Associate Director for Operations

* Lead teams of up to 300 FTE, supervising daily performance as well as training and improvement
plans.
* Conducted a study that lead to a KPI being waived, positively impacting our overall
performance attainment and our financial bonus/penalty.
* Analysis - Manages call center operations by means of reviewing and analyzing reports,
records, and data to ensure that all quality, efficiency, and productivity standards/targets
are met.
* Reporting - Analysis of reports rooting from several sources (whether client-based or
internally-generated reports) essential in the day-to-day functions. Highly keen on the
details provided & hold Operations and/or other departments accountable to take actions on
areas needing improvement.
* Goal-Setting - Sets operational goals and business objectives. When needed, translates these
goals into actionable items from Operations Managers down to Team Leaders level. This includes
setting or recommending topics for pre- and/or post-shift meetings/huddles with respective
groups discussing goals, trends, action plans, among other announcements; including checks &
balances (i.e. check for understanding).
* Discipline - Maintains a strict form of discipline at all times, in terms of processes and
policies. May implement corrective actions to address performance gaps and analyze trend data
to coach Operations Managers and Team Leaders to attain goals and objectives. Specific
follow-through activities are also required. This includes Remediation Programs, Performance
Success Plans, etc.
* Client-Dealing - Conducts interactions and regular communication with the vendor manager, in
partnership with the Client Services. Interactions include (not limited to): client call
calibration, coaching observation, performance rankings and reviews, staffing, daily
summaries, among others. Meeting deadlines for client requirements is a must. Participated in
project calls to launch a program and familiarity with SOW (Statement of Work) and other
contractual obligations.
* Workforce Management - Keeps a close watch on WFM in terms of staffing requirements, schedule
adherence, recruiting overtime as the business requires; etc.
* Motivation - Formulates and proposes strategies, and taps the necessary teams, to motivate
teams and agents alike. This can include incentive programs, hypes, and other employee
engagements.
* Quality - Works with the Quality Team and with the client side to make sure VXI Operations
conform to all guidelines and quality standards set
* Training - Works with the Training Team to provide Operations with necessary acceleration
huddles and skills transfer sessions.
* Kept operations responsive and agile with proactive solving of routine and complex concerns.

* Top performing Operations Manager for two consecutive years
* Manage the performance of 5 to 7 production teams
* Understands performance measures, calculation, and consistent achievement of the account's
goals
* Executes management-initiated action plans and creates own hype for the division
* Identifies root cause of performance variance and create necessary action plans
* Conducts FGD sessions, customer experience alignment, coaching triads, and real time
monitoring
* Attends calibration sessions and performance discussions with the client
* Works with other support groups (quality analysts, trainers, HR, workforce, etc.) for
operational and administrative concerns
* Handles escalation/manager calls
* Conducts final interviews for the account's internal and external applicants for agent and TL
positions.
* Trained and guided team members to maintain high productivity and performance metrics
* Maintained team efficiency by strategically delegating daily activities, monitoring output and
rewarding positive contributions
* Applied strong leadership and problem-solving skills to maintain performance and organize
structure to meet daily deliverables

support)
* In charge of a team composed of 12-14 inbound level 2 technical support agents who offer
technical expertise while providing excellent customer experience to AT&T U-verse members
(provided support to customers via phone and chat support to level 1 technical support agents)
* First point of contact for escalations and in contact with multiple AT&T departments to ensure
customers' issue resolution
* Manage general performance parameters for the entire team through effective setting of
expectations, coaching, monitoring, evaluating and reinforcing performance through periodic
performance reviews, mentoring, skill building and improvement plans
* Provide opportunities for employee development through counseling, identifying of high
potential employees, delegating special projects, and facilitating task forces
* Focus on employee-related concerns such as attrition, absenteeism, morale, disciplinary
action, conflict resolution and/or employee grievances, motivation through collaboration with
Employee Relations and concerned parties
* Ensure alignment of individual and business goals through constant communication, training and
monitoring of agents, to guarantee excellent customer experience is provided to customers