• Facilitator and collaborator to integrate Latam HR services to a global model. Leader responsible for the operation in the contact center• Generate a strategy for the implementation of new services with other areas of the share services to guarantee an efficient implementation.• Guarantee that the service delivery model by the share services areas towards employees complies with the OLA's and SLA's.• Identify opportunities in different sectors focusing on the centralization of the… Show more • Facilitator and collaborator to integrate Latam HR services to a global model. Leader responsible for the operation in the contact center• Generate a strategy for the implementation of new services with other areas of the share services to guarantee an efficient implementation.• Guarantee that the service delivery model by the share services areas towards employees complies with the OLA's and SLA's.• Identify opportunities in different sectors focusing on the centralization of the Latam work model based on analysis, definition, creation, documentation, training, and implementation in each service.• Identify and implement new technologies (voice bot's, chat bot's, RDA's) that improve the employee experience through automation.• Support the HR Service delivery model for 100,000+ employee in Latam through the contact center infrastructure.• Ensure and modify the operational strategy for the fulfillment of the KPI's in the contact center.• Maintain budget and track expenditures/transactions.• Manage a group of five supervisor and 41 agents to meet and exceed operational KPI´s targets.• Prepare and deliver weekly, monthly progress report on project implementation and performance report from the contact center. Show less

• Strengthen relationships: Establish and maintain communication with clients and vendors; provide information regarding performance, progress and proactively manages client escalations• Ensure contribution margin target is met for each courter of the year.• Resolve escalations made direclty by our client.• Ensure clarity around priorities and goals for the entire operational area. • In coordination with supervisors, identify Quality trends, needs and implement methodologies… Show more • Strengthen relationships: Establish and maintain communication with clients and vendors; provide information regarding performance, progress and proactively manages client escalations• Ensure contribution margin target is met for each courter of the year.• Resolve escalations made direclty by our client.• Ensure clarity around priorities and goals for the entire operational area. • In coordination with supervisors, identify Quality trends, needs and implement methodologies that help in having a continuous improvement culture.• Ensure accuracy for payroll process. • Keep morale high: Ensure motivational programs are in place and encourage frequent recognitions; supervise staff training, motivational and incentive programs, and adherence to personnel policies and standards• Work across functions with peers in other groups to ensure collaboration for shared goals.• Work with senior management and other peers for strategy development and execution planning.• Communicating financial and goal results and key performance indicators to direct reports.• Provide guidance to direct reports, typically comprised of first-line managers and supervisors.• Oversee workforce trends and forecasts; work with HR to ensure adequate staffing.• Oversee customer satisfaction and quality metrics; ensure metrics are met and maintained at a high standard• Influence the lives of others: Develop, train, and manage team members; review team member performance and discuss areas of improvement and excellence Show less

• Manage and evaluate employees’ performance• Issue instructions to employees with assignments & development• Leading and managing a group of 15 to 25 consultants, follow Sutherland process and create a motivational and healthy competition environment.• Create weekly and monthly action plan to ensure continuos improvement on KPI’s• Execute performance management process.• Retain talented consultants • Create and execute engagement Activities.• Coordinate and follow… Show more • Manage and evaluate employees’ performance• Issue instructions to employees with assignments & development• Leading and managing a group of 15 to 25 consultants, follow Sutherland process and create a motivational and healthy competition environment.• Create weekly and monthly action plan to ensure continuos improvement on KPI’s• Execute performance management process.• Retain talented consultants • Create and execute engagement Activities.• Coordinate and follow up escalation cases with the client and Sr. Team Manager.• Payroll coordination with Sr. team manager.• Colaborate with HR on Interviewing process.• Resolve complaints and answer customers questions regarding services and procedures Show less

• Monitoring call volume integrity, utilizing available reports and transactions to help validate daily performance. Provide root cause analysis for incorrect data.• Auditing daily intervals of calls and routings, and develops action plans to implement corrective actions for non-conformances identified.• Tracks, maintains records and communicates master data changes to the organization• Responsible for month-end close reporting process.• Define rules to load and transform source… Show more • Monitoring call volume integrity, utilizing available reports and transactions to help validate daily performance. Provide root cause analysis for incorrect data.• Auditing daily intervals of calls and routings, and develops action plans to implement corrective actions for non-conformances identified.• Tracks, maintains records and communicates master data changes to the organization• Responsible for month-end close reporting process.• Define rules to load and transform source data into logical data structures. • Designs, develops, tests, documents and maintain reports. Show less

• Provide top notch customer service to customer located on US.• Identified stated and unstated needs based on accurate proving questions.• Follow up to customer escalations• Troubleshoot internet, cable and phone services• Configurate modem, routers, and other technologi equipment from client.• Manage client goals and metrics to fit standards• Improve customer satisfaction rates while demostrating domain of product and service skill.