Mark O'Banion Email and Phone Number

Of the five times I have successfully built and run Workforce Management Departments, three were with BPOs and two at internal Contact Centers. I’ve worked in “buttoned-down” slow-moving corporate environments all the way to “wild West” turn-on-a dime entrepreneurial ones. From never having quite enough staff to just about right to (very rarely) over-staffed. From serving one client to one hundred and from predictable workload to you might as well flip a coin.Along the way I developed a passion for Business Analytics and work to design and build sometimes elegant, but always sturdy and useful models, visualizations, scorecards, dashboards, and monitoring and alerts that deliver the right information, in the right form, at the right time to positively impact operational metrics, financial outcomes, and value creation. Which has brought me to this point, where the experiences I've had in different environments give me a certain confidence in facing the next challenges that come along. Not much fazes me and I’ll never be the reason your day just got worse. And through it all I have worked to demonstrate professionalism, competence, and reliability. All while trying to engage everyone in the process and make sure we learn, grow, and have some fun along the way. But business does come first. If we don’t achieve greater effectiveness in the use of resources and ensure that contractual obligations are met, we won’t be here to have all that fun. That is why understanding how the business works and how to make it work better are important to me.