N

Nicolas

About

Detail

Bogota D.C., Colombia
Contact Nicolas regarding: 
work
Full-time jobs

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • GroupCOS
    Senior Supervisor
    GroupCOS
    Jan 2025 - Current (1 year 10 months)
    Lead and manage operational teams to achieve performance targets, including quality, productivity, and client KPIs. Coach, mentor, and develop team leaders and agents to enhance individual and team performance. Analyze performance reports and metrics to identify trends, risks, and opportunities for improvement. Implement strategic action plans to address service delivery gaps, manage escalations, and ensure client satisfaction. Collaborate with cross-functional teams (QA, WFM, Training, HR) to align operations with organizational goals.
  • F
    Supervisor
    Foundever BPO
    Dec 2022 - Jan 2025 (2 years 2 months)
    Collaborated with managers to create operational plans, determining the number of agents and hours required per interval. Drove operational and customer service metrics by motivating representatives, holding them accountable for performance, and providing consistent, targeted feedback. Action planning and root cause analysis to address behaviors and opportunity areas, meeting key performance indicators (KPIs) for calls, chat, and tickets. Conduct regular team meetings, feedback sessions, and performance reviews to maintain high levels of engagement and accountability.
  • F
    Real Time Analyst
    Foundever BPO
    Jan 2022 - Dec 2022 (1 year)
    Maintain service level agreements by proactively responding to operational challenges and recommending corrective actions. Analyzed large databases to create reports that provide insights into campaign performance metrics. Utilize WFM tools such as NICE IEX, Verint. for schedule management, reporting, and monitoring. Analyze intraday performance and take immediate action to address staffing shortages, call spikes, and adherence issues.
  • Foundever
    Agent
    Foundever
    Sep 2021 - Dec 2021 (4 months)
    Provide accurate information, support, and solutions to customer inquiries, issues, or requests in line with company policies. Demonstrate strong problem-solving skills to resolve customer concerns effectively during the first interaction. Meet and exceed key performance indicators (KPIs) such as quality scores, customer satisfaction (CSAT), average handling time (AHT), and first-call resolution (FCR).
Education verified_user 0% verified
  • [
    Business Management Degree
    [EAN University]
    Jun 2021 - Jan 2023 (1 year 8 months)
  • [
    International Business Degree
    [EAN University]
    Jun 2016 - Jan 2021 (4 years 8 months)