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Rolling Plans Private Limited (RPPL) is an ISO 9001:2015 certified largest business process management (BPM) firm in Nepal specialized mainly on business process outsourcing and HR consulting firm having intensity of its services in business process management (BPM) service and institutional development since 2004.Rolling Plans is highly preferred by many organizations for various services to provide in the field of Staffing service and BPM Services. We are providing various outsourcing service to national and international clients including banks and financial institutions, international development agencies, non-government organizations, government and semi-government projects, universities and educational institutions, private and public limited companies. We have a sound track record of successful execution of our services.Apart from regular HR services, RPPL provides various employer branding service and also involved in Human resource development program through the various training programs to fresher as well as professionals. Rolling Plans Private Limited is also operating a successful contact center to provide customer service to its client.
Apart from regular HR services, RPPL provides various employer branding service and also involved in Human resource development program through the various training programs to fresher as well as professionals. Rolling Plans Private Limited is also operating a successful contact center to provide customer service to its client

      Position: Call Center Quality and Training Analyst- 1

      Job purpose
      The purpose of this position is to provide quality and training assistance for the successful implementation of quality service with more knowledge and skills on leading a service & product knowledge, communication and skill development and team work to perform a professional duties and state 
      management functions.

      Duties and Responsibilities
      • Develop a need assessment process and create an instructional design process with appropriate delivery methods and post-training evaluation
      • Recommend solutions for performance issues and potential areas of training
      • Conduct training need assessments and oversee the training function
      • Manage, lead, motivate and develop training team members
      • Resolve and respond to training issues and questions from management team and employees on the application and interpretation of processes, company policies and current legislation
      • Continuously seek and support new approaches, practices and processes to improve the efficiency of training services offered
      • Producing training material for in-house programs
      • Monitoring and reviewing the progress of trainees through questionnaires and discussions with immediate supervisors

      • Develop and maintain up to date training and development plans for contact center
      • Creating time line and work plan for each training event
      • Document performance report and worksheet of the all personnel
      • Ensure compliance of corporate standards and procedures in training sessions
      • Conduct a series of training sessions as assigned by the management team
      • Research, write, organize and present a variety of training sessions
      • Constantly study, revise and re-write any material related to the area of responsibility outlined
      • Design and apply assessment tools to measure training effectiveness
      • Evaluate and make recommendations on training material and methodology
      • Listen to calls in three ways: Recorded, live and side by side while communicating feedback to encourage good ones and discourage the bad ones
      • Work in a continuous process of evaluating calls and providing feedbacks enhancing the quality of the calls

      • Identify calls failing to meet predefined standards and get the root cause of why
      • Make informed decisions to make the process better, faster and quicker, implement or refine agent training and coaching initiatives to bridge skills gaps, correct broken internal process, improve workforce, scheduling or perhaps alert other areas of organization that are having an impact
      • Measure compliance against established expectations of agent behavior
      • To assess agent performance/ behavior in call center and to coach and counsel agents to modify their performance/ behavior to facilitate a high level of customer service
      • Check in agent attrition rate
      • Perform raw data collection and analysis
      • Measure and evaluate the effectiveness of corporate processes, procedures and outcomes as they relate to customer service in a complete accurate and timely manner
      • Contribute to continuous improvement activities
      • Escalate issues as appropriate
      • Look after agent performance and their motivation

      Job Specification 
      • Bachelors degree or running from reputed university
      • Should be hardworking, respectful and tactful with all stakeholders, superiors and peers
      • High levels of computer literacy including quantitative/analytical skills and advanced proficiency with MS Excel
      • Ability to do data analysis
      • Able to do multi-tasking, maintain confidentiality and finish the assigned work within the deadline
      • Needs to have pleasant personality and should be able to communicate things properly
      • 2 year of experience in the similar field

    • Recruiter Name:Ranjit Thapa
      Contact Email:ranjit@rollingplans.com.np
      Telephone:+9779801242944

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