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Michael W. Quint
Call Center Team Manager @AAA Auto Club Enterprises
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WORK HISTORY
Call Center Team Manager @AAA Auto Club Enterprises
68 Marginal Way; Portland, ME, US
Manage Northern New England\'s Call Center operations which receive inbound emergency road service calls for Maine, New Hampshire and Vermont. This includes on-target and precise staffing and 24-7 scheduling to handle call volumes 365 days a year. Oversee staff recruitment, HR documentation, performance appraisals; departmental reporting and monitor all aspects of service delivery ensuring the highest quality of service is being delivered by call center staff to our members. Analyze call center metrics: call data, member survey scores, response times to identify trends and opportunities for maximizing service quality, productivity, and staffing levels.Responsible for managing several direct reports and a multi-team environment. Develop and maintain internal, external and virtual team relationships that either directly or indirectly support the service delivery to our members. This includes building strong and viable working relationships through productive two-way communications as well as intermittent conflict resolution through honest and constructive dialogue.
SKILLS
ABOUT MICHAEL W. QUINT
I would describe myself as a dedicated and enthusiastic team player who is tireless…
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