Responsible for implementing, launching and owning the Gamificiation strategy in U.S., Mexico, Europe and Philippines, with a mission to increase global employee engagement by focusing on compensation plans tied to sustained performance and tenure.Main liaison with the vendor, to ensure increased focus on continuous improvement on the gamification tool, based on employee engagement and retention results.Adapt gaming strategies and rewards to better fit the employee population across multiple demographics, interests and ages; reducing costs related to new hire employee training and onboarding.

Design, implement, track and evaluate relevant programs that aid the company's bench building and talent development efforts supporting leadership development initiatives in high growth programs in the US, Mexico, Philippines and Brazil regions.Responsible of coordinating, assigning and reviewing Service Delivery Instructor lead and eLearning certifications as any Ad Hoc Training to hone and further develop Team Leads, Trainers, Quality Specialists as well as Managers.Continuously develop, enhance and improve company compliance drivers functioning as a consultant. Propose effective and low cost solutions through several Training and Coaching intervention. Responsible for all Coaching Effectivness processes, deliverables and action items in order to consistently support all program partners and reduce Team Lead learning curve and empower those which are tenure.

Responsible for high-level administrative support to the site director and leadership at the site. Responsible for some budgeting and invoicing responsibility as well as coordinating different vendors to better optimize resources (Designers, printers, accommodations, travel agencies, food providers, etc)Manage the foundation community to assist non profit organizations and enhance the image of the corporate social responsibility.Coordination of all clients and visitors travel arrangements.

Support client/site ramps and reporting by linking knowledge from the classroom to the skills necessary to provide successful New hire performance. Responsible of developing the team to handle new hires, demonstrate live calls, practicing role plays, certify New agents on call handling, perform hands on and knowledge transfer. Accountable of supervising and executing operational metrics such as absenteeism, attrition, in-chair occupancy, reliability, schedule adherence, escalations and day to day payroll. Responsible for staff scheduling and shift rotations to adapt to the continues ramp plan necessities.

Responsible for a training team's performance, development, mentoring and coaching to meet and continuously improve both TeleTech and client metrics.Oversee and ensure completion of trainings for new hires and all applicable client trainings.Responsible for staff attendance, reliability and schedule adherence.Measure attrition and absenteeism in New hire and client training classes to analyse data.Accountable for all training agenda that's billable to the client, developing support programs proactively to prevent or correct behaviors known to the operations.

Responsible of the quality assurance specialists performance, development, mentoring and coaching to meet and continuously improve client quality metrics.Oversee and execute the monitoring and scoring activities and team responsibilitlies to support the operations floor. Recommend and coordinate needed changes to the operations based on process analysis and program updates upon client requests or business necessities.Actively implement strategies and initiatives to enable the QA department to achieve goal objectives.Administrate the QA evaluation tool to ensure recording levels meet contractual specs. Give maintenance to add and remove associates upon hiring or attrition. Handle client escalations and local disputes to continuously reach satisfaction performance indicators.Responsible of generating/reviewing and if needed update quality assurance guidelines to adapt to client business changes.

Responsible of listening and monitoring associate calls for customer satisfaction according to client and TeleTech specified policies, thresholds and procedures. Accountable for providing, coordinating, analyzing and consolidating all necessary data in order to deliver and collaborate with the QA team and operations. Ensure quality processes and project work us completed in a timely and accurate manner following client and company requirements quality standards. Active participant in client calibration sessions and perform customer satisfaction analysis and scoring.

Answer escalated calls and address customer's concerns in a call center environment. Use technical and billing expertise to determine situations requiring escalations to speciality groups and handle the call or route it accordingly. Act independently to resolve support calls that are complex in nature.