Laura - Channel Operations Manager with 7+ years in Customer Support & Operations

Utilized tools like Power BI, Excel, and CMS Supervisor to analyze team performance and call metrics.

Developed coaching programs and supervised staff to meet operational goals across multiple roles.

Collaborated with product teams and managed budgets to ensure alignment with business objectives.

Ensured high standards of customer support through issue resolution, staff training, and process improvements.

Developed and maintained dashboards and performance reports to monitor and drive results.

Tracked goals and tasks to guarantee the overall success of the channel, Managed and populated performance reports and dashboards for key metrics, Developed and coached team members to ensure they were empowered to drive results, Maintained close collaboration with Product Managers to meet business goals

Directed financial activities, including project budgets, Collaborated with teams and executives on company operations and goals, Forecasted staffing needs, ensuring alignment with contact volume and headcount requirements, Developed mitigation strategies to meet Enterprise Service Levels effectively

Maintained updated knowledge of company products and services across all staff levels, Resolved complaints and improved processes to prevent future issues, Drove efforts to achieve sales/retention targets and formulated plans for growth, Communicated progress of initiatives to stakeholders and forecasted key account metrics

Analyzed team and individual statistics, preparing reports and devising incentive programs, Supervised administrative processes and provided real-time monitoring through tools like Avaya CMS Supervisor, Generated staffing schedules and call volume forecasts, ensuring efficient resource allocation

Analyzed team and individual statistics, preparing reports and implementing improvement programs, Investigated and solved customer issues, ensuring a high standard of service, Trained staff to consistently deliver exceptional customer experiences