alchemyhiring
About Me
URGENT HIRING!!!
A pioneering call center opening at the heart of davao city is in need o the following:
1. SUPERVISOR
2. MIS STAFF
3. QUALITY ANALYSTS
4. CALL CENTER PROFESSIONALS
For Supervisor
Summary/Objective
Supervises and coordinates activities of workers providing telephone customer support services.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Makes necessary changes in staffing based on day of week, sales promotions, other anticipated events
2. Monitors productivity of call center professionals and generates reports.
3. Reviews CRM data to monitor the customer experience and subordinate statistics.
4. Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
5. Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies.
6. Answers questions and recommends corrective services to address customer complaints.
7. Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
8. Keys information in to computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.
9. Determines work procedures, prepares work schedules and expedites workflow.
10. Studies and standardizes procedures to improve efficiency of subordinates.
11. Maintains harmony among workers and resolves grievances.
12. Prepares composite reports from individual reports by subordinates
Competencies
1. Problem Solving.
2. Customer/Client Focus.
3. Communication Proficiency.
4. Time Management.
Requirement: college degree of any related course and minimum 2 years experience
For Quality Analyst
Duties and Responsibilities
Measures employee performance via recorded monitoring and case audits.
Measures process performance (gaps) via recorded monitoring and case audits.
Analyzes trend report data from audits.
Works with management on employee coaching, training and development to enhance or correct the behaviors that lead to excellent customer service.
Assists with development of the call center training and QA process
Works on a variety of assigned special projects
Preferred Experience and Qualification Requirements:
Experience in a Quality Assurance environment in a call center or the service industry
Sales experience preferred
Strong telephone communication skills
Stable work record and job history
Required Qualifications:
Excellent customer service skills
Excellent communication skills both written and verbal
Ability to read and write clear and understandable instructions
Good problem solving & decision making skills
Ability to handle multiple tasks at a time
Technical expertise with spreadsheet and word processing software.
Candidates must be service oriented, self-confident, and dependable
Experience in Procedure Development and Process Improvement
Requirement: college degree of any related course and minimum 2 years experience
For MIS:
JOB DESCRIPTION 1.Lead Management 2.Primary responsibility is to provide key analytical services to business operations areas in relation to performance and reporting of the call centre on daily, weekly and monthly basis.
KEY RESPONSIBILITIES
· Extracting and sorting data from CMS / CRM.· Analyse call centre performance metrics (RPC, AHT, abandon rate, adherence, etc).· Providing commentary and recommendations of previous day
requirements.· Proficiency in Intermediate Excel and MS Access
Requirement: college degree of any related course and minimum 2 years experience
For CALL CENTER PROFESSIONALS: (AGENTS)
Customer service & Sales-oriented
Should be able to communicate in English (written and verbal)
With Negotiating Skills
At least 18 years old and above
Candidates should have completed at least two years in college/ vocational program
Willing to work on shifting schedules, weekends and holidays
Please secure important documents (such as NBI, SSS details) to speed up your hiring process should you qualify.
Please submit your resume at alchemyoutsourcing@gmail.com or at alchemyhiring@gmail.com.