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ASTRID
Collections & Sales Call Center Manager
Contacto
Competencias
Demonstrated experience with Calendar & Schedule Management.
Demonstrated experience with Email & Inbox Management.
Demonstrated experience with Data Entry & CRM Management.
Demonstrated experience with Administrative & Operations Support.
Demonstrated experience with Bilingual Communication (EN/ES).
Educación
Idiomas
Resumen
Collections & Sales Call Center Manager open to new opportunities
Experiencia
Collections & Sales Call Center Manager
Led daily operations of a collections and sales call center for a leading financial institution, ensuring alignment with performance metrics and organizational goals.. Coached and managed a multidisciplinary team, resolving conflicts and driving performance to consistently exceed KPIs.. Designed and implemented process improvements that increased efficiency, customer satisfaction, and team productivity.. Prepared operational reports and presentations using Microsoft Excel, Word, and PowerPoint.. Managed workforce planning, scheduling, and resource allocation to meet evolving business demands.
Assistant Contact Center Manager
Supported senior leadership in managing a large-scale contact center for international clients, overseeing team performance and operational quality.. Directed daily operations including workload planning, production analysis, and coordination of action plans for a bilingual (EN/ES) team.. Managed and reallocated resources based on evolving client needs, ensuring consistent SLA compliance.. Conducted call record verification for quality control, improving compliance and customer satisfaction scores.. Resolved escalations and improved operational workflows through strong problem-solving and communication skills.. Collaborated with international client stakeholders to align team goals with global business expectations.
LEAP Champion (Leadership Development Program)
Delivered specialized training programs using targeted development tactics and supervisor audits.. Applied structured methodology to help teams consistently achieve client-required metrics.. Created and maintained audit methodology documentation and development reports.
Supervisor
Managed continuous improvement metrics for assigned agent groups, developing performance criteria and action plans.. Handled administrative functions including performance analysis, payroll processing, and monthly organizational reporting.
Quality Assurance Agent
Monitored and evaluated call quality to ensure compliance with client standards and service excellence.
Customer Service Representative
Delivered high-quality customer service for international clients in an English-language environment.