Jay P.

Jay P. Email and Phone Number

Senior Vice President, Workforce Management @ ResultsCX
South Carolina, United States
Jay P.'s Location
Simpsonville, South Carolina, United States, United States
Jay P.'s Contact Details
About Jay P.

I have over 23 years of Customer Service experience and over 20 years of BPO experience of managing operations, workforce management, and support teams. I have supported clients from the fields of automotive, financial, healthcare, insurance, cable, consumer, wireless, energy, communication, and social media verticals.In operations environment I have managed multiple teams doing IB customer services, Soft Sales, OB cold calling using dialer, Email, Chat, Emergency queue, and back office. In workforce environment I have managed multi-client, multi-site, and multi-channel support functions covering full cycle support (planning, forecasting, scheduling, real-time, reporting, financial forecasting, analytics, and application mgt).Specialties: Ops Mgt, Problem Solving, Analytics, Workforce Management, Multi-site & Multi-client environment,

Jay P.'s Current Company Details
ResultsCX

Resultscx

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Senior Vice President, Workforce Management
South Carolina, United States
Website:
resultscx.com
Employees:
13712
Jay P. Work Experience Details
  • Resultscx
    Senior Vice President, Workforce Management
    Resultscx
    South Carolina, United States
    View
  • Ttec
    Senior Vice President Workforce & Quality
    Ttec Oct 2024 - Present
    Greenwood Village, Colorado, Us
    View
  • Global Wfm Chartered Body (Gwfm) Us & Canada
    Member Of The Board Of Advisors
    Global Wfm Chartered Body (Gwfm) Us & Canada Jul 2019 - Present
    Bangalore , In
    View
  • Resultscx
    Senior Vice President, Workforce Management
    Resultscx Dec 2020 - Oct 2024
    Fort Lauderdale, Fl, Us
    Supporting organization with Workforce Management, Reporting, Business Intelligence, Capacity Planning.
    View
  • Sutherland
    Vice President Global Workforce Management
    Sutherland Feb 2017 - Dec 2020
    Pittsford (Rochester), Ny, Us
    Providing support to the WFM function for the organization and in service of all of our team members across the globe. - Core Workforce Management- Workforce Management Services - Capacity Planning - Reporting / Analytics - Forecasting
    View
  • Qualfon
    Vice President Of Global Support
    Qualfon Oct 2014 - Nov 2016
    Highland Park, Michigan, Us
    Overseeing functions such as...- Workforce Management- Reporting / MIS- Project Management- SWAT- DRBC
    View
  • Perceptis
    Vice President, Production And Operations
    Perceptis Jun 2012 - Sep 2014
    Responsible for core operations, workforce management, training, quality and other support functions. Was successful in providing 150% return to the operational investment provided. 85% SLA achievements in last 12 months and with limited client churn. Prior to leaving I supported transition as the company acquired by Blackboard..
  • Aonhewitt
    Workforce Operations Lead - Global Services
    Aonhewitt Apr 2011 - Jun 2012
    London, Gb
    Core Responsibilities: Supported workforce operations functions onshore and offshore. - Over 200 clients and 4 BUs- Over 3000 FTEs and over 5000 FTEs during peak monthsMajor Accomplishments: - SLA delivery over 90% on KPIs- Supported several major projects impacting all aspects of business- Restructuring and re-alignment of workforce operations team- Improved attrition down to low single digit from 30+% annualized - Process improvements offshore to improve service delivery
    View
  • Apac Customer Services
    General Manager
    Apac Customer Services Mar 2010 - Apr 2011
  • Apac Customer Services
    Sr. Director, Workforce & Gcc
    Apac Customer Services Jun 2007 - Jun 2010
  • Sitel Corporation
    Workforce Planning Manager
    Sitel Corporation Nov 2005 - Jun 2007
    Miami, Fl, Us
    View
  • Convergys
    Command Center Manager
    Convergys May 2004 - Dec 2005
  • Sitel Corporation
    Workforce Manager
    Sitel Corporation Jun 2003 - May 2004
  • Sitel Corporation
    Team Manager, Sales Manager
    Sitel Corporation 2001 - Jun 2003

Jay P. Skills

Bpo Workforce Management Process Improvement Call Centers Outsourcing Operations Management Leadership Training Vendor Management Contact Centers Customer Experience Management Analytics Business Process Improvement Team Building Performance Management Call Center Forecasting Workforce Planning Program Management Crm Service Delivery Customer Satisfaction Transition Management Capacity Planning Employee Relations Customer Retention Customer Service Call Center Development Employee Engagement Avaya Iex New Business Development Inbound Marketing Problem Solving Project Planning Planning Metrics Offshoring Strategy Scheduling Genesys Building Strong Teams Process Scheduler Avaya Technologies Multi Site Management Multi Channel Environment P&l Management Copc Registered Coordinator Strategic Planning

Jay P. Education Details

  • University Of North Carolina At Charlotte
    University Of North Carolina At Charlotte
  • Chapel Hill High School
    Chapel Hill High School

Frequently Asked Questions about Jay P.

What company does Jay P. work for?

Jay P. works for Resultscx

What is Jay P.'s role at the current company?

Jay P.'s current role is Senior Vice President, Workforce Management.

What is Jay P.'s email address?

Jay P.'s email address is ja****@****bal.com

What is Jay P.'s direct phone number?

Jay P.'s direct phone number is +186421*****

What schools did Jay P. attend?

Jay P. attended University Of North Carolina At Charlotte, Chapel Hill High School.

What are some of Jay P.'s interests?

Jay P. has interest in Children, Education.

What skills is Jay P. known for?

Jay P. has skills like Bpo, Workforce Management, Process Improvement, Call Centers, Outsourcing, Operations Management, Leadership, Training, Vendor Management, Contact Centers, Customer Experience, Management.

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