- Mass Markets (KS)
- …will be responsible for monitoring real-time call volumes, managing agent availability, analyzing performance data, and making real-time scheduling adjustments. ... volumes to ensure service levels are met. + Track agent availability and adjust schedules as needed to manage...call traffic efficiently. + Oversee call queues to ensure customer interactions are handled effectively. + Analyze real-time data… more
- Mass Markets (KS)
- …The ideal candidate will be responsible for monitoring calls, assessing agent performance, analyzing data trends, and recommending process improvements. This ... + Listen to live or recorded calls to evaluate agent performance against established standards. + Develop and use...Net Promoter Score (NPS), Average Handling Time (AHT), and Customer Satisfaction Score (CSAT). + Knowledge of BPO processes… more
- Vylla Home (KS)
- …and more + Customized training, live demos and more available 24/7 + Customizable agent websites, marketing support , social media training and more + ... service from our headquarters in Aliso Viejo, California) + Back office support including dedicated transaction coordinators and an agent services resource team… more
- Verint Systems, Inc. (Topeka, KS)
- At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase ... VP, GTM Strategy, you will be responsible for our Agent Copilot Strategy and offers to drive overall business...pricing, tools, messaging, sales programs, and enablement materials to support market growth. This role is reporting into the… more
- Mass Markets (Wichita, KS)
- …issues and ensure timely resolution. + Collaborate with QA and Training to support agent development. + Analyze performance reports and implement improvement ... and ensure adherence to KPIs and SLAs. + Monitor agent performance and provide regular coaching and feedback. +...we offer a variety of benefits and incentives to support and reward our team members. What You Can… more
- Mass Markets (Wichita, KS)
- …multiple client accounts. This is a key leadership role that directly impacts customer satisfaction and operational excellence. To be considered for this role, you ... + Lead the QA team in monitoring and evaluating agent interactions across various campaigns. + Develop and implement...we offer a variety of benefits and incentives to support and reward our team members. What You Can… more
- Mass Markets (Wichita, KS)
- …a passion for developing others? We're looking for a dedicated individual to manage and support a team of customer service agents working on a variety of ... and SLAs + Possess practical conflict resolution skills (both customer and agent conflict) + Proven leader...we offer a variety of benefits and incentives to support and reward our team members. What You Can… more
- BMO Financial Group (Augusta, KS)
- …understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic ... Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the… more
- Mass Markets (KS)
- …programs to enhance agent skills and knowledge. + Offer guidance and support to team members to help them achieve their professional goals. + Assign tasks ... such as quality scores, average handle time (AHT), and customer satisfaction (CSAT). + Provide ongoing training and development...we offer a variety of benefits and incentives to support and reward our team members. What You Can… more
- Mass Markets (Wichita, KS)
- …internal teams to improve processes and enhance the client experience. + Support clients via video, phone, and chat, delivering professional, friendly, and ... about building relationships and turning the knowledge; you gain in training into customer wins. We provide all new employees with world-class training, so all… more