Call Center Operation Management

I am a results-driven professional known for enhancing team morale and operational efficiency. Highly experienced and award-winning Customer Support Operations Leader with over 9 years in the BPO industry, specializing in managing and optimizing Voice and Messaging/Chat Customer Experience. Proven expertise in: Team Leadership: Directly managed and coached teams of Supervisors and 15+ agents. Performance Management: Focused on KPI management, analyzing gaps, providing real-time coaching, and developing action plans to meet client performance targets and improve overall performance (including sales and FCR). Operational Oversight: Managed daily operations, process adherence, tactical monitoring, and provided solutions to complex billing/account issues

A dependable and results-driven leader , with a strong focus on strategic planning and achieving measurable results. I specialize in driving efficiency, improving processes, and ensuring continuous operational performance across large BPO accounts. My expertise includes: Strategic Operations Leadership: Currently operating as a Senior Operations Manager, responsible for monitoring and improving overall operations, processes, and performance, including identifying and resolving factors affecting success. I prepare and implement detailed improvement plans and manage business factors impacting revenue, Performance and KPI Management: Expert in KPI management, defining, monitoring, and analyzing key performance indicators for team and cluster performance. I conduct data analysis and assist managers in developing action plans to meet targets. Leadership & Development: Proven ability to directly manage, mentor, and coach Supervisors and teams , focusing on development and accountability for performance. I work with Recruitment and Training to ensure quality hires and use motivational techniques to promote team building and enhance morale. Client & Stakeholder Relations: Experienced in coordinating with clients for updates and information and presenting regular performance reports, actionable insights, and strategic recommendations to senior management and external clients.

I am adept at leveraging data analysis and strategic planning to enhance the efficiency and quality of your online customer support operations. An accomplished and awarded Operations Professional with extensive experience specializing in Messaging/Chat Customer Experience (CX) operations. I have a proven track record of managing and optimizing chat support channels for large-scale BPO accounts.