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Jose
Team Leader Operations at Concentrix Global Services
Contacto
Competencias
Proven ability to lead, motivate, and develop support teams to achieve high performance and KPI targets.
Extensive experience providing technical and customer support across multiple channels for US clients.
Skilled in analyzing performance metrics and generating reports using Excel and CRM tools to inform decisions.
Experienced in overseeing daily operations, ensuring compliance, and optimizing workflows in high-volume environments.
Supervised vault operations with accuracy, implementing secure procedures and monitoring financial transactions.
Educacion
Idiomas
Resumen
Results-driven professional with over 12 years in customer support and operations management, demonstrating leadership, technical expertise, and process optimization to enhance team performance and customer satisfaction.
Logros Clave
- Led a team of 12-15 agents, consistently achieving 95% KPI attainment across CSAT, QA, and AHT metrics.
- Implemented targeted coaching strategies to improve team performance and customer satisfaction.
- Successfully managed daily operations, ensuring seamless support delivery via multiple channels.
- Promoted from Support Agent to Team Leader within three years, demonstrating strong leadership and technical skills.
- Supervised vault operations with precision, ensuring compliance and accurate financial reporting.
Experiencia
Team Leader Operations
Managed daily operations and coached a team of 12–15 support agents across phone, email, and chat; maintained 95% attainment of all KPIs.. Monitored KPIs (CSAT, QA, AHT) and implemented target coaching that reduced AHT of new recruits by ~30% in 30 days.. Generated reporting and presented results to client in a monthly cadence with recommendations and updates on previous processes.. Led ramp-down of local operation and full ramp-up of the program in another country: recruited, onboarded, and trained eight staff in 7 weeks, achieving time-to-productivity of fifteen business days.
Support Agent (Promoted to Team Lead)
Delivered technical and customer support for U.S. clients via phone, chat, and email.. Resolved complex issues efficiently, maintaining high customer satisfaction scores.. Documented cases and escalated technical problems to specialized teams.. Support leadership with reporting and data analysis.. Maintained 100% KPI performance consistently.
Vault Supervisor
Oversaw vault operations with accuracy and compliance, digital records and reporting to management.. Implemented secure handling procedures and monitored financial transactions.. Coordinated with management to ensure operational efficiency.