Jorge

Operations Supervisor with 15 years of customer service and team management

Video resume

Operations Supervisor

Oversee the day-to-day operations of the call center team, including scheduling, performance management, and coaching.nnMonitor and evaluate calls to ensure quality standards are met, providing feedback and coaching as necessary.nnCoordinate and deliver training sessions for new hires and ongoing training for existing team members.nnTrack key performance indicators (KPIs) such as call volume, average handling time, and first call resolution

Contact

Mexico City, Mexico City, Mexico

Open to remote

Available on CazVid

Contact via CazVid

Competencies

Call Center OperationsAdvanced

Managed daily call center activities, ensuring operational efficiency and service quality.

Performance ManagementAdvanced

Tracked KPIs such as call volume, handling time, and resolution rates to optimize team performance.

Training & DevelopmentIntermediate

Developed and facilitated training sessions for new and existing employees to enhance skills.

Customer Service & Dispute ResolutionIntermediate

Handled customer complaints and disputes across various domains, ensuring customer satisfaction.

Summary

Experienced Operations Supervisor with 15 years in customer service, dispute resolution, and team leadership. Proven ability to oversee call center functions, develop training programs, and maintain quality standards across diverse industries.

Key Achievements

Supervised daily call center operations, including scheduling, performance management, and coaching
Designed and delivered training programs for new hires and ongoing team development
Monitored and evaluated call quality, providing targeted feedback to meet standards

Skills

Call Center OperationsPerformance ManagementTraining & DevelopmentCustomer Service & Dispute Resolution

Published on CazVid - Jul 3, 2025

Contact Jorge