Jonathan Madson Email & Phone Number

Phoenix, Arizona Area

Phoenix, Arizona Area

Phoenix, Arizona Area

Professional Call Center Operations Manager especially adept at call center hiring, coaching and ongoing training to ensure compliance with operations regulations. Skilled at setting and meeting productivity goals, Specialize in conflict resolution and the timely preparation of operations and productivity reports. Effectively brainstormed innovative ways to increase performance and productivity, developed several key policies and procedures to provide structure to a growing company including attendance policies, bonus pay structures, campaign placement and several others.●Monitor schedule adherence, taking action when thresholds are exceeded (Real-time, too many people out at the same time or too much overstaffing is occurring)●Receive and reply to schedule exception and flex-time requestsIntraday●Check service performance and forecast accuracy at recurring intervals: immediately upon arriving, mid-morning, when you return from lunch, mid- afternoon, 30 minutes before leaving for the day. If calls are abnormal, take necessary action●Monitor systems to make sure services are up and running throughout the dayDaily●Optimize schedules (start/breaks/lunches/stops) for tomorrow.●Post tomorrow’s revised roster●Review yesterday’s raw data, validate that it is complete●Review yesterday’s schedule adherence, address any anomaliesWeekly●Forecasting strategy session with forecaster and scheduler: ● Analyze last week’s forecast accuracy● Review current and new call drivers, clean data● Plan upcoming schedule changes/solutions●Publish next week’s schedules●Review last month’s handle times Monthly ●Check growth rates●Meet with Sales/Marketing to probe for info about upcoming events or conference calls with clientsQuarterly●Quarterly forecast review with management team ● Collect historical shrinkage/attrition data● Validate off phone activity for past three months●Share updated annual forecast with executive team

Responsible for managing both inbound and outbound calls, organizing employee schedules and ensuring that the operational objectives and metrics of the call center are met.

High School Diploma, Arts, Entertainment, And Media Management, 12

Activities and Societies: Band, Media productions and Photography

Liberal Arts And Sciences/Liberal Studies

Activities and Societies: Helped with media productions, choir, and pep band.