I'm a seasoned professional with a proven track record in administration and customer service. With a strong foundation in business operations and team management, I bring a unique blend of attention to detail, problem-solving skills, and strong interpersonal abilities. 4 years of experience on BPO.
Experience
NCC Near shore Call Center
Nov 2020 – Present
Barranquilla, Colombia
Inbound supervisor
Assist in the formulation of targets for individuals and teams.
Answer questions from staff and provide guidance and feedback.
Anticipate escalation and take over calls when needed.
Devise ways to optimize procedures and keep staff motivated.
Measure performance with key metrics such as call abandonment, calls,
waiting etc.
Ensure adherence to policies for attendance, established procedures etc.
Keep management informed on issues and problems.
Prepare weekly/monthly/annual results and performance reports.
Assist Client's special requests. Weekly meeting for calibration and updates.
Monitoring customer service calls to assess employee demeanor, technical accuracy, retention performance, and conformity to company policies and procedures. Developing and implementing call center process and procedure manuals needed.
Leading meetings with clients for calibration purposes, and to process and apply updates according to operations/Inbound policies.
