Twenty-year operations executive specializing in workforce management, contact center strategy, and AI-enabled operations — with a track record of turning complexity into clarity at companies like Amazon, Walmart, Dell, and Block.
About
Mat Makay is a senior operations executive and workforce management authority with over two decades of progressive leadership across some of the world’s most demanding contact center environments. As the founder of Mak Contact Center Consulting, he brings enterprise-grade expertise to organizations looking to scale smarter, reduce costs, and build WFM functions that actually work.
Throughout his career, Mat has built and led global WFM organizations from the ground up — scaling teams, deploying AI-enabled solutions, and driving $8M+ in annual cost savings through operational excellence. He has managed $400M+ in operational budgets, overseen workforces supporting 5M+ monthly customer contacts, and led transformations across fintech, healthcare, e-commerce, and enterprise technology sectors.
His experience spans the full WFM lifecycle: long-range capacity planning, real-time operations, scheduling optimization, BPO and outsource management, and multi-channel contact center strategy. Most recently at Block Inc. (Cash App, Square, Afterpay, Tidal), Mat leads enterprise WFM across four product lines, actively directing the integration of AI agents into omni-channel customer support operations.
A recognized thought leader in the contact center space, Mat serves on the Advisory Board of the Contact Center Professionals Network (CCPN) and has been an invited speaker at Customer Contact Week (CCW) multiple times — sharing insights on workforce transformation, operational efficiency, and the future of AI-assisted support. His Six Sigma Green Belt certification and deep experience with P&L management round out a profile built for results.
Mat is available for advisory engagements, fractional WFM leadership, speaking opportunities, and strategic consulting for contact center and operations leaders ready to build what’s next.
Career highlights
Block Inc. — Sr. Director, Global WFM (2025–Present)
Enterprise WFM leadership across Cash App, Square, Afterpay & Tidal; $400M+ OPEX; AI agent deployment.
Carbon Health — Sr. Director, Central Support Operations (2021–2025)
Built support org from startup phase; $8M+ annual savings; 200K+ weekly contacts across 120+ clinics.
Walmart — Sr. Workforce Manager II (2019–2021)
Scaled WFM team from 20 to 90; expanded from 3 to 30 lines of business — a 10x operational scope increase.
Amazon — Sr. Workforce/Workflow Manager (2015–2019)
Multi-site WFM for 10,000+ associates across 10+ locations and 200+ skill groups.
Dell Inc. — Operations & Contact Strategy Leadership (2002–2014)
$50M revenue impact through chat enablement; $15M OPEX managed; 30M annual contacts.
Expertise
Global WFM AI Deployment Capacity Planning BPO Management Real-Time Ops P&L / OPEX Contact Center Strategy Change Management Six Sigma Multi-Channel Ops Omni-Channel OKRs & Planning
Industry recognition
CCW Speaker Jan 2024 · Oct 2024 · Jun 2025
CCPN Advisory Board Dec 2024 – Present
Credentials
BS, Management & Ethics Mid-America Christian University
Six Sigma Green Belt Dell Inc. BPI Process, 2008
US Army, NCO 1990–2000 · Honorable Discharge
By the numbers
20+ years WFM & operations leadership
$8M+ Annual cost savings delivered
$400M+ OPEX managed
5M+ Monthly contacts overseen
Consulting services
WFM advisory & fractional leadership
Contact center strategy
AI & automation readiness
BPO selection & management
Speaking engagements
Mak Contact Center Consulting · Dallas–Fort Worth, TX
makaymat@gmail.com · +1.208.539.3525
I keep my professional experience updated on LinkedIn HERE. Check it out..
Mak Contact Center Consulting 