Scott Heller Email & Phone Number

Florida, United States

Fort Lauderdale, Florida, Us

Fort Lauderdale, Florida, Us

Fort Lauderdale, Florida, Us

Great HealthWorks

Manage the daily operations of the Virtual Inbound Call Center and ensure appropriate staffing capacity, departmental/company profitability, turn-around time/contractual compliance and adherence to budgetary goals Analyze team and individual statistics; prepare reports; devise and implement incentive programs to improve metrics while maintaining quality  Motivate, provide coaching, and development of team members to ensure the highest degree of performance to maximize our quality of service  Perform call monitoring and provide trending data to the site management team on a day- to -day basis Provide performance coaching and implement strategies for career development Use quality monitoring data management system for compiling and tracking performances at team and individual levels Recommend changes in technology and procedures that improve service quality, workflow enhancements and increased profitabilityPrepare annual performance reviews for all direct reports, including detailed objectives for each new fiscal year Create workforce management forecasts/staffing analysis, scheduling, budgets and planning Compile and monitor daily/weekly/monthly operational statistics and reports; analyze trends, variances and problem situations; provide accurate reporting on results, including production statistics, actual result to goal, forecasting projections and technical issues Ensure that client and provider issues are dealt with in a timely manner Develop strategies and tactics to ensure the department reaches its objectivesDrive sales through an increased focus on the sales process; while improving and motivating the production floor

Fort Lauderdale, Florida, Us

Managed, process, and review timesheets, payroll, and daily attendance of 60+ employees. •Monitored calls and provided feedback during coaching sessions•Implemented effective customer service strategies•Formulated and implemented successful sales strategies•Set sales goals for the team and provided coaching to ensure achievement