Experience

Buwelo Corporate

• United States
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Operations Supervisor

  • May 2011 - Present

  - Manage Multiple Projects, troubleshoot and communicate with the client. - Evaluate processes, workflow and recommend process improvement plans. - Responsible for the management and coordination of projects ensuring all required functions are performed accurately and within the client expectations. - Responsible for administering, developing, and maintaining security, integrity, performance, and standards of the department. - Conduct and participate Operation meetings - Produce, reconcile and review reports as requested by the client. - Monitor productivity, quality control, and training reports. - Responsible for planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. - Analyzes project profitability, revenue, bill rates and utilization. - Make a decision based upon the evaluation of information and the use of sound judgment - Establish employee goals and conduct employee performance reviews. - Assist with recruiting efforts.



Sourcecorp Philippines

• Olongapo City, Philippines

• Production Manager

  • Oct 2005 - May 2011

  • Providing leadership to subordinates amongst them, Supervisors and Agents • Responsible for the effective management of a team of approximately 6 to 10 Supervisors • Responsible for ensuring that the Company and client goals are met with regards to productivity and quality and that all Company and client procedures are followed • Analyzing data and making adjustments in order to ensure prompt and effective completion of client programs • Prioritizing and Scheduling programs to meet client goals • Developing and implementing appropriate personal objectives that support each department’s objectives and the overall company business plan • Monitoring Service Level • Arranging coverage of Supervisors • Monitoring over time and extra hours, monitor schedules and schedule changes to meet business needs • Conducting meetings with Supervisors to monitor daily and weekly reports • Counseling Customer Service Representatives • Conducting termination of subordinates • Coordinating and delegating special programs and projects • Attending meeting with Management concerning client issues • Assisting and guiding Supervisors with questions and requests • Effectively, conducts yearly performance reviews for subordinates in accordance with Company’s policy • Help train and develop representatives • Monitoring same calls observed by Supervisors to ensure that Supervisors are calibrated with clients policies • Responsible for escalating and checking payroll disputes if there is any