D2MPRO LTD.

Job Openings for Thane Center

Minimum 3 Years Experience as a Centre manger / above in USA / UK Based call centre

Operations Management – Oversee daily call center activities, ensure efficiency, and maintain KPIs like AHT, FCR, and CSAT.
Team Leadership – Recruit, train, and coach agents to improve performance and service quality.
Customer Satisfaction – Ensure prompt issue resolution and enhance customer experience.
Workforce Management – Schedule staff effectively to handle call volumes efficiently.
Quality & Performance Monitoring – Audit calls, provide feedback, and implement improvements.
Technology & Reporting – Use CRM and call center tools to track performance and generate reports.
Conflict Resolution – Handle escalations, employee disputes, and maintain a positive work environment.

Minimum 2/3 Years Experience as a Team Lead / above in USA / UK Based call centre

Supervise Agents – Monitor and guide team performance to meet call center KPIs.
Training & Coaching – Provide ongoing training, feedback, and motivation to improve efficiency.
Quality Assurance – Audit calls, ensure adherence to scripts, and maintain service standards.
Customer Issue Resolution – Handle escalations and ensure prompt, satisfactory resolutions.
Workforce Management – Assist in scheduling and optimizing shift coverage.
Performance Monitoring – Track individual agent performance and implement improvement plans.
Reporting – Maintain reports on team performance, attendance, and call handling metrics.
Team Engagement – Foster a positive work environment and boost morale.

Minimum 2 to 3 Years Experience as a QA / above in USA / UK Based call centre

Monitor Calls – Listen to live and recorded calls to assess agent performance.
Ensure Compliance – Verify adherence to company policies, scripts, and industry regulations.
Evaluate Call Quality – Assess clarity, professionalism, and problem resolution skills.
Provide Feedback & Coaching – Identify areas for improvement and guide agents.
Analyze Performance Metrics – Track KPIs like CSAT, AHT, and FCR to maintain quality standards.
Identify Training Needs – Recommend coaching sessions based on performance gaps.
Report Findings – Generate quality reports and share insights with management.
Implement Improvements – Suggest process enhancements for better customer experience.

Minimum 2 to 3 Years Experience / above in USA / UK Based call centre

Answer Incoming Calls – Handle customer inquiries professionally and efficiently.
Provide Information & Support – Assist customers with product/service details, troubleshooting, and issue resolution.
Follow Call Scripts & Policies – Adhere to company guidelines and compliance regulations.
Resolve Customer Issues – Address concerns promptly or escalate when necessary.
Maintain Call Quality – Ensure clear communication, active listening, and a positive customer experience.
Update Customer Records – Accurately log call details in CRM software.
Meet Performance Targets – Achieve KPIs such as AHT, FCR, and CSAT.
Collaborate with Team – Share feedback and assist colleagues when needed.