Job Title: Head of Human Resources – India Operations Location: Navi Mumbai (Airoli), Maharashtra, India Company: Amasa Outsourcing Type: Full-Time · On site /WTH optional Experience Required: 5-7 years in HR, including 3 years in senior leadership roles About Amasa Outsourcing Amasa provides strategic BPO solutions—24/7 chat support, call center services, back‑office operations—for industries like technology, healthcare, finance, and e‑commerce. With ISO‑level security, tailored processes, and a base in Airoli, Navi Mumbai, they help clients drive efficiency, cost saving (up to 40%), and business growth . Position Overview You're the strategic HR leader for Amasa's India operations—heading talent strategies, workforce planning, compliance, and engagement in a fast-growing global BPO that partners with startups and enterprises alike . Key Responsibilities 1. Strategic Partnership & Leadership Act as a trusted advisor to senior leadership; translate business strategy into HR initiatives. Lead organizational design and workforce transformation for scalable growth. 2. HR Operations & Legal Compliance Supervise day-to-day HR operations: employee relations, payroll, HRIS coordination. Ensure full compliance with Indian labor laws and Amasa’s quality/security standards . 3. Talent Management & Development Oversee recruitment, onboarding, succession planning, and retention strategies. Implement continuous learning, performance management, and culture-building programs. 4. Compensation & Benefits Adapt global compensation frameworks locally; lead annual performance and compensation reviews. 5. Employee Engagement & Culture Design and implement engagement initiatives (surveys, town-halls, feedback loops). Maintain Amasa’s core values: People First, Operational Excellence, and Integrity. 6. Global Collaboration & Alignment Liaise with international HR teams to align processes, systems, and messaging across borders. 7. HR Team Leadership Lead, coach, and build a high-performing cross-functional HR team focused on service excellence. Required Qualifications Bachelor’s in HR, Business Admin, or related field (MBA or senior HR certification like SHRM‑SCP/SPHR preferred). 5-7 years of progressive HR experience, including at least 3+ years in senior hr manager. Experience in global organizations. Deep knowledge of Indian labor law and HR compliance. Strong stakeholder management, communication, and strategic execution skills.
We are seeking enthusiastic and detail-oriented Chat Support Agents to join our customer service team. In this role, you will be the first point of contact for customers via chat, providing accurate information, resolving issues efficiently, and ensuring a seamless support experience. Key Responsibilities: • Respond promptly to customer inquiries through live chat platforms. • Provide accurate, valid, and complete information using the right tools and resources. • Handle multiple chats simultaneously while maintaining high service quality. • Resolve customer issues efficiently and escalate complex queries to the appropriate department. • Meet daily and weekly performance KPIs (response time, resolution rate, CSAT, etc.). • Maintain a professional and positive tone in all communications. • Collaborate with internal departments to improve overall customer experience. Required Skills and Qualifications: • Education: Minimum Graduation in any discipline. • Experience: 6 months to 2 years in customer service/chat support preferred. Freshers with excellent communication skills may apply. • Typing Speed: Minimum 70 WPM with high accuracy. • Language: Excellent written English with proper grammar and spelling. • Ability to multitask and stay calm under pressure. • Familiarity with CRM systems, ticketing tools, and live chat software is a plus. • Willingness to work in night shifts/rotational shifts, including weekends. Preferred Traits: • Strong problem-solving and decision-making abilities. • Empathetic, patient, and customer-centric mindset. • Tech-savvy with quick learning capabilities. Why Join Us? • Competitive salary and performance incentives • Growth and learning opportunities • Friendly and professional work environment • Modern tools and systems • Job stability and supportive leadership
Position: Operations Manager Department: Operations (BPO/Customer Support) Reports to: Director / Senior Management Key Responsibilities: ● Manage day-to-day BPO operations (chat, voice, email, or blended processes). ● Ensure achievement of SLA/KPI targets including AHT, CSAT, FCR, and quality scores. ● Workforce management – schedule planning, roster management, leave planning. ● Monitor team leaders and agents to ensure performance, productivity, and compliance. ● Drive process improvements, standard operating procedures, and efficiency. ● Collaborate with clients for regular reviews, reporting, and escalation management. ● Conduct performance evaluations, coaching, and employee engagement. ● Handle crisis management, escalation handling, and issue resolution. ● Maintain compliance with data security, HR, and client policies. ● Prepare weekly/monthly MIS reports for management and clients. Qualifications & Skills: ● Bachelor’s degree (MBA preferred). ● 5+ years’ experience in BPO/Outsourcing operations, with at least 2 years in a leadership role. ● Strong people management, client handling, and process optimization skills. ● Excellent communication and problem-solving ability. ● Knowledge of CRM, workforce management tools, and quality frameworks.
We are seeking an experienced and strategic IT Infrastructure Head to lead and manage Amasa Outsourcing’s technology infrastructure. The ideal candidate will have deep expertise in setting up and scaling IT systems for BPO or outsourcing environments, including chat support platforms, secure networks, and high-availability server infrastructure. This role demands both technical depth and business alignment, ensuring that all systems operate with 99.9% uptime, robust data security, and SLA-driven performance to support our 24/7 client operations. Key Responsibilities Infrastructure Setup & Management • Design, deploy, and manage end-to-end IT infrastructure, including servers, networks, and communication systems. • Implement and optimize chat/CRM platforms such as Zendesk, Freshdesk, Intercom, or custom-built systems. • Collaborate with operations and client teams to align infrastructure with SLA and KPI requirements. • Ensure seamless integration across multi-channel support systems (Chat, Email, Voice). Network Connectivity & Bandwidth • Oversee primary and backup internet connections, ensuring documented uptime of 99.95% or higher. • Manage relationships with ISPs, track network SLAs, and optimize bandwidth allocation. • Implement redundancy and automated failover systems for uninterrupted operations. • Monitor bandwidth distribution and performance across departments, prioritizing real-time support traffic. Network Monitoring & Performance Management • Establish and oversee a dedicated Network Operations Center (NOC) for real-time monitoring. • Use monitoring tools like SolarWinds, PRTG, Nagios, or Zabbix for performance and uptime tracking. • Define escalation protocols for handling latency, packet loss, and connectivity issues. • Conduct periodic network audits and implement continuous improvement initiatives. Security & Compliance • Implement and maintain firewalls, IDS/IPS, anti-DDoS, and endpoint protection systems. • Ensure data encryption in transit and at rest, VPN protection, MFA access, and audit trail management. • Maintain compliance with global standards including SOC 2, HIPAA, GDPR, and PCI-DSS. • Develop and enforce role-based access control (RBAC) and data security SOPs. VoIP & Real-Time Communication • Optimize infrastructure for VoIP, live chat, and other real-time communication systems. • Implement QoS settings to minimize jitter, latency, and packet loss. • Ensure high-quality real-time performance for global client coverage. Load Balancing & Scalability • Design scalable systems to handle growth, seasonal demand spikes, and client onboarding. • Implement load balancers and traffic management strategies to prevent network overload. • Lead infrastructure planning to support expansion of user seats and processes. Business Continuity & Documentation • Develop, implement, and regularly test Disaster Recovery (DR) and Business Continuity Plans (BCP). • Maintain comprehensive IT documentation, SOPs, and configuration records. • Prepare and present infrastructure performance reports to management and clients. Leadership & Cross-Functional Collaboration • Lead a team of system administrators, and IT support staff. • Work closely with operations, HR, and client services to align technology with business goals. • Manage vendor relationships, procurement, and budgeting for IT infrastructure. • Promote a culture of continuous improvement, transparency, and accountability. Qualifications & Experience • Bachelor’s or Master’s degree in Information Technology, Computer Science, or related field. • 4-5 years of experience in IT infrastructure management, including 3+ years in a leadership role. • Proven success in BPO or contact center environments, handling SLA-based infrastructure. • Hands-on expertise in: • Cloud platforms (AWS, Azure, Google Cloud) • Network security and firewall configuration • Virtualization and data center management • Chat/CRM support tools (Zendesk, Freshdesk, Intercom, LiveChat) • Working knowledge of monitoring tools (SolarWinds, PRTG, Zabbix, Nagios). • Familiarity with ISO 27001 and related compliance frameworks. • Excellent communication, analytical, and vendor management skills. Preferred Skills • Experience setting up multi-channel (Chat, Email, Voice) support systems. • Exposure to automation tools, AI chatbots, and cloud telephony. • Strong project management and budgeting capabilities. • Relevant certifications such as CCNA, MCSE, AWS Certified Solutions Architect, or ITIL. Key Competencies • Strong understanding of networking fundamentals (bandwidth, redundancy, firewalls, IDS/IPS). • Hands-on approach to network troubleshooting, monitoring, and root-cause analysis. • Deep knowledge of data privacy, compliance, and client audit readiness. • Ability to connect technical systems with operational KPIs (AHT, CSAT, SLA adherence). • Excellent client-facing communication, capable of explaining technology in simple business terms. • Strategic thinker with problem-solving and leadership excellence.