In-charge of daily operations of the center/site and responsible for the attainment of client set goals, efficiency targets and overall center performance. Analyzes agents/supervisors/OM performance and develop action plans to bridge gaps.
Collaborates with different departments to develop and implement business strategies. Build and manage client relationship through periodic interaction. Work in partnership with the Account Manager on P&L management. 11 years of BPO industry experience in operations management and employee engagement, supporting multi-ch-----------ls (Voice, Chat, Omnich-----------l) for Telco and Media/Entertainment programs handling multiple lines of businesses (customer service, sales, technical support, escalation). Highly skilled in managing steady-state, launch/ramp and red alert programs. COPC® Lean Six Sigma Yellow Belt certified with extensive knowledge of process optimization and data analysis. JUMP! Certified for Account Manager.
