Call Centre Executive

2 days ago

Pune, India Pepup HR Full time

ABOUT THE ROLE: We are hiring a Survey Operations Executive (Telephony) to manage daily operations, ensure smooth execution of outbound calls, and uphold high-quality standards. The role involves overseeing call agent performance, providing guidance, and implementing best practices to improve efficiency. You will work closely with internal teams to drive process improvements, monitor key call metrics, handle escalations, and ensure service level targets are consistently met in a dynamic and challenging environment.

KEY RESPONSIBILITIES:

− Supervise and coordinate the daily activities of the call center agents, ensuring adherence to scripts, processes, and quality standards.

− Coordinate with the call center team while handling quality checks and assessments to ensure smooth operations.

− Monitor call metrics, such as average handling time and take corrective actions when necessary.

− Handle escalated calls, resolve issues, and provide a superior level of service.

− Provide regular feedback and coaching to call agents to improve their performance and Call handling skills.

− Collaborate with internal teams to streamline processes and implement strategies for operational excellence.

− Conduct interviews and participate in the hiring process of new call center agents, ensuring that the recruitment aligns with operational needs and service standards.

REQUIRED QUALIFICATIONS:

− Must be a Graduate or a Postgraduate.

− 1+ year of experience in call center operations.

− An excellent listening and communication skills is must, both verbal and written in Hindi and English/Marathi.

− Proficiency in Excel & MS-Word,

− Ability to deliver measurable outcomes under pressure.

Job Type: Full-time

Pay: ₹300,000.00 per year

Language:

  • Hindi (Preferred)

Work Location: In person

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