Jairo - Operations Manager with 10+ years of team leadership and process improvement

Bogotá, Bogota D.C., Colombiaen

Boosted NPS performance from -29 to 47 through coaching and disciplinary strategies.

Led 'New Coaching Structure Feedback' pilot, resulting in new coaching system implementation.

Published on CazVid

Summary

Results-oriented Operations Manager with over 10 years in contact center environments. Skilled in performance management, process improvements, team leadership, and data analysis. Proven track record of enhancing operational metrics and team performance.

Key Achievements

Implemented process improvements and led campaigns, achieving operational efficiency and top performance.

Skills

Performance ManagementExpert

Utilized to enhance team performance, improve NPS scores, and implement effective disciplinary and coaching processes.

Process ImprovementAdvanced

Applied to optimize operational workflows, lead process improvements in underperforming areas, and support campaigns.

Team LeadershipExpert

Led teams, managed disputes, trained top performers, and supported operations as backup manager.

Data AnalysisIntermediate

Used for results presentations, performance tracking, and implementing improvements based on data insights.

Experience

Coach / Supervisor

Foundever SA

july 2022 - november 2025

Boosted NPS performance gradually from -29 to 47., Implemented strong disciplinary processes to handle big outliers that affected team metrics., Led &#x27;New Coaching Structure Feedback&#x27; pilot, which allowed us to implement a new coaching system for tenure agents that might become...

Senior Agent

Sitel SA

March 2021 - October 2021

Completed projects and work assignments despite tight deadlines., Implemented process improvements in areas that were underperforming., Led Phone channel implementation for the campaign in May 2021.