CEC Officer - Inbound - Digital Banking - Contact Centre Inbound

Department

Retail Liabilities | Digital Banking

Number of Positions

Multiple

Position Grade

M1

• Assisting in resolving customer queries.
• Contacting potential or existing customers to inform them about a product or service using scripts
• Answering questions about products or the company
• Asking questions to understand customer requirements and close sales
• Providing information to customers.
• Monitoring sales performance.
• Closing sales deals.
• Keeping a record of calls and relevant details.
• Go the extra mile to meet sales quota and facilitate future sales
• Keep records of calls and sales and note useful information
• Make sales or recommendations for products or services that may better suit customer needs
• Adhere to all company policies and procedures

• Graduate with decent English communication.
• Candidate should have a pleasing personality and should be presentable.
• Should be dedicated and display integrity.
• Willingness to learn with an attitude of continuous improvement.
• Willing to work in rotating shifts

• Handling the hiring for pan India on contact center for Front level and mid-level.
• Spoc for multiple Business Vertical which includes Premium Process.
• Handling End to End Recruitment of Contact Centre bulk hiring for Premium process through diverse channels and closing 80-100 numbers ever month. Also taking care of support level of hiring for Mumbai Centre.
• Developing customized sourcing strategies keeping in mind cost of hire, delivery TAT, candidate profile and resources thereby ensuring 100% fill rate as per requirements and compliance standards.
• Reviewing pre-Joining pre joining checks and documentation as per the compliance requirements of the organization and maintaining 100% adherence.
• Maintain MIS to analyze the quality of the hiring done in the zone.
• Managing active base of vendor/Consultancies which includes frequent interaction to understand the challenges been faced at their end, If any & smoother processing of their payments without delay.
• Ensuring smoother on boarding & exit processes been followed without fail & analyse the candidates self-experience through questionnaire filled by him/her at both stages.

• Handling end-to-end mid to senior recruitment through Job Portals, Referrals, Consultants and Internal Company Database.
• Identifying future staffing needs.
• Responsible for effective manpower planning for Non-IT positions like Marketing, Legal, Customer Experience, and Sales & HR Professionals.
• Sourcing via diverse channels like Job portals, LinkedIn and referencing to maintain a healthy sourcing mix.
• Preliminary screening and conducting first stage interview.
• Pre & post offer documentation, Negotiating with candidates
• Formulating the salary structure of new hires.
• Preparing and issuing offer letters, appointment letters & confirmation letters.
• Background verification, Joining formalities, induction for all the new hires.
• Ensuring smooth on-boarding process and making new hires familiar with the organizational goals and objective
• Building effective and trustworthy relationships with employees.
• Interacting and meeting employees to understand challenges and grievances to resolve the same.
• Currently acting as a first level of escalation for all employee-related queries.
• Maintaining healthy internal communications and ensuring proper channels for the escalations.
• Organized many employee communication forums like One on One Interviews, Skip level meeting, project team meeting etc.
• Organized fun activities at the location level.
• Planning & execution of monthly engagement events.
• Taking new initiatives to boost employee morale and engagement level.
• Conducting exit interviews. Sharing all the Full and Final inputs with the payroll team to process.
• Ensuring healthy separation and issuing relieving letters.

• Work with the Talent Acquisition team along with hiring managers/stakeholders to assist in ongoing recruitment efforts.
• Identify future talent needs and proactively recruiting and sourcing; develop talent pool or social engagement.
• Manage the recruitment process and life cycle, including initial assessments, interviews, documentation and offers.
• Searching candidates according to the requirement through various recruitment methods such as Portals, Head hunting and referencing.
• Pre & Post offer documentation, Issuing offer letter & appointment letter.

KAZO Fashion Private Limited, Noida Management Trainee Talent Acquisition & Talent Management - Nov 2016- Sep 2017

• Handled role of HR leader where I have to foster people centric approach which enable to deliver organization goals in a healthy work culture, single point of contact for sales team for any of their business needs or grievance redressal.
• Acting as a bridge between Business Head and Sales Managers via effective communication of the message vice versa .
• Worked in close cohesiveness with the Sales Team, looking after their business needs including manpower.
• Annual Manpower Planning budgeting and adherence to the same
• Responsible for entire life cycle management for pan India Sales and HO employees - Recruitment, On boarding, Compensation, Performance Management, Exit Management.

SKILLS

• HR Policy Execution
• Recruitment/Talent Acquisition Induction/orientation
• Training & Development
• Employee Relations Welfare
• Employee Engagement
• Payroll Management
• Grievance Handling