Alicia Scott

Call Center Operations Manager @Convey Health Solutions

Manage Supervisors and on line advocates to ensure exceptional quality and efficient service is delivered on each every call in alignment with the Convey Health Solutions Brand. Provide daily communication of results with individual team members in an effort to engage and provide guidance to achieve performance excellence through consistent quality monitoring and employee feedback. Responsible for end-to-end inbound and outbound Customer Service Quality results. Accountable for the selection, development of Supervisors and One Line Advocates. Collect, compiled and trend performance data to ensure successful fulfillment of program objectives. Develop and implement action plans to increase customer satisfaction. Manage turnover, attrition, attendance and scheduling. Lead individuals and department to meet/exceed professional objectives and achievements by using negotiation, teamwork, collaboration and motivation. Consistently surpass established SLA goal of 90% b partnering with Client Management and Operations to re-engineer point of-call case resolution process. Drive improvement and acted as change agent, enhancing quality through use of process re-engineering and efficiency techniques.