Doris Bozek Email & Phone Number

San Antonio, Texas, United States

San Antonio, Texas

San Antonio, Texas Area

San Antonio, Texas Area

Contact Center Operations ManagerAccountable for Contact Center daily operations and management of assigned enterprise service lines.• Develop and implement team meetings, team building activities, awards/rewards of recognition, action plans. • Directed daily operations of the contact center and is responsible for service line metrics across multiple sites. Served as the highest point of contact for caller escalations. Responsible for development, growth and disciplinary action of assigned employees. • Administer corrective action plans and subsequent write-ups leading to termination.• Maintain performance evaluations, handled vacation requests and approved payroll.• Monitor live queues and run current/historical reports.• Provided thorough supervision for day-to-day operations of facility in accordance with set policies and guidelines.• Regularly evaluated employee performance, provided feedback and assisted, coached and disciplined staff as needed.• Diligently monitored the QA (Quality Assurance) program to improve performance and maintain high standards of care.• Managed and filled all staffing needs minimized staff turnover through appropriate selection, orientation, training, staff education and development.• Monitored staffing patterns and nursing care hours for efficiency and made changes when necessary.• Actively reviewed reports appropriate metrics to ensure quality standards are met.• Worked with site leaders and contact center support staff to increase efficiencies and effectiveness of assigned site and service lines.