Julio Ivan Urena

Experience

• 

  Datavimenca

  Feb 2006 - Jan 2010

  Operations Supervisor

  Responsible for planning, supervising staff, maintaining the quality and costs of operations within the limits specified by the client (Wells Fargo). Authorize or decline transactions based on availability, balances of savings accounts or credit cards to customers, First Data.

• 

  • Affiliated Computer Services (ACS Business Tech).-

  Jul 2010 - Jun 2011

  Operations Manager

  Responsible for planning, supervising staff, maintaining the quality and costs of operations within the limits specified by the customer (Sprint). Working with payroll and project accounting estimates. Assist in the development of supervisory staff to make the most effective in their leadership role. Serve as point of contact between ACS and Sprint for the implementation of any plan.

• 

  Nearshore Teleservices

  Jan 2011 - Jan 2012

  Site Director (Call Center)

  Responsible for the administration and accounting of different campaigns in Republica Dominica Insight handles. Our main customer is Claro Puerto Rico, where we support in the area of ​​Customer Service, Sales and Surveys. Charge departments besides quality, training and technology in order that they are effective and follow the guidelines of the company. Developed procedure manual for the company, which explains in detail all processes from recruiting staff until it reaches production. Design part of the center reports, either reports that are sent to the client every hour, as the daily, weekly and monthly where they study and analyze the indicators for each campaign. Work and supervise operations managers of the areas so that they meet the production targets. Show less

• 

  Alorica

  Dec 2012 - Aug 2015

  Performs extensive levels of managing operational performance against client requirements. Regular supervision is exercised over Team Managers or Shift Manager. This blended position includes both Client Services and Operations duties supporting programs with headcount of ninety (90) or more. Job Functions: •Performance Management against client requirements •Business Process and Quality Improvement •Staff Development/Mentoring •Budget and Fiscal Management Key Job Responsibilities: •Overseas all aspects of employee training and development related to programs and client needs •Ensure all company policies and procedures are adhered to at the new centers. This includes promoting a healthy work environment with honesty, integrity, and respect for all employees. •Manages all financial and budgeting responsibilities of operational support division. •Oversees performance and quality standard reviews to ensure outcomes meet client expectations. •Troubleshoots and creates action plans to quickly and effectively address problems. • Identifies process improvement opportunities to drive operational efficiencies operation. •Monitors all key metrics in support of meeting/exceeding initiative objectives. •Maintain positive, consistent, and effective communications with staff and Senior Leadership teams Show less Responsible for assisting in the development of staffing schedules, utilizing forecasts and other information that optimizes the fit between employee needs and call center resource requirements. Responsible for answering associate scheduling questions and interacting with the central scheduling team. Additional responsibilities include, but are not limited to: analyzing WFM data to indentify and provide proactive information that improves current business metrics, entering new hires and processing terminations within WFM application, approving shift swaps within the center, processing PTO requests within WFM tool. Performs regular review and monitoring of call volumes, patterns, productivity, and other activities of call center agents to ensure appropriate traffic and servicing levels are maintained. Job Function:• Workforce Management Advocate to the Call Centers • Partnership with the Account Managers and Operations Managers. •Results Tracking, Analysis and Reporting•Assist scheduler/Regional Manager with production and distribution of revised work schedules and in reviewing agent requests for time off such as vacation and personal days. Call Monitoring and other duties as assignedKey Job Responsibilities•Prepares materials, communications and results on the workforce management overall team. Communicates successes and issues real time to impacted managers. Prepares employee communications as needed to ensure culture change is positive experience to all within the call center environment. Successfully gets others to be passionate about winning and changing; leads and works well with people, able to motivate others, regardless of position within organization.•Direct interaction with account managers and operations managers within a site or across sites. Interaction required to ensure project type activities are delegated appropriately across the workforce management team and ensures timely completion of same. Show less

  • Senior Operations Manager

    May 2014 - Aug 2015

  • WF Site Manager

    Dec 2012 - May 2014
• 

  Grupo Universal

  Aug 2015 - Mar 2020

  Customer Service Manager

  •Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.•Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.•Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.•Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.•Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.•Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.•Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Show less

• 

  Scotia GBS Dominican Republic

  Apr 2020 - now

  Sr. Operations Manager