Call Routing/Dispatcher Agent

Are you a master of call routing and dispatch, with a passion for ensuring seamless connections and exceptional customer experiences? Join our team at Yokly as a Call Routing Specialist and showcase your expertise in directing calls with finesse. As a member of our esteemed call routing team, you'll have the opportunity to optimize call flows, streamline communications, and become the backbone of efficient customer service.

Duties and Responsibilities:

• Managing truck drivers' schedules and routes
• Manage and optimize call routing strategies to ensure efficient handling of inbound calls
• Monitor call queues and make real-time adjustments to ensure timely and accurate call distribution
• Collaborate with cross-functional teams to develop and implement call routing protocols and scripts
• Analyze call data and performance metrics to identify opportunities for improvement
• Provide guidance and support to call center agents to ensure smooth call transfers and resolutions
• Stay up-to-date with industry best practices and emerging technologies in call routing and dispatch.
• Maintain call records and logs

Requirements and Qualifications:

• 1-2 years proven experience in call routing and dispatch, demonstrating your ability to optimize call flows and improve operational efficiency.
• Tech-savvy with knowledge of relevant methods (CAD)
• Fast typing with experience in data entry
• Strong analytical skills with the ability to interpret call data and make data-driven recommendations
• Excellent organizational and multitasking abilities to handle high call volumes and prioritize tasks effectively
• Active listener with excellent communication skills
• Proficiency in call center software and telephony systems, including experience with IVR, ACD, and CRM systems
• Exceptional communication skills, both verbal and written, to collaborate with team members and ensure seamless call transfers
• PC or laptop with a processor that is at least 8GB RAM, Intel Core i3 or equivalent, and Windows 10 (for both primary and backup equipment)
• Stable internet connection (LAN or Fiber), internet backup such as Pocket WiFi or Mobile Hotspot
• Ability to work the graveyard shift from 11:30 PM to 8:30 AM Philippine Time
• High School graduates(old curriculum) are welcome to apply apply

Perks & Benefits:

• 20k salary/month
• Permanent WFH set-up
• Performance based salary increase upon regularization | Annual Increase | Incentives
• HMO after 6 months
• PTO credits (Sick leave/Vacation leave/Mental Health sick leave/Birthday leave)
• US Holidays and Philippine Holy Week observed

Tags