Juan Melo
About Juan Melo
Juan Melo serves as the Recruiting Operations Lead at BairesDev, where he utilizes Jira software to address Workforce Management needs and generates operational reports. He has a background in Modern Languages from Universidad EAN and has held various positions in customer service and operations across different companies.
Work at BairesDev
Juan Melo serves as the Recruiting Operations Lead at BairesDev, a position he has held since 2021. In this role, he is responsible for building and sending various operational reports, which include metrics such as Customer Satisfaction (CSAT), Average Handling Time (AHT), and Staffing Compliance. He utilizes Jira software to address Workforce Management requirements and suggests suspension dates based on Staffing Compliance metrics.
Education and Expertise
Juan Melo studied at Universidad EAN, where he pursued a degree in Modern Languages (Lenguas Modernas) from 2011 to 2016. He achieved a Profesional qualification during his five years of study. His educational background provides him with a strong foundation in communication and language skills, which are essential in his current role.
Background in Workforce Management
Prior to his current position, Juan Melo gained experience in various roles related to workforce management. He worked as a Real Time Analyst at 24-7 Intouch for four months in 2020 in Bogotá, Colombia. Additionally, he served as a Command Center Monitor at Tata Consultancy Services for ten months in Chennai, India. His experience also includes working as a Call Center Customer Service Representative at Teleperformance for two years in Bogotá.
Technical Skills
Juan Melo possesses technical skills in workforce management software. He codes Voluntary Time Offs (VTOs), Overtime (OTs), Late In, Early Outs, and vacations using Aspect software. His proficiency in these tools supports his responsibilities in managing staffing and operational metrics effectively.