Juan Avendaño
Juan Avendaño M is an Operations Manager at Netcomm BCC, Costa Rica, a company acquired by 1Point1 Solutions. In this role, he supports service delivery and workforce operations while aligning local practices with the broader operational standards and objectives of the 1Point1 group. His responsibilities center on building efficient workforce strategies, improving operational consistency, and supporting client requirements across programs.
With over 11 years of experience in the contact center industry, Juan has worked across a wide range of service lines, including Inbound, Outbound, Service Desk, and Social Media support. His exposure to multi‑channel environments has strengthened his understanding of end‑to‑end operations, manpower planning, and performance management.
Juan brings a structured and practical approach to operations, combining analytical thinking with a strong focus on people management. He is known for his consistency, integrity, and commitment to teamwork, and for maintaining trusted relationships with both internal teams and external clients.
His key areas of focus include:
- Workforce Management: Strengthening planning, staffing, and scheduling practices to support service levels and productivity.
- Operational Analysis: Monitoring performance trends and operational metrics to identify gaps and drive improvements.
- Client & Stakeholder Management: Ensuring alignment between delivery teams and client expectations through clear communication and accountability.
- Team Leadership: Leading teams through collaboration, transparency, and a strong emphasis on shared outcomes.
Through disciplined execution and a focus on continuous improvement, Juan plays an important role in supporting Netcomm BCC’s integration into the 1Point1 ecosystem while contributing to stable, performance‑driven operations.