Francis Malcolm Robles Email & Phone Number

• Lead Operations Supervisor - April 2014 - Present
• Successfully transitioned second level support work-streams in Manila which started with single support team composed of 4 FTE's. The team has now grown to 24 FTE's and is supporting four different lines of business
• Coordinates directly with onshore counterparts and stakeholders in working and managing teams across Manila and North America
• Manage agent performance by constant monitoring, motivating and coaching towards agent developmentTeam Performance Leader - Nov 2012 - April 2014
• Responsible in handling a group of agent’s and makes sure that each member is able to meet/exceeds goals required by the program
• Manage agent performance by constant monitoring, motivating and coaching towards agent development

• Quality Supervisor – Harte-Hanks Inc. – (2012 – Present)
• Part of the Team that spearheaded the transition of our Tech Lead team from Operations to Support Group(Quality)
• Created a specific career path for Tech Leads which includes projects, skills development and increase accountability
• Role standardization which started with our current line of business and be rolled out across the whole facility
• Create a specific measure output of success(Scorecard) that would assist in driving program goals and agent accountability
• Transitioned to supervise the quality group for our line of business.

• (Supervisor – Tech Lead Group)
• Part of the team that initially define the role of a Tech Lead, moving them to a single group and defining their current role in operations.
• Gathers and Analyze specific data for operations which provides critical input to help improve processes and Key Performance Indicators (Metrics) – Quality of Service, Handling time, Call Drivers.(Supervisor –.
• Responsible for account performance and metrics
• Responsible in handling a group of supervisors in line with monitoring team performance, team compliance and development. (Supervisor – Special Project)
• Responsible for handling the Escalations group for a specific line of business

• Subject Matter Expert
• Pioneer Tech Lead to support a new line of business for the account
• Point of contact with clients for our Escalations group

College, Bs Electronics And Communications Engineer

High School