Responsible for guiding the entire organization's operations, setting the strategic course, and ensuring its smooth execution. My focus is on driving profitability while simultaneously managing the company's structure and communication. I work hand-in-hand with process development and marketing teams to deliver exceptional client service, consistently meeting deadlines and budgets. I'm proactive in identifying and overcoming any roadblocks, providing constructive feedback to continually improve processes and systems. I'm constantly seeking ways to improve our market speed, cost efficiency, and service quality. I excel at handling complex situations with urgency and creating the tools, processes, and analytics to support company objectives across clients, product development, and system management. I establish systems to track progress and ensure we're on track to meet marketing and profit goals.My role encompasses all aspects of operations, including client relations, employee engagement, and support services. I provide ongoing feedback to enhance efficiency, sales, and profitability. I build relationships by recognizing what's working well and identifying opportunities for improvement. I support our largest accounts, collaborating closely with sales and marketing to achieve their goals. I manage B2B accounts, ensuring optimal client experience and tracking key performance indicators. I keep our systems and data flow running smoothly. I provide vital daily, weekly, and month-end support to Finance for all operational-related financial activities. I use analytics to track employee performance and anticipate potential problems, offering solutions quickly and effectively. I provide regular reporting and visibility into key business trends, ensuring transparency and integrity throughout the entire process.

- Following the directives of the Director or the Operations Senior Manager.- Providing customer service to all internal clients of Recon.- Collaborating and cooperating with other functional areas including Human Resources, Training, Workforce, Marketing and Finance/Payroll.- Fostering a team environment with peers on the supervisor team.- Providing leadership, direction, support and career development to Supervisors in a manner that is consistent with Recons core values and business objectives.- Train, motivate and coach Supervisors on the essential skills needed by each team member to succeed in their job.- Appropriately prioritize team goals and individual goals to effectively achieve business objectives.- Communicate frequently and openly to motivate team members to achieve goals. - Actively seeking input from team members who will be impacted by any change to existing operations.- Provide rewards and recognition to top performers.- Seeking for opportunities to improve operations including people, processes and technologies.- Ensuring that team, client and subscriber expectations are met and exceeded.- Collaborating with Workforce Management to implement their recommendations for improving operational efficiencies.- Collaborating with Human Resources to ensure that policies and procedures are consistently and fairly applied.- Working with the Quality Department to ensure consistency in call evaluations and that quality objectives are achieved.- Assisting the Director/Senior Manager with strategic planning as it pertains to operations.- Maintain an excellent working knowledge of the entire operation, as well as developing projects.- Updates and continuously develop knowledge of products, processes and trends to provide recommendations that improve client experience, employee satisfaction and corporate performance.- Developing and implementing standard operating procedures for the departments and ensure best practices are maintained.

- Identify and reinforce positive behaviors through formal and informal reward and recognition.- Encourage and develop teamwork among others and themselves.- Effectively communicate corporate and business expectations to all team members.- Responsible for leading a team of up to 20 employees.- Responsible for assets under their control.- Responsible for daily call monitoring to provide feedback and coaching of team members per the quality standards.

Handling 18 Representatives, and in complete charge of enhancing their set of skills to reach the campaign's expected target. Mainly focused on Telecommunication products and call handling abilities prioritizing the quality of experience and service that the customer gets. Overcoming challenges quickly, identifying opportunities, and formulating new actions towards quality customers service and experience.- Responsible for direct supervision of 15-18 agents- Responsible for the attainment of client set goals, efficiency targets and overall team performance- Performs consistent and affective coaching sessions to address performance gaps- Analyzes agents performance and develops action plan to bridge gaps- Conducts regular performance management to improve challenged members of the team

Handling 16 over the phone Technicians and in complete charge of enhancing/nurturing their skill set to meet Client and Campaign expectations. the main objective is to mitigate challenges, identify opportunities, and complete the execution of SMART Action plans. As well as maintaining a healthy and well-balanced working environment while driving a 100% quality customer experience all the time.- Manage a team of agents to achieve or exceed goals and key performance indicators by periodic coaching and mentoring.- Ensure that agents are informed and trained on product and system updates necessary to perform their tasks effectively.- Conduct business reviews and performance management activities to assist in the agents continuous development.- Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed.- Assist in queue management using the tools available to them and in coordination with the Global Command Center.- Prepare and submit all required reports (which includes but not limited to performance reviews, Agent KPI performance, scorecards, case analysis) to the Operations Manager.- Attend internal and external calibration sessions and other client meetings.- Perform administrative and other similar tasks, as assigned.- Act as a liaison between the management / Human Resources group and the agents. This means all matters pertaining to benefits, grievances and other HR concerns should be escalated to the proper authorities for immediate and appropriate action.- Conduct team building activities and design performance-based incentive programs in accordance with documented policies.- Ensure that the agents conduct themselves in accordance with the Employee Handbook and other policies that may be enforced at any given time.

Responsible for developing the knowledge and skills of a company's workforce to meet its current and future business objectives.- Provide support, primarily via phone to product users. (often involving complex issues and functionality)- Conduct user training sessions.- Troubleshoot and test customer-reported product defects and issues.- Track and manage support activities.- Identify and escalate issues to appropriate internal personnel.- Advise users on best-practices.- Work cross-functionally with other Legal Tracker teams to ensure customer satisfaction.- Ensure customer retention and satisfaction.Identify process opportunities, and develop and improve processes for trainings, support, and usage/adoption- Recommend and advocate for product enhancements based on product expertise and analysis/evaluation of customer needs

Online order-taker for Cable boxes and other needed equipment while driving quality customer experience.- Attends to customers' needs by answering product and service-related queries.- Provides product overview and information about other services and offerings.- Suggesting information about other products and services.- Opens customer accounts by recording account information.- Maintains customer records by updating account information.- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem expediting correction or adjustment; following up to ensure resolution.- Maintains financial accounts by processing customer adjustments. Recommends potential products or services to management by collecting customer information and analyzing customer needs. Prepares product or service reports by collecting and analyzing customer information. Contributes to team effort by accomplishing related results as needed.

Over the phone catalogue for a Canadian subsidiary of the American-based Sears department store chain.- Attends to customers' needs by answering product and service-related queries.- Provides product overview and information about other services and offerings.- Suggesting information about other products and services.- Opens customer accounts by recording account information.- Maintains customer records by updating account information.- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem expediting correction or adjustment; following up to ensure resolution.- Maintains financial accounts by processing customer adjustments. Recommends potential products or services to management by collecting customer information and analyzing customer needs. Prepares product or service reports by collecting and analyzing customer information. Contributes to team effort by accomplishing related results as needed.