Edinson Lopez BPO Management | Quality Assurance Management | Workforce

Workforce Manager

Proper AI

Apr 2024 - Current (2 years 5 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 to increasing the company’s operating margin from 3

Site Manager Assistant | Quality Assurance Manager| WFM

Esri Colombia

Apr 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 Career plans (Agents, GLs/Supervisors, QAs, RTAs, Training & WF) • Coach S

Workforce Coordinator

Teleperformance

Sep 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 Margin based on schedules proposals Client: 2 Confidential clients – A.

Talent Acquisition Coordinator

Overpass

Oct 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 Manager

Webhelp OneLink

Oct 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 focusing both operation and quality towards the same goal. • Create w

Associate QA Manager

Sutherland

Nov 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 • Guarantee Sampling plan attainment above

WFM & REPORTING SPECIALIST

Sutherland

Mar 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 ANALYST

BILATERAL

Oct 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

Edinson Lopez

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