Jose Vergara

Jose Vergara

About

Detail

BPO Operations Manager & HR Leader - Scaling Teams, Improving KPIs & Driving Retention - AI Automation - Service Delivery & Workforce Strategy
Lima, Callao Region, Peru

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Résumé

Jobs verified_user 0% verified
  • J
    Human Resources Generalist
    JLV Construction Builder
    Apr 2026 - Current (4 months)
  • Concentrix
    Operations Manager
    Concentrix
    Aug 2020 - Jun 2026 (5 years 11 months)
    Led operations across multiple BPO accounts including technical support, customer service, and sales programs, managing teams of 100–120+ agents and supervisors in high-volume environments. Managed service delivery for global clients such as Deliveroo, WorldRemit, and enterprise IT service desk operations that focused on B2B like the Atos account, ensuring alignment with SLAs, KPIs, and client expectations. Directed end-to-end operational performance, including AHT, QA, CSAT, adherence, and productivity, consistently driving improvements through structured action plans and performance frameworks. Implemented and scaled AI-driven automation initiatives, improving ticket handling efficiency, reducing manual workload, and enhancing customer ex
  • O
    Human Resources Manager
    Otte Polo Group
    May 2017 - Aug 2020 (3 years 4 months)
    Led a team of 12 recruiters and payroll support staff overseeing recruitment operations, onboarding coordination, and workforce administration for a long-term freelance staffing program. Directed day-to-day HR operational workflows, including recruiting support, payroll coordination, employee case handling, and service delivery oversight. Drove team performance through coaching, performance reviews, and quality management practices that improved accuracy, productivity, and employee development. Collaborated cross-functionally with HR, finance, and business stakeholders to improve operational alignment, resolve process issues, and strengthen service efficiency. Analyzed workflow performance and introduced process improvements to enhance prod
  • The North Face
    Store Manager
    The North Face
    Apr 2015 - Mar 2017 (2 years)
    Managed end-to-end store operations, including sales performance, customer experience, merchandising, inventory control, staffing, and team development. Led, coached, and developed store employees to improve individual performance, engagement, accountability, and customer service standards. Monitored key business metrics, analyzed sales trends, and adjusted operational strategies to improve revenue, productivity, and overall store performance. Oversaw scheduling, workload distribution, and daily floor execution to ensure efficient operations and strong service delivery during peak business periods. Handled customer escalations and service issues, ensuring timely resolution and a positive customer experience. Maintained compliance with comp
  • Geeks on Site
    Recruiter
    Geeks on Site
Education verified_user 0% verified
  • UNIVERSITY OF CONNECTICUT SCHOOL OF BUSINESS
    University of Connecticut School of Business
    UNIVERSITY OF CONNECTICUT SCHOOL OF BUSINESS
    Jan 2012 - Jan 2016 (4 years 1 month)
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