Graduate & Experienced Jobs at Interra Networks Ltd (Interra)

Major Duties and Responsibilities

• Direct supervision of all call centre staff
• Monitoring call centre representatives and identify high and low performers by tracking their calls, customer satisfaction levels and general performance at work
• Handling of first level escalation.
• Monitoring random calls to improve quality, minimize errors and track operative performance
• Reviewing the performance of staff, identifying training needs and planning training sessions
• Recording statistics, user rates and the performance levels of the centre and preparing reports
• Handling the most complex customer complaints or enquiries
• Organizing staffing, including shift patterns and the number of staff required to meet demand
• Forecasting and analyzing data against budget figures on a weekly and/or monthly basis; improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products
• Manage team by walking around. Be visible to answer questions.
• Take calls that CCRs can't handle and be available when an agent appears to need assistance.
• Monitor queue and track inbound calls. Keep CCRs aware of inbound calls, calls waiting, abandonment rate, etc.
• Motivate and encourage CCRs through positive communication and feedback
• Carry out any other duties as required

Person Specification

• Highly self-motivated
• High leadership and mentoring skills
• Strong Communication (written and verbal) skills.
• Excellent computer and typing skills
• Should possess the skill to work both in team and also perform independently.
• Persuasive and patient
• Analytical
• Disciplined

Qualification Required

• Minimum of Bachelors degree in any field
• 2-5 years experience in related field

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Major Duties and Responsibilities

• Support and provide superior service via phones, e-mails and faxes as a receiver and caller
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
• Understand the impact of attitude in handling calls professionally
• Effectively deal with job stress, angry callers, and upset customers
• Use the most appropriate way to communicate with different behavior types on the telephone.
• Apply the elements of building positive rapport with different types of customers over the phone.
• Apply the proper telephone etiquette to satisfy various customer situations.
• Apply appropriate actions to effectively control a telephone call.
• Meets commitments to customers
• Obtains client information by interviewing clients and verifying information.
• Updates job knowledge by studying new product descriptions and participating in educational opportunities.
• Answer inquiries by clarifying desired information; researching, locating, and providing information.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfill requests by clarifying desired information; completing transactions; forwarding requests.
• Maintain CRM by entering information.
• Keep equipment operational by following established procedures; reporting malfunctions.
• Update job knowledge by participating in educational opportunities.
• Display Time flexibility towards shifts as per work floor requirements
• Other duties as assigned.

Person Specification

• Strong Verbal Communication skills
• Strong Customer service Phone Skills
• Listening
• Data Entry Skills
• People Skills
• Attention to Detail
• Professional
• Ability to multitask

Qualification Required

• Minimum of Bachelors degree in any field
• No experience required

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Major Duties & Responsibility

• Installation, integration, maintenance and management of networked systems for the transmission of data.
• Identify and resolve server hardware issues.
• Server support would be windows enterprise and other servers in the data centre.
• Carry out regular checks on the status of servers (software and hardware)
• Manage the data backup of servers
• Efficiently analyzing and correcting hard ware and network issues.
• Install new equipment and soft ware upgrades.
• Responsible for the overall soft ware needs of the company (network and computer applications)
• Start up all applications e.g.: Sugar, CRM, Sales force ETC.
• Install soft ware, tests systems, implement and maintain system integrity.
• Recommend and install fire walls and antivirus Software.
• Handle escalation support from support team as assigned by support chief.

Person Specification

• Must be able to work flexible hours on-site and remote.
• Ability to communicate with individuals at all levels in the Company and with various business contacts outside of the company in an articulate, professional manner
• Strong interpersonal skills
• Good analytical skills
• Excellent critical thinking and problem solving skills
• Ability to multitask

Qualification Required

• Minimum of Bachelors degree in related field
• 1-3 years experience in related field

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Major Duties and Responsibilities:

• Maintain the condition of the office and arranging for necessary repairs;
• Provide document and telecommunication management.
• Write reports for senior management
• Deliver presentations about the work of the office to senior management
• Involvement in management discussions on the organization’s policies and
• strategic development
• Develop and implement new administrative systems
• Organize the office layout and maintain supplies of stationery and
• equipment;
• Continuously seek ways to improve service delivery by establishing
• processes for all administrative tasks
• Ensure that Interra Networks processes and procedures are best practice compliant
• Manage and maintain all equipment, facilities, assets and ensuring a safe
• and secure work environment
• Manage all supplier relationships by constantly updating procedures for
• improved and quality service delivery
• Submit information for budget preparation
• Ensure compliance with all regulatory authorities.
• Provide secretarial support to management team

Person Specification

• Creativity & Innovativeness
• Analytical
• Research Savvy
• Team Player
• Proactive
• Self-Starter
• Highly self-motivated
• Strong Communication (written and verbal) skills.
• Should possess the skill to work both in team and also perform independently.
• Persuasive, patient manner
• Coaching and leadership skills
• Disciplined

Qualification Required

• Minimum of Bachelors degree in Business Administration or related field
• 3-5 years experience in related field

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Major Duties and Responsibilities:

• Oversee all aspects of quality assurance including call monitoring, evaluation and calibration scoring
• Provide coaching, training and development to contact center agents
• Educate agents, supervisors and managers on Quality Assurance process
• Track and identify reoccurring problems and service opportunities
• Analyze quality and performance trends to provide recommendations for improvement
• Responsible for scheduling, facilitation and documentation of regular continuous improvement meetings
• Submit monthly reports, general information, and recommendations to the general manager
• Assist the general manager and executive management team in the formulation of policies and provide all facts needed for decision making
• Manage, organize, and update relevant data using database applications
• Communicate and provide accounts data as and when required
• Arrange and participate in meetings, conferences, and project team activities
• Perform any other duties when required

Person Specification

• Analytical
• Research Savvy
• Team Player
• Proactive
• Self-Starter
• Highly self-motivated
• Strong Communication (written and verbal) skills.
• Should possess the skill to work both in team and also perform independently.
• Persuasive, patient manner
• Coaching and leadership skills
• Disciplined

Qualification Required

• Minimum of Bachelors degree in related field
• 3-5 years experience in related field