EPISODE · Feb 19, 2026 · 29 MIN
From Agent to COO: Thomas Moore, Group Chief Operating Officer from Global BPO Custom Connect, on Leadership, Outsourcing & the Future of Operations
from The Impact Room - Conversations That Shape Exceptional Leadership · host Douglas Jackson
In this episode, The Impact Room welcomes Thomas Moore, COO at Custom Connect, to discuss the realities of operational leadership and the evolving outsourcing landscape. Thomas shares his journey from frontline call-centre agent to COO, offering practical insight into: • The leadership lessons that shaped his career • Why the mid-management layer is under pressure — and how to strengthen it • Behaviour-based hiring and building confident, capable leaders • Human-centred outsourcing and the shift away from AI-first thinking • Managing complexity: cyber threats, global instability and changing customer expectations • What clients should look for when choosing an outsourcing partner Packed with grounded experience and strategic insight, this episode is essential listening for leaders in CX, operations, BPO, transformation and customer-led industries. Listen now, or if you prefer you can watch the full recording here. Learn more about Custom Connect here: https://www.customconnect.com/ Follow Thomas here: https://www.linkedin.com/in/thomas-m-0659b84/ Learn more about Douglas Jackson for your Executive Search and Recruitment Leadership services. https://www.douglas-jackson.com/
What this episode covers
In this episode, The Impact Room welcomes Thomas Moore, COO at Custom Connect, to discuss the realities of operational leadership and the evolving outsourcing landscape. Thomas shares his journey from frontline call-centre agent to COO, offering practical insight into:• The leadership lessons that shaped his career• Why the mid-management layer is under pressure — and how to strengthen it• Behaviour-based hiring and building confident, capable leaders• Human-centred outsourcing and the shift away from AI-first thinking• Managing complexity: cyber threats, global instability and changing customer expectations• What clients should look for when choosing an outsourcing partner Packed with grounded experience and strategic insight, this episode is essential listening for leaders in CX, operations, BPO, transformation and customer-led industries. Listen now, or if you prefer you can watch the full recording here. Learn more about Custom Connect here: https://www.customconnect.com/ Follow Thomas here: https://www.linkedin.com/in/thomas-m-0659b84/ Learn more about Douglas Jackson for your Executive Search and Recruitment Leadership services. https://www.douglas-jackson.com/
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From Agent to COO: Thomas Moore, Group Chief Operating Officer from Global BPO Custom Connect, on Leadership, Outsourcing & the Future of Operations
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