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MRT Infotech
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International Telecom Process

International Telecom Process

MRT Infotech

2 - 4 years

4 - 5 Lacs

kolkata

Posted:1 month ago| Platform:

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Skills Required

opeartions telecom international voice process uk process international call center telecommunication operational support international telecom process technical support international voice international process operations international calling international bpo

Work Mode

Work from Office

Job Type

Full Time

Job Description

An amazing opportunity to grow with a Global organization in the International Voice Process Key Responsibilities

ROLE

DESIGNATION

LOCATION

YEARS OF EXPERIENCE

Role and Key Responsibilities

Act as the go-to expert on Telecom products, services, and processes
Handle complex or escalated calls that front-line agents are unable to resolve.
Provide floor support to agents in real time (side-by-side, whisper coaching, etc.).
Help identify call drivers and recommend resolution strategies
Conduct refresher training sessions, knowledge tests, and process updates.
Mentor new hires and existing team members on scripts, soft skills, and process knowledge.
Help create or improve training content based on common errors or knowledge gaps.
Monitor calls or interactions for accuracy, compliance, and customer satisfaction.
Participate in client calls, calibration sessions, and business reviews.
Ensure timely communication of updates, changes, or escalations to all stakeholders.

Key skills & knowledge

Technical/Semi Technical troubleshooting Knowledge/Background is Essential
Telecom/DTH/Broadband Background preferred
Domain Expertise & Knowledge Sharing - in both Inbound/Chat
Strong oral and written communication skills
Willingness to work in a 24x7 shift environment with rotational WO
Good MS Office skills

With Correct Quality & Compliance posture

Qualification: Graduate from any recognized university

Experience: Min 3 Year Experience in any Customer Service Role

Transport :- One way CAB

CTC: Up to 5.5 (Will be looked at case to case basis)

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