Vice President, Operations

John Loughlin

John Loughlin
John Loughlin brings nearly 30 years of proven experience in operations, audit, contact centers and customer experience to HighPoint.

As a Vice President of Operations, John oversees some of HighPoint’s largest contracts and has managed data from 50 million citizen interactions. He is passionate about using data to improve performance and efficiency in the contact center, feeding his “not settling for mediocrity” mantra.

Before joining HighPoint, John served as the Vice President of Customer and Brand Experience with HSBC. John designed and delivered a voice of the customer program for a $30 billion credit card consumer and retail private label portfolio and managed the employee engagement program on a 10,000-employee organization.

John has a Bachelor’s in Criminal Justice from Fairmont State University. He is also a certified Six Sigma Green Belt.

John's Articles

Four Best Practices for Onboarding New Contact Center Employees

Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a…

Refining the Hiring Process

How to identify the best-fit candidates for your center. What leader wouldn’t love to fill his or her contact center…

How to Get Lasting Benefits from Temporary Employees

Hiring temporary workers for spikes in contact center demand is common. Companies across industries do so during the summer when…