Sourcing, screening, phone interview, manage face to face interview calendars for assigned branches. Ensure candidates are attending interview appointments. Working with branch managers to keep updated on new hire needs. Managing self-metrics to stay on track and moving forward to meet the needs of assigned branches. This is a seasonal position to staff the branches for their upcoming season.

Manage through coaching and development of call center agents and supervisors on three shifts. Worked through campaign launches, noting and reporting of issues related to scripting and IT related issues. Attended client monitoring sessions, noting and disseminating information to call center agents to improve campaign results. Conducted daily huddles, monthly sales meeting. Kept payroll updated with time off requests, training logs and payroll deduction forms. Reported daily inbound dropped call, and make up time spreadsheets. Interviewing and selection of new hires.

Responsible for screening, interviewing and placing applicants in positions offered by client companies. Recruiting, Client and employee relations, inside sales and administrative duties.

Manage full-cycle recruitment process for Customer Service Problem Resolution Representatives, Operations, Sales and Service Representative Requisitions for Call Center of over 500 agents. Collaborate with our Sourcing specialist of record for timely placement of recruitment ads within budget and guidelines. Provide support to other call center sites with their recruitment efforts by assisting with prescreens and advising on methods to increase applicant flow and meet recruiting goals, as well as provide direction on other recruiting procedures to maximize efficiency. Report and provide analytics on effectiveness of recruitment sources to identify long-term recruitment trends, and correlate sources with attrition trends. Assess new hire survey feedback and make recommendations for improvements to recruitment process. Analyze and identify trends in reasons for terminations, and provide recommendations to reduce new attrition rates. Develop salary recommendations as part of the compensation process for new hires and internal transfers. Act as a mentor and train direct reports on recruitment and other human resource processes. Build community relations to generate candidate referrals for requisitions.

Provide initial screening interviews for non-exempt candidates. Receive, screen, and file incoming resumes. Conduct telephone interviews with prospective applicants. Attend and/or implement job fairs

Improve overall operations and service through continuous development and implementation of quality control program, employee incentive program, and various reporting matrixes. Lead and direct customer service call center of 125 employees including infrastructure of two divisional managers, six team leaders, and 117 employees. Ensure that customer expectations are met through constant communication with sales staff, review of SLA requirements and KPI’s are on target. Coordinate with various mortgage lenders and brokers to resolve or mitigate any related issues. Maximize performance of operations manager, team leaders, and production and customer service staff. Thoroughly examine staff acknowledgments, performance evaluations, disciplinary actions, payroll and scheduling.Contributions: Successfully handled two coastal relocations of the FIS Credit Services (first from Kingston, New York to Pasadena, California and second from Pasadena, California to Jacksonville, Florida), which involved start up operations for the call center, including staffing, and a smooth transition for our customers from one coast to another. Achieved 95 percent customer retention rate on the first transition and 99 percent on the second transition.  Maintained consistency and accuracy in reports through the development of standard verbiage list. Established a paperless environment including all incoming faxes, which resulted in annual company savings of $5,000. Increased productivity by 35 percent by implementing employee incentive program Designed and developed quality control and process improvement plan to ensure effectiveness of employee incentive program that increased productivity without compromising the quality. Increased customer surveys from 50 percent to 90 percent satisfaction ratings.

Conducted extensive research to effectively develop new product lines, production workflow analysis, and strategies for operational cost saving enhancements. Managed and ensured performance growth of two divisional managers, five supervisors, and a production / customer service staff of 130. Monitored business unit key performances concerning customer surveys and customer SLA’s.DIVISIONAL MANAGER Improved and monitored performance of supervisors, as well as the production and customer service staff with 95 members. Collaborated daily with various divisions of Countrywide Home Loans, broker mortgage companies, and consumers to resolve issues that required management attention.