Charles B.
Mid-Level Operations Team Leader
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Charles B. is a highly experienced operations management professional with a robust track record of leadership within the business services industry. Most recently serving as an Associate Manager at Sutherland Global Services, he deftly managed a team of technical specialists for B2B technical support, overseeing productivity and quality performance. At Telus International Philippines, Charles B. held pivotal roles, such as Operations Manager for Roblox and Team Leader for Yahoo operations, where he meticulously implemented leadership tactics to enhance sales efficiency, structured team engagements, and partnered with senior leadership teams to boost employee satisfaction. Previously at VXI Global Solutions, he grew a sales and service team from 300 to over 1000 FTE while driving sales and CSAT performance. His adept skills in strategic leadership, operations management, and conflict resolution are complemented by notable training in Lean Six Sigma methodologies. Charles communicates fluently in English and possesses a foundational proficiency in Tagalog.
Experience
Associate Manager
Sutherland Global Services · 2024 — 2024Oversees a team of technical specialists providing B2B technical support. Manages productivity and quality performance, and oversees staffing and capacity planning. Scrutinizes and approves engagement activity proposals while ensuring program billability is met at an optimum level. Delivers quarterly updates regarding program growth and financial performance.Roblox Operations Manager
Telus International Philippines · 2023 — 2023Handles operations as a team leader, driving sales efficiency and maintaining integrity through leadership tactics. Establishes a cadence for team activities to enhance sales performance and engages closely with senior leadership in managing employee satisfaction. Conducts both weekly and monthly performance analyses on a team level.Yahoo Operations Team Leader
Telus International Philippines · 2022 — 2023Implements strategies to enhance sales efficiency while managing team-level engagement and activities. Partners with senior leadership to ensure employee satisfaction and retention. Analyzes team performance data on a routine basis.Barclays Operations Manager OIC
Telus International Philippines · 2022 — 2022Manages operations for a team of 700 FTE, directly communicating with the client to ensure that daily staffing requirements are met. Responsible for presenting weekly and monthly business reviews and leading program engagement activities while maintaining customer satisfaction performance within target levels.Barclays Operations Team Leader
Telus International Philippines · 2021 — 2022Fosters direct communication with clients to enhance customer satisfaction and net promoter scores. Actively participates in employee engagement and retention initiatives and conducts weekly performance reviews.Operations Team Leader
VXI Global Solutions Inc. · 2018 — 2021Led a sales and service line of business for AT&T, overseeing daily performance and making critical business decisions for the team. Monitored team performance and implemented monthly action plans to drive both sales and customer satisfaction. Managed productivity and attrition while ensuring compliance with integrity training.Subject Matter Expert
Convergys · 2012 — 2016Specialized in product-specific processes, facilitating training for product updates. Conducted monthly training needs analyses to enhance throughput and KPI pass rates. Managed engagement activities and coordinated other program events.
Skills & Expertise
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