Dale Mcmanness Email and Phone Number
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Dale Mcmanness phone numbers
My professional experience spanning 15 years of multi-level responsibility has been dominated by the implementation and use of cutting-edge call center technology such as NICE (call quality monitoring), CMS (call statistics), Verint (workforce management), Aspect (telecommunications) and Pipkins (workforce management). I possess the confidence and expertise needed to face the toughest leadership challenges and have a proven track record as a solid achiever. Notable career accomplishments/experience includes the following: ________________________________________• Implemented sales initiatives designed to drive improvements in Conversion rate, AOV, UPT (units per transaction) and RPC (Revenue per call). Increased center RPC by over $5 per call, which generated over $150,000 per month in additional revenue.• Developed resolution line call type tracking tool to identify process/training improvement opportunities as well as associate coaching opportunities. Reduced inbound call volume to the resolution team by 30% over a 6-month period. • Implemented efficiency/accuracy standards for the Quality Analysts, which led to a 100% increase in the quantity of inbound calls monitored by the team.• Streamlined direct ship customer service operations, which allowed the department to reduce its annual budget by $50,000.• Project Manager for contact center IT service requests. Worked directly with the IT department to manage open service requests. Was responsible for prioritization of requests and development of training documentation for project go-live.
Customer Direct
View- Website:
- customerdirect.com
- Employees:
- 220
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Chief Operating OfficerCustomer Direct Mar 2019 - PresentGreater St. Louis AreaThe Chief Operating Officer serves as the owner of all aspects of Customer Service & Experience, System Administration and Business Development within Customer Direct. The Chief Operating Officer will ensure that the day to day operations of the Customer Direct Contact Center are being performed to client and ownership expectations. The COO will be responsible for setting the companies strategic direction, creating productivity and growth targets, establishing policies that promote company culture/vision and building employee alignment with goals. The COO's team will work directly with the Workforce, Quality / Training and Client Success centers of excellence to ensure that there is operational soundness within the processes being performed.
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Vice President Of Contact Center OperationsCustomer Direct Jul 2018 - PresentSaint Louis, MissouriThe Vice President of Operations serves as the owner of all aspects of the operational floor within Customer Direct. With a team of Operational Managers and Systems Administrators, the Vice President of Operations will ensure that the day to day functions of the Customer Direct Contact Center are being performed to client and ownership expectations. The VP’s team will work directly with the Workforce, Quality / Training and Client Success centers of excellence to ensure that there is operational soundness within the processes being performed. The Operations Group will be responsible for ensuring service excellence by managing operational implementation through a team of Operational Managers, enabling achievement of overall service, productivity, efficiency and growth targets.The Director of Operations has direct leadership responsibilities in the following areas: Systems Administration, Workforce Management (Forecasting/Scheduling, Real-time Coordinators), Quality Assurance, Training, Talent Acquisition and Sales/Service Operations.
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Director Of Contact Center OperationsCustomer Direct Mar 2016 - PresentGreater St. Louis AreaThe Director of Operations serves as the owner of all aspects of the operational floor within Customer Direct. With a team of Operational Managers, the Director of Operations will ensure that the day to day functions of the Customer Direct Contact Center are being performed to client and ownership expectations by the team of Specialists. The Director’s team will work directly with the Workforce, Quality / Training and Client Success centers of excellence to ensure that there is operational soundness within the processes being performed. The Operations Group will be responsible for ensuring service excellence by managing operational implementation through a team of Operational Managers, enabling achievement of overall service, productivity, efficiency and growth targets.The Director of Operations has direct leadership responsibilities in the following areas: Workforce Management (Forecasting/Scheduling, Real-time Coordinators), Quality Assurance, Training, Recruiting and Sales/Service Operations.
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Director - Contact CentersFifth Gear Dec 2013 - Mar 2016Responsible for the operations of Fifth Gear’s Contact Centers, including meeting and setting customer service targets and planning areas of improvement and development. Work closely with Business Services and Client Success to deliver a superiority brand experience to our customers.The Director of Contact Centers has direct leadership responsibilities in the following areas: Workforce Management (Forecasting/Scheduling, Real-time Coordinators), Quality Assurance, Training and Customer Sales/Service Operations. -
Contact Center ManagerFifth Gear Feb 2013 - Dec 2013Responsible for the daily operations of Fifth Gear’s Contact Centers, including meeting and setting customer service targets and planning areas of improvement or development. Responsibilities include Workforce Management (Forecasting/Scheduling, Real-time Analysts) and Quality Assurance/Training Depts.
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Contact Center ManagerThe Home Depot Feb 2011 - Nov 2012Led the transition of the Home Depot General Merchandise line of business into the Saint Louis contact center.Led a team of over 100 Customer Service Associates, 12 Resolution Associates, 6 Customer Service Team leads, 5 Customer Service Supervisors and 1 Resolution Supervisor.Responsible for contact center operations, including the implementation and improvement of all contact center policies, procedures and performance goals.Prepared and presented comprehensive performance summary reports to various levels of Home Depot senior management.Developed a supervisor coaching plan and a real-time contact center monitoring station to improve contact center KPI’s (SL, ABA, AHT, ACW, Quality Performance, Schedule Adherence).Implemented sales initiatives designed to drive improvements in Conversion rate, AOV, UPT (units per transaction) and RPC (Revenue per call). Increased center RPC by over $5 per call, which generated over $150,000 per month in additional revenue.Developed resolution line call type tracking tool to identify process/training improvement opportunities as well as associate coaching opportunities. Reduced inbound call volume to the resolution team by 30% over a 6-month period. Managed the closing of the Home Depot contact center in Saint Louis. Successfully maintained a high level of performance during the “ramp down” phase. -
Customer Service And Sales ManagerThe Home Depot Jan 2007 - Feb 2011Managed a team 5 Customer Service Supervisors, overseeing 90 Customer Service Associates.Managed the Quality Assurance team, including the evaluation process for customer/agent interactions.System Administrator for NICE Perform quality management software. Developed and managed audio analysis rules for analyzing customer interactions.Implemented efficiency/accuracy standards for the Quality Analysts, which led to a 100% increase in quantity of inbound calls monitored by the team.Responsible for contact center operations, including the implementation and improvement of all contact center policies, procedures and performance goals.Developed a weighted agent scorecard, ranking system and pay for performance plan to achieve contact center performance goals.
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Internet/Customer Support ManagerThe Home Depot Jun 2006 - Jan 2007Managed the email customer service and reactive/proactive chat teams, consisting of 1 supervisor and 15 associates.Managed the Customer Support team (Customer Support Supervisor and 12 Customer Support Agents). The Support team processed orders that failed credit card authorization, partnered with vendors on direct ship customer service requests, managed carrier claims/tracers and the mailroom functions (including mail/fax order processing).Project Manager for contact center IT service requests. Worked directly with the IT department to manage open service requests. Was responsible for prioritization of requests and development of training documentation for project go-live.Worked with vendors to maintain response goals on “direct ship” customer service requests.Streamlined direct ship customer service operations, which allowed the department to reduce its annual budget by $50,000.
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Internet/Efficiency ManagerKnight'S Ltd Jan 2005 - Jun 2006Managed the email customer service and reactive/proactive chat teams, consisting of 1 supervisor and 15 associates.Managed a team of 5 real-time workforce management coordinators. Responsible for the management of inbound call allocation between in-source center and outsourcing partner to achieve KPI goals.Team was responsible for real-time monitoring of agent behavior, including management of AHT, ACW and schedule adherence.Partnered with offshore outsourcing partner to ensure delivery of KPI/Quality goals.
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Internet/Acd SupervisorKnight'S Ltd Jan 2003 - Jan 2005Supervised team of 15 email and reactive/proactive chat associates. Managed day-to-day productivity of team.Responsible for selection, termination, performance appraisal and professional development of subordinates.Led a team of 5 real-time workforce management coordinators
Dale Mcmanness Skills
Dale Mcmanness Education Details
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Computer Science
Frequently Asked Questions about Dale Mcmanness
What company does Dale Mcmanness work for?
Dale Mcmanness works for Customer Direct
What is Dale Mcmanness's role at the current company?
Dale Mcmanness's current role is Chief Operating Officer at Customer Direct.
What is Dale Mcmanness's email address?
Dale Mcmanness's email address is da****@****ors.com
What is Dale Mcmanness's direct phone number?
Dale Mcmanness's direct phone number is +163673*****
What schools did Dale Mcmanness attend?
Dale Mcmanness attended University Of Missouri-Saint Louis.
What skills is Dale Mcmanness known for?
Dale Mcmanness has skills like Leadership, Workforce Management, Management, Call Centers, Customer Service, Strategic Planning, Contact Center Operations, Team Building, Sales Management, Quality Management, Customer Satisfaction, Process Improvement.
Who are Dale Mcmanness's colleagues?
Dale Mcmanness's colleagues are Sara Lundeberg, Steven Hardy, Christopher Long, Carol Mcfarland, Quentin Smith, Dominique Alexander, Tonya Howard.
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