Overseeing a delivery team. This role encompasses managing both incoming and outgoing communications and back-office administration. Responsibilities include ensuring optimal team performance across managerial and operational levels and spearheading departmental growth in both quantitative and qualitative metrics.Key duties involve driving productivity enhancements and continuous process improvements, ensuring compliance with client commitments through rigorous quality control in… Show more Overseeing a delivery team. This role encompasses managing both incoming and outgoing communications and back-office administration. Responsibilities include ensuring optimal team performance across managerial and operational levels and spearheading departmental growth in both quantitative and qualitative metrics.Key duties involve driving productivity enhancements and continuous process improvements, ensuring compliance with client commitments through rigorous quality control in partnership with the training and quality departments. Facilitate cross-functional meetings, leading operational reviews including weekly production updates, and contributing to strategic action plans and analysis of deviations. Additionally, participating in the recruitment and ongoing training of team members and supervisors, while ensuring adherence to company standards and policies, and fostering a culture of excellence and continuous learning within the team. Show less

As a co-founder, Vanessa brings a wealth of experience in co-creating cutting-edge team leadership coaching programs, leveraging her expertise in fostering effective team dynamics and driving strong leadership within companies, shaping high-performing teams.Vanessa is a dedicated professional with a proven track record in enhancing customer service operations and improving operational efficiencies. She has successfully managed call center teams of up to 100 associates, utilizing a… Show more As a co-founder, Vanessa brings a wealth of experience in co-creating cutting-edge team leadership coaching programs, leveraging her expertise in fostering effective team dynamics and driving strong leadership within companies, shaping high-performing teams.Vanessa is a dedicated professional with a proven track record in enhancing customer service operations and improving operational efficiencies. She has successfully managed call center teams of up to 100 associates, utilizing a strategic approach that combines industry best practices, advanced workforce management techniques, and customer experience enhancements to drive substantial business growth. Her ability to craft business solutions tailored to meet each client's unique needs ensures optimal performance and a competitive edge in their respective markets. Show less

Managed a team focused on customer service and debt collection for clients in the insurance and energy sectors, overseeing both incoming and outgoing calls as well as back-office management. Key responsibilities included ensuring the performance of team members and managers, developing the department's capabilities in quantitative and qualitative aspects, and driving continuous improvement in processes and methods to enhance productivity.Additional duties involved ensuring speech… Show more Managed a team focused on customer service and debt collection for clients in the insurance and energy sectors, overseeing both incoming and outgoing calls as well as back-office management. Key responsibilities included ensuring the performance of team members and managers, developing the department's capabilities in quantitative and qualitative aspects, and driving continuous improvement in processes and methods to enhance productivity.Additional duties involved ensuring speech quality through collaboration with the training/quality department, leading cross-functional meetings, and maintaining frequent operational reviews including monthly steering committees and weekly production points. Managed internal and external client relationships by overseeing action plans and analyzing deviations. Actively participated in the recruitment and training of employees, ensuring compliance with company policies, and fostering team development to strengthen adherence to company values and objectives. Show less

Managed a team of 5 Supervisors and 70 Customer Service Representatives in the home insurance sector, focusing on after-sales service through incoming and outgoing calls. Responsibilities included participating in the recruitment and integration of call center advisors, planning attendance and schedules, and handling administrative management of the team, including leave, delays, and absences. Ensured the implementation of action plans and organized, distributed, and coordinated activities… Show more Managed a team of 5 Supervisors and 70 Customer Service Representatives in the home insurance sector, focusing on after-sales service through incoming and outgoing calls. Responsibilities included participating in the recruitment and integration of call center advisors, planning attendance and schedules, and handling administrative management of the team, including leave, delays, and absences. Ensured the implementation of action plans and organized, distributed, and coordinated activities within the framework of defined processes and rules. Additionally, managed activities to meet objectives and expected quality of service, participated in quality meetings of the operational center, monitored work progress, and carried out necessary reporting. Identified and argued for necessary resources, and actively mobilized, valued, and evaluated teams by setting individual objectives, monitoring goals, and evaluating results. Show less

Managed a team comprising 7 Supervisors, 2 Resource Planning Analysts, and 90 Customer Service Representatives, serving e-commerce and wired telecommunications carriers. The focus was on customer service and telesales, utilizing both incoming and outgoing calls and chat. Key responsibilities included coaching, training, and supervising supervisors to enhance team competence, cohesion, and dynamics in compliance with employee and client standards.The role involved mobilizing supervisors… Show more Managed a team comprising 7 Supervisors, 2 Resource Planning Analysts, and 90 Customer Service Representatives, serving e-commerce and wired telecommunications carriers. The focus was on customer service and telesales, utilizing both incoming and outgoing calls and chat. Key responsibilities included coaching, training, and supervising supervisors to enhance team competence, cohesion, and dynamics in compliance with employee and client standards.The role involved mobilizing supervisors to meet and exceed set objectives, evaluating team member skills to match service needs, and implementing internal training to optimize performance. Additional duties included maintaining team cohesion and motivation, managing quality of service, responding to client requests, and leading client steering committees. Managed budget, operational risks, and coordinated with support services like IS, HR, Training, and Quality to achieve mission objectives, ensuring actions were implemented to improve results in alignment with goals. Show less