- Fostering communication with stakeholders, both inside and outside the organization, to promote project achievement.- Supporting projects by tracking tasks, progress, and ideas.- Providing timely responses to agent inquiries, both through Slack and phone calls.- Assessing agent calls and providing coaching when needed.- Elevating concerns to other team leads and management.- Directly tackling issues with agents as they arise.- Responding to agents’ inquiries about policies and attendance.- Supporting fellow leads by answering their requests and questions.- Provided metrics and reports to support management decisions, when requested.

- Improved company sales by hosting monthly meetings to explore cost-effective ways to boost the company.- Virtually executed operations with domestic and global locations using remote communication.Collaborated with HR and management to develop policies that resulted in $100k in payroll savings this year.- Maintained 100% compliance with payroll policies and procedures by providing quarterly training and consistent follow-up coaching to all agents.- Tracked project progress on bonus pay research, focusing on the funding options for over 100 employees, and delivered reports on the findings. - Developed, marketed, and monitored internal sales events and competitions to foster a healthy competitive work environment.- Spearheaded efforts to reduce call times and enhance customer interaction skills, leading to positive improvements in phone metrics.-Communicate pertinent information to matrix organization leaders to assist with business decisions and employee communications “Employee Liaison”. - Handled call center routing for Aspect and Noble systems across two sites.- Forecast staffing needs for two call centers, working in three-week cycles.- Completed all call center integration tasks following the acquisition by the parent company.- Developed and rolled out a new profit-sharing system for 100+ employees, including senior management and call center agents.