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IBEX Global – Managua – Job Description Responsible for proactively identifying agent level performance related opportunities by KPI up to and including customer experience drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, and knowledge management improvement areas by evaluating a random sampling of calls (sales, service, etc.) and other customer contact methods (i.e. email; chat; fax; fulfillment; payments) for compliance to prescribed client project standards including but not limited to adherence to standards; accuracy, customer experience and contact handling efficiency through the support of at least one account of project within a portfolio account. Job Requirements Required: Previous front-line experience and successful completion of program specific training and Certification on the program (any LOB) being supported is required. Bachelor’s Degree in any field or at least completed 2 years in College with 2 years related experience in the BP…