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Joan
Operation Manager
Contacto
Competencias
Led and developed teams across various roles including supervisors, agents, and support staff.
Streamlined operational processes to improve efficiency, reduce costs, and meet KPIs.
Managed relationships with clients through regular meetings, reports, and strategic planning.
Conducted quality checks, monitored KPIs, and provided coaching to enhance team performance.
Utilized Outlook and Excel (including macros, pivot tables, data visualization) for reporting and analysis.
Educación
Idiomas
Resumen
Dynamic operations professional skilled in team development, process optimization, and client relationship management, with extensive experience in BPO and telecom sectors.
Logros Clave
- Managed client portfolios across multiple verticals, optimizing processes to enhance efficiency and reduce costs.
- Developed high-performance teams and implemented strategic decision-making processes.
- Led quality monitoring and coaching initiatives to maintain high standards and drive continuous improvement.
Experiencia
Operation Manager
Managing clients across multiple verticals, Optimization of processes to improve efficiency and reduce costs, Projections, forecast and SLA, QA KPI’s, ABS, Attrition, Client Management, MBR, QBR, Development of high performance teams, and strategic thinking for decision-making, Budget management,...
Senior Operation Supervisor
Development of the group of assigned supervisors, Weekly triad, and feedback sessions with the leaders, Hand by hand work for developing actions plans with the different support areas from the campaign, QA, WFM, HR, Training TA, Weekly and monthly business reviews, Developing, executing action...
Operation Manager
Conduct quality monitoring to maintain high standards of moderation, Present weekly trends, improvements, and PIP agents to the client during WBR sessions, Follow up daily and provide coaching based on our KPIs, focusing on productivity, QA, and escalations, Hold daily meetings with the client...
Operation Coordinator
Operation Coach
Offer daily coaching sessions to my agents, Monitor quality consistently, Recognize behaviors and tackle them by creating actionable plans, Conduct daily follow-ups and coaching aligned with our KPIs, Hold daily meetings with the client (PayPal) to discuss results and action plans, Manage daily...
Team Manager
Oversee the management of KPIs, Foster the development of emotional intelligence, Create operational strategies to achieve goals established by partners, Manage personnel effectively, Review daily metrics, Provide daily coaching based on KPIs
Sales Team Leader AT&T
Create sales strategies targeted at all agents involved in the campaign to boost revenue for the company, Conduct regular audits of campaign sales to evaluate performance, Present results to the General Manager (Senior Operations Manager) based on the audit findings, Monitor KPIs (Key Performance...