- Mass Markets (Wichita, KS)
- …Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections , Customer Experience Provider (CXP), Customer Service, Digital Experience ... (ARM), Application Software Development, Managed Services, and Technology Services, to mid- market , Federal & enterprise partners. MCI now employs 10,000+ talented… more
- Mass Markets (Wichita, KS)
- …Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections , Customer Experience Provider (CXP), Customer Service, Digital Experience ... (ARM), Application Software Development, Managed Services, and Technology Services, to mid- market , Federal & enterprise partners. MCI now employs 10,000+ talented… more
- Mass Markets (KS)
- …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 (KS)
- …will be responsible for monitoring real-time call volumes, managing agent availability, analyzing performance data, and making real-time scheduling adjustments. ... + Monitor real-time call volumes to ensure service levels are met. + Track agent availability and adjust schedules as needed to manage call traffic efficiently. +… more
- Mass Markets (Wichita, KS)
- …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
- Mass Markets (Wichita, KS)
- …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 (Wichita, KS)
- …satisfaction on all sales transactions + Analyze and respond to changing market conditions, to include competitive benchmarking + Analyze trends which includes ... SLAs + Possess effective conflict resolution skills (both customer and agent conflict) + Possess time management, planning, organizational and multi-tasking skills… more
- Mass Markets (Wichita, KS)
- …diploma or equivalent + Must possess active unrestricted credential: EA (Enrolled Agent ), CPA (Certified Public Accountant), or Tax Preparer credentials. + Must ... Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections , Customer Experience Provider (CXP), Customer Service, Digital Experience… more
- Mass Markets (Wichita, KS)
- …techniques + Possess effective conflict resolution skills (both customer and agent conflict) + Possess time management, planning, organizational and multi-tasking ... Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections , Customer Experience Provider (CXP), Customer Service, Digital Experience… more
- Mass Markets (Wichita, KS)
- …and process + Possess effective conflict resolution skills (both customer and agent conflict) + Advanced knowledge of Microsoft Office including Outlook, Excel, Word ... Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections , Customer Experience Provider (CXP), Customer Service, Digital Experience… more