www.auditelinc.com Auditel Inc Noida : Team Leader Telecom Audit Services (USA Voice Process)

[Admin]

Auditel Inc.
http://www.auditelinc.com

Keywords: BPO, KPO, ITES, Collections, Telemarketing, Sales, Outbound Calling, Voice Process, Accounts Executive, Customer Care, Call Centre, Agents, Callers, CCE, CSA, CSE, CSR, Associate, Telesales, Voice Support

Company Profile
Auditel specializes in providing comprehensive telecom expense management services. Over the last eighteen years we have saved over $100 Million for our clients. Auditel--s telecom expense management goes far beyond software based telecom audits. Our methodologies surpass the pure rule based OCR software. Our process is a combination of software productivity tools and high level manual analytics. This helps us to view the bill from the inside out and analyze every line item for possible savings refunds and recoveries. Our methodology has proven successful over the years to achieve 15-20% higher savings when compared with others in the market.

Auditel process has been accepted by various U.S. Corporations and Federal and State Government Agencies and found to be far superior to their general purpose software tools. Our process also provides extensive reporting.

Team Leader / Sr Executive -Telecom Audit Services (USA Voice Process)
Experience:
1 - 3 Years
Location:
Noida
Compensation:
Rupees 2,00,000 - 3,00,000
Attractive compensation package & incentives for deserving candidates.
Education:
UG - Any Graduate - Any Specialization

PG - Any PG Course - Any Specialization
Industry Type:
BPO/ITES /CRM/Transcription
Functional Area:
ITES/BPO/KPO, Customer Service, Ops.
Posted Date:
02 Sep


Job Description
This role is primarily for calling Telecom Companies in USA related to Telecom Audit process.
He should be able to meet the SLAs outlined by the client and as per AEM guidelines.
Ensure that the process transactions are processed as per Standard Operating Procedures (SOPs).
Ensure that the assigned targets are in accordance with SLA are met.
Ensure that the quality of the transactions is in compliance with predefined parameters.
Provide the relevant process reports on a daily basis.

Desired Candidate Profile
-- 1-3 years experience in US voice process in BPO/KPO/Back Office.
-- Experience in US collections/sales/other outbound calling
-- Candidates must have good numerical abilities.
-- 1-3 years MS Excel is required
-- MS office required
-- Candidates must have excellent English skills
-- Candidate must have their own transportation
-- Candidates must reside within 15 kms of sector 63 Noida or relocate

Address:
A-125, Sector-63
Noida,Uttar Pradesh,INDIA 201301

Email Address:
careers@auditelinc.com

Telephone:
91-120-4227402

Reference ID:
Team Leader / Senior Executive

[Guest]

Dhruvtosh Shastri
E-mail : dhruvtosh AT yahoo.com
OBJECTIVE :
To work with a future-oriented company where acquired skills will be honed towards perfection, directing all my efforts towards achieving team as well as personal goals, and achieve success in whatever I do in life through dedication and hard work.
KEY SKILL SETS :
- More than 5 years of customer service experience, specifically in collections
- Excellent written and verbal communication skills, and team management skills, with an eye for detail
- Working knowledge of collection tools and systems, different stages of collection and US compliance laws and regulations
- Well versed with tracking and reporting tools or systems
- Knowledge of MS Office—Word, Excel, PowerPoint, Outlook Express
- Strong mentoring, motivating and coaching skills
- Strong organizational, planning and analytical skills
- Extremely productive in a high-volume, high-stress environment
- Self-starter with a can do attitude
EXPERIENCE :
Encore Capital Group (2006–To date)
Collections–Group Manager (2010–To date)
Key Roles and Responsibilities
- Lead a team of 12–15 collectors and motivate them to achieve the individual as well as team’s target
- Consistently achieving all targets with strict adherence to quality parameters
- Conduct floor walks regularly for at least five and a half hours per day to supervise, coordinate and monitor the activities of collectors to ensure prompt and accurate response to debtors
- Handle any escalations that a collector is unable to handle, and solve process-related queries and grievances
- Monitor the calls taken by collectors and provide them constant feedback to enhance their performance
- Interact with the quality team to seek feedback on the team’s performance and team quality scores
- Conduct monthly one-on-one with the team members and share feedback with them
- Prioritize and assign work to collectors, and initiate corrective measures to resolve day-to-day work-related problems including scheduling or adjusting overtime requirements, break management as necessary
- Devise strategies to minimize attrition and absenteeism
- Interact with other departments such as HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements
- Hold team briefing and de-briefings before and after each shift
- Successfully handle all inventory issues
- Review and issue audits on account information and processes
- Prepare weekly collections reports for the team and the management
- Provided various training including on Principles of Leading Performance
- Ensure an efficient and qualitative operation through effective planning, leading, controlling and organising
o Other Generic Duties : Stay updated on the process changes and process manuals, and ensure safe handling of systems and equipment provided
Senior Customer Service Representative (Resident Expert-Inbound) (2008–2010)
- Provided support to the collections team, ensuring all collections and customer service objectives were met
- Responsible for answering customer queries, problem solving and providing detailed information on their accounts
- Worked as a brand ambassador to interact with the new hires to motivate them
- Provided floor support to the teams in absence of the group managers
- Assisted in the training of new customer service representatives and associates through the Mentor-Mentee program
- Answered inbound calls in support of customer needs
- Answered an average of 200 customer calls in a day through the call centre queue
- Ensured customers were given assistance in bringing their over limit and/or pass due account in the Promise to Pay department
Customer Service Representative (Process Expert-Outbound) (2006-2008)
- Ensured all collections and customer service objectives were met
- Responsible for answering customer queries, problem solving and providing detailed information on their accounts in the outbound process
- Attended an average of 300 outbound calls in a day through the call centre queue
- Exceeded collections target month on month with customer satisfaction
EDUCATION :
Pursuing Master of Business Administration, Maharshi Dayanand University, Rohtak—2010–Ongoing
Bachelor of Business Administration, Guru Jambheshwar University, Hissar—2006–2009
Engineering Diploma in Electronics and Communications, Board of Technical Education Rajasthan, Jodhpur—2002–2005