Steve Mitchell Email & Phone Number

Denver, Colorado, United States

Denver, Colorado, United States

Develop and iterate staffing models that include but are not limited to schedules (including breaks and lunch), forecasting, interval coverage, and seasonal requirementsMonitor staffing impact on KPI including providing daily, weekly, and monthly reportingBuild Standard Operating Procedures for WFM Team including leveraging NIC WFM, reporting instructions.

Denver, Colorado

Ensure proper planning, staffing, and direction of the operational functions of the divisionReview all operations performance daily to ensure optimal production is reachedManage and supervise operations team and large production staffEnsure proficient training, staff development, and effective employee relation/recognition is achieved for all operational.

Frisco, Texas

Ensuring 300+ staff is motivated, developed and measured Ramped and continued visits to call center in Manila, Philippines Site of the Month 13 consecutive monthsLowest OM Absenteeism 12 consecutive monthsDeveloped SOP for coaching procedureEstablished QA team and improved RCR

Frisco, Texas

Facilitate training classes using a variety of creative teaching techniquesAssess training needs and identify opportunities for curriculum developmentDevelop and deliver training materials for new hire and up-training classes Develop and administer knowledge assessment testingRecommend and develop recurring training when necessaryInteract with our partners.

Frisco, Texas

Led a team of 12-18 agentsRanked top 3 teams each shift bidOnly night TL to hit bonus and meet 5.5 minute AHT goal

Frisco, Texas

Troubleshooting and Payment calls for client

Frisco, Texas

Applied courtesy and problem solving skills to ensure customer satisfactionQuickly promoted to D.T. after 4 monthsCommended for multi-tasking abilities; frequently assigned largest/closing sections Memorized and advised patrons on the details of a 200+ menu