WorldLink Communication Ltd Vacancy 2024 for Team Lead, Audit/Risk Officer

WorldLink Communication Ltd Vacancy 2024 for Team Lead, Audit/Risk Officer. Interested and qualified candidates can apply by 14th August 2024.

JOB OPPORTUNITIES 

WorldLink Communication Ltd Vacancy 2024 for Team Lead, Audit/Risk Officer

WorldLink is the largest Internet and Network Service Provider in Nepal and one of the most prominent IT companies. Founded in September 1995 with the aim of providing Internet and IT services by its present Chairman and Managing Director Dileep Agrawal, WorldLink started off by providing store-and-forward e-mail services over a dial-up link to the Internet in the US. The continuous efforts to grow pushed the company to introduce full Internet access over a dedicated leased line to the Internet backbone in the US through Teleglobe International. After two years of this service, WorldLink in 1997 till June 2008, connected to the Internet over a direct satellite uplink through its own VSAT terminal, thereby completely bypassing Nepal Telecommunications Corporation.

Team Lead- Call Centre

SKILLS & RESPONSIBILITIES

• Accountable for all Enterprise Contact Centre functions (Inbound & Outbound calls) which include Support call centre, Sales call centre, and Enterprise monitoring.
• Supervise, coach, and mentor a team of contact centre agents and Implement contact centre policies and compliances.
• Monitor, and analyse team performance metrics (e.g., call handling times, resolution rates, customer satisfaction scores), Conduct regular performance evaluations and should be accountable in driving KPIs for all functions.
• Address and resolve team conflicts, escalate customer issues and Coordinate with other departments to resolve complex customer issues.
• Develop and deliver training programs to enhance agent skills, and knowledge and foster a culture of continuous improvement and learning within the team.
• Ensure that customer inquiries and complaints are handled promptly & effectively and promote a customer-centric approach in all interactions and processes.
• Continuously observe the problems reported by customers across all channels/fields and drive improvement plans accordingly.
• Prepare and present Weekly/monthly reports on team performance and customer feedback and implement strategies to improve customer satisfaction and loyalty.
• Collaborate with cross-functional teams to develop and achieve strategic goals.
• Continuously provide input improvement on running software as well as scope out new software requirements to streamline things and processes.

Qualifications

• Bachelor’s degree in engineering, IT, Business Administration, or a related field.
• Minimum of 3-5 years of experience in a call centre environment, with at least 2 years in a supervisory or team lead role, preferably in the ISP industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in call centre software and CRM systems.
• Analytical mindset with the ability to interpret and act on performance data.
• Problem-solving skills and the ability to handle high-stress situations.
• Customer-focused with a commitment to delivering exceptional service.

Audit/Risk Officer

Position Overview

The primary objective of the Audit/Risk Officer is to identify risks and inefficiencies, recommend improvements, and support the enhancement of overall operational effectiveness and governance within the organization. This position involves conducting detailed audits, assessing compliance with policies and regulations, risk assessment and providing essential support to the Audit/Risk Manager.

Responsibilities

• Assisting in planning and executing audit engagements
• Analyzing the data and finding the loopholes in the process
• Contributing to the preparation of audit reports and presentations
• Following up on audit recommendations and tracking progress
• Maintain accurate and comprehensive records of audit procedures, findings, and evidence.
• Assist the Audit Manager in developing and implementing audit plans, and in coordinating audit activities
• Collaborate with various departments to understand processes, address audit issues, and support corrective actions.
• Support business units in performing risk assessments.

Requirements

• Precise in examining processes and identifying issues
• Ability to manage multiple tasks and prioritize effectively.
• Strong communication skills, both written and verbal.
• Good understanding of accounting principles, auditing standards and business operation of service industry.
• Bachelor’s degree with four years’ experience, semi-qualified – CA/ACCA with two years’ experience or master’s degree/CA/ACCA with one year experience.

How to Apply