Contact Center Manager

Administrative, Assistance & Office Support Professional Saco, Maine, United States

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Summary

Building and reorganizing call centers and contact centers across a variety of industries has been my passion for 20+ years. I have utilized various CRM applications and telephony systems to service business and consumer accounts that includes support, sales and technical & field services. Collaborating with IT, Training, WFM, and HR teams, to build world-class service departments has been fulfilling. Agents in the call centers consisted of CSRs and dispatchers, to Technical Support Engineers and Technical Applications Scientists. My strengths in analytical and metric reporting is high. Developing SOPs as well as training programs is strong. Building teams and demonstrating support is critical and my goal is to provide the best support to customers and employees.

Expectations

My expectations will be a fast-paced, dynamic environment with focus on the customer and goal-oriented expectations. Typically a newer company will need someone with the experience to work with the various departments to get a contact center off-the-ground or improvements on an organically grown team that needs efficiencies. The management team will be cohesive and work together to achieve the corporate expectations.