Ken Craig Email & Phone Number

Round Rock, Texas

Responsible for overseeing complex projects that span multiple teams and technologies. As a TPM my core responsibilities are defining project requirements in collaboration with stakeholders, managing project scopes, and ensuring the timely delivery of technical solutions that align with business objectives. I play a crucial role in coordinating the efforts of cross-functional teams and maintaining project schedules, conducting thorough testing and review of solutions, and managing the deployment and integration of new products. With a focus on efficiency and innovation, I possess a blend of technical expertise and leadership skills utilized to ensure that products not only meet technical standards but also contribute to the strategic goals of the company.

• Writing business plans• Performing market research• Creating P&L analysis projections• Creating Break-even analysis• Creating pricing studies related to market indicators• Building relationships with city, industry and regulatory agencies• Contract negotiations• Real estate and zoning research

Carrollton, Texas

Dallas/Fort Worth Area

• Managing the budget/forecast creation process for US operations.• Plan to actual summary of current month results with variance analysis• performing cost-benefit analysis on internal programs• Coordinate with the corporate financial reporting Shared Services group to ensure timely and relevant reporting of financial results• Providing training to managers in the usage of operational and financial forecasting tools.• Contract Management – Assure the Financial Management language• integrating sales pipeline and churn/erosion 30/60/90 day data into rolling forecast• Operational KPI analysis – Actual vs Forecast vs Budget• Billing/Invoicing - SLA Analysis / Penalties / Bonus• Work with senior leadership to define, launch, and drive strategic and operational initiatives• Strong leadership skills and presence; ability to proactively manage practice needs, address crisis situations and manage change effectively• Structure and execute operational and strategic initiatives by developing work plans, gathering and synthesizing relevant data, leading analyses and developing recommendations

Dallas/Fort Worth Area

• Implement current and long-range statistics and reporting objectives, plans, and policies.• Provide guidance to the development of all operational reporting, including productivity, efficiency, and quality metrics.• Analyze opportunities for additional reporting and analysis to drive improvements in operational results or profitability.• Ensure integrity of all operations reporting produced by the statistics team, including consistent definitions for all metrics.

Dallas/Fort Worth Area

• Managing the budget/forecast creation process for US operations. • Compiling, analyzing, and synthesizing data (financial, operational, or functional) for all sites company wide.• Creating daily/weekly/monthly dashboards from disparate sources to produce business intelligence for executive decision making.• Conceptualizing and implementing regular performance measures and ad hoc analysis of key call center processes.• Conducting research and analytical studies.• Leading Weekly and Monthly financial review meetings.• Compiling, maintaining, and distributing company wide monthly business review.• Reviewing invoices for accuracy of billing. • Understanding at an expert level the source, content and definitions of call center metric and financial data. • Creating financial accrual data from multiple sources to finalize actual company results.• Providing training to managers in the usage of operational and financial forecasting tools.• Generating pricing for sales team to provide to prospective clients based on operational assumptions and current company trends.• Reviewing purchase orders against budget.

Dallas/Fort Worth Area

• Tracking and reporting of daily revenue and payroll for 4 business groups consisting of around 300 employees.• Review and analysis of call metrics for the previous day.• Compiling weekly and monthly metrics reports for presentation to client.• Creating spreadsheets for calculating daily revenue and forecasting month end projections.• Working closely with manager in meeting contractual guidelines including call metrics and staffing plans.• Attending weekly conference call for metrics and operational review with client.• Acting as liaison between contract manager and supervisors, mentors and agents.• Working with scheduling department to implement schedule changes.• Directly supervising 13 mentors and 3 Advanced Operating Systems/Network support agents.• Scheduling mentors daily activities including, level 2 phone time, call monitoring, and floor time.• Scheduling “supervisor on duty” time for 9 supervisors and 18 mentors.• Work with facilities group on seating plans during contract expansion.• Designating supervisor team assignments.• Assisting with hiring of new technical support agents.

Dallas/Fort Worth Area

• Directly supervising 30 technical support agents.• Reviewing agent call metrics and providing feedback daily.• Meeting quality review goals. • Providing monthly quality feedback sessions with each agent.• Monitoring call flow and volume throughout the day.• Hiring of new technical support agents.• Providing team member reviews. • Delivering team member corrective action plans when needed

Dallas/Fort Worth Area

• Assisting supervisor with schedule adherence using Real Time Display and Real Time Adherence software.• Using Total Recall Reports software to run call statistics reports.• Assisting agents with technical issues.• Performing call monitoring and agent feedback.• Logging trouble tickets for issues affecting group.• Tracking call trends and agent case reviews.• Interacting with client during quality calibrations• Approving or denying CDP classes based on call volume and business needs.