Operations Manager | 8+ Yrs BPO | Team, SLA & CSAT Management

8+ years managing BPO operations for global accounts including Lumen, Comcast, eBay, AT&T, and Western Union. I ran day-to-day floor operations for teams of up to 120 agents, owned program-level results, and reported directly to client and site leadership. Recognized as Top Operations Manager across multiple years.

Owned customer experience metrics across sales, retention, and support programs, delivering the highest resolution CSAT on my account in early 2022. I coached teams on quality interactions and resolution to keep satisfaction high.

Led up to 7 team leaders and 120 agents across multiple lines of business, owning hiring, coaching, scheduling, and escalations. I developed SMEs and team leaders into stronger people managers, and was recognized as both Top Team Leader and Top Operations Manager across several years.

Led end-to-end operations across multiple lines of business simultaneously, consistently hitting SLA, CSAT, and sales/retention targets in fast-paced environments. I set and enforced internal policies, optimized workflows, and earned a VP Award in 2023 for overall performance.

Collaborated with process owners to refine procedures, correct audit findings, and document best practices into SOPs and memos. My process work improved efficiency and responsiveness across the programs I handled.

Ran QA programs including on-site evaluations, internal audits, and customer surveys. I facilitated weekly calibrations and conducted triad coaching for outliers to close performance gaps and protect service quality.

Managed operational projects from conception to completion, coordinating across departments to hit deadlines and deliverables. I rolled out new policies, training programs, and process changes across multiple lines of business.

Worked directly with RTA/scheduling to manage live agent adherence, overtime, and schedule changes. I coordinated across workforce, HR, and account management to keep staffing aligned with demand.