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Michael Taney
Director of Site Operations @Foundever
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WORK HISTORY
Director of Site Operations @Foundever
Langhorne, PA, US
Oversees up to three contact centers, supervising teams of up to 15 direct reports overseeing hundreds of agents. Represents the Voice of the Client in all engagements with teams. Manages P&L, directing operating expenses to meet net profit targets. Promoted from Senior Workforce Manager to Director of Site Operations within one year of joining the company. Successfully delivered improvements in employee retention, attendance, recruiting, and the satisfaction of client expectations. Created employee relations strategies and coached site leaders. Trained employees through case studies and presentations on KPIs. Instituted improvements that led to an increase in annual revenue from $5M to $20M. Introduced a new call center strategy that improved seat utilization by 100% in 10 months. Conducted a presentation on site performance that secured the business of a Fortune 500 client, representing $18M in annual site revenue and $300M overall for the company over the next three years. Reduced absenteeism from 28% to 7% in two years while lowering attrition from 180% to 70%, directly impacting profit. Improved the fill rate for new hires from 60% to up to 100%. Led the company to rank as a Best Place to Work in Bucks County for 2015 and 2016 and the best-performing contact center in North America for the last five years.
EDUCATION
Widener University
Engineer's degree
Ashford University
Bachelor of Business Administration - BBA
SKILLS
ABOUT MICHAEL TANEY
Engaging operations and strategy leader possessing a winning blend of management expertise, skill in the oversight of teams, and practical experience in customer service, team leadership, program management, financial analysis, and project management. Leverages a unique mix of strategic and analytical expertise, consistently exceeding performance goals by aligning the effort of strong teams with organizational objectives.
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