Frank Colls

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Operations Manager, Client Services

Hire horatio

Oct 2024 - Current (9 months)

Developed a team of 13 professionals, including 10 Team Leads, 1 Senior Team Lead, 1 Real-Time Analyst (RTA), and 1 Senior BI Analyst, overseeing 4 service lines (tickets, tasks, and calls) with a total workforce of up to 200 employees while collaborating with management and teammates in the Dominican Republic to assure seamless execution. Responsible for monitoring operational and financial KPIs (ATT, ABS, CSAT, QA, AHT, TPH, etc), implementing performance strategies, and maintaining excellence across all metrics. Strengthen client relationships through regular touchpoints, ongoing business consulting and consistent policy compliance. Successfully scaled the operation from 40 to 200+ associates in 4 months while ensuring performance consis

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Operations Director (Company Partner)

Biomag Group

Apr 2023 - Jun 2024 (1 year 3 months)

• Optimized financial, operational, and product metrics, driving a 35% increase in revenue across retail and e-commerce accounts through data-driven analysis and action plans. (KPIs: Gross Margin, Sales Conversion, Issue Resolution, etc) • Managed Sales, Logistics, and Customer Service teams by designing SOPs that streamlined operations, resulting in a 50% improvement in team productivity. (KPIs: Schedule Adherence, ABS, Sales, CSAT, Inventory Accuracy, etc) • Strengthened logistics and warehouse operations, reducing delivery times by 33%, decreased inventory discrepancies and transportation cost by 35% each by implementing new strategic partnerships with delivery companies and closely following their performance. (Shipping time, Deliver

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Operations Manager

Teleperformance

Dec 2020 - Sep 2023 (2 years 10 months)

• Exceeded gross margin and service level targets by closely monitoring scheduled billing hours vs billed hours (maximizing agent attendance) impacting overall business profitability. • Drove operational excellence by managing customer service and sales lines for a max headcount of 200 associates in peak season, improving overall site ranking from 7th to 1st place globally through Six Sigma methodologies and targeted action plans (KPIs: Gross Margin, Service Level, Sales Conversion, QA, ABS, ADH, NPS, CSAT & ESAT) • Fostered client relationship resulting on site ramp up (40 FTEs to 170 permanent FTEs) and new site implementation in El Paso TX for 100 FTEs. I lead the implementation remotely from Colombia during 6 months assuring a succes

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Operations Supervisor

Teleperformance

Dec 2018 - Dec 2020 (2 years 1 month)

• Monitored key KPIs and metrics, ensuring continuous improvement in QA, ABS, ADH, NPS/CSAT, and employee satisfaction for teams of up to 20 associates in SALES and Customer Service lines. • Developed staff by identifying key behaviors, providing targeted coaching, and fostering personal growth opportunities, resulting in improved team performance.

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Frank's behavioral traits
Frank's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.