Mike Pancoe Email & Phone Number

Brookfield, Wisc., Us

Vice President (Operations): November 2001 to PresentGeneral Responsibilities (Operations): Provide vision and leadership for multiple domestic call center operations located in Omaha and Atlanta. Develop and implement functional operation plans that aligns with the company’s strategic direction.General Responsibilities (Vendor Management): Provide leadership and oversight for three strategic vendors located in the Philippines, India and Dominican Republic.Financial Responsibilities: Create and maintain a Fifty million dollar budget and effectively prioritize the operation's business cases/expense opportunities.Employee Responsibilities: Provide development and growth opportunities for 8 direct and 800 indirect reports. Drive an effective employee engagement plan to ensure the organization achieves its financial and client expectations. Additional, align 900 outsourced agents to fit with First Data’s strategic customer engagement model.Client Responsibilities: Build/strengthen primary relationships and ensure the operation aligns to the internal/external client’s objectives. Technical Responsibilities: Create a plan to remain on the leading edge of technology and execute on opportunities that enhance the service to the Client and/or reduce the expenses to the company.

Brookfield, Wisc., Us

General Responsibilities: Provide leadership and daily/future focus, for three distinct Voice Authorization platforms, to meet or exceed internal and external expectations. Maintain the appropriate staffing levels to ensure our Client's service expectations and budgeted costs per call are achieved. Financial Responsibilities: Create and maintain a ten million dollar budget and provide the vision, creation and execution of business cases that positively impact the financials.Employee Responsibilities: Provide leadership and growth opportunities to approximately 8 direct and 300 indirect reports. Ensure employee satisfaction through effective communication, maintaining employee incentive plans and providing a safe and enjoyable work environment.Client Responsibilities: Develop professional rapport with internal and external clients. Provide product leadership in discussing issues with the Client. Technical Responsibilities: Monitor the ARU, ACD and Mainframe performance daily. Ensure our help desk provides the proper escalation of issues to the appropriate organizations. Analyze existing ARU scripting and modify to increase customer satisfaction and organization objectives

Brookfield, Wisc., Us

General Responsibilities: The responsibilities for this position mirrored those defined for the Directors role, however the scope of the position included responsibility for only one of the three Voice Authorization platforms. Additionally, the direct and indirect reports reduced to 8 and 150 respectfully