César Ramírez Soto

I build and scale contact center operations that deliver both performance and human impact.

With over 10 years of experience in healthcare and global service delivery environments, I specialize in designing structured operations from the ground up — aligning people, processes, technology, and performance metrics to create sustainable, high-performing teams.

Most recently, I led the creation and expansion of a U.S.-based healthcare Access Center in Costa Rica, growing the organization to 150+ professionals across Operations, Workforce Management, Quality Assurance, Training, IT Service Desk, and Process Improvement. My work focuses on transforming complexity into clear operating models that improve service levels, patient experience, and operational efficiency.

I believe strong operations are built through structure, empathy, and accountability. Behind every KPI there are people — both teams and patients — and sustainable performance comes from balancing execution with purpose.

My areas of focus include:

• Global Contact Center Operations & Service Delivery
• Healthcare Patient Access & Scheduling Operations
• Workforce Management & Capacity Planning
• KPI Governance, QA Frameworks & Operational Excellence
• Building and Scaling Delivery Organizations

I’m particularly interested in opportunities where I can help organizations stabilize, scale, and elevate operations while strengthening leadership teams and customer or patient experience.

Director of Operations 

As Director of Operations, I led the launch, scaling, and ongoing performance of a high-volume, multi-site healthcare contact center operation supporting U.S.-based clinical services from Costa Rica.

Built and scaled a U.S.-based healthcare Access Center from concept to 150+ employees, designing the full operational ecosystem across Operations, WFM, QA, Training, IT Service Desk, and Process Improvement.

My role focused on driving operational efficiency, workforce optimization, and predictable performance through data-driven decision-making, KPI management, and leadership development. I partnered closely with U.S. stakeholders to align expectations, improve patient access outcomes, and support long-term scalability.

Key Contributions & Focus Areas:

Launched and scaled a nearshore healthcare operations hub from the ground up
Built leadership structure and performance management frameworks
Implemented WFM, QA, and training programs to stabilize and improve KPIs
Drove cost control and workforce optimization in high-volume environments
Led process improvement and automation initiatives
Strengthened cross-border collaboration and client/stakeholder trustAs Director of Operations, I led the launch, scaling, and ongoing performance of a high-volume, multi-site healthcare contact center operation supporting U.S.-based clinical services from Costa Rica. Built and scaled a U.S.-based healthcare Access Center from concept to 150+ employees, designing the full operational ecosystem across Operations, WFM, QA, Training, IT Service Desk, and Process Improvement. My role focused on driving operational efficiency, workforce optimization, and predictable performance through data-driven decision-making, KPI management, and leadership development. I partnered closely with U.S. stakeholders to align expectations, improve patient access outcomes, and support long-term scalability. Key Contributions & Focus Areas: Launched and scaled a nearshore healthcare operations hub from the ground up Built leadership structure and performance management frameworks Implemented WFM, QA, and training programs to stabilize and improve KPIs Drove cost control and workforce optimization in high-volume environments Led process improvement and automation initiatives Strengthened cross-border collaboration and client/stakeholder trust

Aptitudes: Inteligencia empresarial · Contratación de Personal · Desarrollo de liderazgo · Análisis de negocio · Captación de candidatos global · Crecimiento estratégico · Planificación de la producción · Indicadores clave de desempeño · Service Delivery Leadership · Satisfacción del cliente · Métricas de rendimiento · Control operacional · Administración de centros de llamadas · BPO & Shared Services · Gestión del talento · Dirección ejecutiva · Mejora continua · Desarrollo de personal · Desarrollo de equipos · Customer Experience Strategy · Liderazgo · Liderazgo de equipos multidisciplinarios · Servicio de atención al cliente · Adaptabilidad · Construcción · Aptitudes para la supervisión · Gestión de Reducción de Costos · Administración logística · Establecer prioridades del trabajo · Operational Strategy · Resolución de incidencias · Formación · Centro de Rendimiento de Operaciones de Clientes · Aseguramiento de la calidad · Contratación de personal · Operaciones diarias · Analítica empresarial · Forecasting & Analytics · Operaciones · Telecomunicaciones · Planificación de negociosAptitudes: Inteligencia empresarial · Contratación de Personal · Desarrollo de liderazgo · Análisis de negocio · Captación de candidatos global · Crecimiento estratégico · Planificación de la producción · Indicadores clave de desempeño · Service Delivery Leadership · Satisfacción del cliente · Métricas de rendimiento · Control operacional · Administración de centros de llamadas · BPO & Shared Services · Gestión del talento · Dirección ejecutiva · Mejora continua · Desarrollo de personal · Desarrollo de equipos · Customer Experience Strategy · Liderazgo · Liderazgo de equipos multidisciplinarios · Servicio de atención al cliente · Adaptabilidad · Construcción · Aptitudes para la supervisión · Gestión de Reducción de Costos · Administración logística · Establecer prioridades del trabajo · Operational Strategy · Resolución de incidencias · Formación · Centro de Rendimiento de Operaciones de Clientes · Aseguramiento de la calidad · Contratación de personal · Operaciones diarias · Analítica empresarial · Forecasting & Analytics · Operaciones · Telecomunicaciones · Planificación de negocios

Operations Manager

As Operations Manager, I led the day-to-day performance and execution of a centralized, high-volume healthcare contact center supporting U.S.-based operations.

I managed a multi-layer team that included supervisors, trainers, and operational support staff, with full accountability for service levels, quality, workforce performance, and customer (patient) experience. My focus was on stabilizing operations, improving productivity, and creating the structure needed to scale.

I worked closely with senior leadership to monitor KPIs, optimize staffing models, and implement standardized, repeatable processes that improved efficiency, cost control, and service consistency. This role was critical in strengthening leadership capability and preparing the operation for future growth.

Key Contributions & Focus Areas:

Led daily operations for a high-volume healthcare contact center
Managed supervisors, trainers, and support teams
Improved service delivery, quality, and customer/patient experience
Supported workforce planning, staffing optimization, and cost efficiency
Implemented process improvements and operational standardization
Partnered closely with U.S. leadership on performance and prioritiesAs Operations Manager, I led the day-to-day performance and execution of a centralized, high-volume healthcare contact center supporting U.S.-based operations. I managed a multi-layer team that included supervisors, trainers, and operational support staff, with full accountability for service levels, quality, workforce performance, and customer (patient) experience. My focus was on stabilizing operations, improving productivity, and creating the structure needed to scale. I worked closely with senior leadership to monitor KPIs, optimize staffing models, and implement standardized, repeatable processes that improved efficiency, cost control, and service consistency. This role was critical in strengthening leadership capability and preparing the operation for future growth. Key Contributions & Focus Areas: Led daily operations for a high-volume healthcare contact center Managed supervisors, trainers, and support teams Improved service delivery, quality, and customer/patient experience Supported workforce planning, staffing optimization, and cost efficiency Implemented process improvements and operational standardization Partnered closely with U.S. leadership on performance and priorities

Aptitudes: Inteligencia empresarial · Contratación de Personal · Desarrollo de liderazgo · Análisis de negocio · Captación de candidatos global · Crecimiento estratégico · Planificación de la producción · Indicadores clave de desempeño · Service Delivery Leadership · Satisfacción del cliente · Métricas de rendimiento · Administración de centros de llamadas · BPO & Shared Services · Gestión del talento · Dirección ejecutiva · Mejora continua · Desarrollo de personal · Desarrollo de equipos · Customer Experience Strategy · Liderazgo de equipos multidisciplinarios · Adaptabilidad · Construcción · Aptitudes para la supervisión · Gestión de Reducción de Costos · Administración logística · Establecer prioridades del trabajo · Operational Strategy · Resolución de incidencias · Formación · Centro de Rendimiento de Operaciones de Clientes · Aseguramiento de la calidad · Contratación de personal · Analítica empresarial · Forecasting & Analytics · Operaciones · Telecomunicaciones · Planificación de negociosAptitudes: Inteligencia empresarial · Contratación de Personal · Desarrollo de liderazgo · Análisis de negocio · Captación de candidatos global · Crecimiento estratégico · Planificación de la producción · Indicadores clave de desempeño · Service Delivery Leadership · Satisfacción del cliente · Métricas de rendimiento · Administración de centros de llamadas · BPO & Shared Services · Gestión del talento · Dirección ejecutiva · Mejora continua · Desarrollo de personal · Desarrollo de equipos · Customer Experience Strategy · Liderazgo de equipos multidisciplinarios · Adaptabilidad · Construcción · Aptitudes para la supervisión · Gestión de Reducción de Costos · Administración logística · Establecer prioridades del trabajo · Operational Strategy · Resolución de incidencias · Formación · Centro de Rendimiento de Operaciones de Clientes · Aseguramiento de la calidad · Contratación de personal · Analítica empresarial · Forecasting & Analytics · Operaciones · 

WFM & Operations Manager

Built and trained a senior-level support and escalation function to handle complex operational and customer service issues, significantly improving resolution quality and response times.

Led the customer service escalation team, redesigning processes that improved customer experience, increased satisfaction, and reduced average handling time by up to 85 seconds per contact.

Designed and delivered financial analyses and project budgets for senior leadership to support strategic and operational decision-making.

Developed staffing schedules and coverage models that achieved a 93% response rate across live channels (calls and chat) and 100% email response within 24 hours.

Led a skills development initiative for customer service agents that reduced total contact volume by 10% and lowered hiring budget needs by 8%.

Sponsored and promoted 7 process improvement initiatives, resulting in automation and standardization across key workflows.

Performed demand forecasting using historical data and marketing campaign projections, achieving forecasting accuracy of ±5% monthly and ±10% daily.

Monitored real-time operational data to proactively identify risks and prevent service disruptions before impacting the operation.Built and trained a senior-level support and escalation function to handle complex operational and customer service issues, significantly improving resolution quality and response times. Led the customer service escalation team, redesigning processes that improved customer experience, increased satisfaction, and reduced average handling time by up to 85 seconds per contact. Designed and delivered financial analyses and project budgets for senior leadership to support strategic and operational decision-making. Developed staffing schedules and coverage models that achieved a 93% response rate across live channels (calls and chat) and 100% email response within 24 hours. Led a skills development initiative for customer service agents that reduced total contact volume by 10% and lowered hiring budget needs by 8%. Sponsored and promoted 7 process improvement initiatives, resulting in automation and standardization across key workflows. Performed demand forecasting using historical data and marketing campaign projections, achieving forecasting accuracy of ±5% monthly and ±10% daily. Monitored real-time operational data to proactively identify risks and prevent service disruptions before impacting the operation.

Aptitudes: Quality Control · Contratación de Personal · Quality Metrics · Organization Skills · Desarrollo de liderazgo · Análisis de negocio · Captación de candidatos global · Crecimiento estratégico · Communication · Planificación de la producción · Indicadores clave de desempeño · Service Delivery Leadership · Satisfacción del cliente · Industry standards · Métricas de rendimiento · Trend Analysis · Administración de centros de llamadas · Gestión operativa · Workforce Management · BPO & Shared Services · Strategic Thinking · Gestión del talento · Dirección ejecutiva · Mejora continua · Desarrollo de personal · Desarrollo de equipos · Customer Experience Strategy · Liderazgo de equipos multidisciplinarios · trabajo en equipo · Customer Support · Negotiation · Adaptabilidad · Aptitudes para la supervisión · Gestión de Reducción de Costos · Administración logística · Establecer prioridades del trabajo · Budgeting · Customer Experience · Operational Strategy · Soft Skills · Resolución de incidencias · Formación · Centro de Rendimiento de Operaciones de Clientes · Aseguramiento de la calidad · Contratación de personal · Análisis de datos · Teamwork · Microsoft Excel · Analítica empresarial · Forecasting & Analytics · Operaciones · Telecomunicaciones · Data Analytics · Customer Service Management · Planificación de negociosAptitudes: Quality Control · Contratación de Personal · Quality Metrics · Organization Skills · Desarrollo de liderazgo · Análisis de negocio · Captación de candidatos global · Crecimiento estratégico · Communication · Planificación de la producción · Indicadores clave de desempeño · Service Delivery Leadership · Satisfacción del cliente · Industry standards · Métricas de rendimiento · Trend Analysis · Administración de centros de llamadas · Gestión operativa · Workforce Management · BPO & Shared Services · Strategic Thinking · Gestión del talento · Dirección ejecutiva · Mejora continua · Desarrollo de personal · Desarrollo de equipos · Customer Experience Strategy · Liderazgo de equipos multidisciplinarios · trabajo en equipo · Customer Support · Negotiation · Adaptabilidad · Aptitudes para la supervisión · Gestión de Reducción de Costos · Administración logística · Establecer prioridades del trabajo · Budgeting · Customer Experience · Operational Strategy · Soft Skills · Resolución de incidencias · Formación · Centro de Rendimiento de Operaciones de Clientes · Aseguramiento de la calidad · Contratación de personal · Análisis de datos · Teamwork · Microsoft Excel · Analítica empresarial · Forecasting & Analytics · Operaciones · Telecomunicaciones · Data Analytics · Customer Service Management · Planificación de negocios

WFM Manager

- I built a global department to provide real-time support to customer service by managing real-time situations and activities that could affect the Service Level.
- Created schedules based on staffing levels to have a 93% answer rate on all live channels (phone and chats) and 100% under 24 hours for emails.
- Convinced Upper management to adjust the skills used by the customers and with the correct staffing target, managed to reduce by 10% the staffing cost.
- Provided guidelines and decreased absenteeism and lateness to the site of the operations from 20% to 10%.
- Forecasting vs Actual variance was at -+5% monthly and up to -+12% at a daily level
- Impulse the team members to growing paths for them to transition to better roles in and
outside the company.
- Created a self-directed training program for the development of employees so that they
can move to higher positions within the company in a shorter time frame than other
departments.
- Scheduled all activities that will keep the agents on a non-ready pause, like breaks,
coaching, training, 1 to 1, and offline activities as well as vacations, team buildings, etc, maintaining at all times the service level agreed with the business.- I built a global department to provide real-time support to customer service by managing real-time situations and activities that could affect the Service Level. - Created schedules based on staffing levels to have a 93% answer rate on all live channels (phone and chats) and 100% under 24 hours for emails. - Convinced Upper management to adjust the skills used by the customers and with the correct staffing target, managed to reduce by 10% the staffing cost. - Provided guidelines and decreased absenteeism and lateness to the site of the operations from 20% to 10%. - Forecasting vs Actual variance was at -+5% monthly and up to -+12% at a daily level - Impulse the team members to growing paths for them to transition to better roles in and outside the company. - Created a self-directed training program for the development of employees so that they can move to higher positions within the company in a shorter time frame than other departments. - Scheduled all activities that will keep the agents on a non-ready pause, like breaks, coaching, training, 1 to 1, and offline activities as well as vacations, team buildings, etc, maintaining at all times the service level agreed with the business.

Aptitudes: Quality Control · Quality Metrics · Organization Skills · Desarrollo de liderazgo · Communication · Industry standards · Métricas de rendimiento · Trend Analysis · Gestión operativa · Workforce Management · Strategic Thinking · Gestión del talento · Liderazgo de equipos multidisciplinarios · trabajo en equipo · Customer Support · Negotiation · Adaptabilidad · Aptitudes para la supervisión · Administración logística · Budgeting · Customer Experience · Soft Skills · Formación · Análisis de datos · Teamwork · Microsoft Excel · Forecasting & Analytics · Operaciones · Data Analytics · Customer Service Management · Planificación de negociosAptitudes: Quality Control · Quality Metrics · Organization Skills · Desarrollo de liderazgo · Communication · Industry standards · Métricas de rendimiento · Trend Analysis · Gestión operativa · Workforce Management · Strategic Thinking · Gestión del talento · Liderazgo de equipos multidisciplinarios · trabajo en equipo · Customer Support · Negotiation · Adaptabilidad · Aptitudes para la supervisión · Administración logística · Budgeting · Customer Experience · Soft Skills · Formación · Análisis de datos · Teamwork · Microsoft Excel · Forecasting & Analytics · Operaciones · Data Analytics · Customer Service Management · Planificación de negocios

Lead Forecaster

- Produced schedules across multiple sites based upon staffing plans
- Generated staffing plans for based on previous volume and coming events
- Generated forecasts for the upcoming events to be able to create schedules
- Vacation planning across all sites.
- Schedule optimization to achieve optimal results
- Achieved between 5% and 10% forecast/actual monthly- Produced schedules across multiple sites based upon staffing plans - Generated staffing plans for based on previous volume and coming events - Generated forecasts for the upcoming events to be able to create schedules - Vacation planning across all sites. - Schedule optimization to achieve optimal results - Achieved between 5% and 10% forecast/actual monthly

Aptitudes: Organization Skills · Desarrollo de liderazgo · Communication · Industry standards · Trend Analysis · Workforce Management · Strategic Thinking · trabajo en equipo · Customer Support · Adaptabilidad · Soft Skills · Análisis de datos · Teamwork · Microsoft Excel · Forecasting & Analytics · Data Analytics · Customer Service ManagementAptitudes: Organization Skills · Desarrollo de liderazgo · Communication · Industry standards · Trend Analysis · Workforce Management · Strategic Thinking · trabajo en equipo · Customer Support · Adaptabilidad · Soft Skills · Análisis de datos · Teamwork · Microsoft Excel · Forecasting & Analytics · Data Analytics · Customer Service Management

Senior Analyst

- Started as a Customer Service Agent managing different scenarios while providing support and fixing situations for our customers.
- In 6 months moved to the Quality Experience department and started auditing calls, chats, and emails, to review the process and provide feedback/coaching to the agents.
- Started the WFM team as a forecaster and scheduler. Without any training, we managed to provide forecasts and schedules to the business.- Started as a Customer Service Agent managing different scenarios while providing support and fixing situations for our customers. - In 6 months moved to the Quality Experience department and started auditing calls, chats, and emails, to review the process and provide feedback/coaching to the agents. - Started the WFM team as a forecaster and scheduler. Without any training, we managed to provide forecasts and schedules to the business.

Aptitudes: Organization Skills · Communication · Workforce Management · Strategic Thinking · trabajo en equipo · Customer Support · Análisis de datos · Teamwork · Microsoft Excel · Customer Service Management

Universidad Latina de Costa Rica
Master's in project management (2015 - 2017)