Brian Gregory Email & Phone Number

Las Vegas, Nevada Area

• Provide leadership, collaboration, and effective communication between vendor management and site director.
• Support Call Center Supervisors in the day-to-day operations of the call center.
• Monitor and drive productivity of Call Center operations to ensure the achievement of the highest quality.
• Work closely with the supervisors & lead collaborative efforts to develop and deliver daily WFM, quality, productivity metrics, and reports.
• Direct the team supervisors to ensure call volume trends are identified and collaborate with team supervisors regarding necessary tactics to target maximum quality and productivity.
• Lead systemic process improvement initiatives in collaboration with business leaders to ensure optimal efficiency and effectiveness.

Las Vegas, Nevada Area

Operate as the in-center primary point of contact for an online chat based consumer contact center and manage a team of 15 front line chat agents focusing on quality, customer satisfaction and productivity. Provide value-add solutions to the client to assist with deflection. Collaborate with operations team and workforce management personnel to ensure.

Brewster, New York

Albuquerque, New Mexico Area

Oversee performance and provide direction to 11 supervisors and responsible for 220 inbound call center representatives with heavy emphasis on first call resolution. Implement new processes and manage the productivity of the Quality Assurance department, identifying call handling behaviors that enhance the customer experience and instill accountability in.