Greg Delucia
Call Center Operations; Workforce Management
- Role
- Associate Director of Operations at Questx
- Location
- Las Vegas, NV, US
- LinkedIn followers
- 500 followers
About Greg Delucia
I am an architect of operational efficiency. With over 20 years in Workforce Management…
Experience
Associate Director of Operations
Sep 2022 — Present · US
Negotiated outsourced partner contracts. MSA, SOW review process.Develop and implement appropriate structures and processes with vendors and mutable global outsourcing partners.Co-managed new site buildout. Negotiated ACD, WFO & QA platforms and oversaw the implementation.Develop, implement, and improve vendor metrics that hold vendors accountable to established performance. Investigate and resolve vendor performance issues and partner with vendors to drive continuous improvement.
Skills
- Contact Center Management
- Sla
- Call Centers
- Real Time Monitoring
- Workforce Optimization
- Iex Total View
- Process Improvement
- Outsourcing
- Witness
- Avaya Products
- Customer Satisfaction
- Call Center Development
- Vendor Management
- Cms
- Contact Center Operations
- Contact Centers
- Workforce Management
- Optimising
- Iex
- Verint
- Team Management
- Team Leadership
- Service-Level Agreements (Sla)
- Customer Experience
- Blue Pumpkin
- Capacity Planning
- Performance Management
- Business Process Improvement
- Business Process Outsourcing (Bpo)
- Avaya
- Leadership
- Inbound Marketing
- Impact 360
- Team Building
- Management
- Avaya Technologies
- Acd
- Bpo
- Operations Management
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