OPERATION MANAGER
Job Description:
To manage the day–to-day planning, operation and problem-solving of a team to meet the
required service level components, standards and sales targets. Operation manager has to
develop the team to ensure delivery of a consistently superior customer experience by highly
knowledgeable and customer-focused candidates and to act as the communication conduit
between Frontlines and Management or Management and the clients . Operation Manager has
to offer creative solutions to the team leader who would be directly responsible for the team
performance.
Responsibilities:
• Interacting with Support functions for staffing & scheduling requirements, performance
reporting etc.
• Determining training needs of employees along with the Team Leads and conducting
suitable training programs to enhance their operational efficiency leading to increase
productivity.
• Managing Team Leads and the agents and work towards process excellence.
• Utilize superior communications skills to motivate staff and develop effective working
relationships with peers, executives and clients.
• Personally coach, train and mentor direct subordinates and provide career development
opportunities through training and quality management activities.
• Direct Client interaction, correspondences with client and its customers.
• Identifying capacity limitations & bottlenecks and process problems and bringing about
improvements in the same.
Requirements:
• Bachelor’s Degree or equivalent degree in any managerial discipline.
• Strong written and verbal communication skills.
• 3+ years of call center experience with at least 1 year in a management role.
CUSTOMER SERVICE EXECUTIVE
Job Description:
Customer service executives must use their skills and experience to ensure that a company
delivers the highest standards of service to customers. Executives must also motivate their
teams to continue delivering a quality service, particularly when representatives are working in
stressful conditions dealing with customer complaints. The Customer Service Executive aims
to maximize customer satisfaction.
Responsibilities:
• Answer calls professionally to provide information about products and services, take/
cancel orders, or obtain details of complaints.
• Keep records of customer interactions and transactions, recording details of inquiries,
complaints, and comments, as well as actions taken.
• Follow up to ensure that appropriate actions were taken on customers' requests.
• Refer unresolved customer grievances or special requests to designated departments for
further investigation.
Requirements:
• Candidates who have at least 1 year of experience working for an international voice
process.
• Freshers with good communications skills can apply.
• Ability to listen and active problem solving skills.
• Good interpersonal skills.
• Ability to handle pressure.
VOICE AND ACCENT TRAINER
Job Description:
Trainer must Impart voice & accent training to new hires & existing employees as per the
requirements of the operations team and would also be responsible to drive key performance
metrics related to V& A. The trainer must conduct formal walk-through of training materials
and make revisions with course development as and when required.
Responsibilities:
• Should be flexible to work in shift timings.
• Should be able to train on Grammar and Accent sounds (Vowel & consonant).
• Clear accent, pleasant voice, telephone etiquette and good listening skills.
• Identify Training Needs for programs to acquire/enhance the required skill sets.
• Call Monitoring and Feedback on Process.
• Create content with respect to Culture, and Accent Training and Grammar.
Requirements:
• Bachelor’s Degree or equivalent degree in any managerial discipline.
• Minimum 2 years of experience in Voice and Accent, Behavioral ,Soft Skills and
Developmental training.
