Pablo McIntosh
Sites Director of Customer Operations at Consumer Cellular-Southwest Region
- Role
- Sites Director of Customer Service Operations-southwest Region at Consumer Cellular, Inc.
- Location
- Peoria, AZ, US
- LinkedIn followers
- 500 followers
About Pablo McIntosh
A high energy dynamo with an extensive ability to build and align organizations in…
Experience
Sites Director of Customer Service Operations-southwest Region
Sep 2021 — Present · Phoenix, AZ, US
Managing Consumer Cellular’s Flagship contact centers with over 1200 employees.• Brought in to improve a low performing site with over 205% attrition, 25% daily absenteeism and poor quality.• In 6 months, this site went from stacked ranked 6th among sites to 1st.• Slashed overall production attrition below 65% and daily absenteeism to less than 5%• President’s Club for 2022 based on nomination from peers and executive leadership.• The site featured on Consumer Cellular commercials. Multiple JD Power Awards (19)• Achieved high engagement scores (92) and NPS (90) over 2 years.• Initiated Hispanic support to assist Marketing outreach to this demographic.• Site makeup included Onsite, Hybrid and WFH personnel.• P&L responsibility of over $52M USD. Under budget 4 years in a row.
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