TeleperformanceOperations Supervisor
Jul. 2021 - Jul. 2024Responsible for overseeing and guiding a team of CSR with different assignments. Managing and developing people performance, key tasks include monitoring daily operations, ensuring adherence to company policies and quality, resolving escalated customer issues, and providing performance feedback. Additionally, tasked with training and developing staff, analyzing customer service metrics, and implementing strategies to improve customer satisfaction and efficiency, streamline KPIs compliance, aiming to outstanding results. Evaluate outcomes to mesurare individual’s opportunities and getting the Root Cause for improvement. Responsible for team payroll assumptions and administrative needs. Constant follow up and coaching for development and improvement, including creating learning plans, role plays, process of improvement, skills transfer, DFM, Etc.