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.

Expertise

Global WFM / Capacity Planning / BPO Management / Real-Time / Ops P&L / OPEX / Contact Center Strategy / Change Management / Six Sigma - Green Belt / 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

LinkedIn Profile

linkedin.com/in/mathew-makay-2ba9145