Kyle Rae Email & Phone Number

Ontario, Canada

Majorel (2020-Pres)Manager of Operations HBA USLaunched Majorels first permanent Home Based Operation internationally• Responsible for Workforce operations, program performance, hiring and HR within the home based environment with fully remote teams• Currently responsible for over 150 agents and growing through ramp, looking to expand across multiple programs based on program success• Driving Call quality, employee satisfaction and ongoing communication initiatives throughout the program• Client POC for all operational activities • Manage all areas of the of the program from recruitment, training, HR and Operation

Orillia, Ontario, Canada

Barrie, Ont

Manages the operations team for a Telecommunications client at our Barrie location. Responsible for all KPI results and performance Management. Also responsible for client Services as a POC for client requests issues and delivery of client direction.

Markham, Ontario, Canada

Responsible for the day to day operations, cost management, staffing and training needs, of the Call Centre for Hydro One • Managed 150+ indirect reports and 4 direct reports in a unionized environment • Developed directed and led call centre managers to achieve target and goals. Maintained and grew a high level of morale and developed talent within the employee population.• Delivered employee coaching and created engagement opportunities• Conducted Performance Management activities which included the development of a agent scorecard• Drove Customer Care strategy in alignment with client vision; worked closely with Client to achieve program KPIs and SLAs• Identified, made recommendations and supported the implementation of processes and procedures for the improvement of call centre operations• Worked within a Collective Agreement and worked with Grievance Review Board to settle issues• Staff Planning, report management and supported rollout of client initiatives• Completed Hiring interviews for internal positions at numerous levels (Agents, Team Leads, Team Managers)

St. John'S Newfoundland

Responsible for over 34 KPI’s, across five lines of business, and the analysis of metrics, with a focus on operational efficiencies• Directed operational activities for telecommunications client across five facilities and over 800 agents both on shore and offshore locations• Delivered client services for a $45 million account; liaised and communicated with the client and stakeholders on all programs • Directed and implemented program and training initiatives to all locations• Created and delivered all business reviews weekly, monthly and quarterly• Oversaw facility operations and budgets• Liaised and communicated with the on-site client on daily business metrics• Created strong and competent leadership teams; directed all floor activities and business processes• Developed and rolled out initiatives to hit divisional profitability targets • Managed recruiting and payroll team and provided insight into hiring activities/practices• Coordinated with quality services to maintain high level of customer service for client customers and delivery of quality programs; issue management at all levels

Toronto, Canada

Managed all operational and financial aspects of facility; managed 9 direct reports and 425 indirect across 12 client programs; directly managed Quality, Workforce Management, Training and Human Resources activities within facility; launched inbound and outbound programs, meeting the operational needs of the client; provided leadership and management direction to senior leadership team; ensured that appropriate training for all Customer Service representatives was delivered; analyzed operations efficiency, and continual improvement of Call Centre processes and procedures.

Markham And Chatham Ont

Supervised Back Office residential contract entry and later became Operations Manager for the Call Centre for inbound customer service for residential Electricity and Gas customers as well as a Telecommunications client