Enrique Lopez Davila
Operations Supervisor @ Solera | México
About
I’ve been working in the call center industry for the last 4 years, and I’ve grown up as a person, both emotionally and professionally. I consider myself as someone ambitious since I’m always looking for improvement in my general performance, therefore, I like being focused on achieving goals. Also, I like to help my co-workers with anything on my hands and I think team-work is the most important part in any company.
Mexico
Mexico City
Outsourcing/Offshoring
Operations Management, Analytical Skills, Performance Metrics, Problem Solving, Goal Seek, Customer Satisfaction, Resolución de problemas, Investigación y desarrollo, Microsoft Office, Liderazgo, Microsoft Excel, Liderazgo de equipos, Gestión y motivación de equipos, Desarrollo del personal, Trabajo en equipo, Atención al cliente, Inglés, Manejo de grupo, Adaptabilidad, Disposición
Experience
Operations Supervisor
Solera | México
Operations Supervisor
Pentafon
- Overseen 60+ agent's teams. - Key player on de-escalating process of the day by day. - Submit and review agent's payroll and bonuses. - Monitor auxiliaries and handle time to achieve service level goals. -Professsional development of people in charge to work in specialized rosters.
Operations Manager
Call Center Services International
Ciudad de México, Ciudad de México, México
- Manage operation of 80+ agents and 4 supervisors - Daily and weekly one on one meetings with Client and HQ staff members - Accountable for KPI's performance such as AHT, NPS, SLs and QA - Develop Performance Improvement Plans and follow ups with supervisors focused on low performer agents - Implement action plans to reduce learning curve, minimize attrition and attendance issues - Send monthly bonuses based on performance
Operations supervisor
Call Center Services International
In charge of up to 40 agents teams Present weekly KPI's in the Weekly Business Review Present KPI's of the last 3 months in the Quarter Business Review Have weekly one on one meetings with Client to review metrics and for uptraining purposes Have coaching sessions and team huddles with the agents to reinforce processes
Training Coordinator
Call Center Services International
Ciudad de México y alrededores, México
- Providing necessary knowledge and developing skills to the new hires - Uptraining sessions with agents, team leads and supervisors regarding changes in the campaign - Follow up feedbacks with new hires and low performance agents so they could improve their metrics
Operations supervisor
Telvista
Ciudad de México y alrededores, México
- In charge of up to 20 agents teams. - Helping representatives achieving their goals, so the client could be satisfied. (Monitoring KPI’s, like QA and customer satisfaction surveys) - Make sure we achieve our Service Level goal doing SOD (Supervisor on Duty) tasks, in order to control average handle time and auxiliaries. - Professional development of people in charge
Enrique Lopez Davila's Contact Information
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