Responsibilities:Managedailycallcenteroperations,Developandimplementstafftraining
andmentoringprogramsforServiceNowandGenesys,Monitorstaffcallsforquality
assurancepurposes,MaintenanceofOKRs,Approvetimeoffrequestsandpreparedstaff
schedules,Preparestaffperformanceanalysisreports,Preparebudgetreportsandtracked
callcenterexpenditures
Achievements
-Developingtheuseofthecontactcenterinamanufacturingenvironment.
-KeepinganSLAabove90%incallsand98%inlivechat.
-KeepingaCSATover90%
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-DevelopedthecreationandmaintenanceofCallScriptsandSOPs
-SuccessfullyleadtheTelephonyandSRTbranchesofthedeploymentoftheHROps
modelinBrazilin2019andtheSRTforEMEAin2020(remotely)
-CoordinatedthelogisticsforthevaccinationcenterinWhirlpoolMX
-Memberofthereturntotheofficecoreteam.
-LeadingaTalentAcquisitionSharedServicesinstallationproject.