Julian Florez Email & Phone Number

Bogotá, Bogota, Co

Bogota, Colombie

• Produce solid and effective Performance Management strategies based on accurate and meaningful data reports and analyses.• Partner with all divisions across all segments in efforts to improve and drive Process Improvement.• Oversee and manage performance and service quality to guarantee customer satisfaction.• Perform strategic analysis in business performance data to address Client and internal needs. • Drive financials to ensure results and commitments are met.• Make recommendations to enhance processes and boost ease and efficiency.• Oversee the design, development, and implementation strategies of quality improvement initiatives; translate knowledge of subject and business needs into clear strategic business plans.

Bogotá, Bogotá D.C. Department, Colombia

• Lead teams to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well as financial, metric and employee satisfaction goals) through continuous improvement plans.• Direct involvement in recruitment, selection, induction and ongoing skills development for all direct reports, ensuring attraction and retention of the best talent.• Line management responsibility for Coaches/Team Managers who are responsible for managing the day-to-day operations with more than one client.• Solve business challenges through operational excellence based on robust analyses.

Bogotá D.C. Area, Colombia

• Facilitate a culture of open and honest two-way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practices.• Maintain an environment that supports the spirit of teamwork, where Agents/Advisors are committed, loyal and take pride in working for the company.• Apply a process of continuous review and proactive management of KPI performance and schedule adherence.

Bogotá D.C. Area, Colombia

• Investigate and analyze data and decide upon alternatives to complete assignments.• Communicate efficiently following Internal calibrations, External calibrations and client feedback loops regarding Agent/Advisor standards and quality results.• Analyze and assess trends from evaluations, system databases and other sources.• Independently plan, prepare and maintain business reports critical to team success and meeting client expectations.