Ricardo Sosa

I’m looking to lead global operations, driving workforce optimization and CX results through data-driven KPI management. I want to scale continuous improvement initiatives that strengthen SLA compliance, stability, and business growth. I’m a Senior Operations and Workforce Management leader with 12+ years of experience leading large-scale BPO operations across fintech, healthcare, retail, automotive, and e-commerce. I’ve managed operations of up to 600 FTE, improving service delivery performance through rigorous KPI management and continuous improvement. In my most recent roles, I led service delivery for accounts exceeding $700K USD in monthly revenue, and delivered measurable results like NPS & CSAT avg. improvement (+20pp) and operational cost efficiency of 7%–10% by optimizing staffing in Mérida, Yucatán. I’m energized by data-driven decision making—forecasting, scheduling, SLA compliance, and dashboards—while building high-performance teams and supporting ramp-up across accounts.