Javier Palacio

Depending on the Customer Care Director, I was in charge of customer care operations to residential and SME customers. Main responsibilities: • Annual budget • Department strategy: Customer operation SLAs, quantitative and qualitative targets for Contact Centres, management strategy at Insourcing / Outsourcing centres. • Managing Customer Care Centres in Spain and Latawith over 2000 customer care specialists. • Recruitment and hiring for Outsourcers´ customer care centre network

I was in charge of the overall strategy, annual Business Plan, P/L and day-to-day running of the company in Spain, reporting directly to the Group President.

Reporting directly to the Spanish CEO I was a member of the board of Directors and as a Business Unit I was in charge of the 3 main accounts for several sectors (Banking, Inssurances, Telecommunications) which represented 70% of TTEC Spain´s turnover in this period. • P/L of the Unit. • Management of the sales and operative teams for each account. • Creating Sales offers, responding to RFP/RFI, designing new solution and launching projects. • Main contact with senior management client

Reporting directly to the Spanish CEO and with Board of Directors responsibilities, I was in charge of human, technical (IT + Facilities) and budgetary operational resources. • Planning, implementing and management of BPO and contracted Customer Care services, assuring quality, profitability and meeting client expectations, in an ISO 9002 environment. • Management of the recruitment, production and IT departments with 3,500 staff in this period. • Implementation of new Call Centres