James Watson Email & Phone Number

Ottawa, Canada Area

Responsible for establishing and managing the Contact Centre’s strategic direction, short and long-term plans, goals, and budget. Oversees the overall operations of the Contact Centre, including managing its’ resources, developing and implementing key initiatives and projects, providing subject matter expertise to other departments and senior staff, and ensuring quality service to members. • Successfully partnered with peer manager to establish a team environment between our two merged departments – Membership and Contact Centre Services (MCCS). • Formed strategic relationships with personnel from all departments within the organization.• Led an operational team responsible for establishing automated reporting via the IVR and Secure File Exchange to our members and 3rd parties. The change in process represented more than a 6% reduction in annual call volume as well as 250 hours less per year in back office work.• Identified as the Technical Operational Lead within MCCS and am either associated with or led multiple projects each year that have a high technical knowledge requirement.• Created scorecards for the Contact Centre team that allows them to self-manage their workload and compare their performance to the average of their peers.• Part of the MCCS Steering Committee that is responsible for providing and/or reviewing strategic decisions concerning future realization of Operational Projects on an annual basis.

Ottawa

Responsible for reviewing existing procedures and documentation and making recommendations to improve customer experience and overall service. Assisted in daily operational meetings between various verticals including the initial contact center, tier 2 and 3 support, software implementation and deployment, networking, and hardware onsite support. Acted as one of the primary points of contact for all client escalations across Canada in association with the Next Generation Workstation project which impacted more than 12,000 users.Created tracking and trending reports that pulled data from an existing CRM which was used to make recommendations that impacted: image baseline, training, issue trending and escalation processes.• Implemented ticket review, quality and call back processes which helped the team reach service level target. Brought SLA up from 60% to 94.5% within 6 weeks.• Reviewing process, gap analysis, updating technical FAQs and developing new user technical documentation.• Created tracking and trending reports that pulled data from an existing CRM – this was used to identify areas of focus and led to changes in: image baseline, training, issue trending and escalation processes.

Ottawa

Approximately 800 technical, customer service, sales and support personnel. Focus was to regain client trust and satisfaction and increase profitability while improving agent quality and morale. Worked in 2 different Sitel facilities in Ottawa, both were closed in 2007 and 2008 due to the additional cost associated with the strength of the Canadian dollar and US based contracts. • Re-established relationships with each client. Reviewed and redefined escalation process. Reviewed KPIs and, based on client concern, provided an action plan to success to the Sitel VP, Account Management and the Client as well as milestones. • Increased profitability through contract growth, employee development and program restructuring – both financial and process oriented.• Developed operational scorecards from agent to senior operations in order to better manage and provide feedback to the team on a weekly, monthly and annual basis. • Assisted in development of a TM Training curriculum to better prepare new and existing Team Managers within their role. Focus was placed on management, coaching, call center metrics and financial improvement. • Assisted in the development of the pricing model that was utilized by the entire business unit in order to better bid and anticipate the profitability and viability of both new and existing businesses.• Lead a number of initiatives to improve the site financial performance including: identified improperly used CSPs, scheduling changes (improved occupancy, bill-to-paid, etc), cross-training, new business attainment, FTE optimization, asset and budget management. Significant improvements were seen in both centers that were related to these initiatives.• Was invited to 2 other Sitel centres in North America to assess the operations and provide an action plan to improve client relations, quality and profitability.

Ottawa

Staff of 250 operating and technical personnel per contract. Customer base of was between 600,000 and 2,000,000 users depending on the contract. Formulated strategic operational plans for Multiple ISP technical support, billing and tendering call centers. • Successfully managed multiple contact centres that made use of IVR phone (BSR, ELI, Call Reduction Techniques), web-based, and email technologies for international clients and management of their customer base.• Established and built excellent relationships with multiple clients. Responsible for ensuring contractual obligations were reviewed and maintained. Created and delivered quarterly business reports to established clients, reviewing metrics and proposals for new approaches to company business.• Developed, as part of team, Call Center Management 101 course that reviewed the basics of call center management and client relations. Assisted in the course delivery to over 20 Convergys sites across North America.• Responsible for implementation and development of a project that would span two sites (in Ottawa and Edmonton) due to its continued growth and the strong relationship with the client.• Satisfied client needs through planning and establishment of scripting, training, escalation and quality control procedures.• Increased call volume by 30% annually eventually leading to a contract renewal and continued growth with our client.• Held multiple positions within the company between 1997-2000 including: Technical Service Representative, Corporate Technical Support, Senior Billing Agent, Team Leader and finally Operations Manager.

Bachelor Of Science (B.Sc.), Biology/Biological Sciences, General

Education record