Barcelona, Catalonia, Spain
- Responsible for real-time workforce monitoring, attendance management, and schedule coordination to ensure optimal coverage and efficiency. Manages and updates Excel dashboards, prepares regular and end-of-month reports, and maintains organized workforce data to support accurate reporting, smooth transitions, and data-driven decisions in collaboration with team leaders.
- Operations Management: Maintained operational excellence by overseeing high-volume content moderation in bilingual (English/Spanish) queues for a major social media client. - Risk & Fraud Mitigation: Spearheaded the identification and neutralization of platform security threats and fraudulent behaviors. - Regulatory Compliance: Interpreted and enforced dynamic client guidelines and legal frameworks across reported user content. - Strategic Advisory: Acted as a subject matter expert to drive policy innovation, providing critical feedback for procedural updates. - Performance Excellence: Delivered consistent quality assurance and met rigorous SLAs within a cross-functional, global BPO environment.
Monitoring and analyzing live operational performance, ensuring adherence to set schedules and swiftly adjusting strategies based on real-time data. Performing reports, document findings, and engaging inroot cause analysis to tackle performance issues and ensuring operational alignment with organizational goals.
Reviewing and evaluating user-generated content for compliance with platform policies and guidelines. Floor support in order to align the market on ticket decisions.
Achieve business objectives and customer (internal and external) satisfaction. Increase and maximize business opportunities and offer a high level of customer service. Sales: Increase and maximize business opportunities and identify and clarify customer needs in order to recommend the service or product for every situation. Service: Use Knowledge acquired (skills and attitudes) to ensure customer satisfaction and attend Kindly customer in any situation and answer the requests via email.
Managed customer relationships, grew existing and new accounts, secured orders, and oversaw onboarding and implementation of new policies.
Implemented workflow procedures under General Manager direction, supervised daily operations, managed escalated customer issues, and ensured efficient workplace workflow.