- Mass Markets (NM)
- …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 (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)
- …daily operations and ensure adherence to KPIs and SLAs. + Monitor agent performance and provide regular coaching and feedback. + Manage schedules, attendance, ... ensure timely resolution. + Collaborate with QA and Training to support agent development. + Analyze performance reports and implement improvement strategies. +… 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
- NTT America, Inc. (Las Cruces, NM)
- …join our team. Customer Care Associate, providing customer care to Life Insurance policyholders, agents and other customers. **Must Live in Continental United ... position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account,… 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 ... your future with retirement savings programs, where available. + Disability Insurance :Short-term disability coverage is available to help protect you during… 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 ... your future with retirement savings programs, where available. + Disability Insurance :Short-term disability coverage is available to help protect you during… 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 ... your future with retirement savings programs, where available. + Disability Insurance :Short-term disability coverage is available to help protect you during… more