- 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)
- …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)
- …and SLAs + Possess practical conflict resolution skills (both customer and agent conflict) + Proven leader with advanced time management, planning, organizational ... and multitasking skills + Ability and eagerness to learn new products and system + Ability to work in a professional, fast-paced environment + Strong understanding… more
- Mass Markets (KS)
- …candidate pipelines for current and future hiring needs. + Utilize applicant tracking systems (ATS) and other tools to manage and track candidate activity. + ... call center environment. + Prior call center experience (as a recruiter or agent ) is strongly preferred. + Strong knowledge of sourcing techniques and recruitment… more
- Mass Markets (Wichita, KS)
- …SLAs + Possess effective conflict resolution skills (both customer and agent conflict) + Possess time management, planning, organizational and multi-tasking skills ... + Ability to learn new products and systems + Ability to work in a professional fast-paced environment COMPENSATION DETAILS WANT AN EMPLOYER THAT VALUES YOUR… more
- Mass Markets (Wichita, KS)
- …diploma or equivalent required. + Active, unrestricted credential: EA (Enrolled Agent ), CPA (Certified Public Accountant), or Tax Preparer credentials. + Active ... individual 1040 tax returns. + Strong proficiency with technology and computer systems . + Reliable, hardwired internet connection (or willingness to obtain one). +… more
- Mass Markets (KS)
- …customer satisfaction (CSAT). + Provide ongoing training and development programs to enhance agent skills and knowledge. + Offer guidance and support to team members ... processes, and best practices. + Proficiency in call center software, CRM systems , and workforce management tools. + Excellent verbal and written communication… more