Hire the Best Call Center Managers
in Nicaragua

I’m a dedicated HR and Operations professional with a strong background in the Contact Center industry and a natural talent for being the “support person” behind the scenes who keeps everything moving smoothly. Over the years, I’ve worked in Human Resources, workforce management, customer service, and sales, which gives me a unique mix of people skills, analytical thinking, and operational discipline. I’m comfortable handling sensitive information, managing multiple priorities, and supporting teams to hit their targets without losing the human touch. What I can help you with: *After-hours and weekend dispatching & work order management *Customer support (email, chat, phone) with a calm and professional tone *HR support: admin, onboarding coordination, documentation, policies, employee queries *Workforce Management: tracking schedules, coverage, adherence, and KPIs *Data entry & reporting with a strong focus on accuracy and detail *Excel / Google Sheets dashboards, trackers, pivot tables, and formulas Tools & experience: *Contact center & WFM tools: NICE IEX, Five9, NICE inContact, Salesforce *Advanced Excel / Google Sheets: templates, reports, dashboards, and performance tracking *Strong familiarity with KPIs, SLAs, and performance metrics How I work: *I thrive under pressure and can work with very little supervision *I’m detail oriented, organized, and always focused on accuracy *I care about clear, respectful communication with customers, tenants, employees, and stakeholders *I’m reliable, responsive, and committed to meeting deadlines and expectations If you’re looking for someone who can quietly take ownership of the “back-end” work—whether it’s dispatch, support, HR tasks, or reporting—and do it with care, structure, and consistency, I’d be happy to work with you.

Technology and contact center operations leader with 9+ years of experience building, scaling, and optimizing high-volume customer service and outbound environments across legal, healthcare, and BPO industries. Specialized in Five9 administration, dialer optimization, IVR design, campaign management, AI automation, CRM integrations, reporting, workforce operations, and telephony infrastructure. Extensive hands-on experience managing inbound, outbound, blended, and digital contact center environments while driving SLA performance, operational efficiency, and customer experience improvements. Strong background leading distributed teams across Latin America and partnering directly with executive leadership to implement scalable operational and technology strategies. Experienced in troubleshooting complex telephony environments, improving agent productivity, reducing abandon rates, optimizing dialing performance, and automating business workflows. Platforms & Technologies: • Five9 • Genesys Cloud • RingCentral • Zendesk • Noble Systems • CRM & API Integrations • IVR & Routing Logic • Workforce & QA Operations • AI & Workflow Automation I bring both the operational leadership and the technical depth needed to improve contact center performance, streamline processes, and support business growth.

Hey there, this is Armando J. Porras, I am a 35 year old Nicaraguan looking for a good hardworking team to be a part of. I have a lot of work experience especially when it comes to call centers. I have traveled to many places and life for the past five years has had me in my native Nicaragua. I speak both Spanish and English with great fluency in these languages. I have worked in call centers in Nicaragua for 15 years. Most of the time I have been a sales trainer working without and inbound clients as Yellowpages.com, Capital One, Match.com just to name a few. I would like a long term relationship with a serious company that can value the skills I have for their company as I will value the responsibility and opportunity. I think that life is all about relationships and I like long term commitments that can give me the one thing I like the most, this is stability that translates to balance. It is good to be balanced in life. The book of life says there is time for everything, so planning and scheduling is always very important to make up the best of everybody's time and we all know that time is money so let's not waste any time and let's get working...

Need someone who can step into your customer support or operations team, get organized quickly, and make sure things actually get done? I bring 17+ years of experience in customer service and operations, including 12+ years working remotely with U.S.-based companies. My background goes beyond answering customer inquiries. I’ve managed teams, handled escalations, improved processes, created SOPs, monitored KPIs, and helped keep high-volume operations running smoothly. Some of the results and experience I bring: • Reduced Average Handle Time by 80% through process improvements and team coaching • Improved First Call Resolution by 50% • Managed and coached teams of 20+ customer support professionals • Supported operations involving 100K+ independent contractors and 100+ projects • Created SOPs and documented workflows to make processes easier to follow and scale • Managed customer escalations from initial complaint through resolution and follow-up • Experience with customer support, operations, case management, and administrative coordination I'm comfortable stepping into environments where there are multiple priorities, customers need answers, processes need improvement, and the team needs someone dependable to keep things moving. I can help with: • Customer Support & Customer Success • Customer Service Management • Team Leadership & Coaching • Escalation Management • Operations & Administrative Support • SOP & Process Documentation • Workflow & Process Improvement • KPI Tracking & Performance Management • Case Management • CRM & Backoffice Operations If you're looking for someone who can take ownership, communicate clearly, stay organized, and find ways to improve how things are done, I'd be happy to discuss how I can support your team.

Summary I have the character of an enterprising professional, always carrying the values of respect and honesty. In my work activities I qualify as a responsible, punctual, and participative person. I have the skills to work in a team and I do my best to meet the goals entrusted to me and I also consider I have the ability to interact with others in a reliable and polite manner. Work Experience I have had the opportunity to be part of a customer service team within the Call Center Industry and it has been for a financial campaign over 3 years and a half. I have been able to learn different queues involved with disputes such as: - Disputes with Merchants (2020 - 2021) - Disputes with Credit Bureaus (2021 - 2022) - I was also part of the Escalation team for the Dispute Department which drove me to get more abilities like adapting to changes and develop some soft and hard skills in order to put them into practice even in my real life. (2022

Hi, I’m Camilo Budier — a bilingual professional with over 10 years of experience in customer service, sales, virtual assistance, and project coordination. I started my career in high-paced call center environments, where I learned the value of clear communication, meeting goals under pressure, and delivering excellent service. Over the years, I’ve grown into leadership and support roles that required managing teams, solving problems, and keeping operations running smoothly. I’ve worked with U.S.-based companies in healthcare, legal, construction, and logistics, helping them streamline appointments, manage clients, handle dispatch, and run dozens of projects at once. Most recently, as a remote Project Manager at Ergeon, I oversaw 40–80 residential construction projects from start to finish—using CRM tools to keep things on track and ensuring customer satisfaction at every step. I’m highly organized, tech-savvy, dependable, and easy to work with. Whether you need someone to set appointments, support your clients, manage operations.