Michael
Remote Operations Team Leader | Client Services & CX Leadership | KPI Performanc
Verified
Overview
Looking for full-time work (8 hours/day)
at $9.94/hour ($1,920.00/month)
Bachelors degree
Last Active
March 19th, 2026 (82 days ago)
Member Since
March 28th, 2025
Profile Description
I help remote customer service teams improve performance, retention, and client experience through structured leadership, coaching, and KPI driven operations.
With 12+ years of leadership experience across TELUS International, VXI Global Holdings, Teleperformance, and RSF Agency, I specialize in building high performing remote teams while maintaining strong operational governance. My background includes managing global customer service operations, improving CSAT and NPS, optimizing AHT and FCR, and leading performance culture initiatives that drive measurable business impact.
I am not just a supervisor. I operate as a remote operations partner who aligns team execution with client expectations, revenue goals, and service excellence.
My focus is helping organizations scale remote teams efficiently while maintaining accountability, performance consistency, and strong communication across distributed environments.
What I Bring to Remote Teams
Remote Operations Leadership and Performance Governance
KPI Optimization including CSAT, FCR, AHT, NPS
Coaching Frameworks that improve team performance and retention
Workforce Management collaboration and SLA adherence
Client Facing Communication and Escalation Management
Process Improvement and Operational Strategy
Data driven decision making and performance analysis
Remote Leadership Edge
Unlike traditional team leads, I bring enterprise level operations experience into remote environments. I understand how to manage performance without micromanaging, how to drive accountability through structured coaching, and how to maintain strong client relationships while leading distributed teams.
Please see my resume here:
Top Skills
Professional Services » Management Services » Bpo Operations Management
Experience: 5 - 10 years
Leads end to end operational execution for remote customer service teams, ensuring KPI alignment, workflow efficiency, and performance consistency while supporting client and business objectives.
Customer Support
Experience: 10+ years
Drives CX strategy focused on improving CSAT, NPS, and overall service quality through coaching, QA insights, and performance monitoring across distributed teams.
Office and Administration » Team Leadership
Experience: 10+ years
Manages remote agents and team leads through accountability frameworks, performance tracking, and clear communication that drives productivity and engagement.
Other Skills
Project Management
Experience: 5 - 10 years
Coordinates initiatives, timelines, and cross functional collaboration to ensure operational goals are delivered on schedule with measurable outcomes.
Software » Application Performance Management
Experience: 5 - 10 years
Uses data driven coaching, behavior based feedback, and structured action plans to improve individual and team performance across remote environments.
Office and Administration » Leadership
Experience: 10+ years
Provides operational leadership that balances team development, business goals, and client satisfaction while maintaining a culture of accountability and collaboration.
Project Management » Process Improvement
Experience: 5 - 10 years
Analyzes workflows and operational gaps to introduce improvements that increase efficiency, reduce friction, and enhance overall team performance.
Office and Administration » Quality Assurance
Experience: 10+ years
Applies QA standards, audits, and performance reviews to maintain consistency in service delivery and identify opportunities for continuous improvement.
Advertising » Performance Tracking
Experience: 5 - 10 years
Supports operational tasks and reporting accuracy while ensuring structured documentation and process compliance across remote workflows.
Basic Information
- Age
- 37
- Gender
- Male
- Website
- Sign Up with Pro Account to View
- Address
- City of Meycauayan, Bulacan
- Tests Taken
- IQ
- Score: 116
- English
- C1(Advanced)
- Government ID
- Sign Up with Pro Account to View
“My life has gotten so much better. It changed my life, and I know it can change yours”
- Lukas Rohler
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