Director Contact Center Sales, Service & Operations
Current
2022 - Present
~4 yrs 4 mos
AeroLeads people directory · profile
Kyle Eddy Email & Phone Number
Contact Center Leader
at
Lee Company
1 work email found
@sphanalytics.com
1 phone found area 682
LinkedIn matched
4 data sources
Profile completeness 100%
Who is Kyle Eddy? Overview
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Quick answer
Kyle Eddy is listed as Contact Center Leader at Lee Company, based in Franklin, Tennessee, United States. AeroLeads shows a work email signal at sphanalytics.com, phone signal with area code 682, and a matched LinkedIn profile for Kyle Eddy.
Kyle Eddy previously worked as Director Contact Center Sales, Service & Operations at Lee Company and Vice President Call Center Operations at Sph Analytics. Kyle Eddy holds Bachelor Of Science - Bs, Management from Bs Management.
Company email context
Email format at Lee Company
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{first}.{last}@sphanalytics.com
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Profile bio
About Kyle Eddy
The previous two companies that I worked with were both Private Equity organizations that were successfully sold to other investment groups. As a “hands-on” executive leader tasked with streamlining operations, increase productivity, lower expenses and raise quality. I’m a senior call center leader with an “Innovative” & “results matter” philosophy. Possessing an extensive background leading domestic and near shore inbound & outbound sales and customer service delivery. Innovation leader with focused strategies that deliver results such as meeting revenue goals, budget and margin targets, developing employee relations, staff retention incentives and compensation programs. Documented track record of leading cross-functional teams to problem solving and consistently surpassing goals, objectives including customer expectations. Accomplished in delivering superior customer solutions, customer service, sales, product management, account management and strategic business planning. Adept at using analytical, qualitative and technology decision making to guide and enhance customer focused services while reducing costs and creating a path forward to improving financial results.Dedicated to collaboration with Human Resources to foster employee engagement with focus of social equality to all by creating opportunities for success and career growth. Committed to mentoring, training, and motivating staff to achieve strategic goals. Experienced with traditional Workforce Management strategies, applications and applied workforce deployment & schedule compliance. Over 10 years experience of successful work- from-home deployments.Core Skills◼ Contact Center Multi-Site Leadership ◼ Program Management ◼ Call Center Start-up◼ Workforce Scheduling & Forecasting ◼ Strategic & Tactical Planning ◼ Account Management◼ Sales Management ◼ Work from Home Deployment ◼ Big Data Collection◼ Near-shore Sourcing ◼ VoIP, WFM, IVR, CTI & ACD call routing ◼ Google Analytics◼ Vendor Management ◼ Performance Team Building ◼ Workforce Analytics
Listed skills include Leadership, Call Centers, Workforce Management, Management, and 40 others.
Current workplace
Kyle Eddy's current company
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5 roles · 27 years
Kyle Eddy work experience
A career timeline built from the work history available for this profile.
Vice President Call Center Operations
Executive team member reporting to the CEO overseeing 800-agent multisite call center. SPH is a leading Private Equity owned Healthcare analytics provider designed to improve the patient experience by keeping healthcare cost down while improve patient overall health and wellbeing. Responsible for defining and the program management of the company strategic.
Feb 2018 - Mar 2021
Senior Vice President Consumer Direct Sales & Call Center Operations
Recruited to join the Executive team reporting to the CEO. Executive Leader of the start-up of the Consumer Direct Residential Lending organization. Expanded lending from $100M to $500M annually with a team of 3 Vice Presidents and 3 Directors. Headed the newly launched consumer direct brand, “Qualifi” with oversight for the strategic planning and program.
Feb 2016 - Jan 2018
Director Of Operations - Call Center Sales & Operations
- Recruited to transform under achieving inbound/outbound high volume 1,200 agent BPO Insurance Sales & Support contact center. Center leader developing and managing $50M budget. Supervising a team of 12 senior managers..
- Within the first year achieved reduced annual labor expenses $6.5M by right sizing through alignment with the HR team and proper staffing that optimized and eradicated non-compliance schedules. Additional cost analysis.
- Impacted High Value channel Top-2 Box Telesurvey Quality and NPS results by identifying trends and improving soft skills with strategic go-forward coaching plan and by separating skill type training and application.
- Surpassed Net Promoter Score Interaction/Call Resolution survey results to first place. Structured a program that delivers consistent, monthly superior rating in both Customer Interaction and 1-Touch Resolution.
- 2015 CEO Achievement winner for outstanding performance for turning around within 8 weeks a center that missed SLA 6 consecutive months. Achieved the highest Leadership Integrity and Engagement scores with a 4.78 out.
Apr 2013 - Jan 2016
Sr Director/Vp - Call Center Operations
Responsible for the start-up and build-out of a multisite BPO call center growing to over 600 agents providing customer services for a $1.38T financial portfolio. Site leader with account management & P&L accountability including budget preparation, inclusive of call center financial goals, call center improvement projects, revenue, expense and margin.
1999 - Mar 2013
1 education record
Kyle Eddy education
-
Bs Management
FAQ
Frequently asked questions about Kyle Eddy
Quick answers generated from the profile data available on this page.
What company does Kyle Eddy work for?
Kyle Eddy works for Lee Company.
What is Kyle Eddy's role at Lee Company?
Kyle Eddy is listed as Contact Center Leader at Lee Company.
What is Kyle Eddy's email address?
AeroLeads has found 1 work email signal at @sphanalytics.com for Kyle Eddy at Lee Company.
What is Kyle Eddy's phone number?
AeroLeads has found 1 phone signal(s) with area code 682 for Kyle Eddy at Lee Company.
Where is Kyle Eddy based?
Kyle Eddy is based in Franklin, Tennessee, United States while working with Lee Company.
What companies has Kyle Eddy worked for?
Kyle Eddy has worked for Lee Company, Sph Analytics, Primary Capital, Llc, Assurant Specialty Property, and Corelogic.
How can I contact Kyle Eddy?
You can use AeroLeads to view verified contact signals for Kyle Eddy at Lee Company, including work email, phone, and LinkedIn data when available.
What schools did Kyle Eddy attend?
Kyle Eddy holds Bachelor Of Science - Bs, Management from Bs Management.
What skills is Kyle Eddy known for?
Kyle Eddy is listed with skills including Leadership, Call Centers, Workforce Management, Management, Customer Satisfaction, Strategic Planning, Process Improvement, and Operations Management.
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