Posted Jul 08, 2020
Job Description
We are looking for an energetic & technical individual for our international Call Center who ensures that call center employees handle their calls in accordance with the required rules and scripting parameters.
We would require the individual to do training sessions as well.
Responsibilities
- Responsible for end to end Quality Assurance Planning, Training Planning, and execution of the plan(s) of entire projects.
- Work closely with the VP, Manager Operations to anticipate training need assessments, client requirements, and commencement of the plans without a fail.
- Responsible for the entire planning of resource utilization, tuning up the KPIs of QA/Training to meet client requirements.
- Have good skills to train and motivate the trainees and good assessment on the utilization of the staff.
- Provide reports on call center performance for the operations team and Managers.
- Provide employees with training and coaching to help them improve their skills.
- Track the performance of employees to identify trends and make sure they meet sales and performance goals.
- Make sure call center employees provide complete and accurate information to callers.
- Resolve call scoring disputes, questions, and inquiries. Escalate situations as necessary.
- Assist with the preparation and execution of weekly call review and calibration sessions with Operations staff.
- Note: We require a candidate who had experience of international campaigns rather than a local campaign.
Job Details
Telus Group is a Call Center company providing Sales and customer services for USA , UK and Canada previously working in India and now started operations pakistan
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