Contact Center Manager

• Sep 2018 - Present

Contact Center Supervisor

• Apr 2015 - Sep 2018

Manage a team of 24 customer service representatives. Responsible for coordinating and supervising the day to day operations of the Customer Service Department, including tracking of all correspondence. Monitor adherence, performance metrics and quality to ensure the best possible solutions are being implemented to meet client requirements.

Workforce Manager

• Sep 2010 - Apr 2015

Manage a team of 10+ WFM Analysts. Monitor adherence, performance metrics and quality to ensure the best possible solutions are being implemented to meet client requirements. Perform continual analysis of current performance (noting recent trends) and make necessary adjustments to staffing plans and coordinate with Operations teams to achieve service level goals and objectives. Create optimized strategies (arrival pattern trends, holidays/seasonality/ business impacts, shift recommendations, channel requirements offline activities etc.) that support a multi-size, multi channel, and multi-skilled contact center environment.

Workforce Management Analyst

• Aug 2006 - Sep 2010

Perform continual analysis of current performance (noting recent trends) and make necessary adjustments to staffing plans and coordinate with Operations teams to achieve service level goals and objectives. Create that support a multi-size, multi channel, and multi-skilled contact center environment.