Responsible for key performance objectives, indicators, metrics, and ratios for line(s) ofbusiness, and stepped in for the Director when necessary.Support Operations Managers with overall goals and objectives maximizing resources foroptimal metrics achievement, performance, and service level adherence.Assist with budgeting, leadership, engagement, performance management, communications, and development of teams.Managed and mentored an average of 1000 new customer service representatives per year.Responsible for At Home Phone Remote Teams in addition to Offshore Chat Team. Domestic and International travel as needed for launch, meetings, and site visits.

Manage a staff of Team Leads for multiple Lines’ of Business including but not limited to Sales, Service, Support, Back Office, and Loyalty. Responsible for the launch of four (4) new programs. All Team Lead’s under my direction are responsible for a minimum of number of agents reporting to each of them; maximum Team Lead’s under my direction, 19. Accountable for agent and supervisor development, financial profitability, employee satisfaction, as well as attrition and that operational metrics are met for each program. Established internal fraud processes to minimize losses both internally and externally. Substantial fraud YoY decreases since implementation. Travel domestically as needed for site visits, client meetings, and quarterly assessments.

Responsible for the coaching, developing, and leadership of a team of associates. Job duties included but not limited to reliability and adherence improvement, NPS (customer satisfaction), average handle time, and quality. Maintaining their statistics, payroll, as well as performance improvement plans and terminations. Met daily, weekly and monthly deliverable of spreadsheet trending for Operations Manager. Attended Client calls as needed; some programs required more/less than others. Had many additional responsibilities such as up training, process improvement, and fraud liaison. During my tenure as Team Lead assisted with the launch of 3 Programs and was also Cross functional supporting two programs.