Management & Human Resources Major - Junior Standing

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Manager, Customer Care Operations

A goal-oriented, highly motivated Customer Service/Operations Professional with strong leadership and organizational skills, and 15+ years experience in the financial services industry (Customer Service, Call Center Operations, and Research & Fulfillment Functions).  Includes a diverse background in Operations, Business Support/Administrative Support/Human Resources/Personnel/Payroll, Management, WFM, QA, Business Continuity/Risk/Audit & Compliance, Process Design/Analysis (Six Sigma training) & Change Management, Hoshin Goals & Incentive Strategies (Productivity, Sales, Associate & Customer Satisfaction Metrics), Training (Facilitation & Training Development), Project Management, Reporting and Security Point of Control.  Excellent oral & written communication skills, detail-oriented, self-starter that works well both independently & as part of a team,  fast learner & quickly adapts to change, and ability to multi-task.  In-depth PC knowledge including Microsoft Windows, Word, Excel, Access, PowerPoint, Outlook, and Internet.

Manage a team of 6-10 Customer Care Supervisors and their assigned teams (200+ indirect reports).  Responsible for day-to-day operations management and long term strategic planning. Drive teams to perform with high levels of employee engagement and developing supervisors for further leadership roles.  Lead planning & staffing initiatives to ensure service quality standards including timeliness, accuracy & responsiveness.  Design and implement process improvement activities, create meaningful scorecards, conduct performance reviews, and foster continuous learning & development opportunities.  Responsible for the whole agent life cycle process including recruiting, onboarding, performance management, recommending promotions and terminations.  Coach and mentor less experienced managers and other support staff.  Assist in enhancing department vision and strategies that support Company goals.  Ensure alignment on priorities and team direction by partnering cross-functionally to identify, pe

Responsible for providing team leadership to a client-focused team committed to increasing quality and productivity. Provides direction on activities and behaviors (competencies) in accordance with functional and divisional goals. Reports to organization management on team accomplishments, achievements, and productivity using experience in group processes and dynamics. Motivates team members and facilitates team meetings. Cultivates and reinforces appropriate group values, competencies and objectives. Identifies and analyzes problems, plans tasks, and solutions. Provides guidance to team on development, performance, and productivity issues. Represents the team, presenting team suggestions and recommendations on processes and procedures in accordance with organization cost, quality, and productivity goals. Effectively communicates with senior leadership as needed.

Team Leader

Serve as Senior Leader of Call Center Operations by planning and implementing call center strategies & operations, improving systems and processes, and managing the entire Call Center Operations for the company.  Responsible for managing multiple call center teams in India, the Philippines & USA, along with managing the Call Center Support Team consisting of Process Managers and Quality Analysts.  Meet & exceed performance objectives by estimating requirements, preparing resources, planning, collecting and analyzing call data.  Develop training materials and call workflow guidelines.  Hire, train, and manage the call center supervisors and call center agents staff.  Develop quality measurements, evaluations, and lead call center calibration sessions.  Supervise day-to-day processes and ensure all calls are completed.  Evaluate call center metrics, formulate action plans where necessary in order to achieve and maintain call response goals.  Monitor all client issues/errors and quickly i

Call Center Manager of On-Shore & Off-Shore Call Center Operations

Jobs held while at Bank of America:
Assistant Vice President; Home Services Specialist II
Assistant Vice President; Business Support Lead II
Assistant Vice President; Operations Project Analyst
Customer Service Team Manager 
Senior Customer Service Representative/ Escalation Team 
Lead Operations Representative
Process Analyst
Customer Service Representative

Assistant Vice President; Home Services Specialist II

Find out detailed information about Eric Songco, Manager, Customer Care Operations in Anaheim, CA

Eric Songco: Manager, Customer Care Operations in Anaheim, CA

Eric Songco

Nordstrom

ADP

RecordFlow

Bank of America

California State Polytechnic University, Pomona