Operations & Team LeadershipSupervised operational teams to ensure high performance, adherence to procedures, and optimal staffing levels to meet client objectives.
Monitored team productivity, call volume reports, and resource availability to ensure efficient workforce management.
Reviewed operational reports and recommended strategies to improve efficiency and productivity.
Ensured consistent implementation of company policies, procedures, and service standards.
Monitored employee attrition, reviewed exit interviews, and implemented retention strategies.
Led employee performance appraisals, coaching, and career development to maintain high-quality staff.
Quality Assurance & ComplianceSupervised customer service quality, ensuring adherence to company policies and exceeding client expectations.
Developed procedures for live and recorded call evaluations, ensuring consistent service quality across locations.
Conducted call quality audits, analyzed trends, and implemented improvements to enhance customer experience.
Provided feedback and recommendations to management on quality training and process enhancements.
Training & DevelopmentConducted floor training for new hires, ensuring a seamless transition from classroom to live operations.
Assessed trainees' proficiency in navigating systems and provided additional coaching as needed.
Designed and executed training checklists to reinforce learning and determine employee readiness.
Problem Resolution & Customer ServiceManaged escalated issues, ensuring prompt resolution and high customer satisfaction.
Identified recurring issues, provided analytical insights, and implemented process improvements.
Ensured thorough and accurate documentation of customer interactions and resolutions.
Project Management & Change ManagementLed Business Process Services (BPS) mobilization projects, ensuring smooth client transitions and governance.
Developed and managed detailed project plans, tracking budget, performance, and milestones.
Managed change initiatives, ensuring 100% compliance with KPIs and process efficiency.
Identified risks, conducted audits, and improved productivity rates by up to 90%.
Workflow & Localization ManagementManaged workflow processes, optimizing staffing and project execution.
Supervised localization teams, ensuring quality translations and production efficiency.
Developed relationships with clients, contributing to business strategy and reducing attrition rates by 90%.
Virtual Assistance & Administrative SupportPlanned and coordinated office activities, logistics, and meetings.
Managed calendars, created presentations, and organized data for decision-making.
Handled social media management, documentation, and research for business insights.
