Alorica, Inc. / AT&T
May 2006 — September 2012
Analyze performance results and implement departmental improvements. Plan for upcoming organizational needs and implement strategies in a proactive manner. Ensure departmental operational efficiently according to company policies and procedures. Guide individuals toward goal achievement using negotiation, teamwork, collaboration, motivation and staff development skills including the ability to act as a role model within the organization. Resolve escalated customer complaints. Create and develop staffing plans and work with support departments to ensure staffing strategies are effectively executed. Responsible for selecting, training, developing, and managing performance of direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization's policies and applicable legal requirements. Responsible for establishing and meeting Key Performance Metrics. Compilation of statistical reports regarding employee performance. Train and develop both current & newly hired team members. Complete call monitoring sessions on call center agents and deliver effective coaching and feedback. Demonstrate innovation and good judgment/problem solving skills when making decisions.