In this role, I support Project and Product Managers to develop requirements for new and enhanced functionality and projects within our internet/eCommerce. Ensures all products and services of the business to consumer website meet company standards and end user requirements. Also take leadership role with overseeing and contributing to test planning and QA processes, while assisting QA team with testing methodologies and systems analysis.•Perform all phases of business analysis and project implementation from ideation and discovery through project management, launch support and user acceptance testing •Work closely with business stakeholder(s) and technical staff to review business needs, define requirements and develop solutions •Prepare requirements documentation outlining business needs, project scope, functional requirements, testing plan, and all constraints, issues, and risks•Continuously monitor resource allocations, project budget, timelines and milestones•Perform technical validations prior to user acceptance testing and work with the business stakeholders to ensure successful roll out and hand over •Run project status meetings with business stakeholders and technical teams

- Manage Workforce personnel. - Administration of setup and utilization of Workforce Management software and ACD reporting (Avaya & Aspect).- Administration of communication to and from contact center operations on call activity.- Collection, analysis and reporting of historical department/agent performance statistics.- Manage long-term forecast / staff plan and lead monthly call / staff-planning meeting.- Work with contact center department heads to coordinate the staffing needs. - Oversee new hire scheduling requirements, short-term workload forecasting, and scheduling. - Oversee intraday management of scheduling procedures, analysis of real-time workload and requirements, and call routing to manage performance to service level requirements. - Responsible for maximizing efficiency and occupancy while meeting service level objectives. - Oversee analysis and reporting of employee performance including schedule adherence. - Recognizes and recommends operational and support improvements.- Perform data mining to provide in-depth understanding about Contact Center performance at multiple levels. - Develop and deliver research findings to management that incorporate multiple inputs and provide tangible ideas for improvement.- Standardize on-going reports and generate ad hoc reports to support all Contact Center business units.- Apply technical and analytical skills in conjunction with the data quality team to insure the accuracy of data related to all contact center reporting.- Assist with back office and telecom projects, including project management and user-acceptance testing. - Oversee team of Quality Assurance agents to ensure compliance with quality phone calls.- Benchmark and track customer satisfaction survey scores and call scoring for all departments in Contact Center.- Track and strive for higher customer satisfaction survey scores.- Perform other duties as assigned by Vice President or Director.

- Perform data mining to provide in-depth understanding about Contact Center performance at multiple levels.- Develop and deliver research findings to management that incorporate multiple inputs and provide tangible ideas for improvement.- Standardize on-going reports and generate ad hoc reports to support all Contact Center business units.- Apply technical and analytical skills in conjunction with the data quality team to insure the accuracy of data related to all contact center reporting.- Assist with back office and telecom projects, including project management and UAT- Oversee team of QA agents to ensure compliance and quality phone calls.- Benchmark and track CSAT survey scores and call scoring for all departments in Contact Center.- Track and strive for higher customer satisfaction survey scores.

- Managed team of 15-25 counselors in exceeding department expectations through bi-weekly and monthly meetings to discuss individual performance. Also maintained metrics by integrating group coaching sessions to ensure consistent feedback despite higher call volumes.- Worked with department leadership team on yearly phone quality upgrades. Once in place, developed excel score sheets for Counseling, Nutrition and Dietary and Online Support Counselor groups that tracked all relevant metrics.- Leader of an action team focused on improving efficiency throughout the department. Monitored interactions and developed trainings to enhance the representative’s awareness of their average handle time, department service level and answer rate. Also worked with director and workforce group to oversee representative’s paid time off and company holidays, forecasting call volume for phone, chat and e-mail teams.- Partnered with Counseling Trainer to lead a project to develop a Counselor Certification process. This was a new process to ensure all counselors have a consistent knowledge level of our program to improve customer satisfaction while enhancing career development within department.- Developed project plan focused on more accurately measuring revenue generation as it relates to an employee’s efficiency goals.- Led multiple projects designed to increase customer engagement including Quality Guidelines redesign, overhauling New Hire Training and development of funnel technique to ensure efficient conversations with customers.- Served as project lead for redesigning the Counseling scorecard. This was a two-month project that resulted in enhancements to the scorecard which allowed for improved tracking of performance and reduced effort to compile metrics.

- Acted as interim supervisor from February 2013 - August 2013 to provide leadership to a team of 20+ customer service agents- Created agendas, modules and job aids for use in facilitating new hire training, recurring counselor training, customer service training, and one-on-one training - Initiated and designed team focused on training current representatives and incoming new hire groups- Presented and led learning sessions with various action teams in the counseling department while training and guiding new team leads on coaching and interactions with counseling team and leadership team- Facilitated, scheduled, and conducted weekly team meetings and monitored chat sessions to ensure coverage on phones and chats

- Employed active listening skills to identify needs, seek solutions, and motivated customers to optimize results and reach goals- Met and exceeded all performance benchmarks as issued by the call center manager- Selected to handle specialized clients in the Healthcare Provider and Glucofit Networks; chosen by senior leadership to be part of a small team to introduce NutrisystemD to Healthcare Professionals