Assistant Call Center Manager Resume Profile Boca Raton, FL - Hire IT People

Summary

A skillful and motivated Call Center Manager with 8 years of extensive experience in deploying, training, leadinghigh performing and efficient teams. Highly focused and results-oriented in complex, deadline-driven operations able to identify goals and priorities and resolve issues in initial stages.

Professional Experience

Confidential

Assistant Call Center Manager

Report to Call Center Manager, Site Director and Client Relations. Excellent ability to work with the client and be a liaison.
Manage a team of 8 supervisors and responsible for 122 agents to make sure our daily, weekly and monthly goals are met.
Able to mentor and lead people to their full potential and promote in the company
Oversee operations of the floor, including, reporting on staffing and completion of daily dialing campaigns.
Monitor and make changes to work flows in order to complete daily account requirements.
Perform shadow observations on Supervisors in unit and provide supervisor coaching and mentoring daily.
Host Daily Team Leader Meeting with supervisors on the floor.
Lead weekly review with Supervisors in units to make sure they are on target to reach their overall goal for the account.
Extensive use of CCMS for communications, tracking and reporting, including payroll and HR issues.
Understand, organize, and train new information to agents for educational and informative purposes.
Handle staffing, agent, and IT issues.
Demonstrated excellent knowledge of the TOPS Process.
Excellent customer service and problem solving skills.
Proven ability to work under pressure, meet deadlines and be accountable for the performance of others.

Manager

Confidential

Created seating floor plan for over 400 agent call center account
Responsible for follow up on escalated calls referred by the client including presidential escalations from the client.
Assisted ACCM's with agent's schedule
Responsible to follow ACD progress through the day and partner with the Leads Analyst.
Trained and coached team SME's Subject Matter Experts .
Assisted Supervisors by providing a resource of information to the agents and SME's.
Completed IT tickets and maintenance tickets as necessary.
Assisted in testing and successful launching of projects for the client and for Teleperformance.
Liaison with the client
Attended meetings with the client during visits to provide information and direction
Reported to Site Director and Call Center Manager daily with reports of progress for the overall goal for the month

Supervisor

Confidential

Led multiple ramp ups for new line of business with the client toover440 agents in 18 months.
Led and trained 22 Supervisors and Workforce of 18 agents to support department growth.
Ran administrative applications to audit, cross check and ensure teams successfully completed assignments.
Maintained service levels by managing operational standards.
Ranked within top five Team Leaders each month.
Providedreal time information to customers and team members.
Full understanding of Teleperformance operations process and standards and coaching to account goals.

Technical Support Engineer

Confidential

Provided second level support to resolve customer issues with software, printers and networks.
Indentified and implemented procedures and methodologies to help technical teams work more efficiently
Facilitated and ran training programs for team members with applications and technical support methods
Provided a leadership role in a team environment and supported team members and supervisors
Performed Hardware and software maintenance
Troubleshooting of desktop application issues
Effective at up-selling additional products and services to customers

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Assistant Call Center Manager Resume Profile

Boca Raton, FL

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