Joy Macklin Email & Phone Number

Arizona, United States

Scottsdale, Az

Mesa, Az

As a Customer Service Supervisor was responsible for managing a large team of CSR’s. Responsibilities include training, workforce management, quality assurance and compliance, coaching and development, reporting and analytics, and general supervisory duties of a team of CSR’s. After just 4 months on the job, I filled in as the interim Director of the Call Center until a permanent candidate. The Call Center Supervisor also provides managerial direction and oversight to a team of CSR’s, provide daily operational support to customer service call center, assist in department workforce management planning. Assist in the delivery of New Hire training and ongoing training needs, deliver consistent and ongoing coaching and development, recommends and implements new or improved processes to enhance or expedite work and act as an escalation point for customers and/or NextCare business partners. Have been responsible for 7 lead representatives and 60 + call center representatives.