Openings at Chennai

• Customer Service Representative (CSR)
• Sr. Customer Service Representative (Sr. CSR)
• Team Leader (TL)
• WFM (Work Force Management) Analyst
• Quality Analyst
• Talent Acquisition Group
• Talent Engagement Group
  

Customer Service Representative (CSR)

• Graduates/undergraduates with 0-3 years of experience (BE, MCA, MCM and MBA candidates are not eligible)
• Handle inbound/outbound calls and provide voice-based customer support
• Manage and update customer accounts and database
• Typing speed of 20 wpm, with knowledge in MS-Excel and ready to work in 24X7 environment
• Proficient in at least two or more of the following languages: English, Hindi, Tamil, Malayalam & Kannada

Sr. Customer Service Representative (Sr. CSR)

• Assist TL with his tasks and undertake other duties as required by TL
• Provide subject matter expertise and walk the floor when required

Team Leader (TL)

• Manage, lead and develop the team of CSRs and Sr. CSRs
• Handle team and be the first line of escalation for all operational and admin issues
• Ensure quality monitoring and adherence to SLA; attend customer call escalation
• Provide feedback and identify training needs within the team
• Assist line manager with operations deliverables

WFM (Work Force Management) Analyst

• Update all necessary statistics trackers on an hourly basis
• Keep internal and client management informed in real-time of any pertinent issues
• Process schedule deviations and initiate overtime requests as needed to ensure appropriate staffing levels
• Process break/lunch requests in real-time to ensure productivity

Quality Analyst

• Provide instant feedback to the assigned teams based on the audits done on daily basis
• Generate weekly snapshot to get the correct picture about team performance
• Conduct analysis like ICE, Repeat, PI for Process Improvement and Customer Satisfaction
• Generate reports and suggestions on weekly and monthly basis
• Discuss with the client on a weekly basis on the analysis done

Talent Acquisition Group

• Screen and recruit candidates across all levels through both face to face, video conferences and telephonic interaction as per requirements
• Manage Sourcing: Consultants (vendors), job sites, employee referrals and internal databases
• Post requirements to vendors and coordinate with them
• Perform HR rounds of interviews for in-depth screening of communication and personnel skills (HR screening and first level technical screening)
• Negotiate compensation packages and coordinate other aspects of hiring to get the candidate on board
• Offer release and follow ups

Talent Engagement Group

• Employee relations and employee motivation
• Conduct formal counseling with employees
• Prepare event calendar of monthly recreation to motivate employees
• Conduct motivational in-house seminars for career development training
• Process required letters on employees’ requests
• Employee retention
• Use proactive retention techniques in order to provide employee incentives
• Implement employee engagement to bind the work force
• Provide employee recognition and appreciation in order to stabilize the workforce
• Managing workforce absence
• Use attendance management policy to deal with unplanned absence
• Maintain proper notification procedures
• Take disciplinary measures if the absence exceeds limits

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