Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced the addition of Mr. Glenn McCormack as the new site director of its Providence II site on the Georgetown Campus in Georgetown, Guyana. Mr. McCormack will report directly to Richard Brinson, VP of Operations in that country. Operations, learning management, and recruitment managers assigned to this new structure will be reporting to him.
McCormack is a graduate of the University of Wisconsin at Madison by way of Nova Scotia, Canada. He received his Bachelor of Commerce Degree in International Business in 1992 and earned his MBA in 1998 from the University of Wisconsin.
After college, McCormack joined the ICT Group, a Global BPO Organization, and held several progressive positions including director, vice president and general manager, and senior vice president and general manager. As an integral part of this organization, McCormack spent eleven years growing the company’s global presence in Canada, the Philippines, Ireland, the UK, Australia, India, Barbados, and the U.S., helping the company become a global leader in the delivery of end-to-end customer sales, service, marketing, technology, and back-office BPO services.
In 2004, McCormack joined AOL, LLC as vice president and general manager. In this role, he managed all Member Services operations for AOL Canada and assisted in managing Member Services operations in the U.S., while securing revenue-generating programs driving the Member Services sites from pure cost centers to revenue generating sites.
Near the end of 2007, McCormack pursued a new challenge and moved to Sacramento, California where he joined GoAmerica as vice president of operations in the business of VRS (Video Relay Services), concentrating on global customer service; technical support; outsourcing; vendor partnerships; and onshore, near shore, and offshore operations.
In December 2011, McCormack returned to Canada and was engaged by Reliance Protectron (2011 – 2015) and Sitel (2015 – 2016) to lead transformations of their respective contact center operations. He delivered measurable impact on customer care, accounts receivable, and offshore and virtual contact center operations, while directing an +800-seat site and powering best-in-class customer service for industry-leading clients.
McCormack is also a member of the Society of Industry Leaders and is a supporter of several charitable organizations, including the Canadian Cancer Society, The United Way, and the Alzheimer Society of Canada. Qualfon welcomes Glenn and looks forward to a long and productive relationship.
Qualfon is a mission-driven BPO company and a global provider of contact center services and back-office processing. With experienced BPO leadership and a strong track record of business growth dating back to our founding in 1995, Qualfon helps companies reduce costs and deliver superior customer experiences. Today, we have approximately 12,000 employees serving international brands across many industries, and our intelligent outsourcing locations span the United States, the Philippines, Guyana S.A., and Mexico. Qualfon’s mission to “Be the Best BPO, Make People’s Lives Better” means we invest in our people and, in return, they take better care of you and your customers. Qualfon’s employee retention regularly exceeds the industry average, which creates a people-driven value chain: Our employees stay longer, providing you a higher quality service at a lower price.