HR. QA. TL. Call Center.

Job Description

Human Resource Manager- More than five years

Quality Analyst- More than five years

Team Leads- More than five years

Floor/ Operation Manager- More than five years

Call Center Executives- More than five years

Calling Agents- More than five years

Interested can share their resume 

Notice Period: fifteen - thirty Days or Immediate Joiners.

References are highly appreciated.

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Skills You Must have for Call Center:

• Interpersonal Skills
• Cognitive skills
• Communication & Voice and Accent Skills
• Technical Skills

JOB DESCRIPTIONS:

• Call Centre Floor/ Operations Manager (Total five+ years’ experience required)

 Job Responsibilities:

• Conduct staff performance reviews, assess needs, cost/benefit analysis, and other operational strategy assessments.
• Establish a high standard for productivity, quality, customer service as well as define user guidelines.
• Develop company systems for customer interaction and voice response and control the implementation process.
• Manage and improve center performance through performance monitoring, problem resolution, System audits, and quality assurance measures.
• Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations.
• Prepare annual budget after estimating necessities, correcting overspending, analysing cost variance, and scheduling expenses.
• Summarize, collect, and analyse call center trends and data for regular performance reports.
• Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.
• Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in teams projects.

• Call Center Operations Manager 

Qualifications:

• Bachelor's Degree
• 5+ years of managerial experience
• Customer service experience preferred
• Motivated self-starter
• Excellent verbal communication skills
• 3+ years of call center experience preferred.

HR Manager (Total five+ years’ experience required)

Requirements & Qualifications:

• Bachelor's Degree in Human Resources Management or related discipline.
• 3+ years' experience in HR recruitment
• Skills of accessing Job Portals, sorting of candidates.
• Expertise in HR policies and procedures.
• Strong knowledge of hiring processes.
• Understanding of HR best practices and current regulations.
• Sound judgment and problem-solving skills.
• Employee-focused attitude, with high level of professionalism and discretion.
• Familiarity with MS Office suite.
• Excellent communication skills.

• Ouality Analyst (Total five+ years’ experience required)

Roles & Responsibilities:

• The key role of call center quality assurance is ensuring that the agents provide quality service in line with the organizational objectives. Optimized quality assurance increases agents' efficiency through behaviour modification, enhanced quality service to customers and improved close rates. It is important to have a robust quality assurance program, creating a team of analysts and understanding their roles and responsibilities.

Here are essential functions and tasks of a quality assurance team:

• Developing Evaluation Programs
• Keeping track of the key industry trends
• Monitoring Customer Interactions
• Calibration sessions
• Utilization of Technology
• Training and Coaching
• Compliance Monitoring
• Driving Innovation and Optimizing Processes
• Competition Analysis
• Agent engagement
• Revenue Growth
• Improving Overall Contact Center Efficiency

• Call Center Team Leader (Total five+ years’ experience required)

Role & Responsibilities:

• Call center team leaders oversee workers who respond to customer inquiries. They work at facilities that receive incoming phone calls and/or electronic messages from people who have concerns about a company's goods or services. Call center team leaders make sure employees know how to respond to what is being asked and do so in a manner that puts the company in a good light.
• Call center team leaders work regular, full-time hours. If their employer offers evening or weekend customer service, they may be called upon to handle those shifts. Extended hours also are common during the holiday season or other busy periods.

Responsibilities:

• Be in charge of running and managing the call center daily.
• Set targets for all other call center agents to meet up with.
• Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to.
• Understand all organization's products, services, procedures and guidelines and communicate same to all team members.
• Prepare forecasts and budgets for the call center.
• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to.
• Facilitate and organize training session for all agents and participate in recruitment of new call center agents.
• Conduct regular review of all call center agents performance and organize training sessions for under performers.
• Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
• Keep up with trends and happenings in the industry and ensuring adherence to industry standards.
• Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.
• Ensure a sale and harmonious working environment for all other team members and delegate duties to all team members.

Job Description:

• Proven experience as call center manager or similar position with min 5 years’ Experience in customer service/ sales is required.
• Knowledge of performance evaluation and customer service metrics.
• Solid understanding of reporting and budgeting procedures.
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.).
• Proficient in MS Office and call center equipment/ software programs.
• Outstanding communication and interpersonal skills.
• Excellent organizational and leadership skills with a problem- solving ability.
• Positive and patient.
• High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated.
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.

• Calling Agents (Total three+ years’ experience required)

Job Role Description:

• Call Centre Representative Hiring Requirements:
• Graduated high school, but a bachelor's degree in commerce or related fields is preferred.
• Prior experience with customer service / telesales and call centers in relevant job roles with atleast 3 years’ experience.
• Good knowledge of CM practices and systems.
• Customer oriented attitude with professionalism.
• Strong multitasking, time management, and target achieving skills.
• Excellent communication and listening skills with good command over the English language.
• Age Criteria: twenty one  - thirty five years

• Call Centre Representative or Executives (Total three+ years’ experience required)

We are looking for a Call Centre Representative to handle calls from customers and provide support to them in any way possible. You will be required to work in a time-bound.

Responsibilities:

• Handle many inbound and outbound calls to customers and clients.
• Identify the needs of customers, resolve issues and provide solutions.
• Upsell other products wherever possible.
• Ensure you follow the customer service script provided by the company for uniformity.
• Also, be well read on company policies and the website for FAQs or policy related answers.
• Maintain good customer relations.
• Meet personal targets and work towards meeting team targets.
• Maintain records of the conversations with the customer and analyze the data.
• Write and submit reports on performance, target and customer queries.