Irvin - Operations Manager with 10+ years in Business Services and Call Centers

Guatemala City, Guatemala, Guatemalaen

Led high-volume call center operations, maintaining 99% SLA compliance and CSAT scores between 92%-95%.

Directed, coached, and managed 150+ agents across multiple workflows to enhance performance and retention.

Publicado en CazVid

Resumen

Dedicated operations leader with extensive experience managing high-volume call centers, optimizing KPIs, and leading large teams to deliver exceptional customer service with high SLA compliance and customer satisfaction scores.

Logros Clave

Reduced attrition from 15% to 3% through targeted coaching, engagement, and performance strategies.

Habilidades

Call Center OperationsAdvanced

Managed daily operations of large-scale call centers, ensuring efficiency, consistency, and service quality.

Performance Metrics AnalysisAdvanced

Tracked, analyzed, and optimized KPIs to meet targets and improve operational performance.

Team Leadership & CoachingExpert

Led, trained, and motivated over 150 agents to achieve performance and customer satisfaction goals.

Customer Service ManagementAdvanced

Ensured high customer satisfaction through quality management and strategic service delivery.

Data & Business ReportingIntermediate

Utilized Power BI and reporting tools to visualize data and support decision-making.

Idiomas

English(Fluent)Spanish(Fluent)Italian(Basic)

Experiencia

Operations / Service Delivery Manager

Conduent Business Services

April 2012 - February 2026

Led high-volume call center operations, driving measurable improvements in performance, service levels, and retention., Directed daily call center operations to maximize efficiency, consistency, and service delivery., Led, coached, and held accountable 150+ sales and service agents across multiple...