Canadian BPO provider Advantage Communications has named former Convergys executive Gregory Hough as its president and chief executive officer.
Hough succeeds Kent MacPhee, who will remain with the company as chairman of the board of directors.
Gregory held multiple executive roles at Convergys, responsible for the customer interface, operational performance, and profit and loss across multiple verticals and support functions. Prior to that, he led service delivery at American Express.
A graduate of Wilmington University, Gregory also served several firms as a BPO consultant. “Gregory has been leading, growing, and building global enterprise businesses for over 20 years,” Advantage stated in a press release.
“His authentic team-player attitude makes him an ideal fit with our people-focused organization,” said MacPhee, who led the firm for more than nine years. Advantage credits MacPhee with its 2014 expansion into Jamaica, which doubled the company’s size.
Last year, Advantage signed an agreement with Caribbean telecom operator Flow to provide contact center services from Jamaica. The contract led to the creation of about 350 call center jobs in the country, besides cementing the company’s operations in the nearshore region.
Founded in Charlottetown, Prince Edward Island in 1996, Advantage provides customer care and technical support to North American companies in telecom, technology, retail, and banking.
“Planned investments in people, process, and technology continue to position Advantage as an innovating outsourcer, well-positioned to expand across North America, Latin America, and the Caribbean,” Hough said.