Mary McRae-Zimmer: Call Center Supervisor in West Jordan, UT

Expertly manage 15 agents in the MD Navigate Salt Lake City Call Center. . Charged with the creation of reports for tracking productivity and attendance for call center employees. Maintain all time records for payroll processing. Hire/Termination Decisions. Coaching and mentoring of Agents.

Expertly manage in the areas of Database administrator for eWFM, Forecasting for 300+ agents, and Real time analytics of call center agents. Generate and administer all schedules for Fraud and Fraud Detections and shift bid processing. Charged with the creation of vacation calendars and attendance trackers for all call center employees. Shift Bid Processes WFM Documentation and Development

Managed multiple accounts in a BPO call center.

All aspects of call center operations.? Expertly manage a staff of 60+ employees in the areas of Call Center administration. Forecasting for 60+ agents, and Real time analytics of call center agents. Work directly with Executives to create a first class call center? Develop KPI’s for call center and staff Implement IVR and reorganize current staff? Implement QA program for consistency and accuracy Utilized extensive knowledge of HR employment laws for California, Utah and Indiana. Create policy and procedures Maintain all time records for payroll processing. Hire/Termination Decisions. Coaching and mentoring of supervisors and staff.

Expertly manage a staff of 60+ employees in the areas of Call Center administration. Forecasting for 60+ agents, and Real time analytics of call center agents. Generate and administer all schedules for Distributor Support. Utilized extensive knowledge of HR employment laws for California, Utah and Indiana. Charged with the creation of vacation calendars and attendance trackers for all call center employees. Maintain all time records for payroll processing. Hire/Termination Decisions. Coaching and mentoring of Supervisors and Staff

Expertly manage a staff of six employees in the areas of Database administrator for IEX Totalview, Forecasting for 300+ agents, and Real time analytics of call center agents. Generate and administer all schedules for sales, customer service and financial services, and shift bid processing every six months. Utilized extensive knowledge of FMLA and employment laws for California and Indiana. Charged with the creation of vacation calendars and attendance trackers for all call center employees. Maintain all time records for payroll processing.

Call Center Workforce Planning and Analysis

Served as the Database Administrator for IEX Totalview, provided forecasting for call center, real time analysis of call center agents, and schedule creation for call center. Applied FMLA and employment laws for California / Indiana. Provided vacation management while maintaining call center service levels, and created ad-hoc reports as requested for center management. Developed general procedures, guidelines, and protocols for the development of effective forecasting, scheduling, and trend analysis for department.

Database Administrator for Blue Pumpkin charged with the forecasting for call center, real time analysis of call center agents, schedule creation for call center, FMLA and employment laws for CA, IN, vacation management, maintain call center service levels, and create ad-hoc reports as requested for center management. Provided recommendations to improve overall company performance and business optimization initiatives of its employee assets and continuously seek to improve work processes.

Acted as the Database Administrator for IEX Totalview, reporting to National Call Center Operations providing real time adherence for agents, attrition, and weekly / monthly reporting to Operations Director.

Answered customer calls, solved customer service issues, settled payment arrangements, and collected payments.

Prepared journal entries, accounts payable and receivable, credit management, payroll, general ledger, insurance and bank reconciliation.

Scheduled occupational health appointments, took customer service calls, depositions, provided ICD 9 coding and processing of fee tickets.