Manage a team responsible for residential and business departments achieving service level, average speed of answer, shrinkage, occupancy, average handle time, schedule adherence, attrition and staffing goals.
- Produce executive level reporting and analysis for all internal and outsourced call centers covering site workloads, productivity, service levels, staffing, and financial metrics.
- Direct all site hiring by forecasting attrition, promotions and global needs for each line of business.
- Developed a focus on schedule adherence misses by communicating the root causes and simple solutions to both site leadership and front line employees resulting in a $300,000 year over year increase in site efficiency.
- Improved the workforce team's email response time by 30%.
- Reduced total site shrinkage by 1.3% despite an 8700 hour increase in new hire training year over year.
- 15% AHT reduction and 24% ACW reduction in site year over year.