William Emmerson

Background

About William Emmerson

Advancing through roles of increasing accountability and scope, I bring experience in vendor, human capital, and operations strategy design and deployment. I succeed by building relationships with customers, internal teams, and vendors. I thrive when overcoming the most complex operational challenges. In my current role as Vendor Strategy and Operations Director, I was recruited for the role to build the offshore call center strategy following the acquisition of BBVA. I manage RFPs and oversee operational contract negotiations. I hold three primary offshore call center vendors across 5 major locations accountable to all KPIs with a team of 1400. A few examples of my capabilities-Saved $120M on a 5-year run rate after outsourcing call center capabilities to offshore vendors, building five locations in Clark, Manila, Cebu, Mexico City and Bogota, three locations in the Philippines, one in Mexico and one in Colombia-Managed multiple RFP’s to ensure PNC is selecting the best vendor possible-Realized a $3.8M savings for every 100 agents offshored based on a 50% cost savings through offshoring. Recently challenged with building a vendor management center of excellence (COE) across the entire enterprise based on Care Center success rates, bringing in Back Office functions, and outsourcing 50% of the headcount over the next 3 years.I’m always looking to grow my network and make new connections. To connect, message me here or email: Wemmerson83@gmail.com