Operations Manager Oversight of day to day operations, managing 2 team leaders, 1 trainer and 40 FTE for multiple sales campaigns Communication with clients, and campaign owners to ensure smooth transition to our site Communicates with company stakeholders on where the company is at in terms of people, inventories, operations, etc. P & L oversight, Capacity Planning, Training and Recruitment Spearheaded free call center training to help call center aspirants improve their communication skills. Team Leader Through empowerment and motivation was able to assist in the promotion and development of 5 Escalations Agents, 3 Team Leaders, 1 Training Coordinator. Increase success contact rate of Case Managers from 44% to 59% which corresponded to better First Call Resolution for operations by analysing successful contact time patterns. Increase Customer Satisfaction Survey count which helped operations in establishing a strong metric which promotes customer advocacy. Effectively coach and motivate Case Managers which resulted to an increase in Attendance from 93% to 98%. Effectively coach and motivate Escalations Team which resulted to an increase in Occupancy from 50% to 85%. 87% increase in volume due to streamlining of escalation triggers and coaching of agents on the proper acceptance of calls. Increase of 984 to 1839 calls being answered on a monthly basis. Team AHT improved from 1121 seconds to 902 seconds due to constant coaching and action planning triggered towards reduction of WRAP and HOLD. Team In-Chair Occupancy improved from 72.55% to 89.26% due to constant coaching and action planning triggered towards behavior management. Team Schedule Adherence improved from 57.35% to 89.03% due to constant coaching and action planning triggered towards behavio Was able to author 6 key initiatives to streamline the different escalation processes and scenarios. Six Sigma White Belt for increasing Customer Satisfaction by 5% through First Call Resolution and decrease in Transfer Rate by 12%. ? Created the AHT academy which made 5% of the bottom quartile of those with handling time challenges meet the contractual AHT target. Was executed twice due to high efficiency rate. ? Increased Reliability by 10% by planning a cost effective program initiative. This initiative was executed 3 times with different incentives due to high effectivity.