Leslie C.

Experience

• 

  Cognizant

  Mar 2010 - Jul 2020

  Operations Manager

  • Ensure operational effectiveness through strategic planning and clear direction.• Manage and improve daily call center operations performance through monitoring, problem resolution, system audits and quality assurance measures.• Meet account objectives (Service-level Agreement and KPI's), conduct staff and prepareperformance analysis report on a weekly,monthly and quarterly basis to business stakeholders.• Coordinate transitions of new processes within the account.• Participate in creation of contracts - Revenue Units definition (RU).• Metrics design and SLA's based on customer needs and company capability.• On boarding of operations staff and creation of support teams for ramp phase.• Collaborate with human resources department objectives by interviewing potential candidates and outlining clear job expectations.• Enforcing policies and procedures.• Appraising, and reviewing job contributions.• Worked well in a fast-paced and rapidly changing environment.• Capable of managing 100 direct/indirect reports for blended processes (Inbound, Outbound and offline work). Show less

• 

  SkyCom Call Center

  Sept 2020 - Mar 2022

  • Maintains and improves call center operations by monitoring system performance of multiple accounts; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs for client requirements.• Accomplishes call center human resource objectives by participating in recruitment process, interviewing potential hires and outlining clear job expectations; selecting, conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments. • Establish a high standard for productivity, quality, customer service as well as define user guidelines. • Maintain consistent professional improvement through company provided workshops, tracking call center trends and consistent feedback to direct reports. • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. • Taking on other tasks or projects to support employees, other managers, and call center operations – such as defining KPI´s, establishing SOP´s, creation of SOW´s, etc. Show less

  • Director Of Operations

    Mar 2021 - Mar 2022

  • Operations Manager

    Sept 2020 - Mar 2021
• 

  Ubiquity

  Mar 2022 - now

  • Senior Operations Manager

    Dec 2022 - now

  • Operations Manager

    Mar 2022 - Dec 2022