Vladimir O.
Senior BPO Operations Manager
Open to offersNew to PlatformAbout
Vladimir S. is an experienced Customer Service and Operations Leader with over 12 years in the BPO industry and more than 9 years in leadership roles overseeing both remote and onsite teams. Specializing in KPI management, escalation handling, and coaching, Vladimir S. has managed high-performing teams of up to 18 agents at companies like TaskUs, Teleperformance, and Sykes Asia Inc. He has directly improved CSAT scores, conducted regular 1:1 development sessions, and led performance report generation using Google Sheets and Power BI. With proven expertise in customer escalations, service operations, and stakeholder collaboration, Vladimir S. has consistently ensured business goal alignment and service quality for US-based clients while implementing data-driven strategies and process optimizations within large-scale BPO environments.
Experience
Team Leader
TaskUs · 2022 — 2026Oversaw an Escalation Team of 15–18 agents, ensuring the effective resolution of complex customer issues. Created KPI and performance reports through Google Sheets and Power BI to identify trends. Facilitated regular coaching sessions for agents and enacted corrective measures to enhance performance. Monitored adherence to real-time staffing levels and service metrics. Collaborated closely with Workforce Management for effective scheduling and capacity planning.Team Leader
Teleperformance · 2018 — 2022Directed both remote and onsite teams, ensuring uniform performance in work-from-home and office environments. Conducted coaching sessions through Zoom and Google Meet while leading daily performance meetings. Engaged in call calibrations with vendor managers to uphold quality standards. Implemented structured action plans aimed at enhancing overall performance.Account Associate
VXI Global Holdings B.V. · 2017 — 2018Supported customers with billing inquiries and account-related questions. Highlighted product features and explored upsell opportunities. Delivered customized solutions aimed at increasing customer satisfaction and retention.Team Leader
Sykes Asia Inc. · 2015 — 2017Oversaw attendance and ensured achievement of 95% team show rate targets. Collaborated with engagement teams to sustain employee morale and productivity. Led initiatives focused on improving CSAT and managed performance concerns.Customer Service Representative
Sykes Asia Inc. · 2013 — 2015Managed a high volume of inbound and outbound customer interactions. Addressed customer concerns effectively while adhering to quality standards. Established strong customer relationships through proactive service efforts.
Skills & Expertise
Education
- BS Information Technology (Undergraduate)Nova Computer College
- BS Information Technology (Undergraduate)AMA Computer University
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