Juan Rodriguez

I am an experienced and goal-oriented Team Supervisor with a strong background in administrative operations, quality assurance, and talent acquisition within the contact center industry. Since 2020, I have successfully led teams supporting BBVA and PNC Bank, driving improvements in key performance indicators such as AHT, NPS, adherence, and productivity through strategic coaching and team development. In 2023, I was recognized as Best Supervisor in the Vendor Department by Atento – PNC.

In addition to my leadership responsibilities, I have extensive hands-on experience in QA processes—monitoring calls, analyzing service quality, and implementing performance improvement plans to ensure compliance and customer satisfaction. I have also played an active role in the recruitment and selection of high-potential candidates, participating directly in the hiring process to ensure the right talent joins the team. My approach to supervision combines operational efficiency with a strong focus on people—promoting a collaborative, accountable, and growth-oriented team culture.