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Jorge
Operations Manager with 8+ years of experience in BPO and finance
Contacto
Competencias
Directed daily operations, strategic planning, and process improvements within call center and banking environments.
Supervised, trained, and developed teams of agents, supervisors, and managers across different countries.
Prepared financial reports, revenue projections, KPI dashboards, and utilized data analysis for decision-making.
Designed training modules, conducted agent coaching, and facilitated new campaign launches to ensure operational excellence.
Led client meetings, business reviews and maintained relationships to ensure client satisfaction and operational alignment.
Educacion
Idiomas
Resumen
Dedicated operations leader with over 8 years managing contact center and financial services teams, optimizing processes, and delivering high-quality customer service.
Logros Clave
- Led day-to-day operations across multiple countries, meeting or exceeding KPIs such as NPS, CSAT, and Cancellation Rate.
- Managed teams from 158 to 347 employees, overseeing recruitment, training, and performance improvement initiatives.
- Directed process optimization, cost reduction, and productivity enhancement projects while maintaining service quality standards.
Experiencia
Operations Manager
Lead the day-to-day operations of the three accounts, ensuring that service levels, KPIs (including Cancellation Rate, NPS, and CSAT), and client expectations were consistently met or exceeded., Managed teams across Panama, Jamaica, Puerto Rico, Mexico (Puebla), and Florida ensuring alignment with...
Jr Operations Manager
Managed the account with a headcount of 158 and currently growing up to 347., Managed Predictions and Revenue reports., Handled WBRs with the client and the sale metrics., Implementing processes and work structure to improve Team Supervisor coaching and performance.
Operations Supervisor
Lead, supervise, evaluate, and develop sale associates and enhance their performance., Complete daily reports - analyze data to identify trends and behaviors to ensure maximum responsiveness to our metrics., Created sales training modules for Supervisors and Agents; and enhance metric trackers and...
Operation Supervisor AC, Retention, Senior Sales
Responsible for personal banking management, Credit Card Retention and Sales, Mortgages, Auto loans and Personal Insurances., Created the report for data/sales tracking and KPIs dashboards for the Contact Center., In charge on the Covid project for all products catalogs, during this time we work...
Coach/Learning Specialist
Deliver training and coaching agents until they hit the operations and support the Operations as a Coach (Supervisor) for over 6 months., Assigned to the Launch of 2 new campaigns: one in Bogota, Colombia, where I had to train Staff members (Trainers and Supervisors) and 3 waves of agents, as well...
Training and Quality Manager
Oversaw the quality and trainings of my program, which has 5 different lines of businesses., Handled QBR, weekly calls and made the presentations., Organized the activities of the project., Created and organized refresher trainings for OPS., Data analytics and created training modules., Lead client...