BPO solutions and managed services provider iQor has promoted its chief operating officer Gary Praznik to the position of CEO.
Incumbent CEO Hartmut Liebel will take on an advisory role at the company and remain on the board of directors.
Thirty-four-year-old Praznik, who joined the company in 2000, has previously held various global leadership roles in Operations and Business Development.
IQor says Praznik helped it develop and deploy a suite of customer experience solutions covering the complete customer lifecycle, and implemented the industry’s first all-digital customer engagement platform.
During his tenure as COO, iQor’s employee base expanded by more than 25,000, almost 50% of its global workforce.
“In his 18 years with the company, Gary has not only proven that he is an outstanding and inspiring leader, he is also a superb operational executive with the strategic vision and client focus to ensure iQor’s success,” stated Gary Crittenden, Chairman at iQor.
With new technologies disrupting the customer services industry like never before, iQor is focusing on bolstering its digital portfolio with augmented agent assistants, voice and interaction analytics, and solutions in machine learning and artificial intelligence.
Over the past year alone it has launched dozens of delivery centers around the globe, adding as many as 7,000 call center agents to its workforce.
The BPO provider has a strong Nearshore presence in Mexico – around 6,000 product support agents – and the company entered Trinidad in 2015 with 200-300 agents, and in three short years is now pushing for at least 1,000 by year’s end.