Omar Ponciano

Executive Consultant specializing in Senior BPO Operations

Senior BPO Operations Manager, actively leading internal operations teams that meet and exceed business objectives (client and corporate service, quality and contribution goals, as well as financial, metric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPI’s across the site. Line management responsibility for Coaches/Team Managers, managing the day-to-day operations of a team of Agents/Advisors handling customer questions and issues. Supervisory responsibility for multiple teams with more than one client. Conduct meetings with Coaches/Team.