Kyle Hoog-White
Director @Evara Health
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WORK HISTORY
Director @Evara Health
SKILLS
ABOUT KYLE HOOG-WHITE
Competencies that Drive and Maximize Agent and Departmental Performance. Management/Supervisor – Collaborated with corporate leadership in developing multi-year Strategic plans and operating metric plan/goals- consistently developed effective teams by challenging, mentoring and promoting high-performing individuals and top-grading when necessary. Team Development Training and Curriculum Development – Collaborated to Established new Quality Assurance Definition Documents with piloted programs, Created Manager Morale Committee to optimize Employee performance based on recognition and performance reward Call Center Standard Optimization and Operational Procedures development – Collaborated to Established process improvement and error reduction SOP’s intra/inter-departmentally that improved members’ experience and raised our 5 STAR quality score. Work Force Management and Metric Reporting – Monitored daily team and Individual adherence, AHT, and tracked real-time adherence. Relationship Management – Networked with Peers, Leadership, and Agents intra/inter-departmentally on multiple levels to bridge communication gaps; Drove production and transparency, including negotiation of policy and procedures to minimize member abrasion. Quality Analysis – Oversaw team Quality Assurance Metrics, Trended call performance and analysis for Team in order to drive Quality Metrics and exceed the departmental expectation.
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