Vice President Operations
ContactUs Communications
Jan 2022 - Jan 2024 (2 years 1 month)
Provided executive operations leadership for outsourced customer care and contact center services supporting global brands; oversaw US and LATAM teams, governed BPO partnerships/vendors, and managed $50M+ P&L across multi-channel programs (voice, digital, sales/service).
• Led end-to-end shared services including WFM (forecasting, capacity planning, scheduling, shrinkage/intraday), quality assurance/calibration, contact center technology (routing, IVR, platforms), analytics/dashboards, and vendor/BPO performance management to ensure SLA compliance and consistent delivery.
• Directed operational modernization and transformation initiatives: platform integrations, workflow automation, digital enablement, and AI-assisted tools to simplify lega