Wachovia Corp. announced today that 25-year industry veteran John McCabe has been named General Manager of its contact center organization, the company's telephone and e-mail channel.
McCabe moves into his new post from his role as retail customer experience leader for the contact centers. He replaces Steven G. Boehm, who recently was named president of the newly formed Wachovia Credit Card division. McCabe will report to Jon Witter, head of Wachovia's General Bank Distribution Group.
"John has an in-depth level of knowledge about all aspects of the contact center business, as well as an excellent understanding of Wachovia's distribution model and overall corporate strategy," Witter said. "He has done an excellent job of building an impressive retail sales and service team, and he has strong partnerships across the company. I am confident he will help build an even greater contact center organization that will play an important role in helping us achieve our company's goal of becoming a distribution expert."
McCabe will be responsible for approximately 5,500 employees at Wachovia's 12 large-scale contact center sites located from the east coast to as far west as Salem, Ore. He will be based in Charlotte.
"Our business is growing and changing rapidly, so these are exciting times for our company and for our division," McCabe said. "I am very pleased to have the opportunity to lead a talented contact center team that has a great legacy of success, and to work with the General Bank building a distribution network second to none."
Prior to joining Wachovia in 2000, McCabe served as president and managing director of ICT Group, one of the largest customer outsourcing companies in the world. He also managed retail and trust operations, strategic planning and the credit card business for National Westminister Bank Corp. in the United States and United Kingdom.
McCabe earned a bachelor's from Fordham University, a master's from Rutgers University and a master's in business administration from City University of New York at Baruch College.