Vice President of Call Center Operations with extensive experience overseeing the daily operations of a 320-seat contact center for a Fortune 500 mortgage lender with a strong focus on total call volume, call responsiveness, team member attendance, average talk time, available time, and abandonment rate. Demonstrated ability to drive operational efficiency through the optimization and automation of technology, people, and processes. Dedicated leader with excellent communication skills and a proven track record of success in developing and implementing strategic plans to improve, monitor, and measure performance of call center teams.