Carlos Santana

With 18 years’ experience in the International and Domestic contact centre arena, starting as a call centre agent in the year 2000 and working in multiple fields from Operations, Compliance, Security and Risk, Recruitment, Training, Industrial Relations and Human Relations. I have been very fortunate to have experienced the contact centre industry from various perspectives and have gained invaluable insight to the inner workings of the industry.

In 2010 I joined CCI South Africa as the HR Director, where my portfolio included, Back office admin, Communication, Events, Marketing/Branding, Industrial Relations, Employee Relations, and Skills Development and have seen the company grow from 700 agents to 7000 agents. Key to our success in overcoming many obstacles and challenges facing our company and the industry was always Insuring that people are in the centre of every innovation.

I currently head up the Skills Development Department for our group with a focus on developing previously disadvantaged youth. Managing and cultivating nationally recognized and accredited SSETA programmes, starting at entry level work readiness skills programs (Monyetla etc.) to career development Learnerships for management.

It has been our privilege to have entered the BPESA awards on numerous occasions and have had the personal honor to receive: Regional and National Award for wellness in the work place in 2015.

Having worked closely with BPESA and CCMG over the years I am honored to have been selected as a Judge for this year’s prestigious event.