Jason Armstrong Email & Phone Number

Canada

Greater Ottawa Metropolitan Area

Leader of global Shopify-supporting BPO locations, prioritising rigours performance management, strategic partnerships, and performance optimization through strong relationships, support and engagement.• Successfully manage global BPO locations supporting Shopify, establishing and nurturing strong partnerships with vendors and internal stakeholders to align goals with Shopify's overarching objectives.• Supported the launch of multiple BPO locations globally, from pre-implementation to day-to-day support, applying a data-informed approach to assess and enhance vendor performance.• Apply innovative AI tools for performance understanding, root cause analysis, and strategic improvements of customer experience.• Partner with internal stakeholders as a subject matter expert to ensure clear alignment with BPO vendors, fostering cross-collaboration for the sharing of best practices.• Lead efforts to develop standardised vendor management procedures for all global teams, ensuring consistency, compliance, and excellence in service delivery.• Oversee various Lines of Business, including back office, technical support, retail, partners/affiliates, and others, across phone, chat, and email/asynchronous channels.• Ensure the attainment of SOW, MSA, and contract SLAs, implementing performance plans for correction when targets are not met.

Kingston, Ontario, Canada

Leader of 275+ FTE Work at Home BPO Contact Center Operation for top US Telecom Clients handling voice, chat, e-mail business• Responsible for full operation including client KPI performance execution, workforce management, financial performance, training and development• Main point of contact for vendor-client relations ensuring constructive partnership• Leader of top performing site for customer service KPI's month over month• Managed financial levers and ensuring proper billing for revenue growth

Kingston Ontario

Leader of 100+ FTE BPO Contact Center phone/email/chat team with high focus on performance, staffing, attrition, growth and development• Prioritized changing culture within our teams with focus on agent engagement• Execution of performance Improvement plans for all KPIs Including NPS, First Call Resolution, AHT, Quality, Rep Sat• Through creative engagement methods delivered low levels of attrition• Recipient of Top Vendor Manager Award for 2016 for best performing team• Responsible for financial management of BTP and revenue flow

Kingston, Ontario, Canada

Responsible for managing teams of supervisors with heavy focus on most help needed performance Improvement and development• Develop creative approaches to coaching and development for MHN's• Focus on engaging differently and building lasting relationships with teams• Created operational process stability to operation through expectations and accountability

Kingston Ontario

Kingston, Ontario, Canada

Peterborough, Ontario, Canada