• Provide oversight and coordinate daily operations of contact center. • prepares effective strategies for growing the apheresis donor base to facilitate consistently achieving budgeted collection goals.• Managing relationship and outcomes with outsource vendors and business partners. • Develop and implement training plan for Telerecruitment team.• Prepare management reports, program proposals, and recruitment materials as necessary.

Manage over 65 direct reports consisting of Associates, Team Lead's and Supervisors. Lead projects to consistently achieve unit goals in accordance with company policies and practices. Create an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance, and maintaining open communication. Prepare and analyze line of business plans or reports to improve business performance. Gather, analyze and communicating ongoing contact trends. Propose or present viable solutions to consistently drive performance results. Manage process of maintaining and updating policy/procedure documentation for all Contact Center functions. Manages and helps establish line of business priorities and subsequent workflows for all contact center functions.

Lead team of non-exempt Sr. Specialist to strive for and deliver a Customer first focus in the service and support of Kohl's internal and external Customers. Handle Customer inquiries and resolves issues that have been escalated from Associates and /or other Coordinator Teams. Manage shrink and adherence to schedule within budget guidelines. Make daily adjustments to team schedules as a result of shrinkage and volume demands within the line of business. Assist in analyzing volume demand and manages to applicable key service level goals by line of business. Gather and communicate ongoing contact trends and propose needed solutions. Manage and coach line of business processes, priorities, workflows and updates for team.

Manage the daily activities of 15 to 20 Associate team. Manages direct reports, systems, and projects to achieve unit goals in accordance with Company policies and practices. Also accountable for budget and revenues specific to leadership role. Prepares and analyzes unit plans and reports. Manage and coach line of business processes, priorities, workflows and updates for team. Responsible for creating a productive work environment and for the performance measures/outcomes of team which include associate development and retention. Develops staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance development plans. Handles customer inquiries and resolves issues that have been escalated from Associates and /or other Coordinator Teams. Acts impartially to coordinate open and honest communication between Associates and other areas/teams within the business.

Manage the daily operations of the Sirius Call Center. Ensure department staffing levels are met through optimum recruitment selection training & development. Establish & implement performance management process to regularly asses both individual & team performance goals. Provide quality assurance monitoring and coaching feedback to improve individual sales awareness and business communication skills. Deliver new tools & resources for employee technical sales training. Take corrective action as needed to ensure sales & company objectives are met. Develop & implement process improvements for effectively managing account records in company CRM database. Develop, plan and coordinate sales promotions and incentives to meet company sales goals & objectives. Conduct monthly forecasting calls with Sirius Regional Sales leadership to effectively manage opportunity pipeline. Collaborate with Sirius BP’s to develop & implement best practices for lead pass & management programs.

Manage day to day operations of Comcast Business Class Call Center. Recruit, hire, & train team of Business Class Sales Executives. Provide coaching & feedback to increase sales productivity. Develop & implement sales strategies to grow SMB & MDU subscriber base. Meet & exceed budgeted sales forecast for Business Class Services in Nor Cal Bay Area Market. Provide primary customer escalation support for all Nor Cal SMB/MDU accounts. Co-manage multiple projects within Call Center residential sales, repair & retention departments to promote strong team building culture & improve employee morale. Serve as Sr. Supervisor on Call Center leadership committee.

Provide daily sales, billing & technical support for SMB/MDU cable subscribers. Support & respond to frontline SMB/MDU customer escalations. Coach & develop department new hires. Develop new tools & resources for improving customer service. Support department leadership and sales teams as Team Lead.

Sell and promote residential High Speed Internet, Digital Phone & Video services.