Contact Center / Operations Resume Samples

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K Pouros

Krista

Pouros

486 Frederique Mill

Boston

+1 (555) 929 2467

486 Frederique Mill

Boston

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Experience Experience

Philadelphia, PA

Analyst, Global Contact Center Operations

Philadelphia, PA

Feeney-Blanda

Philadelphia, PA

Analyst, Global Contact Center Operations

Work with A&F and external training staff to establish training, nesting, and standards
Initiate change and improvements by partnering with the vendor’s account manager
Use a weekly meeting with the account manager to review projects, change management initiatives and outstanding issues
Establish Process and Procedures with Global center
Make recommendations to Contact Center roadmap
3-5 years in operations or account management
Manage technological changes to support global contact center operations

Phoenix, AZ

Contact Center Operations Manager

Phoenix, AZ

Kessler-Mraz

Phoenix, AZ

Contact Center Operations Manager

Provide leadership in defining and developing standard operating procedures
Personally leading the deployment of Lean, process harmonization, best practice sharing and building new capabilities
Work with Training & Development to incorporate awareness of onboarding and continuing education
You will drive change management along the value chain, executing and implementing the new processes in the Markets/Field Service organization
Assisting in overseeing the implementation of a collections center
Track and monitor the new patient retention program with providing results on a monthly basis
Manage the operation of the call center and resolve issues affecting customer service representative related to staffing and provide insights to the management team to forecast or predict impacts on service delivery

present

Chicago, IL

Senior Manager, Contact Center Operations

Chicago, IL

Kihn, Batz and Rippin

present

Chicago, IL

Senior Manager, Contact Center Operations

present

Demonstrate leadership development by conducting weekly performance reviews and developmental coaching sessions with salaried leaders and indirect reports
Motivate, encourage and provide feedback to staff and help establish career paths
Serve as internal Contact Center project lead and anticipate in cross-functional project work and decision management
Develop and provide recognition programs and events to reinforce positive behaviors in a timely, professional and effective manner
Analyze daily, weekly and monthly reports to current status and recommend future workforce management
Assist in the planning and budget process to provide for an effective and efficient operation
Keep abreast of new developments that either directly or indirectly effect the department

Education Education

Bachelor’s Degree in Computer Science

Webster University

Bachelor’s Degree in Computer Science

Skills Skills

Excellent Analytical & Communication skills
Ability to work on Multi Tasks and should be flexible
Ability to handle pressure - Timelines and Customer Demands
Self-motivated and execution oriented
Team worker and should have people/peer management experience
Leading calls with Clients/ other business functions Independently
Project management experience

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15 Contact Center / Operations resume templates

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Analyst, Global Contact Center Operations Resume Examples & Samples

Launch new EU/UK contact center
Work with A&F and external training staff to establish training, nesting, and standards
Service Level Agreement Compliance (Quality and Efficiency SLAs)
Establish Process and Procedures with Global center
Audit Staffing Ratios (e.g. Supervisor-to-Agent)
Perform gap analysis to determine opportunities to save
Conduct Quarterly Business Reviews
Communicate daily about the previous day’s KPIs
Using standing agenda, meet weekly with the vendor’s operations team
Initiate change and improvements by partnering with the vendor’s account manager
Use a weekly meeting with the account manager to review projects, change management initiatives and outstanding issues
Manage technological changes to support global contact center operations
Organize contact center initiatives (e.g., deploying new technology)
Coordinate participation in DTC initiatives
Measure and communicate the effectiveness of Capital Projects
Make recommendations to Contact Center roadmap
4 year Bachelor’s degree
3-5 years in operations or account management
Willingness to travel up to 50% of the time to Europe / UK region
Contact Center management experience
Project oriented
Personal Attributes: confident, highly motivated, sense of humor, a winning ‘can-do’ attitude, team-oriented

Avaya Contact Center Operations Specialist Resume Examples & Samples

Provides direct and ongoing leadership for an organization of multiple subordinate managers and individual contributors designing and developing engineering solutions and managing projects to test and evaluate systems, equipment, and devices
Manages headcount, deliverables, schedules, and costs for multiple ongoing projects and programs, ensuring that resources are appropriately allocated and that goals, objectives, timelines, and budgets are met in accordance with program and organizational roadmaps
Engages with program managers, marketing, supply chain, technical leaders and executives to communicate program status, escalate issues, and guide and influence strategic decision-making
Provides overall people-care management for direct reports, including hiring, setting and monitoring of annual performance plans, coaching, and career development; drives and fosters organization-wide performance standards, expectations, and practices to support ongoing team member and process development
First level university degree or equivalent experience required. Advanced university degree preferred
Minimum 10 or more years of related work experience, including 5 or more years of people management experience
Advanced project management skills including time and risk management, resource prioritization, and project structuring
Strong understanding of HP's policies and processes

Manager of Contact Center Operations Iowa Resume Examples & Samples

5 + years relevant work experience in Customer Care and Contact Center operations experience required
Weekend work, as required
Up to 25% travel, as required
Candidate should have a demonstrated ability to lead a team to exceed performance metrics. Show prior success at managing teams in complex environments
Drive process improvement projects to successful completion is a plus. Must demonstrate flexibility and collaborative work approach to solve problems and to develop customer-specific solutions and influencing multiple internal and external stakeholders
Relentless desire for innovation balanced with the needs and customer expectations
Strong computer proficiency including knowledge of Google Doc, Microsoft PowerPoint, Word & Excel

Contact Center Operations Administrator Resume Examples & Samples

4-year degree in computer science or related field or equivalent experience
2+ years education and/or experience working with a broad array of contact center technology, including call routing, telephony, quality assurance, and reporting required
2+ years experience using Cisco Finesse or Avaya, Call flow manipulation, VIM Exony, Verint products, and Aspect contact center technologies or similar programs
Experience in a role delivering contact center technology support highly desirable
Excellent interpersonal abilities; ability to get along with diverse personalities; tactful, mature, and flexible
Resourceful, well organized, highly dependable, efficient and detailed oriented
Service oriented, but assertive/persuasive
Good problem solving skills; exercises good judgment when analyzing and solving problems
Effective organization and project management skills
Must be able to work effectively in a team environment
Excellent oral and written communication skills; able to document
Basic knowledge of the planning, acquisition and implementation of the company’s voice communications system

Senior Contact Center Operations Manager Resume Examples & Samples

As an RSM, your primary responsibilities will include managing, coaching and developing a team of up to (6) Customer Service Managers, who in turn are each responsible for up to (15) Personal Bankers. Talent management of your teams will be a primary focus through the utilization of contemporary tracking and performance monitoring mechanisms
You will manage operations activities by planning and scheduling departmental activities, ensuring proper staffing levels to meet or exceed product, service and quality standards
This role has revenue generating responsibilities, and as such, US Bank RSM’s utilize a wide range of techniques to manage and achieve revenue goals including contests, reward and recognition programs, sales rallies and other incentives
As a key member of the site team you will participate in developing and enhancing equipment and training programs which support products or services and make daily operations more efficient. You may also be called upon to participate in or lead special projects or user groups
A dynamic demeanor is an asset as this role interfaces with other departments, regions, vendors, and agencies. Outstanding follow-up is a necessary skillset for all RSM’s
Accountability in this role involves a host of reporting, metrics and formal presentations to senior management. The RSM has ultimate responsibility for employee relations, adherence to affirmative action policies, compliance, training programs and various other HR programs and policies
Bachelor's degree, or equivalent work experience
Eight or more years of operations and/or customer service experience in the financial services industry
Proven commitment to high quality customer service and demonstrated leadership skills
Excellent interpersonal, written and verbal communication skills, paired with a professional telephone demeanor, solid problem solving, negotiation and conflict resolution skills
Demonstrated knowledge of contemporary banking products and services such as those offered by US Bank, as well as other products and services offered by competitors
Excellent knowledge of contemporary contact center systems and procedures

Senior Manager, Contact Center Operations Resume Examples & Samples

Demonstrate leadership development by conducting weekly performance reviews and developmental coaching sessions with salaried leaders and indirect reports
Develop and implement strategic team plans to consistently improve team and site performance while also collaborating on employee action plans for individual development actions
Develop and provide recognition programs and events to reinforce positive behaviors in a timely, professional and effective manner
Ensure all generated reports are correct and submitted in a timely manner
Keep abreast of new developments that either directly or indirectly effect the department
Conduct all steps of disciplinary action, including terminations (with the assistance of Human Resources)
Assist in the interviewing, hiring and orientation of Contact Center Supervisors and other positions within Contact Center
Monitor and evaluate call volume statistics to ensure service levels attained
Serve as internal Contact Center project lead and anticipate in cross-functional project work and decision management
Promote relationships with other departments and sales offices by maintaining consistent concise communication
Assist in the planning and budget process to provide for an effective and efficient operation
Knowledge regarding company policies and procedures
Maintain up-to-date position plans on a regular basis for staff
Write and recommend to Director new policies and procedures as needed
Minimum of 5 years of leadership experience; internal Contact Center Team Lead or equivalent experience may be considered in lieu of 5 years
Strong working knowledge of Word, Excel, Outlook and the Internet Explorer
Demonstrated effectiveness in communicating between clients, staff and management
Proven ability to effectively communicate with diverse groups such as clients, supervisors, and teammates
Demonstrated ability to change direction and reprioritize tasks
May require occasional weekend and holiday period work

Contact Center / Operations Resume Examples & Samples

Proactively resolve people issues and ensure that attrition is well below the defined target
Leading operations and spearheading processes for excelling business targets for the Business Unit
Meet all people management metrics: Responsible for Attrition, Manpower requirement, Capacity planning, Utilization and Scheduling, Productivity per person, Monitoring, Time Management, Seat Utilization, Statement of Work, Business Continuity Plan, Reports, Dashboards, other deliverables as required
Driving Continuous Improvement Initiatives
Develop and implement measurement systems and provide insightful analytics around the metrics
Deep technical expertise and data orientation in controllership, Management Information System and Service delivery
Communicate with the customer on a regular basis to discuss operational issues and CTQ delivery, raise issues proactively & build relationship, understand customer issues proactively, fix to get the delight factor
Set goals for the team and communicate goals on a regular basis
Coach & mentor people – Motivating team with excellent people touch
Productivity and Process Transformation commitment and upstream improvement opportunities using Lean Six Sigma
Reconciliations of client reports
Leading calls with clients and other business functions
Running of projects independently
Preparation of dashboards and ability to understand current Business processes and suggest improvements
Key for details
Min 8 years’ experience in a BPO/KPO
Should have handled a team of 80 to 100 people
Preferably the candidates prior experience in Internet based accounts and Customer service industry
Ability to work & communicate with people across organizational unit
Strong interpersonal & Management skill
Excellent Analytical & Communication skills
Self-motivated and execution oriented
Ability to work on Multi Tasks and should be flexible
Team worker and should have people/peer management experience
Customer Management exposure and good presentation skills is a must
LEAN/Six Sigma – Trained, Tested and Certified (preferred)
Leading calls with Clients/ other business functions Independently
High MS-Office skill (Advance Excel) – preferred
Ability to handle pressure - Timelines and Customer Demands

Contact Center Operations Manager Resume Examples & Samples

Assisting in overseeing the implementation of a collections center
Provide direction and leadership to supervisory roles in the collection center
Analyzes the collection center daily, weekly, and monthly reports and identifies trends
Create weekly summary reports in support of the Director of Collections, and other areas as required
Manage activities associated with the collection centers assigned collection needs related to
10+ years related experience managing a large collections environment of with previous experience supervising or managing smaller teams or functional areas
Experience designing and implementing risk-based collection and recovery strategies
A track record of continuous implementation of Collection Agency Operational improvements
Previous experience with standing up a call center operations is considered an asset
Collections Agency licences for Nova Scotia and Ontario would be an asset
Banking
Recruiting/Staffing
Risk Management / Analysis

Contact Center Operations Lead Resume Examples & Samples

Manage the operation of the call center and resolve issues affecting customer service representative related to staffing and provide insights to the management team to forecast or predict impacts on service delivery
Identify and interpret KPI trends that support recommendations on specific business requirements and processes requiring attention or clarification
Provide leadership in defining and developing standard operating procedures
Demonstrated ability in the management of contact center enabling technologies supporting case management, workflow management, contact management, and knowledge management systems
Demonstrated ability in the management of Intelligent Voice Response and Automated Messaging Systems as point of entry for Tier I call center operations
Demonstrated understanding of the technical and functional aspects of workforce management in a call center
Demonstrated understanding of the call center training function including assessment of training needs, development of training plan, training content development, training delivery, training effectiveness assessment
ITIL Service Desk Manager

Contact Center Operations Manager Resume Examples & Samples

Provide management oversight for personnel and daily activities of on-site test team participating in Agile Test Driven development in coordination with the technical lead
Analyze contact volume variability (half-hour increments, daily, and monthly), evaluate performance metric results, and provide information and analysis to management to identify and resolve complex call center problems
Key contributor in the development of training and knowledge base artifacts
Demonstrated understanding of performance metrics and quality management in a call center operation
Bachelors Degree and call center related experience required
ITIL Service Desk Manager Certification a definite plus

Contact Center Operations Manager Resume Examples & Samples

Provide leadership to 150+ FTE including Supervisors who assist with customer service, scheduling appointments, registration through inbound and outbound calls, as well as various web related communication tools
Manage staff to metrics for each of these areas; create, negotiate, and maintain service agreements amongst clinical partners, proactively support cross-training across teams; identify key areas of patient access to support system metrics; fully deploy patient service metrics for each workflow; and coordinate with health system partners to keep referrals within the system
Utilize system-wide scope to support our patient populations for HMC, UWMC, UWNC, NWH
Oversee day to day operations of the Contact Center CCR and Supervisor staff to ensure service is delivered to internal and external clients on a daily basis and responsible for flawless delivery of customer/patient service to internal and external clients who access the Contact Center on a daily basis
Serve as the subject matter expert on system standards, and utilize available tools within the Epic Care system for basic and advanced scheduling, referrals, and eCare
Create and ensure compliance with Contact Center guidelines including policies and procedures, daily scheduling, and patient and customer satisfaction goals to drive continual gains in productivity and improved patient/customer experience
Serve as the Contact Center representative in cross-departmental teams, ensuring patients are our focus when looking to implement new processes, procedures, or policies
Work with the management team to ensure the highest level of patient satisfaction and loyalty; provide feedback to the management team as to how the UW Medicine Contact Center can improve its patient and referring provider satisfaction
Work closely with the other members of the Contact Center Leadership team to ensure any issues impacting performance or service are addressed in a timely manner and provide avenues for employee feedback and suggestions
Monitor performance against key performance indicators (KPIs) and serve as an escalation point for the Contact Center team on issues impacting service delivery
Use metrics and analytics to make data-driven decisions that improve the customer/patient experience, reduce time to resolution, and improve response times
Communicate with internal stakeholders on work queue performance and any issues where a patient is unable to access the UW Medicine System
Ensure processes and procedures are adhered to in delivering timely, accurate customer/patient support
Manage staff to ensure service agreements are in place and the Contact Center is able to meet the requirements of the agreements
Drive continuous service improvement based on quality metrics and customer/patient feedback
Monitor and improve workflow processes to support growth and flex with frequent changes
Optimize communication opportunities with referring providers
Manage staff to our quality assurance monitoring program
Track and monitor the new patient retention program with providing results on a monthly basis
Work with Training & Development to incorporate awareness of onboarding and continuing education
Oversee implementation and process improvement initatives
Coordinate with Resource Planning & Reporting to forecast FTE requirements for future demands
Demonstrated examples of solid leadership skills
Demonstrated success at driving operational efficiency and improved customer/patient satisfaction
Excellent communication, collaboration, and relationship management skills with the proven ability to work in a matrix environment across functional lines
Ability to creatively inspire and motivate supervisors to achieve and exceed performance goals
Ability to guide supervisors to optimize individual and group performance of their team
Ability to problem solve through analysis and ongoing feedback
Knowledge of medical call center technology and systems
Ability to understand and discuss technology issues at a less-technical level with internal customers (clinic managers, staff, leadership)
Experience coaching, developing, and retaining employees and providing a collaborative and positive work environment
Collaborative team member with ability to work with all levels of staff and develop cross-functional relationships
Advanced PC skills and proficiency in MS Office

Senior Manager, Contact Center Operations Resume Examples & Samples

Strong knowledge of contact center operations with a minimum of 5 years of call center experience including at least 2 years in a leadership position. Specific experience in the following is highly desirable: workforce management, performance management, process improvement, quality assurance, reporting
Experience building and motivating high performing teams and leaders
Strong customer service aptitude to support a “high touch” service
Goal-oriented: Demonstrated success meeting and exceeding business objectives. Comfortable working in a metrics-driven environment with the ability to create and execute plans to achieve desired results
Problem-solving: Ability to identify the root cause and then take action to address
Ability to act autonomously and require limited oversight
Exceptional decision-making, prioritization, and time management skills
Adaptability to work in a fast-paced and constantly changing environment
General knowledge of Microsoft office products including Outlook, Word, and Excel

Director, Contact Center Operations Resume Examples & Samples

Resource Planning & Management
Learning, Development & Performance
IT and Telecom
Finance / KPI’s
Minimum 7+ years in a Senior leadership role with over 1MM annual contacts leveraging multiple communication channels (phone, chat, social, email, etc)
Prior Operations / Call Center Management experience is required
Previous experience in the travel / hospitality industry considered an asset
Project Management / Six Sigma experience considered an asset
Demonstrated people management skills which have successfully motivated and enhance personal performance and development
Highly developed communication with a demonstrated ability to work in a dynamic, continual evolving environment
Hands on experience with contact center workflow, phone queue management
Knowledgeable on contact center technology such as IVR and Live Chat
Solid knowledge of business/operational practices and procedures
Solid analytical skills which result in sound decisions, solutions and recommendations
Must possess excellent customer service, follow up and organizational skills
Demonstrated ability to operate successfully in a time-sensitive and fast-paced environment
Stay abreast of industry standards, monitors and reviews best practices, and makes changes as necessary
Ability to leap tall buildings in a single bound

Director, Contact Center Operations Resume Examples & Samples

Directs and executes the technical configuration for a blended calling environment, including, but not limited to, outbound campaigns, IVR’s, and system set-up for optimal performance
Assists with system architecture and data modeling design that best supports business needs, data management, and reporting requirements
Provides advanced troubleshooting and issues resolution; correcting issues for improved sustained performance
Directs and executes system testing, including, but not limited to, new development, new functionality, outages, system restarts
Contributes to business area assessment of the dialer, including, but not limited to, user needs analysis, cost/benefit analysis, and system design, with consideration to instituting best practices for the dialer and CRM
Communicates system updates, system health and any outstanding issues through contact center dashboards and reports (i.e., campaign updates, system performance, etc..)
Facilitates problem solving with business leaders to align system enhancements or corrective actions with business interests and risk avoidance
Participates in additional computer/software training as necessary, including certifications as required
Minimum five years’ Solution/Technical/Business experience required including configuration, implementation, and troubleshooting experience in a large complex environment
Minimum three years’ Call Center Administration experience and CRM integration (Salesforce is a plus)
Implementation of a VoIP Call Center solution preferred
Ability to operate with minimal guidance; must be able to exercise sound judgment and decision making in challenging situations
Experience with root cause analysis and determining both short-term and long term corrections to problems
Proven leadership skills with strong business acumen, critical thinking, ability to understand the “big-picture”, and data analysis skills
Comfortable in a consultative role with excellent communication skills, both verbal and written
Knowledge of SalesForce and Five9 preferred
Proficient in Microsoft Office Suite; SQL preferred

Contact Center Operations Analyst Resume Examples & Samples

Experience with Microsoft Office products (including Excel, Word, Outlook)
Experience with Microsoft Access or other database systems (Microsoft SQL, Oracle, etc.)
Experience with dialing and outbound contact systems
Efficient work style and sense of urgency
Strategic thinking and problem solving abilities
Strong communication skills including written and verbal
High School Diploma from an institution accredited by an agency recognized by the U.S. Department of Education (or international equivalent)
Previous experience with analytic responsibilities or previous experience with dialing systems and associated outbound contact systems

Director of Contact Center Operations Resume Examples & Samples

Over 10 years of experience in a variety of customer service environments with at least 5 years in a leadership level at Director or above
BA degree required (Advanced degree preferred)
Ability to prepare budgets, reports and data analyses
Strong operational experience in problem solving with demonstrated ability to innovate and achieve goals
Possess excellent organization, communication and leadership skills to motivate and promote outstanding service in a team environment
Ability to inspire, implement and execute new process and procedures effectively
Strong interpersonal, organizational and follow-through skills
Highly flexible with a strong commitment to a deadline-oriented environment
Strong technical background to understand optimize workflow and making sure technology systems meet business requirements, including CRM and telephony systems

Contact Center Operations & Risk Analyst Resume Examples & Samples

Bachelor’s Degree in Business, Information Technology or related field or equivalent experience
3 years of Banking Operations Experience working in or supporting a Risk Management role
Contact Center experience including working knowledge of IVR (interactive voice response) systems preferred
Experienced level of Microsoft Excel, Word and PowerPoint
Basic working knowledge of SharePoint
Basic level of banking regulatory knowledge – TCPA, KYC, SOX, etc
Working knowledge of Database Management Systems (such as SQL) preferred
Ability to travel 10% of the time, if needed to perform the job
Ability to lift/move/carry approximately 5 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement

Contact Center Operations Manager, Americas Resume Examples & Samples

Ensure contact center team members are properly supported and informed of needed information to best conduct day-to-day tasks as well as special projects
Translate customer experience intent into specific success measures
Develop measurement capabilities: customer survey analyses, text analytics, third-party analysis, etc
Identify key loyalty and satisfaction drivers
Ensure the contact center is utilized to its fullest extent across departments in support of all business and interdepartmental objectives
Ensure all escalations are resolved in a manner that restores customer faith without burdening the business
Identify development areas for each supervisor and ensure they have a meaningful development plan in place
Engage in regular 1 on 1 discussions with each supervisor to review their developmental opportunities and successes; discuss potential solutions and coach and advise as necessary
Conduct regular meetings with supervisors to ensure they are identifying obstacles and offering solutions and best practices
Ensure policies, procedures, and practices are communicated, monitored, and enforced uniformly amongst all supervisors and their teams
Ensure supervisors and other team members are responding to customer and employee concerns in a timely and efficient manner
Participate in the department’s recruitment activities to ensure Dyson hires the best talent available
Relish opportunities to pick up new activities that fall broadly in the purpose of the role
Fix things that need fixing; identify problems and find solutions
Per request by manager, create trending analysis and other various reports
Ingenious - An innovative yet objective thinker
Attuned – Being emotionally smart
Fighter – Getting the best result
Architect – Creating the climate for success
Shrewd – Making the right decisions
Explorer – Being curious, diverse and inclusive

Contact Center Operations Analyst Resume Examples & Samples

The qualified candidate must have the following skills and experience
Strong analytical skills and intuition
Broad-minded, with scrupulous attention to detail
Understanding of statistical measures
Ability to manage multiple tasks concurrently, including complex projects
Outstanding communication skills, both verbal and written
Contact center experience preferred
Working knowledge of eWFM, RTA, CMS/CME, Espresso, Radar and CCPulse systems a plus

Contact Center Operations Forecaster Resume Examples & Samples

Provides timely, accurate and actionable contact, minutes, staffing and financial plans for multiple skills, groups and/or locations, including multiple outsourcers in domestic and international locations that allows the business units to staff the correct number of agents at the correct time in order to meet customer demand. This includes locked forecasts to our Partners
Perform simulated testing of multiple contact center variables, using mathematical simulation analysis to prepare better operational plans that optimize resource efficiency, identify optimal channel mix and staffing structures, minimize missed service levels and reduces overall cost per contact
Projects intra-quarter operational performance including service level projections, average speed of answer, and abandons; verifies model and algorithm effectiveness based on real-world results
Creates staffing models, budgets/financial forecasts, spreadsheet models and ad-hoc queries to support business analysis, financial planning, and financial controls
Utilize key metrics and leading indicators to understand how we are performing for customers and identify priorities to improve operational and financial performance to ensure "right for me" care
Partner with Care delivery teams, Analytics, and Finance to develop plans to meet service level management and financial objectives, and provide recommendations on improvement plans
Customer driven…Thinks customer-in vs. process-out with a relentless focus on delighting customers with strong bias for action and delivering results
Operational excellence with proven history of driving rigor, process improvements, and progress around unresolved issues and actions
Subject matter expert with 5 or more years in contact center forecasting and capacity planning, including experience in working with outsource partners across the globe
Strong knowledge of contact center operations… Experience utilizing contact center tools, metrics, models, and reporting to predict and ensure optimal performance across multiple contact channels and agent groups
Ability to work and build relationships in a matrix organization… Networks with and influences internal and external contributors to advance knowledge and optimize solutions
Promotes speed, quality, and shared vision by getting the right people involved in decision making
Data driven…Uses methodologies, metrics, and analysis to plan, budget, and assess performance against business goals
Drive results through innovation…Test hypotheses through experimentation and continuous improvement
Proficiency with Microsoft Office suite, call center ACD platforms, Aspect eWFM, and databases required. Knowledge of Avaya, Siebel, SalesForce, Interactions.net, and Interactive Intelligence preferred
Bachelor's degree in Management Science, Operations Research, Applied Mathematics or Statistics or equivalent years of experience

Member Service Rep-contact Center Operations Resume Examples & Samples

Analyze, research and resolve problems and discrepancies related to member accounts/loans
Counsel current and prospective members about Navy Federal's products and services
Effectively perform all duties required for MSRs-CCO
Execute first call resolution; may require research, follow-up, return calls
Identify opportunities to cross service products and increase product penetration
Implement and update automatic member payment options for mortgage and equity loans
Initiate fee adjustments and/or other monetary incentives for members within scope of authority
Perform account transactions
Provide member service via phone or other media (e.g. email, chat, etc.)
Provide mortgage information to members regarding products, services, policies & rates
Respond to inquiries about mortgage applications, processing status, problems and concerns
Review and evaluate mortgage loan applications to ensure viability (member' debt to income ratio and compensating factors) and compliance with Federal and Navy Federal guidelines, etc
Protect and verify identity of caller; review account information for alerts and account irregularities
Take action and respond to situations/patterns of activity indicating potential fraud or abuse
Understand and comply with federal and other regulations relating to financial products and services
Incumbent will be required, prior to the assumption of employment duties, to register with the Nationwide Mortgage Licensing System and Registry; includes fingerprinting and background checks
Experience in member/customer service preferably in a call center, retail banking or financial institution
Effective active listening skills to accurately respond to inquiries and account requests
Effective skill building effective relationships through rapport, trust, diplomacy and tact
Effective skill in producing desired results and achieving goals and objectives
Effective skill in resolving member/customer problems
Effective skill interacting tactfully and effectively in difficult situations
Effective skill maintaining composure in a high production and changing environment
Effective skill navigating multiple screens and PC applications and adapting to new technologies
Effective skill performing mathematical calculations and working accurately with numbers
Desired - Experience in a sales, cross selling or up-selling environment
Desired - Experience in high volume call center situations
Desired - Experience in the mortgage lending industry
Desired - Familiarity with Navy Federal mortgage products, services, programs, policies and procedures
Desired - Familiarity with applicable NCUA and federal regulations governing consumer lending and/or credit cards, mortgage and equity loans, savings and checking accounts
Desired - Familiarity with savings and checking products, accounts and services
Desired - Working knowledge of Navy Federal Contact Center procedures, policies and practices
Desired - Working knowledge of accounting, credit, and/or lending principles and techniques

Global Head of Contact Center Operations Resume Examples & Samples

Forges a collaborative partnership with other Global Functional leaders to ensure a consistent approach to people, process, and technology and customer experience
Influences stakeholders of varying levels of seniority on matters related to contact center operations
Drives and influences key digital strategies and initiatives across products that span multiple business units and geographies
Collaborates with global and regional level leaders to achieve business goals
Provides oversight for the controls and business performance related to contact Center delivery across all consumer lines of business globally
Serves as an advocate for promoting best-in-class, consistent client treatment
Works with global and regional leaders to implement common metric around people and clients. Monitors and reports on client satisfaction indicators
Accountable for refining, implementing & monitoring a common strategy for Global Contact Centers
Accountable for the leverage of technology, process and human capital
Keeps abreast of competitive landscape & is considered a subject matter expert in the field of contact center operations management
Researches and Identifies emerging technology that will assist in transforming contact center in responding to evolving client expectations
Bachelor’s degree or equivalent experience, MBA an asset
10+ years of experience in financial services with 5+ years in a senior role
Expertise in strategy development with a demonstrated ability to drive the achievement of strategic and financial results
Understanding of mobile/online/digital landscape, technology and capabilities. This includes driving the Operations digital agenda
Strong written and verbal communications skills with the ability to interact effectively with people at all levels within the organization
Sound awareness of business policies, process, structure and applications across the Global Consumer Banking space
Sound industry knowledge of consumer Credit
Ability to operate in a highly matrixed and ambiguous environment, navigate through the global framework, handle conflicting priorities and problem-solving skills
Ability to influence, create support and buy-in across a wide range of stakeholders; creating a strong network of relationships among peers, internal partners, external constituencies, senior decision makers and stakeholders
Awareness and appropriate sensitivity to cultural, regulatory and political nuances across each of the regions within Global Consumer Banking
Proven track record of innovation

Contact Center Operations Manager Resume Examples & Samples

Facilitates the definition of the scope, goals and deliverables; creates and manages timelines –
Defines tasks and resource requirements –
Assembles and coordinates appropriate staff; manages resource workflow –
Demonstrates excellent risk identification and mitigation skills –
Manages budget, schedule, project resource allocation and track deliverables - Monitors and reports on progress of the project to all stakeholders, including fiscal responsibility –
Presents reports defining project progress, problems and solutions –
Provides ongoing updates and recommendations including status updates, changes in scope and project-specific strategy –
Monitors workflow and manages any issues that prevent the completion of the project - Evaluation and assessment of results

Contact Center Operations Analyst Resume Examples & Samples

Contact Center and WFM systems – ACD, CRM, eWFM, Aspect, etc
Attendance tracking reporting
Agent utilization/occupancy reporting
Assistance in resolution of day-to-day operational problems
Analysis projects
Managing multiple inbound and outbound queues
Database querying and manipulation basics
Communicates clearly, at own level
Strong customer service skills in supporting business goals and objectives
Proficient in and can operate the suite of standard office software
Influences business outcomes within their scope of responsibility
Handles multiple tasks, switches priorities and focus as needed
Builds effective and inclusive relationships with personnel at a variety of levels
Develops understanding of customer perspectives to assess quality of own deliverables
Actively seeks guidance for prioritization and review of deliverables
Develops internal network to effectively utilize key resources
Contributes to speed and quality of decision making
Demonstrates initiative and leadership within peer group
Demonstrates flexibility and adapts well to changing business environment
Uses judgment to identify issues and escalates when appropriate
Interacts comfortably with business managers and peer
Flexibility for working swing shifts, overtime, or weekends as needed

Global Contact Center Operations & Enablers Lead Resume Examples & Samples

Min. 10 years business experience (Operations experience preferred)
Min. 5 years of experience in people management
Team builder attitude
Strategic approach, able to provide direction on a +3 years perspective
Ability to manage diverse scope of responsibility
Ability to have a ‘helicopter’ view; conceptual / Business Shape
Knowledge of After Sales Services (or related areas) in the Health sector

Contact Center Operations Manager Resume Examples & Samples

Formulate the midterm (1-3 year) policy for the contact center department, taking into account all the relevant factors for integrated management
Manage in full (via a number of department managers) a contact center department that provides operational/business process support to internal and external customers for company products and services
Be responsible for contact center profit and loss
May lead multi-disciplinary change projects
At least 5 years business experience (Contact Center experience mandatory)
Knowledge of After Sales Services (or related areas) in the Health industry
Fluent in English, verbal and written in addition to local language
Multiple years People management experience
Team builder
Ability to manage diverse scope, attention to detail,
Strong communicator (verbal and in writing), entrepreneur
Energetic, dynamic, Inspiring
The ability to have a ‘helicopter’ view; conceptual / Business Shape

Contact Center Operations Manager Resume Examples & Samples

Strong understanding of TeleTech’s business, core values, and goals
Ability to lead and partner successfully with teams, management and client
Ability to manage multiple, complex, on‐going tasks and projects
High level of integrity, judgment and follow through
Strong coaching, people, and leadership skills
Strong analytical, verbal and written communications skills
Technology acumen and reporting

Contact Center Operations Supervisors Resume Examples & Samples

Experience with Workforce management systems and reporting as well as quality assurance assessment, contact center metrics and scoring tools
HS Diploma required; college preferred
Good computer skills including MS Excel and Word
Experience in a fast paced Contact Center (Call Center) required
Experience at the Team Lead or Supervisor level required
The desire to satisfy our customers promptly and further strengthen customer loyalty
Strong attention to detail, flexibility and a sense of urgency
Can make logical conclusions, anticipate obstacles, and consider different approaches to the decision-making process
Open to sharing ideas and suggestions, proposing solutions
Not easily frustrated by challenges and change; ready to tackle

Contact Center Operations Manager Resume Examples & Samples

Oversee the day-to-day operations of customer contact center and ensure delivery of an outstanding customer experience
Implement and sustain achievement of key performance indicators, including service level, average handle time, case resolution time, CSI and cost
Analyze trends and incorporate actual and forecasted contact volumes, contact patterns, staff productivity and resource allocation, and use the results to make decisions regarding contact center staffing
Implement strategies to improve agent performance through, recruiting, training, and monitoring of skills and behaviors
Participate in weekly and monthly quality calibrations
Identify and implement process improvements to drive an increase in customer satisfaction and quality as well as improve operational efficiency
Bachelor's degree in Business or related
Minimum 5 years' management experience in customer service, call center or related field
Experience in technical service, field or dealer operations
Strategic thinker; self-directed
Customer-focused; able to guide people to follow processes that drive customer satisfaction
Results oriented and accountable to deliver solutions
Process focused; able to develop and implement initiatives to drive efficiency

Contact Center Operations Ops Specialist Resume Examples & Samples

Develop and manage key performance indicators; communicate out performance and process improvements based on fact-based business intelligence
Identify, develop, and drive plans to ensure vendor is meeting all performance related metrics (e.g. – customer satisfaction, service level, handle time)
Ensure proper staffing and contingency plans are in place to ensure consistent performance through normal business, seasonality, and new product introduction peaks
Work with senior leadership and internal peer groups on continuous improvement projects targeted at improving the customer experience
Drive a comprehensive “Voice of the Customer” strategy and define methods to align VOC insights with in-depth customer analyses in order to better understand and predict consumer behavior
Develop effective intelligence and customer insight strategy based on analysis and assessment of customers and customer satisfaction scores. Present feedback results to leadership team to reinforce overall drivers of the customer experience and provide actionable recommendations for improvements based on the voice of the customer
Create communication and assist in defining the integration processes for VOC insights into cross-functional action plans; and establish on-going tracking and reporting. Represent the voice of the customer throughout project lifecycle
Own vendor cost per contact and monthly billing. Manage cost related metrics like AHT, repeat calls, etc.. Audit monthly billing invoices prior to submission
Assist with managing back office and legal cases coming from diverse areas such as Media, Procon, Reclameaqui, Social Media
5+ years of contact center management
Good working knowledge of Excel and PowerPoint presentations
Fluent in English (Advanced Written and Oral Skills)
Experience within telecommunications industry is a plus
Ability to successfully function across groups and drive influence throughout all levels of the organization
Excellent verbal and written communication skills; ability to synthesize complex and sometimes confusing information into succinct executive summaries
Experience working with and managing outsourced vendors
Experience with CRM tools and functionality, Oracle a plus
Experience with contact center metrics and systems
Six Sigma training and or COPC (certification is a plus)
Must be willing to answer to some consumer escalations emails during potential off hours

Director Contact Center Operations Resume Examples & Samples

Build and maintain the appropriate organization(s) to support the needs of every method of customer support
Set and achieve KPI’s (in multiple locations) for all forms of customer support, such as telephone, email, chat and social media
Implement industry best practices into current environment while maintaining company's heritage and culture
Leverage people, processes and technology to develop innovative strategies which will enhance the customer experience, produce a more efficient work environment and create a competitive advantage for the company – consistent with the experience we strive to deliver in our stores
Drive operational excellence and a continuous improvement mindset within the contact center environments. Our culture insists that while we may be pleased, we are never satisfied
Work closely with others to ensure a common vision of the customer experience and alignment regarding service expectations
Develop strategies to address issues that lead to customer dissatisfaction. Eliminate the need for customers to call unnecessarily
Develop (and, as needed, recruit) leaders who will embrace the vision and deliver on our culture of exceptional service
Continuously analyze service level performance to determine required resources and cost to support
Review and monitor daily, weekly and monthly program performance and, develop plans to rectify the problems and provide feedback on results for continual process improvement
Work with managers and other support staff to deliver against goals
Ensure all process documentation is updated regularly with any changes
Determine employee job standards and performance expectations
Lead and motivate team through effective coaching, performance management, rewards/recognition and career counseling
Project and plan appropriately for organic and non-organic growth
Align strategic goals to operating plans; drive execution; and track progress to achieving plans

Associate Manager, Contact Center Operations Resume Examples & Samples

Minimum of 1 to 2 years leadership experience
Minimum of 1-2 years of contact center experience required
Excellent listening, coaching, influencing and negotiating skills to help team members meet and exceed defined quality and productivity objectives
Enable the long-term success of team members through a balanced approach to performance and career development, continuous skills development and flexible career progression
Track, trend and identify opportunities that drive Service Level performance to goal for function(s)
Strong talent mindset with the ability to collaborate within and across different business groups with individuals at various levels to achieve desired results Successful communicator that conducts engaging stand up meetings, team meetings, team building events and proactively contributes ideas, opinions and recommendations
Experience with creating emotional and intellectual connections with staff regarding their role with influencing organizational objectives
Strong problem solving and issues resolution skills
Solid organization skills and the ability to manage multiple priorities while working under tight timelines
Create, implement, maintain and monitor process controls within aligned functions
Ability to develop talent and mobilize resources to achieve results both internally as well as vendor results through the sharing of best practices and results management
Ability to travel nationally and internationally to Prudential and vendor sites periodically
Proficient with Microsoft Office, Excel, Word ,PowerPoint and CentreVu
Project Management and a thorough, functional understanding of Company policies in different functional areas a plus (e.g., Quality, Business Operations Center, Human Resources, Finance, Vendor Management, Processing Areas etc.)
Responsibilities are not limited to the aforementioned and may change to accommodate workflow improvements and business needs

GM / Director, Contact Center Operations Resume Examples & Samples

This position will be moving to Atlantic City in 2018
Leads the Contact Center Operations team to fulfill company strategies, practices and procedures for serving, solving, and meeting company targets. Sets departmental direction to maintain the balance between providing a high quality customer experience and achieving financial targets. Serves as a strategic partner with peers and the Senior Vice President of Customer Experience in determining contact center strategies and ensuring South Jersey Gas mission and values are upheld
Accountable for management of the organization’s revenue cycle and the Customer Information System (CIS), which underpins a number of other critical operational systems, including the interface with the organization’s financial reporting system
Development and accountability for the appropriate internal, credit, and financial controls and policies to protect the organization’s revenue cycle. Involves development, implementation and compliance of regulatory and consumer policies, including those for consumer credit and delinquency, in addition to the integration of the policies with other functional areas
Ongoing development of work and resource strategies and the use of technology to ensure we remaining cost competitive for the customer care functions
Accountable for implementation and ongoing customer experience measurement through multiple voice-of-the-customer tracking surveys
Minimum of 5 years of experience in Customer Service, Operations, Sales, Marketing or related fields
Demonstrated experience with quality management and quality improvement efforts
Experience managing in a contact center environment managing large teams including a high number of direct and indirect reports is preferred
Demonstrated proficiency and experience using Windows-based PCs, Microsoft Office
Experience in utility industry preferred
Solid understanding of Contact Center operations and financials
Must possess strong conceptual skills, including financial statement analysis, staffing models, scheduling, and knowledge of telecommunication opportunities
Must have demonstrated the ability to both think and act strategically
Demonstrated leadership with strong communication and human relations skills
Proven record of institutionalizing best practices
Data driven with a commitment to process improvement
Strong reputation working with inter-disciplinary teams as being innovative, accountable, and reliable
Strong negotiation and contract skills
Must foster an inclusive work environment and value all aspects of diversity
Develops a culture in which employees serve, solve in a way that supports SJG strategies and reinforces the SJG culture. Serves as a role model for the Contact Center in all aspects of the business. Balances the urgency of meeting budget and service goals with a positive work environment that focuses on team success, diversity and inclusion
Coaches and develops direct reports and sets direction to ensure all employees are coached, developed and motivated to achieve results
Analyzes the productivity of the Operations organization and recommends adjustments to staffing, performance targets and resources in order to maximize results
Conducts reviews of direct reports to ensure performance standards are met and, if not, takes immediate action to improve performance level
Hires managers, supervisors and individual contributors with the abilities required to lead the achievement of business goals and create a diverse workforce
Analyzes summaries of operating results and makes recommendations that influence the goals of the department, customer care operations and enterprise
Directs the development and implementation of strategies to support high quality customer experiences, new product deployment and operational efficiency
Develops and implements annual operating plans to ensure that strategic initiatives are created to achieve the department’s budgeted revenue
Provides input and subject matter expertise in the annual budgeting process. Recommends plan adjustments and targets that will meet or exceed budgeted objectives
Serves as functional lead for the company’s Customer Experience Council and champions company-wide initiatives and new technology and customer initiatives, and directs successful implementation in areas of responsibility
Develops programs, policies and resource plans in order to maximize the efficiency and productivity of the Contact Center organization
Participates in the talent review process to ensure necessary talent is in the pipeline
Prepares crisis management plans, serves a first responder, and manages during the crisis period
Directs the development of appropriate tracking metrics and monitors the performance of the department to ensure that department and center objectives and regulatory standards are met
Directs, reviews and manages progress toward a standardized customer experience and performance deliverables, makes necessary tradeoffs between local and enterprise performance in delivering results
Reviews and directs the development/revision of programs, policies, reports, invoices and payments as required
Manages departmental budgets and controls expenses while meeting or exceeding revenue and service objectives
Provides direction to ensure company policies and procedures are followed and necessary accounting procedures and internal controls are in place
May collaborate with peer-level leadership group within and across the enterprise on special projects and initiatives and to ensure that strategies and processes are aligned to optimize opportunities
Collaborates with all critical partners (Field, IT, Marketing, Communications, etc.) to shape the customer experience
Collaborates with Human Resources to ensure the human resource needs of the Contact Center teams are met
Oversees and manages the relationship and management of outsourced Contact Center and ensures it is continuously meeting customer experience metrics
Leads selection and ongoing performance of outsourced Contact Center(s) resources and oversees contract negotiations
Communicates customer concerns, opportunities, implementations and related issues within the center, across the enterprise
Leads contact center team meetings to communicate progress toward targets and changes in direction, products, policies, expectations, processes and standards
Remains current on technical information regarding SJG’s telephony, workforce management, and all contact center technology,
Perform duties inherent in all supervisory, professional and administrative positions. Consistent with all positions in this classification, additional projects, tasks and/or duties beyond what is outlined here may be assigned as required