James Caesar Email & Phone Number

Tampa, Fl

Senior leader for health care contact center. Site leader for managing all business process improvement activities within organization.• Responsible for onsite and work-at-home leadership and successful implementation of Six Sigma Lean tools, processes and cultural changes within the Tampa, FL and Lenexa, KS contact centers and the work-at-home organization.• Lead process improvement initiatives and projects to deliver exceptional service, reduce costs, improve productivity and increase employee engagement.• Facilitate efforts cross-functionally, across multiple sites and within a virtual work environment.• Conduct workshops and targeted improvement events to help teams quickly achieve strategic objectives.• Prioritize project activity along with strategic plans to roll out continuous improvement tools and processes for over 900 employees.

Tampa, Fl

Responsible for managing and directing all aspects of customer service operations. Responsible for managing staff of 150+ Supervisors, Quality Assurance Specialists, Trainers and health care phone associates. • Implement and review operations center processes, policies and standard operating procedures.• Accountable for ensuring the highest level of service is provided to our customers (medical professionals and patients).• Facilitate cross-functional initiatives to reduce defects and improve processes.• Analyze business needs to forecast budgetary requirements.• Develop and execute action plans in order to achieve corporate and local objectives.• Responsible for the supervision, coaching, monitoring, training and performance management of direct and indirect staff.• Oversee recruitment, hiring, training and quality assurance processes.

Senior leader for credit card Loss Mitigation call center. Manage staff of 200+ employees, including Senior Operations Managers, Customer Service Managers, Floor Supervisors and collections phone associates. Responsible for operational metrics, customer and employee satisfaction, training and development, business process development and deployment and policies/procedural adherance.

Responsible for leadership of management team and staff of 120 customer service associates. Conducted weekly strategy meetings, monitored performance and provided daily direction and coaching to management team to drive business results. Led weekly cross-site best practice and information sharing forums.

Managed a team of Customer Service associates in Auto Finance business segment with a span of control of 50 associates. Collaborated with other business sites location Senior Leaders for strategic and tactical activities, staffing planning and performance review.

Managed call center associates providing direction and supervision to consistently deliver Accounts Receivable and Customer Satisfaction business objectives to commercial and public sector business segments. Managed relationships with largest southern United States and Puerto Rico State and Local governments and Universities.

Managed $25M annual budget to perform annual and monthly budget analysis, financial outlook and cost analysis with reporting to senior management.

Led program management development and deployment of national programs for customer service functions, including system enhancements, training and development and productivity improvements for district offices in nine states within the northeast United States.