Experience

P&K Research

• United States
• Market Research
• 1 - 100 Employee

• Assistant Office Manager

  • Sep 2010 - Present

  • Manage scheduling for entire Call Center to ensure adequate staffing and key roles are filled across multiple shifts• Document and manage escalation process to meet time critical project goals• Develop strategies and collaborate with Management to meet dynamic challenges on a weekly basis • Create documentation both weekly and daily for Call Center staff outlining project priorities and time critical projects • Manage and collaborate with non-recruitment call center staff on scheduling, work assignment and goal orientated time tables across multiple projects • Develop new methodology and work processes in weekly Continual Process Improvement meetings with Client Services and Call Center Management • Monitor attendance and productivity for all Call Center staff Show less

• Outsource Project Coordinator

  • Feb 2015 - Present

  • Kept projects on schedule by managing deadlines and adjusting workflows as needed• Planned and arranged meetings with external organizations and individuals, enabling all parties to meet and discuss project progress• Tracked all hours and expenses to keep project on task and within a given set of parameters• Communicated with Set-Up Specialist, Senior Call Center staff and Project Managers to keep projects on schedule• Oversaw productivity tracking for ongoing and special projects• Built strong relationships with internal and external partners and devised strategies to complete time critical projects Show less

• Call Center Supervisor

  • Feb 2015 - Oct 2020

  • Created team rotations to ensure center was manned effectively during peak hours• Oversaw employee performance to foster accurate prioritization and productivity to meet time critical goals• Established and updated work schedules to account for changing staff levels and expected workloads over multiple shifts • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies• Effectively communicated with different departments through use of strong listening, open-ended questioning and appropriate response skills• Kept physical files and digitized records organized for easy updating and retrieval by authorized team members• Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities• Paper-proofed and developed via software, quota requirements for Call Center recruitment and Project Management departments• Collaborated and developed strategies to dynamic challenges on a daily basis with Senior Call Center staff and Project Management• Trained and instructed new hires in the requirements within specialist and senior staff job roles• Kept physical files and digitized records organized for easy updating and retrieval by authorized team members Show less