Department Manager
CurrentPositive impact on every KPI for the department-Inbound call volume handled doubled YOY (20k July ‘23 | 40k July ’24)-Abandon Rate decrease +15% YOY (17% July ‘23, sub 2% July ’24)-Average Handle Time decreased from 5:30 to 4:15 (July ‘23 - July ‘24)-QA increased 10% YOY (75% July ‘23 | +85% July ‘24)-CSAT increase 10% YOY (4.1 - 2023 | 4.6 - 2024)-Service.