James R. Robertson
San Antonio
Summary
Expert in contact center operations with extensive experience in vendor management and compliance oversight. Proven success in aligning service expectations, optimizing performance metrics, and fostering cross-functional collaboration to enhance operational excellence and customer experience.
Overview
31
31
years of professional experience
Work History
Manager, Contact Center Operations
Centene
12.2023 - Current
- Manage daily operations for contact center teams, ensuring performance, quality, compliance, and customer satisfaction standards are met.
- Monitor workflows, interactions, and operational metrics to identify trends, address barriers, and improve team results.
- Partner with senior operations employees and cross-functional leaders to resolve complex issues and support continuous improvement.
- Review performance reports and translate findings into action plans, coaching strategies, and operational improvements.
- Collaborate with training teams to develop, review, and approve materials that support team readiness and performance expectations.
- Support onboarding, hiring, training, and development for new employees, promotions, and departmental transfers.
Account Relations Manager II
Centene
08.2022 - 12.2023
- Managed third-party vendor relationships supporting customer service performance, compliance, financial accountability, and operational execution.
- Served as a key liaison between vendor partners and internal leadership, ensuring goals, service expectations, and performance standards were aligned.
- Led business reviews and status reporting on KPIs, performance trends, operational issues, and improvement opportunities.
- Partnered with Business Intelligence, Training, Corporate Management, and Senior Leadership to optimize reporting, resources, and program execution.
- Supported product training, Omni implementations, systems access readiness, and project life cycle planning.
- Improved key indicators including adherence, availability measures, satisfaction surveys, and First Contact Resolution through targeted action planning.
- Contributed to a successful AWS migration through collaboration, planning, and vendor preparedness.
- Identified a compliance hold-time calculation issue that supported accurate measurement and improved compliance outcomes.
Supervisor, Medicare Operations
Centene
01.2019 - 08.2022
- Led Medicare operations teams through hiring, coaching, performance management, career development, and daily operational oversight.
- Managed complaint coordination, ensuring issues were resolved and responded to appropriately.
- Developed and maintained materials, processes, and quality standards to support production, compliance, and service expectations.
- Audited performance, phone logs, workflow, and productivity trends to identify improvement opportunities.
- Supported peer leaders as a metrics and analytics point of contact for AHT, adherence, short calls, ring time, and related outliers.
- Earned an Exceeds Expectations performance rating and Centene GEM Award for exceptional customer service performance.
- Achieved a 94% People Leader Effectiveness Index score from direct reports.
- Led a team ranked #1 of 14 teams for quality, adherence, and average handle time efficiency.
Team Manager
Capital Group
04.2007 - 01.2018
- Managed customer service teams supporting financial services products, client relationships, operational execution, and department initiatives.
- Oversaw work assignments, quality standards, adherence expectations, escalated issues, training, and process improvements.
- Managed performance and development of associates, including coaching, hiring participation, career discussions, and HR guideline application.
- Led projects involving adherence standards, audits, business continuity, retirement-plan updates, compliance review, and operational readiness.
- Recommended and implemented cross-site adherence metrics for 1,200+ associates across phone and processing work.
- Oversaw special-handle and employee accounts processes, maintaining confidentiality and continuity across sites.
- Approved high-dollar wire transactions exceeding $200 million for payroll and advisor commissions.
Assistant Call Center Manager / Team Manager
INFONXX
San Antonio
09.2001 - 04.2007
- Managed day-to-day call center operations, special projects, staffing, performance, coaching, and employee relations.
- Led Team Managers, Team Leads, and Customer Service Representatives to achieve service, quality, efficiency, and profitability goals.
- Conducted performance reviews, hiring interviews, client conference calls, calibration sessions, and staff meetings.
- Served as a point of contact for facilities, technical issues, employee concerns, and operational communication.
Team Manager / Customer Service Representative
Weblink Wireless
San Antonio
06.1995 - 08.2001
- Progressed from Customer Service Representative to Team Manager, coaching teams to enhance service quality and meet performance goals.
- Monitored performance and provided feedback, analyzing call trends to recommend targeted training and development initiatives.
Education
Corporate Learning - emotional intelligence, trust and credibility, change readiness, time management, feedback and resistance, behavior coaching, navigating conflict, strategy alignment, persuasion, and influence
Harvard Business
01-2017
Workshop - HRCI certification credit hours and continuing education units
Predictive Index
01-2006
General studies coursework -
Palo Alto College
San Antonio, TXSkills
- Contact Center Operations Management
- KPI Performance
- Workforce Planning
- Forecasting
- Real-Time Adherence
- Quality Assurance
- Performance Management
- Process Improvement
- Compliance
- Risk Management
- Audit Readiness
- Regulatory Compliance
- Business Reviews
- Project Execution
- Customer Experience
- Escalation Resolution
- People Leadership
- Coaching
- Talent Development
- Change Management
- Conflict Management
- Stakeholder Communication
Education And Professional Development
- Harvard Business Corporate Learning, 2016-2017, Coursework included emotional intelligence, trust and credibility, change readiness, time management, feedback and resistance, behavior coaching, navigating conflict, strategy alignment, persuasion, and influence.
- Predictive Index Workshop, 2006, Completed HRCI certification credit hours and continuing education units.
- Palo Alto College, San Antonio, TX, General studies coursework completed.
Volunteer Experience
- Northside Independent School District, Watch D.O.G.S. / Campus Volunteer
- San Antonio Pet’s Alive, Volunteer
- Valley Hi Elementary School, Mentor
Technology And Tools
- Microsoft Word
- Excel
- PowerPoint
- Outlook
- OneNote
- SharePoint
- Tableau
- Avaya
- Aspect
- Genesys
- Cisco phone systems
- NICE Application Suite
- Real-Time Adherence
- ESchedule Planner
- EWorkforce Management
- ADP reporting
- Dayforce/myPay
- Anna/TPG
Selected Achievements
- Maintained strong KPI performance in service level, average speed of answer, abandonment rate, first contact resolution, adherence, and quality.
- Supported operational performance during technology migrations and workforce challenges through planning, reporting, and stakeholder engagement.
- Built a reputation as a collaborative leader, peer partner, and analytics resource for performance outliers and team development.
- Led teams recognized for top performance, quality, adherence, and customer service excellence.
Timeline
Manager, Contact Center Operations
Centene
12.2023 - Current
Account Relations Manager II
Centene
08.2022 - 12.2023
Supervisor, Medicare Operations
Centene
01.2019 - 08.2022
Team Manager
Capital Group
04.2007 - 01.2018
Assistant Call Center Manager / Team Manager
INFONXX
09.2001 - 04.2007
Team Manager / Customer Service Representative
Weblink Wireless
06.1995 - 08.2001
Corporate Learning - emotional intelligence, trust and credibility, change readiness, time management, feedback and resistance, behavior coaching, navigating conflict, strategy alignment, persuasion, and influence
Harvard Business
Workshop - HRCI certification credit hours and continuing education units
Predictive Index
General studies coursework -
Palo Alto College