Michael George Email & Phone Number

Dublin, Ohio, United States

• Create a Talent Methodology using Best-in-Class principles, core competency, and screening practices that are sustainable through expansive growth.
• Personally lead hiring plan and execution for key corporate level hiring.
• Tactically implement and Integrate new ATS technology and application.
• Design and implement ATS configurations based on data and workflows with strong technical knowledge.
• Develop a sustainable marketing strategy for social media hiring efforts.
• Collaborate with WFM on attrition and hiring trends to deliver on people forecast needs.

Dublin, Ohio, United States

• Manage the day-to-day design and implementation of recruitment processes and deliverables
• Create onboarding project plans based on defined needs of project engagement.
• Develop process documentation for onboarding processes for new client engagements.
• Work to define clear performance goals and objectives for sourcing team members as client SLAs require.
• Support and collaborate with team leaders on proper team resourcing, performance management, and client satisfaction.
• Establish regular communications with direct reports through 1-1 meetings, attend manager’s team meetings, and be involved in other regular touchpoints.

• Perform analysis of hiring needs and provide employee hiring forecast
• Create and present KPI reports
• Develop sustainable talent acquisition and hiring plans and strategies
• Find and solve bottlenecks in the recruiting process
• Plan procedures for improving the candidate experience
• Suggest measures for improving employee retention

Columbus, Ohio Area

• Strategic leadership in 2 international countries, 4 domestic locations, and Work at Home solution in 28 states with a combined staff of over 870 professionals
• Own the operational direction and performance provided for the clients I represent, including meeting and exceeding performance metrics and deliverables as outlined in the contract.
• Liaison between client-vendor managers and Teleperformance as the single point of ownership. Communicate what we are hearing and seeing developing and presenting strategies to the client-vendor management team directly
• Lead workforce planning initiatives in partnership with our Workforce department and client to evaluate, plan and hire staffing to meet service level requirements.
• Evaluate Key Performance Indicators moving from a ranked spot of 4th place to 1st place within the 1st year of ownership, by modernizing the interaction between employees and their performance
• Revamp our Standard Operating Procedures resulting in clarity in roles, interactions, and performance. After rolling out our new process this resulted in an improvement from 76% to 84% Quality performance score within.

Salt Lake City, Utah, United States

• Manage Domestic US location for Financial company focused on providing the highest possible service for military members
• Manage the Salt Lake City site of over 700 Member Service Representatives and with 4 Assistant Contact Center Managers dotted line ownership for Recruiting, Facilities, Human Resources, and Security
• Implementation of the new Shreveport Louisiana facility. Oversee the construction buildout, security auditing, and tiger team for initial ramp including IT, recruiting, training, and operations.
• Through changes in the training and New hire training process, we were able to improve the MSAT (Member Satisfaction) score from 87% to 95%
• Manage KPI's through the development of performance scorecards and stack ranking which evaluating Service Level, QA, AHT, MSAT, Attendance, Attrition, Revenue, and Gross Margin performance

Greater Salt Lake City Area

• Manage critical projects for Teleperformance including the integration of newly acquired companies, and the implementation of new company standards
• Provide oversight to US regional projects as well as partnering to support global initiatives in over 35 countries for over 50 fortune 500 companies
• Hire, develop, and train a staff of 12 project management professionals to oversee strategic projects as well as 4 IT Project Managers owning support of strategic accounts
• Manage Project Management Office (PMO) responsible for launching 174 successful launches per year, a 245% growth since ownership of the team
• Partner with functional leaders across the organization to identify resources, incorporate them into project resource plan, track, and relay performance throughout the project.
• Author standardized documentation, restructuring of existing processes, implementation of new processes, and improvement of cross-team communication to increase productivity, and reduce projects that were delayed

Salt Lake City, Utah, United States

• Lead technical software development projects utilizing Agile, Waterfall, and Extreme programming methodology. Eliminating rework by over 12%, at the same time expediting the average programming timeline by one week.
• Implement on time, successful projects consisting of the Construction of 8 new facilities from the ground up to fully functional active call centers taking customer calls, chats, texts, or handling back-office emails
• Develop budgets, helped define the Scope, and then developed the in-depth project plan in partnership with key stakeholders, and project sponsor
• Ensure project was on task business need and customer needs were met, managed team communication including the reporting of the project status
• Identify through risk evaluation problems that may occur during the project and developing solutions to be executed if the risk were to present itself. As issues were identified during the implementation these would be.
• Lead debrief meeting after acceptance of the project. documented actual results in comparison to the measures outlined in the project scope

Buenos Aires Province, Argentina

• Evaluate established recruiting practices and optimized the process through a ground up solution of the workflow, reducing hiring time from 6-8 hours down to 2 hours end to end while improving the quality of employees.
• Establish baseline metrics utilized to ensure each applicant was measured accurately and consistently allowing the Training and operations team to know exactly the skillset of any class recruiting produced.
• Built digitized tracking system applicants to report Real-time data of applicant pool as they track through 4 stages of the hiring process.

Salt Lake City, Utah, United States

- Owned the evaluation of new hires into Teleperformance testing for skills as outlined by client contracts as well as Teleperformance specific standards.- Partnered with the operations team to evaluate profiles of new hires and calibrate to hiring profile.- Conduct onboarding ensuring all required hiring documentation as required by State and Federal.

Salt Lake City, Utah, United States

- Worked with developers to correct over 40 software bugs.- Co-Authored over 108 Knowledgebase articles to be viewed by customers and staff to quickly diagnose and resolve technical issues.

Salt Lake City, Utah, United States

- Devised process improvement, improving Average Handle Time from 7 Minutes to less than 6 minutes through the the identification of the issue and utilization of my 5 steps of resolution in a specific order.- Assisted in solving real-time customer issues unsolved through 1st line support line.

Greater Salt Lake City Area

- Advised and resolved on average 90 customer's software issues daily.

Pmp - Project Management Professional, Project Management

Activities and Societies: Project Management Institute

Capm - Certified Associate Project Manager, Project Management

Activities and Societies: Project Management Institute

Mpm - Master Project Manager, Project Management

Activities and Societies: The American Academy of Project Managers

Education record