Matt Mcgee Email & Phone Number

Abilene, Tx, Us

Leading Technology & Systems teams to strategize and implement cutting-edge technology solutions that streamline workflows, optimize performance, and deliver exceptional customer service.Workforce Management teams to craft data-driven scheduling, forecasting, and routing strategies to ensure the right agents are always available when needed.Data-Driven Reporting Analysts that extract actionable insights from call center data to improve efficiency, identify key trends, and drive… Show more Leading Technology & Systems teams to strategize and implement cutting-edge technology solutions that streamline workflows, optimize performance, and deliver exceptional customer service.Workforce Management teams to craft data-driven scheduling, forecasting, and routing strategies to ensure the right agents are always available when needed.Data-Driven Reporting Analysts that extract actionable insights from call center data to improve efficiency, identify key trends, and drive continuous improvement.Quality Assurance teams that foster a culture of excellence by setting quality standards, monitoring performance, and providing coaching and development opportunities. Show less

- Design, Build, & Test cloud-based call center technology- Maintain current industry standards in cloud technology and contact center operations

Bryan/College Station, Texas Area

- Lead team of implementation managers and professional services staff- Ensures project milestones and deadlines are met according to customer goals- Design, Build, & Test cloud-based call center technology platforms- Maintain current industry standards in cloud technology and contact center operations

Houston, Texas

- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies.- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.- Maintains and improves call center operations by… Show more - Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies.- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.- Accomplishes call center human resource objectives by training, assigning, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Show less

Houston, Texas Area

- Research and Implementation of technical strategic solutions.- Direct technical systems and processes research by studying organizational goals, strategies, practices, and projects.- Complete projects by coordinating resources and timetables with users and other departments.- Recommend technology strategies, policies, and procedures by evaluating organizational requirements and goals.- Accomplish financial objectives by forecasting organizational requirements and… Show more - Research and Implementation of technical strategic solutions.- Direct technical systems and processes research by studying organizational goals, strategies, practices, and projects.- Complete projects by coordinating resources and timetables with users and other departments.- Recommend technology strategies, policies, and procedures by evaluating organizational requirements and goals.- Accomplish financial objectives by forecasting organizational requirements and timelines.- Manage a team of staff.- Manage, design, and implement Interactive Voice Response and telephony systems.- Utilize technical knowledge and business requirements to design and implement secure solutions to meet organizational needs and goals.- Contribute to management of day to day functions of the Call Center.- Continually evaluate current systems and technology to ensure the organization is competitive with the market. Show less

Houston, Texas Area

- Oversee all help desk activities.- Respond to escalated help desk issues.- Interact with clients on all levels to help resolve IT-related issues and provides answers in a timely manner.- Assist in the planning and implementation of additions, deletions, and major modifications to the supporting infrastructure.- Determine what the client's business requirements are and whether the products or services being considered are suitable.- Provide pricing and quotes to clients in… Show more - Oversee all help desk activities.- Respond to escalated help desk issues.- Interact with clients on all levels to help resolve IT-related issues and provides answers in a timely manner.- Assist in the planning and implementation of additions, deletions, and major modifications to the supporting infrastructure.- Determine what the client's business requirements are and whether the products or services being considered are suitable.- Provide pricing and quotes to clients in a timely manner. Show less

Education record

Education record