Jose Pablo Sanchez Quiros
Operational Supervisor
San Jose
Summary
Dynamic and engaging Operations Supervisor bringing over 18 years of hands-on experience in contact center leadership, fostering success across telecommunications, renewals, and healthcare revenue cycle industries. Currently inspiring and guiding a dedicated team of 52 agents and 3 Team Leads, while ensuring excellence in key performance metrics including SLA adherence and Quality Assurance. Built strong partnerships with clients through clear communication and regular performance reviews, delivering compelling Monthly and Weekly Business Reviews. Known for creating positive work environments that encourage employee growth and development, while maintaining high operational standards. Passionate about developing new talent and implementing innovative solutions that drive team success. Combines a people-first leadership approach with strong analytical skills to consistently exceed business goals and create lasting improvements in operational efficiency. Passionate mentor committed to embracing continuous learning, fostering talent development, and empowering team members to challenge conventional thinking and transparent communication, ensuring alignment across all facets of the business.
Overview
2026
2026
years of professional experience
Work History
Operational Supervisor
Parallon Auxis
09.2022 - Current
- Primary client relationship manager, responsible for bridging operational communications between corporate stakeholders and outsourced teams while maintaining service excellence.
- Lead operations management for a 55-member team, including 3 Team Leads and 52 agents
- Drive comprehensive performance management and operational excellence initiatives
- Oversee critical business metrics, including Quality Assurance standards, Service Level Agreements (SLA), and productivity KPIs
- Manage workforce optimization and attendance compliance protocols
- Conduct and present Weekly/Monthly Business Reviews (WBR/MBR) for client workstream performance
- Facilitate strategic staff meetings to ensure alignment with organizational objectives
- Develop and distribute comprehensive operational status reports
- Manage system infrastructure and client relationship protocols
- Administer payroll operations
- Maintain accurate staffing records and roster management systems
Supervisor
Beyond Trust - Auxis
2019 - 2022
- Lead and inspire daily team operations, focusing on growth and success
- Guide team performance through quality standards, attendance goals, and renewal achievements
- Foster a culture of accountability through proactive attendance management
- Build strong team relationships through meaningful coaching sessions and supportive performance discussions
- Create and share engaging weekly and biweekly performance updates that tell our team's story
- Bring teams together through productive and inclusive staff meetings
- Keep operations running smoothly with clear shift-to-shift communication
- Tackle technical challenges to ensure uninterrupted team performance
- Build and nurture strong client partnerships through open communication
- Ensure team members are paid accurately and on time
- Keep our team structure current and well-organized through regular roster updates
Team Lead
Shoes For Crews - Auxis
01.2014 - 2022
- Guide and empower teams through daily operations while fostering a culture of excellence and continuous improvement
- Drive success through key performance metrics, including Average Handle Time (AHT), Quality Assurance, attendance, and customer service indicators (Trouble Tickets, Exchanges)
- Champion employee development through quarterly quality evaluations, identifying growth opportunities and celebrating achievements
- Deliver constructive and motivational feedback that helps team members reach their full potential
- Maintain optimal staffing levels through proactive attendance management
- Ensure seamless customer service delivery through real-time queue management, call flow optimization, and strategic skill assignments
- Create positive work-life balance through thoughtful management of time-off requests, schedule adjustments, and flexible scheduling options
- Foster professional growth through supportive coaching sessions and performance discussions
- Facilitate smooth operations by coordinating with leadership on technical issues and system optimization
Paypal Team Manager
Covergys
01.2012 - 01.2014
- Lead and nurture team success through strategic performance management and daily operational excellence
- Review performance excellence by monitoring and optimizing key metrics, including Average Handle Time (AHT), Quality Assurance, and attendance standards
- Drive professional development through quarterly quality evaluations, creating personalized growth opportunities for each team member
- Maintain operational efficiency by coordinating system optimization with senior leadership and business stakeholders
Dish Network Team Manager
Stream Global Services Inc.
2009 - 2012
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Lead daily operations with a focus on team development and performance excellence.
- Drive key performance metrics optimization, including Average Handle Time (AHT), Quality Assurance, Customer Satisfaction (CSAT), and attendance standards
- Foster professional growth through bi-monthly quality evaluations, identifying opportunities for development and celebrating achievements
- Support work-life balance through thoughtful management of scheduling requests and time-off coordination
Sirius Satellite Acting Team Manager
Stream Global Services Inc.
2008 - 2012
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
Sirius Satellite Radio Support Professional
Stream Global Services Inc.
2007 - 2012
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Basic technical troubleshooting for satellite radios (Portables and docking stations)
Education
School degree -
Rogelio Fernandez Guell
High School Degree - undefined
Liceo de Ciudad Colon
Publicitary Design
Universidad Hispanoamericana
Skills
- Team leadership and motivation
- Critical thinking
- Professional ethics
- Decision-making
- Employee coaching and development
- Data-driven decision making
- Performance management
- Emotional intelligence
- Clear communication
- Feedback delivery
- Microsoft Office Suite
- KPI tracking and analysis
- Goal setting and planning
- Report writing and analysis
- Quality assurance
- Strategic thinking
Timeline
Operational Supervisor
Parallon Auxis
09.2022 - Current
Team Lead
Shoes For Crews - Auxis
01.2014 - 2022
Paypal Team Manager
Covergys
01.2012 - 01.2014
High School Degree - undefined
Liceo de Ciudad Colon
Publicitary Design
Universidad Hispanoamericana
Supervisor
Beyond Trust - Auxis
2019 - 2022
Dish Network Team Manager
Stream Global Services Inc.
2009 - 2012
Sirius Satellite Acting Team Manager
Stream Global Services Inc.
2008 - 2012
Sirius Satellite Radio Support Professional
Stream Global Services Inc.
2007 - 2012
School degree -
Rogelio Fernandez Guell
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