- Mass Markets (TX)
- …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 (TX)
- …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
- Intuit (Plano, TX)
- **Overview** The QuickBooks Capital Servicing and Collections team is seeking a strategic and experienced Servicing leader to oversee the operations of our Business ... direct reports and embedded support from other verticals including platform, collections and vendor management + Partner cross-functionally with Product, Compliance,… more
- Mass Markets (Killeen, TX)
- …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 (Killeen, TX)
- …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
- CGI Technologies and Solutions, Inc. (Dallas, TX)
- …Center Readiness o Oversee impacts to IVR routing, call volume shifts, and agent handling models for migrated customer bases. o Identify system and config changes ... profiles, rebranding of touchpoints (eg, CSS, emails, bills), onboarding flows, and collections systems. o Partner with teams on training, communications, and data… more
- PNC (Dallas, TX)
- …include loan servicing functions such as execution of complex transactions and collections . Attention to detail is critical due to the varying requirements given ... for fulfilling key fiduciary obligations associated with the Banks Agent role; validating construction due diligence requirements; and/or monitoring construction… more
- CRC Insurance Services, Inc. (Dallas, TX)
- …binders, invoices, and tax filings forwarding the binder and invoice to the agent . 13. Monitor accounting (payment, collections , taxes, etc.) anticipating and ... preventing problems when possible. 14. Provide supervision to Technical Assistants. 15. Assist Associate Brokers and Brokers with duties as needed. 16. Maintain current knowledge of the insurance industry and sales ideas through regular attendance of… more
- Mass Markets (Killeen, TX)
- …and SLAs + Possess practical conflict resolution skills (both customer and agent conflict) + Proven leader with advanced time management, planning, organizational ... Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections , Customer Experience Provider (CXP), Customer Service, Digital Experience… more
- Mass Markets (Killeen, TX)
- …a related field preferred. + Active, unrestricted credential: EA (Enrolled Agent ), CPA (Certified Public Accountant), or other recognized Tax Preparer credentials. ... Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections , Customer Experience Provider (CXP), Customer Service, Digital Experience… more