Humberto Alves

Experience

• 

  Rh+

  Apr 2007 - Oct 2007

  Advisor

  Inbound & Outbound CallsB2C and B2B Support1 P Tech Support

• 

  Select

  Mar 2009 - Apr 2011

  Responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weeklyIdentify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employmentCommunicate expectations to employees and provide timely updatesProvide subject matter expertise in handling escalated customer calls as neededStay current on internal work processes, policies and procedures. Attend required manager development training Show less

  • Operations Supervisor

    Nov 2010 - Apr 2011

  • Advisor

    Mar 2009 - Oct 2010
• 

  Adecco Group

  May 2011 - Jul 2015

  Leader of Team Managers handling teams within a Tier 1 and Tier 2 environmentEnsure Weekly, Monthly, Quarterly and Annually reviews with the ClientProvide, build, improve and ensure knowledge and added value with Client's processesEnsure SLA's agreements within contract(Across all lines of Business)Headcount Forecast and Analysis for Financial ImpactsAssuring operational strategies based on statistical data and SLAs achievementEnsure control for all aspects directly or indirectly related to the OperationFinancial & Budget ForecastHuman Resources coverage across all teams, from agents, QAs and Team LeadersWage Receipts Review and Correction on a Monthly BasisPivot Multi-skill Pilot across multiple lines of business Show less Responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weeklyIdentify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employmentCommunicate expectations to employees and provide timely updatesProvide subject matter expertise in handling escalated customer calls as neededStay current on internal work processes, policies and procedures. Attend required manager development training Show less

  • Operations Coordinator

    Apr 2012 - Jul 2015

  • Team Leader

    May 2011 - Mar 2012
• 

  Randstad Portugal

  Aug 2015 - Dec 2015

  Contact Center Manager

  Leader of Team Managers handling teams within a Tier 1 and Tier 2 environmentEnsure Weekly, Monthly, Quarterly and Annually reviews with the ClientProvide, build, improve and ensure knowledge and added value with Client's processesEnsure SLA's agreements within contract(Across all lines of Business)Headcount Forecast and Analysis for Financial ImpactsAssuring operational strategies based on statistical data and SLAs achievementEnsure control for all aspects directly or indirectly related to the OperationFinancial & Budget ForecastHuman Resources coverage across all teams, from agents, QAs and Team Leaders Show less

• 

  Concentrix

  Dec 2015 - now

  - Responsible for coaching and supervising a group of Operations Managers and/or Team Leaders- Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilisation and retention - Ensures program has proficient training, staff development, and effective employee relation/recognition programs- Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organisation’s policies and applicable legal requirements- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance- Analyse and maintain all Client Service Level Agreements; implement improvement plans as needed- Ensure that the operations is in compliance with active contracts- Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction- Partnering with Business Development to leverage and expand new business from client(s)- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA and IT - and partner to define action plans that resolve issues and drive continuous improvement- Maintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trends Show less - Leader of Team Managers handling teams within a multilingual and multicultural environment- Support to different channels in multi language (Voice, Chat, Email and Content Moderation)- Ensure Weekly, Monthly, Quarterly and Annually reviews with the Client- Provide, build, improve and ensure knowledge and added value with Client's processes- Ensure SLA's agreements across business- Headcount Forecast and Analysis for Financial Impacts- Forecasting based on statistical analysis (historical data)- Assuring operational strategies based on statistical data and SLAs achievement- Ensure control for all aspects directly or indirectly related to the Operation- Continuous improvement through DMAIC methodology- Financial & Budget Forecast- Experience with Clients and Vendor Management Teams, within E-commerce, Technology and Tourism industries- Experience working at home (4 years) and Onsite Show less Responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.Responsible for the supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirementsEffectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weeklyIdentify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employmentEnsure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectationsCommunicate expectations to employees and provide timely updatesProvide subject matter expertise in handling escalated customer calls as neededConduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activitiesStay current on internal work processes, policies and procedures. Attend required manager development trainingPromote the Concentrix values through both behaviour and attitude, including being an advocate for team members Show less

  • Senior Operations Manager

    Dec 2021 - now

  • Operations Manager

    Mar 2019 - Dec 2021

  • Team Leader

    Dec 2015 - Mar 2019