Recruitment Coordinator
Cupola Teleservices
Total years of experience :12 years, 7 Months
• Interacting with the clients and getting the requirements..
• Understanding the requirements for a particular position
• Sourcing the candidates for that particular skill from various Databases & Job portals.
• Support the recruitment Process in the implementation of recruitment objectives, policies. .
• Providing complete, accurate, and inspiring information to candidates about the company and position.
• Conducting the one to one discussion and understand about the candidate credential and desire.
• Head Hunting for senior level position.
• Liaison with the client & Account
• Scheduling interview with the client through mail as well as through phone for the confirmation
• Responsible for handling full life cycle of Recruitment.
• Receive all the job applications, sort and classify based on each profession and store in database for retrieval as and when required..
• Performs detailed reference checking and/or reference analysis on selected candidates and reviews results with clients.
• Phone interviewing candidates, implementing relevant tests, adding job ads, and maintaining job descriptions. Develop and administer on-board presentations
• Maintaining Manpower Planning & Setting up the hiring process.
• Solving major Human Resource problems such as dispute resolution, work safety, harassment or legal issues
• Conducting training sessions for the new joiners to ensure they are aware of all the company Policy ( Orientation, Progressive Discipline, and ISMS Policy)
• Ensure on boarding for new employees is complete.
• Maintain personnel files in compliance with legal requirements.
1- Participates in design of call monitoring formats and quality standards.
2- Performs call monitoring and provides trend data to site management team.
3- Uses quality monitoring data management system to compile and track performance at team and individual level.
4- Monitors email customer contacts.
5- Participates in customer and client listening programs to identify customer needs and expectations.
6- Provides actionable data to various internal support groups as needed.
7- Coordinates and facilitates call calibration sessions for call center staff.
8- Provides feedback to call center team leaders and managers.
9- Prepares and analyzes internal and external quality reports for management staff review.
10- Conduct Soft Skills, Customer Service Training
• Answer phones and respond to customer requests.
• Provide customers with product and service information.
• Identify, research, and resolve customer issues using the RTA IT systems.
• Follow-up on customer inquires not immediately resolved.
• Complete call logs and reports including enquires complaints, suggestions, and notification reports using CRM.
• Recognize, document and alert the supervisor of trends in customer calls.
• Very good knowledge of CRM.
• Weekly reports directed to customer support supervisor regarding( SCR, s Training, Water taxi reports, Journey planner report, media report, and update all the information from RTA Departments to the Agents).
• Conducting training for the CSR, s Related to the new updated process and procedures received from RTA Departments.
• Answering internal calls related to the complex inquires they receive from the customers using the company Knowledge Base system.
• Identify and handle customer requests completely and accurately
• Resolve customer issues and problems to the satisfaction of the customer
• Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
• Schedule, assign or act on any required customer follow-up in accordance with call center guidelines
• Maintain confidentiality of the organization’s customers and data
• Ensure all outbound calls are executed in a timely manner.