Michael Waller Email & Phone Number

Omaha, Ne, Us

Omaha, Nebraska, Us

Omaha, Ne, Us

Omaha, Ne, Us

Experience using Genesys and Calabrio Workforce Management Manage scheduling process Manage proactive approval and denial of discretionary activities; such as vacations, trainings, meetingsPerform other duties and assignments as directed

Omaha, Ne, Us

Responsible for managing, training and providing leadership to assigned staff (Supervisor and Business Analytics team), ensuring call routing and labor utilizations are appropriately monitored and adjustments are made in an appropriate and timely manner to support departmental and West Corporation client’s goals and maximize profitability and ensuring adherence to company policies and procedures. Create and maintain analysis reporting for West Communication Management Group executive management; 24/7 on call for issue notification and resolution, including working closely with internal teams to resolve client issues (workforce management, client services, operations teams across multiple domestic and international call center locations). Excellent problem resolution and communication skills, as well as full understanding of industry customer service principles and practices. Also responsible for tracking current trends and operations in the telemarketing industry, understanding organizational management practices as applied to the analysis and evaluation of operational needs, and following corporate and departmental policies and procedures.

Bachelor'S Degree, Business Information Systems

Associate'S Degree, Computer Systems And Network Technology