Fabian Sequeira

Operations and BPO Contact Center Manager with 13+ years of leadership experience across multi-client operations, sales, customer service, and business development. Led operations supporting 150+ agents through 7 direct-report supervisors. Experienced in corporate client relationships, contract negotiations, campaign pricing, workforce performance, KPI management, recruitment, and cross-functional operations.

Operations Manager / Call Center Manager at Digital Forensics Corp (2024-05 – Present)

• Led day-to-day Costa Rica office and call center operations, coordinating administrative and operational priorities.
• Oversaw recruitment, onboarding, employee relations, performance management, and HR administration.
• Monitored sales and service performance, KPIs, coaching activities, and operational reporting.
• Managed facilities, vendor relationships, maintenance projects, and company properties.
• Partnered with executive leadership on operational procedures and process improvements.

Call Center Manager at Costa Rica's Call Center (CCC) (2013-01 – 2024-04)

• Directed multi-client BPO operations supporting 150+ agents through 7 direct-report supervisors.
• Served as the primary liaison between corporate clients and call center operations, coordinating client relationships and service delivery.
• Oversaw campaigns in sales, customer service, collections, technical support, debt settlement, real estate appointment setting, legal assistance, and third-party logistics (3PL).
• Participated in new client acquisition, contract negotiations, campaign pricing, and client renewals.
• Led supervisory teams and managed workforce planning, staffing coordination, productivity, performance reviews, and operational KPIs.
• Worked with senior leadership to address client needs, improve processes, and support business growth.