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.