7 Call Center Incharge An advanced university degree Call Center Incharge shall be

(Contract Based) (Masters Degree) in CS/IT/Software reporting to General Manager------ He

Maximum Age: 35 shall exercise his duties to run
Years
Engineering with minimum of 6 seamless uninterrupted 24/7
years of college education from an operation of call Center. In general
institute approved by Higher responsibilities he shall be responsible
Education Commission. of :-
Certifications:-
Preference shall be given to the applicants The Call Center Incharge shall be
with certifications in required to have following:
MCSE/CCNA/MCDBA/MCSD/
CCNP/CCSP/CISSP/OCP
a. Ability to provide leadership
Experience:- 3-5 Years in relevant field and support as team lead to
a. Demonstrated experience of supervisors and agents of the
managing Call Center operations, Call Center.
desktop applications and leading
b. Supervise and monitor the
call center agents.
b. Having experienced of PABX technical Operations of the
(Maridian-1) Option 11C.IVR Call center.
Voice, Gateway, and Configuring c. Undertake different reports
IPML server etc. and upgrades of the reporting
c. Strong knowledge of initiating ,
system as required.
installations and executions and
managing operations of PRIs, BRIs d. Staffing and scheduling of the
and UN Numbers etc. operational team.
d. Should have Database knowledge e. Provide agents the support,
of integration Database with IVRs guidance, and necessary
and further its implementation
training required for the
e. Strong Communication skills with
dynamic personality, can work successful handling of
under stress and certain. customers queries
f. Should be a team player with good f. Liaise with all departments to
interpersonal and presentation have a good understanding of
skills both in verbal and written
products, procedure and
form.
g. Capable of handling Call Centers processes
independently. g. Handle escalated calls,
queries and complaints as per
necessity
h. To motivate the agents to be
courteous and responsive

i. To Ensure implementation
and maintenance of highest
level of quality standards in
the call center operations
j. Ensure compliance with all
policies, procedures and
practices of department