Balances call volume load across all functional groups within the call center and assist with the design of call routing changes to meet business needs and manages routing allocations to ensure satisfactory customer experience and contract obligations with SHC Vendors.Determines necessary actions within the business to achieve performance metrics and coordinates those actions as well as records all activity and analyzes the results of the activity. Performs schedule test, develops and… Show more Balances call volume load across all functional groups within the call center and assist with the design of call routing changes to meet business needs and manages routing allocations to ensure satisfactory customer experience and contract obligations with SHC Vendors.Determines necessary actions within the business to achieve performance metrics and coordinates those actions as well as records all activity and analyzes the results of the activity. Performs schedule test, develops and implements new hire schedules, and maintains schedules for call center staff. Functions as first contact for national and overseas call center for system issues. Opens, assigns and tracks trouble tickets and monitors for timely resolve. Manages the Global Resource Operations Teams day-to-day responsibilities to ensure an efficient, productive, and positive work environment. Sets goals for team members and overall department and creates departmental policies and proceduresEnsures accurate and timely communication of daily interval performance to goals as well as system issues impacting system the business to the network and partners with the Workforce Planning Analyst as well as operations leadership to provide optimal service levels. Ensures adherence to service level targets as defined by individual lines of business and balances obtainment of performance level goals with appropriate shrinkage. Show less

I lead the local Resource Management team to plan, staff and ensure the efficient operations of the Sears Customer Care Network (CCN) in a multi-skill environment. My Real Time Analysts are primarily responsible for monitoring Service Levels, Average Speed of Answer, Interval Hit Rate and staffing levels for multiple lines of business.Key Objective:Manage the day-to-day agent resource and workforce management-related operations of the Call Center to ensure an efficient, productive… Show more I lead the local Resource Management team to plan, staff and ensure the efficient operations of the Sears Customer Care Network (CCN) in a multi-skill environment. My Real Time Analysts are primarily responsible for monitoring Service Levels, Average Speed of Answer, Interval Hit Rate and staffing levels for multiple lines of business.Key Objective:Manage the day-to-day agent resource and workforce management-related operations of the Call Center to ensure an efficient, productive and positive work environment.•Ensure adherence to service level targets as defined by individual line of business.•Perform real-time monitoring of Call Center performance and partner with the Global Operations and other Workforce Management (WFM) teams to make real-time decisions to ensure timely customer service.•Manage several different lines of business within their specific performance goals.•Partners with site General Manager and site leadership team for pro-active review of performance issues.•Balances service level attainment daily and associate off-line development time.•Balance call volume across all functional groups (as appropriate to the site) and assists with the design of call routing changes and maintain current, accurate inventories and capacity plans to meet business needs.•Minimizes impact to the customer during and after any system outage or emergency within the network by ensuring proper, timely communication of system problems.•Improve management of vacation, unproductive and management investment time to ensure appropriate levels of customer service while balancing, the needs of the center, both internal and external customers.•Coach and develop team members through verbal encouragement, public recognition of individual achievements and coaching. Performance manage as needed. • Hire new team members, create and facilitate ongoing training and skills development. Show less

Provided technical support for major appliances under warranty or protection agreements.