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Juan
Operations Manager with 7+ years in BPO and logistics
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Competencies
Supervised and coached call center associates to achieve KPIs and performance metrics.
Analyzed operational reports and KPI performance to support management decisions.
Created and maximized relationships with client partners to enhance service delivery.
Performed data analysis and tracking towards KPIs to improve operational efficiency.
Proficient in MS Office 365 and SQL Server for reporting and data management.
Education
Languages
Summary
Experienced Operations Manager with expertise in team leadership, client relations, and performance analysis within the BPO and logistics industries.
Key Achievements
- Analyzed and maintained client service level agreements, implementing improvement plans.
- Maximized revenue through data collection, forecasting, and budgeting in financial projects.
- Led and developed teams, managing performance and establishing relationships with client partners.
Experience
Operations Manager I
Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed, Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.), Selecting, training, developing, and...
Specialist, Operation Support
Analysis and follow up on main KPI performance and Leadership Academy tactics implementation., Provide support to Team Leaders in the creation and implementation of action plans based on Leadership Academy guidelines., Provide weekly feedback to Team Leaders by conducting DFM sessions., Provide...
Team Leader, Operations
Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements., Effectively coach direct reports on their performance on a regular basis to ensure performance metrics...
Representative, Operations Support
Provide support to staff by assisting with daily tasks and answering questions, Research and provide articles related to business to keep staff informed, Handle escalations from customers or other departments as needed, Provide coverage for the Team Manager when necessary, including completing...