Rubelyn Escobiñas Email & Phone Number

Manages a team of Speech Data Analysts, providing guidance, coaching, and feedback to ensure high-quality work.Establishes and maintains relationships with key stakeholders and customers.Presents findings and insights to stakeholders in a clear and concise manner.Collaborates with cross-functional teams to identify business opportunities and recommend.

Provides operation leaders with defining data strategies that solve critical quality issues, provides feedback on opportunities for optimization based on performance indicators, and provides automated assessments of trends within call center teams so that owners can make necessary adjustments expeditiously.Provides supervision to both direct and indirect.

Provides analysis and tracking of customer conversations/interactions utilizing an advanced speech analytics solution. Responsibilities include understanding the organization’s business objectives and goals, analyzing recorded audio and audio-based data sets for critical insights, patterns and trends as well as communicating analysis and proposing.

Philippines

Quezon City, Philippines

Responsible in ensuring compliance with client dictated standards by coordinating with the support group in monitoring results in a timely, accurate, and efficient manner.

Assist in establishing and coordinating strategy and calendar priorities from all locations, monitor the team’s production schedule, and coordinate sequences for outbound dialer campaigns as well as inboundcall flows. Monitor and track campaign and agent activity as well as key indicators including callcompletion and productivity on the dialer.

The primary responsibility of a Technical Lead (TL) is to raise the technical expertise of our Support Agents and contribute to overall customer satisfaction by providing timely technical and professional mentoring in a leveraged manner. TL's assist in resolving cases that exceed agents capabilities either in technical skill set, urgency, complexity or.

• Duties and Responsibilities:
• Handling escalated calls
• Customer Call Backs and Follow-ups as required
• Approving concessions beyond the agents limit
• Answering questions/providing support to agents on a consultation basis
• Answering customer inquiries when needed due to volume

Bachelor In Business Administration, Management

Activities and Societies: Junior Management Society, JMEDIA, Scholarship Youth Development Program, Kataga PUP Honor's Society Business.

Business Statistics

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