CHRISTOPHER MCCARTY
CLOVIS,NM
Summary
Experienced call center professional prepared to lead operations and drive success. Strong focus on fostering team collaboration and achieving results. Skilled in managing staff, optimizing processes, and ensuring customer satisfaction. Dependable, adaptable, and ready to meet changing needs.
Overview
29
29
years of professional experience
Work History
Call Center Operations Manager
Allsup's / Yesway Convenience Stores
01.1996 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Trained team members on performance metrics and consumer behavior identification.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Manage 13 employees.
- Monitor and approve bi-weekly payroll.
- Oversee all Service Channel procedures and updates for the company.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Implemented key performance indicators to track agent performance, driving continuous improvement in service quality.
- Developed and maintained call center policies and procedures in accordance with industry best practices and regulatory requirements.
Education
High School Diploma -
Alpena High School
Alpena, MI06-1985
Skills
- Client relationship building
- Escalation handling
- Coaching and mentoring
- Appointment scheduling
- Staff motivation
- Policy enforcement
- Training management
- Compliance management
- Schedule coordination
- Dispute resolution
- Call center technology
- Timekeeping
Timeline
Call Center Operations Manager
Allsup's / Yesway Convenience Stores
01.1996 - Current
High School Diploma -
Alpena High School
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