Service Delivery Ops Senior Analyst: Call Center Team Lead

Oversaw 24 remote call-center agents and day-to-day operations including, monitoring live queues, and ensuring team answered and addressed calls. Conducted 1:1 coaching and provided feedback.

Directed agents to complete side tasks including, short call investigations, uploading legally required call recordings, and investigating transferred calls to find root causes, aiding the overall project.

Conceived and implemented a data collection process that improved reporting and enhanced backlog management, clearing an 800-task backlog within 4 days. Positively impacted client relationships by ensuring legal compliance and eliminated the need for additional resources and overtime, reducing costs.

Enhanced agent role to address dynamic client demands, and facilitated side projects involving backlog fulfillment.

Collaborated with training, quality, and reporting teams to provide exemplary service to the client, meeting and exceeding SLAs.

Worked with leadership to optimize workflows, improve processes, and implement change.