2013 to 2013
CALL CENTER MANAGER
TMX FINANCE
Managed a title loan call center consisting of 15 associates supporting 750 offices nationwide. Served as the escalation contact to clients, partners, and internal teams and supported sales staff, account management, and leadership. Handled forecasting, scheduling, hiring, and employee relations to determine staffing needs. Monitored team progress and set employee expectations, delivering one-on-one meetings, formal reviews, performance feedback, and training as well as developing career maps and coached to ensure behaviors aligned with corporate goals. Oversaw escalations and customer issues to completion including root cause analysis. Reported weekly and monthly to senior leadership on Key Performance Metrics (KPIs).
Performed exemplary large-scale project management and led the successful transition of the support center from Savannah, Georgia to Irving, Texas, interviewed and hired new employees and managing all employee relations during the relocation phase with the remote guidance of the corporate human resources office.
Drove timely responses to customer short-term loan needs and maintained wait times (goal 0:50 sec, average 0:30 sec) by collaborating effectively with internal teams.
Developed and evolved processes to ensure recovery from service issues and minimized the impact of the transition by promoting exceptional service levels even during the transition.
Enhanced the quality and efficiency of customer support and contributed to the knowledge base of the team by sharing best practices and maintaining a high standard of key analytical metrics in different areas including call volume, service levels, abandonment rates, procedural compliance, training, call quality and monitoring.
Worked closely with the call center director to establish operational policies and procedures as well as actively monitoring Call Queues (ACD) and Service Level Agreements (SLAs) to ensure appropriate adherence and achievement of departmental goals.
Worked with leadership to create the salary compensation, incentives and bonus structures for all 24 Dallas position requisitions.