Elia - Operations Manager con experiencia en gestión y optimización de procesos

Supervisó y coordinó supervisores y agentes, asegurando cumplimiento de métricas.

Evalúo llamadas para asegurar la calidad y brindar retroalimentación a los agentes.

Respondió a miembros con inquietudes y resolvió problemas a largo plazo.

Condujo reuniones con clientes y presentó informes semanales de desempeño.

Managing supervisors and ensuring they meet their metrics, Conducting meetings with clients and presenting weekly reviews, Developing action plans to improve QA scores and conversion rates, Coordinating with training departments for new hires, Reviewing and approving invoices for hours worked

Supervising agents and managing performance metrics, Coaching and supporting agents during onboarding and training, Conducting regular meetings with agents to discuss performance

Evaluating calls for quality assurance across multiple lines of business, Training agents and hosting calibration calls

Assisting members who had concerns beyond CSR capacity, Offering long-term resolutions to issues