Provide direction to the Interaction team that monitors internal and external call center technology including Genesys and Salesforce platforms. Provides support to over 1200 call center agents.Implement proven methodologies for continuous team development and improvement such as Kanban, Agile, and self-management processes.Responsible for validating FTC and FCC compliance regulations are maintained including abandon rates, DNC (Do Not Call) lists and TCPA… Show more Provide direction to the Interaction team that monitors internal and external call center technology including Genesys and Salesforce platforms. Provides support to over 1200 call center agents.Implement proven methodologies for continuous team development and improvement such as Kanban, Agile, and self-management processes.Responsible for validating FTC and FCC compliance regulations are maintained including abandon rates, DNC (Do Not Call) lists and TCPA regulations.Manages the development resources that create and maintain applications that support automated processes to increase operational efficiency. This includes Dialers, IVRs (Intelligent Voice Response), CTI (Computer Telephone Integration), ACDs (Automatic Call Distributors), Chat, SMS Text, Email, Call Recording and Workforce Management applications.Participates in the development and implementation of standard departmental guidelines and procedures to improve processes, effectiveness, efficiency, and quality of service. Show less

Manage and provide direction for six technical direct reports that support predictive dialer operations and operational run support to 600 call center agents. Recommend and develop customer service dialer campaigns and contact strategies for departments across the university. Troubleshoot call routing issues for inbound, outbound, chat, and SMS texting interactions. Implement proven methodologies for continuous team development and improvement such as Kanban, Agile, and self-management… Show more Manage and provide direction for six technical direct reports that support predictive dialer operations and operational run support to 600 call center agents. Recommend and develop customer service dialer campaigns and contact strategies for departments across the university. Troubleshoot call routing issues for inbound, outbound, chat, and SMS texting interactions. Implement proven methodologies for continuous team development and improvement such as Kanban, Agile, and self-management processes. Create and implement operational processes, procedures, and supporting documentation for all dialer and run support activities in the call center. Show less

Managed five direct reports that supported operational run support to 400 call center agents. Monitored and provided triage support for all call center system issues and outages. Directed all on-boarding activities for new-hire call center agents. Developed call center operational "best practices" guidelines and procedures. Supported equipment and facility requests within the call center.

Trained new hire business analysts that joined the team. Researched and communicated questions related to call routing and agent interactions. Developed and maintained numerous call center reports. Trained front-line managers in other departments on call center practices and processes. Develop operational support best practices and created supporting documentation.