Hr Operations Specialist

Job Description

• Contact Centre Operations, Customer support, Inbound and Outbound calls and webchat (emails/text) to US based candidates to screen them for clients hiring requirement. Recording outcome of the call on tool.
• Excellent Comm skills Versant 58 & above
• Additional Written Assessment to be cleared for chat support
• Be ready to work in US hours (Shifts varying from 5 PM IST to 7 AM IST)
• Exposure to US contact center preferable.
• Work from Office is mandatory .
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 requirement
• Participate in Team building activities
• Ensure and maintain the security and confidentiality of client data
• Ensure Customer Satisfaction
Requirements:
• Proven work experience in an international contact center environment (preferably USA) in making/receiving calls.
• Experience working and delivering under strict timeline.
• Should have neutral accent
• Excellent communication skills (verbal and written).
• An ability to handle sensitive and confidential information.
• Agile and flexible with work schedule.
• Experience working and navigation on multiple systems/tools.
• Logical and analytical thought process.
• Willing to work in any US shift (EST/CST/MST/PST).
• Willing to work in rotational shifts and rotations week off as and when required

Keyskills :
internationalvoice processcustomer supportrecruitmentvoice