Alcides - Customer Service & Call Center Supervisor with 5+ years in BPO industry

Barranquilla, Atlántico, ColombiaRemoteen

Supervised daily call center operations, leading a team of over 40 agents and ensuring KPI achievement.

Developed operational reports and delivered performance reviews to management for process improvement.

Published on CazVidOpen to remote

Summary

Dedicated professional skilled in team leadership, customer support, and operational optimization within the BPO industry. Proven ability to oversee large teams, ensure KPI achievement, and improve service quality through effective resource management and performance reviews.

Key Achievements

Managed resource allocation, staff scheduling, and handled customer inquiries on service orders and fraud prevention.

Skills

Customer SupportExpert

Provided high-quality support via phone and chat, resolving customer inquiries efficiently.

Team SupervisionAdvanced

Led and managed a large team of agents, motivating performance and overseeing operations.

Performance ManagementIntermediate

Developed reports and reviewed team performance to meet operational goals.

Operational & Resource PlanningIntermediate

Handled resource allocation, staff scheduling, and operational management tasks.

Digital SkillsAdvanced

Utilized digital tools to manage customer relationships, scheduling, and reporting.

Languages

Spanish(C2)English(B2)

Experience

Customer Service Agent

Previsalud Gruop

June 2019 - April 2022

Delivered high-quality customer support through phone and chat., Scheduled appointments and handled customer service requests.

Call Center Supervisor (Spanish)

Previsalud Gruop

April 2022 - Febrero 2024

Supervised daily operations of the call center (inbound/outbound calls and chat), Led a team of over 40 agents ensuring achievement of performance KPIs., Developed operational reports and presented performance reviews to management., Managed resource allocation and created staff schedules., Manage...