James Oran Email & Phone Number

Toronto, Ontario, Canada

• Manage a team of 20-30 agents annually
• Ensure staff is well equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results
• Responsible for revenue, retention, and acquisition targets (inbound and outbound)
• Provide leadership, coaching, and mentoring to the staff to develop their competencies and position them for success
• Manage new hires during initial transition and existing staff performance daily, ensuring the service and quality objectives are being attained and sustained
• Analyze call centre metrics to 1) understand the rate of productivity the agents are progressing at and 2) to reinforce achieving desirable call centre metrics to support the needs of the business

Windsor, Ontario

Managed a team of 30+ SupervisorsWork directly with Director of Customer Care, Call Centre Manager, Marketing, Retail and Social Media managers on marketing campaigns, customer initiatives, and prioritized objectives aimed at increasing customer baseEvaluate employee performance and set developmental paths through reviews and coaching sessions (e.g..

Windsor

Managed a team of 20+ front level staff in Customer Care roles (e.g. technical support, billing, sales).Develop and manage programs and processes for the entire employee journey for the department, including recruitment, learning & development, coaching (e.g. one-on-ones), performance management, career path, and employee engagementEvaluate employee.

Windsor

Managed and lead a team of 15+ employeesWork directly with Store manager and other department managers on overall company objectives and values. Helping fostering a positive, customer centric, and highly efficient work space.Design and implement Floor plan for product merchandise and layouts that reflect overall marketing objectives within the store.Coach.

Windsor

Supervised the Duty Free floor, with up to 8 employees directly reporting per shiftResponsible for ensuring promotional and seasonal campaigns are successful, driving sales and increasing revenueTraining and recruiting employees at entry level positions (e.g. cashier, sample stand, etc)Maintaining a safe and clean store environment for our team members and.