Micahel Forste
Carthage,MO
Summary
Call Center Director with proven expertise in operational efficiency, quality assurance, and team development. Achieved significant improvements in customer service standards and employee performance through effective training and coaching. Seasoned Call Center Director offering leadership experience in overseeing operations and ensuring optimal customer service. Strengths include ability to manage large teams, streamline processes for efficiency, and implement innovative strategies to boost performance and satisfaction rates. Proven success in fostering positive work environments that encourage growth, collaboration and high-quality customer interactions.
Overview
15
15
years of professional experience
Work History
Call Center Director
Communication Solutions LLC
Joplin, Missouri
04.2011 - 11.2025
- Oversaw daily operations of the call center, including staffing, training, scheduling, payroll and performance management.
- Directed daily operations for call center teams across multiple shifts.
- Implemented quality assurance processes to maintain high service standards.
- Analyzed call center metrics to identify improvement areas and trends.
- Identified areas of improvement within the call center environment by analyzing current practices.
- Monitored team performance metrics such as average handle time and other metrics.
- Developed scripts for agents to use when responding to incoming calls.
- Oversaw employee attendance, productivity and call volume statistics.
- Conducted regular meetings with staff to ensure customer service goals were achieved.
- Collaborated with other departments to develop workflow processes that improved efficiency within the call center environment.
- Ensured compliance with all applicable laws regarding privacy protection and consumer rights
- Provided guidance and feedback on customer interactions and inquiries.
- Performed regular audits on call recordings in order to assess agent performance levels.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Maintained strong call control and quickly worked through scripts to address problems.
- Delivered constructive call process feedback.
- Coached team members on metrics and consumer experience behavior identification to improve productivity.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Facilitated training sessions for new hires and ongoing development for existing staff.
- Implemented changes to workflows and scripts based on customer feedback and analysis.
- Oversaw daily operations of call center team, ensuring adherence to performance standards.
- Conducted regular performance reviews and provided constructive feedback to team members.
- Managed escalated customer complaints, ensuring timely and effective resolution.
- Collaborated with other departments to streamline processes and improve service delivery.
- Led team meetings to update on goals, share best practices, and discuss improvements.
- Monitored call recordings to identify areas for improvement and compliance with protocols.
- Participated in the recruitment and selection process for new team members.
- Hired, trained, and mentored staff members to maximize productivity.
- Exceeded sales goals through upselling and cross-selling within existing client base.
- Monitored call recordings to identify areas for improvement and compliance with protocols.
- Participated in the recruitment and selection process for new team members.
- Hired, trained, and mentored staff members to maximize productivity.
- Exceeded sales goals through upselling and cross-selling within existing client base.
Education
High School Diploma -
Carthage High School
Carthage, MO05-2003
Skills
- Call center management
- Quality assurance
- Performance management
- Metric analysis
- Sales management
- Customer experience
- Call monitoring
- Coaching
- Team leadership
- Staff training
- Performance coaching
- Client relationship building
- Relationship management
- Problem-solving abilities
- Effective communication
- Staff motivation
- Problem solving
Timeline
Call Center Director
Communication Solutions LLC
04.2011 - 11.2025
High School Diploma -
Carthage High School