Jason Lamacki

Provide leadership, collaboration, and effective communication between vendor management and site director. • Support Call Center Supervisors in the day-to-day operations of the call center. • Monitor and drive productivity of Call Center operations to ensure the achievement of the highest quality. • Work closely with the supervisors & lead collaborative efforts to develop and deliver daily WFM, quality, productivity metrics, and reports. • Direct the team supervisors to ensure call volume trends are identified and collaborate with team supervisors regarding necessary tactics to target maximum quality and productivity. • Lead systemic process improvement initiatives in collaboration with business leaders to ensure optimal efficiency and effectiveness. • Lead the development of strategy and annual business planning, including budgets, forecasting and staffing. • Identify organizational and industry best practices; develop strategies and effective processes and drive implementation across all teams.

Develop instructor-led training materials for classroom and on the job facilitation Plan, organize and deliver orientation sessions for new hires Conduct instructor-led training sessions for management development Define recommended training and readiness KPI’s and target metrics Conduct Training assessments Collaborate with Operations management to ensure a positive transition for new hires from the classroom to the production floor