Candidate Profile:

• Graduate or Global Equivalent degree
• 2 to 4 years of experience in MIS Reporting and Data Analysis
• Proficient in MS Excel and PowerPoint presentations and WFM tools with the abilities to deliver informative, well-organised presentations
• Should exhibit confidence and an extensive knowledge of emerging industry practices when solving business problems
• Modeling skills, to represent required information in graphical forms that augment textual representations in natural language, including using modeling languages already established in the organisation
• An understanding of contemporary requirements elicitation, analysis, specification, verification, and management practices and the ability to apply them in practice
• Ability to apply creative thinking beyond the boundaries of existing industry practices and vendor mind-sets
• Working knowledge of Telecom and WFM from Call Centre perspective
• Ability to analyse Call Centre metrics
• Should be at an Executive/Senior Executive Level for minimum one year
• Should have working knowledge of analysis dashboards creation
• Should have excellent one-on-one and group presentation and facilitation skills

Job Description:

• Proactively communicating and collaborating with internal stakeholders to analyse information and functional needs
• Understanding the business issues and data challenges of vendor organisations
• Identifying vendor’s organisational strengths and weaknesses and suggesting areas of improvement
• Suggesting areas of improvement in internal processes along with possible solutions
• Participating in requirements prioritisation
• Participating in peer reviews and inspecting the requirements documents
• Participating in peer reviews of work products derived from requirement specifications to ensure that the requirements were interpreted correctly
• Ensuring critical reporting analysis for cross-functional and continuous improvement efforts
• Representing requirements using alternative views, such as analysis models (diagrams), prototypes, or scenarios, where appropriate
• Ensuring that requirement statements are complete, consistent, concise, comprehensible, traceable, feasible, unambiguous, and verifiable
• Defining requirement attributes and facilitating their use

Candidate Profile:

• Graduate or Global Equivalent degree
• 2+ years of hands-on experience in real time monitoring of 24/7 voice processes
• Sound knowledge of monitoring and reporting tools such as Avaya CMS, Aspect, Verint WFO and BI Tools
• Proficient in using MS Office, specifically Excel with expertise in building and co-relation of Excel spread sheets
• Extensive understanding of Contact Centre workforce management tools and theories
• Sound knowledge of Contact Centre operations

Job Description:

• Real-time monitoring of SLAs at Contact Centre partner locations
• Analysis of trends of forecasting and scheduling
• Management and communication of system issues/outages to stakeholders
• Co-ordination with the Scheduling/Rostering team for effective staffing
• Weekly vendor reviews to analyse issues/challenges/feedback
• Collating and analysing call types for effective Queue Management & Staff Allocation
• Maintenance of downtime/outage tracker and subsequently publishing Root Cause Analysis reports
• Publishing daily/weekly/monthly Vendor Service Level Metric Analytical reports

Candidate Profile:

• Higher Secondary School or Global Equivalent (12 years of Formal Education)
• Experience of 0 to 12 months
• Good communication skills in English language (Verbal and Written)
• Preferred experience in Travel and Tourism industry
• Behavioural Competencies: Customer orientation, ability to work in a team, ability to work under pressure, problem solving skills, ability to multi-task, adaptability and presence of mind to handle customer queries and complaints
• Technical Competencies: Basic computer skills – MS Office, good typing skill

Job Description:

• Document scrutiny and collection for visa processing
• Handling customer/applicant queries personally or via e-mail, telephone
• Maintaining and recording all application data
• Handling of cash and bank related transactions, if assigned
• Ensuring all administration and logistics of passport delivery to consulate / applicant / logistic company etc.

Candidate Profile:

• Higher Secondary School or Global Equivalent (12 years of Formal Education)
• Good communication skills in English language (Verbal and Written)
• Experience of 0 to 12 months
• Preferred experience in Travel and Tourism industry
• Behavioural Competencies: Customer orientation, ability to work in a team, ability to work under pressure, problem solving skills, ability to multi-task, adaptability and presence of mind to handle customer queries and complaints
• Technical Competencies: Basic computer skills – MS Office, good typing skill

Job Description:

• Document scrutiny and collection for visa processing
• Handling customer/applicant queries personally or via e-mail, telephone
• Maintaining and recording all application data
• Handling of cash and bank related transactions, if assigned
• Ensuring all administration and logistics of passport delivery to consulate / applicant / logistic company etc.

Candidate Profile:

• Higher Secondary School or Global Equivalent (12 years of Formal Education)
• Excellent communication skills in English language (Verbal and Written)
• Experience of 0 to 12 months
• Preferred experience in Travel and Tourism industry
• Behavioural Competencies: Customer orientation, ability to work in a team, ability to work under pressure, problem solving skills, ability to multi-task, adaptability and presence of mind to handle customer queries and complaints
• Technical Competencies: Basic computer skills – MS Office, good typing skill

Job Description:

• Handling customer/applicant queries via telephone
• Maintaining and recording all application data
• Good understanding of Call Centre

Candidate Profile:

• Graduate in any stream or Global Equivalent from recognised university / institute
• Experience of 0 to 12 months
• Good communication skills in English Language (Verbal and Written)
• Preferred experience in Travel and Tourism industry
• Behavioural Competencies: Sales driven, good sales and convincing skills, confidence, good comprehension skills, customer orientation, ability to work independently, ability to work under pressure, ability to multi-task, adaptability and presence of mind to handle customer queries and complaints
• Technical Competencies: Basic computer skills – MS Office, good typing skills

Job Description:

• Handling sales inquiries from passengers who have applied for UK Visa
• Selling travel based products to passengers who have applied for UK visa
• Converting maximum leads by pitching products and closing sales through convincing skills
• Making customised itinerary
• Maintaining follow-up tracker until closure
• Stock management