Call Center Process Specialist Job Description

October 15, 20110 Comments

Call Center Process Specialist Job Profile and Description

A call centre process specialist has to perform a vital job as they have to perform account maintenance functions like rate plans and feature changes. He or she has to processes orders received by phones and e-mails from business representatives, retail representatives and other agents in a call center environment. They are responsible to troubleshoot errors that impact activation and account setups and the other responsibilities related to that.

Duties and Responsibilities

The duties and responsibilities which have to be fulfilled by a call center process specialist are as follows:

  • The prime responsibility is to provide a satisfactory service to the customers such as responding to complaints, problems and questions of the agents.
  • It will be needed to provide client service such as maintaining and processing phones and mails from clients.
  • He or she has the duty to setup the machine connection between various departments of the organization.
  • The duty also includes handling the equipments and the related technical errors such as all TEL wireless connections (Cell ware, unity, VII, etc).
  • He or she needs to type out orders and schedules as and when needed properly.
  • He or she has to interface with the distribution channels perfectly.
  • Besides all that, it will be needed to perform all the other duties as assigned to him or her.

Skills and Specifications

There are a number of skills and specifications required to do the job of a call center process specialist in a person and they are as follows:

  • The person needs to have exceptional communication skills both verbally and written.
  • He or she should necessarily have the required exceptional interpersonal skills.
  • He or she should have the trouble shooting skills and the ability to prioritize problems and organize the errors.
  • The person needs to have excellent analytical skills to analyze the aspects carefully and properly.
  • He or she should be self motivated and should be a self starter and a very high urge for achieving the goals.
  • The person should be able to perform the multi tasking work so should have good multitasking skills and follow up knowledge.
  • He or she needs to have required basic computer experience and skills and working knowledge of Microsoft office with the other needed software.
  • He or she needs to be very hard working and so should have no problems working in flexible shifts as and when required by the company.
  • He or she should have very nice typing speed and should be able to type at least 40 words per minute.
  • He or she needs to be a systematic person so that he can manage the work properly

Education and Qualifications

  • The basic degree required is a high school passes out in the minimum.
  • The person having an equivalent diploma degree too would do fine with most companies.
  • He or she should have undergone necessary training in call centre wireless setup or should have relevant past working experience in related sector.
  • The person having any other additional degree or diploma in management will surely prove to be an added advantage for him or her.

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