*URGENT HIRING*
*Job Title: Contact Center Agent – Activation & Reactivation Queue | Aspora*
*About the Role*
We are hiring experienced contact center agents for Activation & Reactivation campaigns targeting NRI customers in the UAE, UK, and US. This role involves proactive outbound calling to drive customer engagement and product onboarding.
*Key Responsibilities*
_Activation / Reactivation Queue:_
- Conduct proactive outbound calls to reactivate users inactive for 60+ days
- Engage users who signed up but did not complete their first transfer to drive activation
- Assist customers with Banking Product Onboarding (PBM), including handholding through NRE/NRO account opening via a 15-minute digital journey
- Adhere to high-quality communication standards to maintain brand reputation and maximize conversion rates
_Support Queue:_
- Handle customer queries and provide resolution per defined quality standards
*Candidate Requirements*
- *Experience*: Minimum 1+ year of contact center voice process experience. Freshers not eligible
- *Communication Skills*: Versant score of 6-7 for Reactivation campaigns, Versant 5 for Support Queue. Versant 7 preferred for all proactive outreach to maintain brand quality
- *Client Assessment*: Must successfully complete a 10-15 minute conversation assessment with the client team prior to onboarding
- *Background Verification*: Basic BGV clearance mandatory
*Project Details*
- *Team Structure*: Initial team of 15-25 agents for reactivation, scaling to 40-50 within one month
- *Team Lead Ratio*: 1:15 to 1:18 for proactive calling campaigns
- *Training*: Reactivation team will use straightforward scripts requiring minimal training. Support queue will have a longer training ramp-up
- *Urgency*: Reactivation team to be prioritized for immediate start. Support queue rollout will follow
- *Customer Base*: 80-90% UAE & UK customers, 10-20% US customers. All customers are NRIs. English proficiency required; no additional local language needed
- *Location*: Multi-location operations may be acceptable initially, subject to client confirmation
*Note*: Wealth product campaigns are currently deprioritized and not in scope.
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Pay: ₹18,000.00 - ₹27,935.40 per month
Work Location: In person
