Chris Mackintosh BA (Hons), CIPD, F. Inst.LM, ISM

Qatar: +974-****-****

WhatsApp: +63-956-***-****

eMail: adbdtt@r.postjobfree.com

Skype: chris.d.mackintosh

Linked In: linkedin.com/in/chris-mackintosh-7863a55/

Global Operations Director - (Based Offshore)

25+ years success transformational leading and servicing the B2C and B2B industry

A trusted industry expert and advisor as a global reference point on BPO, Multi-Channel / Omni Channel Call, Contact and Customer Support Centre operations. Specialist in all facets of operational leadership and project execution. Experienced in service efficiency turnaround including customer satisfaction (CSAT) and in developing world-class multi-country operations for organisations. Deeply conversant with international industry and legislation dynamics synonymous within Australia, USA, South Africa, Philippines, India, UAE, South America and UK markets. Repeated success exceeding pre-agreed KPI’s and Metrics whilst adhering to compliance.

Highlights of Expertise - (Training)

Fellow - Institute of Leadership Management

Advanced Certificate - Chartered institute of Personnel Development

Prince 2

Team Building / Negotiation / Problem Solving

Negotiation and Decision Making

BPO / Call Centre Management / Operations

Trainer - Neuro-Linguistic Programming, CBT, MSD, BPO, CRM and Customer Service

Project, Strategy and Change Management

Script Writing, Rebuttals and CIPP

Customer Service / Retention / Compliance

Career Experience

StarLink LLC / Ooredoo Qatar

Overall responsibility for Multi-Channel Contact, Call and Customer Service Centre. Leadership and delivery for operational efficiency service level turnaround and managing 700+ FTE’(s) within Qatar GCC.

DIRECTOR MULTI-CHANNEL CALL CENTRE and OUTSOURCING OPERATIONS - (Dec 2018 to Present)

Overall responsible for Multi-channel operational delivery and execution of Contact, Call and Customer Service Centre metrics and processes for inbound and outbound multi-blended calls and activation segments via language variations.

Provided new initiatives to bring the centre into the forefront of global customer service, invented processes to improve performance in level’s 1 and 2 increasing FCR and reducing complaint escalation. Increased efficiency and service levels within targeted calling and interaction volumes. Updated appropriate partnership management tools to analyse and manage performance versus contractual operational KPI’s and customer satisfaction (CSAT).

Instrumental in leading the centre turnaround via bettered QSL, VOC, improvement of FCR, AHT and speed of answer. Further Improved technical advantage with emerging trends in operations management and developed high level interaction with all stakeholders.

Achievements - Increased efficiency / Service Level Metrics / CSAT percentages; Increased overall outbound / tele-marketing performance, dialled, connections and conversion’s x 300%; Installation of new dialler technology

OneForce BPO Ltd / TeleForce Technologies (PVT) Ltd

Established start-up business and developed to multiple centres throughout India, the Philippines, South America, Nepal and South Africa with a turnover of over £12M and FTE’(s) to 1600+.

DIRECTOR BPO and MULTI-SITE CALL CENTRE OPERATIONS - (Sept 2015 to Dec 2018)

Bottom-line responsibility for all operational delivery for Global Offshore, Outsourcing BPO Contact and Call Centre Group. Delivered processes across inbound, outbound voice and non-voice for B2C and B2B clients.

Actualised BPO process and campaign solutions for calling via offshore call centres and execute calls to the UK, USA and AU markets.

Instrumental in the business expansion to 1600+ FTE’s via new build and seat lease centres across South America, South Africa, Philippines, India, and the UK.

Provided clients, subject matter, leadership and guidance expertise for all senior and junior management alongside client account management partnerships.

Achievements - Launched 200+ seats in the Nepal centre from start-up; Launched 300+ seats in the Philippine centre from start-up; Developed Indian and South American sites to 800+ seats; Initiated JV 300+ seats South Africa inbound and outbound customers service delivery creating a world-class entity.

Generating Leads Solutions Ltd / Cegura Technologies (PVT) Ltd

Acquired, transformed and restructured the business from multiple outsourced centres to an owned brand centre(s) to 1,300+ seats and an accelerated turnover increase from £1.5M to £6.5M and profit to £2.8M.

MANAGING DIRECTOR BPO and MULTI-SITE CALL CENTRE OPERATIONS - (Dec 2011 to Sept 2015)

Created and implemented robust solutions for multiple global offshore, outsourcing BPO contact / call centres delivering multi-blended inbound, outbound B2C and B2B processes calling the UK, USA, and AU markets.

Headed all call centre resources 1,300+ FTE’s within South Africa, Philippines, India, and UK. Leading the senior management team and key operations heads spanning IT, CRM, Data, Campaign Management, Business Development and Senior Level Client Account Management partnerships.

Achievements - Established centre(s) in India from start-up 10 seats to a fully operational 850+ seats, further developed the Philippines from a 20-seat start-up to a 400+ call centre creating a world class entity.

INTERIM MANAGEMENT, CONSULTANCY and TRAINING - (Jul 2004 to Dec 2011)

Applied expertise to successfully deliver efficiency and service level enhancement in operations, P&L management, project delivery and board level stakeholder management. Industry sectors included Inbound / Outbound multi-blended Call Centres, Betting, Gaming, Capital Equipment and TV Screen Media Broadcasting.

Chris Mackintosh Multi-Channel Contact, Call Centre and BPO Outsourcing

SENIOR INTERIM OPERATIONS and TRAINING MANAGEMENT - (Jun 2009 to Dec 2011)

BPO consulting, operations and interim management services for global outbound and multi-channel Inbound contact centres and BPO organisations and their clients. (Phruit, Fusion BPO and Simply Outbound)

Introduced performance metrics and competitor benchmarking exercises to adopt best practice in processes.

Implemented seamless systems, structures and procedures for centres and BPO’s alongside management practices, call or interaction processes, reporting systems and strategies by identifying synergies and integrating throughout all the divisions globally.

Sportech PLC (Littlewoods Pools, Betting and Gaming)

COMMERCIAL and OPERATIONS DIRECTOR - (May 2007 to Jun 2009)

Responsible for game distribution channels - CTNs, D2D collectors, direct mail, call centre, Game Co partnerships, bingo halls and sports clubs. (80+ direct / 12,000+ indirect collector channels and 7000+retail channels)

Successfully acquired and converted 120+ seat inbound call centre to a 500+ seats outbound direct client acquisition, inclusive of Vernon’s Ladbrokes and independent bookmaker and gaming retailers.

Launched new gaming, machine play, online and charity (football pools trust) channels.

Attracted robust partnerships with multiple / independent bookmakers and pub leisure retailers.

Neopost Limited, UK - PROJECT OPERATIONS DEVELOPMENT DIRECTOR - (Aug 2005 to May 2007)

The Life Channel, UK - COMMERCIAL and OPERATIONS DIRECTOR - (Jul 2004 to Aug 2005)

Education

BA (Hons) - Marketing

BTEC - National Diploma (Business Marketing)

General Certificate of Education (GCE’s) - English, Maths, History, Chemistry, Physics, Economics, Art and Geography

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