Edinson Lopez
About
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BPO Management | Quality Assurance Management | Workforce Management| Data Analysis| AI Learning
Bogotá, Bogota, Colombia
Résumé
Jobs
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Workforce ManagerProper AIApr 2024 - Current (2 years 7 months)As the WFM Manager at Proper AI, I led the development and implementation of the company’s first enterprise-wide capacity model. I designed and unified capacity models for 160+ clients across 5 macro-processes and 40 tasks, enabling accurate forecasting, resource allocation, and operational planning at scale.
Key accomplishments:
Built the foundational capacity planning model used across all client accounts.
Consolidated individual client models into a single, centralized company-wide capacity framework.
Introduced performance metrics and scorecards from scratch, fostering a data-driven culture across the organization.
Implemented performance tracking systems that directly contributed t- Site Manager Assistant | Quality Assurance Manager| WFMEsri ColombiaApr 2019 - Apr 2024 (5 years 1 month)Site Manager Assistant
• Backup Site Manager's tasks to cover his absences
• Held Business reviews with the client (Weekly, Monthly & Yearly)
• Build, track and enhance Career plans
• Client Management (Internal & Externals)
• Responsible of contractual metrics (KPIs: Adh, CSAT, Quality, NPS, Transfer, Productivity, Escalations, ATRs/AHT)
• Track & Report Performance Metrics
• Follow up on Group Leads (Supervisors) performance
• Staff & Agents Selection
• Enhance Selection Process
• Staff & Agents Engagement
• Billing check (Hours to bill per role base on the SOW)
• Performance Bonus (Creation & reporting)
• Recognition Awards
• Build, track and enhance - Workforce CoordinatorTeleperformanceSep 2018 - Apr 2019 (8 months)Duties and responsibilities:
• Scheduling
• Forecasting
• Capacity plan
• Prevision vs Execution (depending on the contract type and payment method)
• Client Communication
• Real Time Management
• Responsible for generating alerts to maximize the efficiency and revenue of the assigned LOBs
• Internal Workforce review – intraday analysis, weekly and monthly
• Review the mid-term and long-term forecast, meet with the client and inform regarding capacity
Achievements:
Built the WF team from scratch in a new account
Increased agent’s efficiency by dedicating the agents to specific communication channels
Increased the Gross Ma - Talent Acquisition CoordinatorOverpassOct 2017 - Sep 2018 (1 year)Interview candidates based on client needs
Call prospects to schedule interviews with our clients
Profiling
Select best candidate per account - QA ManagerWebhelp OneLinkOct 2015 - Aug 2016 (11 months)Old Name: Onlink BPO
Duties and responsibilities:
• Create QA Department per LOB and Channel
• Direct, coordinate, select, monitor and develop the quality team.
• Point of contact of quality information between different departments
• Perform calibration sessions, standardizing processes
• Back up Account Manager leading the operation when he was absent
• Develop QAs to become Supervisors, Trainers or QA Leaders
• Report any identified interactions or non-ethical behaviors
• Build quality control reports and action plans to improve quality and customer satisfaction
• Select new QAs / Develop agents to become QAs
• Standardize coaching formats focusi - Associate QA ManagerSutherlandNov 2013 - Jul 2015 (1 year 9 months)• Direct, coordinate, select, monitor and develop the quality team.
• Point of contact of quality information between different departments
Perform calibration sessions, standardizing processes
Develop QAs to become QA Coordinators
Report any identified interactions or non-ethical behaviors
• Build quality control reports and action plans to improve quality and customer satisfaction
• Select new QAs / Develop agents to become QAs
• Create workshops to cover common areas of opportunities among agents or supervisors
• Aligned the general attributes of QA forms among different LOBs to standardize the department within the organization
• Backup other QA Coordinators or QA Manager - WFM & REPORTING SPECIALISTSutherlandMar 2012 - Nov 2013 (1 year 9 months)• Build KPI reports that helps the operation to have a better understanding of their indicators
• Send contractual Reports on time
• Build projections from historical data to analyze trends
• Schedule operational staff (consultants / agents), this includes activities outside the phone as training, feedback, group sessions, breaks, etc.
• Coordinate Traffic controllers
• Recruit Traffic Controllers
• Capacity Plans (Ramp up/Down)
• Review the mid-term and long-term forecast, meet with the client and inform regarding capacity - CMS ANALYSTBILATERALOct 2010 - Mar 2012 (1 year 6 months)• Track real time queues Build new reports (as needed)
Send contractual Reports on time
Report system issues
• Generate alerts regarding the bad usage of the states in the Avaya
Education
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- Local Government Tecnologist, Political Science and GovernmentServicio Nacional de Aprendizaje SENAJun 2017 - Dec 2018 (1 year 7 months)
- Bachelor of Business Administration - BBAPolitécnico GrancolombianoMar 2015 - Mar 2017 (2 years 1 month)
- Technology in HR Management, Human Resources Management/Personnel Administration, GeneralPolitécnico GrancolombianoMar 2013 - Mar 2015 (2 years 1 month)