ba cynthia lawson

* Managed team of 15-30 employees. * Made sure I was visible and available for my team. * Monitor and track queue and inbound calls. * Motivate and encourage agents through positive communication and feedback. * Review weekly, monthly and month-to-date stats for the team and the department. * Kept track of attendance and patterns of abuse.Monitored and tracked FMLA usage and overage. * Recruit new staff and conducted interviews. * Conducted training sessions for multiple process improvement plans. * Continuous recognition for daily, weekly, or monthly achievement. * Monitored CSR phone calls for quality and assurance. * Given the responsibility of "Manager on deck"​ if manager was out of the office. * Handled executive escalations for the Director and Managers of the department. * Responsible for putting team building events together. * Achieved "TOP TEAM" from all site locations for best performing team in the call center.

* Participates in design of call monitoring formats and quality standards. * Performs call monitoring and provides trend data to site management team. * Uses quality monitoring data management system to compile and track performance at team and individual level. * Monitors email customer contacts. * Participates in customer and client listening programs to identify customer needs and expectations. * Provides actionable data to various internal support groups as needed. * Coordinates and facilitates call calibration sessions for call center staff. * Provides feedback to call center team leaders and managers. * Prepares and analyzes internal and external quality reports for management staff review.

Examine their personal leadership style and determine its appropriateness to various organizational situations; * Demonstrate appropriate decision-making skills in organizational contexts; * Formulate strategies for effective team development; * Analyze alternative solutions for complex business problems; * Compare and contrast individual characteristics that influence work behaviors and organizational effectiveness; * Analyze the impact of social problems on the workplace at the individual, group, organizational, and societal levels.