FISAssistant Manager - Call Center Operations
Jan. 2010 - May. 2017Makati, PhilippinesMigrated 1st onshored US Healthcare account for FIS Philippines. Hired, trained, and led frontliners to form leadership team and their frontline teams. Migrated advanced and additional processes for flagship account. Supervised operations of US Financial Cards and Telecommunications call center operations performance. Primary focus on service level agreements, attrition/retention, NPS, FCR, NCP, CSAT, Quality, Occupancy, Utilization, Schedule Adherence and Attendance. Led and handled up to 100+ CSRs as direct reports and up to 5 Team Coaches/ Assistant Team Leaders