Luis Ortiz Email & Phone Number

Guatemala

• Translate the requirements created by other parties within the organization into a solution that will meet the organization’s financial needs and will help achieve the organization’s performance targets. • Responsible of working with the Operations group to develop strategic directions to improve current business or develop new business.• Responsible of understanding and addressing concerns from the key stakeholders such as 1) Senior management for enabling higher productivity and/or lowering costs 2) Streamlining day to day activities 3) providing a secure, stable and supportable environment with the help from different members of the organization: Business Development team, Real state team, HR team, Recruitment, and Technology. • Understand client's Contact Center environments, business needs and provide expertise and consulting on solutions.• Provide internal assistance on Contact Center solutions, product plans and roadmaps.• Coordinate hardware and software quotations with local and global IT groups. In a similar fashion, coordinate space availability and costs allocations with the Real Estate team, wages and benefits with Human Resources, hiring fees and other recruitment costs with the local recruiting groups. • Develop and deliver scopes of work, hour/cost estimates, professional proposals, and design documentation.• Advance knowledge about products, applications, technical service, market conditions, competition, and technology trends through research, partner technical experts and customer feedback.• Work closely and collaborate with Partner Sales Engineers on opportunities.

Guatemala

Guatemala

Manage coordination of the partners and working groups engaged in project work.Facilitate scope definition including functionality and technology.Facilitate project plan development to set expectations for deliverables and schedule.Detailed project planning and control including:Develop and maintain a detailed work plan.Manage project deliverables in line with the project plan.Record and manage project issues and escalate where necessary.Resolve cross-functional issues at project level.Manage project scope and change control and escalate issues where necessary.Monitor project progress and performance.Provide status reports to the project sponsor and PMO managerLiaison with, and update progress to, project steering board/senior management.Manage project evaluation and dissemination activities.Coordinate phase sign-offs.Work closely with users to ensure the project meets business needs.

Guatemala

Delivery of team sales, service level components, quality and productivity targets & indicators.People Management, including all HR related issues, as well as staff development.Operational Management: Managing the floor, adherence to schedule.Ownership and problem resolution.Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.Training and development of staff.Motivation, leadership for a team of 17 and developing future leaders.Recommendations for product and process development based on customer feedback and analysis of the same.Conducting performance appraisal for the team. Contribute for the initial hiring and selecting process of the front line.Compiling reports on team’s performance and customer feedback.Communication and being a focal point of dissemination of information from management to team and vis versa.Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling and call center processes.Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business. Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.

Nicaragua

In charge to transition a new site and location.

Bachelor Of Technology And Telecomunications

Business Administration Expert, Business Administration And Management, General