Marc Brazeau

Deputy Director, Call Center Operations @General Dynamics

Directly Responsible for the operations of 3 Call Centers and up to 4,500 Customer Service Representatives Provide leadership to the operations across all sites and maintain service objectives related to CSR Attendance. Coordinate activities across the network as they relate to Policy, Process and Procedural adherence to ensure consistency. Ensure site resources and activities are mapped on a project schedule and managed per the defined timelines and within budget constraints Establish Award Fee Targets/Goals. Develop strategy and process to exceed expectations. Document progress and drive results. Evaluate and/or manage new initiatives and business opportunities from current and prospective customers if asked by senior management Develop reoccurring reports and presentations required by senior leadership and/or CMS. Examples include; White Papers, MBRs, QBRs, Weekly Status Reports Manage Audits. Risks, ISO, Policy, etc. Ensure all SLA targets are consistently met/exceeded