Call Center Program Manager

JASON CLOSE

*** ***** **** ******, **********, AL 35244 · 205-***-****

*****.*******@*****.***

EXPERIENCE

SEPT 2021 – PRESENT

PROGRAM MANAGER (VP), PNC

Leads a cross functional program/project team to ensure appropriate execution of organizational programs to support corporate strategy. Leads programs/projects requiring planning and communication across multiple segments, channels, or lines of business.

Assist with and/or manage the general and detailed planning stages of organizational programs; influences project decisions to achieve overall program goals.

Monitors the program budget while working to ensure success of the program.

Evaluates the implementation and effectiveness of the programs and recommends enhancements to programs based on results.

Teams with service partners to ensure seamless delivery and a consistent experience across multiple distribution channels.

SEP 2016 – SEPT 2021

OPERATIONS MANAGER (VP), BBVA

Lead critical care team(s) responsible for supporting BBVA’s 900+ internal and external call center managers and agents. Primary areas of leadership include:

Workforce Management Team

Monitor and maintain established service level expectations (EX: average wait time, talk time, idle time, etc.)

Workforce Management software utilized: Verint, Intradiem, and Aspect.

Project Management Control Team

Supervise all project initiatives from inception to training to call center roll out.

Design, develop, and deploy associated training materials to ensure minimal transition time.

Primary liaison for all Legal and Compliance matters to guarantee certification of rollout(s).

Methodologies Implemented: Waterfall and Agile

System Access Management

Initiate, monitor, and control system access for BBVA’s 800+ internal and external call center managers and agents.

Troubleshoot and resolve any access related issues as they occur.

Access Management software utilized: Jira

Facilities Management

Primary point of contact for BBVA Call Center’s Disaster Recovery Team that worked closely with BBVA Disaster Recovery, BBVA Corporate Security, Local/Federal Law Enforcement, and the National Weather Service (NOAA).

Closely work with Real Estate, Facilities, and Maintenance teams to resolve any facility related issues that may occur at any of our Call Center locations.

Mitigate internal/external threat(s) pertaining to BBVA call center employees, international partners, facilities, customers, and/or personnel.

Closely monitor civil and social unrest events and “Act of God” circumstances (i.e. hurricane, flood, earthquake, tornado, etc.)

Develop and implement business continuity plans per call center location and mitigate issues as they arise.

Compliance Management

Ensure all call center managers and agents are trained and knowledgeable regarding all internal and federal regulatory compliance standards pertaining to the line of business they support.

AUG 2013 – SEP 2016

WORKFORCE MANAGEMENT MANAGER (VP), BBVA

Manage operational support team responsible for producing schedules, forecasting, and staffing projections for all BBVA call centers.

Compliance and System Audit Administrator for 500+ call center agents.

Disaster Recovery Administrator

Frontline call center system and software support.

Vendor management of third-party staffing firm, Atento.

Workforce Management software utilized: Symon/RMG and Verint.

JAN 2001 – JAN 2013

QUALITY ASSURANCE ANALYST (AVP), BBVA

QUALITY ASSURANCE COORDINATOR, BBVA

RECONCILEMENT CLERK, BBVA

ADJUSTMENTS CLERICAL SPECIALIST, BBVA

EDUCATION

1999 - 2000 – BUSINESS MANAGEMENT MAJOR

university of Alabama at birmingham

1997 – 1999 – BUSINESS MANAGEMENT MAJOR

university of montevallo

MAY 1997 – HIGH SCHOOL DIPLOMA

Central Park christian school

Contact this candidate