Details of Qualification, Job Roles and Responsibilities

Name of post Required Qualification Desired Skills Roles and

and Experience Responsibilities
Call Centre ➢ Graduate with ➢ Soft spoken ➢ Answer all incoming
Agents (CCA) proficiency in ➢ Active listening calls
Hindi. and understands ➢ Collect primary
➢ Understanding of the situation of information from the
English and other other person caller with regards
local dialects of ➢ Show empathy to name, address,
Haryana. while conversing contact details and
➢ Proficiency in with person in type of emergency
knowledge of distress. ➢ Should be able to
office suites, ➢ Excellent oral take minimum 25
simple computer and written words per minute
application and communication ➢ Interact and
internet etc. skills understand the
➢ 3-6 months talking ➢ Strong message effectively
experience in call interpersonal ➢ Adhere to SLAs
centre/ BPO skills ➢ Deliver quality
operations service to callers
➢ Strictly follow SOPs
➢ Age: Max. 35 years ➢ Responsible for
taking feedback from
callers on a rating
scale of 1 to 5.
➢ Should make
outbound calls to
citizens in case of
call drop, feedback
or to seek any
information etc.
(Interactive caller)
➢ Should respond to
SMS, emails and
other inputs channel.
(Non- voice CO)
Salary Consolidated Rs.15,000/- per month