Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Jose Alvarado Silva

Jose Alvarado Silva

Tegucigalpa

Summary

Strategic Information Technology Manager with a proven track record in steering organizations towards successful technology navigation. Expertise in enhancing operational efficiency through the design and implementation of strategic plans. Strong ability to translate complex technical requirements into actionable business solutions, fostering collaboration among internal and external stakeholders. Committed to aligning technological initiatives with organizational goals for sustained growth.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Workforce Manager

Teleperformance
Tegucigalpa
03.2024 - Current

  • Lead forecasting, real-time, and scheduling teams, ensuring alignment with business goals.
  • Develop team capabilities, drive engagement, and foster a culture of continuous improvement.
  • Balance workload distribution across analysts to optimize accuracy and efficiency.
  • Develop and refine forecasts using historical trends, business drivers, and market conditions.
  • Create capacity plans to optimize staffing levels based on forecasted volumes, ensuring SLAs are met.
  • Maintain financial billable caps, balancing cost efficiency with contractual obligations.
  • Monitor and report on payroll efficiency, ensuring alignment with budgeted hours and billable time.
  • Manage bill-to-pay ratios, ensuring financial efficiency while maintaining workforce utilization.
  • Optimize billable per gross FTE efficiency, reducing idle time and increasing profitability.
  • Act as a front-facing liaison with clients, ensuring transparency in workforce operations.
  • Manage eight accounts, ensuring service levels, staffing, and efficiency align with client expectations.
  • Provide performance insights, workforce recommendations, and strategic planning to clients.

Senior Operations Manager

Ibex
Tegucigalpa
05.2023 - 03.2024
  • Provide strategic direction and guidance to the contact center team
  • Streamline processes, analyze metrics, and identify areas for efficiency improvement
  • Lead and mentor a team of contact center professionals, fostering a high-performance culture
  • Set performance goals, track metrics, and implement initiatives to improve performance
  • Enhance service quality, address customer concerns, and drive customer satisfaction
  • Stay updated with contact center technologies and drive innovation to improve operations

Contact Center & Workforce Manager

Teleperformance
Tegucigalpa
09.2021 - 05.2023
  • Manages and is responsible for day-to-day activities of one or more unit of operations, overseeing all aspects of contact center management
  • Strategically plans and executes initiatives to enhance profitability, productivity, and efficiency throughout the company's operations, focusing on holistic improvement across departments
  • Manages the daily/weekly/monthly P&L and develops annual operating budgets, providing fiscal direction for the department while considering the broader organizational goals
  • Oversees the daily operation of the contact center and its various components, ensuring compliance with service level agreements (SOW) and achieving KPI goals, including CSAT, ESAT, and KSAT, with a focus on delivering exceptional customer experiences
  • Prepares and reviews financial and operational analysis and reports on a regular basis to identify opportunities for improvement and inform strategic decision-making

Business Intelligence Manager

Emerge BPO
Georgetown
05.2018 - 10.2020
  • Company Overview: (Remote)
  • Responsible for leading strategic design and deployment of BI semantic model reporting involving ETL backend process
  • Responsible for business Analytics and data engineering while maintaining accuracy and efficiency in the information
  • Analyze all complex data and identify requirements for business enhancement in project
  • Prepare WFM and scheduling interfaces for current staff including forecast commitment and compliance
  • Prepare and present weekly, monthly and quarterly Business reviews with current and historical successes and opportunities in KPI compliance
  • Create, Code and Maintain a HRMS System to comply with Human Resources needs
  • (Remote)

MIS Assistant Manager

24/7 Intouch
Tegucigalpa
01.2017 - 05.2018
  • Implemented and managed new reporting and workforce tools to improve the coverage and efficiency of the job
  • Assessed existing systems including payroll/billing automation, accounting and real-time reporting and analytics capabilities
  • Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose
  • Led and assisted technical upgrade projects for clients by working and coordinating developers for integrations
  • Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose
  • Managed a team of 5 command center analysts, driving productivity and reducing process lags by effectively training staff in best practices and procedures
  • Focused on the development of automation processes and use of programming languages to leverage efficiency

Assistant Operations Manager

24/7 Intouch
Tegucigalpa
08.2014 - 08.2016
  • Applied performance data to evaluate and improve operations, target to current business conditions
  • Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels
  • Taught employees how to collaborate on daily job tasks and achieve service targets
  • Enhanced employee management by developing schedules, tracking time and administering payroll
  • Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer
  • Worked with support teams to resolve issues with product, service or accounting areas
  • Enforced quality assurance protocols to deliver ideal customer experiences

Operations Supervisor

Startek
Tegucigalpa
08.2014 - 08.2016
  • Provided constructive criticism regarding quality assurance the team's phone calls
  • Directed personnel training and mentored team members to promote productivity, accuracy and commitment to friendly service
  • Increased customer retention and satisfaction by closely monitored team member performance and assessing problematic practices
  • Optimized customer support by establishing collaborative service environment
  • Coached team members in customer service techniques, providing feedback and encouragement toward reaching KPI goals

Education

Engineering - Computer And Information Sciences

UNICAH
Francisco Morazán
01.2011

High School Diploma -

Mayan School
Francisco Morazán
06.2006

Skills

  • Site Management
  • Operational Strategy
  • Workforce Management
  • Business intelligence
  • Financial Analysis
  • ETL processes
  • Workforce optimization
  • Client management
  • Python programming
  • SQL and databases
  • Forecasting techniques
  • Capacity planning
  • Financial reporting
  • Master data management

Certification

Teleopti WFM Certification, 01/01/19, Hyderabad, India

Languages

  • English, Native
  • Spanish, Native

Timeline

Workforce Manager

Teleperformance
03.2024 - Current

Senior Operations Manager

Ibex
05.2023 - 03.2024

Contact Center & Workforce Manager

Teleperformance
09.2021 - 05.2023

Business Intelligence Manager

Emerge BPO
05.2018 - 10.2020

MIS Assistant Manager

24/7 Intouch
01.2017 - 05.2018

Assistant Operations Manager

24/7 Intouch
08.2014 - 08.2016

Operations Supervisor

Startek
08.2014 - 08.2016

Engineering - Computer And Information Sciences

UNICAH

High School Diploma -

Mayan School

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Jose Alvarado Silva