Atu Haywood
Operations Manager @Cyracom Language Solutions
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WORK HISTORY
Operations Manager @Cyracom Language Solutions
Houston, TX, US
Manage the overall operation, coordination, and continuous improvement of a call center that provides English interpretation and translation services.• Provide leadership and strategic guidance to a multinational staff with as many as 400 direct and indirect reports working onsite and remotely.• Center subject matter expert on ISO Quality Management Standards. • Center subject matter expert on Contagion Control • Reduced annualized employee attrition by 20% year over year. • Key contributor to spearheading work from home opportunities for VOIP and video conference interpreters.• Manage and enforce COVID-19 safety and security protocols for center-based employees.• Make hiring decisions for call center leadership positions. • Work cross-functionally with multiple organizations within CyraCom, including but not limited to resource planning, human resources, training, recruiting, USCIS, facilities, and client services. • Transitioned the leadership team in using cloud-based collaborative tools such as Microsoft 365 to gather and share data.Final decision maker for agent call quality evaluation disputes at the enterprise level.
EDUCATION
Western Governors University
Bachelor of Business Administration (BBA)
SKILLS
ABOUT ATU HAYWOOD
Versatile operations and vendor management leader with over a decade of experience…
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