Leticia Wright Email & Phone Number

Remote

• Manages overall performance of the call center department and employees consisting of 3 Supervisors and 60+ agents.
• Identifies and resolves operational problems using defined processes, expertise, and judgment.
• Guide and mentor, the Supervisor, and their agents to adhere to the company goals and culture.
• Assist with escalations calls and improving customer satisfaction experience.
• Oversee the Call-Center’s CRM cases/tasks/emails, to keep Call-Center Agent response-times within acceptable parameters.

Work From Home

Responsible for planning, directing, and overseeing the operations and fiscal health of the department.Drive staff results by communicating job expectations, planning, monitoring, and appraising job results; coaching, counseling, developing, coordinating, and enforcing systems, policies, procedures, service levels and key performance goals. Create.

Ennis, Texas, United States

Point of contact for contractors and the liaise between site’s leadership team members. Enforce all workplace polices and procedures. Maintain and adhere to departmental budget for all site events to cultivate our employee.Meet with potential clients and review our business strategies on our contact center outsourcing services.Responsible for updating and.

Dallas, Texas, United States

Enhances the organizations human resources by planning, implementing, and evaluating employee relations and human resources policies, programs, and practices.Maintained human resource staff by recruiting, selecting, orienting, and training. Reconciled monthly billing and provides invoicing to clients. Managed guidelines by preparing, updating, and.

Aurora, Colorado, United States

Planned and coordinated the operations of the departments and operating unit. Planned and maintained systems and procedures for operating efficiency and managed staff for optimum performance. Reviewed performance data financials and analysis reports to monitor and measure productivity, goal progression and activity levels. Managed client expectations and.

Certification Six Sigma Green Belt

Bachelor Of Business Administration - Bba, Business Administration And Management, General