Position: workforce management specialist location: bedford, tx job id: 340 # of openings: 1 job title: workforce management specialist location: remote company: sylvan learning / unleashed brands schedule: full-time/ weekend availability required jo...
Join our team as a quality assurance specialist for the guest loyalty call center! at unleashed brands, we’re dedicated to creating fun, engaging, and inspiring experiences for families. our mission is to help kids learn, play, and grow. with over 1,...
Quality assurance specialist this role plays a critical part in ensuring customer interactions meet exceptional standards. as a quality assurance specialist, you will monitor calls, score agent performance based on established criteria, provide actionable feedback to leadership, and contribute to ongoing efforts to enhance both customer experience and agent effectiveness. responsibilities: - performance monitoring: track key qa metrics, observe agents' ability to navigate systems and use tools, and assess performance based on adherence to scripts, accuracy, tone, professionalism, empathy, compliance, and overall service quality. - documentation & reporting: maintain qa reports and documentation, record feedback during call monitoring, and compile quality reports to share with management. stay up to date on all policies and procedures. - team training & development: keep current on qa best practices, identify recurring issues, collaborate with agent leadership to enhance performance, assist in developing call handling procedures, and provide recommendations for training and script updates. qualifications: - 1+ years of experience in quality assurance, preferably in call center or hospitality environments. - experience with five9 is a must. - knowledge of software development life cycles and qa methodologies. - familiarity with bug tracking and test management tools. - excellent attention to detail and strong organizational skills. - strong communication and collaboration abilities, capable of working effectively with both technical and non-technical teams. - familiarity...
Solution consultant: drive customer experience transformation we are seeking a seasoned solution consultant to drive customer experience transformation by assessing challenges, showcasing ai-driven solutions, and collaborating with internal teams for seamless solution delivery. key responsibilities include engaging with clients to understand their customer experience needs, designing and presenting tailored cx solutions, conducting product demonstrations, and providing strategic insights to optimize customer journeys. the ideal candidate will have proven experience in customer experience consulting, strong understanding of cx principles, and excellent communication and presentation skills. additionally, they will have experience with cx platforms, analytical mindset, and ability to work collaboratively in a fast-paced environment. job requirements: - proven experience in customer experience consulting - strong understanding of cx principles - excellent communication and presentation skills - experience with cx platforms - analytical mindset - ability to work collaboratively benefits: - be part of something big – a growing company where your contributions matter - make an immediate impact – support groundbreaking technologies with real-world results - work on cutting-edge tech – ai, cybersecurity, and next-gen digital solutions - thrive in an inclusive team – a culture built on trust, collaboration, and respect - we care – integrity, empathy, and purpose guide every decision about the role: this is a mid-senior level position that requires a minimum of 3 years of ex...
Quality assurance supervisor job description we are seeking a highly skilled quality assurance supervisor to spearhead the development and execution of our customer service quality assurance programs. as a key member of our team, you will work closely with operations, business partners, and stakeholders to enhance quality standards in our b2c customer service operation. key responsibilities: - oversee a team of quality analysts who perform audits, assess performance scorecards, and provide feedback to agents. - participate in the design of call monitoring formats and quality standards. - take proactive steps to improve effectiveness, compliance to policy, and increase the level of service. - collaborate with other teams to identify trends, streamline processes, and generate solutions to minimize quality assurance concerns and improve service. - monitor the effectiveness of qa metrics as measures of performance, such as quality and satisfaction. required skills and qualifications: - proficient in sap - order management activities - proficient in salesforce - proficient in zendesk - proficient in five9 - proficient in microsoft office; excel, powerpoint, word, etc. - interpreting kpi's - proficient with call monitoring technologies - knowledge of customer care processes and techniques benefits: - career opportunity: grow and develop your skills along multiple career paths. - learning & development: access state-of-the-art learning resources, including our lean academy and online university. - diverse & inclusive culture: be part of an awesome place to work where differ...
Position:workforce management specialist location: bedford, tx job id:340 # of openings:1 job title: workforce management specialist location: remote company: sylvan learning / unleashed brands schedule: full-time/ weekend availability required join our team as a workforce management specialist for the guest loyalty call center! at unleashed brands, we’re dedicated to creating fun, engaging, and inspiring experiences for families. our mission is to help kids learn, play, and grow. with over 1,300 locations in development and plans for further expansion, we are looking for an energetic and motivated workforce management specialist to support our guest loyalty call center in delivering exceptional service! what’s in it for you? - remote work - competitive compensation: enjoy a competitive hourly rate with opportunities for bonuses based on performance. - career growth: as you excel in this role, you’ll have opportunities to influence training and development initiatives, further advancing your career. - benefits package: we offer a comprehensive benefits package to support you and your family. what you’ll do: as a workforce management specialist, you will play a key role in ensuring the smooth operation of our guest loyalty call center. you will assist in monitoring call volume, scheduling staff, analyzing performance metrics, and contributing to the overall efficiency and effectiveness of our team. key responsibilities: - assist in forecasting call volume and staffing needs to ensure optimal coverage. - support the scheduling of agents to meet service level ...
Join our team as a quality assurance specialist for the guest loyalty call center at unleashed brands, we're dedicated to creating fun, engaging, and inspiring experiences for families. our mission is to help kids learn, play, and grow. with over 1,300 locations in development and plans for further expansion, we are looking for an energetic and motivated quality assurance specialist to ensure that our guest loyalty call center delivers exceptional service what's in it for you? - remote work - competitive compensation: enjoy a competitive hourly rate with opportunities for bonuses based on performance. - career growth: as you excel in this role, you'll have opportunities to influence training and development initiatives, further advancing your career. - benefits package: we offer a comprehensive benefits package to support you and your family. what you'll do: as a quality assurance specialist, you will play a crucial role in evaluating and ensuring the quality of customer interactions within our guest loyalty call center. you will monitor recorded calls, score agent performance based on established criteria, provide actionable feedback to leadership, and contribute to ongoing efforts to enhance both customer experience and agent effectiveness. key responsibilities: performance monitoring: track and report on key qa metrics, observe agents' ability to navigate systems and use tools, and assess performance based on adherence to scripts, accuracy, tone, professionalism, empathy, compliance, and overall service quality. documentation & reporting: maintain qa reports and ...
Position:guest loyalty membership agent location: bedford, tx job id:284 # of openings:1 our guest loyalty membership support agents are call center agents/specialists, responsible for promoting fun in this position you will work with our guests to plan events at urban air for birthday parties, church events, sports groups, or any other type of group. the ideal candidate needs to have awesome phone and computer skills. you must be able to multi-task in a fast-pace environment and be passionate about delivering a great guest experience. you will be a great fit for this position if: - you love working in a fast-paced, dynamic family entertainment atmosphere. - you have a passion for delivering a great guest experience at every touchpoint. - you have excellent verbal and written communication skills. - you are a self-starter, eager to learn and develop your expertise. - you respond to all leads in a timely fashion – same to next business day. - you can deliver sales results and you love a good challenge at urban air, we strive to create lasting memories through next level play and our team is essential to our success. responsibilities: - assist guests with general questions and support surrounding the membership program - provide one call resolutions to quickly resolve inquiries - answer incoming calls regarding cancellation requests, account changes, refunds and other requests based on company policy - process outbound calls to existing members regarding account updates as needed - provide account options and solutions to deescalate guests inquiries within business ...
Get ai-powered advice on this job and more exclusive features. as the quality team supervisor, you will play a key role in spearheading the development and ongoing execution of our customer service quality assurance programs. working closely with operations, business partner, stakeholders and ftes, this role will focus on continuously enhancing the quality standards in the b2c customer service operation, ensuring that each interaction meets established criteria for excellence and satisfaction, and fostering a culture on continuous improvement and commitment to quality. additionally, this role will also be responsible for all qa metrics needed to measure the process. success in this role will include applying good judgment leadership and problem-solving skills to design and execute effective strategies and action plans to achieve desired results. attention to detail, teamwork, sense of urgency and communication are all critical for individuals in this position major responsibilities - oversees a team of quality analysts who perform audits, assess performance scorecards, and provide agents feedback - participates in design of call monitoring formats and quality standards - take proactive steps to improve effectiveness, compliance to policy, and increase the level of service. - collaborate with other teams to identify trends, streamline processes, and generate solutions to minimize quality assurance concerns and improve service. - monitor the effectiveness of qa metrics as measures of performance, such as quality, satisfaction. create clearly defined, and mutually agreeab...
Contento bps, solicita para su equipo de trabajo, personal con experiencia mínima de 1 año en sistemas, telecomunicaciones, informática o afines en empresas del sector de bpo. para desempeñar el cargo de analista de innovación ti en diseño de soluciones. formación académica: tecnólogo/a en sistemas, telecomunicaciones, informática o afines. funciones específicas: - facilitar la integración eficiente de soluciones tecnológicas en el diseño end-to-end de productos y servicios, actuando como puente entre el área de ti y el equipo de diseño de soluciones. - elaborar cronogramas de trabajo por proyecto. - recopilar y analizar requerimientos técnicos para automatizaciones y flujos de omnicanalidad. - coordinar con otras áreas para evaluar la viabilidad de implementación de nuevos servicios. - diseñar y desarrollar flujos de atención y automatización de procesos en plataformas como wolkvox y five9. conocimientos: - manejo de plataformas de telefonía y/o canalidad. - manejo de project o herramientas similares. - certificación en agilismo. - nivel alto en herramientas ofimáticas (excel, word, powerpoint). - participación en proyectos ti. salario: $3.811.000 + prestaciones de ley. horarios: lunes a viernes de 7:00 a.m. a 5:00 p.m. tipo de contrato: indefinido. lugar de trabajo: itagüí. modalidad presencial....
Estamos buscando un dialer strategy manager, orientado a datos y resultados, para supervisar y optimizar las campañas y operaciones de marcación saliente. este rol será crítico para asegurar que las operaciones en el centro de contacto funcionen sin problemas y alcancen métricas clave de rendimiento. ¿cuáles son las funciones del dialer strategy manager? diseñar y gestionar la estrategia general del sistema de marcación de la empresa, incluyendo modos predictivo, previo y progresivo. analizar el rendimiento del marcador, el ritmo de las campañas y el rendimiento de los agentes para optimizar continuamente la productividad, las tasas de contacto y el cumplimiento. gestionar campañas de marcación saliente desde el inicio hasta la finalización, incluyendo la gestión de listas, configuraciones del marcador, estrategias de ritmo y gestión de disposiciones. trabajar estrechamente con los equipos de operaciones, cumplimiento, ti y análisis para alinear las estrategias de marcación con los objetivos comerciales y los requisitos regulatorios. proporcionar informes detallados sobre los resultados de las campañas, kpis y eficiencia del marcador. utilizar datos para tomar decisiones informadas y fomentar la mejora continua. asegurar que todas las operaciones de marcación cumplan con tcpa, ftc y otras leyes y regulaciones aplicables, reduciendo riesgos y asegurando la integridad operativa. supervisar la tecnología del marcador, resolver problemas y trabajar con el equipo de ti para asegurar que la plataforma de marcación funcione de manera óptima....
Estamos buscando un dialer strategy manager, orientado a datos y resultados, para supervisar y optimizar las campañas y operaciones de marcación saliente. este rol será crítico para asegurar que las operaciones en el centro de contacto funcionen sin problemas y alcancen métricas clave de rendimiento. ¿cuáles son las funciones del dialer strategy manager? diseñar y gestionar la estrategia general del sistema de marcación de la empresa, incluyendo modos predictivo, previo y progresivo. analizar el rendimiento del marcador, el ritmo de las campañas y el rendimiento de los agentes para optimizar continuamente la productividad, las tasas de contacto y el cumplimiento. gestionar campañas de marcación saliente desde el inicio hasta la finalización, incluyendo la gestión de listas, configuraciones del marcador, estrategias de ritmo y gestión de disposiciones. trabajar estrechamente con los equipos de operaciones, cumplimiento, ti y análisis para alinear las estrategias de marcación con los objetivos comerciales y los requisitos regulatorios. proporcionar informes detallados sobre los resultados de las campañas, kpis y eficiencia del marcador. utilizar datos para tomar decisiones informadas y fomentar la mejora continua. asegurar que todas las operaciones de marcación cumplan con tcpa, ftc y otras leyes y regulaciones aplicables, reduciendo riesgos y asegurando la integridad operativa. supervisar la tecnología del marcador, resolver problemas y trabajar con el equipo de ti para asegurar que la plataforma de marcación funcione de manera óptima....
Estamos buscando profesionales con experiencia en plataformas de contact center para liderar un importante proyecto con más de 300 agentes. perfil requerido: formación desde tecnólogo hasta profesional en ingeniería de telecomunicaciones, electrónica, sistemas o áreas afines. 2 a 3 años de experiencia en roles similares, especialmente en proyectos con bpos y operaciones de gran escala. conocimientos técnicos en plataformas como: wolkvox, genesys, five9, gocontact, avaya, cloudtalk experiencia en administración, soporte y configuración de soluciones de contact center y redes. capacidad de análisis técnico: interpretación de logs, resolución de incidencias y soporte de tercer nivel. conocimientos en infraestructura, servidores y redes de datos. manejo y coordinación directa con fabricantes y proveedores de soluciones tecnológicas. responsabilidades: brindar soporte técnico y operativo a la plataforma de contact center. coordinar con el cliente (bpo con más de 300 operadores). gestionar plataformas y mantener comunicación constante con los agentes. realizar monitoreo continuo y proponer mejoras para el rendimiento del sistema. ubicación y condiciones: modalidad: 100% presencial horario: lunes a viernes de 7:30 a.m. a 5:30 p.m. lugar: medellín salario: entre $3.000.000 y $4.000.000 contrato: término indefinido...
📢 dialer strategy manager 🕒 schedule: monday through friday, 7 am to 5 pm 🏢 company overview: we are a leading collections agency that values innovation, customer-centricity, and operational efficiency. we are looking for a strategic, data-driven, and results-oriented dialer strategy manager to oversee and optimize our outbound dialing campaigns and operations. this role will be critical in ensuring that our contact center operations run smoothly and achieve key performance metrics. 📋 responsibilities: 📈 develop and implement dialer strategies: design and manage the overall strategy for the company's dialer system, including predictive, preview, and progressive dialing modes. 🔍 optimize performance: analyze dialer performance, campaign pacing, and agent performance to continually optimize productivity, contact rates, and compliance. 📞 lead campaigns: manage outbound dialer campaigns from inception to completion, including list management, dialer settings, pacing strategies, and disposition management. 🤝 collaborate with key stakeholders: work closely with the operations, compliance, it, and analytics teams to align dialer strategies with business goals and regulatory requirements. 📊 reporting and analytics: provide detailed performance reports on campaign results, kpis, and dialer efficiency. utilize data to make informed decisions and drive continuous improvement. ✅ compliance oversight: ensure all dialer operations comply with tcpa, ftc, and other applicable laws and regulations, reducing risk and ensuring operational integrity. 👥 team management: lead, coach, and mentor ...
Company is a leading collections agency that values innovation, customer-centricity, and operational efficiency. we are looking for a strategic, data-driven, and results-oriented dialer strategy manager to oversee and optimize our outbound dialing campaigns and operations. this role will be critical in ensuring that our contact center operations run smoothly and achieve key performance metrics. experience required: minimum 5 years of experience managing dialer operations in a contact center or similar environment. technical skills: proficiency with dialer systems (e.g., five9, dialconnection, genesys, or similar) and crm tools. strong understanding of sql, excel, and data analytics for reporting and insights. leadership: demonstrated ability to lead and develop a team in a fast-paced, goal-oriented environment. compliance knowledge: in-depth knowledge of telemarketing regulations, including tcpa, ftc, dnc, and state-specific laws. problem solving: strong analytical, troubleshooting, and decision-making skills. ability to think strategically and drive changes based on data insights. communication: excellent verbal and written communication skills, with the ability to present findings and strategies to stakeholders at all levels. educational background: bachelor’s degree in business administration, operations management, or a related field. a master’s degree is a plus. lunes a viernes de 7 am a 5 pm...
📢 dialer strategy manager 🕒 schedule: monday through friday, 7 am to 5 pm 🏢 company overview: we are a leading collections agency that values innovation, customer-centricity, and operational efficiency. we are looking for a strategic, data-driven, and results-oriented dialer strategy manager to oversee and optimize our outbound dialing campaigns and operations. this role will be critical in ensuring that our contact center operations run smoothly and achieve key performance metrics. 📋 responsibilities: 📈 develop and implement dialer strategies: design and manage the overall strategy for the company's dialer system, including predictive, preview, and progressive dialing modes. 🔍 optimize performance: analyze dialer performance, campaign pacing, and agent performance to continually optimize productivity, contact rates, and compliance. 📞 lead campaigns: manage outbound dialer campaigns from inception to completion, including list management, dialer settings, pacing strategies, and disposition management. 🤝 collaborate with key stakeholders: work closely with the operations, compliance, it, and analytics teams to align dialer strategies with business goals and regulatory requirements. 📊 reporting and analytics: provide detailed performance reports on campaign results, kpis, and dialer efficiency. utilize data to make informed decisions and drive continuous improvement. ✅ compliance oversight: ensure all dialer operations comply with tcpa, ftc, and other applicable laws and regulations, reducing risk and ensuring operational integrity. 👥 team management: lead, coach, and mentor ...
Sales team lead es responsable de gestionar y apoyar al equipo de asesores de ventas, asegurando el cumplimiento de los indicadores clave de rendimiento (kpis) y estándares de calidad. este rol requiere estar al tanto de las últimas técnicas de venta...
Position: guest loyalty membership agent location: bedford, tx job id: 284 # of openings: 1 our guest loyalty membership support agents are call center agents/specialists, responsible for promoting fun! in this position you will work with our guests ...
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