Operations Manager

Verified

$8/hr

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Outline

Looking for Full-Time work (8 hours/day) at $8/hour

Bachelor's Degree

English proficiency Fluent

Professional Summary

I have been in the BPO industry for 22 years with 21 1/2 years in the leadership role.

Skills & Experience

Skills

Professional Services > Management Services > Bpo Operations Management 10+ Years

Experience highlights

Operations Manager

TaskUS · January/2023 – Present

I handled 14 supervisors with 178 agents under my wing.
•Online ticketing account (CX, Email, Chat)
•Monitoring CSAT and QA Parameters
•Action Registry focusing on pre-existing issues (CSAT, attendance, attrition)
o Return-to-work interview
o Weekly Agent FGDs
o Daily Goal setting
o Mid-Day gap sessions
o Restructure agent incentives
• Preparation and presentation of Weekly Business Reviews

Operations Manager

Concentrix · June/2022 – Present

• Sales, CX, Customer Retention, Lvl1 Tech Support
• Created an Action Registry to identify focus items, action plans and timelines. Existing issues (Performance, attendance, fraud, etc.) were addressed and it resulted to week over week improvement of the account’s overall performance and agent morale. Part of the action registry list includes:
o Daily Goal setting
o Mid-Day gap sessions
o Restructure agent incentives
• Weekly and Quarterly Business reviews with the client

Operations Manager

Results CX · December/2012 – Present

• Worked on different accounts such as Telco customer service, and two different financial customer service accounts (Seasonal) catering to mostly US based customers
• Trained and developed newly promoted supervisors handling a team of new hires.
o Root Cause Analysis
o 5 Why’s
o Coaching and Agent Development
o Triad sessions
• Implementation of Action Registry with newly promoted supervisors
• Awarded as OM of the Year for 5 years

Sales Supervisor/Trainer/Process Development

Sales Rain BPO · August/2012 – Present

• Start-up BPO company (Virtual Assistant)
• Worked with 3 different clients selling virtual assistance
• Assigned as a Process Improvement POC partnering with OMs from other sales account
• Action Registry
• Agent up-skill for improved QA scores + sales compliance
• Daily Performance Agenda and Weekly Business Reviews
• Deputy Manager for the graveyard shift accounts
• Responsible for creating/improving operational processes for various accounts in the organization

Sales Performance Manager

Sitel PH · July/2011 – Present

• Took on the role of a consultant for all accounts assigned in a specific site
• Worked with the Process Improvement Program Manager developing projects that impacts overall performance
• Sales scripts creation/revision that directly impacts sales performance and AHT
• Executed Daily Goal Setting meetings (team level and agent level)
• Designed Incentive programs
• WBR focused on performance of test subjects

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