Marc Hillman

Background

About Marc Hillman

Experienced senior director of workforce management with a record of optimizing contact centers- Partnered successfully with cross-functional teams including Sales, Account Management, Human Resources, Operations, Quality, Information Technology, Telecommunications, Training and Finance to reduce risk, and achieve targeted service levels and budgets at Business Process Outsourcers (BPOs)- Directed contact center site management activities to increase operational efficiency, generating a 30% improvement to productivity at a BPO- Effectively managed an operational labor budget of $263M, explaining monthly variances to government executives- Developed and managed a contact center hiring plan for 10 sites, 3 business process outsourcers, agents, and almost support staff; including 14 different languages and both inbound calls and outbound dialing campaigns – 2020 US Census contact centers- Quickly and efficiently integrated a newly purchased competitor into all areas of contact center operations- Successfully delivered persuasive presentations to existing- and potential- customers, as well as senior executives, both in the commercial space and the federal governmentI have built- and managed- high performance teams throughout my career and I continue to mentor former colleagues.