Aleydis Saltar Email & Phone Number

Jacksonville, Fl, Us

Jacksonville, Florida, United States

• Responsible for a team of up to 20 Process Associates • Ensure all associates are performing within the guidelines set by the client pertaining to accuracy, Amazon connect adherence productivity etc• Develop and implement new and innovative processes to increase team performance while remaining within guidelines set forth by our client• Assist fellow FLMs with implementing similar processes on their respective teams to increase their teams performance• Process administrative tasks such as attendance, ADP errors, Team hourly, daily accuracy reports, review true agent errors with Subject Matter Experts and effectively provide coaching and feedbackpertaining to those errors• Responsible for ensuring all corrective/ disciplinary actions are up to date across my team and delivered within a timely manner• Deliver required reports, documents, presentations, etc based on priority• Coach, mentor and develop agents into the areas they desire on their career path: SME, Training, FLM etc.• Continued to perform with consistent accuracy within my organization despite team realignments, queue changes, shift changes, etc.

Jacksonville, Florida

• Social Media Content Management in a Matrix environment• Developed next course of action via utilization of key insights in concert with performance indicators• Shared Best Practices to improve processes• Facilitated new projects tasked with increasing new business on behalf of the client• Monitored jobs via client protocol to enforce current policy• Utilized analytic interpretation via refreshers to advise on dynamic changing policy guidelines• Mastered multiple Internet Based Platforms concerning key stats and metrics• Utilized Dashboard metrics to both create and deliver interactive reports across a multi-tiered operational center among employees, 3rd party vendors and VP's• Monitored social media and online sources for industry trends and key insights• Reduced floor production floor waste by researching and implementing six sigma lean principles which led to cost-saving initiatives and creating fresh new approaches to long-standing problems• Worked closely with I.T. to resolve problems associated with the production floor

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment• Ensure service delivered to our customers meets contractual Key Performance Indicator ( KPIs ) and financial expectations• Communicate expectations to employees and provide timely updates• Provide subject matter expertise in handling escalated customer calls as needed• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities• Stay current on internal work processes, policies and procedures. Attend required manager development training• Promote the Convergys values through both behavior and attitude, including being an advocate for team members

Florida, United States

Florida, United States