Robert Bachofner
Randolph,MA
Summary
Results-driven call center supervisor with demonstrated success leading teams through cycle-based Combined Service KRAs including PCS, AHT, ADH, and overall KRA attainment. Known for strong sales-behavior coaching, performance accountability, and data-driven execution. Proven ability to stabilize underperforming metrics while driving engagement and consistency across cycles.
Overview
4
4
years of professional experience
Work History
TRC Supervisor – Traveler Support
Grand Circle LLC
Boston, MA
04.2022 - Current
- 2024 & 2025 Year-End Values Grade: B+
- Completed 2025 BusinessWorks ranked #1
- Immediately stepped up to lead the first initiative guiding our team to completion
- Provided valuable knowledge and quality feedback needed in order to progress through the day
- YTD Combined Service Results: PCS 92.2%, AHT 16:17, Wrap 1:02
- Hyper-aware of current team standing and necessary action needed to improve week over week
- Excellent understanding of urgency and ability to reprioritize tasks in the moment
- Average LSR Q4 2025 to date: 73.99% (+8.99% vs. goal)
- Drive accountability through early trend identification, direct feedback conversations, and performance management with clear actions and S.M.A.R.T. goals
- Focused on balanced performance management and personal support to retain valued, high-performing agents
- Rosemond Rosima – Prevented resignation by investing time in the agent’s personal life and providing the needed support to split time between work and school. This agent ultimately worked his way up to becoming a Combined Service Supervisor.
- Multiple agents have been developed to move into other roles or departments: R.Rosima (CS Supervisor), J.Merlo (CS Supervisor), C.Chapman (HG), B.Jean (Product Build), A.Himes (Sales), S.Philips-McIntosh (Sales), J.Skinner-Robinson (Coach) L.Karraker (Coach), C.Clark (Coach)
- Very competitive and driven by results – Created multiple, department-wide contests focused on building morale while driving progress towards business initiatives
- TS/Air/Sales Wrap & Hold Contest C9 2025
- Hold - 3:31 (-0:38)
- Wrap - 2:26 (-0:23)
- Combined Service PCS March Madness C3 2022
- PCS -
- Partnered with Sales leadership to assist in improving VA Mentions – Working with a group of 9 bottom performers, increased VA Mentions from 11.89% to 73.44% since Cycle 1
- Consistent top performer as a member of STS during covid – Exceeded goal for the 9-month period spent in the department and recognized as a top earner
- Communicate and provide fact-based feedback across all levels as needed
- Trusted leader for direct, consistent performance feedback and communication
- Recognized for strong documentation, follow-through, and execution
- Known for having very creative and fresh ideas to combat hot issues
Education
High School Diploma -
Blue Hills Regional Technical School
Canton, MA05-2010
Skills
- Combined Service KRA/Metric Ownership (PCS, AHT, Wrap, Hold, ADH, AUTP, VA, Reliability, LSR)
- Performance Coaching & PMA Delivery
- Sales Conscious Call Approach
- Cycle Planning & Execution
- 1x1 Cadence & Documentation
- Interdepartmental Collaboration
- Data-driven Decision Making
Timeline
TRC Supervisor – Traveler Support
Grand Circle LLC
04.2022 - Current
High School Diploma -
Blue Hills Regional Technical School