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Gregory Gomez Email & Phone Number

Operations Manager - Call Center at Affiliated Computer Services
Location: Spring, Texas, United States 5 work roles 1 school
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Current company
Affiliated Computer Services
Role
Operations Manager - Call Center
Location
Spring, Texas, United States

Who is Gregory Gomez? Overview

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Quick answer

Gregory Gomez is listed as Operations Manager - Call Center at Affiliated Computer Services, based in Spring, Texas, United States. AeroLeads shows a matched LinkedIn profile for Gregory Gomez.

Gregory Gomez previously worked as Operations Manager at Affiliated Computer Services and Production Manager at Nco Group. Gregory Gomez holds Bs, Chemistry from Angelo State University.

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Affiliated Computer Services

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Profile bio

About Gregory Gomez

I have worked in the collections, call center environment 6 years. I have learned that to succede, you need to understand the business, motivate your management staff, and gain the enguagement of you agents. I have excelled in all three. My goal is to move up to the next level and grow or run a site to meet/exceed company and client expectations.Specialties: Dialer strategy, dialer management, management prepratory seminar facilitation

Current workplace

Gregory Gomez's current company

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Affiliated Computer Services
Affiliated Computer Services
Operations Manager - Call Center
Manager jobs
Website
acs-inc.com
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Company profile
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5 roles

Gregory Gomez work experience

A career timeline built from the work history available for this profile.

Operations Manager

Current
Affiliated Computer Services
  • Manage a team of 11 supervisors, 198 customer service agents in both a telecommunications call center environment.
  • Maintain key performance indicators such as AHT, strategic sales value, customer feedback program (IR), bill to pay ratio, and schedule adherence according to client and company Requirements.
  • Maintain dialer campaign formulation and pacing according to workforce needs.
  • Assist in P&L forecast and flash initiatives.
  • Develop supervisor staff to understand workings of call center management to maximize company profits through higher agent morale and lower metric defects.
  • Meet weekly with client to discuss program state and incorporate initiatives based on call flow trends.
May 2008 - Present

Production Manager

Nco Group
  • Managed a team of 5 supervisors, 120 customer service agents in an inbound call center.
  • Coached supervisors on how to motivate and engage agents to increase productivity and lower attrition.
  • Counseled supervisors on how to manage agent situations according to human resource policy.
  • Worked with senior management to provide insight into current floor status and rolled out new initiatives.
  • Coordinated staffing and policy requirements with senior management to ensure company and client initiatives were met.
  • Collaborated with support departments to ensure teams were meeting quality metrics and client service level agreements such as close rate, average handle time, abandonment rate, call quality, schedule utilization, and.
Aug 2007 - Mar 2008

Collections Manager

Cisco Inc
  • Restructured a team of collectors in the collection of commercial Southwestern Bell Telecommunications early-out debt.
  • Managed and approved escalated and disputed accounts.
  • Coordinated team and individual goals to meet company and client quotas.
  • Monitored collector performance and ensured all aspects of collector activity meet company and client quotas.
  • Maintained IAT Realtime dialer and troubleshot with software provider on dialer/software compatibility.
  • Developed power and predictive dialer campaigns based on client needs and state regulations.
Mar 2007 - Aug 2007

Unit Manager

Fma Alliance, Ltd
  • Managed a team of up to 24 collectors in the collection delinquent credit card debt.
  • Assessed collector performance and provided training as necessary to enhance productivity.
  • Developed account strategies to maximize unit collection efficiency through skiptracing and dialer implementation.
  • Developed power and predictive dialer campaigns based on batch track and client needs.
  • Worked with IT to create reports to determine efficiency baseline on dialer campaigns with respect to hit rates, right-party contacts, and new FDCPA regulations.
  • Interviewed, hired and terminated employees in accordance with company regulations.
Aug 2005 - Feb 2007

Senior Production Leader

Diversified Collection Services
  • Managed a team of 8 portfolio managers in the collection of student loans while supervising 32 collectors.
  • Adhered to FDCPA pertaining to collection of federal loans.
  • Set up power dialer campaigns to increase right-party contacts and increase efficiency of high volume route collectors.
  • Coordinated team goals and provided oversight for master schedule.
  • Reviewed team collection activities to report to Sr. Division Manager.
  • Used various techniques to locate holders of defaulted student loans (skiptracing).
Apr 2002 - Dec 2004
Team & coworkers

Colleagues at Affiliated Computer Services

Other employees you can reach at acs-inc.com. View company contacts →

JA Jennifer Alburo Jennifer Alburo Colleague at Affiliated Computer Services Las Nieves, Caraga, Philippines, Philippines View → CS Courtney Southworth Courtney Southworth Colleague at Affiliated Computer Services Lexington, Kentucky, United States, United States View → CS Connie Shriver Connie Shriver Colleague at Affiliated Computer Services Pittsboro, North Carolina, United States, United States View → NS Neethu Sebastian Neethu Sebastian Colleague at Affiliated Computer Services Ernakulam, Kerala, India, India View → CM Carla Meier Carla Meier Colleague at Affiliated Computer Services Arlington, Texas, United States, United States View → AR Alexandria Ramsingh Alexandria Ramsingh Colleague at Affiliated Computer Services Kingston, Kingston, Jamaica, Jamaica View → DS Daeryn Smith Daeryn Smith Colleague at Affiliated Computer Services Des Moines, Iowa, United States, United States View → DJ Darrow Jefferies Darrow Jefferies Colleague at Affiliated Computer Services Albany, Oregon, United States, United States View → SK Shashikala Kl Shashikala Shashikala Kl Shashikala Colleague at Affiliated Computer Services Hyderabad, Telangana, India, India View → LM Liji M K Liji M K Colleague at Affiliated Computer Services Kanayannur, Kerala, India, India View →
1 education record

Gregory Gomez education

FAQ

Frequently asked questions about Gregory Gomez

Quick answers generated from the profile data available on this page.

What company does Gregory Gomez work for?

Gregory Gomez works for Affiliated Computer Services.

What is Gregory Gomez's role at Affiliated Computer Services?

Gregory Gomez is listed as Operations Manager - Call Center at Affiliated Computer Services.

Where is Gregory Gomez based?

Gregory Gomez is based in Spring, Texas, United States while working with Affiliated Computer Services.

What companies has Gregory Gomez worked for?

Gregory Gomez has worked for Affiliated Computer Services, Nco Group, Cisco Inc, Fma Alliance, Ltd, and Diversified Collection Services.

Who are Gregory Gomez's colleagues at Affiliated Computer Services?

Gregory Gomez's colleagues at Affiliated Computer Services include Jennifer Alburo, Courtney Southworth, Connie Shriver, Neethu Sebastian, and Carla Meier.

How can I contact Gregory Gomez?

You can use AeroLeads to view verified contact signals for Gregory Gomez at Affiliated Computer Services, including work email, phone, and LinkedIn data when available.

What schools did Gregory Gomez attend?

Gregory Gomez holds Bs, Chemistry from Angelo State University.

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