Manage team responsible for performing departmental real-time workforce operations of contact center. Monitor application of the traffic and scheduling function, including policy and procedures, operation structure, and information flow. Coach, develop and lead the Real Time Analysts.

Analyzed current internal processes in order to determine efficiency and developed tools, such as databases and excel workbooks, to enhance the efficiency of the current processes. Audited the work of team members to ensure accuracy and provide necessary coaching to improve the quality of work by team members. Motivated team members to perform at their maximum potential using goal setting, recognition and coaching.

Processed and analyzed credit of prospective consumer and business customers to determine eligibility to activate service. Activated customer’s cell phones and accounts. Assisted customers with billing questions and issues. Trained new representatives. Managed projects that assisted in billing system conversion by analyzing converted data in order to identify and correct errors; assisted in billing audits in order to identify and remedy mistakes.