Favio Estevez Castro
Bilingual professional with 15 years of experience in the call center industry with excellent personal skills and vast experience in managing large groups of people, ability to work under pressure without direct supervision. Responsible, proactive, good team player, with the capacity to complete ass
Experience
- Lead and supervise the recruitment, incorporation, operations and production of our virtual call center with more than 1,000 interpreters. - Regular meetings with clients to present update reports of the contracted services. - Create work orders in Plunet to deliver invoices to clients and payments for interpreters.
Lead and Supervise recruiting, onboarding, operations, and production for our virtual callcenter with over 1,000 work at home interpreters. -Meet with clients regularly for service updates and feedbacks.
- Supervision of the comm-room. - Payroll reports confection for by-weekly payments processing. - Attendance and attrition tracking. - Supervise and participate in the hiring process of Spanish and Creole interpreters. - Provide performance feedback to the interpreter to help them achieve the necessary ratingsrequired by the client. - Elaborate weekly FTE reports and power point presentations to show the project’s overallperformance (adherence, hiring, attrition, tenure, performance ratings).
- To assist the company’s General Manager with the operations management and personnelsupervision of over 300 people. - Supervision of the supervisor’s staff. - Payroll reports confection for weekly payments processing. - Schedule adherence report confection for upper management. - Hours and minutes report confection for the Affiliate partners in order to verify the finalinvoices. - Performance of any task assigned by the General Manager of the Company.