Senior Openings

Detailed Job Description / Requirements:

1. CEO (Chief Executive Officer) (Code: CEO)

Experience
Should have managed a call center of minimum 100 stations as:
• CEO/ or Deputy CEO/ for minimum 2 years
• Operations Manager /or Production Manager for minimum 4 years.

Should have experience of identifying, analyzing and getting outbound, inbound and other BPO biz and having maintained good contacts with potential clients.

Demonstrated Knowledge Required
• Call Center Business Model
• The processes involved in running a call center (both incoming & outgoing)
• The call center IT systems (ACDs, dialers, etc.) &Telecom industry.
• Customer Relations Management (process as well as technology)
• Quality assurance and control systems
• HRM specific to call centers
• Manpower Scheduling
• Call handling Skills, Techniques and Strategies (both inbound and outbound)

Skill Required
• Excellent leadership & managerial skill
• Strong organizational and Decision-making skills.
• Strong strategic planning and execution skills
• Motivation and other productivity enhancement skills
• Excellent spoken and written English
• Excellent Public Relations & Marketing skills
• Financial Management Skills
• Administration and Logistics Management Skills
• Analytical Skill
• Soft skills relating to managing people
• Project Management Skill (for ramp-up and expansions)
• Demonstrated ability to achieve service levels, goals, and budget expectations
• A strong appreciation for the sales function with a focus on meeting customer needs through outstanding service

Attitudinal Trait
• Must have commanding personality
• Must be a people’s person
• Must be action oriented
• Must be a self starter and team player.
• Ability to work well under pressure and meet deadlines, goals, objectives

Other Requirements
• Bachelors degree or equivalent
• Ability to travel and work flexible hours
• Must be willing & able to shift to new location (of BPO) for at lest 4 years

Salary & Benefits
Attractive Salary and Benefits including options for bonus equity in the company based on performance.

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2. Client Service Manager (Code: CSM) / Account Manager (Code: AM)

To be responsible for day-to-day business in call centre account / client group and implement the needs and wishes of client(s) to call centre team. Service delivered can range from high technical support to customer care.

KEY RESPONSIBILITIES
• Developing, managing and directing the work of call centre team by reviewing outstanding customer issues, and through managing Key Performance Indicators for client upgrades as necessary. Requires constant shifting of priorities to meet client demand.
• Developing and executing strategy for Client Support operations.
• Facilitating the timely response and resolution to client through developing prioritization strategies and best practices.
• Acting as first level escalation of client support issues. Manages Critical and High issues to resolution.
• Developing plans in conjunction with key stakeholders, to support new clients, as well as confirming patches and maintenance releases with a high degree of quality.
• Continually enhance the call centre team skills around client satisfaction.
• Represent the business on matters of current service delivery and developments.
• Assist in identifying new opportunities.
• Develop a network of senior contacts within your client portfolio.
• Manage user groups and finally work alongside the delivery teams during implementation and go-live settings.
• Responsible for company revenue generation (Profit & loss) by client servicing.
• All activities related to client management to ensure high level of Client Satisfaction.
• Coach and motivate.

QUALIFICATION
• University Degee in business administration from an "A" business school is a necessity.
• An excellent understanding of the call centre industry and experience of customer account management within a BPO setting.
• Have a minimum of three years sales and marketing experience in a BPO environment.
• Strong working knowledge of MS Office, Internet Explorer

CRITICAL PERFORMANCE ATTRIBUTES
• Ability to diagnose and resolve issues.
• Ability to lead a team and manage multiple resources in a high-interrupt environment.
• Excellent written, speaking, and client facing skills.
• Analytical and decision making skills
• Must have the ability to present Client Support process to clients.
• A consultative approach to business.
• Ability to multitask
• Excellent people management skills.
• Encourage creativity, initiative and a positive attitude
• Strong leadership and judgmental skills


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3. Human Resource Manager (Code: HRM)

The job purpose is to deliver added value to the clients by providing exceptional service and leading /mentoring human resource management initiatives.

KEY RESPONSIBILITIES
• H/R Manager responsibilities include recruitment and selection, organization and classification, compensation and benefits, payroll, and performance management.
• Employee relations as well as HR policy development.
• Work closely with management on disciplinary issues to ensure effective coaching and counseling of employees.
• Develop and implement innovative strategies to maintain positive employee relations.
• Responsible for all employee relations, health and safety, employee retention strategies and benefits administration.
• HR Manager would also have the Training Department reporting into HR.
• HR Manager should run a minimum of one awareness workshop every quarter based on the employee needs.
• Continual improvement of employee welfare
• HR manager should maintain the primary focus in ensuring that Link Tree remains the employer of choice in the Katmandu Market.
• Strong communication skills to communicate and ensure good inter departmental relations.

QUALIFICATION
• Post- Graduate education in a related field combined with substantial HR experience in the call centre industry
• In-depth knowledge of Nepal Employment Standards and Labor legislation preferred.

CRITICAL PERFORMANCE ATTRIBUTES
• Approachable leadership style with excellent communication, time management and interpersonal skills
• Effective decision-making, problem solving, and negotiating abilities, as well as a strong business acumen and customer focus
• Ability to effectively manage multiple priorities in a fast paced, ever-changing environment

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4. Training Manager (Code: TM)

Training Manager will be responsible for all training related activities: for the design, transmission, and assessment of all call center training for both new and current associates. The job also includes management of trainers.

KEY RESPONSIBILITIES
• Facilitation of assigned training programs
• Develop/maintain subject matter expertise relating to training programs
• Develop and update Training Module and Curriculum.
• Develop documentation for training purposes, as needed
• Consult and collaborate with other company sites to develop new training initiatives
• Conduct needs assessments
• Mentor in the development of other training and Customer Care personnel
• Instructional Design
• Conduct Trainee Assessment to help Link Tree recruit competent CSEs
• Manage team of trainers

QUALIFICATION
• University degree is a necessity, as well as certification from a training association
• 4-6 years prior training experience
• 2-3 years prior call center experience
• Knowledge of adult learning principles
• Organizational skills a must
• Prior Customer Service Training desirable
• Microsoft Office Products knowledge required including MSWord, Excel, and PowerPoint
• Knowledge of web-based and computer based instruction
• Must be proficient in training data analysis
• Previous experience with Six Sigma or other process improvement desirable

CRITICAL PERFORMANCE ATTRIBUTES
• Team player with high energy
• Excellent oral, presentation, and written communications skills
• Ability to multitask
• Encourage creativity, initiative and a positive attitude
• Strong leadership and judgmental skills
• Flexibility to work in shifts
• Excellent people management skills.

mailto:recruitment@octopazee.co.in