J

Julio Avila

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El Paso, Texas, United States

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work
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  • Bis Contact Center
    Director, Contact Center Operations - Service Delivery & Customer Success
    Bis Contact Center
    Jun 2024 - Current (2 years 5 months)
    Lead global contact center operations across U.S., Colombia, Venezuela, Mexico, Argentina, and Guyana, overseeing service delivery, staffing, performance governance, and customer experience.Direct end-to-end client lifecycle management, including onboarding, SLA negotiation, executive QBRs, operational reviews, and long-term account retention strategies.Manage sales pipeline development and RFP strategy to expand BIS into new sectors, including healthcare, government outreach, and commercial services.Act as executive escalation sponsor, resolving high-impact service issues and implementing preventive action frameworks.Provide operational foreca
  • Wider Circle
    Director of Member Outreach (Contact Center Operations)
    Wider Circle
    Mar 2020 - Apr 2024 (4 years 2 months)
    Directed 150+ agent, multi-site outreach operations for Medicare Advantage and Medicaid engagement programs.Improved connect and conversion rates by 15%+ while reducing staffing costs by 20%.Oversaw nearshore vendor relationships ensuring SLA compliance and quality performance.Led change management initiatives introducing new telephony systems, reporting models, and performance dashboards.Advised executive leadership on operational scaling strategies, vendor mix, and service delivery models.
  • Capgemini
    Engagement Director
    Capgemini
    Mar 2019 - Mar 2020 (1 year 1 month)
    Owned client relationship, performance governance, and P&L for a major healthcare insurance program across onshore and offshore delivery centers.Directed service delivery operations ensuring SLA compliance, regulatory alignment, and contract performance.
  • Capgemini
    Center Manager
    Capgemini
    May 2017 - Feb 2019 (1 year 10 months)
    Managed operations for the El Paso contact center supporting North American service delivery.Directed workforce planning, quality assurance, and performance calibration across leadership layers.
  • H
    Project & Site Manager, Contact Center Operations
    HEWLETT-PACKARD ENTERPRISE SERVICES
    Jun 2012 - May 2017 (5 years)
    Led delivery and integration of government contact center programs, acting as client escalation point.Oversaw infrastructure, workforce, and technology frameworks supporting compliant service delivery.