As the Managing Director for Teleperformance Philippines, Travis serves as the country head for the largest employee base, and one of the most strategic regions, within the Teleperformance global footprint. He has responsibility for day-to-day Leadership and strategic direction of over 40,000 employees, supporting more than 100 clients, operating out of 16 delivery centers across the Philippines
As the Managing Director for Teleperformance Philippines, Travis serves as the country head for the largest employee base, and one of the most strategic regions, within the Teleperformance global footprint. He has responsibility for day-to-day Leadership and strategic direction of over 40,000 employees, supporting more than 100 clients, operating out of 16 delivery centers across the Philippines market.
Travis has spent over 20 years in the contact center industry – spanning both the client and provider space – living and working in the U.S. and the Philippines and managing teams in India, Mexico and Canada. He’s held leadership roles across various operational and support departments and has experience driving results across a broad spectrum of industry verticals including Consumer Electronics, Personal Computer, Software, Broadband/ISP, Wireless/Mobility, Healthcare, Digital Commerce, Pay TV, as well as Travel and Hospitality.
Managing Director @ Day-to-day leadership and full P&L accountability for the 2nd largest private employer in the Philippines, and the largest single concentration of Teleperformance employees worldwide. From January 2014 to Present (2 years) PhilippinesExecutive Vice President, Advanced Services Division @ Responsible for leading over 6,000 employees supporting multiple clients and lines of business across four sites in Florida, Louisiana, and Michigan. From October 2011 to December 2013 (2 years 3 months) Miami/Fort Lauderdale AreaVice President of Client Services @ Responsible for leading the Client Services organization for our Philippines operations. From August 2009 to October 2011 (2 years 3 months) Director of Client Services @ Responsible for leading a team of geographically dispersed account managers and providing day-to-day client services and operational leadership for the largest contact center solution provider in the world. Managed global technical support and customer service programs in the US, India, and the Philippines. Responsible for interfacing and coordinating internal support groups including Workforce Management, Reporting, IT, Operations, and Recruiting as well as acting as the liaison between these groups and the client. Accountable for driving revenue in excess of $55M as well as overall P&L management. From May 2006 to August 2009 (3 years 4 months) Manager, Decision Support @ Responsible for providing reporting, analytical, and planning support within a multi-business unit, multi-center environment with both in-house and outsourced contact centers. Provided long term cost of sales and contact volume forecasting for multiple business units. Drove contact center strategy through the analysis of contact drivers and key performance indicators. Championed the implementation of contact center technology including reporting and analytics solutions and call routing platforms. From July 2002 to May 2006 (3 years 11 months) Manager, Call Center Operations @ Responsible for Contact Center Operations in a startup environment, including forecasting contact volume and resource requirements; scheduling and staffing; reporting and analysis; and real-time performance management. Managed the development of Siebel's CRM solution in addition to customer and dealer facing knowledge management tools. Developed partnerships with outsource vendors to enable staff scalability and business continuity. From May 2000 to July 2002 (2 years 3 months) Sr. Manager, Service & Support @ Responsible for implementing and managing customer support strategy for the NEC, ZDS, and Packard Bell consumer and commercial customer bases. Managed 200+ agents providing multi-channel customer support. Drove product improvements through "Voice of the Customer" feedback and contact driver analysis. Developed the NEC Major Accounts group who provided support to high-profile, high-value corporate accounts. From October 1995 to May 2000 (4 years 8 months)
Travis Coates is skilled in: Workforce Management, CRM, Knowledge Management, Strategy, Training, Quality Management, Strategic Planning, Decision Support, Routing, Service Level Management, Forecasting, Call Centers, Outsourcing, Program Management, Management
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