-Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.-Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.-Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.-Meet call center financial objectives.-Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.-Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.-Identify and adjust training to meet ever changing demands

• Manage agents to ensure hourly, daily and weekly activity goals are being met• Coach agents to maximize the overall customer development and satisfaction• Train the customer facing team on systems and services to quickly resolve customer concerns• Facilitate resolution and coordination with customers and the installations department• Personally accountable for call escalation with a win/win solutions mindset• Decreased attrition by 13%• Telesales Management• Virtual call center agent support• Virtual live chat agent support