International Voice Process

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) BDC+ /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 +0% 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