Description
Areas of Expertise * Staff Training and Development * Hire personnel in accordance with company standards and according to labor and employment law * Administer salary and employee recognition * Conduct monthly, mid-year, and annual performance reviews * Manage departments composed of up to 120 staff members, to include interviewing, hiring, onboarding, training and guidance, discipline, and terminations * Project Coordination * Through organization and planning, improved attendance at monthly training meetings from <60% to >90% for department with 100 part-time employees * Customer Satisfaction and Retention * Handle escalated customer calls * Ensure that all customer expectations are exceeded * Focus on all business interactions as customer service opportunities * Team Building and Leadership * Lead, mentor and coach teams to exceptional performance in contact center, retail, educational and medical/technical settings * Create a fun, friendly, and approachable team environment through peer recognition programs and team-building events Skill Highlights * Ability to supervise a team of individuals with differing skill levels & enable them to achieve performance & quality standards * Ability to maintain composure and work efficiently in a fast-paced environment, handling multiple priorities, including adoption of new call center software while continuing to operate the call center normally * Ability to handle customer and personnel issues with professionalism and maturity * Display strong interpersonal skills * Ability to work in a fast-paced, extremely customer-focused environment * Demonstrate strong business decision-making skills. * Excellent communication skills
Accomplishments
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