Handling two International Campaigns at the moment with the main responsibilities being;- Conducting staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.- Establishing a high standard for productivity, quality, customer service as well as define user guidelines.- Managing and improving center performance through performance monitoring, problem resolution, system audits and quality assurance measures.- Aiding human resources… Show more Handling two International Campaigns at the moment with the main responsibilities being;- Conducting staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.- Establishing a high standard for productivity, quality, customer service as well as define user guidelines.- Managing and improving center performance through performance monitoring, problem resolution, system audits and quality assurance measures.- Aiding human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.- Summarize, collect and analyze call center trends and data for regular performance reports.- Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.- Working with QA to address inadequate quality issues with the supervisory team in relation to reviews and corrections of calls/chats/emails monitored.- Responsible for identifying and resolving issues, problems, and concerns with employees. Show less

Hands-on senior team manager supporting operations.