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.• Lead the development of strategy and annual business planning, including budgets, forecasting and staffing.• Identify organizational and industry best practices; develop strategies and effective processes and drive implementation across all teams.

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 maximum productivity. Implement various incentives and recognition programs for top performers.Selected Achievements:Supervised the launch of chat line of business, including recruitment, coordination with local IT team, training department and client to ensure launch was successful.Identified deficiencies in processes impacting performance and productivity for 75 agent line of business and collaborated with client to implement solution based processes increasing productivity by 173%.Achieved Director All-Star award for meeting and exceeded all Key Performance Indicators for 6 consecutive months (out of 6) while keeping morale, absenteeism and attrition in mind.

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 the phone representative. Provide leadership, collaboration, and effective communication between vendor management and site director. Support, mentor and direct team supervisors in the day-to-day operations of the call center. 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.