Responsible for Contact Center Operations Western Region-  Driving execution of sales and service processes, implementing new strategies and continuous improvement. Performance management practices, feedback, coaching and skill/knowledge development to direct reports. Partner with shared resources within the enterprise to support talent acquisition, retention & development. Cross-Divisional collaboration with Marketing, Underwriting, and IT to develop and implement call center policies and strategies including setting goals, standards, benchmarking to improve staff performance, and retention for scalability.  Setting and driving call center goals and objectives, ensuring an exceptional customer experience while maintaining Service Level Agreements (SLAs) procedures and policies. Implement continuous process improvements for call handling, productivity, quality, profitability, employee engagement, and market penetration. Provide end-to-end multi-channel customer service for an integrated, seamless experience.  Evaluate and develop ongoing operational models for strategic focus and execution to drive functional efficiencies and effectiveness. Employ omni-channel strategy with dedicated web chat. SMS, email, and social media Site Leader Responsibilities  Accountable for Site Operations  Drives brand recognition in the local marketplace, in partnership with staff groups through community relations, recruiting and other activities.  Partner with Real Estate to ensure building practices (i.e space moves, configurations) are aligned with safety, security and other best practices. Responsible for ensuring the culture and environment of the site (across all lines of businesses) is operating in alignment with the company’s values, behaviors & commitments.  Serve as escalation point for any site-wide issues or conflict between business units.

Responsible for Contact Center Operational Budgeting/Planning, Capacity Planning, Workforce Management, Forecasting, Performance, Metrics & Expense Management.  Analyzing data, strategic decisions, tactical strategies driving results to exceed Key Metrics Indicators Targets (Repeats, FCR, AHT, AQS Quality, Net Promoter Scoring, etc.) Employed Six Sigma Methodologies to interpret, assimilate and maturate processes to drive change, create agility and increase profitability. Provide business leadership for complex projects leading cross-divisional teams that produced cross-functional processes identifying product and service-market opportunities and increased profitability Drove continuous improvements processes while maintaining operational effectiveness through real time cross-division escalation, workforce management, and customer resolution teams Managed scheduling, resource planning, skill-based routing, intra-day & real-time management of call volume utilizing tools such as Avaya, Verint, Siebel, IEX, Speech Analytics, etc. Contact Center activities encompassed Tier 1 & Tier 2 Technical Support, Sales, eChat, and Workforce Management including: monitoring, maintaining, and tracking of real-time and intra-day call volume, and skills-based routing