Edmundo Alvarez

About Edmundo Alvarez

Extensive Call Center Leadership experience.Leadership Management and DevelopmentStrategic Planning and ExecutionOffshore Call Center Ramp Up and Leadership experienceOperations Leadership ExpertiseProcess Improvement ManagementWorkforce ManagementLeadership Development of Call Center Directors and Managers expertiseOrganization/Cross Functional/ and Project Team ManagementQuality process creation and leadership developmentBusiness Strategic Planning and Execution.Call Center and Operations Management : US based and International, Inbound and Outbound, Internal and BPO.ISO, Business Continuity, Disaster Recovery, Quality and Center Management standards of operation creation.Strategy formation and execution

Experience

1. Senior Director of Global Operations and Call Center Management

   Cyracom Language Solutions

   Nov 2021 — Present

   Responsible for the day-to-day global operations and ramp up of Cyracom\'s US based and international call centers. Responsibilities include leadership development, Compliance, P/L, Vendor Management, and leading our Quality departments. Primary goal is to meet the KPI goals of our internal and external stakeholders while managing the growth and expansion of our company. Primary goal is to ensure that the Operations department meets all of the customer service KPI goals; including service level commitments through the management of retention of employees and workforce management best practices. My main accomplishment was growing our Interpreter headcount staffing levels from 200 to over 2,500 from two US based call centers to 6 US based centers and two international ones along with numerous Vendors in Central America and Asia while meeting all of our ISO Compliance Standards.

Education

• Texas A&M University

  B.S, Economics

Skills

• Leadership Development
• Forecasting
• Sales Management
• Recruiting
• Operations Management
• Cross-Functional Team Leadership
• Strategy
• Program Management
• Team Management
• Salesforce.com
• Telecommunications
• Analysis
• Team Leadership
• Sales
• Organizational Development
• Lead Generation
• Vendor Management
• Budget
• Project Management
• Coaching
• Account Management
• Change Management
• Outsourcing
• Contact Centers
• Quality Assurance
• Bpo
• Workforce Management
• Human Resources
• Training
• Customer Satisfaction
• Call Center Development
• New Business Development
• Call Center
• Process Improvement
• Management
• Team Building
• Business Analysis
• Business Process Improvement
• Sales Operations
• Customer Retention