Ted Lango

Ted Lango Email and Phone Number

Founder and Fractional Leader @ Kyōdō Solutions
Fort Lauderdale, FL, US
Ted Lango's Location
Fort Lauderdale, Florida, United States, United States
Ted Lango's Contact Details
About Ted Lango

I’m Ted Lango, a contact center executive with more than 20 years of experience transforming operations at Fortune 100 companies like MetLife and Comcast. I excel at reimagining legacy practices with innovative strategies that align workforce management, analytics, risk management, and quality assurance with front-line operations—delivering exceptional customer (CX) and employee experiences (EX).My next-generation operational model makes the impossible achievable: hitting CX and EX goals, delivering on all KPIs, and staying within budget—without compromise. Tested and refined over the past six years, this proven methodology is bulletproof, empowering organizations to achieve unparalleled efficiency and excellence.Specialties: • Contact Center Optimization & Automation• Strategic & Transformation Leadership • Employee Engagement Strategies• AI and Machine Learning Applications• Workforce Management• Customer Experience Optimization• Risk Management• Performance Management • Capacity Planning, Budgets and Cost Control• Mergers, Acquisitions, and Integration

Ted Lango's Current Company Details
Kyōdō Solutions

Kyōdō Solutions

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Founder and Fractional Leader
Fort Lauderdale, FL, US
Ted Lango Work Experience Details
  • Kyōdō Solutions
    Founder And Fractional Leader
    Kyōdō Solutions
    Fort Lauderdale, Fl, Us
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  • Wfm Labs
    Founder
    Wfm Labs Jan 2023 - Present
    Atlanta, Ga, Us
    Reimagining workforce management for the next generation of contact centers.• Built a thriving community of 1,000+ workforce professionals, driving innovation and collaboration.• Developed cutting-edge tools like Monte Carlo simulations and Bayesian network models for workforce optimization.• Advocated a human-first approach to AI and automation, enhancing employee engagement.• Delivered actionable strategies leveraging generative AI and large language models (LLMs).• Positioned WFM Labs as the go-to hub for workforce management thought leadership and industry transformation.
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  • Intradiem
    Senior Vice President
    Intradiem Jul 2022 - Present
    Marietta, Georgia, Us
    Transforming contact center operations with innovative strategies and cutting-edge solutions.• Industry Innovation: Developed ML-driven attrition prediction models and queuing automation tools, transforming multi-channel contact center operations.• Risk Optimization: Created a workforce maturity model to enhance capacity planning, risk management, and employee engagement.• Client Leadership: Delivered tailored automation solutions for Fortune 500 clients, solving workforce challenges at scale.Academic Thought Leadership: Published the Erlang-O framework, introducing new methods for improving variability and efficiency in workforce planning.• WFM Labs Leadership: Founded a 1,000+ member community, driving open-source tools like Monte Carlo simulations and advancing industry practices.
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  • Metlife
    Global Head Of Workforce Planning & Resource Optimization
    Metlife Aug 2017 - Jul 2022
    New York, Ny, Us
    Responsible for global optimization of contact centers by developing and advancing standards in the areas of workforce management, reporting & analytics, risk management, quality, learning & development, sourcing, and technology platform management.
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  • Metlife
    Vice President Operations
    Metlife Jan 2013 - Jul 2022
    New York, Ny, Us
    Responsible for the design and implementation of initiatives to support MetLife's customer centricity journey. Lead shared services operations, optimizing contact center operations in the areas of workforce management, reporting/business analytics, quality, knowledge management, business risk, vendor management, telephony & IVR, and call center technology support.
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  • Comcast Cable
    Vice President, Operations Management, National Care Operations
    Comcast Cable Jun 2007 - Apr 2012
    Philadelphia, Pa, Us
    Responsible for strategic design and implementation of initiatives to optimize Comcast’s contact center operations in the areas of workforce management, 3rd party vendor performance management, and technology supporting operations, including desktop, call routing and IVR platforms.
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  • Cleartel Communications
    Vice President - Contact Center Operations
    Cleartel Communications Apr 2003 - Jun 2007
    Us
    Competitive Local Exchange Carrier (CLEC) and wholly owned subsidiary of MCG Capital Corporation.Responsible for all operations for two Call Centers, a Network Operations Center, and a Billing Department. Developed effective strategies for delivering exceptional support to customers while controlling costs.Maximized efficiencies between call centers by designing and managing call routing schemes. Held full accountability for financial performance, preparing comprehensive budgets and monitoring cost to ensure goals are consistently achieved.
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  • Gte Internetworking / Bbn Technologies
    Director
    Gte Internetworking / Bbn Technologies 1998 - 2003
    Director of Wholesale Sales / IP Transit off of Genuity/GTE-Internetworking's Tier-1 backbone, AS1. Responsibilities included managing a team of inside sales professionals that generated revenue through wholesale of IP services to the national and international ISP market.Created dynamic strategies for marketing and selling IP transit, Dialinx remote access, VoIP, private line, and ATM / MWS transport services off of Genuity’s OC-192 Backbone. Succeeded in the achievement of overall departmental goals by successfully driving quota assignments, developing go-to-market plans, and managing channels.

Ted Lango Skills

Telecommunications Call Centers Process Improvement Vendor Management Workforce Management Leadership Strategy Business Analysis Customer Experience Performance Management Program Management Business Process Improvement Contact Centers Quality Assurance

Ted Lango Education Details

  • University Of Wisconsin-Milwaukee
    University Of Wisconsin-Milwaukee
    Finance
  • Purdue University
    Purdue University
    Physics

Frequently Asked Questions about Ted Lango

What company does Ted Lango work for?

Ted Lango works for Kyōdō Solutions

What is Ted Lango's role at the current company?

Ted Lango's current role is Founder and Fractional Leader.

What is Ted Lango's email address?

Ted Lango's email address is te****@****iem.com

What is Ted Lango's direct phone number?

Ted Lango's direct phone number is +161577*****

What schools did Ted Lango attend?

Ted Lango attended University Of Wisconsin-Milwaukee, Purdue University.

What are some of Ted Lango's interests?

Ted Lango has interest in Free Press, Astrophotography, Playing The Bass, Freedom House, Astrophysics, Ciphers, Data Analytics, See 3, Tableau, Human Rights.

What skills is Ted Lango known for?

Ted Lango has skills like Telecommunications, Call Centers, Process Improvement, Vendor Management, Workforce Management, Leadership, Strategy, Business Analysis, Customer Experience, Performance Management, Program Management, Business Process Improvement.

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