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Nicolas
Operations Supervisor
Contato
Competências
Managed and guided customer support teams, ensuring KPI achievement and continuous improvement.
Developed and analyzed reports using Excel and Power BI to monitor and enhance operational efficiency.
Conducted performance evaluations and coaching based on KPIs to drive team productivity.
Facilitated communication in Spanish and English, supporting diverse customer and team interactions.
Supported cloud services operations and utilized internal BPO tools for process efficiency.
Formação acadêmica
Idiomas
Resumo
Results-driven Operations Supervisor with over 5 years in customer service and BPO environments. Skilled in team management, operational reporting, and process optimization. Bilingual in Spanish and English, with a focus on achieving KPIs and enhancing team productivity.
Principais conquistas
- Led teams of 15-17 agents at Teleperformance, consistently meeting quality and productivity KPIs.
- Created operational reports using Excel, Power BI, and internal systems to optimize performance.
- Provided data-driven coaching to improve individual and team performance based on KPIs.
Experiência
Operations Supervisor
Led teams of 15–17 agents, consistently achieving quality and productivity KPIs., Delivered data-driven individual and group coaching based on performance metrics., Created operational reports using Excel, Power BI, and internal systems., Partnered with QA, support, and operations teams to analyze...
Content Moderator
Reviewed social media content according to client guidelines and policies., Met productivity and quality targets measured through KPIs., Used internal platforms for case classification, documentation, and escalation., Maintained high accuracy standards and policy compliance.
Cloud Services Intern
Supported the cloud services team by generating pricing lists., Managed customer contact and commercial support., Assisted clients with software licensing guidance., Contributed to administrative and operational processes.