Greg Ford is a seasoned Operations Leader at MassMutual, where he serves as the Business Support Director, driving excellence in a multi-channel contact center that supports a cutting-edge digital finance platform. With a passion for process improvement and a knack for problem-solving, Greg has established...
Greg Ford is a seasoned Operations Leader at MassMutual, where he serves as the Business Support Director, driving excellence in a multi-channel contact center that supports a cutting-edge digital finance platform. With a passion for process improvement and a knack for problem-solving, Greg has established himself as a pivotal figure in enhancing customer experience and operational efficiency. His expertise spans workforce management, budgeting, forecasting, and performance development, making him a well-rounded leader capable of navigating complex challenges.
In his current role, Greg has successfully launched an internal live-support team within just 90 days, focusing on routing design, hiring, and training. This initiative has not only streamlined real-time agent assistance but also significantly improved the handling of customer escalations, ensuring that customer satisfaction remains a top priority. His strategic approach to Knowledge Management and Reporting has empowered the contact center to leverage data-driven insights, enhancing overall performance and service delivery.
Greg's commitment to aligning the right people with shared goals has been instrumental in fostering a collaborative environment that thrives on continuous improvement. His proficiency in technical requirements writing and performance analysis further supports his mission to optimize operations and elevate the customer experience. As an avid traveler and self-proclaimed process geek, Greg brings a unique perspective to his role, blending creativity with analytical rigor to drive impactful results at MassMutual.
