Richard LaPointe
Danvers,MA
Summary
Call Center Operations Manager at NTI with expertise in improving operational efficiency through quality assurance and targeted staff training. Skilled in performance analysis and metric-driven decision making, leading to significant enhancements in service delivery. Proven ability to cultivate strong stakeholder relationships and mentor emerging leaders, fostering a collaborative and high-performing team culture.
Overview
18
18
years of professional experience
Work History
Call Center Operations Manager
NTI
Boston, NTI
02.2020 - Current
- Streamlined daily operations of call center team to maximize efficiency and productivity.
- Developed training programs for new staff to improve service skills.
- Oversaw scheduling to guarantee adequate coverage during peak hours.
- Implemented quality assurance processes to evaluate customer interactions effectively.
- Coordinated cross-departmental communication to resolve customer issues swiftly.
- Analyzed call center metrics to pinpoint areas for enhancement.
- Mentored team leaders on performance management and employee engagement strategies.
Project Coordinator
NTI
Boston, MA
07.2015 - 02.2020
- Coordinated project timelines and schedules across multiple initiatives to enhance efficiency.
- Managed stakeholder communication to maintain alignment and clarity throughout projects.
- Facilitated meetings to review progress and resolve challenges effectively.
- Organized documentation and reports to monitor milestones and deliverables accurately.
Recruiting Manager
NTI
Boston, Massachusetts
02.2012 - 07.2015
- Formulated recruitment strategies to attract diverse talent pools.
- Coordinated interview processes with hiring managers and candidates to streamline hiring.
- Implemented employee referral programs that strengthened recruitment efforts.
- Managed applicant tracking system for efficient candidate management and tracking.
- Led onboarding initiatives to ensure seamless integration of new hires.
Team Lead
NTI
Boston, MA
10.2009 - 02.2012
- Directed daily operations and project management strategies for optimal team performance.
- Coordinated interdepartmental communication to improve workflow efficiency.
- Developed training programs for onboarding new staff and facilitating ongoing development.
- Conducted performance reviews, delivering constructive feedback to enhance team capabilities.
Recruiter
NTI
Boston, Massachusetts
09.2007 - 10.2009
- Collaborated with hiring managers to define job requirements and expectations.
- Conducted interviews to evaluate candidate qualifications and cultural fit.
- Developed strong relationships with candidates throughout hiring process.
- Managed applicant tracking system to optimize recruitment workflows.
Education
Associate of Arts - Business
University of Phoenix
Tempe, AZ05-2019
Skills
- Call center management
- Quality assurance
- Staff training and development
- Performance evaluation
- Call center metrics analysis
- Customer relationship management
- Stakeholder communication
Timeline
Call Center Operations Manager
NTI
02.2020 - Current
Project Coordinator
NTI
07.2015 - 02.2020
Recruiting Manager
NTI
02.2012 - 07.2015
Team Lead
NTI
10.2009 - 02.2012
Recruiter
NTI
09.2007 - 10.2009
Associate of Arts - Business
University of Phoenix
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