Associate Operation

As an Operations Associate for the night shift in the tech-enabled Customer Experience & Outsourcing sector, your role will involve handling inbound/outbound customer calls and messages with professionalism and empathy. You will be responsible for logging interactions accurately in the CRM, meeting individual KPIs, following scripts and SOPs, and participating in training sessions to continuously improve service delivery. Key Responsibilities: - Handle inbound/outbound customer calls and messages with professionalism and empathy during the assigned night shift. - Log interactions accurately in the CRM, update case details, and follow prescribed workflows for issue resolution and escalation. - Meet individual KPIs including average handling time (AHT), first-call resolution (FCR), quality scores, and attendance requirements. - Follow scripts and SOPs, escalate complex issues to team leads following defined SLAs, and participate in training sessions to improve service delivery. - Maintain data confidentiality, adhere to compliance standards, and contribute to a positive team environment. Qualifications Required: - 12th pass / Diploma / Any graduate with the legal right to work in India and available for on-site night shifts. - Clear verbal communication in English and/or Hindi; comfortable speaking on the phone for extended periods. - Basic computer skills (Windows, MS Office) and willingness to learn CRM/ticketing tools. - Preferred: Prior exposure to customer service, retail, hospitality, or call-center environments is a plus. Strong problem-solving mindset, patience under pressure, and demonstrated punctuality and reliability during rotational shifts. In addition, the company offers structured onboarding and on-the-job training, clear career progression paths, competitive shift allowances, attendance incentives, and statutory benefits as per Indian labor laws. The high-energy, collaborative on-site culture is focused on continuous learning, feedback, and measurable performance improvements. Location: On-site across India | Shift: Night Shift | Experience Level: Fresher Apply if you are customer-focused, adaptable to night schedules, and eager to start a career in operations and contact center delivery.,