Teams at Full Potential Solutions

Supervise QA Analysts and ensure consistent service-quality evaluations across call center or BPO operations. Develop quality-monitoring frameworks, scorecards, and reports; analyze performance data to identify trends and improvement opportunities; collaborate with operations and training teams; provide coaching and actionable feedback; conduct calibration sessions; present quality metrics to management; and ensure compliance with company and client standards.

Drives high-volume talent sourcing for customer service, technical support, and sales roles. Builds candidate pipelines through job boards, social media, Boolean searches, referrals, community events, campus recruitment, and government job fairs. Screens applicants, manages ATS records, re-engages dormant candidates, and tracks sourcing funnel metrics. The role requires meeting aggressive hiring targets, supporting recruitment campaigns, working flexible shifts, and traveling locally for recruitment events.

Leads large-scale, multi-account contact center operations across voice and non-voice channels. Oversees managers and support functions, ensuring KPI, SLA, client satisfaction, profitability, compliance, workforce optimization, and continuous improvement. Manages operational P&L, labor costs, client governance, business continuity, employee engagement, and scaling initiatives. Requires senior-level BPO leadership, multi-channel delivery expertise, financial management, and enterprise client relationship skills.