Current Employment Status:
Hired Full Time on Feb 4, 2024

Pierre

Operations vice president, country head

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mark as hired

Overview

Looking for full-time work (8 hours/day)

at $13.28/hour ($2,560.00/month)

Bachelors degree

Last Active

July 9th, 2026 (3 days ago)

Member Since

November 12th, 2023

Profile Description

Results-driven BPO and Operations Executive with 25+ years of progressive leadership experience in Contact Center Operations, Business Process Outsourcing, Customer Experience, and Global Service Delivery. Proven track record in scaling operations, improving CSAT and NPS, increasing revenue performance, reducing cost leakage, and driving operational excellence across voice, non-voice, and omnichannel environments.

Extensive expertise in Operations Management, Quality Assurance, Transaction Monitoring, Workforce Management, SLA and KPI governance, Sales Performance, Outflow and Cost Management, Client Transitions, and End-to-End Program Delivery. Adept at leading large, distributed teams across offshore and remote delivery models while implementing data-driven strategies, SOPs, and governance frameworks aligned with business goals.

Known for building high-performance cultures through strong leadership, structured coaching, process optimization, and continuous improvement initiatives. Highly collaborative partner to C-suite executives, clients, and cross-functional stakeholders, with a reputation for driving measurable results, operational stability, and customer loyalty.

CORE COMPETENCIES

• BPO Operations Management
• Contact Center Leadership. Voice and Non-Voice
• Omnichannel Service Delivery. Voice, Email, Chat, SMS
• Customer Experience Management
• CSAT, NPS, CES Optimization
• Quality Assurance and Transaction Monitoring
• Workforce Management and Capacity Planning
• SLA, KPI, OKR Governance
• Revenue Growth and Sales Performance
• Cost Control and Outflow Management
• Process Improvement and SOP Development
• Change Management and Operational Transformation
• Client Onboarding, Transitions, and Migrations
• Risk Management and Crisis Resolution
• Performance Management and Coaching
• Stakeholder and Client Relationship Management
• Remote and Offshore Team Leadership
• Data Analysis and Executive Reporting

TOOLS, PLATFORMS, AND TECHNOLOGIES

CRM and Customer Support Systems
Salesforce, Zendesk, Freshdesk, HubSpot, ServiceNow, Zoho CRM, Intercom

Contact Center and Telephony Platforms
Genesys, NICE CXone, Five9, Avaya, Talkdesk, RingCentral, Dialpad, Aircall

Quality Assurance and WFM Tools
Verint, NICE, Playvox, MaestroQA, Calabrio, Observe.AI

Project and Operations Management
Asana, Jira, ClickUp, ---------- , Trello, Smartsheet

Data, Reporting, and Productivity
Microsoft Excel Advanced, Google Sheets, Power BI, Looker Studio, Google Workspace, Microsoft Office Suite

Collaboration and Communication
Slack, Microsoft Teams, Zoom, Google Meet

Methodologies and Frameworks
Lean Six Sigma, COPC, ISO Standards, ITIL, Agile, Continuous ImprovementI am a result oriented professional with over 25 years of comprehensive experience in Operations Management, Quality Assurance Management, Transaction Monitoring, driving Customer satisfaction, NPS, Sales revenue, Outflow Management, Quality Assurance, Project and transitions management & Customer Relationship Management.

I possess Extensive experience in managing the overall business in the BPO setting and
proficient at managing & motivating teams for running operations & extensive experience of developing procedures, service standards & operational policies for business excellence.

I always display and showcase a proactive attitude, capable of thinking in and out of the box, generating new design solutions and ideas.

High degree of experience in every aspect of Operations Management within a contact center (Voice & Non Voice), managing all platforms of delivery (Voice, email & Chat)

Possess excellent interpersonal, communication & organizational skills with proven abilities in team management, customer relationship management & effective crisis management

Top Skills

Professional Services » Management Services » Bpo Operations Management

Experience: 10+ years

Professional Services » Management Services » Call Center Operations Management

Experience: 10+ years

Coaching » Business

Experience: 10+ years

Basic Information

Age: 47

Gender: Male

Website: Sign Up with Pro Account to View

Address

Tests Taken: IQ
Score: 126: DISC
Dominance: 42
Influence: 40
Steadiness: 86
Compliance: 66: English
C2(Advanced/Mastery)

Government ID: Sign Up with Pro Account to View

“It definitely helped transform my business and take a significant load off for me.”

Samori Coles

SEE MORE REAL RESULTS

“That has been a game changer for me”

- Jason Tonioli

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BENCHMARKS

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CLASS/METHOD

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Pierre

Operations vice president, country head

Overview

Profile Description

Top Skills

Professional Services » Management Services » Bpo Operations Management

Professional Services » Management Services » Call Center Operations Management

Coaching » Business

Other Skills

Project Management » Trello

Project Management » Clickup

Office and Administration » Interpersonal

Project Management » Process Improvement

Basic Information