Joshua Jump

Joshua Jump Email and Phone Number

Cloud Contact Center Engineering and Delivery @ Goldman Sachs
New York City
Joshua Jump's Location
Dallas-Fort Worth Metroplex, United States, United States
Joshua Jump's Contact Details

Joshua Jump personal email

n/a
About Joshua Jump

12+ years leading multi-channel Contact Center operations. Expert in Cloud Contact Center technology, including a variety of ACD, CRM, WFM, and BI platforms.

Joshua Jump's Current Company Details
Goldman Sachs

Goldman Sachs

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Cloud Contact Center Engineering and Delivery
New York City
Website:
goldmansachs.com
Joshua Jump Work Experience Details
  • Goldman Sachs
    Vp
    Goldman Sachs Jul 2022 - Present
    New York, New York, Us
    Cloud Contact Center Solutions
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  • Goldman Sachs
    Product Manager
    Goldman Sachs Jan 2022 - Dec 2022
    New York, New York, Us
    Contact Center Solutions engineer
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  • Goldman Sachs
    Manager Workforce Management
    Goldman Sachs Sep 2019 - Oct 2022
    New York, New York, Us
    View
  • Swc Group, Lp
    Director Of Project Management And Workforce Development
    Swc Group, Lp Mar 2018 - Aug 2019
    Carrollton, Texas, Us
    View
  • Swc Group, Lp
    Workforce Manager-Dialer Manager
    Swc Group, Lp Mar 2014 - Mar 2018
    Carrollton, Texas, Us
    Leadership for the WFM and Dialer analyst team. POC for all Operation support functions in the contact center. Administration and Vendor management for contact center products such as ACD, BI data, speech analytics, IVR, and more. Long-term and short-term capacity planning. Collaboration with Operations leadership to design strategic planning for Client's objectives. Develope custom reporting and data analytic needs for the business, with basic programming skills.
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  • Swc Group, Lp
    Dialer Administrator
    Swc Group, Lp Feb 2013 - Jun 2014
    Carrollton, Texas, Us
    Manage and monitor Inbound and Outbound traffic for two different sites for both 1st party and 3rd party clients. Manage agent adherence, call quality, create and send client and in-house reporting, network management, building ACD workflows, IVR and queue profiles, project requests, and many other ad hoc requests within the contact center. Responsible for maximizing contact efficiency and account penetration.
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  • The Cmi Group
    Dialer Administrator Of Workforce Management And Logistic Operations
    The Cmi Group May 2008 - Feb 2013
    Plano, Texas, Us
    Simultaneously Micromanage Inbound and Outbound traffic for two different divisions within CMI. Manage agent adherence, scheduling, call quality, client and in-house reporting, network management, ACD workflows and queue attendants, building IVR's and scripts, project requests, and many other ad hoc requests within the contact center.
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  • The Cmi Group
    Contact Center Lead
    The Cmi Group Oct 2007 - May 2008
    Plano, Texas, Us
    Lead a small team of contact center agents for Inbound and Outbound traffic. Managed agent adherence, call quality, and escalated calls.
    View
  • Royal Security
    Security Technician
    Royal Security May 2007 - Oct 2007
    Installation of security equipment for high security government facilities and high security businesses.

Joshua Jump Skills

Call Center Credit Vendor Management Bpo Operations Management Customer Retention Team Building Customer Satisfaction Customer Service Process Improvement Performance Management Outsourcing Coaching Strategic Planning Team Management Change Management Microsoft Excel Outlook Powerpoint Microsoft Office Call Centers Management Workforce Management Crm Leadership Business Process Improvement Customer Relationship Management

Joshua Jump Education Details

  • Pittsburg State University
    Pittsburg State University
    Biology

Frequently Asked Questions about Joshua Jump

What company does Joshua Jump work for?

Joshua Jump works for Goldman Sachs

What is Joshua Jump's role at the current company?

Joshua Jump's current role is Cloud Contact Center Engineering and Delivery.

What is Joshua Jump's email address?

Joshua Jump's email address is jj****@****oup.com

What schools did Joshua Jump attend?

Joshua Jump attended Pittsburg State University.

What skills is Joshua Jump known for?

Joshua Jump has skills like Call Center, Credit, Vendor Management, Bpo, Operations Management, Customer Retention, Team Building, Customer Satisfaction, Customer Service, Process Improvement, Performance Management, Outsourcing.

Who are Joshua Jump's colleagues?

Joshua Jump's colleagues are Monika Chan-Wojcikowska, Andrei Arsene Simion, Janet Frizzle, Mira Seyfettinoglu, Ca Jyothi Ram Pidikiti, Enrique R., Juheon Lee.

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