Renee Lapointe

About Renee Lapointe

I am an Industrial–Organizational psychologist, adjunct faculty member, and curriculum…

Experience

1. Director - Contact Center Operations

   Edassist By Bright Horizons

   Jan 2016 — Present

   Director – Contact Center Operations (2022 – Present)Senior Manager – Employee Services (2016 – 2022)Director, Contact Center Operations at Bright Horizons is responsible for the daily oversight and strategic management of the Bright Horizons Contact Center. Key responsibilities included the administration of an over $3 million annual budget, ensuring the achievement of established KPIs, and directing operations for both internal and external contact center teams. The role encompasses continuous talent management activities, including team support and development, and the analysis of performance reports to inform operational adjustments and strategic decision-making. Additionally, acting as a representative for the Contact Center on the Policy Board, responsible for organizational policy development and management.Senior Manager, Employee Services centers on the management of client portfolios and providing comprehensive support to the Employee Services team. This entailed the rigorous enforcement and management of service level agreements, ongoing monitoring and enhancement of service delivery processes, and cultivating robust client relationships. A consistent focus was placed on the professional development of the team and the establishment of effective training curricula and programs.