David Escobar Email & Phone Number

Topeka, Ks, Us

Remote

Remote

Topeka, Kansas Area

Topeka, Kansas Area

Oversee multiple WFM Departments from different call centers to make sure all Staffing Metrics are met..Provide Root Cause Analysis to the Client on a staffing issues via long term or intraday. Make sure sites are mananging Real Time Adherence through IEX and Avaya accordingly. Overseeing that the sites maintain a 90% shedule adherence rate. Witness Admin Ceritified on Server Infrastructure and Application Admin. Assist Director at times with P&L for sites.

Oversaw 7 - 8 supervisors's and their teams. Coached and developed TMs on the KPI metrics of the center as well Medicare Part B Claims. Went over Quality with Team. Personally assisted in developing the curriculum for the center to start taking Claims calls. Worked with Centers for Medicaid and Medicare to develop system fixes on Seibel application. Created Proposal to expand Pearson's Claims business with the Government after successfully launching Part B. Proposal was approved and Pearson (Vangent now) won the Part A and DME contracts.

Supervisor for project called (Project Smart Start). We would give direct support to agents who just came out of training for 4 weeks before they went to their allocated team. We devoloped their talking skills with extra support but also explained and coached to the KPI metrics. Supervised up to 100 agents at a time during multiple shifts. Had a staff of 4 to 20 agents that reported directly to me. The support gave the agents confidence to succeed on their own when gonig to the production floor.