- Mass Markets (NM)
- …The ideal candidate will be responsible for monitoring calls, assessing agent performance, analyzing data trends, and recommending process improvements. This ... Key Responsibilities: + Listen to live or recorded calls to evaluate agent performance against established standards. + Develop and use evaluation forms to… more
- Mass Markets (Mesilla, NM)
- …Key Responsibilities: + Supervise QA analysts and oversee daily monitoring of agent interactions. + Conduct calibration sessions to ensure scoring consistency across ... performance gaps and training needs. + Provide coaching and feedback to improve agent quality scores. + Collaborate with Operations and Training to implement quality… more
- Mass Markets (Mesilla, NM)
- …Key Responsibilities: + Lead the QA team in monitoring and evaluating agent interactions across various campaigns. + Develop and implement QA frameworks, scorecards, ... regulatory requirements. + Conduct audits, feedback sessions, and coaching to improve agent performance. + Collaborate with stakeholders to align QA initiatives with… more
- Molina Healthcare (Santa Fe, NM)
- …responsible for the holistic management of the external vendor relationships for Claims and Enrollment activities (along with other Core Ops areas of ... resources + Translates strategy into tactical business activities, acting as a change agent + Serves as focal point of escalation for vendor issues and disputes,… more
- NTT America, Inc. (Las Cruces, NM)
- …handled calls from policy holders inquiring about payments, policy information, or claims to support callers with various questions on different life insurance ... Performance and Issue Tracking** + Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations. + Remote… more
- Mass Markets (Las Cruces, NM)
- …techniques + Possess practical conflict resolution skills (both customer and agent conflict) + Possess time management, planning, organizational and multi-tasking ... 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service,… more
- Mass Markets (NM)
- …call center environment. + Prior call center experience (as a recruiter or agent ) is strongly preferred. + Strong knowledge of sourcing techniques and recruitment ... 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service,… more
- Kyndryl (Santa Fe, NM)
- …AI and machine learning technologies into contact center workflows (eg, agent assist, conversational AI, predictive outreach). + Design omnichannel orchestration ... Partner with CCaaS architects to build future-proof architectures with EHR, CRM, and claims system integrations. The compensation range for the position in the US is… more
- Lincoln Financial (Santa Fe, NM)
- …administration and reconciliation of multiple (employee, director, and agent ) non-qualified deferred compensation plans, including enrollments, deferrals, ... key liaison with benefits vendors and brokers in Bermuda, overseeing renewals, claims and service delivery. * Ensure benefits programs meet statutory requirements… more
- Mass Markets (NM)
- …customer satisfaction (CSAT). + Provide ongoing training and development programs to enhance agent skills and knowledge. + Offer guidance and support to team members ... 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service,… more