Ramiro Raffioni

Gerente @ Provincia NET

About

Soy un convencido de que los grandes resultados nacen de equipos comprometidos, procesos claros y una cultura que ponga al cliente en el centro, no como eslogan, sino como decisión de gestión. Con más de 20 años liderando Centros de Contacto, ayudo a transformar operaciones complejas en modelos eficientes, humanos y escalables. Me especializo en liderar equipos diversos, integrando tecnología, datos y metodologías de mejora continua para alcanzar objetivos de negocio sin perder de vista el valor de cada persona. No creo en fórmulas mágicas, pero sí en el trabajo bien hecho, el liderazgo con propósito y en crear entornos donde la gente quiera dar lo mejor de sí. ¿El resultado? Clientes más satisfechos, equipos más comprometidos y resultados sostenibles.

Country

City

Argentina

Industry

Telecommunications

Skill

Resolución de problemas, Metodologías ágiles, Fidelización de clientes, Gestión de relaciones con clientes (CRM), Competencias transversales, Gestión de atención al cliente, Línea de negocio, Ejecución de proyectos, Servicio de atención al cliente, Aptitudes para la coordinación, Gestión de proyectos, Gestión de experiencia del cliente, Mejora continua, Dirección general, Workforce Management, Process Improvement, Call Center, BPO, Customer Satisfaction, Outsourcing

Experience

Gerente

Provincia NET

2016-7 - Present · 10 yrs 3 mos

Argentina

Subgerente

Provincia NET

2015-1 - 2016-6 · 1 yr 6 mos

Jefe de Área, Centro de Contactos

Bapro Medios de Pago S.A.

2012-8 - 2015-1 · 2 yrs 6 mos

Gerente de Operaciones

Sulprom S.A

2012-5 - 2012-7 · 3 mos

Workforce Senior Manager

TTEC

2007-7 - 2012-4 · 4 yrs 10 mos

Workforce Senior Managers supervise the operational and fiscal activities of the Workforce Management department. They ensure accuracy of billing processes and procedures for all clients within the site. WFM Managers identify and report on account profitability opportunities and recommend strategies to improve processes. They maintain focus on operational effectiveness of the center and ensure that client requirements, service levels, and expectations are met. WFM Senior Managers are held accountable for schedule adherence, service level, and absenteeism. They forecast and prepare for call volume, as well as monitor and report on in chair occupancy, average call handle time and other components of the overall work flow. WFM Senior Managers may be directly involved in preparing plans and meeting with prospective clients. They develop and lead WFM team. WFM Senior Managers oversee all aspects of the delivery of workforce management. Work daily to improve processes and performance that enhance bottom line results. Work closely with business partners and clients to resolve all related staffing and scheduling issues. Improve efficiency and accuracy of business process; create and implements process improvements. Manage the staff in accordance with company policies, procedures, and client service level metrics and expectations. Responsible for team engagement, leadership, performance management, coaching and talent development. WFM Senior Managers adhere to the Company key performance objectives, indicators, metrics, and ratios ensuring maximum team performance. Create and maintain a positive work environment.

Global Outbound Services Manager

TTEC

2003-12 - 2007-7 · 3 yrs 8 mos

Leader of the GOS (Global Outbound Services) Team. Create, development, implementation and maintenance of personalyzed reports for production metrics analytics at agent and campaing levels on Oracle and Avaya CMS environments. Tier 1 support for Teletech's proprietary software and from others like InSite, Avaya CMS, EyeQ360, Aspect Conversations, Channel Manager, etc. Database administration (Microsoft SQL Server, Access, Oracle and Informix) Analysis y design of productivity metrics in Call center environments. Administration and support for Aspect's (Melita) Conversations 5.0 and 6.0 dialer systems Administration and support for Cisco IPCC/Calltech/OnQ dialer systems. Dialing strategies design and analysis.