Call Center Operations Manager

Call Center Operations Manager — Nova CX Solutions

Phoenix, AZ | June 2023 – Present

• Directed daily operations of a 120-agent contact center, managing service delivery across voice, email, and chat channels to consistently maintain an average Service Level Agreement (SLA) of 92% against a 90% target.
• Led a contact center technology migration from legacy PBX systems to Genesys Cloud CX, reducing IT maintenance tickets by 41% and average agent idle time by 12% across 3 operational shifts.
• Implemented Zendesk WFM for staffing forecasts and real-time schedule adherence monitoring, improving agent occupancy by 14% and decreasing overtime expenses by $45,000 in fiscal year 2025.
• Designed and launched an agent development curriculum focused on first-contact resolution (FCR), boosting team-wide FCR from 71% to 85% and reducing customer escalations by 24% over 18 months.

Call Center Supervisor — ClearConnect Center

Tucson, AZ | August 2020 – June 2023

• Supervised a team of 25 customer support agents, facilitating weekly coaching sessions based on Playvox QA audits that improved the team quality score average from 82% to 94%.
• Analyzed weekly performance reports to identify agent productivity bottlenecks, resulting in a workflow redesign that lowered team average handle time (AHT) from 340 to 285 seconds.
• Created a peer-to-peer mentoring system for onboarding new hires, which accelerated the agent time-to-proficiency by 30% and decreased 90-day employee attrition from 28% to 12%.
• Identified repeat service request patterns using Salesforce Service Cloud and coordinated with the billing department to resolve a recurring error, reducing related inbound call volume by 15%.

Workforce management (WFM), CCaaS migration, Genesys Cloud CX, Salesforce Service Cloud, Zendesk WFM, Playvox, SLA management, Contact center analytics, SQL, Tableau, Quality assurance auditing, Forecasting and scheduling, Escalation resolution, Remote team leadership, Six Sigma principles

Genesys Cloud Migration

Role: Project Leader

Tools: Genesys Cloud CX, JIRA, Salesforce, Zoom

Led the 6-month migration of 120 agents from legacy on-premise PBX to Genesys Cloud CX, reducing infrastructure costs by 28% and downtime during transition to zero.

Omnichannel Customer Experience Revamp

Role: Operations Lead

Tools: Salesforce Service Cloud, Zendesk WFM, Playvox, Slack

Unified customer support channels into a single CRM queue, increasing omnichannel agent utilization by 15% and improving customer satisfaction (CSAT) scores by 18 points.

• Certified Customer Experience Professional (CCXP) (2023)
• Certified Call Center Manager (CCCM) (2021)

• Languages: English (Native), Spanish (Bilingual)
• Professional Affiliations: Member, Customer Experience Professionals Association (CXPA)
• Availability: 2 weeks notice