Glenn Mccormack Email & Phone Number

West Palm Beach, Florida, United States

Ottawa, Canada Area

Guyana South America

Leverage extensive customer service, contact center, and sales experience to modify and refine operational practices and improve efficiencies. Coach and develop directors; provide operational leadership to all management areas. Identify improvement opportunities to drive revenue, growth, and KPIs; implement new processes to drastically turnaround performance. Design best practice compensation, recruiting, and development programs. Maintain budgets.

Directed and managed all aspects of customer care and accounts receivable call centres for a leading security and HVAC organization. Provided oversight for all call centre reports and analyzed performance by campaign, representative, workforce management tools, call flow forecasting, and others. Created and published comprehensive management reports, revenue analysis, and business reviews. Directly supervised 12 managers and controlled a $7.6M budget (P&L responsibility).KEY… Show more Directed and managed all aspects of customer care and accounts receivable call centres for a leading security and HVAC organization. Provided oversight for all call centre reports and analyzed performance by campaign, representative, workforce management tools, call flow forecasting, and others. Created and published comprehensive management reports, revenue analysis, and business reviews. Directly supervised 12 managers and controlled a $7.6M budget (P&L responsibility).KEY RESULTS:• Reduced annual contact centre operating costs by $5M in first year. Leveraged workforce management and call volume prediction software expertise to successfully reconstruct customer care and accounts receivable contact centres.• Negotiated a $2M reduction in annual labor costs – the most employer favourable bargaining agreement in the company’s 30-year history; spearheaded meetings with contact centre’s union representatives.• Monitored and collaborated with outsourcing vendors in the Philippines and domestic virtual contact centres.• Designed and implemented a plan to merge customer care software tools for increased efficiency, improved staff engagement and morale, and enhanced ease/speed of training. Show less

Sacramento, California, United States

Provided operational leadership to all management areas of a video-relay contact centre company, designed specifically for the deaf and hard-of-hearing population. Utilized extensive customer service and sales experience to modify and refine operational practices and improve efficiencies. Actively coached and developed directors and managers to aid in their professional growth within the organization. Managed a $14M budget. KEY RESULTS:• Governed operations for 37… Show more Provided operational leadership to all management areas of a video-relay contact centre company, designed specifically for the deaf and hard-of-hearing population. Utilized extensive customer service and sales experience to modify and refine operational practices and improve efficiencies. Actively coached and developed directors and managers to aid in their professional growth within the organization. Managed a $14M budget. KEY RESULTS:• Governed operations for 37 sites across the United States (including Hawaii), with ultimate responsibility for 1,300 FTE.• Orchestrated and negotiated the merger of 3 leading video relay service providers into a single entity under the GoAmerica brand. Show less

Managed 1,100 FTE at an international ISP and tasked with overhauling customer care. Successfully implemented new process efficiencies to drastically turnaround KPIs. Designed and governed best practice compensations, benefits, succession planning, recruiting, and development programs. Monitored and maintained AOL’s daily, weekly, monthly, and yearly budgets.KEY RESULTS:• Slashed annual costs from $14M to $8M and directed the ISP from a pure cost entity to a profit generating… Show more Managed 1,100 FTE at an international ISP and tasked with overhauling customer care. Successfully implemented new process efficiencies to drastically turnaround KPIs. Designed and governed best practice compensations, benefits, succession planning, recruiting, and development programs. Monitored and maintained AOL’s daily, weekly, monthly, and yearly budgets.KEY RESULTS:• Slashed annual costs from $14M to $8M and directed the ISP from a pure cost entity to a profit generating facility in just 2 years.• Delivered a 23% lift in customer acquisition by introducing an outbound sales division.• Steered company for successful sale and separation from the Time Warner organization.• Elevated customer care procedures; applied training in professional management practices and Total Quality Management. Show less

Effectively conducted all activities related to BPO operations of 12 contact centres in Canada and client programs in several international locations, including the U.S., Ireland, Philippines, and Barbados (including 10 outbound sales sites). Managed 1,700 FTE and provided operational leadership to all management areas. Successfully established inbound, outbound, and blended contact centres to satisfy client requirements, while advancing organizational goals. Negotiated multiple key… Show more Effectively conducted all activities related to BPO operations of 12 contact centres in Canada and client programs in several international locations, including the U.S., Ireland, Philippines, and Barbados (including 10 outbound sales sites). Managed 1,700 FTE and provided operational leadership to all management areas. Successfully established inbound, outbound, and blended contact centres to satisfy client requirements, while advancing organizational goals. Negotiated multiple key contracts with clients and vendors and enabled profitability in ever challenging times. Established and implemented benchmarks for optimum success on marketing programs and created motivating incentive plans. KEY RESULTS: • Generated nearly $30M in annual revenue; developed and launched a Canadian line of business that delivered unprecedented sales and growth by the third year of operations.• Forged long-term business partnerships with high-profile clients, including Citibank, Capital One, Chase Manhattan, Verizon, Wells Fargo, Rogers, Bell, Bank One, Telus, Pfizer, and J.C. Penney.• Headed scouting and building of new site locations, hired management staff, and negotiated leases/ vendor contracts.• Represented/communicated ICT interests at press conferences, labor negotiations, and vendor contract negotiations.• Lead representative of the BPO and frequently attended client-sponsored summits and seminars as a guest speaker. Show less