William Thorpe Email & Phone Number

Los Angeles, Ca, Us

Provides strategic oversight and leadership for the Member and Provider Contact Center.Responsible for ensuring the delivery of best-in-class service to new and existing members.Lead, manage, coach, and develop teams to achieve high-performance standards in alignment with UCLA Health’s mission and values.Oversee the implementation and management of operating systems and processes for driving consistent performance that meets or exceeds operational targets.Help cultivate a culture that is committed to continuous quality improvement.

Los Angeles, Ca, Us

Denver, Co, Us

Delivered strategic leadership to four accomplished Associate Managers for rapid accomplishment of operational goals. Supervised and directed outbound operations, overseeing team of 30+ full-time employees to ensure smooth workflow. Developed learning resources to enhance leadership effectiveness and maximize productivity. Utilized data analysis to devise tailored coaching plans for team members, fostering their growth and improvement. Provided ongoing constructive feedback to nurture individual development, instill accountability, and facilitate adaptation to change.

Irvine, Ca, Us

Headed 100+ full-time employees, while providing oversight for front and back-office operations. Ensured compliance with key performance indicators by conducting regular audits on a daily, weekly, and monthly basis. Performed quality control checks to uphold high standards of business. Developed performance plans utilizing PIC/NIC strategies for direct reports, enabling them to gain KPI goals. Analyzed data to identify areas for process improvement and implemented corresponding enhancements. Supported operations through technical troubleshooting assistance to remote agents.

Irvine, Ca, Us

Supervised 20 direct reports in inbound call center setting, while managing daily customer care and sales operations. Recruited, trained, and nurtured new employees in alignment with company standards for their professional development and skills enhancement. Employed quality assurance monitors in line with established policies and procedures.

Bachelor Of Science - Bs, Business Administration, Management And Operations

Intern, Business Administration And Management, General