Outsource-Harley Investments Case Summary

While supporting Firstsource - Louisville Jeff developed a series of workshops, such as, the Deliver the Promise Workshop Series and Close and the Tier 1 Troubleshooting Rep Guidance refresher to assist the partner improve their results. Additionally, in order to assess and improve attendee retention of key information from those workshops and other designated trainings, Jeff implemented “Knowledge Checks”. As a result of those actions and other initiatives implemented by his team, Louisville was able to maintain a consistent level of performance.

However, despite the best efforts of Jeff and his team, VZW decided to exit Firstsource- Louisville and Jeff was assigned the challenging task of managing the site as it exited the Verizon SPC portfolio. During that process Jeff had to deal with changes in the partner’s leadership at the site level, deterioration of the partner’s overall leadership hierarchy, and declining supervisor and agent morale. Despite those exigent circumstances, Jeff remained positive, cared for the morale and well being of his team, assisted the partner maintain an acceptable level of performance, and adeptly coordinated with Firstsource and SPC Ops to execute the closure of the site.
As a result, Jeff has been able to maintain the positive performance trajectory of the site and assist his new team members with their career development. Moreover, Jeff is in the process of establishing a strong partnership with Alorica’s on site training team in Clovis and was able to leverage that partnership to assist in the training of the TRG workshop Jeff developed across all Alorica