Iqor Panama Operations Manager
Understanding the specific goals of the program in the areas of performance, productivity, quality and cost.
Monitor, coach and develop supervisors, agents, etc. to attain program goals.
Work within a team including supervisors, analysts, trainers and QA personnel to achieve the following:
Identify gaps in performance, productivity, quality and cost at the agent and team level.
Bridge the gaps in performance, productivity and customer satisfaction at the agent and group level.
Identify work/project opportunities and implement innovation approaches, which maximize efficiency to maintain high morale.
Ensure individual and team quality scores meet program goals by consistently participating in the call monitoring and reporting process.
Provide coaching and development on a daily basis.
Foster an Environment Reflective of Client’s expectations.
Identify and resolve operational, performance and training issues or concerns.
Maintain positive, consistent and effective communications.
Develop and deploy motivational incentives and programs.
Perform employee evaluations.
Track attendance and payroll exceptions.
Understand and implement Company Policies and Procedures such as Attendance, Dress Code and Sexual Harassment.
Provide team leadership and coaching.
Create a positive environment on the floor.
Motivate and inspire team members.
Lead by setting a good example (role model).
Facilitate problem solving and collaboration.
Maintain healthy group dynamics.
Assure that the team members have the necessary education and training to effectively participate on the team.
Encourage creativity and constant improvement.
Recognize and celebrate team and team member accomplishments and exceptional performance.
Coordinate with internal and external customers as necessary.
Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance.
Assure that the team addresses all relevant issues within the specifications and various standards
Provide necessary business information.
Help keep the team focused and on track.
Obtain and coordinate space, furniture, equipment, and communication lines for team members
Establish meeting times, places and agendas.
Provide status reporting of team activities against the program plan or schedule.
Keep the project manager and product committee informed of task accomplishment, issues and status.
Serve as a focal point to communicate and resolve interface and integration issues with other teams.
Escalate issues which cannot be resolved by the team.
Provide guidance to the team based on management direction.
175 employees reporting directly/indirectly.
EGS (Expert Global Solutions) Customer Service Supervisor.
Review/Analyze reports (Identify trends)
Provide feedback, (Build effectives feedbacks, instant/real coaching based on SMART method)
Live monitoring (Utilizing MMM method, Monitor, Measure and Motivate)
Training (Develop training material, based on findings to create new behaviors)
Achieve monthly goals based on client requirements.
Bac/Credomatic Senior Sales Executive
Corporate Sales, Business and private customer: car loans, personal loans, credit card and mortgage.
In charge to perform different types of sales such a: Cold sale over the phone (Creating needs), Face to face sales with customer at Point of sale, etc.
Monthly reporting to the Manager based on development.
Monthly expectations set up at the beginning of the month, main Goal exceed sales mark. Action plans required to drive several metrics at the same time.
Time management key factor on sale world it can determine if you achieve or exceed monthly expectations.
Sitel Coach (Supervisor)/Learning Specialist.
Supervise a team of agents, monthly goals focused to reach and maintain an outstanding customer service.
Perform call monitoring, Identify trends (Behaviors) based on that provide feedback to the agents (Effective coaching), build action plans to make sure we achieve monthly goals.
Develop training material for agents, team leads, supervisors and managers.
Good analytical skills.
Provide information to staff, training and build action plans according to business needs.
Customer Service /Collection/Sales.