● Guide up to 10 leaders directly, 40 indirectly, for a 500-seat call center. Specializing in career development, diversity and inclusion, and reporting while coaching call center staff on challenging customer service issues through personal change management to deliver great customer service● Analyze call center data and prepare reports for senior leadership focusing on call quality, workbooks usage, and team member behaviors to showcase individual contributions to customer and company success● Develop 8 quarterly call center goals, including customer satisfaction and transitional sales rate, and roadmap, building team trust and buy-in through listening and targeting individual motivations to accelerate customer satisfaction (CSAT) score to 87%● Spearhead sales training for 400+ frontline agents, identifying opportunity for repair agents to perform transitional selling and drive revenue growth, increasing net adds by 200K+ year-over-year YoY)● Create wiki for internal collaboration, developing targeted team to analyze issues and resolve cross-functionally to boost employee satisfaction 35%+, reduce time-to-assist 45 seconds, and cut monthly technician house calls by 10K+● Transition 400+ employees into remote work environment, partnering with information technology (IT) to deploy equipment while training frontline team on setup and write-up expectations, solidifying permanent work-from-home environment