Invite Freelancer to Project
You don't seem to have an active project at the moment. Why not post a project now? It's free!Post a Project
- N/AJobs Completed
- N/AOn Budget
- N/AOn Time
- N/ARepeat Hire Rate
Supervision and management of group between 15 to 20 agents regarding operational (schedule adherence, average handle time, transfer rate) and quality performance (on calls or emails worked). Scheduling for the entire group weekly, based on performance and customers demand, making sure all queues were covered. Payroll verification on a weekly basis, making sure monthly payment did not have data or reporting issues. In charged of departments within the campaign, their weekly results and fulfillment of goa
Operations Customer Service AgentJul 2011 - Aug 2011 (1 month)
Customer service for one of the AT&T campaigns. Support online and assistance to customers in the US with their TV, Internet and/or landline service. Compliance of metrics and goals requested by the campaign.
Operations ManagerAug 2010 - Jun 2011 (10 months)
Account handling and operation supervising; starting from coordinating with recruitment and training departments to have the correct skilled personnel needed for the aimed campaign/project to provide and meet client’s expectations; supervision of daily operations, choosing and building of work team and regular evaluation of goals to meet or points to work according to expected Service Level Agreements. Management of software aim for contact centers, such as Avaya, Eyebeam, QueueMetrics, CMS. Elaboration
Operations SupervisorOct 2007 - Aug 2010 (2 years)
Group handling, supervision of operations and monitoring of quality of calls taken by the agents in charge; managing of information for specific brand/campaigns with duties of supervision of quality and assurance of assistance in every call; supervision in agents’ schedules assuring the coverage in all shifts in assistance of the inbound calls. Supervision and, if necessary, extra-training of new agents in the Call Center; making sure they are ready to be on board and take calls monitored by the client.