Site Director, VP Operations Contact Center Director

O.C. Hailey

**********@*****.*** • m. 817-***-****• linkedin.com/in/ochailey12

Transformational Contact Center & Operations Leader

A proven operations leader with 20+ years of experience transforming customer centers of excellence. I lead with personal grit and am guided by the principles of servant leadership. Utilizing my deep understanding of contact center operations, six sigma expertise and leadership, I build committed high-performing teams and deliver exceptional results. Optimizing employee engagement, I achieve results through analysis, continuous improvement training and collaboration with team and colleagues. My superiors and colleagues recognize and appreciate my ability to blend individual leadership with an authentic collaborative style to deliver sustainable results.

Key Skills and Attributes

Strategic planning and execution

Attuned to identifying customer requirements through needs analysis

P&L management

Budget Planning, forecasting and management

Well-organized with attention to detail

Strong presentation skills

Collaborative; able to develop creative solutions and partnerships

Training and engagement programs

Exceptional written and oral communications

Excellent working knowledge of Microsoft Office, Salesforce and other business software

Key Accomplishments

Delivered turnaround strategies driving financial and productivity improvements which elevated performance from below plan to above annual targets

Developed team, established metrics and delivered 28% productivity improvement within first year. Customer contacts increased to 2.5mm per year

Reduced annual employee turnover from 55% to as low as 12% through training, recognition and empowerment programs

Increased first contact resolution results by 10% in first six months

Elevated telecommunications company global contact center’s overall performance ranking from 9th to 1st out of 14 centers through management of key performance indicators and continual development and training of team

Led strategic review of facilities, recommended transitions and closures and delivered timely shutdowns with minimal distraction of balance of business. Through planning and detailed implementation successfully placed 300 employees within alternate centers optimizing institutional knowledge and avoiding customer disruption.

Professional Experience

Telvista Dallas, Texas 2010- 2019

Vice President of Business Development 11/16 to 1/19

Act as the liaison to business operations partners to deliver and exceed client expectations. Also responsible for developing sales prospects and new client development.

. Select accomplishments include:

Increased sales pipeline by 15%

Supported multiple RFP’s and RFI’s

Conducted numerous site tours/sales presentations

Site Director 2/14 to 11/16

Led operations supporting four key clients with a 24/7 operations and a budget of USD of over $31+ million. Team consisted of 6 direct reports along with 45 supervisors and trainers to lead 700+ associates. Provided collaborative leadership to partner with sales to exceed customer expectations and develop new clients. Select accomplishments included:

Selected as overall top site for international telecommunications company

Became the center of innovation for several programs

Coordinated new lease for center and successfully managed a $1.2M refurbishment

Senior Operations Manager 9/10 to 2/14

Responsible for Telvista’s largest program. Team consisted of 3 direct reports and 27 supervisors leading 450 associates. Technical operations ran 7 days per week from 7am -1am supporting the entire U.S. Selected accomplishments include:

Improved center’s overall performance ranking from 9th to 1st out of 14 centers.

Improved Net Promoter Score results by 13%; exceeding vendor goal by 7%

First Call Resolution results improved 9%

Outreach Communications. Fort Worth, Texas 2003 to 2009

Vice President of Operations

Responsible for a 100-seat call center operating 16-hours a day. The inbound/outbound tele center conducted multiple campaigns for various clients including Comcast and Time Warner. Select accomplishments included:

Increased revenue 20% the first year and 24% the second year

Improved average tenure of center from 3 months to 17 months

Improved center efficiency by 38% resulting in allowing center to add additional campaigns without increasing number of agents.

Hailey and Associates. Colleyville, Texas 2001 to 2003

Owner and Independent Consultant

Consulting and motivational speaking organization focused on leadership development and business process reengineering within contact centers and industrial firms.

Created proprietary leadership development programs including “Step Up to Leadership” and led client training

Introduced client specific engagement program linked with learning and development which resulted in nearly 15 point improvement in engagement results

Developed change management leadership training program tied to Who Moved My Cheese book

Allstate Insurance Company 1978-2001

From 1991 to 2001 led three customer contact centers located around the country. Centers supported 13,500 independent agents. Objectives and goals j included recruiting, retention, rewards and recognition for more than 400 contact center representatives. Key accomplishments included:

Turned around performance within processing centers, increasing processing to 1 million phone calls with 80% service level and less than 5% abandoned ratio.

Redesigned agent training to strengthen first call resolution results which improved customer satisfaction and reduced call volume

Reduced annual contact center agent turnover from 35% to 9%

Call Center Department Manager,

Dallas Claims Service Center Department Manager 1991-2001

Directed Allstate's Dallas, Texas and St. Petersburg, Florida call centers responsible for taking claim information from customers nationwide. Managed a $32 million budget and team of 10 direct reports including two site managers and functional staff in training, budgeting, scheduling and front-line supervision, with total workforce of 940 employees. Select accomplishments included:

Improved financial and productivity results in both operations which previously were below targets.

By answering 2.5 million phone calls per year, improving productivity by 28%

Implemented team-based culture which reduced employee annual turnover from 55% to as low as 12%

Rebalanced employee mix from high part-time to 65%/35% full-time/part-time ratio

General Manager, Texas Regional Operations Center 1991 to 1994

Delivered back office support including policy issuance and changes, customer service and agent services for over 6500 Allstate agents in 16 states. Managed $15 million budget and led team of 4 direct reports and 365 employees. Reported to AVP Headquarters Operations and indirectly to 7 regional officers. Select accomplishments included:

Led country in all key performance indicators (kpi) measurements including financial, policy issuance and agent/client support

Directed facility closing strategy and retained knowledge based through placement of more than 300 employees within the company

Joined cross functional team which led efforts to streamline and reduce IT costs delivering $500mm in savings

Early Career

1978-1991

Allstate

Trainee, Supervisor, Unit Manager positions in Virginia and Texas during 1978 to 1991

Only manager (out of 30), selected for 24 month rotational development program which included stints in Human Resources, Underwriting and Sales

Education and Professional Activities

BBA, Management/Marketing, James Madison University, Harrisonburg, Virginia

Six Sigma Training

Management Coach/Judge of Annual Quality Improvement Competitions

National Contact Center Conference Presenter

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