Jameson Naismith
Contact Center Optimization Manager @The Doyle Group. Acquired
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WORK HISTORY
Contact Center Optimization Manager @The Doyle Group. Acquired
Ponte Vedra Beach, FL, US
Responsible for the overall leadership and architecture of a Contact Center team working in liability insurance industry, with a focus on health, wellness, and beauty professionals. Also, the Agent on Record for The Doyle Group. • Responsible for the overall performance and optimization of approximately 8 Contact Center Agents in a fast-paced environment.• Coordinate and oversee all aspects of Contact Center staff processes including hiring, training, continued development, and mentoring.• Develop and implement a Leadership Development Program for Contact Center Supervisors.• Review data by agent, brand, channel, and marketing effort to garner a complete understanding of contact center performance.• Identify inefficiencies and areas of opportunity based on data analysis, experience, and our customer base and effectively execute solutions against them to impact KPIs.• Frequently calibrate on new and existing customer communications with corresponding supervisors to ensure expectations of performance levels are properly aligned.• Coordinate with Customer Service and Sales Supervisors to review KPIs on an agent level, determine obstacles, and develop plans for corrective action.• Lead through influence to continue to motivate and promote a team environment working towards a common sales goal and exemplary customer service.• Facilitate visibility to individual and team KPIs.• Perform monthly agent scorecard reviews and implement Performance Improvement Plans on an as needed basis.• Review production volume trends to develop and maintain staffing model.• Facilitate visibility of contact center performance metrics to associated brand managers, directors, and executives.• Engage with Marketing Team and Brand Managers to ensure the Contact Center team is prepared for the launch of new initiatives and promotions.• Responsible for TDG phone system and automated outbound voicemail system management.
EDUCATION
Eastern Florida State College
A.A.
SKILLS
ABOUT JAMESON NAISMITH
Contact Center Optimization Manager at The Doyle Group
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