Performance Monitoring Manager / Senior Operstions 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

As a Performance Monitoring Manager at SupportZebra since January 2023, I focus on leveraging analytical and operational excellence skills to optimize team performance, enhance operational processes, and ensure exceptional service delivery. My role emphasizes building a productive team environment and aligning performance strategies with organizational goals.

With over 15 years of experience in operations management. have honed expertise in people management, performance monitoring, and process optimization. My work is driven by a commitment to fostering collaboration, improving quality standards, and supporting business success through strategic initiatives and effective management practices.

Skills & Experience

Skills

Experience highlights

Performance Monitoring Manager

SupportZebra · January/2023 – Present

• Led both Performance Monitoring and Training functions, ensuring alignment between quality, productivity, and employee development across multiple client accounts.
• Collaborated closely with Operations Leaders and Stakeholders to identify opportunities for process improvement and establish strategies that enhanced overall team performance and client satisfaction.
• Headed the CORE Group Team during critical performance periods, conducting root cause analyses and coordinating corrective action

Senior Operations Manager/Operations Manager

Teleperformance Philippines · May/2017 – Present

• Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
• Establish a high standard for productivity, quality, customer service as well as define user guidelines.
• Develop company systems for customer interaction and voice response and control the implementation process.
• Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
• Aid human resources depart

Call Center Manager/Operations Manager

Salmat Philippines · October/2016 – Present

Oversaw day-to-day operations to achieve performance and compliance targets.
Conducted RCA and executed corrective action plans to close performance gaps.
Promoted internal talent to strengthen the leadership pipeline and team capability.

Account Manager/Client Services Manager

Teleperformance Philippines · July/2014 – Present

Managed client relationships and drove operational success through consistent performance delivery.
Secured new business lines (Chat and Back Office Support) by achieving service excellence.
Led cross-functional collaboration to align operations with client goals and satisfaction metrics.

Senior Operations Manager

Alorica Philippines · October/2013 – Present

1. Produce management and account performance reports to an agreed schedule or upon request
2. Implement and facilitate workshops and training courses
3. Attend client service review meetings covering performance, service improvements, quality and
processes

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