Senior Operations Supervisor
• Ten years of Call Center management experience in a 300 seat call center. Managed up to 45 direct reports including Service Observation team, Quality Assurance team and Interview Specialists. • Assisted Director of Operations with budgeting, staffing projections, proficiency and other ad hoc reports. • Responsible for hiring, coaching, and disciplinary actions when necessary. Maintained accurate attendance and performance records. • Created and presented corrective actions, employee improvement plans as well as performance reviews. Resolved escalated concerns to ensure client satisfaction. • Trained and lead Operations Supervisors and assisted in new hire and cross training. • Identified trends and helped develop strategies to meet/exceed KPI goals. • Created operating guidelines and procedures to ensure consistency and accuracy as well as employee engagement programs, resulting in decreased attrition. • Maintained positive, consistent and effective communications with agents, management and other department team members. • Provided Interview Specialist with performance feedback through written and verbal coaching daily by auditing quality of reports taken and phone interactions with callers to ensure standards are met. • Received calls to collect and report client, employee and customer information regarding ethics, safety and quality issues.
