Juan Virviescas
Senior Supervisor @Iterum Connections | BPO | Contact center | Outsourcing
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WORK HISTORY
Senior Supervisor @Iterum Connections | BPO | Contact center | Outsourcing
Bogotá, CO
Increase corporate revenue by creating a standardized cross-functional training process among Workforce, Training, Marketing, and Human Resources through WBRs, MBRs, and QBRs meetings. • Successfully developed and implemented a coaching follow-up application based on VBA code to increase coaching consistency and ensure adequate expert and supervisor development and monitoring, reducing employee turnover. • Enhance the business’s productivity for the onshore, nearshore, and offshore markets by developing strategic plans to increase efficiency and effectiveness within the corporation. • Boost client and corporate service by increasing strategic operations headcount, achieving quality service by over 95%, fist-call resolution by over 91%, surpassing quality contribution goals by 15%, and associate satisfaction and retention. • Ensure appropriate leadership skills are present at every level, fostering a collaborative and supportive work environment in which employees are coached, trained, and provided with career opportunities.• Monitor the service delivery performance metrics to communicate with managers and clients to meet service-level agreements.• Awarded employee of the month, recognition April 2023.
EDUCATION
Universidad de San Buenaventura
Economics
ABOUT JUAN VIRVIESCAS
Experienced Manager in the information technology industry, goal-oriented, results-driven, highly analytical, self-driven to lead, train, develop, and manage the skill set and talents of the assigned team—economist in training, with 9+ years of experience in creating solid and effective strategies to boost contact centerer and BPO’s operations.
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