Project Management

• Provide high-level account service management for largest and most complex domestic and global clients.
• Initiate improvement plans for active projects, perform continuous follow-up, and track projects to completion.
• Understand customer contracts and SLAs, operationalize contract requirements, and enforce contractual SLA obligations.
• Compile and distribute monthly/quarterly service metric reporting, hosting onsite or remote PAR presentations.
• Drove business decisions and reduced operational costs

• Maintain overall team scores and statistics, ensuring SLAs for incoming calls are met.
• Administer agent ranking and statistics on a monthly basis, conduct side-by-side evaluations.
• Forecast scheduling based on call volume and assist with reports needed for other departments.
• Administer training to new hires, update training materials, and review and score calls for quality department.
• Handle escalated calls, participate in supervisor calls, and assist other representatives with questions during calls.