Kanisha B.
Operations Manager, Call Center at New Leaf Service Contracts, Inc.- Claim this Profile
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Bio
Credentials
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Six Sigma: Green Belt
LinkedInApr, 2023- Oct, 2024 -
Certified ScrumMaster® (CSM®)
Scrum AllianceJun, 2022- Oct, 2024
Experience
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New Leaf Service Contracts, Inc.
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United States
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Consumer Services
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1 - 100 Employee
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Operations Manager, Call Center
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Sep 2022 - Present
• Oversees call center operations, including 90 agents, 7 leads & 2 supervisors. • Operations Manager adept at directing all daily operations with professionalism. • Implements streamlined processes to enhance operational efficiency. • Fosters employee engagement, and maintain structural stability Provided training and mentorship to agents and leaders to equip them with the necessary skills and knowledge to deliver exceptional customer service. • Managed the workforce management system for the entire staff, including forecasting and scheduling through the integration of the Five9 platform and Workforce Management tool. • Contributes to sourcing, interviewing and hiring call center staff through engagement with the Indeed platform. • Proficient in working with remote and hybrid teams, leveraging various virtual communication platforms such as Zoom, Slack, and Microsoft Teams to facilitate seamless collaboration and ensure project success. • Skilled at establishing clear communication protocols, setting goals and expectations, and fostering a positive team culture that supports a remote or hybrid work environment. Show less
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Spectrum
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Italy
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Retail Apparel and Fashion
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1 - 100 Employee
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Regional Operations Manager
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Sep 2018 - Jun 2022
• Managed operations across all three areas of the Regional Support Center (RSC), including Workforce Management, Routing, and Workload Administration.• Efficiently directed the Workforce Management team of 25 coordinators and 3 supervisors.• Manager on Duty in the RSC. Consisted of overseeing 25 WFM coordinators, 3 supervisors, 60 routing agents, 8 supervisors, 9 workload administration agents, and 25 escalation team agents with 4 supervisors.• Actively supported initiatives to simplify and improve the customer experience.• Guided teams of RSC personnel in directing service and installation technicians to complete daily work assignments within the scheduled timeframes.• Optimized the use of mobile workforce tools and agent applications to enhance performance in the RSC and field.• Managed quota statistics, forecasting labor, and quota management.• Implemented new policies, procedures, and changes.• Tracked and reported on RSC supervisor and technician performance.• Analyzed and reported daily, weekly, and monthly data related to quota activity and field productivity for operational management personnel in the Texas Region (3500 in-house technicians and 800 contractors).• Prioritized field operations to increase productivity and improved the customer experience through operational changes.• Develop and implement processes to improve efficiency and drive cost savings, resulting in a 30% reduction in operational expenses.• Controlled service and installation availability by communicating with field supervisors and adjusting tech assignments to meet customer demand.• On-boarded, trained, and evaluated Workforce personnel; managed workload schedules and provided instruction and assistance to Workforce personnel.• Collaborated with contractors to maintain appropriate work calendars and quota allocation. Show less
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Operations Supervisor
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Dec 2015 - Sep 2020
• Managed the RSC Tech Support, Routing, and Workforce Management teams.• Ensured efficient dispatch of service requests to technicians by overseeing the liaison function between technical and customer care teams.• Collaborated with Technical Managers and Customer Care Managers to resolve issues and maximize efficiencies.• Monitored call flow, inbound dispatcher availability, Service Levels, and other critical call statistics to minimize abandoned calls and ensure timely response.• Conducted Quality Assurance on Dispatcher calls and provided coaching for improvement when necessary.• Hired, trained, and evaluated dispatch personnel and oversaw their scheduling and workloads. Implemented new policies and procedures.• Accomplishments: Organized regional management transitions, facilitated cross-training, became a subject matter expert in May 2018, completed Field Operations Leadership Development in February 2019, and attended multiple leadership development trainings.• Managed a team of 85-125 agents and five leaders with accountability for OTA report, data analysis, and incident reports.• Proactively worked with senior management, tech ops, quota, NOC, ROC, PAC, DOJ, and sales support to identify at-risk accounts and ETD requests, investigated process gaps, and assisted with creating RSC process documentation. Show less
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Regional Support Specialist
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Jun 2013 - Dec 2015
● Under direct supervision, dispatched timely and efficient customer installation and trouble service assignments, using electronic dispatch equipment● Ensures daily routes meet drive time, on-time guarantee, productivity, and skill set goals● Maintained regular contact with technicians to provide support or adjust service levels based on time and quota availability.● Oversaw routine problems in all active regions and followed standard procedures to accomplish assigned tasks.● Under direct supervision, dispatches timely and efficient customer installation and trouble service assignments, using electronic dispatch equipment● Responds to customer service requests by prioritizing and dispatching work orders to installation and/or service technicians● Ensures daily routes meet drive time, on-time guarantee, productivity and skill set goals● Monitors technician’s work order status and adjusts throughout the day● Maintains regular contact with technicians to provide support or adjust service levels based on customer calls● Places outbound calls to customers both pre-and post-service● Demonstrates ability to learn equipment and steps required for efficient dispatch● Handles routine problems and/or less active regions and follows standard procedures to accomplish assigned tasks Show less
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Armed Services YMCA Killeen
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United States
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Non-profit Organizations
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1 - 100 Employee
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Site Director
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Aug 2000 - Apr 2010
Maintain program site in compliance with all surrounding YMCA state licensing standards Supervise Site Leaders. Develop and maintain effective work environment Directly supervise children in programs, on a daily basis, according to YMCA and local licensing requirements Facilitate daily, weekly, and monthly schedules for site Develop positive relationship with school staff. Communicate with several school principals and staff regarding site schedule changes or changes in school schedules Develop positive relationships and strong communication with parents Maintain cleanliness and order in facilities, school and community sites Provide appropriate discipline of children, as necessary, according to YMCA policies and procedures Show less
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Education
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2010 - 2012
University of Phoenix
Associate’s Degree, Psychology
Community
