Scott Roskilly leads the reporting and analytics team at the National Cancer Information Center at the American Cancer Society, Inc. In addition, his team supports escalation support for staff and constituents, quality assurance, and virtual mentoring and new hire training for a 100% virtual, 400+ seat contact center with staff across the U.S. He holds an MS in Social Work and a BS in Biological Sciences. Scott resides in Austin, TX.
Scott is a seasoned operations leader with over 12 years of experience in Analytics and Reporting. He has overseen many of the operational aspects of the contact center transition from a 100% brick and mortar contact center to a 100% work from home model over the last 10 years. He has 17 years’ experience in the contact center environment and 10 years of management experience leading teams and operational strategy at NCIC. During his IDG session, Scott will co-facilitate a discussion with his peer Stephanie Martinez around the challenges, lessons learned, and best practices in moving to a 100% work from home environment.