Richard Furlong

Richard Furlong is an experienced call centre professional with over 15 years of expertise in business process outsourcing (BPO) and financial services. Currently serving as the Director of Operational Delivery and Head of Operations at Sigma Connected Group since June 2012, Richard oversees 300 contact centre staff and manages service delivery across various channels for multiple clients. Key responsibilities include resource planning, forecasting, scheduling, and new client implementation. Prior to this role, Richard held positions such as Contact Strategy Manager at Apex Credit Management and Dialler Manager at Equidebt Limited, focusing on multi-channel contact strategies, speech analytics, and telephony management. Richard is well-versed in operations, contact strategy, and project management.