Care Center Lead
Sutter Health
Sacramento, CA
02/06/01 - Current
- Organized daily work schedules for a team of 10-15 call center agents.
- Analyzed trends in customer feedback data to identify areas of improvement within the call center environment.
- Maintained accurate records of employee attendance, leave requests and other relevant information related to personnel management.
- Conducted regular one-on-one check-ins with each member of the team to provide feedback on their performance and development opportunities.
- Collaborated with other departments such as IT, HR, Sales and Marketing on projects related to call center operations.
- Identified areas where additional training was needed among staff members in order to better equip them for success.
- Managed budgeting activities related to staffing levels, equipment purchases and operational costs associated with running the call center.
- Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.
- Produced reports outlining information such as call duration and customer satisfaction levels.
