Kathleen Rogers

As the PrimeStreet Realty Call Center Manager of Customer Success, I am responsible for overseeing the day to day operations of the call center. This includes hiring, training and supervising call center representatives and Supervisors , monitoring call center activity to identify trends and areas for improvement, setting performance goals, monitoring customer service quality, analyzing call center metrics to optimize efficiency, monitoring on time performance and schedule adherence.

• Responsible for building, developing and leading a team of 18-20 Customer Service Representatives and 2 Supervisors to achieve goals and deliver superior customer service.
• Develop and continuously improve process, reporting and strategies to accelerate business growth
• Conduct monthly and quarterly call recording audits to ensure proper procedures are followed, correct information is provided to consumers and documentation is accurate in CRM.
• Coach and provide feedback to team members to meet performance metrics.
• Conduct yearly performance evaluations.
• Address employee concerns and disciplinary issues.
• Skilled in capacity performance planning/scheduling for high volume call center . Experience with both IB and OB call centers.
• Effective project manager skilled in prioritizing multiple initiatives and leading projects to achieve delivery and quality objectives.
• Assisted in development of SOP, QA standards and monitoring procedures, training curriculum and delivering, interviewing onboarding of new agents.

Senior Team Manager - MetLife Disability

• Direct a team of 7 Team Managers to drive performance of 80+ customer service agents to reach team KPIs of average call handle time, quality, customer satisfaction, first call resolution, service level, abandonment rate and net promoter score
• Provide performance feedback to team managers via daily reports and weekly 1:1
• Work closely with Senior Account Manager and Client to identify system/workflow improvements to enhance team efficiency
• Ensure sufficient levels of staffing to achieve required KPIs
• Partner with client to undergo J.D. Power review process for Best In Class Customer Experience for Call Centers
• Facilitate Meet Up style interview sessions as well as 1:1 interviews
• Conduct daily and weekly huddles to assure timely communication of information to managers and agents
• Weekly call calibration sessions with client
• 0ther Administrative tasks as assigned by leadership

MetLife MKS Team Manager

• Empower team of 18-25 agents to reach individual and team KPIs of AHT, Quality, CSAT and FCR
• Coach/provide feedback to team members to meet performance metrics
• Handle complaint/escalations calls
• Maintain communication with client through weekly Operations and Touch Point calls
• Collaborate with client POC to facilitate process improvement plans; disseminate processes as work aides for team
• Weekly meeting to discuss bi-weekly staffing updates/issues in regards to forecasted call volume
• Maintain CMS skill assignments to provide greatest coverage and AHT results
• Onboarding of new agents
• Conduct call recording audits to ensure proper procedures are followed, correct information is captured/provided to customers and documentation is accurate
• Implement motivational programs and recognitions
• Conduct monthly KPI scorecard and attendance reviews; Conduct yearly reviews
• Manage team timecards, track PTO balances through KRONOS
• Responsible for ensuring Sutherland meets contractual obligations to client with the highest level of quality service.
• Keep management updated through completion of timely and accurate reports

• Conduct call recording audits to ensure proper procedures are followed, correct information is provided to suppliers and documentation is accurate in Salesforce.
• Provide 1:1 coaching through call audits, call calibrations and Y-jacking with agents identifying call strengths and process improvement opportunities in a constructive manner.
• Train new employees following the C2FO provided training guide demonstrating patience with all types of learners.
• Maintain company’s procedural changes ensuring changes are implemented, disseminated and effectively trained.
• Work closely with team manager guaranteeing an open line of communication to inform of team obstacles and success areas.
• Complete management reports and conduct team huddles in absence of team manager.
• Ensure agents feel supported and comfortable within the work environment. Encourage team performance to maintain motivation to meet personal/team monthly goals.