Shamriel Lowery-McMath
Call Center Manager| 10+ Years Experience|Champion of Member Experience| Master Coach|Driving Process Improvement | Innovative Leadership | Building High Performing Teams | Strategic Planning & Workforce Optimization
- Role
- Contact Center Manager at Kaiser Permanente
- Location
- Atlanta, GA, US
- LinkedIn followers
- 500 followers
About Shamriel Lowery-McMath
Healthcare operations leader with more than 10 years of experience driving operational…
Experience
Contact Center Manager
Oct 2024 — Present · GA, US
As a Contact Center Manager, I lead with a strong focus on data-driven decision-making and strategic execution to enhance operations and deliver exceptional member experiences. By analyzing key performance metrics such as average handle time, first-call resolution, customer satisfaction scores, and workforce efficiency, I identify trends, uncover root causes of challenges, and develop targeted strategies to improve both short-term performance and long-term outcomes.In my role, I collaborate with cross-functional teams and senior leadership to design and implement high-level strategic initiatives aimed at optimizing contact center operations. This includes leveraging advanced analytics and reporting tools to forecast call volumes, refine resource allocation, and improve service delivery. I also use data insights to evaluate the success of new processes and technologies, ensuring our strategies are both impactful and sustainable.Beyond operations, I prioritize building a high-performing team culture through tailored training programs, continuous coaching, and clear goal-setting. My leadership fosters accountability, engagement, and innovation, enabling the team to adapt to evolving business needs while consistently delivering high-quality service.With a blend of operational oversight, advanced analytics, and strategic planning, I ensure the contact center not only meets but exceeds key performance indicators. My commitment to driving measurable improvements and aligning operations with organizational goals positions the contact center as a vital component of business success.
Education
University of Phoenix
Bachelor of Business Administration - BBA, Business Administration and Management, General
Randallstown High School
High School Diploma
2007 — 2010
University of Phoenix
Associate of Arts - AA, Business Administration and Management, General
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