Kage Heisenberg
Customer Experience & Support Leader | Remote & Global BPO Operations | Servant Leader Empowering Teams | Scalable Solutions for Tech, Telecom & Support | Trusted Partner in High-Volume, Metrics-Driven Environments
- Role
- Senior Team Manager Supervisor at Kelly
- Location
- South Beloit, IL, US
- LinkedIn followers
- 500 followers
About Kage Heisenberg
I am a customer support operations leader with experience leading large-scale…
Experience
Senior Team Manager Supervisor
Jul 2016 — Present · Chicago, IL, US
People-focused, results-driven leader managing Tier 1 and Tier 2 AppleCare support teams in a fully remote, high-volume call center environment. I lead and develop multiple Team Managers, driving team performance through daily call monitoring, CSAT trend analysis, and personalized coaching strategies. My teams consistently exceed SLA and QA benchmarks, maintaining compliance rates above 95 percent while delivering exceptional customer satisfaction.In my role, I collaborate closely with Workforce Management to optimize real-time staffing and scheduling. I also facilitate onboarding, lead skill-building training (SGTs), conduct security audits, and run dynamic team meetings and roundtable discussions that foster engagement and accountability. I conduct formal performance reviews, manage corrective actions, and mentor advisors through structured development plans to support long-term career growth.Cross-functional collaboration is key to my success. I partner with Apple and KellyConnect HR, Security, and Compliance teams to ensure operational excellence, promote diversity and inclusion, and maintain top-tier standards in a fast-paced, ever-evolving virtual environment. Whether resolving real-time technical challenges or proactively improving workflows, I bring a data-informed, people-first approach to every aspect of leadership.
Education
University of Central Florida
Human Resources Management and Services
2004 — 2008
Defense Language Institute Foreign Language Center
Certificate, German Language and Literature
1991 — 1991
US Army
31Q (MOS 25S) Tac/Sat / MW Sys Op, Satallite
1990 — 1990
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