Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Phillip Taylor

San Antonio,Texas

Summary

Energetic, high-fiving, competitive and employee centric leader with over 20 years in the call center industry. Leadership is definitely a lost art-form but its not lost on me. In my career, I have excelled at leading large groups of people in multiple different roles and LOBs to align for a single cause or goal. I create teams that are competitive and united. Teams that meet the target and have a fun time doing it. I also have years of BPO financial management experience and teach my front line teams how they play a role in achieving P&L success. I attribute my style of leadership to reading and following the principles of books like "Leaders Eat Last", "How Google Works", "Start with Why" as well as many others.

Overview

20
20
years of professional experience

Work History

Vice President of Operations

Ibex Global
05.2023 - Current
  • Managed a group of up 2500 agents and 300 frontline and senior leaders in the fast paced BPO field.
  • Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands
  • Drove team engagement to achieve aggressive company targets.
  • Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
  • Identified opportunities to improve business process flows and productivity.


Director of Operations

TaskUs
12.2022 - Current
  • Oversaw day-to-day production activities in accordance with business objectives.
  • Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
  • Successfully interfaced with clients across multiple industries ensuring success in performance, SOW/MSA execution and client satisfaction.
  • Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
  • Monitored budget and utilized operational resources.
  • Led change and transformation across business areas to deliver benefits and align company resources.
  • Managed 700+ team members across 10+ campaigns, overseeing approximately $50m in annual revenue.

Senior Site Director

Alorica
06.2017 - 09.2021
  • Facilitated effective communication between internal and external stakeholders.
  • Was brought in to improve performance and client relationship. Successfully accomplished best in class performance and won additional business based on relationship and performance.
  • Managed the day to day operations of a 1000 person site that was dedicated to one client in the retail space.
  • Hired and trained operations staff.
  • Managed day to day operations of multiple teams teams that were designed to support the operations group (HR, recruiting, training, IT, facilities).
  • Responsible for $60m+ in revenue.
  • Created processes and strategies to maintain 35-40% margin.

Site Director

Xerox
01.2011 - 06.2017
  • Managed the day to day operations of 700-100 employee site that was dedicated to a client in wireless.
  • Grew the B2B team from 50 heads to over 200
  • Improved relationship with the client through maniacal KPI focus.
  • Achieved best in class attrition through employee first leadership style.


Trainer/Operations Team Manager

T-mobile
05.2004 - 11.2010
  • Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Facilitated training for new hire classes and leader led continuing education sessions.
  • Assisted with curriculum development on new LMS learnings.

Education

High School Diploma -

Washington High School
Kansas City, KS

Skills

  • Business Management Principles
  • Financial Forecasting
  • Manage Budgets
  • Financial Management
  • Google Docs
  • Cost Management
  • Project Management
  • Microsoft Outlook
  • Customer Service
  • Microsoft Office
  • Human Resource Management
  • Financial Analysis

Accomplishments

    - Best in class QA performance

    - Best in class Bill to Pay performance

    - Best in Class employee retention

    - Biggest Loser Site Fitness Award

    - Community Works Champion

Timeline

Vice President of Operations

Ibex Global
05.2023 - Current

Director of Operations

TaskUs
12.2022 - Current

Senior Site Director

Alorica
06.2017 - 09.2021

Site Director

Xerox
01.2011 - 06.2017

Trainer/Operations Team Manager

T-mobile
05.2004 - 11.2010

High School Diploma -

Washington High School
Phillip Taylor