Diego Jesus Gutierrez Alvarez

Site Director / Site Senior Manager

Redial BPO

Sep 2021 - Current (4 years 9 months)

• Develop and execute OKRs for operational teams, aligning performance goals with business objectives. • Manage multiple call center sites, overseeing operations, client accounts, and performance metrics. • Lead the creation and implementation of Standard Operating Procedures (SOPs) to enhance workflow efficiency. • Lead project management initiatives, optimizing resource allocation and risk mitigation. • Strengthen account management by collaborating with clients to align strategies with service expectations. • Ensure the execution of business continuity plans, cost-saving strategies, and operational risk management.

Operations Manager

Redial BPO

Mar 2021 - Sep 2021 (7 months)

Managed a team of 30+ collections phone and back-office agents, 3 supervisors, and 2 team leaders. • Managed collections operations, driving OKR-based performance improvements. • Created and refined SOPs to enhance efficiency and compliance. • Led cross-functional projects to improve agent performance and service delivery, including initiatives that involved chat support as a line of business, which contributed to a more comprehensive service offering. • Strengthened account management by liaising between clients and internal teams, ensuring seamless communication and collaboration.

Operations Supervisor

Redial BPO

Feb 2020 - Feb 2021 (1 year 1 month)

• Operations supervisor in charge of collections teams, ensuring efficient processes and high performance. Additionally, supervised a project that included chat support as a line of business, which enhanced customer engagement and provided valuable insights into client needs.

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Operations Supervisor

Comunicaciones de Calidad

Aug 2019 - Dec 2020 (1 year 5 months)

• Managed logistics and supervision, applying project management methodologies for process optimization. • Engaged with customers through escalated phone calls, providing support as a supervisor when clients requested to speak with a manager. In-person interactions with clients and service providers were also part of my role, where I focused on maintaining high customer satisfaction (CSAT) metrics as evaluated by service providers. • Additionally, I collaborated with business partners, addressing their needs and concerns, which, while differing in nature, still emphasized the importance of customer service and relationship management in my supervisory role.

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Operations Supervisor

MCG Call Center

Jul 2018 - Jul 2019 (1 year 1 month)

• Supervised and coordinated a team of 28 agents. • Managed payroll and daily attendance. • Identified operational needs and developed strategies for improvement. • Trained new hires and lead agents. • Analyzed reports and delivered results to the operations director.

Support Supervisor

Telvista

Dec 2017 - Jul 2018 (8 months)

• Supervised a team of 22 agents. • Managed payroll and daily attendance. • Implemented strategies to maximize efficiency. • Delivered results to management.

Supervisor for New Hire agents program.

Telvista

Mar 2016 - Mar 2017 (1 year 1 month)

• Supported new hire training for 21 days. • Provided individual and group feedback. • Managed payroll and daily attendance. • Developed strategies for continuous improvement. • Reported agent progress to instructors and management.

Report Analyst

Telvista

Dec 2015 - Jul 2016 (8 months)

• Analyzed and corrected reports for agent performance evaluation. • Delivered evaluated reports and provided feedback to agents. • Covered supervisors during absences. • Supported new hire training for 28 days and their final 21 -day training period. • Organized motivational activities for campaign employees.

Bilingual Customer Service Representative

Telvista

Nov 2011 - Dec 2015 (4 years 2 months)

• Customer service representative for MetroPCS.

Diego Jesus Gutierrez Alvarez

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