Jim Lovvorn brings more than 25 years of contact center operations management experience to the organization. He has proven accomplishments in the area of customer services, sales/marketing, training/personnel, communications and financial results. He has a successful track record in the development and implementation of start-up operations, new initiative launches and pilot programs. Jim has managed large scale work forces in multiple locations including responsibilities for outsource vendor performance.
Jim’s key competencies include the management of all aspects within a contact center for inbound, outbound, eChat and back office processes.
Key Competencies
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- Contact Center Operations Management
- Contact Center Organizational Design
- Contact Center Staffing and Workforce Planning
- Contact Center Outsource Management
- Performance Management
- Strategic Planning
- Change Management
- Analytics and Reporting
- Disaster Recovery Planning (DRP)
- Quality/Sales Performance Initiatives
- Consolidation and Reorganization Implementation
- Call Center Design
- Team Development
- Employee Communication
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Some noteworthy positions Jim has held include Director of Call Center Planning and Development, Director of Customer Services, Director of Business Data Support, and Director of Business End User Care for ATT Mobility. For Sheraton Hotels, Jim was the Director of Human Resources Training Development and Director of Reservations. For Eastern Airlines, Jim was a General Manager in Austin, Texas as well as a Regional Training Manager.
Mr. Lovvorn is a graduate of Texas Christian University where he obtained his bachelor degree in Fine Arts and received his MIM degree from the Thunderbird School of Global Management. He and his contact center was the recipient of the JD Powers Award for Customer Service. Jim is Six Sigma certified with White, Yellow and Orange Belts.