Andre Anderson

About Andre Anderson

Resourceful, results oriented Call Center Manager with over a decade of experience in a fast-paced customer focused environment. Received excellent evaluations in the areas of leadership, identifying performance trends, delivering accurate forecasting insights, and team development. Skilled at coaching and developing teams and leaders to exceed defined metric expectations. Proven ability to manage resources efficiently across technical and operational divides, ensuring seamless performance. Experienced at translating revenue performance trends into actionable recommendations that drive business growth and enhance contact center operations.

Experience

1. Call Center Manager

   Call Box

   Jul 2018 — Present

   Manage, coach, develop, and empower exempt and non-exempt call center teams of 25-50, supervisors, and team leads, to work efficiently and exceed defined performance standards.• Led full-cycle project management and SOP development and transformed the call center into a high-performing operation and workflow optimization, ensuring seamless execution through expert product knowledge. • Created unified team goals by mentoring, and coaching team lead/supervisors in the areas of conducting impactful one-on-ones, and delivering targeted feedback, resulting in measurable improvements in performance and development. • Executed performance assessments for mid-year and annual reviews, driving top-performer retention and increased team morale.• Developed and expedited a new attendance policy based on an occurrence model designed to improve adherence, resulting in an 80% reduction in adherence infractions and absenteeism and 50% overall productivity improvement. • Pitched and secured approval from executives to implement organizational change management and training, fostering an environment of continuous improvement and improved operational efficiency. • Managed the execution of 5+ projects concurrently by aligning cross-functional teams to streamline projects based on size and scope leading to strategic alignment. • Employed a dynamic resource management approach by forecasting project needs and assigning staff based on project requirements, ensuring all call center performance and client deadlines were met.• Restructured the recruitment process by developing job requisitions to ensure prospective agent’s profile aligns with company objectives and vision. Managed the hiring and onboarding of new staff.

Education

• Dallas Theological Seminary

  Master

• Dallas Christian College

  BS