The Art Institutes

Assistant Sales Manager at Nordstrom

Workforce, Quality Assurance and Helpdesk management.
Workforce: 
- Oversee the Contact Center's scheduling for 100+ agents
- Optimize staffing levels, improve productivity, and maintain cost-efficiency
- Collaborate with all credit unions business units, including operations, human resources, and finance to ensure seamless integration of workforce management and quality initiatives.
- Monitor key performance indicators (KPIs) to identify trends, areas of improvement, and opportunities for innovation.
- Manage real-time scheduling adjustments to accommodate fluctuations in demand and employee availability.
- Utilize workforce management software and other relevant tools to analyze data, generate reports, and support decision-making processes.
- Partner with telephony (CMS) and CRM (Teleopti) Product Owners to provide operational and technology insights that help drive business improvements.

Quality Assurance:
- Implement and manage quality assurance programs to enhance service quality.
- Provide coaching and guidance to team members, fostering a culture of continuous learning and development.
- Collaborate with business leads to align on customer service quality standards and definition documentation; establish and facilitate routines to calibrate quality reviews.

D'Aja Tweedie