Ryan Bacos

Background

About Ryan Bacos

I’m currently working as an Operations Manager for a BPO Company. I’m managing approximately 100-120 customer service representatives including 5-7 Team Managers for one of the Largest Telecommunications and Entertainment Company in the United States. We are responsible to support customers having issues with their accounts- Billing, Technical, Payments, Online Account, Package Tracking, New Service Application and General Inquiries. As an Operations Manager, I’m responsible for meeting all the Key Performance Indicators that are required by the clients. I also do client interactions for Daily, Weekly and Monthly Business Reviews including Engagement with the clients or with my people. I ensure that my Team Managers are skilled up in managing their teams and bridging the gaps when not meeting the client requirements. As a whole, I’m responsible for almost everything that my people would need in terms of their personal and professional growth to ensure that we have client and employee retention.