Robert Drury Email & Phone Number

Toronto And Vancouver

Active management of 160 employees in call centre locations in Toronto, Ottawa and Vancouver, focusing on performance improvement, operational efficiency, and improving employee relations and morale.Responsible for call centre training and coaching the fundraising team to achieve and exceed performance goals on an average of 16 different campaigns each week.Implemented new coaching strategies in both Toronto and Vancouver to ensure high level quality and performance, insuring that not… Show more Active management of 160 employees in call centre locations in Toronto, Ottawa and Vancouver, focusing on performance improvement, operational efficiency, and improving employee relations and morale.Responsible for call centre training and coaching the fundraising team to achieve and exceed performance goals on an average of 16 different campaigns each week.Implemented new coaching strategies in both Toronto and Vancouver to ensure high level quality and performance, insuring that not just the lowest performing team members were receiving coaching but all team members. Management representative on all Company/Union committees.Successfully grew the call centre operations by 35% between September and December 2011, while maintaining performance and quality standards.Initiated and implemented PCI Compliance company wide.Ensured compliance to telemarketing and professional fundraising regulations within Canada and the United States.Certified Management Representative on the joint Health and Safety Committee. Show less

Management of Echo's Telefundraising Call Centre. Including 5 team leaders, all aspects of a 50 seat call centre, production scheduling, coaching, response management, quality control, hiring training and development and terminations for 75 account representatives. Managed team of 6 Account Managers who had responsibility for project management of 125 campaigns annually, and servicing a portfolio of 36 Clients. Owned relationships with existing outsourced partners for maximum client… Show more Management of Echo's Telefundraising Call Centre. Including 5 team leaders, all aspects of a 50 seat call centre, production scheduling, coaching, response management, quality control, hiring training and development and terminations for 75 account representatives. Managed team of 6 Account Managers who had responsibility for project management of 125 campaigns annually, and servicing a portfolio of 36 Clients. Owned relationships with existing outsourced partners for maximum client satisfaction and value for direct mail, phone appending, graphic design, printing services, and custom website services. Show less

Responsibility for scheduling and forecasting call centre volumes on a daily, weekly and monthly basis.Management of a training leader, planned staffing requirements, hiring and training to meet production goals.Management of Administrative Specialist, maximizing effectiveness of all corporate departments through offloading of administrative responsibilities.Selection, negotiation and management of direct mail provider partner to process and mail daily files of letters resulting… Show more Responsibility for scheduling and forecasting call centre volumes on a daily, weekly and monthly basis.Management of a training leader, planned staffing requirements, hiring and training to meet production goals.Management of Administrative Specialist, maximizing effectiveness of all corporate departments through offloading of administrative responsibilities.Selection, negotiation and management of direct mail provider partner to process and mail daily files of letters resulting from previous day's calls. Show less