| Detail | For this role |
|---|---|
| Department | Customer Support |
| Level | Entry level |
| Reports to | Customer Support Team Leader |
| Direct reports | None |
| Experience | Fresher or up to 2 years in a call centre |
Call Centre Executive job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Call Centre Executive
Department: Customer Support
Reports to: Customer Support Team Leader
Location: [City], [office, branch or site]
About the role
A Call Centre Executive handles customer calls in a call centre, inbound or outbound, resolving queries and completing the call purpose. They follow the process and script, update the system, and meet targets for handling time, quality and resolution. It is a front-line role and often a first job in the industry. A good Call Centre Executive handles calls politely and efficiently, resolves the customer's need at first contact, keeps quality and compliance on every call, updates records accurately, and meets their daily targets consistently.
Key responsibilities
- Handle inbound or outbound calls and resolve the customer's query or complete the call purpose.
- Follow the process, script and compliance rules on every call.
- Update the customer record and call disposition accurately in the system.
- Meet targets for handling time, quality and first-contact resolution.
- Escalate calls that need a specialist or higher authority correctly.
- Keep product and process knowledge current to answer accurately.
- Handle difficult callers politely and stay calm under pressure.
- Follow schedule and break adherence so the queue stays covered.
- Note recurring customer issues and share them with the team leader.
- Complete required after-call work before taking the next call.
Requirements
- Class 12 pass or a graduate
- Clear spoken communication
- Basic computer skills
- Fresher or up to 2 years in a call centre
KRAs and KPIs for a Call Centre Executive
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Call quality | Quality scores on audited calls above the target |
| Resolution | First-contact resolution at or above the target |
| Productivity | Calls handled per shift at or above the process standard |
| Adherence | Schedule and break adherence above the agreed level |
| Accuracy | Call dispositions and records logged accurately |
Skills and tools
Tools used day to day: Dialer and telephony, CRM, Knowledge base, Headset, MS Office basics.
Reporting line and career path
Next roles: Senior Customer Support Executive, Customer Support Team Leader, Call Quality Analyst
Interview questions for a Call Centre Executive
- How do you handle a customer who is upset on a call?
- How do you resolve a query at first contact?
- How do you keep quality high while meeting handling-time targets?
- What do you do when you do not know the answer on a call?
- How do you keep your call records accurate?
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What does a Call Centre Executive do?
A Call Centre Executive handles customer calls, inbound or outbound, resolving queries or completing the call purpose. They follow the process and script, update the system, and meet targets for handling time, quality and resolution. They handle difficult callers calmly, keep records accurate, escalate correctly, and complete after-call work before the next call.
Is a call centre job a good first job?
Yes, a call centre role is a common and useful first job. It builds communication, patience and process discipline, and pays from day one. Freshers can join with a class 12 pass or a degree and clear speech. Strong performers move up to senior executive, team leader, quality or training roles within a few years.
What is the difference between a Call Centre Executive and a Voice Process Executive?
The roles are very similar and titles vary by company. A Call Centre Executive is a general term for an agent handling calls. A Voice Process Executive usually works on a specific defined voice process with its own script and targets. In practice both handle calls, follow a process, and are measured on quality and resolution.