Call Center Manager

JAMES V. RIGGSBEE

* * * * ** a g l e Pl a c e

S e f f n e r , F L 3 3 5 8 4

*** -***-****(Mo b i l e ) r i g g s b e e j@y a h o o . c om

Qualifications

Diverse call center management with inbound, outbound, data entry and BPO, administration experience. Personal attributes include strong work ethic and leadership skills, including conflict resolution, financials, problem solving and the ability to build strong, effective, working relationships (internally and externally). Center Applications and software knowledge: Aheeva Solutions; Blue Pumkin; Cisco; Dartmon; SER; Lucent / Avaya; Mosiac; Strata Soft; TCS; Witness; MySQL, just to name a few.

Experience

I2c Inc. Panama City, Panama

Site Leader (2008 to Current)

Responsibilities include but are not limited to establishment of a contact center location in Panama City, Panama (LAC), maximizing areas of opportunity within the existing contact center located in Pakistan (350+ employees), establishment of terms and conditions of all policies and agreements, and compliance with local government laws and regulations. Additional responsibilities include monitoring and creation of alternative solutions to call center activities, applications development and all IT implementation internal and external, advertising, recruiting and training, and creation of employee performance evaluations. Also responsible for P&L’s, cost per acquisition, Bill to pay, revenue streams, and models of cost to profit ratios.

Panama Call Center Panama City, Panama

General Manager (2006 to 2008)

Managed all aspects of the call center business from construction to going live, with a start up center of 180 seats. Responsibilities included recruiting and advertising, IT implementation (Internal and externa initiatives), Operations, P&L responsibilities, Business Development, Account/ Client services.

Scope of work included: All financials and set up, revenue streams; Complete center set up of all processes and procedures; Employee contracts; Set up of internal and external reporting tools; Responsibility for operations and account management; Growing existing accounts and establishing new ones; Program Implementation; Recruiting processes and job descriptions; IT platform set-up; Working closely with Panamanian government and officials to ensure compliance.

United Nearshore Operations Santiago, Dominican Republic

Operations / Accounts Director (2005 to 2006)

Managed Call Center Operations and Client Services functions for all clients. The contact center consisted of 300 production seats located in the Dominican Republic. The center was 30% outbound, 55% inbound, and 15% data entry. Prior to taking over this position there were approx. 45 seats being occupied. Within 4 months the business had grown to approx. 260 seats. After taking over, the center they saw an increase of approximately 36% EBITA.

Scope of work included: Coordinated with International Free Zone; Created management training material; Implemented operational processes; Owner of all relationships client and vendor; Realigned the organization strategically to fortify future endeavors; Responsible for various client relationships; Right sized roles to meet client expectations and business needs; Submitted and reviewed all RFP’s and SOW’s; Worked with local and country government.

Results Technologies Fort Lauderdale, FL

Account Executive (2004 to 2005)

Managed 50,000 to 60,000 operational hours across 15 vendor sites nationally and internationally. Primary point of contact for Chase Bank credit card account, including client / vendor relations and operational reporting and calibrations. Earned 2004 Vendor of the Year Award. Generated over 15m in revenue growth.

Scope of work included: Managing all business aspects with 100% accountability for all account sites and profitability; Data analysis; Acton plan development and implementation; Lead management; New Site implementation including training and audits; Point of contact for multiple client channels.

APAC Oklahoma City, OK

Site Director (2002 – 2004)

Managed complete operations of a 580-seat inbound/outbound call center consisting of over 800 employees with responsibility for ratio’s, bill to pay, and overhead. 100% accountable for all financials, P&L’s, payroll, training, and recruiting, technology, growth and building of client relationships. Positioned the organization to meet or exceed client KPI’s. Brought the site from a seven-month negative revenue stream to $90,000 in revenue growth in less than 60 days at 70% capacity. Decreased attrition by over 250% (annualized). Reduced overhead by 13-15%. Re-established and developed positive relationship with client.

Scope of work included: Creating and implementing new supervisor training; Developing new model–based incentives; Developing inter-office communication networks and establishing departmental ownership.

Aegis Communications Group Port St. Lucie, FL

Program Manager/Operations Manager (1999 – 2002)

Managed and directed the overall leadership team for Trilegiant/Cendent programs, with performances where based on SPH’s and Conversions. Business Contributions include increasing PFP from $24 per hour for 65 FTE to $30 per hour for over 150 FTE. Managed 6 supervisors, 1 trainer, 7 QA’s. Improved conversion performance over 8%. Developed and implemented effective performance coaching techniques and rp. Maon 2.%c. Additional responsibilities included management of an outbound floor of 140 seats operating 12.5 hours a day, 6 days a week. Create strong effective relationships with clients and internal staff. 92% Bill to Pay. Real Time Management (Inbound- 95/5 with 5% net abandons). Design and develop promotional incentive programs to motivate supervisors and agents. Ensured compliance with all client Standards/Quality. Responsible for all campaign initiatives and results. Responsible for all campaign initiatives and results. Web-Based Applications

Training and Recognition

Some College in Business Management; Call Center Management and Business Development Seminars;

Leadership 2000 Seminar.

COPC Certified in 2003

Earned “Vendor of the Year Award 2004” from Chase Bank

Earned “Employee of the Quarter Award” from APAC Customer Service in 2003 (3rd quarter)

Contact this candidate