itelbpo Smart Solutions

Call Centre

 Our facilities provide sales, customer service, collections and back-office processing services.

We support clients across a number of industries including travel and tourism, medical insurance, medical process outsourcing, telecoms, utilities, logistical services, distribution and consumer goods, automobile, online retail and lead generation. 

itelbpo Smart Solutions Grand Bahama, The Bahamas
Jun 05, 2018
Full Time
Essential Functions: Facilitate new hire and continuing education training, including classroom and on the job training Create a learning environment positioned to develop employee skills that will enhance job performance Use positive reinforcement and adult learning techniques to promote learning and skill improvement Maintain knowledge of business operations, processes, methods, and procedures Responsible for classroom logistics including scheduling, set up, classroom materials, etc. Creates and maintains reports for the Training Department Creates and maintains training process documentation Reinforces training through observation and providing feedback and professional coaching Manages Level 1 classroom surveys Creates Training Agendas Additional duties as assigned Physical attendance is a requirement of the job   Required Qualifications: 2+ years training delivery experience Knowledge of adult learning theories Proficient in Microsoft applications (Excel, PowerPoint, and Word) Strong verbal and written communication skills Skilled at classroom facilitation and managing effective discussion and dialogue in a diverse classroom environment  Ability to work independently and in a team environment Bachelor’s degree or equivalent work experience Project management or administrative support experience a plus Joining the itel family, you will experience... Paid Training  Excellent training and supervisory support - to help you feel comfortable servicing our customers. Opportunity for advancement Competitive Salary Medical Plan A fun environment! We respect our employees and strive to make our environment exciting. #FunBeginsHere
itelbpo Smart Solutions Grand Bahama, The Bahamas
May 31, 2018
Full Time
Essential Functions: Supervises and coaches a team of up to 16 employees who receive inbound calls from customers  and or potential customers Responsible for the daily implementation of call center policies and procedures by team members Ensures performance standards and guidelines are met by team members The supervisor has authority for personnel actions and oversees day to day operations of the group; interviewing, hiring and performance management as needed Able to analyze and troubleshoot customer affecting processes Responsibility for enabling and developing employees to meet organizational and career goals Overall familiarity with company and industry standards Maybe called on to work with international partners in a training capacity Relies on extensive experience and judgment to plan and accomplish goals Responsible for monitoring the quality of calls received by the group Other duties can be assigned by management Flexibility is key as this position operates on weekends and holidays    Required Qualifications: Previous call center Supervisor or Team Lead experience required Must have proven experience handling escalated calls Experience coaching & mentoring team members Must have excellent verbal and written communication skills Excellent interpersonal skills Outstanding organizational and time management skills Ability to manage multiple tasks simultaneously Solid analytical and problem-solving skills Proficient in MS Office Self-motivated Team player and the ability to work effectively in a dynamic environment Joining the itel family, you will experience ... Paid Training  Excellent training and supervisory support - to help you feel comfortable servicing our customers. Opportunity for advancement  Competitive Salary Medical Plan A fun environment! We respect our employees and strive to make our environment exciting. #FunBeginsHere