Jocelyn Datu Nidea
Summary
Experienced call center manager with a successful history of leading teams in BPO companies. Demonstrates strong team leadership, motivational, and coaching skills. Proficient in telephony systems technology with a consultative coaching approach. Skilled in interviewing, hiring, and setting performance goals to drive efficiency, meet sales targets, and maintain quality assurance standards.
Overview
21
21
years of professional experience
Work History
Operations Manager
IQOR Philippines
03.2015 - 05.2025
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
- Led operational workflows to enhance efficiency across multiple departments.
- Implemented process improvements that streamlined daily operations and reduced downtime.
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Provide leadership to front line Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.
- Drives continuous improvement through trend reporting analysis and metrics management.
- Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal or customer specific.
- Exchanges knowledge and information with other teams to ensure best practices are shared throughout the department.
- Department: Operations
- Date of joining: March 2015 - May 2025
Operations Supervisor
IQOR Philippines
08.2006 - 05.2014
- Directly supervises escalation team of senior agents.
- Oversaw daily operations, ensuring efficiency and adherence to company policies.
- Trained and mentored staff on best practices and operational procedures.
- Responsible for customer satisfaction and issue resolution.
- Provides and documents performance feedback through side-by-side coaching, performance reviews, goal setting and deficiency management.
- Participates in the interviewing process and makes hiring recommendations.
- Improves customer satisfaction and call quality by monitoring and providing feedback.
- Increases effectiveness of call monitoring and call quality by calibrating with the quality assurance department.
- Utilizes reporting to manage improvements in individual, team and queue performance.
- Supports and communicates business goals, quality standards, processes and procedures and policies.
- Resolves conflicts by dealing effectively with people in tense situations to strengthen working relationships and by confronting and resolving conflicts immediately while maintaining workflows and constructive relationships.
- Promotes positive staff, customer, and community relations by communicating organizational and departmental plans and priorities on a regular basis.
- Supports people’s efforts to develop skills, knowledge, and abilities that contribute to campus goals and the development of their careers.
- Gives employees ongoing behavioral feedback and performance appraisals.
- Effectively delegates responsibilities to staff with clear guidelines and direction.
- Department: Operations
- Date of joining: August 2006 – May 15, 2014
Operations Supervisor
e-GLOBALVOICE CORPORATION
08.2004 - 03.2006
- Implemented process improvements that enhanced workflow effectiveness and reduced downtime.
- Coordinated cross-functional teams to achieve operational targets and deadlines.
- Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
- Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
- Develop sales techniques of each customer service representative to drive revenue growth.
- Monitor interaction between staff and callers to ensure quality assurance standards.
- Review call center statistics to measure staff performance and the need for improvement.
- Department: Operations
- Date of joining: August 2004 – March 2006
Education
Bachelor of Science - Nursing
Our Lady of Fatima College
10-1999
Secondary - undefined
Concepcion Catholic School
Concepcion, Tarlac01.1995
Primary - undefined
Concepcion Catholic School
Concepcion, Tarlac01.1991
Skills
- Focuses on customer satisfaction
- Team development for client support
- Enhancing customer service quality
- Staff recruitment and development
- Service level management
References
Character references available upon request.
Work Location
RemoteTimeline
Operations Manager
IQOR Philippines
03.2015 - 05.2025
Operations Supervisor
IQOR Philippines
08.2006 - 05.2014
Operations Supervisor
e-GLOBALVOICE CORPORATION
08.2004 - 03.2006
Secondary - undefined
Concepcion Catholic School
Primary - undefined
Concepcion Catholic School
Bachelor of Science - Nursing
Our Lady of Fatima College
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