Michael Williams
St. Augustine
Summary
Experienced call center leader with a proven track record in streamlining operations and improving customer interactions. Coached teams and implemented process improvements to elevate service quality. Creates collaborative environments and adapts to dynamic business needs. Strong communication and organizational skills ensure effective coordination and seamless execution of tasks. Excited to leverage expertise to drive success and deliver exceptional customer experiences.
Overview
16
16
years of professional experience
Work History
Call Center Manager
Carolina Home Remodeling
08.2023 - Current
- Manage the call center for a growing home remodeling company
- Oversee the staffing and coaching of a team of 7 agents
- Improve Key Performance Indicators to help grow the company
- These include meeting monthly sales goals, calls per hour, and call quality
- Work directly with the marketing manager to ensure leads are received and processed in a timely manner
- Conduct call quality evaluations to ensure agents are following script and using appropriate rebuttals
- Handle all discipline for violations of employee conduct, attendance, and performance
Operations Manager
Concentrix
09.2015 - 07.2023
- Managed a team of 4 to 8 team leaders and 120 agents across 3 different programs
- These programs ranged from sales to appointment setting, to customer service
- Coached and developed the team leaders to be effective coaches and improve agent productivity
- Coordinated with the client to ensure we meet service level agreements on a wide range of measures such as call per hour, call quality, and customer satisfaction
- Ensure the programs were compliant with client and regulatory standards and requirements
- Worked closely with other departments like training, recruiting, scheduling and quality
- Communicated directly and frequently with the Program Manager and the client
Training Supervisor
Concentrix
09.2009 - 09.2015
- Lea a team of 12 Program Trainers across 4-5 different programs
- Provided coaching and mentoring to the trainers through in class observations and weekly 1-1 coaching’s
- Reviewed and coached metrics like test scores, graduation rates, agent speed to proficiency, and agent quality scores
- Worked with client trainers to ensure curriculum was effective and followed according to client standards
- Worked with production leadership to identify any knowledge gaps and facilitate retraining when needed
Education
A.A. - Business Management
St. Johns River Comm. Coll.
St. Augustine, FL01.1997
Skills
- Call center management
- Data analysis
- Performance coaching
- Quality assurance
- Team leadership
- Employee training
- Customer service
- Root cause analysis
- Effective communication
- Process improvement
Timeline
Call Center Manager
Carolina Home Remodeling
08.2023 - Current
Operations Manager
Concentrix
09.2015 - 07.2023
Training Supervisor
Concentrix
09.2009 - 09.2015
A.A. - Business Management
St. Johns River Comm. Coll.
Similar Profiles
Brian PughBrian Pugh
Design Consultant at Lifetime Home RemodelingDesign Consultant at Lifetime Home Remodeling
Paige AllgoodPaige Allgood
Quality Assurance Coordinator at Power Home RemodelingQuality Assurance Coordinator at Power Home Remodeling
SAWYER WEEKSSAWYER WEEKS
Remodeling Sales Consultant at Power Home RemodelingRemodeling Sales Consultant at Power Home Remodeling