Roberto Walker
Senior Director - Call Center Operations
- Role
- Senior Director Call Center Operations at Morgan & Morgan, P.A.
- Location
- Orlando, FL, US
- LinkedIn followers
- 500 followers
About Roberto Walker
Dedicated and results-oriented professional leveraging extensive experience in optimizing workforce efficiency and driving strategic workforce planning initiatives.
Experience
Senior Director Call Center Operations
Oct 2020 — Present · Orlando, FL, US
Supported support groups in the call center, including Workforce Management, Training, Reporting, Vendor Relations, Client Experience and Knowledge ManagementLed the Workforce Management team, consistently achieving forecasts within a 5% variance.Maintained a low 1% abandon rate and ensured an Average Speed of Answer (ASA) of less than 15 seconds.Worked towards achieving a 5-second average speed of answer by optimizing schedules, running mini-shift bids, and reallocating staff.Developed a long-term staffing plan and fostered a working relationship with recruiting to ensure proper staffing levels.Established and managed a relationship with vendors, leading to the creation of a new service agreement.Collaborated with the vendor team to create redundancy within the businessHired a Knowledge Base Manager to launch a new knowledge base program, assisting agents with complex callsLed the Training Manager in creating a training academy, providing new employees with a space for taking calls and receiving real-time feedback from tenured agents.
Education
Queensborough Community College of The City University of New York (CUNY)
Associate's degree, Management Information Systems, General
2004 — 2006
Skills
- Customer Experience
- Call Centers
- Telecommunications
- Vendor Management
- Wireless
- Process Improvement
- Forecasting
- Troubleshooting
- Customer Satisfaction
- Scheduling
- Voip
- Avaya
- Workforce Management
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