Joheny Avila Email & Phone Number

Experienced and Highly Efficient Program Manager in the BPO - outsourcing/offshoring industry. Skilled in Collections, Customer Services, Retentions, Business Planning, Operations Management, Strategic Planning, Quality assurance, designed thinking, and People Analytic with more than 8 years of experience in this industry part of that supervising multiple teams of employees while planning and maintaining work schedules, updating procedures and policies while performing coaching and professional development sessions to my teams.Focused on Achieving operational targets by ensuring adherence to process quality standards and defined metrics, monitoring team performance against service level agreements (SLAs) and key performance indicators (KPIs), taking preventive or corrective action when necessary, managing day-to-day operations of the team, including work allocation, scheduling, and performance monitoring, Strategy planning by conduct regular team meetings to communicate goals, objectives, and updates making sure to develop and implement processes to increase efficiency and effectiveness.