Associate Operation

As an Operations Associate working in the night shift, your role involves handling inbound/outbound customer calls and messages with professionalism and empathy. You will be responsible for logging interactions accurately in the CRM, updating case details, and following prescribed workflows for issue resolution and escalation. It is essential to meet individual KPIs such as average handling time (AHT), first-call resolution (FCR), quality scores, and attendance requirements. Adhering to scripts and SOPs while adapting to customer needs and escalating complex issues to team leads following defined SLAs are crucial aspects of your responsibilities. Participation in training, coaching sessions, and daily huddles is necessary to continuously improve service delivery and product knowledge. Additionally, maintaining data confidentiality, adhering to compliance standards, and contributing to a positive team environment are vital for success in this role. Qualifications Required: - 12th pass / Diploma / Any graduate (Fresher-friendly) 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 Skills: - Prior exposure to customer service, retail, hospitality, or call-center environments (internships or internships) is a plus. - Strong problem-solving mindset, patience under pressure, and ability to follow SOPs and quality checklists. - Demonstrated punctuality, reliability, and a team-first attitude during rotational shifts. The company offers structured onboarding and on-the-job training with clear career progression paths into senior operations or quality roles. You can benefit from 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. This role provides an opportunity for individuals who are customer-focused, adaptable to night schedules, and eager to kickstart a career in operations and contact center delivery.,