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JOB NO. 1
CUSTOMER SERVICE AGENT - ENGLISH
Job responsibilities:
Receive calls from customers who have questions or need help with their accountWhile helping callers, cross-sell other services and product lines that match their additional needs
Relevant Experience & Skill-set Required:
Excellent English spoken and writtenGreat customer service attitude and communication skillsGood computer skillsAbility to handle stressAbility to work full time (44 hours per week)
JOB NO. 2
WORKFORCE ANALYST
Job responsibilities:
Capable to handle complete WFM function at site Work with Operations to achieve Service Level Responsible for Forecasting, Scheduling and Tracking of manpower at the Site Responsible for Reporting daily centre metrics (internal and client) on all processes, teams, and agent performance Responsible for Analyzing and adjusting staffing to maximize efficiency and service level requirements. Responsible for Tracking and managing Site attendance and schedule adherence.Responsible for Managing staffing ratios and seat utilization/optimization to goal.Responsible for ensuring proper & accurate use of multiple databases critical to the business (WFM tool, HRMS, Payroll, Switch (ACD) Responsible for Building effective working relationships with internal and external departments.
Relevant Experience & Skill-set Required:At least 2 years experience in Engineering Strong mathematical skillsAbility to manage conflicts, handle stress Ability to work long hoursWill be required to meet tight timelines and deliverables
JOB NO. 3
PROJECT MANAGER
Job responsibilities:End-to-End Project Management : solution design, gathering client requirements, set up operations, manage ramp-up, and ensure seamless transition to steady state/BAUInterface with client & manage stakeholder (operations, clients etc) expectationsProvide support operations through effective workforce management (Staffing, scheduling, resource management, real time management etc) during steady state.Required to interface and coordinate with internal Operations, support functions (viz. technology, facilities, HR, L&D, Compliance etc.)
Relevant Experience & Skill-set Required:
Should have at least three years of experience in a BPO/Call Center environment.Should have good understanding of Work Force Management (Staffing, scheduling, resource management, etc). Prior experience in using WFM Tools like IEX, Aspect, Blue Pumpkin, etc. is desirable.Require excellent written and verbal communication skills, and strong inter-personal skills.Prior experience in managing client relationships is desirable.Require strong planning, coordination, multi-tasking skillsAbility to manage conflicts, handle stress Willingness to learn, work different shifts based on client’s time zone (need based)Would be required to meet tight timelines and deliverables
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