Call Center Manager or Director
Content
Gary Laster 1080 Terramont Dr. Roswell, GA 30076 (520)-260-2529 [email protected]
QUALIFICATION PROFILE: I am a highly competent call center professional that combines 6 years of call c enter management experience with an aptitude for strategic planning and analysis and particularly adept at team building, capturing the essence of complex subje cts and getting the job done right the first time. ADDITIONAL SKILLS: * Strong team building skills * Solid comprehension of call center metrics * Strong development skills, capital budgeting and excellent negotiator * Ability to motivate and lead other people Professional Experience Apac Operations Manager * Collect, analyze and present appropriate program data from the perspective for improving performance and quality on the project. * Ensure consistent & effective daily operations management by managing center r esources and capitalizing on opportunities to reduce costs and increase customer call quality and volume taken. * Analyze daily, weekly and monthly reports to current status and recommend futu re resource planning. * Manage Client service expectations through consistent, proactive and effective communication. * Had from 4 to 10 direct reports with a program headcount of approximately 420 . * Coordinate communication of policies and procedures, project objectives, and t raining between corporate, staff, and client. * Facilitate leadership development initiatives by effectively motivating, empow ering and providing immediate feedback to staff. * Manage the staff in the department through the next subordinate level. Respon sibilities will include hiring decisions, termination requests, time authorizati ons, the development and presentation of performance appraisals, and professiona l development and coaching of subordinates. 2009-2010
Afni, Inc. (Anderson Financial Network) 2004-2009 Senior Operations Manager * Collect, analyze and present appropriate program data from the perspective for improving performance and quality on all projects. * Ensure consistent & effective daily operations management by managing center r esources and capitalizing on opportunities to reduce costs and increase customer call quality.
* Analyze daily, weekly and monthly reports to current status and recommend futu re resource planning. * Accountable for effectively managing project teams and department spending whi le maximizing KPI (key performance indicator) achievement including managing $17 million dollar project budget * Manage Client service expectations through consistent, proactive and effective communication. * Review daily, weekly, and monthly forecast and provide reports to Clients and Executives to assure appropriate action plans and staffing. * Had 28 direct reports with a program headcount of approximately 420. * Coordinate communication of policies and procedures, project objectives, and t raining between corporate, staff, and client. * Facilitate leadership development initiatives by effectively motivating, empow ering and providing immediate feedback to staff. * Manage the staff in the department through the next subordinate level. Respon sibilities will include hiring decisions, termination requests, time authorizati ons, the development and presentation of performance appraisals, and professiona l development and coaching of subordinates.
Northwest Airlines Tampa, FL Mar 2001 - Aug 2004 Reservation Sales Agent * Sales of airline reservations, meeting sales goals, and customer service stand ards. * Assisted with supplemental training and development of sales skills for new an d tenured employees. * Top 1% in sales during my tenure. * Received awards for customer service and sales.
Cleaners Plus Cleaning Service Ft. Walton Beach, FL 1996-2001 Business Owner * * * * * Daily operation of a full service Janitorial Business. Managed staffing, quality assurance and client relations. New Contract Sales and Negotiations. Sales and service to all clients on an ongoing basis. Equipment upkeep and purchasing supplies.
Education Sikeston Senior High School - Sikeston, MO Diploma
QUALIFICATION PROFILE: I am a highly competent call center professional that combines 6 years of call c enter management experience with an aptitude for strategic planning and analysis and particularly adept at team building, capturing the essence of complex subje cts and getting the job done right the first time. ADDITIONAL SKILLS: * Strong team building skills * Solid comprehension of call center metrics * Strong development skills, capital budgeting and excellent negotiator * Ability to motivate and lead other people Professional Experience Apac Operations Manager * Collect, analyze and present appropriate program data from the perspective for improving performance and quality on the project. * Ensure consistent & effective daily operations management by managing center r esources and capitalizing on opportunities to reduce costs and increase customer call quality and volume taken. * Analyze daily, weekly and monthly reports to current status and recommend futu re resource planning. * Manage Client service expectations through consistent, proactive and effective communication. * Had from 4 to 10 direct reports with a program headcount of approximately 420 . * Coordinate communication of policies and procedures, project objectives, and t raining between corporate, staff, and client. * Facilitate leadership development initiatives by effectively motivating, empow ering and providing immediate feedback to staff. * Manage the staff in the department through the next subordinate level. Respon sibilities will include hiring decisions, termination requests, time authorizati ons, the development and presentation of performance appraisals, and professiona l development and coaching of subordinates. 2009-2010
Afni, Inc. (Anderson Financial Network) 2004-2009 Senior Operations Manager * Collect, analyze and present appropriate program data from the perspective for improving performance and quality on all projects. * Ensure consistent & effective daily operations management by managing center r esources and capitalizing on opportunities to reduce costs and increase customer call quality.
* Analyze daily, weekly and monthly reports to current status and recommend futu re resource planning. * Accountable for effectively managing project teams and department spending whi le maximizing KPI (key performance indicator) achievement including managing $17 million dollar project budget * Manage Client service expectations through consistent, proactive and effective communication. * Review daily, weekly, and monthly forecast and provide reports to Clients and Executives to assure appropriate action plans and staffing. * Had 28 direct reports with a program headcount of approximately 420. * Coordinate communication of policies and procedures, project objectives, and t raining between corporate, staff, and client. * Facilitate leadership development initiatives by effectively motivating, empow ering and providing immediate feedback to staff. * Manage the staff in the department through the next subordinate level. Respon sibilities will include hiring decisions, termination requests, time authorizati ons, the development and presentation of performance appraisals, and professiona l development and coaching of subordinates.
Northwest Airlines Tampa, FL Mar 2001 - Aug 2004 Reservation Sales Agent * Sales of airline reservations, meeting sales goals, and customer service stand ards. * Assisted with supplemental training and development of sales skills for new an d tenured employees. * Top 1% in sales during my tenure. * Received awards for customer service and sales.
Cleaners Plus Cleaning Service Ft. Walton Beach, FL 1996-2001 Business Owner * * * * * Daily operation of a full service Janitorial Business. Managed staffing, quality assurance and client relations. New Contract Sales and Negotiations. Sales and service to all clients on an ongoing basis. Equipment upkeep and purchasing supplies.
Education Sikeston Senior High School - Sikeston, MO Diploma
