Greg Heggie Email & Phone Number

Charlotte, North Carolina Area

Conducted interviews and completed hiring recommendations.Managed the daily activities associated with a call center including timely processing of work, monitoring agent productivity/performance reports and scorecards, quality monitoring and service levels. Managed the design and delivery of a New Hire Training program as well as on-going learning opportunities across the organization.Coached and trained new hires and existing staff on their performance to ensure sales, quality and production goals were achieved while maintaining a professional and positive work environment.Virtual and on-site monitored and evaluated calls for quality assurance and compliance through established quality assurance program. When specific criteria are not met, conduct quality skill enhancement training including quality recording and skill builder sessions for continued representative development.Utilized best-in-class facilitation methods and techniques to coach, train and develop associates to meet business performance standardsFacilitated virtual and classroom training to include: refresher training, soft skills, technical, customer service and sales.