Ken Caleon

The Sr. Director - Global Operations plans, coordinates, directs, and supervises all aspects of the support service delivery for a specific client account. The account can be located over multiple centers in different cities or countries. This position owns the lead role in client interaction related to service delivery, planning, ensuring client satisfaction, profitability (Gross Profit and/or Managers Operating Income) and providing account direction. Specific revenue and profit goals are established. This position routinely interfaces with other Foundever senior management globally. The Sr. Director's success is measured by the profitability and wellbeing of the account including financials, client satisfaction, employee development and retention.

• Manages day-to-day support for client requests and activities to ensure client satisfaction and achievement of Foundever's financial goals
• Typically manages large, complex clients
• Develops and executes client programs that meet client expectations in support of the company’s deliverables
• Measures, reports, and manages client satisfaction and dissatisfaction
• Ensures weekly / monthly / quarterly business reviews are executed in conjunction with internal operations staff
• Understands and documents program goals, objectives and metrics, and communicates them to internal operations
• Effectively researches, monitors, analyzes, and reports program performance
• Provides values-based leadership, training, and support through teamwork to accomplish common goals

The Site Director is the primary leader of site operations, who effectively coordinates between programs, support units and company leadership to deliver on all key universal metrics for the site, including:

• Employee Engagement and Satisfaction
• Retention
• Payroll accuracy
• Attendance
• Recruitment Fill Rates
• Site Financial Performance
• Site Safety and Preparedness
• Employee Corrective Action
• TOPS and BEST Compliance
• Corporate Social Responsibility Metrics and Engagement
• Learning and Development Metrics
• Site Efficiency / Utilization
• Security Compliance
• Employee Service Metrics

• The Director of Client Services is responsible for the day-to-day client relationship for assigned accounts as well as the leadership and development of assigned Account Managers.
• The individual in this position works hand in hand with their clients to understand their business needs.
• Collaborates and coordinates with internal groups and departments to ensure that those needs are met or exceeded.
• Provides overall account leadership including coordination of internal support resources to deliver on client's needs and expectations.
• Accountable for financial health and performance of Accounts, including Revenue, Gross Margin, and full P&L responsibility.
• Ensures complete understanding and compliance with all account specific contractual requirements.
• Understands client business needs, participates in solution development and effectively communicates solutions
• Directly manages assigned Account Managers and indirectly leads operational and support group personnel.
• Partners with Operations counterparts to ensure client KPI performance and complete program ownership.
• Espouses the Teleperformance values in every interaction.

• Acts as the overall project manager for their assigned accounts, coordinating the efforts of all internal and external parties involved and ensuring the proper flow of information between all parties
• Responsible for overseeing the implementation of new programs, ensuring compliance to contracts, to client requirements, and to Teleperformance standards
• Responsible for monitoring the performance of assigned accounts and developing solutions for performance improvement
• Responsible for the growth of their assigned account
• Drive day-to-day revenue and cost accountability throughout the organization
• Provide strategic solutions to enhance the client's business
• Day to day management of the relationship with the client for a customer service account

• Managed 7 Supervisors and 120 FTE on average
• Point of Contact in the absence of the Call Center Manager
• Streamlined and led Outlier Management Process Unit of the site
• Managed Nesting Unit of the site including Operations talk with trainees
• Conducted training for supervisors for client processes (escalation of cases)
• Conducted meetings (pre-shift, intra-shift and post-shift) with supervisors to address urgent issues, do stat readouts and discuss action plans
• Spent 60% of the day doing skip level audits and supervisor triads to check quality of coaching and application of RCA
• Kept close relation with Vendor Manager for all updates on product and urgent changes
• Introduced a new process for roster verification process for the site
• In charge of all client tool testing

Trained management team in newly launched TP Jamaica to be process oriented in terms of:

• Client processes
• Teleperformance Operational Processes and Standards
• Root cause analysis
• Data analysis

• Managed a team of 15 agents on average
• Ensured that 80% of the day is spent monitoring and coaching agents which focused on RCAs
• Responsible for performance and delivery of client KPI’s
• Ensured that all employee concerns are addressed such as payroll, scheduling, appraisals and performance management
• Ensured that all updates are cascaded effectively and in a timely manner by conducting pre-shift meetings with the agents to prepare them for work

• As a technical support representative, job responsibility focuses on servicing the cable clients with various problems ranging from connectivity, hardware and software configuration, Email and client products
• Additional responsibilities include Floor Support and Side-by-side coaching with new agents