Ardent Call Center Operations Manager especially adept at call center hiring, coaching and ongoing training to ensure compliance with operations regulations. Skilled at setting and meeting productivity goals. Specialise in conflict resolution and the timely preparation of operations and productivity reports.
Â• Vast knowledge of project management procedures Â• Familiar with the use and maintenance of dialer and dashboard tools Â• Solid understanding of quality assurance practises Â• Proficient in the preparation of budget reports Â• Strong ability to handle multiple tasks efficiently Â• Solid verbal and written communications abilities Â• Excellent motivational skills
May 2010 to November 2012 Manchester Manufacturing Â— Manchester, UK Call Center Operations Manager Â• Managed daily call center operations. Â• Developed and implemented staff training and mentoring programmes. Â• Implemented customer quality procedures. Â• Dealt with customer issues in a courteous manner. Â• Ensured that rules of conduct were adhered to during each call. Â• Monitored staff calls for quality assurance purposes. Â• Approved time off requests and prepared staff schedules. Â• Provided initial training for each new call center project. November 2012 to Present Manchester Manufacturing Â— Manchester, UK Call Center Operations Manager Â• Monitored call center activities. Â• Prepared staff performance analysis reports. Â• Provided support with all call center activities. Â• Prepared budget reports and tracked call center expenditures. Â• Interrupted call center data and developed strategies accordingly. Â• Disciplined staff not following call center procedures on calls. Â• Developed productivity metrics.
2010 University of Cambridge, Cambridge, England, UK Bachelor of Science, Business Management