Lee Massey Email and Phone Number

Manage front line supervisors responsible for the day-to-day performance of 300 Retention sales and care representatives in a fast pace high call volume consumer contact center. Manage the daily operation of the contact center ensuring all activities are in line with the goal of meeting monthly customer retention targets, sales quota, service levels, and quality measurements.•Work with senior management to establish priorities, standards and performance objectives for the customer contact center.•Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.•Review call center statistics to measure staff performance and the need for improvement.•Maintain a productive and motivating work environment for all employees.•Analyze call center trends and recommend appropriate actions in reaction to trend analysis