Lizza

Manage overall business operations in the Philippines.. Lead the Client Acquisition Team and Operations Team.. Oversee recruitment, onboarding, training, scheduling, and performance management of remote staff.. Manage payroll processing, invoicing, and administrative functions.. Develop and implement operational procedures to improve productivity and efficiency.. Monitor team performance, quality assurance, and client satisfaction.. Coordinate with company leadership on strategic planning and business growth initiatives.. Maintain strong client relationships through effective communication and support.

Led and supervised teams of 10–12 agents across healthcare, finance, and telecommunications accounts.. Worked with leading BPO organizations including Ibex, Sykes, TDCX, and TeleTech.. Conducted coaching, mentoring, and performance management sessions to improve team results.. Monitored KPIs, productivity, attendance, and service level agreements.. Managed escalated customer concerns and ensured timely resolution.. Prepared operational reports and collaborated with management on continuous improvement initiatives.. Supported workforce planning, scheduling, and daily operations management.