Title: Customer Service Associate We are seeking a dedicated and customer-focused individual to join our prestigious Client's Airline Support Team as a Customer Support Associate for the voice process. You will be the first point of contact for our Client's Airline Gold and Platinum customers, handling inquiries, booking requests, complaints, and support issues via voice calls in different shifts. Key Responsibilities: Handle voice calls to assist Airline Premium Passengers with reservations, cancellations, rebooking, and general travel inquiries. Provide accurate and timely information regarding flight schedules, fares, and policies. Resolve customer complaints and provide appropriate solutions within set timelines. Maintain a high level of professionalism and empathy with customers at all times. Document all interactions clearly and accurately in the system. Escalate complex issues to senior support or supervisors as needed. Required Skills: Excellent communication skills in English Strong listening and problem-solving skills. Ability to remain calm and handle high-stress Willingness to work in shifts, including weekends and holidays Computer Skills: Proficient in using MS Office applications (Word, Excel, Outlook) Ability to work with CRM tools, ticketing systems, and call centre software Comfortable with data entry and managing online booking/reservation platforms

Job Title: Recruitment Manager Location: Remote Department: Human Resources Experience Required: 4 - 8 yrs Employment Type: Full-time Shift timings: Regular day timings (IST) Job Summary: We are looking for a dynamic and results-driven Recruitment Manager to lead our hiring efforts across both Technical and Non-Technical domains . This role involves managing a team of recruiters, collaborating closely with clients and hiring managers, and ensuring timely closures of positions through a mix of in-house sourcing and partner coordination. Key Responsibilities: * Manage end-to-end recruitment lifecycle for both Tech and Non-Tech roles * Interact directly with clients to understand hiring needs, share updates, and provide consultation on candidate profiles * Lead, mentor, and monitor a team of recruiters; review daily productivity and guide sourcing strategies * Conduct second-level screenings of candidates sourced by the team to ensure client alignment * Schedule and coordinate client interviews; follow up for feedback and next steps * Ensure smooth and timely communication with candidates to maintain engagement and reduce dropouts * Maintain and update recruitment trackers, Excel reports, and Applicant Tracking System (ATS) databases * Prepare recruitment reports and dashboards using pivot tables and other Excel tools for internal and client reporting * Collaborate with external recruitment agencies and partners for additional sourcing support * Share feedback and coordinate closures with recruitment partners on assigned mandates * Utilize job portals and social media like Naukri, Indeed, Monster, LinkedIn and internal databases for sourcing quality talent * Identify gaps in the recruitment process and suggest improvements for efficiency and quality * Train and upskill junior recruiters on sourcing techniques, JD understanding, and screening practices * Conduct regular team reviews and performance evaluations; assist in goal setting and achievement tracking * Provide periodic hiring reports and insights to management for workforce planning * Utilize your skills to expand the network by identifying, engaging, and onboarding new recruitment partners and fostering strong business relationships to support ongoing and future hiring needs. Key Skills & Competencies: * Strong communication and client management skills * Hands-on experience with sourcing and screening across diverse roles * Familiarity with job portals (e.g., Naukri, LinkedIn) and ATS tools * Excellent knowledge of Excel (pivot tables, charts, reporting) * Team leadership and performance management experience * Strong coordination and follow-up abilities * Ability to manage multiple mandates and deadlines simultaneously * Problem-solving mindset and proactive approach Educational Qualification: * Bachelor's degree in any discipline (MBA in HR is a plus)

Applications Developer We are seeking a skilled Applications Developer to design, develop, and maintain advanced contact center solutions. The ideal candidate will have a strong background in web development, telephony integration, and AI-driven applications, with proficiency in JavaScript, Python, React.JS, HTML/CSS, Twilio, Cisco CVP Call Studio, ICM Scripting, SQL, AI technologies using Google/Azure. Key Responsibilities: Design, develop, and support contact center applications and workflows using Twilio, Cisco CVP Call Studio, and ICM scripting. Integrate Twilio SMS and Chat interfaces into agent platforms such as Cisco Finesse and Twilio Flex. Develop custom applications and automations using JavaScript, Python, HTML/CSS, and SQL. Implement and maintain AI-driven solutions, including chatbots and speech analytics, to enhance customer interactions. Collaborate with cross-functional teams to gather requirements and deliver scalable solutions. Troubleshoot and optimize performance, reliability, and data flow across all integrated systems. Qualifications: Bachelors degree in Computer Science, Engineering, or a related field, or equivalent professional experience. 8 -10+ years of hands-on experience developing and supporting contact center solutions using Google/Azure. Proficiency in JavaScript, Python, HTML/CSS, React.JS and SQL. Experience with Twilio (SMS, Voice, Chat) and its APIs. Strong knowledge of Cisco CVP Call Studio and ICM scripting. Familiarity with integrating contact center platforms with CRMs like Salesforce and HubSpot. Understanding of call flows, CTI, agent desktop customization, and contact center data structures. Preferred Skills: Experience with Salesforce Service Cloud Voice and Agent Desktop APIs. Working knowledge of Calabrio reporting and transcription APIs. Familiarity with contact center AI tools (e.g., speech analytics, chatbots, NLP engines). Background in Agile or DevOps environments with CI/CD experience. Strong documentation and communication skills for technical and non-technical stakeholders.