Manage the candidate journey by effectively executing the vetting processes. Assess candidate qualifications and remote work effectiveness through interviews. Foster a caring and challenging experience for candidates. Provide proper communication with candidates by phone calls and emails. Collaborate with colleagues and leads to improve the vetting process and your performance continuously.

Managed client relationships and agent performance. Able to manage a variety of clients with small businesses located in the United States. Maintain and drive open and wide communication with clients and agents, holding bi-weekly 1:1s with the Team Mates and monthly 1:1s with Clients. Reviewed goals, addressed client needs, and assisted in developing KPIs and process improvements.

Supervised a team of 15 agents within daily operations, monitored attendance, and ensured compliance with organizational policies. Identified performance issues, developed action plans, and implemented corrective measures as needed. Provided coaching, direction, leadership, and development opportunities for team members. Track the payment for monthly salary, additional hours, and extra hours.

Managed a team of 24 members, monitored performance, and enforced attendance policies and legal requirements. Participated in weekly/monthly business review calls with the Bell client to share ideas and insights. Identified performance issues, developed improvement plans, and took corrective actions as necessary. Track the payment for monthly salary, additional hours, and extra hours.

Monitored, evaluated, and audited inbound and outbound call samples for quality assurance. Reported evaluation results to business stakeholders and participated in calibration sessions. Maintained comprehensive knowledge of client products, services, and program strategies. Collaborated with quality task forces to ensure scoring consistency and best practices.

Track agent’s performance by monitoring inbound calls. Deliver feedback and coaching after each call is evaluated. Create weekly and monthly quality reports to track call center performance. Deliver and Create Training plans for products and services for new hire agents. Ramp up of a group of 57 agents in Panama for market Launch(October 2008).

In charge of leading and supervising a group of 24 inbound technical support and customer care agents. Follow up on the agent's monthly performance plan to achieve goals set by the organization. Monitor agent’s calls with quality evaluation forms. Track the payment for monthly salary, additional hours, and extra hours. Monitor Call Center’s service level, abandoned rate, and answer rate.