Senior/Site Operations Manager
Bill Gosling Outsourcing
May 2005 - May 2008 (3 years 1 month)
Managed the outsourcing operations for a list of world class Canadian and US financial services, retail and telecommunications clients. Accountable for the overall call center, customer service and collections performance, financial forecasting, budgeting, and the expense and profit management associated to each client project. Designed account management, segmentation and collection strategies that maximized return and profitability, and had the pleasure of leading a talented team of 100+ FTE across multiple call center sites in Vancouver, Toronto and Montreal.