Hi-Connect strives on a daily basis to be the world’s best value based Call Center for companies
Is the process of designing and implementing inbound telephone call parameters, which govern the routing of these calls through a network.
Is the job title of a lower-level management position that is primarily based on authority over workers or a workplace.
Would you like to help our clients understand
It is working to solve customer problems urgently.
• Monitor inbound & Outbound calls and evaluate agents performance concerning the quality of service offered through all channels.
• Provide clear insight into performance drivers and the levers which impact performance.
• Perform mystery calls to ensure accurate and consistent information delivery to the customers.
• Manage auditing reports for Customer Care activities & transactions.
• Give recommendations for process improvements based on the customer experience and feedback.
• Design quality rules and guidelines to achieve the highest performances with team managers.
• Hold calibrations and meetings with managerial and non-managerial level teams to find common grounds and sustain system stability.
• Conduct presentation & business simulation with new hires
• Compile and track performance for teams and individual level.
• Males & Females (Graduates Only)
• Excellent communication skills
• Coaching skills
• Previous experience is the same field & Job title is a must.
• Developing call centers' education materials, such as digital presentations, how-to manuals, and instructional videos.
• Preparing procedures and policies regarding sales techniques and appropriate agent conduct.
• Scheduling and conducting training sessions on various call center topics to prepare and support new employees.
• Training experienced employees on new or updated call center procedures to improve their performance.
• Observing the daily operations of call center employees and identifying any areas of improvement.
• Liaising with team leaders and managers to conduct on-the-job coaching.
• Measuring the effectiveness of training sessions and preparing individual or team progress reports.
• Creating and managing the training budget.
• Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
• Bachelor Degree in any relevant field.
• TOT certificate holders are preferable.
• Minimum experience : 2 years
Needed Skills:
• Presentation skills.
• Communication skills.
• Analytical thinking.
• Technical Proficiency and Understanding of Services.
• Patience.
• Empathy.
• Problem solving.
• Listening capacity.
• Organization.