Directly responsible for day-to-day operations, customer care quality, productivity, and the work environment of four supervisors and forty experts to care for a single customer base of approximately 130,000 customers. Responsible for ensuring that the employee base meets objectives for profitability, efficiency, and resolution. More than that, the manager aligns the customer experience across all four teams and shifts. Role model for how to coach, develop, lead, and motivate the team. Works to be the critical link for the team to the engineering, retail, and other groups also supporting the same group of customers. Perform real-time analysis on business data and set direction for the team, aligned with the site and business goals. Actively engaged with the front line and have the opportunity to directly influence the results of their teams and their customer base. Indirectly manage 620 call center agents and work with peers to provide leadership and direction in carrying out the site goals and vision.

Directly responsible for day-to-day operations, customer care quality, productivity, and the work environment of 7 teams with ~100 agents. Ensure teams are actively expanding customer relationships and meeting sales goals by cross-selling/up-selling products and services. Indirectly manage all call center agents and work with peer Team Managers to provide leadership and direction in carrying out the site goals and vision.

* Led the design, development, implementation and maintenance of a skills inventory to assist in human resource planning and identification of learning needs.* Researched and recommended a complement of internal and external learning programs that align with the organizations business objectives and employee needs.* Responsible for executing the entire training process, needs assessment, development and/or outsourcing of training programs, including content, delivering of training programs and evaluation of effectiveness of training.* Responsible for the management and continuous improvement of the curriculum and content. Worked directly with business leaders to define and coordinate customized programs based on their group’s needs.* Developed and delivered management information reports to track and benchmark learning and development participation, costs, benefits, etc.

Directly responsible for day-to-day operations, customer care quality, productivity, and the work environment of 7 teams with ~100 agents. Ensure teams are actively expanding customer relationships and meeting sales goals by cross-selling/up-selling products and services. Indirectly manage all call center agents and work with peer Team Managers to provide leadership and direction in carrying out the site goals and vision.

* Led the design, development, implementation and maintenance of a skills inventory to assist in human resource planning and identification of learning needs.* Researched and recommended a complement of internal and external learning programs that align with the organizations business objectives and employee needs.* Responsible for executing the entire training process, needs assessment, development and/or outsourcing of training programs, including content, delivering of training programs and evaluation of effectiveness of training.* Responsible for the management and continuous improvement of the curriculum and content. Worked directly with business leaders to define and coordinate customized programs based on their group’s needs.* Developed and delivered management information reports to track and benchmark learning and development participation, costs, benefits, etc.

Directly responsible for day-to-day operations, customer care quality, productivity, and the work environment of 7 teams with ~100 agents. Ensure teams are actively expanding customer relationships and meeting sales goals by cross-selling/up-selling products and services. Indirectly manage all call center agents and work with peer Team Managers to provide leadership and direction in carrying out the site goals and vision.

Coached and developed 16 non-exempt direct reports by identifying behavioral trends and partnering with them to develop action plans that generated exceptional customer service experiences that resulted in high rankings on most key metrics in comparison to the other teams and developed a coaching session documentation methodology that was implemented in the call center to drive efficiency to detail and effective performance follow up.