Open to opportunities

Jason Bourdon

@jasonbourdon

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Proven leader in workforce management and contact center operations.

United States

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What I'm looking for

I am seeking a role that allows me to leverage my expertise in workforce management while fostering a culture of excellence and innovation.

I am an experienced professional with a proven track record of transforming underperforming contact centers into scalable, customer-centric operations. My expertise lies in workforce strategy, cross-functional leadership, and leveraging technology to drive profitability. I have successfully spearheaded enterprise-wide workforce management strategies, improving key performance metrics and enhancing customer satisfaction.

Throughout my career, I have held leadership positions in various organizations, where I directed end-to-end operations and implemented innovative solutions that resulted in significant margin improvements and operational efficiencies. I am passionate about developing talent and fostering a culture of continuous improvement, ensuring that teams are equipped to meet the evolving demands of the industry.

With a strong foundation in both technical and operational aspects of contact center management, I am committed to delivering exceptional results and driving organizational success. I thrive in dynamic environments and am always looking for opportunities to leverage my skills to create impactful change.

Experience

Work history, roles, and key accomplishments

Director of Workforce Management

Electronic Caregiver

Aug 2022 - Feb 2025 (2 years 6 months)

Spearheaded enterprise-wide WFM strategy across forecasting, scheduling, real-time, and performance analytics. Owned full IVR design and call routing logic using Five9, improving FCR and CSAT scores.

Workforce Management Five9 IVR Routing Business Intelligence SOP Development

Senior Director of Call Center Services

Travel Outlook

Jan 2020 - Aug 2022 (2 years 7 months)

Directed end-to-end operations for a 150-seat omnichannel contact center, reporting directly to ownership. Delivered 10pp margin improvements through sales training initiatives, capacity planning, and policy changes.

Sales Training Capacity Planning Client Success Talent Acquisition

Workforce Management & Analytics Manager

NAVIS

Aug 2015 - Feb 2019 (3 years 6 months)

Launched cloud-based contact center infrastructure and improved WFM forecasting accuracy by 35%. Designed real-time dashboards and automated financial reporting, driving agile business decisions.

Workforce Management Forecasting Dashboards Financial Reporting Agile Methodologies

Operations Management Desk Manager

SYKES

Apr 2013 - May 2015 (2 years 1 month)

Led 0-to-400 seat launch of a telecom contact center, managing cross-functional ramp-up in under 12 months. Delivered P&L accountability, client SLA oversight, and vendor partnership performance reviews.

Operations Management P&L management SLA Management Vendor Management Performance Metrics

Customer Care Support Manager

Harry and David

Aug 2010 - Apr 2013 (2 years 8 months)

Managed rapid workforce scaling from 80 to 3,000 agents across internal and BPO locations. Successfully launched a $1.2M Avaya phone system and introduced omnichannel platforms for chat/email.

BPO Avaya Training Streamlining Customer Care

Education

Degrees, certifications, and relevant coursework

ITT Technical Institute

Associate of Science, Electronic Engineering

Focused on the fundamentals of electronic engineering, including digital logic, computer systems, AC/DC circuits, Boolean logic, and applied mathematics. Gained a strong foundation in the principles of electrical and computer systems.