Csc Management
CurrentResponsible for the Day to Day Operation of the Account Management Toll Enforcement Center servicing the Miami-Dade & Tampa Hillsboro Expressway Authorities with diverse channels of communication which were strategically customized in catering to our respective customers of the State of Florida Open Toll Road Initiative. Overall supervision of Operations, Training, Quality Assurance and Production departments. Responsible for call volume projections and forecasting based on historical workforce management efforts.Responsible for staffing of 65 CRS’s, 10 Lead CSR’s 5 QAR’s and 7 back office FTE’s. Worked daily with other department heads to ensure meeting of contractual metrics. Directly responsible for adherence and compliance of all operational SOP’s as set forth by the Miami-Dade and Tampa Hillsboro.