Zenith Education GroupSenior Manager Contact Center / Support Center
Nov. 2013 - Jun. 2015Thorthon, Colorado
Managing and developing a team of 7 to 9 supervisors, with teams of 12-17 representatives, Assuring their goals are oriented and aligned to the business goals such as; success rate, AHT, call lead ratio etc. Monitoring team performance to assess progress toward site goals, and set individual and team goals and objectives accordingly. Drives and support quality projects assuring the appropriate project techniques and best practices. Delivering individual and group productivity, utilization reports and the impact on the business. Write and conduct performance evaluations, provide both formal and informal feedback on an ongoing basis making recommendations for individuals and team actions. Including employment decisions based on performance reviews. Support Contact center training and quality efforts.
Promote a sales culture environment to motivate employees and supports employee satisfaction
Provide visibility and ensure transparency of operations through ongoing communication. Develop detail operations reports. Maintain a professional and positive manner. Ensure teams are in compliance with Contact Center and company policies and procedures.