Immediate hiring-Manager-BPO Operations

Job Title: Call Centre Manager

Department: Call Centre - Interpretation Division

Reports To: Call Centre Senior Manager

Location-Noida

Shift-8pm-5am EST

Summary: Assist the call centre manager in maintaining established service levels and providing support by performing the following duties:

Essential Duties and Responsibilities: include the following. Other duties may be assigned by call center management, as needed.

• Assist Call Center representatives in performing their regular and special assigned duties; this includes to a lesser degree answering calls for service and assigning jobs
• Answer questions regarding department policy and procedures
• Manage call and job queues, making sure service levels are being met
• Assists in resolving customer issues
• Assist department manager with assigned tasks and provide feedback
• Perform all office functions and other reasonable, related duties as assigned or requested

Supervisory Responsibilities:

• Provide and document constructive feedback to employees on their performance or other issues
• Document employee disciplinary issues, as outlined by the call center management, based on current policy.
• Document employee attendance occurrences, as outlined by call center management, based on current policy
• Create metric and other reports, as requested by call center management

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The attributes listed below are representative of the knowledge, skill, and/or ability preferred for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

High school diploma or GED required.

Two years of Customer Service experience required.

Language Skills:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Needs good written and oral communication skills.

Computer Skills:

To perform this job successfully, an individual should have extensive knowledge of Database software; Spreadsheet software and Word Processing software.

Basic computer programs such as Word, Excel, Outlook, Internet Explorer and Power Point.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and climb or balance. The employee must regularly lift and /or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

This job description is presented as part of CTS Languagelinks ongoing efforts to establish and maintain clear and honest communication with our employees.

Although this job description describes the main responsibilities, and qualifications required for this position, there may be additional duties assigned from time to time. The receipt of this job description does not constitute or represent a contract between me and CTS. I am an at-will employee, and as such, my employment may be terminated by me or CTS with or without cause.

I understand that my signature indicates that this job description has been reviewed with me. I further understand that once I have reached the salary cap for this position I am only able to receive cost of living increases unless I have accepted a new position at which I will be introduced to a new job description with new salary ranges.

Think global. Think BIG.

Visit us: https://biglanguage.com

Linkedin: https://www.linkedin.com/company/big-language-solutions/mycompany/

Interested candidates can share their resume on Bhumika.sharma@biglanguage.com or call at 9810650657.

Regards,

Bhumika Sharma