Tracy Alberts

Experience

• 

  UScellular

  Jul 2007 - now

  Leading a high-performing team of four Talent Operations Coordinators (TOCs) accountable for adhering to strict government laws regarding I9 verification and immigration employment. Ensuring completion and reporting of Environmental, Social, and Governance (ESG) courses in the Learning Management System (LMS) to over (5,000) employees. Responsible for nine Workforce Coordinators to execute on scheduling, reporting, and adhering to a (70%) service level and answering calls within (180) seconds. At the same time implementing a new workforce system to achieve maximum efficiency within the care center environment. Maximize channel & BPO performance while strategically partnering with Channel Leaders to effectively plan and execute operational goals through data analysis, collaboration, customer engagement insights, and recommendations to exceed operational goals within a Multichannel environment. B2B Manager with over ten years of experience in effective leadership coupled with operational effectiveness, business process improvement, and motivating teams to excel within the wireless industry. Possessing specific expertise in leadership by managing leaders and building strong team culture. A top performer recognized for achieving superior results in the areas of quality, culture, associate development, and operational performance.

  • Manager Talent and Learning Shared Services

    Sept 2021 - now

  • Workforce Planning Manager

    Feb 2021 - Sept 2021

  • Multi-Channel Performance Management Consultant

    Nov 2015 - Feb 2021

  • Customer Care Center Manager

    Jul 2007 - Nov 2015