Dawn Cooper
Macomb,MI
Summary
Experienced Contact Center Supervisor with over 20 years of experience in leadership, operations and performance management. Proven track record of overseeing large teams, driving performance metrics and enhancing customer service. Seeking a long-term career opportunity to leverage my experience in performance management and contact center operations in a company where I can contribute to its success and grow within the organization.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Contact Center Supervisor
Kelly Services
Troy, MI
09.2013 - Current
- Manage up to 24 Advisors, and 4 Team Leads across the US and Canada, ensuring high performance and adherence to company polices and client expectations.
- Conduct weekly coaching sessions and team meetings with Advisors and Team Leads to drive performance, development and resolve issues.
- Complete and update monthly Advisor and Team Lead performance scorecards, as well as track Personal Development Plans (PDPs) to ensure continuous improvement.
- Perform Variance reporting to monitor team and individual performance, identifying and addressing outliers.
- Conduct regular audits of Team Leads job duties, quality assurance evaluations, and call recordings to ensure compliance with client and company standards.
- Oversee the development and delivery of training programs designed to improve performance and meet key performance indicators (KPIs)
- Monitor call queues to spot call avoidance and review response times.
- Create a positive work environment, fostering strong teamwork and agent engagement.
Education
High School Diploma -
Madison High School
Madison Heights, MI06-1992
Skills
- Performance management
- Compliance
- Team building
- Quality assurance
- Variance reporting
- Call monitoring
- Customer service
Certification
- University of Phoenix - Essentials of Effective Communication
- University of Phoenix - How to Navigate Conflict in the Workplace
Skills and Tools
- Microsoft Office and Office 365
- Galileo Management Application
- Salesforce
- Maestro
- ENSO Call Listening and Evaluation Application
- COPC Certified
- US and Canada Employment Laws
Timeline
Contact Center Supervisor
Kelly Services
09.2013 - Current
High School Diploma -
Madison High School
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