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UK Voice Process
• Handling outbound calls and provide customer service to the U.K clients over the phone.
• Engage with customers to educate them on the Telephone Preference service (TPS) and sell call blocker device.
• To achieve sales targets and ensuring call quality compliance.
• Explain about the company products or services and generate sales / revenue for the company.
• Good communication skills.
• Must be computer savvy.
• Should be target oriented and go getter person.
• Should be able to handle sales/ work pressure.
• Experience in sales voice process.
• Should have convincing skills.
• Fresher are welcomed.
• Seek customer feedback and develop action plans for improvement.
• Proactively communicate with customers and manage their expectations.
• Troubleshoot problems and resolve issues to maintain/improve customer satisfaction.
• Handle requests, queries/ complaints from customers and follow up to ensure accurate and timely resolutions are provided.
• Monitors individual performance objectives, meets standards and assures customer satisfaction and target goals are met.
• Solicits feedback and guidance of best practices from senior department team members .
• Independently resolves most problems/questions that arise and consults with senior team members and assists senior department team members in identifying frequently encountered issues and developing resolutions .
• Excellent customer support experience skills.
• Excellent documentation skills for maintaining customer information.
• High level of patience, empathy and courtesy in high call volume environment.
• Good analytical and problem solving skills.
• Ability to resolve or handle customer queries.
• Experience in BPO is mandatory.
• Track Associate performance and its impact on the process/ project.
• Understand the process/ function goals and help the team to achieve them.
• Completing call monitoring and feedbacks as per SLA or internally defined.
• Conducting calibration sessions and initiating action plans for reducing variance.
• Conducting Quality induction for new hires.
• Should be able to identify areas of improvement and failure modes of a project and be able to mitigate action plans with Root Cause.
• Ability to coach associates and peers on Quality tools pertaining to the process/ project.
• Ensure adherence to Process Quality SLA’s.
• Presents appropriate information in a clear and concise manner both orally and in writing.
• Coordinating with the clients/ customers on the process related issues and updates
• High performance delivery on all quality parameters, ensure zero compliance issues in terms of quality.
• Conduct call audits on process communication and soft skills parameters and give constructive feedback to associates and derive action plan with the objective of improving scores for training or conversion.
• Should have experience in call taking and call monitoring.
• BPO experience is mandatory.
• Should have Quality process knowledge and have worked in the similar role.
• Should have data analysis, data interpretation, excel and analytical skills.
• Should have customer experience, soft skills and process orientation.
• Understanding of Audit & Coaching process.
• Train associates on product and process as and when there are NHT (New Hire Training) batches.
• Complete process training with a minimum average score of 75%.
• Deliver training requirements timely and qualitatively.
• Monitor, coach and train on process.
• Conduct Gap & Training Need Analysis within assigned processes and conduct refresher training as required.
• Initiate process improvement.
• Review and recommend improvement of training content.
• Work closely with Operations and Quality Team, design action plans to plug areas of opportunity.
• Demonstrating innovation in training by carrying floor requirement into classroom training.
• Managing retention during training.
• Should be able to drive key performance metrics related to training.
• Participate in Call Calibration session with QAS (Quality Assurance Specialist).
• Adherence to training guidelines and documents.
• Conduct refresher training based on the feedback received from Quality/ Operations.
• Should have prior experience/ knowledge in Sales Outbound Voice process.
• Should be currently designated as Process Trainer in the current organization.
• Should have prior BPO Sales Process experience.
• Must have excellent presentation and content delivery skills.
• Excellent communication and good analytical skills.