1. HR Recruiter: Roles & Responsibility: They are professionals who are responsible for screening, recruiting, and hiring the Agent. They normally conduct the initial level of interviews and final selection of Support Agent is done by the Support Operation team.
2. HCM Officer: Roles & Responsibility: Human Capital Management officer is a team of HR professional who assist the Support Operation team in addressing employee issues & concerns related to their salary, insurance, Mediclaim, etc. They normally conduct skip-level meetings with Agent and review them about how well their Team Leader is handling their Performance.
3. HR Team Manager: Roles & Responsibility: HR Team Manager address Employee after resignation concerns like issuing them Experience certificate, providing their reviews to other company when asked, issues related to a full and final settlement of Employee after resignation.
4. HR General Manager: Roles &
Responsibility: HR General Manager is accountable for maintaining and managing
the entire HR Process activity.
2. Training Team
Communication Trainer: Roles & Responsibility: Communication trainer is responsible to provide Communication skill training, voice & accent training to the newly joined employees. They provide classroom training to newly joined Support Agent and sometimes evaluate Agent interaction on Floor and provide feedback to Agent as per Operation team request and they report to the Training Manager
Product & Process Trainer: Roles & Responsibility: The product & Process trainer is responsible to provide company Product, Policy & Process training to newly joined agents. They provide classroom training to newly joined Agent and finally assess employee by conducting Product training Test. They determine which new Agent is competent enough to perform on Job and accordingly graduate them to the Support Center Operation team. They report to Training Manager
Associate Trainer: Roles & Responsibility: The associate trainer is responsible to provide on job training to all the newly joined Agents who have successfully graduated to Support Center operations. They ensure that new Agent understand the real-time customer issues properly and learn how to handle them practically. In this training, they guide them on how to use Knowledge KB to increase learning proficiency. Also, they guide them about how to use decision tree to effectively handle interactions and they report to the Training Manager
Training Manager: Roles & Responsibility: Training Manager is responsible & Accountable to build Product Training Module, building the Training Road Map to effectively finish the training on time. Training Manager coordinates with the Product team to maintain the effectiveness of training and they report to Support Center Director
3. Quality Assurance Team:
1. Quality Analyst: Roles & Responsibility: A quality Analyst is responsible to evaluate how well a Support Agent handles customer interactions like Email, Chat & Phone call. They assess their Product knowledge, Communication skills, Interactive skills and provide them effective coaching for further improvement and they report to the Quality Manager.
2. Quality Manager: Roles & Responsibility: The quality Manager is responsible to measure quality & Consistency of service delivery. They send regular reports to Support Center Leadership team with regards to customer insight, new trends, service issues, training, and coaching opportunities for Support Agent. Many Organization hires a Green Belt Six Sigma Certified person as a Quality Manager to run the Quality Team and they report to Support Center Director.
4. Workforce Management:
1. Workforce Analyst: Roles & Responsibility: A workforce Analyst is also called as Intraday Employee, when a support agent wants a Break or a leave, they need to send a request to this department, and they meet the needs of the Agent. They send regular Schedule Adherence reports to the Operation team for effective Service Level Management and they report to the Workforce Manager.
2. Workforce Manager: Roles & Responsibility: The workforce Manager is responsible to forecast ticket volume, determining staffing requirement based on projected volume and service level, develop a schedule, evaluate and monitor performance in comparison to projections and adjust plans and expectations as necessary and they report to Support Center Director.
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