Call Center / Crisis Remote Leadership
Various Employers
- Over 8 years of remote crisis and call center leadership experience.
- Worked to ensure and develop training and ongoing improvement of team members.
- Worked closely with team members to ensure quality interactions within the guidelines of the call center's needs and policies.
- Ensured accountability in the handling of people power by analyzing workforce needs both in real time and through gathered long-term data.
- Teamworking across different departments to continue the development and growth of frameworks that assist in ensuring efficiency is achieved in hand with sustainability.
- Real-time leadership and management of teams as they worked on the lines to ensure that pain points and roadblocks could be rectified in a timely manner, in ways that served all involved.
- Mentored junior team members and managed employee relationships.
- Providing guidance to upper management on employee relations issues, performance management, training, and development initiatives.
- Lead queue management, maintaining flexibility and reactivity in real time to queue demands.
- Ensuring the completion of on-shift admin duties in a timely manner, including, but not limited to, attendance, reports, queue data, and CRM management.
- Displaying a willingness to assist during high volume by stepping into whatever space could use assistance most, to relieve queues.
- Workforce analysis and management, including but not limited to scheduling, finding and correcting inefficiencies, handling changes in business needs, arranging shift coverage to adapt to needs, and PTO/off-time scheduling.
- Experience in quality assurance, including reviews, feedback, refreshers, ongoing training, and development of training materials.