Richard Mccaffery Email & Phone Number

Fort Collins, Colorado, United States

Fort Collins, Colorado Area

• Directing a workforce of 200-300 employees to meet customer demand.
• Minimizing costs through operational efficiency and process improvement.
• Coordinate the daily activities of Quality Assurance, Editing, and Phone Center departments to ensure key performance and quality metrics are met.

• Responsible for the planning and implementation of day to day activities to ensure global profitability and quality goals are met.
• Lead operations team through merger by identifying, documenting, standardizing, and training best practices through out phone center operations.
• Oversee all operational aspects Fort Collins phone center, managing 100+ employees over business to business and consumer shifts.

• Responsible for strategically aligning day to day operational activities to meet corporate goals for profitability and customer expectation.
• Reduced costs and increased efficiency by consolidating roles and responsibilities, maximizing resources, re-negotiating vendor contracts, and automation of labor intensive processes.
• Reported financials directly to General Manager.

• Assigned to maintain client relationships through effective communication and project management to ensure client data collection needs were fulfilled.
• Oversee all aspects of project management throughout a study lifecycle in PBR.
• Liaison between PBR and OBS offshore call center, overseeing day-to-day communication and adherence to expected quality and performance standards.

• Oversaw all operational aspects of 100+ seat phone center.
• Managed team of 10 supervisors covering business to business and consumer shifts, with overall responsibility for over 115 employees.
• Oversaw all aspects of opening call center facility from selection of location and renovation to hiring and training of all site employees.
• Trained management team on Lean Principles (systematic elimination of waste). Implemented four improvement events that significantly increased annual revenue with no increase in labor or material costs.

• Responsible for all aspects of project scheduling for over 700 projects per year, managed production for all projects in field, controlled operational resources to reach daily project goals at or below budgeted costs.
• Planned daily workflow, monitored progress and adjusted resources to meet customer goals through continual and effective communication across four phone centers and hub office.
• Oversaw system and material resources for CATI system, SER Dialers, and project sample.