Yocasta Viera Perez
BPO Industry Expert
Santo Domingo,01
Summary
Forward-thinking Senior Manager adept at managing teams of 500 employees with 53 direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Talent Acquisition Sr Manager
Concentrix
Santo Domingo, Nacional
04.2023 - 07.2024
- Attraction of talent with a set of specialized skills with different complexity depending on the different clients the company manages
- Consistently met or exceeded annual performance targets set by senior leadership. 100% FIR, 85% New Hire Success.
- Budget control ensuring effective investments in the promotion of available jobs. Improvement of 30% budget control.
- Short and long term strategy to ensure the capacity and quality of hiring.
- Implemented and developed operational standards, policies and procedures.
Talent Acquisition Manager
Teleperformance
Honduras, Belice & Santo Domingo
03.2021 - 04.2023
- Implemented innovative sourcing techniques to identify passive candidates and expand talent pipelines for hard-to-fill roles.
- Collaborated with HR team members to ensure a seamless onboarding experience for new hires through effective communication and coordination of orientation programs.
- Developed strong relationships with hiring managers to better understand their needs, resulting in improved candidate selection.
- Increased the quality of new hires by refining job descriptions, setting clear expectations, and establishing performance metrics for success.
- Analyzed recruiting metrics to share reports and recommendations with stakeholders.
- Managed a high-performing talent acquisition team, fostering professional development opportunities, setting performance goals, and providing continuous support for success.
Operations Manager
Teleperformance
Santo Domingo, Nacional
01.2020 - 03.2021
- Worked with other functional areas to ensure effective workforce planning is implemented within the campaign
- Communicated with clients to discuss and resolve project-specific issues, opportunity areas, and best practices as necessary
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
Quality Coordinator
Teleperformance
10.2018 - 01.2020
- Analyzed quality and performance data to support operational decision-making.
- Developed educational materials used to train staff on QA standards.
- Participated in continuous improvement initiatives through Lean Six Sigma methodologies, driving positive change within the organization.
Operations Supervisor
Teleperformance
10.2017 - 10.2018
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
Quality Assurance Analyst
Teleperformance
09.2016 - 10.2017
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
Quality Assurance & Training Analyst
Vixicom
01.2007 - 01.2013
- Part of a team that designed appropriate call tracking formats and quality standards
- Used statistical quality monitoring data to track performance for individuals and team levels
- Participated in client and customer listening programs to identify customer expectations and needs
- Provided actionable and trending data to the management team and internal support groups when necessary.
- Enhanced employee performance by designing and delivering targeted training programs.
- Monitored trainee progress using assessment tools and provided constructive feedback for continuous improvement.
Education
Bachelor of Arts -
PUCMM
Santo Domingo, 01 05.2024 - Current
Skills
Client relationships
Teamwork
Project management
Creative problem solving
Communication skills
Strategic Planning
Talent Development
Operations Management
Resource Allocation
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Certification
Green belt Lean six sigma
Software
Microsoft Office
Zendesk
Oracle
Timeline
Bachelor of Arts -
PUCMM
05.2024 - Current
Talent Acquisition Sr Manager
Concentrix
04.2023 - 07.2024
Talent Acquisition Manager
Teleperformance
03.2021 - 04.2023
Green belt Lean six sigma
06-2020
Operations Manager
Teleperformance
01.2020 - 03.2021
Quality Coordinator
Teleperformance
10.2018 - 01.2020
Operations Supervisor
Teleperformance
10.2017 - 10.2018
Quality Assurance Analyst
Teleperformance
09.2016 - 10.2017
Quality Assurance & Training Analyst
Vixicom
01.2007 - 01.2013