Marc Richard Email & Phone Number

Montreal, Qc, Ca

Montreal, Canada Area

Montreal, Canada Area

Create and position go to market offerings by working with cross functional team in defining, architecting and developing services, solution and product to enhance competitive advantage.Conduct onsite client assessments and process reviews within client programs (at both client organization and internally) to drive innovation, continuous improvement and value addition with the goal of enhancing both client and company business results.Provide oversight for business transitions to ensure success in early client relationships.Developed responses to RFPs/RFIs/RFQs, unsolicited proposals, and post-proposal projects such as stand-up and site visit presentations

Montreal, Canada Area

Fully responsible for the P&L, internal performance KPIs and Client contractual KPIs.Direction of multiple teams including Account Managers, Operations Managers, Human Resources, Training, Workforce planning, IT and Finance.

Responsible for managing the operations of Atelka’s largest client with over 800 agents.Directing the operations of the program in four locations across Canada.Responsible for the programs operational infrastructure and the performance and development of the management team.Accountable for the program’s P&L

Responsible for directing the activities of the Montreal contact center from planning, assigning and directing work to developing the front line management team.During my first year I was also the Client Services Director for the largest program in Montreal.Forecasting of program activity and staffing. Responsible for KPI’s and P&L.Provide management team with clear direction, resources, tools and motivation to achieve high productivity and maintain a harmonious environment.Direct the information flow between Operations, Quality Assurance Training and the Executive team.

Montreal, Canada Area

Montreal, Canada Area