Chad Mottice
Dynamic Leader focusing on Training, Customer Service and Support Culture.
- Role
- Contact Center Regional Supervisor at DRB
- Location
- Akron, OH, US
- LinkedIn followers
- 500 followers
About Chad Mottice
At DRB, my focus as Contact Center Regional Supervisor harnesses the power of workforce…
Experience
Contact Center Regional Supervisor
Feb 2023 — Present · Akron, OH, US
Monitors key performance measures in Real Time, including call volume, abandoned calls and hold time to meet customer service expectations and maintain efficient call center operations- Forecasts projected staffing requirements and schedules Technical Support Reps (TSRs) to adequately meet the goals of the department- Supervises the call escalation process to ensure that calls needing escalated are being handled by the best possible resources- Ensures that Support has the proper tools and utilities to provide quality support to our customersMaintains and administers contact center tools (phone systems, scheduling programs, intranet, time and attendance)- Makes decisions with regard to team resources ensuring that appropriate productivity levels are maintained- Focuses on efficiency objectives to lower the cost of providing support.
Education
The University of Akron
Psychology
1990 — 1992
Skills
- Analysis
- Leadership
- Coaching
- Telephone Skills
- Team Leadership
- Call Centers
- Process Improvement
- Sales
- Operations Management
- Human Resources
- Training
- Customer Service
- Team Building
- Management
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