Jessica G.
Mid-Level Operations Team Leader
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Jessica G. is a seasoned Operations Team Leader with a robust background in enhancing operational performance through strategic execution and people development. Based in Colombia, she has led teams at TDCX in Bogota, TaskUS in Medellin, and iQor Medellin, specializing in customer service operations and content moderation. Jessica excels in Operations Management, adeptly optimizing KPI compliance and service levels while collaborating with QA teams to refine evaluation standards. Her leadership is underpinned by strong Communication & Stakeholder Management skills, effectively conducting business reviews, managing workforce planning, and driving structured development initiatives. Jessica is also distinguished for her ability to coach and mentor, transforming team members into roles like RTAs through targeted Coaching & Mentoring and real-time decision-making training. She holds a background in Visual Arts and Architectural Design, complemented by bilingual proficiency in English and Spanish.
Experience
Operations Team Leader
TDCX Bogota · 2026 — PresentOversee customer service operations across inbound and outbound calls and chats, enhancing KPI compliance, service level achievement, and ongoing performance improvement through strategic staffing and coaching. Work collaboratively with QA to reassess and refine QA criteria and evaluation standards, establishing clearer quality guidelines for agents and leadership. Partner with a data analyst to facilitate workforce planning, optimizing schedules for agents and staff to maintain coverage, attendance, adherence, and operational efficiency. Train agents in RTA functions, focusing on workforce management, coverage control, attendance monitoring, and real-time operational decision making. Conduct weekly and monthly business reviews with the client, providing insights on operational performance, improvement strategies, actions taken, and business outcomes.Operations Team Leader
TaskUS Medellin · 2025 — 2025Direct and develop a team of content moderation analysts through daily coaching, performance feedback, and tailored action plans aimed at enhancing accuracy, adherence, productivity, KPI achievement, and overall operational performance, while ensuring full team coverage and service level compliance. Facilitate a clear understanding of moderation policies, QA standards, and operational metrics via calibration sessions, coaching, and alignment processes supported by QA, maintaining policy compliance across the team. Foster team accountability and ownership by implementing structured development plans aimed at performance enhancement and ongoing operational excellence. Offer continuous support, emotional guidance, and effective communication to assist analysts in navigating product challenges, while creating resources and tools that bolster understanding, resilience, and overall team efficacy.Operations Team Leader
iQor Medellin · 2024 — 2025Manage customer service operations by overseeing team performance, KPIs, and service level compliance, ensuring proper line coverage and operational effectiveness across calls and daily workflows. Supervise interval coverage and staffing distribution while addressing real-time operational needs to guarantee stable response times and workflow efficiency. Maintain quality standards to ensure call excellence, addressing operational challenges promptly and driving effective problem solving in support of business objectives. Guide agents towards growth opportunities in various operational areas through coaching, structured training, and performance-focused development, reinforcing themes of ownership and operational execution.
Skills & Expertise
Education
- Visual ArtsTecnologico de artes Debora Arango
- Architectural DesignUniversidad Catolica de Colombia
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