Customer support software
10 contact center operations experts
These ten operations leaders have held director-level contact center or call center roles inside operating companies. A reader can learn how in-house contact centers are staffed and run, and how companies work with outsourced contact center partners.
Professionals to explore
01—10James Tarsney
LinkedInExperience: Director of Contact Center Operations · Men's Wearhouse
Former Director of Contact Center Operations at Men's Wearhouse (2012–2015) and Vice President, Contact Center Operations at Tailored Brands, Inc. (2015–2023), and Sr. Director, Customer Experience and Contact Center Operations at 50Floor since 2024. The profile describes 15+ years leading inbound and outbound operations, from 30-agent teams to 200-300 agent enterprises.
Jeff Cundiff
LinkedInExperience: Sr. Director, Customer Contact Centers · Highlights for Children
Former Sr. Director, Customer Contact Centers (2018–2025), Director, Customer Contact Centers (2009–2018) and Manager, Contact Center Operations (2007–2009) at Highlights for Children. The profile also lists Director Call Center Operations at Westinghouse Outdoor Power Equipment (2025), described as leading inbound customer and authorized service center support.
Jeff Wagner
LinkedInExperience: Director, Contact Centers · Bank OZK
Director, Contact Centers at Bank OZK since 2026. Former Director, Customer Care and Workforce Management at Synovus (2019–2026) and Senior Director, Customer Service & Workforce Management at GreenSky® (2016–2019). The profile describes specializing in aligning the service level with the customer's value, building and leading teams, and workforce management.
Kevin Stephenson
LinkedInExperience: Contact Center Director · CenterPoint Energy
Contact Center Director at CenterPoint Energy since 2023. As Contact Center Manager at CenterPoint Energy (2020–2022), the profile says this person managed and motivated a 150-person team in the contact center and defined priorities and customer experience expectations. Other CenterPoint Energy roles listed include Vendor Relations Manager (2017–2020).
Michael Hansen
LinkedInExperience: Director Call Center Operations · Carter's | OshKosh B'gosh
Director Call Center Operations at Carter's | OshKosh B'gosh since 2018, and former Senior Manager, Call Center there (2015–2018). Former Director of Customer Care at Brookstone (2011–2015). The profile also lists DIRECTOR OF HUMAN RESOURCES at MACY'S LOGISTICS AND OPERATIONS (2008–2011).
Nancy Caldwell
LinkedInExperience: Director of Call Center Operations · Transamerica
Former Director of Call Center Operations at Transamerica (2002–2014), where the profile says this person directed multi-department sales and service teams across 4 in-house centers (350 representatives) and 2 outsourced centers, and oversaw an external contact center partner with 150 representatives. Former AVP Director of Customer Experience at Transamerica (2014–2017).
Natalie Gaunce
LinkedInExperience: Director of Retail Contact Center Operations · Humana
Former Director of Retail Contact Center Operations at Humana (2005–2022), where the profile describes day-to-day operations of contact centers handling 1M inbound calls per month and managing a $134M budget. Other Humana roles listed are Director of Continuous Improvement (2000–2002) and Director of Operations - Dedicated Accounts (2004–2005).
Robert Nepple
LinkedInExperience: Senior Director of Call Center Operations · FanDuel
Senior Director of Call Center Operations at FanDuel since 2024, and listed as Director of Call Center Operations there from 2022 to 2024. At Verizon Connect, the profile lists Director of Call Center Operations (2014–2017) and Sr. Manager, Operations (2017–2022), noting a director role reclassified to Sr Manager with global oversight of Tier1 customer support delivered through outsourced vendor partners.
Shyam Kukkapalli
LinkedInExperience: Director - Contact Center Resource Planning and Work Force Management · United Airlines
Director - Contact Center Resource Planning and Work Force Management at United Airlines since 2019. Other United Airlines roles listed are Sr. Manager - Contact Centers (2004–2008), Director - Contact Center Operations (2008–2011) and Director - Contact Center Supplier Strategy and Performance (2011–2019).
Tim McGrath
LinkedInExperience: Director, Contact Centers · Eversource Energy
Director, Contact Centers at Eversource Energy since 2018. Former Manager, Residential and Business Call Centers - Eastern Massachusetts (2016–2018) and Senior Workforce Planning Specialist Team Supervisor (2010–2016) at Eversource Energy, and Director of Operations at Ansaphone Service, Inc. (2004–2007).
Choose the right perspective
Match the person's operation to yours, since a contact center of a few dozen agents differs from a multi-site operation that also manages outsourced partners. Also decide whether your question is mainly about workforce management and staffing, service quality or vendor management, and pick someone whose roles centered on that.
Questions to take into the conversation
- 01How do you forecast volume and set staffing so that you hit service levels without overstaffing?
- 02When does it make sense to outsource part of a contact center, and how do you manage an outsourced partner day to day?
- 03Which metrics do you review every week to run a contact center, and which ones do you report to executives?
Reaching contact center operations experts
How can I contact one of these contact center operations experts?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 10 companies, including Men's Wearhouse, Highlights for Children and Bank OZK, based on profile data retrieved on October 3, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach contact center operations experts?
You choose the offer, starting at $5 per person. It includes Instant Expert's 20% fee, so an offer that pays the person $100 costs you $125. You're charged only when the person books the call or sends the answer.
What if they don't reply?
You pay nothing. Instant Expert sends follow-up reminders, and if the person hasn't booked or answered within 7 days, the request expires and any hold on your card is released. You can invite several of the 10 people on this list at once and cap your total spend, so you pay only for the ones who accept.
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot and may describe past or present roles. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.
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