Joseph Jovanovic Email & Phone Number

Detroit, MI, US

Detroit, Michigan, US

Detroit, Michigan, US

• Provide strategic leadership to 4 Team Leaders and 40+ Sr. Trainers and Trainers in Arizona and Michigan responsible for the development and implementation of learning and development programs for 5,000 employees.
• Host business partner meetings with Senior Leaders, lead Objectives and Key Results (OKR) Groups, and ensure Learning & Development project goals are achieved.
• Assess the success of employee training courses and the Trainers on the team.
• Develop and measure innovative and scalable learning strategies and methods that leverage technology and new modalities to meet the needs of a fast-paced, evolving workforce.
• Work closely with internal and external business partners to perform needs analysis and provide recommendations that align with organizational goals.
• Lead, empower, and develop leaders by focusing on learning solutions for a large-scale, innovative workforce.

Detroit, MI, US

• Provided strategic leadership to a team of 60 Client Advocates responsible for providing mortgage servicing in a call center environment that answered more than 1 million mortgage calls annually.
• Directly supervised a Senior Team Leader and 4 Team Leaders.
• Monitored daily metrics and ensured the team delivered on Service Level Agreements (SLAs).
• Oversaw inbound call volume, team member attendance, average talk time, available time, abandonment rate, and total call volume.
• Hired team members and managed staffing plans while working closely with the Workforce Management Team and HR.
• Organized monthly Client Relations meetings for 300+ employees to discuss metrics, process improvement opportunities, and plans for the following month/quarter.

Detroit, MI, US

• Supervised a team of 18 Client Advocates and ensured the achievement of SLAs regarding the turn time of emails.
• Led team members by performing weekly 1-on-1 meetings and ensuring adherence to scheduling and mending disagreements.
• Oversaw the Operations Internship Program with more than 100 active Interns. Attended weekly status meetings and implementation meetings.
• Educated department staff on new implementations and ensured staff was equipped with the proper tools.
• Built and ran performance metrics and tracked employees’ daily work output.
• Identified methods to streamline the work and provided suggestions on workflow and procedural improvements for the department.

Detroit, MI, US

• Partnered with the Team Leader to co-lead a team of 16 Client Advocates and provided timely feedback and coaching to help team members achieve goals and improve quality scores and production.
• Oversaw the acquisition of Charles Schwab HELOC loans and ensured smooth onboarding, loan servicing, and process buildouts for FAQs.