Call Center Executive

Job Profile:

• Manage the call center team in order to achieve the fullest customer satisfaction.
• To ensure the call center operations runs smoothly with exceptional call quality and standards provided by the staff on their services rendered.
• To ensure that all calls are answered in a courteous and timely manner and directed to the relevant departments where necessary first-time resolutions are provided to the customers.
• Maintain and achieve a soft skill score of 85% overall for the call center agents.
• Provide feedback and training to agent to improve on areas highlighted by the Team Leaders or Compliance.
• Update and review SOP's on a quarterly basis for all entities concerned.
• Carry out Audits on workflow process of the agents and ensure all agents are abiding to the implemented process.
• Build a sustainable relationship and trustworthiness among the call center employees in order to make-sure their long-term retention.
• Provide accurate, valid and complete information by keeping productive records on call center operations for management decision making.

Candidate Profile:

• Should have a Diploma in Marketing/ IT/ Business Management from a recognized University or Institute.
• Minimum 02 years of working experience in the similar capacity.
• Should possess an excellent command of English and Sinhala languages, both oral and written. Tamil language skills will be an added advantage.
• Should be familiar with MS Office package (MS Word, Excel, Power Point and Outlook).
• Age should be below 35 years.
• Should be a person with high interpersonal and analytical skills, a committed who can work with minimum supervision and be able to work on flexible working hours.
• Good leadership qualities and believe in the can-do attitude.
• Be able to work a 24x07 shift on a roster basis (Ability to work on night shifts & weekends). 
• Accommodation will not be provided, you will require to find own accommodation. Candidates who are living in Nawala and Colombo suburbs are encouraged to apply.

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