Location Name: Pune Corporate Office - Fountainhead
Job Purpose
- To own end to end operations around launch, operationalization and improvement of Offer Decline project
- Guide & assist the team in closing the monthly calling targets
- Reporting of call outcomes
Duties And Responsibilities
- HR Contact centre:
- Conceptualize and plan towards launch of the Offer Decline project
- Managing the platforms used for HRCC
- Train HRCC agents on a regular basis
- Managing team queries regarding the work assigned
- Assigning/ Allocation the activities and rostering the team to ensure adequate capacity is maintained
- Managing escalation
- Process enhancements w.r.t. work flow, systems & portals
- Quality check to ensure standard & consistent performance of all agents
Key Decisions / Dimensions
- Allocation of campaigns to HRCC agents
- Roster for HRCC team
- Ad-hoc requests from TA team for joiners OR from HRPs for IJP release
Major Challenges
- System outbreak due to network issue, API issue, Data Mart, CRM.
- Connecting with technical team for quick response on the issue / outbreak.
- Managing roster of the Contact Centre team to ensure adequate capacity
Required Qualifications And Experience
Graduate / Post Graduate in any field
- Work Experience
- Total work experience of 3-5 years.
- Team-handling experience of 1-2 years.
- Managing of the reports extracted from the dialer. Good in excel.
- Solution oriented approach.
- Understanding of the commercials (per call, per agent basis)
- Responsible for the team's productivity.
- Planning of the resources as per the call flow / time frame.
- Rostering of the resources.
