• Meeting business KPI’s (Service Level, Answer Rate).• Real-time monitoring of multiple queues and agent skilling and identify agents outside of acceptable thresholds• Maintain weekly one on one meetings with direct reports• Balance Staffing and KPI’s to profitability• Analyze trends and create effective reports to improve business• Work with Call Center Director and Call Center staff to identify opportunities for improvement of resource utilization, and provide input on performance• Create daily/weekly/monthly reporting for multiple performance measures• Kronos Payroll System• Provide Yearly/Monthly tracking reports• Maintain strict attention to detail, providing outstanding services

• Meeting business KPI’s (Occupancy, Efficiency, Service Level).• Real-time monitoring of multiple queues and agent skilling• Balance Staffing and KPI’s to profitability• ADP Payroll System• Maintain weekly one on one meetings with direct reports• Analyze trends and create effective reports to improve business• Work with department managers and executives to determine scheduling needs, and plan on new hire classes• Create daily/weekly/monthly reporting for multiple performance measures• Work with Call Center Director and Call Center staff to identify opportunities for improvement of resource utilization• Maintain strict attention to detail, providing outstanding services and resulting in notable client satisfaction

• Develop and coach workforce associates • Meeting business KPI’s (Occupancy, Efficiency, Service Level).• Real-time monitoring of multiple queues and agent skilling• Balance Staffing and KPI’s to profitability• Manage and oversee scheduling process• ADP Payroll System• Maintain weekly one on one meetings with direct reports• Analyze trends and create effective reports to improve business• Monthly and quarterly Financial reviews• Work with department managers and executives to determine company needs• Create daily/weekly/monthly reporting for multiple performance measures• Create and implement processes and procedures to satisfy business needs and make call center more effective and efficient• Work with Call Center Director and Call Center staff to identify opportunities for improvement of resource utilization, and provide input on performance• Work closely with IT to address technical issues throughout the center

• Coach and develop the Workforce team in all aspects of their job to meet and exceed center, client and customer objectives• Accurately project staffing requirements to meet KPI’s• Prepare and ensure the timely publication of schedules• Process time off requests • Work with the management team to schedule shift activities like training, meetings, and companywide events while maintaining service levels• Review staffing levels and scheduling periods to find opportunities for improved efficiencies• Intra-day scheduling entries/adjustments• Gather data and generate reports reflecting adherence• Point of contact and liaison for outsourced workforce software• Work with Call Center Director to set goals, objectives, priorities and effective measurements to meet company KPI’s. • Implementation and continued follow up of all training, performance appraisals, conflict resolution, problem solving, time management, and root cause analysis• Handle escalated calls and complaints and provide feedback as appropriate

• Provide RV owners with high level customer service• Dispatching RV road service• Provide certified Workhorse technical assistance• Verify authorized repair locations• Process direct Workhorse billing• Track calls to assure call volume was at service level• Research customer complaints• Update service location capabilities