Responsible for the management of multiple lines of business within the contact center. I collaborate regularly with director and VP level management, voice communications, multiple call centers, and peers to ensure we are meeting contractual goals for service level, abandon rate, and other metrics. Key duties:• Weekly/monthly forecasting through historical data as well as current trends.• Presenting and implementing strategies to ensure we are best servicing the customers • Schedule management of multiple lines of business.• PTO approval and denial• Weekly Net Staff meeting with contact center management• Shift bid completion• Analyze previous days performance and provide summaries to upper management.

Responsible for the management of several programs within the Command Center. I collaborate daily with call centers and direct reports to ensure we are meeting contractual goals for occupancy, service level, average handle time, adherence, and other metrics. I also work with my direct reports through coaching and monthly one-on-one meetings to encourage professional development, verbalize expectations and work through any other issues they may have.Key duties:Collaborates with multiple call centers across the world with approximately 10,000 + agents to ensure they are appropriately staffed to meet the needs of customers.Manages/coaches /encourages direct reports to ensure the command center is giving the best service possible to multiple clients.Review intraday sheets and historical data daily.Works with new clients during the implementation process.

Collaborated with call center operations to ensure goals such as occupancy, service level, handle time, and adherence were met. Also provided SEV1 and SEV2 problem escalation support. When monitoring these call centers I was required to have a great attention to detail and the ability to multitask. Key duties:Manage multiple programs on a daily basis.Analyzed daily reports to find call patterns, staffing needs and to ensure that staffing is congruent with call volume.

Worked with Macy's vendors on Advance Ship Notices where I communicated with those vendors providing updates on routing issues. On a daily basis I contacted vendors via e-mail and over the phone to ensure that product orders were accurate. To be successful in my position I must worked fluently with computer programs such as spreadsheets. I was also entrusted by my supervision to complete in-house projects reflecting the effectiveness of our department. Key duties:Took ownership of venders to ensure that they were meeting our needs as well as Macy's meeting theirs.Trouble shooting SPOC for vendors p-z.

Key duties:Hired, managed, and trained new Customer Service representatives.Coached my direct reports to raise the company's profits for the year.Worked in correspondence with the store owner to ensure all employees were giving great customer service.

Processed customer orders over the phone. Responsible for providing accurate recommendations on products offered by Staples to our customers. Also assisted customers in finding specific supplies they needed.Key duties:Provided superior customer service to businesses and individual customers.