Edmundo Alvarez
Senior Director of Global Operations and Call Center Management @Cyracom Language Solutions
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WORK HISTORY
Senior Director of Global Operations and Call Center Management @Cyracom Language Solutions
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
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
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