Teams at NYCM Insurance

Evaluate and score customer interactions (voice, chat, other channels), coach front-line staff, assist with new hire and refresher training, run calibration/peer reviews, track scorecards and document transactions, and support special projects to improve service quality and customer satisfaction.

Evaluate and score customer interactions (voice, chat), coach agents, assist with new hire and refresher training, run peer reviews and calibration, track scorecards, document interactions, and support special projects to improve service and satisfaction.

Support and maintain on-premises and hybrid cloud infrastructure, troubleshoot level 2/3 issues, implement backups, patches and security controls, perform audits, collaborate with IT and business partners, document processes, and provide on-call support to meet SLAs and compliance requirements.