Salvador J.
Senior Operations Director
Open to offersNew to PlatformAbout
Salvador R. is an esteemed professional with a rich background in sales, marketing, and customer service, bringing exceptional leadership to proficiently managed teams across various industries. As the current Director of Call Center Operations at TeamHired, he leads teams of telemarketers, team leaders, and managers to achieve outstanding performance metrics. Salvador has previously excelled as a Senior Client Partnership Manager at Athena, where he implemented performance improvement plans and managed client relationships diligently. During his tenure as an Operations Manager at TaskUs Philippines, he adeptly handled the recruitment and mentorship of 150-250 employees, enhancing communication effectiveness and productivity through strategic planning. His earlier roles include Senior Sales Trainer and Operations Supervisor, where he developed training modules and ensured the seamless execution of customer service standards. Salvador holds certifications such as Lean Six Sigma Yellow Belt and has been recognized for his achievements in sales coaching and IT services training. He is proficient in using various CRM tools and possesses a comprehensive understanding of IT MSP applications for automation and security.
Experience
Director of Call Center Operations
TeamHired · 2025 — PresentLead a team of telemarketers, Team Leaders, and Managers to achieve performance targets. Conduct coaching sessions focused on call control and engagement. Monitor call activities and review recordings for skill development. Analyze call metrics to guide performance improvement efforts. Ensure compliance with company scripts and standards. Provide feedback to agency partners and stakeholders. Manage staffing needs and facilitate onboarding for new telemarketers. Drive ongoing agent development through training and quality assurance.Senior Client Partnership Manager
Athena, ORAZ PH · 2024 — 2024Engage in feedback conversations with clients and XPs to identify areas for improvement. Communicate with clients during emergencies regarding XP availability. Develop onboarding plans tailored to clients' needs and support XPs in their initial phase. Address escalations promptly and conduct investigations as necessary. Collaborate with the Client Success Manager and Operations Manager regarding escalations and recommendations for improvement.Operation Manager
TaskUs Philippines · 2020 — 2024Manage recruitment, training, and scheduling for a large team of employees and Team Leaders. Set job expectations and monitor performance evaluations. Develop and implement operational systems, ensuring adherence to policies and procedures for client standards. Prepare annual budgets and analyze expenditure variances. Enhance organizational processes, employee layouts, and vendor relationships, while overseeing invoice approvals.Senior Sales Trainer
Acquire Philippines · 2020 — 2020Provide training for new agents on company software, product knowledge, and job skills. Inspire and support agents facing challenges in their roles. Monitor and evaluate agents' progress towards individual sales objectives. Conduct training classes on communication and conflict resolution. Assist in the hiring process by screening resumes and interviewing candidates. Update training materials and develop new programs to bolster agent skills in customer service and technical support.Operations Supervisor
Telus International Philippines · 2017 — 2020Facilitate and organize training for staff, ensuring completion of developmental programs. Serve as a liaison between clients and operations to relay new information and improvement areas. Create client-specific training materials and lead staff in achieving performance goals. Compile productivity reports and performance evaluations for senior management, while supervising training staff on new policies and procedures.Quality Supervisor
Telus International Philippines · 2015 — 2017Support operation teams in delivering exceptional customer service. Develop and review QA frameworks to align with policies. Integrate QA processes with customer satisfaction metrics to identify gaps. Train and coach teams for improved performance. Manage Quality Assurance Specialists in evaluating service quality and documenting processes for consistency.
Skills & Expertise
Education
- Bachelor of Science in PsychologySan Beda University
- High School Diploma, Class ValedictorianCanubing National High School
- Primary Education, Class ValedictorianHoly Infant Academy