Optimum × SatCom CX

Secure Operations Portal

Demonstration access gate for an illustrative sample environment. Enter the access code from the SatCom CX proposal to continue.

Incorrect code — see the proposal, §8 Governance.
DEMO No live data. Production access uses SSO / SAML with MFA and role-based tiers.
Evaluation code: OPTIMUM-2026
‹ Portal
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Optimum× SatCom CX
Launch Plan
PortalGovernanceCare · IBRetentionNon-Pay · OBAI DeflectionWFM / RTALaunch Plan
⚠ ILLUSTRATIVE SAMPLE — NO LIVE DATA · Representative view prepared by SatCom CX for Optimum

Launch Plan — Ramp to 500 FTE PROGRAM

Three-center build with active/active redundancy, a staggered 3-week training cycle (2 weeks classroom + 1 week nesting at 50% productive) and a live go-live checklist. Commencement 1 Oct 2026.

Target steady-state
500 FTE
Across 3 centers
Delivery centers
3
ES · Kingston · Ft Myers
Training cycle
3 weeks
2 wk class + 1 wk nesting
Go-live readiness
0%
checklist complete

Delivery footprint — three centers

Active/active nearshore with an onshore anchor · in-facility only (no WFH per RFP)
🇸🇻
Primary nearshore

San Salvador, El Salvador

Steady-state FTE275
LanguagesEN / ES
Hours24 × 7
ScopeCare · Retention · Non-Pay
🇯🇲
Second nearshore · active/active

Kingston, Jamaica

Steady-state FTE175
LanguagesEN
Hours24 × 7
ScopeCare · Retention
🇺🇸
Onshore anchor · BCP

Fort Myers, Florida

Steady-state FTE50
LanguagesEN (premium)
HoursPeak + escalations
ScopeEscalations · UAT · failover

Cumulative production FTE by center — ramp to 500

Productive agents on the floor as classes graduate nesting into production

Redundancy & business continuity

Active/active nearshore — either center absorbs the other's load
🇸🇻
El SalvadorLive volume
⇄
🇯🇲
KingstonLive volume
→
🇺🇸
Fort MyersAnchor / failover
< 15 min
Recovery time — work already distributed, no cold start
~0
Data loss — cloud telephony & warehouse, continuously replicated
2 / 3
Countries & independent power/carrier grids

Go-live checklist

Live & checkable — progress saves in your browser · owners by role
Facilities & Security
0/4
  • El Salvador + Kingston floor space securedFacilities Lead
  • Badge access, CCTV, clean-desk / PCI zones liveSecurity Lead
  • Workstations, headsets & dual-network provisionedIT Lead
  • Fort Myers anchor + BCP seats confirmedFacilities Lead
Technology & Telephony
0/5
  • Genesys trunks, DIDs & caller-ID cut overTelephony Lead
  • VDI images & least-privilege access builtIT Lead
  • SSO / SAML + MFA to Optimum systemsIT Security Lead
  • Reporting warehouse & dashboards connectedBI Lead
  • AI voice / text agents integrated & testedAI Lead
Recruiting & Training
0/4
  • Bilingual hiring waves scheduled across 3 sitesRecruiting Lead
  • Trainer certification completeTraining Lead
  • Curriculum & QA rubric signed off with OptimumTraining Lead
  • Classes 1–2 rostered & seatedWFM Manager
WFM & Reporting
0/3
  • Forecast & interval schedules builtWFM Manager
  • Real-time adherence monitoring liveRTA Lead
  • KPI / SLA scorecards validated vs OptimumBI Lead
Compliance & Go-Live
0/4
  • Background checks cleared (all sites)Compliance Lead
  • Client UAT on reporting signed offProgram Director
  • Go-live runbook & rollback approvedProgram Director
  • Commencement of services — 1 Oct 2026Program Director

RACI — workstream ownership

R responsible · A accountable · C consulted · I informed
WorkstreamProg. Dir.OpsWFMTrainingIT/TelCompl.
Facilities & SecurityACIICR
Technology & TelephonyACIIRC
Recruiting & TrainingACCRIC
WFM & ReportingACRICI
Compliance & Go-LiveR/ACCCCR
Steady-state operationsARCCCI

Headcount build by function

Training class schedule — the 3-week cycle

Staggered weekly starts · 2 weeks classroom → 1 week nesting (50% productive) → production
ClassSiteClassroomNestingProductionAgents
Wave 1 · Cls 1–2El SalvadorWk 1–2Wk 3Wk 4–560
Wave 2 · Cls 3–4ES + KingstonWk 3–4Wk 5Wk 6–762
Wave 3 · Cls 5–6ES + KingstonWk 5–6Wk 7Wk 8–962
Wave 4 · Cls 7–8All centersWk 7–8Wk 9Wk 10–1162
Wave 5 · Cls 9–10All centersWk 9–10Wk 11Wk 12–1364
Wave 6 · Cls 11–12ES + KingstonWk 11–12Wk 13Wk 14–1562
Wave 7 · Cls 13–14All centersWk 13–14Wk 15Wk 16–1764
Wave 8 · Cls 15–17All centersWk 15–17Wk 18Wk 18–2064
Total to steady state · 17 classes across 3 centers500

Program milestones

Award → steady state
Aug 2026
Contract award & kickoff
Joint governance stood up · workstreams launched
Aug–Sep
Sites · VDI · security · background checks
Three-center provisioning · SSO/MFA to Optimum
Sep 2026
Trainer cert & curriculum sign-off
QA rubric validated with Optimum
1 Oct 2026
Commencement of services
Classes 1–2 to production · go-live runbook active
+90 days
Proficiency milestone
Full SLA accountability begins
~Wk 20
Steady state · 500 FTE
Three centers active/active at target
ILLUSTRATIVE SAMPLE — NO LIVE DATA. Representative dashboards prepared by SatCom CX for Optimum evaluation; figures are simulated and do not reflect actual Optimum performance. · © 2026 SatCom Marketing, LLC d/b/a SatCom CX.