Nathan Boyer
Minneapolis,USA
Summary
Experienced Call Center Operations professional seeing opportunity to provide leadership in a customer service role
Experienced call center professional prepared to lead operations and drive success. Strong focus on fostering team collaboration and achieving results. Skilled in managing staff, optimizing processes, and ensuring customer satisfaction. Dependable, adaptable, and ready to meet changing needs.
Overview
18
18
years of professional experience
Work History
Call Center Operations Manager
Miracle-Ear/Amplifon
11.2023 - Current
- Oversee call center operation of two vendor partners who provide inbound and outbound call center service for Miracle-Ear
- Review and analyze data trends using reports out of systems such as Nice/InContact and PowerBI to provide a regular cadence of key insights and recommendations for improved performance to the Call Center Sr
- Manage
- Hold vendors accountable to the expected KPIs and SLAs by partnering with the Call Center Sr
- Manager to hold performance meetings and share trends based on reporting with vendor leadership
- Provide oversite on quality assurance for vendor agents to ensure best practices are being followed by reviewing QA scores, listening to calls, and holding vendors accountable for issue resolution
- Use campaign results to ensure work is placed with the highest performing vendor to drive positive results
- Research and respond to trouble tickets and call center issues reported by Franchisees
- Respond to the ticket with facts around what took place, provide coaching outline to vendors to address gaps in process that led to the tickets
- Track escalation trends to ensure coaching is shared with vendor leadership for agent knowledge gaps
- Identify and implement solutions based on escalated issues to improve process
- Create call scripts and provide to IT to load into Nice/InContact skills
- Work with vendor training staff to ensure accuracy and timeliness of training materials for any vendor training and coaching needs
- Facilitate Train the Trainer sessions with vendor trainings and support additional ad hoc vendor agent training as necessary
- Work with corporate training department and vendor trainers to continuously improve agent training materials
- Recommend and assist in development, creation, and implementation of call center proposals
- Support vendor by ensuring all the necessary tools, processes, and workflows are in place
- Take action on vendor feedback regarding processes
- Prepare monthly workload calendars and provide to vendors to ensure they have staff ready for the work that is coming
- Update monthly campaign goals and share with vendors
- Monitor daily progress of campaigns and communicate with vendor leadership to ensure timely completion of work
- Research system issues as reported by vendor leadership and work with IT to identify and implement solutions
- Support ad hoc CRM programs with campaign set up such as skill creation, script review, and training to increase contacts during key promotional timeframes
- Prepare and load weekly ad hoc calling lists as needed
- Create and execute contests to help drive results with vendor agents
Call Center Supervisor
Miracle-Ear
06.2021 - 10.2023
- Lead a team of ten outbound call center agents working a variety of campaigns designed to keep Miracle-Ear patients engaged and active in maintaining their hearing health by scheduling periodic appointments including annual hearing evaluations, quarterly clean and checks, and other appointments
- Monitored team and individual KPIs and results and provided feedback, coaching, and training to ensure optimal performance by each team member
- Partner cross-functionally on team engagement, incentives, customer feedback, and call scripting to ensure agents are engaged
- Performance manage agents when coaching efforts fail to achieve desired results
- Systems/applications used: Microsoft Office, Nice InContact, Sycle, FUZE, SmartSheet, Invoca, PowerBI
Unemployment Insurance Operational Analyst
State of Minnesota
11.2020 - 06.2021
- Assist callers with applications and questions about their Unemployment Insurance benefits
- Review issues that are impacting callers’ benefits
- Determine what is needed to resolve the issue
- Route issues with appropriate documentation to correct group to complete resolution of the issue
- Maintain confidentiality of caller’s information
Manager, Credit & Collections
CenturyLink
03.2010 - 09.2019
- Led and managed a team of up to eight collections supervisors and up to 150 front-line agents
- Assumed responsibility and accountability for the achievement of targeted business results
- Monitored and evaluated performance metrics to measure results and identify gaps in performance
- Consistently met all performance expectations and metrics including availability, collections effectiveness, average handling time, and quality assurance
- Built relationships with my direct reports and through those connections effectively developed, motivated, evaluated, and coached staff on work procedures, proper call handling, and teamwork to deliver excellent customer service to internal and external customers
- Monitored calls and provided ongoing feedback to supervisors and front-line agents to recognize positive performance as well as identify areas needing improvement
- Assisted supervisors with root cause analysis to uncover the reasons for poor performance results and to set up effective coaching plans
- Worked within established procedures to determine appropriate corrective action for agents who failed to meet performance expectations
- Talent development – worked with several front-line employees interested in advancing their careers
- Promoted four employees to the role of supervisor
- Mentored and coached new supervisors to become effective in their role
- Analyzed trends and determined when to adjust key call center metrics including availability, collections effectiveness, and quality assurance
- Reported results to management, made recommendations on changes based on the data, and introduced changes to the department
- Fostered a positive working relationship with the union (CWA Local 7201) to ensure that actions taken in the Center were in sync with the Corrective Action Process as outlined in the Occupational Employee Performance Plan
Supervisor, Credit & Collections
Qwest Communications
12.2006 - 02.2010
- Led and managed a team of up to 18 Credit Consultants in Customer Financial Services and assumed responsibility and accountability for the achievement of targeted business results including customer service goals as well as team and individual objectives
- Developed, motivated, evaluated and coached staff on work procedures, proper call handling and teamwork to deliver excellent customer service on all customer contacts
- Effectively diagnosed and coached individual performance within the team; created coaching plans to address any areas that needed improvement
- Monitored and analyzed results to ensure each team member was meeting expectations
- Encouraged a positive work environment by motivating team to continuously improve and achieve maximum performance through various methods including contests, recognition, etc
Education
B.A. - Organizational Leadership
Bethel University
St. Paul, MN01.2006
Skills
- Leadership
- Effective Communication
- People Management
- Attention to Detail
- Customer Service
- Planning
- Critical Thinking
- Mentoring
- Problem-Solving
- Data Analysis
Timeline
Call Center Operations Manager
Miracle-Ear/Amplifon
11.2023 - Current
Call Center Supervisor
Miracle-Ear
06.2021 - 10.2023
Unemployment Insurance Operational Analyst
State of Minnesota
11.2020 - 06.2021
Manager, Credit & Collections
CenturyLink
03.2010 - 09.2019
Supervisor, Credit & Collections
Qwest Communications
12.2006 - 02.2010
B.A. - Organizational Leadership
Bethel University
Similar Profiles
Kyle McCloudKyle McCloud
Closer Hearing Aid Specialist at Miracle EarCloser Hearing Aid Specialist at Miracle Ear
Torrie GarrettTorrie Garrett
Office Manager at Miracle Ear Hearing ProOffice Manager at Miracle Ear Hearing Pro
Dominique BattleDominique Battle
Customer Service Representative at Miracle EarCustomer Service Representative at Miracle Ear