o Develop and maintain strategies in handling leads/customer listing.o Ensure that skills and competency framework is in place to identify gaps and opportunities for continuous improvement.o Ensure that productivity reports and correspondence are delivered timely and accurate.o Ensure that a high level quality of calls and compliance with standards is in place across the team.o Report and monitor on current performance on lead/customer engagement, management, conversion and enrolment performance.o Motivate team and monitor lead entry, management and flow to maximize sales.o Monitor written and verbal communication within the team for calibration, quality and compliance monitoring.o Ensure recruitment and retention targets are achieved.o Audit skills division-wide and ensure training plans are implemented to enhance skills and competencies.o Create and implement training plan.o Implement HR approved policies and processes around disciplinary and performance management issues up to and including termination.o Respond to customer and client organization concerns through calls, chat, and email correspondence.

Team Leader – Sales and Supporto Oversee day-to-day operation.o Develop strategies in handling customer listing and enquiries.o Identify gaps and opportunities for continuous improvement.o Submit productivity reports timely and accurately.o Ensure that the team is calibrated on updated client standards and procedures to maintain a high level quality of calls and compliance.o Report and monitor on current performance on lead engagement, management, conversion and enrolment performance.o Optimize sales by monitoring lead flow, entry, and management.o Ensure compliance is consistent by monitoring written and verbal communication within the team for quality purposes.o Ensure recruitment and retention targets are achieved.o Implement training plans within the team to enhance individual skills and competencies.o Create and implement training plan.o Implement HR approved policies and processes around disciplinary and performance management issues up to and including termination in compliant way.o Respond to customer and client organization concerns through calls and email correspondence.o Motivate and set clear team goals and target.o Monitor team performance and report on metrics.Course and Career Advisoro Provide one-to-one guidance to individuals in relation to their background and career goals.o Identify individual needs using variety of techniques including guidance interviews and consults, probing, and other evaluative tools.o Help potential students craft a long-term plan for reaching their career objectives.o Respond to student questions and enquiries pertaining to career development, course offered and enrollment process and inclusions.o Assist students with the enrollment process.

Operations Supervisor and Business Development Associate o Oversees and directs the activities of a number of campaigns along with all Team Leaders and Staff assigned to his campaigns. o Responsible for regular and often daily interactions with all the company departments/campaign team leaders and the whole management team. o Manages and staffs the operations (UK and US operations). o Responsible for all aspects of operations, which include but not limited to monitoring operations, staffing, provide temporary coverage and training; provision of excellent clientele service, problem resolution and the like. o Develops individual & team goals and implement plans to carry out the objectives. o Guides Team Leaders in meeting of all teams & individual goals. o Ensures compliance with all established policies and procedures. o Assists the Operations Director & CEO in crafting operations procedures.o Overseeing the operations and formulate effective strategies that enhance the financial welfare of the organization.o Develop measures to motivate employees and undertake office management.o Institute disciplinary proceedings in compliance with the HR policies and procedures.o Analyse customer base to identify potential sales opportunities.o Develop and deliver pitches for potential clients.o Build strong relationships with customers, outside business contacts, and company stakeholders.o Stay up to date on company best practices, policies, services, pricing, and promotions.

Account Services Associate o Maintain professional and satisfied relationship with onshore business customers. o Contact and/or respond to client queries regarding their telecom products and services; discuss clients’ business needs and provide solution-based recommendation.o Prepare written quotes and proposal within established guidelines.o Initiates the sales related paperwork and forms to facilitate the provisioning of service.o Liaise with different departments to discuss technical requirements in the development of competitive customized solutions and forward other related issues around implementation of the service. o Process and maintain a variety of files, records, correspondence, etc. for clients an assigned module base.

Agent Administratoro Provide both clerical and administrative support to the account operation.o Coordinating office activities and operations to secure efficiency and compliance to company/HR policies.o Implement HR aligned policies and processes within the account.o Supervising administrative staff and ensure that account operation has sufficient number of agents/personnel daily to ensure performance.o Track and monitor agent/personnel attendance and leave requests.o Manage office procurement and file management. Track stocks of office supplies and place orders when necessary.o Manage correspondence between clients, operations and the company through email, calls, letters and etc.)o Create and update records and databases with personnel, financial and other data.o Train and conduct briefing of new hires.Quality Evaluator / Coach o Interpret and implement quality assurance standards.o Document internal audits and other quality assurance activities.o Develop, recommend and monitor corrective and preventive actions.o Monitor risk management activities.o Audit, coach and evaluate agent’s progress and performance during calls. o Investigate and process correction documents and respondent complaints and other non-conformance issues.o Facilitate and/or participate in calibration sessions with leadership staff.o Demonstrate mastery and comprehension of client’s quality standards.o Take escalated calls if necessary. Data Collections Interviewero Perform telephone interviews for a wide variety of surveys. Calling respondents and explain the purpose of the survey to gain cooperation.o Obtain and record accurate data on the survey tool.Ensure that survey conducted is compliant with the existing policies of the client we represent.

Retention Officero Respond to customer queries about products and services and address service complaints in a timely manner.o Provide excellent customer service and ensure customer satisfaction.o Perform customer negotiations and reach a fair conclusion from both company and customer perspectives.Customer Service Representativeo Resolve product or service problems by identifying customer complaint, selecting and explaining the best solution to solve the problem; expediting the correction or adjustment, following up to ensure resolution.o Handle customer queries on products and services, billing and adjustments, and complaints. Account Executiveo Help company maintain or extend existing account and develop new accounts through outbound calls.o Assist customers in the process of signing up for the services offered.

o Use computer-aided design and rendering software for presentation.o Ensure that client specifications in the design are followed.