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.
Looking for a job
Ricardo Sosa
@ricardososa
Senior Operations leader driving workforce optimization and CX performance.
MexicoWhat I'm looking for
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.
Experience
Work history, roles, and key accomplishments
Current
Leading large-scale service delivery operations, driving operational excellence, client success, and high-performing teams through data-driven strategy and continuous improvement.
Leading enterprise workforce strategy by optimizing forecasting, capacity planning, scheduling, and operational performance to drive business growth and customer success.
Education
Degrees, certifications, and relevant coursework
Universidad Interamericana para el Desarrollo (UNID)
Bachelor of Business Administration (BBA), Business Administration
Earned a Bachelor of Business Administration (BBA) from Universidad Interamericana para el Desarrollo (UNID).
LS
Lean Six Sigma
Lean Six Sigma Certifications (Black Belt, Green Belt, Yellow Belt), Lean Six Sigma
Completed Lean Six Sigma certifications including Black Belt, Green Belt, and Yellow Belt.
Project Management Institute
Operations Excellence Foundation, Project Management
Completed the Operations Excellence Foundation certification through the Project Management Institute.
Availability
Looking for a job
Location
MexicoAuthorized to work in
Salary expectations
75k+ USD
Social media
Job categories
Skills
Workforce ManagementWorkforce OptimizationKPI ManagementContinuous ImprovementBPOForecastingSchedulingcustomer success strategyCustomer Experience (CX)NPSCSATAHTSLASHKOCCCost OptimizationProcess ImprovementData Driven Decision MakingDashboardsService DeliveryClient Relationship ManagementLean Six Sigma Black BeltAdvanced ExcelLean Six Sigma Yellow Belt Remote
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