Wayne Borg

Background

About Wayne Borg

I lead Operations teams and projects that sit at the intersection of people, process, and technology. Over the years, I’ve managed teams of QA specialists, shift leaders, and frontline agents, helping them perform at their best while driving continuous improvements across the business. I focus on practical automation and workflow design. Whether it’s building tailored chatbots, streamlining processes, or migrating to new CX platforms, my goal is always the same: to make operations smoother, faster, and more scalable without adding unnecessary complexity. Some highlights of my work include: Leading cross-functional projects that introduce automation and improve efficiency across multiple departments. Managing large operations teams (45+ people), ensuring alignment between QA, shift leaders, and agents. Overseeing CX platform migrations and implementations that improved customer satisfaction and team productivity. Driving measurable results in operational efficiency, team performance, and customer experience. I enjoy solving business challenges with accessible, cost-effective tools, and I thrive in environments where both people and processes are constantly evolving. For me, success means building operations that can scale confidently while keeping the customer experience at the center.