Kirk Williams

Oversaw staffing, management, development, training, and evaluation of all telephone survey operations staff, ensuring adherence to NORC policies across multiple sites. Managed budget expenditures, designed and delivered training, and fostered collaborative relationships between project directors and telephone center teams. Created and executed TCPA-compliant texting processes and streamlined know

Provided oversight of 150 agents across multiple U.S. call centers, enhancing revenue cycle management and client satisfaction. Implemented NPS and satisfaction scoring, developed and led a comprehensive QA program, and facilitated ongoing training and coaching sessions. Led workforce/productivity management, oversaw call quality management, and coordinated cross-functional resources to meet clien

Oversaw all administrative duties of inbound and outbound call centers, including A/R collections, payroll, and scheduling and permitting teams. Formulated policies and procedures to enable quality customer service experience, resulting in 12% improvement of quality results. Integrated enterprise-class technologies into the firm with a six-month return on investment by replacing current phone and

Provided direct management of all organizational communication channels, including inbound and outbound call centers, contracted outsourcing partners, and digital platforms. Researched and resolved issues, planned and implemented action plans, and coordinated process improvement and quality assurance programs to streamline call center operations. Established KPIs, SLAs, and performance metrics for

Regulated business operational support for inbound and outbound call center and back-office services team, assisting staff in achieving individual performance objectives and department KPIs. Improved call center operations by reviewing system performance, analyzing and solving issues, and promoting process improvement and quality assurance programs. Incorporated enterprise-class technologies with

Led 120 employees from two different sites, including five customer service sector leaders and two business analysts, managing call center and military credit-card-account related functions. Verified accuracy of account setups by analyzing daily and weekly quality control reports, assuring continuity of positive outcomes from employee and customer satisfaction. Determined effective problem resolut

The provided text does not contain specific educational history details for Kirk Williams. It primarily focuses on his professional experience and skills.