Instructional Designer @ A S Solutions

Job Description

Contact Centre Operations, Customer support, Inbound and Outbound calls to US based candidates to screen them for client's hiring requirements. Recording outcome of the call-in tool, this is not core recruitment process this involves voice support both inbound and outbound.

• Contract Duration 6 months
• Interview rounds CD >> Ops >> Versant Score(58+)
• Location - Return to office (work from office mandatory) BDC9 /BDC13 & MDC 7, therefore Bangalore & Mumbai based candidates ONLY.
• Level 13, 12 & 11
• Shift time - Mandatory working in Night Shift (US Shift)
• Working days - Rotational work week (Should be flexible to work for 6 day a week as per business requirement)
• Fully vaccinated
• Education - Graduates & Undergraduates
• Flexible to switch activities and roles internally within process and within the deal/project.

Responsibilities:

         Make outbound calls to the candidate and motivate them to complete job application.

         Schedule/reschedule first day of work for the employees and sharing necessary information.

         Review application form and make sure all the details are filled appropriately.

         Handle inbound calls and resolve candidates queries.

         Respond to candidates queries over email/text.

         Resolve queries on a ticketing platform. Knowledge of Service now will be added advantage

         Provide excellent experience to the candidates.

         Maintaining a quality score of 90% and above throughout.

         Escalate issues and seek advice when faced with complex issues/problems

         Ensure process controls are in place; Maintain, validate and update process documentations as applicable to ensure compliance with documentation requirements.

         Must be able to propose process improvement ideas which can reduce time, improved accuracy or enhance controls

         Participate in Team building activities

         Ensure and maintain the security and confidentiality of client data

         Ensure Customer Satisfaction

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Keyskills:   international voice process customer support contact centre operations inbound outbound calls