Call Center Customer Service Representative

Job Title:

Location:

Employment Type:

Experience:

Education:

Salary Range:

About Empower Skills Foundation

Empower Skills Foundation is a dynamic organization dedicated to enhancing employability and life skills among youth and professionals. Through innovative training programs, mentorship, and capacity-building initiatives, the organization aims to bridge the skill gap and empower individuals to achieve sustainable career growth. Our approach focuses on experiential learning, industry relevance, and holistic personal development.

Role Overview

As a Telecaller for Skill Development and Employment Programs, you will play a key role in supporting the Dharavi Social Mission by engaging with both trained and prospective candidates over phone calls. The role involves tracking and assessing the employment status of trained youth, gathering impact data, and mobilizing new candidates for upcoming programs. You will also assist with placement-related calls, provide counselling, and maintain detailed records of all interactions. The position demands strong communication skills, empathy, accuracy in data handling, and a structured approach to documentation.

Key Responsibilities

1. Follow-Up with Trained Candidates (Impact Assessment & Tracking)

• Call candidates who have completed training under the Dharavi Social Mission or related programs.
• Collect detailed information on their current statusemployed, self-employed, studying, or unemployed.
• Gather feedback on training quality, skill relevance, and post-training challenges.
• Record qualitative and quantitative feedback to measure program impact and improvement areas.
• Report any grievances or placement-related issues to the concerned team for resolution.

2. Fresh Candidate Mobilization & Counselling (Tele-Mobilization)

• Make outbound calls to new or potential candidates from leads generated through field activities or referrals.
• Explain program details, eligibility, and employment opportunities to prospective candidates.
• Counsel and motivate youth to participate in skill development programs aligned with their interests.
• Schedule appointments, assist with registrations, and follow up for confirmation.

3. Placement Support Calls

• Contact trained candidates to share job openings and placement opportunities.
• Coordinate with the placement team to align candidate profiles with employer requirements.
• Conduct telephonic counselling to prepare candidates for interviews or workplace readiness.
• Track placement outcomes and update data systems regularly.

4. Data Management & Reporting

• Maintain accurate and up-to-date records of all calls, responses, and outcomes.
• Use MS Excel, Google Sheets, or CRM systems for data entry and tracking.
• Generate weekly and monthly reports on call volume, impact findings, and conversion rates.
• Ensure all records comply with organizational data protection and confidentiality standards.

5. Coordination & Team Support

• Collaborate with the Mobilisation, Training, and Placement teams for aligned outreach activities.
• Share feedback from candidates to improve training and post-placement support.
• Participate in team meetings, review sessions, and contribute to program monitoring and evaluation.

Key Performance Indicators (KPIs)

• Number of calls made per day/week (trained and new candidates).
• Accuracy and completeness of candidate data.
• Percentage of successfully contacted candidates.
• Conversion rate from tele-mobilisation to enrolment.
• Quality of feedback collected during impact assessment.
• Placement follow-up completion rate.

Skills & Competencies

• Excellent verbal communication and listening skills.
• Strong interpersonal and counselling ability.
• Empathy, patience, and confidence when engaging with diverse youth groups.
• Target-oriented mindset with attention to detail.
• Strong documentation, reporting, and data management skills.
• Proficiency in MS Excel, Google Sheets, and CRM systems.
• Basic computer literacy and ability to handle online forms.

Work Environment

• Office-based role located within or near Dharavi.
• May involve flexible working hours based on outreach schedules and project timelines.

Preferred Background

• Candidates familiar with Dharavi or similar urban communities will be preferred.
• Prior experience in government, CSR, or NGO-led skill development programs is desirable.

Why Join Us

• Contribute to meaningful initiatives that empower youth through employment-linked training.
• Be part of a purpose-driven team committed to social and professional impact.
• Work in a collaborative, growth-oriented, and learning-driven environment.
• Gain valuable experience in community engagement and data-driven program operations.