Craig Marney

Seasoned Contact Center Operations Manager and talented leader with 9 years of experience in different levels of management applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

I am an Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams. Knowledgeable Contact Center Manager with proven track record in managing operations for large centers. Successfully streamlined processes and improved efficiency, leading to enhanced customer satisfaction. Demonstrated leadership and problem-solving skills to drive team performance and adapt to dynamic environments.

• Analyze and maintain all service level agreements; implement improvement plans as needed.
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organizations policies and applicable legal requirements.
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).
• Conduct scheduled reviews with the client on performance delivery and mitigate the consequences of any service level or KPI failures by means of remedial measures within timelines agreed by the client.
• Create and maximize the relationship with the client.
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer ongoing developmental coaching.
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
• Participate in cross-functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. The client to define action plans that resolve issues and drive continuous improvement.
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and client and adjust to meet changing requirements.
• Attend business reviews with the client.
• Effectively manage a team of team leaders for delivery of service to clients on my site, ensuring all key performance indicators are met.
• Lead, develop, motivate, manage, and organize a few teams across the client accounts ensuring we are consistently meeting clients expectations through regular and effective dialogue.
• Translate the collective needs of the client ensuring this is achieved through operational delivery.
• Co-ordinate the quarterly review/annual review processes in partnership with the strategic HR business partner ensuring all reviews are professionally conducted with the appropriate outcomes.

• Pro-active, self-confident and a self-starter
• Excellent communication skills
• Good administrative and organizational skills
• Client centric with excellent written and verbal communication skills
• Work effectively in a team - team player
• Able to work independently and achieve expected results and more under pressure
• Trustworthy, hardworking, dedicated, flexible, practical and easy adaptable to different situations
• Eager to learn new skills, good listener and good with people