Lloyd Thomas Email & Phone Number

Atlantic City, New Jersey, Us

SLT TAX PROFESSIONALS • Hackensack, NJ • 6/2023 to present. Senior Director Call Center OperationsSenior Consultant start-up for tax preparations. Operations consist of 3 call centers 125 agents each and 2 BPO processing contact center operations. Responsible for establishing KPIS, processes and procedures. Projected call volume of 3,000 calls per day for each call center. Lead a team of 4 managers per call center, 8 supervisors per call center, quality development team and WFM team. Involved in implementing new policies, procedures and system enhancements with IT. Improved sales and metrics between contact centers and vendor site locations. ✔informed and up to date on technological advancements within the call centers. ✔Implementetd KPI process, quality and workforce management processes.✔ Meet with department heads and others on a weekly, monthly or quarterly basis to give updates and request support when needed. When problems need to be resolved, meet more frequently as needed to return systems to their properly functioning order.✔ Develop computer information resources, paying special attention to areas such as strategic computing and data control.✔ Assess computing needs, system weaknesses and requirements by consulting with users, technicians, vendors and management.✔ Participate in staffing actions and decisions, including recruitment, hiring, supervising and training new hires.✔ Assign and oversee the work of the of the call centers and BPO processes hired by the company, including programmers and systems analysts.✔ Direct, manage and oversee daily operations within the 3 call center departments, ensuring that employees meet deadlines and work efficiently.

Florham Park, New Jersey, Us

Conduct effective resource planning to maximize resource productivity, including people and technology. Accountable for three call centers focused on operational performance, quality assurance, service performance metrics, and call handling. Uphold quality standards and ensure compliance with service level agreements and customer satisfaction. Collect and interpret department data and make recommendations on the efficiency and effectiveness of staff and existing procedures. Develop organizational capacity plans through forecasting and data trending, hiring, coaching, and training staff✔ Improved attrition from 20% to under 5% by consistently communicating individual and team goals/expectations and ensuring achievement.✔ WFM Planning for onsite and remote. 100 agents on site 130 remote ✔Responsible for all call center quality management activities focused on service and operational performance with a call volume of 5,000+ calls per day. 1.5 billion annually.✔ Enhanced abandonment rates from 50% to under 10% within six months. ✔ Collected and analyzed call center statistics focused on sales, rates, costs, and customer service metrics – consistently exceeded SLA 80/45.✔ Identified training needs and workload requirements by reviewing and analyzing productivity, quality, sales, and adherence performance data – established KPIs for clients and internal operations. ✔ Implemented change management initiatives to boost morale. ✔ Led a team of 12 supervisors and 12 leads. Increased headcount from 100 to 230, including 130 remote staff within 3 months.

Mount Kisco, New York, Us

CareMount Medical Description:Since joining CareMount Medical in 2019, I oversee the daily activities of 11 leaders and 100 representatives while establishing performance metrics and KPIs, and devising and implementing motivational programs to drive performance.I provide consistent feedback and development opportunities to agents, supervisors, and managers through effective coaching and training. I liaise between the business, operations staff, other client entities, and vendors to forge and sustain relationships. Transitioned 100% workforce to remote status while maintaining 90% adherence.✔ Reduced abandonment rates from 20% to 6%.✔ Established multiple levels within the contact center, thereby developing clear career pathing for agents.✔ Achieved best performance since contact center’s inception through service-level expectations, coaching and feedback on performance, and promoting schedule adherence.✔ Implemented Salesforce for the Voice of the Customer (VOC) to measure agent call quality and assess quality, propelling improved efficiency of IVR system and caller satisfaction.

Dallas, Tx, Us

Following my promotion, I directed the daily activities of 500+ agents, 41 supervisors, and 10 managers handling Kronos payroll administration. I established performance measurements for the call center in full compliance with metrics and time management; served as key member of metrics roll-out to other centers. I also worked closely with Human Resources, Worker’s Compensation, and other resources providing rapid resolution on high-absence cases.✔ Achieved 90% service level, garnering recognition as most-improved attendance and most efficient by partnering with other call centers, including vendor centers.✔ Cut handle time to 600; and increased adherence 94%, 24-hour resolution to 92.5%, and tariff resolved to 89% through implementation of training initiatives and partnering with Quality Control and other call centers implementing LEAP Process Management to northeast region.