At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can:do culture works together to make the ordinary exceptional. Do you have a strong command and understanding of English language? Are you one that AIMS HIGHER. REACHES FARTHER to achieve your targets? Can you ACT BOLD.BE PASSIONATE with a problem:solving mindset? Can you BE ONE. HELP MANY in a way that provides a positive experience? Do you want to BE DIFFERENT.BE YOU and LEARN MORE.TAKE ACTION? JOIN OUR TEAM TODAY Job Summary We are hiring Customer Care, Intent Analyst (English) for our office in Indore, India who will listen to clippings of live US call intents from customers calling into an IVR system. These customers will need to be routed to the appropriate workflow to meet and resolve their needs which may involve payments, complaints, changes, and cancellations. This full:time position offers paid training, health benefits, opportunity for professional growth, and many more employer perks. Position: This positionrequires one to work OnsiteHybrid Onsite Address : 3F, Brilliant Platina, Plot No.8, Sch. No.78, Indore, India, Madhya Pradesh. Role Reports into: Supervisor Job Responsibilities: : Analyze voice clippings of live customers and routing to them to the appropriate workflow, for their intent. : Enter data and caller queries/concerns by inputting alphabetic/ numeric information into interface/database accurately. : Develops understanding on client applications. Based on intent, should be able to route calls. Working on Client's CRM tool. : Understand the operating workflows in areas such as payments, complaints, changes, and cancellations : Deliver on fast and accurate response times when analyzing customer intents and assigning to workflows. : Achieve quality targets with respect to daily audits that meet service level agreements. : Should be able to maintain decent performance against the defined Key Performance Indicator (KPI) such as Accuracy, Response Time, and Time out. : Navigate through multiple computer applications with speed and accuracy. Additional Requirements: Job Knowledge, Skills, and Qualifications: : 18+ years of age with a minimum of a High School Diploma/GED/ Secondary School GCSE : Entry:level job with little or no prior relevant work experience, customer facing experience a preferred. : High level of English proficiency : speak, read, write, and understand the language. : Capable of working well under pressure and meeting strict deadlines : Strong attention to detail and exceptional level of accuracy : Customer focused personality and a desire to help people. : High computer proficiency and overall technical knowledge : Willing to work 24/7 shifts including weekends, holidays, and US operating hours : Mostly nights : Able to clear the client test/lessons in training. : Must pass computer literacy and typing test. : Clear background Benefits and Perks: : Competitive pay based on experience + performance:based incentives : Night shift allowance : Overtime allowance dependent on business needs : Fun work environment, seasonal festivals : Bonanza : Stable, full:time employment : Paid training : Company paid health and life insurance benefits : Opportunity for professional development About Continuum Global Solutions, LLC Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers experience. Continuum customer care and call cente