Work Experience:
Operations Supervisor
Telus International Philippines, Philippines
Apr 2006 - Sep 2017
? Organize and plan the daily activities of the agents.
? Oversees and directs all day activities of the agents.
? Carries out supervision, coaching, call monitoring, reviewing and disciplining of all agents.
? Ensure that all the tea-----------mbers obtain the appropriate training and support to best apply their
knowledge and skills on the job.
? Monitor agent?s attendance, scheduled shifts and breaks as necessary.
? Helps develop schedules to ensure adequate staffing levels.
? Attends, follows up and resolves customer?s complaint.
Operations Manager
Telus International Philippines, Philippines
Oct 2017 - Present
Organize and plan the daily activities of the cluster.
Oversees and directs activities of the leads. Help them organize their day and identify who to focus on.
Responsible for mentoring tea-----------mbers, finding ways to increase quality of customer service and
implement best practices across all levels.
Responsible for the cluster?s performance, schedule, absenteeism and attrition.
Responsible for formulating strategy, improving performance
Supporting Workforce required staffing levels to meet client service level requirements.
