Reggie Tate

About Reggie Tate

Call Center Operations Manager specializing in coaching to stats from a variety of…

Experience

1. Call Center Manager

   Maximus

   Nov 2019 — Present

   Provide daily updates to leadership based on key metrics,(e.g, volume of reviews collected), performance by team member, and plans to close any gaps Provide departmental leadership in assigned functions Supervision of contact center employees to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals Enact disciplinary process when necessary. Performance Improvement through termination Monitor staff quality and performance and provide feedback and coaching Monitor staff attendance/schedule adherence and enter exceptions into the workforce management tool Perform daily follow ups to ensure service level and quality requirements are met Interview and recommend hiring of contact center staff Pull and generate KPI data related to CSR coaching and performance improvement Complete employee performance assessments Report system issues to IT as well as assist with trouble shooting Continually look for and suggest process improvements Mentor staff and overseeing the team’s activities to support each team member in attaining their goals Coach supervisors on side by side call handling evaluations and QA on calls. Provide feedback to supervisors to ensure follow ups to improve performance Conduct regular team check-ins and one-on-ones to build team camaraderie and deliver individualized feedback & coaching Define tactics and plans for team members where necessary to help each team member reach target metrics Manage team staffing as the team grows Analyze trends in performance metrics to determine drivers of any changes in productivity or efficiency, either at a macro level or individual team member level

Education

• University of Missouri-Columbia

  Incomplete

  1988 — 1992

Skills

• Process Improvement
• Telecommunications
• Sales Management
• Microsoft Sql Server
• Wireless
• Microsoft Excel
• Micro
• Training
• Customer Retention
• Program Management
• Business Process Improvement
• White Belt
• Microsoft Word
• Team Leadership
• Microsoft Office
• Rta
• Coaching
• Customer Satisfaction
• Customer Service
• Software Documentation
• Avaya
• Call Center
• Content Management Systems (Cms)
• Crm
• Customer Experience
• Product Marketing
• Call Centers
• Contact Centers
• Negotiation
• Management
• Sales Operations
• Team Building
• Sales
• Account Management
• Troubleshooting
• Cross-Functional Team Leadership