eClerx is looking to hire an experienced professional with 4-9 years of experience. As part of the Voice process team, your role will specifically focus on troubleshooting related processes. The ideal candidate will serve customers by planning and implementing strategies and operations; improving systems and processes; managing the team. Customer Operations Associate Process Manager Responsibilities Prepares performance reports by collecting, analysing, and summarizing data and trends Ensure Critical Performance Metrics are met consistently Lead client/vendor reviews/calibrations Revert to client/vendor queries on routine issues Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely Manage multiple teams Perform audits and quality checks on Team Leads & Floor Supports Provide feedback to the Team Leads & Floor Supports periodically on their performance Ensure cross skilling and periodic process re-verification to ensure resource pool Perform Training Need Identification for teams Perform Bottom Quartile Management Ensure directives from senior leadership are percolated and acted upon Hold periodic meetings, discuss task delegation and review issues Conduct team huddles and meetings to discuss operational updates Build team spirit through group sessions, activities, and projects Focus on retention of staff through career mapping & guiding team members Advocate and follow organizational policies and procedures Adhere to the information security requirements Ensure all client deliverables met within timelines Ensure productivity/quality enhancement and process meet all metrics Remediation of any major incident Manage client MBR/QBR deck, client calls and reviews Minimum Qualifications Overall experience of 4+ years and should be a graduate or post graduate in any specialisation Preferred Qualifications - Graduation in Computer Science, Computer Applications or related subjects Shift Timings Flexible 24x7 ,rotational shift ,rotational week off Contact-Rupali Devlekar E-rupali.devlekar.C@eclerx.com M-7678009271 eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the worlds leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of Indias leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand. eClerx Customer Operations specializes in providing operational expertise and process excellence throughout the customer journey. We create solutions and services, utilizing a blend of technology and domain knowledge that support our clients evolving needs. Our suite of offerings enhances the customer experience by providing digital care support, quality monitoring & insights, advanced analytics, automation, superior technical operations support, and consulting services. We assist companies in developing, implementing, and operating multichannel customer interaction capabilities – transforming everyday touchpoints into a superior customer experience. eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.

Hi Candidate, We are hiring for Senior Process Manager (Quality) Overall 10+ years of experience. Transitional quality experience is Must. Should be comfortable with Night Shift (US Shift - 24*7) Telecom experience is preferred. Customer Operations Senior Process Manager Responsibilities Prepares performance reports by collecting, analysing, and summarizing data and trends Ensure Critical Performance Metrics are met consistently Lead client/vendor reviews/calibrations Revert to client/vendor queries on routine issues Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely Manage multiple teams Perform audits and quality checks on Team Leads & Floor Supports Provide feedback to the Team Leads & Floor Supports periodically on their performance Ensure cross skilling and periodic process re-verification to ensure resource pool Perform Training Need Identification for teams Perform Bottom Quartile Management Ensure directives from senior leadership are percolated and acted upon Hold periodic meetings, discuss task delegation and review issues Conduct team huddles and meetings to discuss operational updates Build team spirit through group sessions, activities, and projects Focus on retention of staff through career mapping & guiding team members Advocate and follow organizational policies and procedures Adhere to the information security requirements Ensure all client deliverables met within timelines Ensure productivity/quality enhancement and process meet all metrics Remediation of any major incident Manage client MBR/QBR deck, client calls and reviews Preferred Qualifications Any Graduate Interested Candidate Kindly share your resume on sushmita.gaikwad01@eclerx.com Thanks & Regards, Sushmita Gaikwad Associate Process Manager HR Recruitment eClerx Service Limited (Website - https://eclerx.com/) Contact No : 8788486610

Job Responsibilities: - 65 hours of classes per month spanning YT/OC across CAT/CLAT/IPM/CUET etc Candidates with 99% in Qa/DILR need to apply. Scorecard of 2022,2023,2024 applicable. Intrested candidates share on below details: Mail id : manish.sawant@careerlauncher.com Mobile Number: 8793536768 Location - Kolhapur.

Openings for Team Lead and Assistant Manager Telecom Voice Chennai Should have minimum 4+ years of experience in BPO. International Voice experience is mandate. Should have been designated as a Team Lead / Assistant Manager for at least 2 years on papers. Should be able to calculate Attrition, Shrinkage, AHT. Should be aware of NPS, Repeat & Churn. Should be aware of Occupancy and Utilization formulas. Candidate should be good in communication. For Team Lead - Candidate should be fluent to speak in Kannada or Malayalam language. For Assistant Manager - Any south language For Team Lead/Assistant Manager - Inbound Voice experience is mandatory Interested candidates can reach out to NandhiniA1@hexaware.com / 7358342513

4 years in BPO International Customer Voice process,1 year as a Team Leader on the paper * Rotational Shifts *Manage team of 7-14 *Knows performance metrics *Motivates team Call/ WhatsApp cv to Sri 8851792136 Neha 8287267407 Required Candidate profile *Graduation Mandatory. *Works with team spirit to achieve customer satisfaction *Mentors team *We pick calls immediately! *Dont miss right opportunity!

Key responsibilities: • Implement and ensure Call Quality Audit. • Implement relevant measures to achieve desired level of Customer Satisfaction. • Monitor Call Quality & Analyze training gaps required for Customer Satisfaction. • To ensure that our employees are interacting with customers in accordance with company &set guidelines and are serving in best interest of business. • Monitor calls to measure performance and facilitate business strategic objectives to improve overall Business performance. • Work on a continuous process of evaluating and identifying key behavior that drives sales and improve customer experiences. Should Have: Educational Qualification: Graduate and Above. Previous Role: Quality Analyst Should have knowledge on quality tools. Should be Proficient in English, Kannada and Tamil language.

Min 3yr exp as Soft Skills Trainer/ Trainer /Communication Trainer BPO Training Matrices, TNA, TNI, TTT, NHT/ PKT/Refresher IMMEDIATE JOINER GRADUATE NON BPO EXP cant apply Call /Whatsapp cv to Sri 8851792136 Neha 8287267407 Required Candidate profile Pls read above &Call /Whatsapp cv to Sri 8851792136 Neha 8287267407

Trainer/Process Trainer /Soft skills Trainer BPO TNA TNI TTT Refresher NHT PKT IMMEDIATE JOINER Call/ WhatsApp cv to Sri 8851792136 Neha 8287267407 Required Candidate profile WFO GURGAON-NO JOBS IN NOIDA- APPLY IF CAN RELOCATE

Leading BPO in Kolkata Hiring Operations Manager- International Voice Process Must be working as a Manager in BPO in International Voice Process Handled Team Span of 100+ including Team Leader, Assistant Manager Good in Operations Matrices like SLA, CSAT, Attrition, Shrinkage, NPS CTC UPTO 16LPA Candidate willing to relocate can also Apply Immediate joiners/ 1Month notice Key Roles and Responsibilities Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports) Create and maximize relationships with client partners Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance targets Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements Attend business reviews with the client Handle a team of team leaders 7-8 years client facing Work experience in a BPO Key Skills and knowledge: Knowledge of Internet Services, MS Office and Basic Computer Troubleshooting Flexibility to work in any shift and, on weekends Establish a course of action for self and others to accomplish specific goals Demonstrate ability to coach and develop action plans, which maximize performance, and provide effective feedback Demonstrate ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal Work well under pressure and follow through on items to completion while maintaining professional demeanor. Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates Demonstrate ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment Demonstrate ability to mentor, coach and provide direction to team members Willingness to work in a flexible schedule Educational qualification Graduation Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Quality Analyst//Sr Quality Evaluator Leading BPO in Bangalore International Process Must be working as Quality Analyst for minimum 1 Year on papers Must be Excellent in 7QC Tools CTC UPTO 5.5LPA based on Last CTC Cabs in Odd Hours Looking for Candidates with Max 1Month of Notice Period Must be a Graduate PLEASE NOTE- THIS IS NOT TESTING PROFILE Role and Key Responsibilities: • Conduct Quality audits on Email, Chat & Calls and share feedback with agents. • Conduct compliance and Quality checks and ensure timely reporting. • Drive continuous improvement - make recommendations and drive improvement. • Data analysis and creation of designated reports/ presentations. • Strengthen Quality management processes/ framework to improve quality delivery. • Ensure data management for all deliverables and be accessible without any delay. • Client Escalation Management. • Participate in internal & external calibrations to ensure consistent scoring & feedback delivery approach. Key skills & knowledge: • Experience in supply chain management domain preferred. • Understanding of the Audit/ Mining & Coaching process. • Good verbal and written communication skills. • Hands on experience in MS Excel, Power Point presentations and Reporting knowledge. • Flexible to work in Shifts 24/7 Environment. • Ability to work under pressure and in strict timelines. • Exposure to online retail/ recovery will be an added advantage. Interested Candidates can call at 8467054123 or mail their cv at simmi@hiresquad.in

Leading BPO in Kolkata Hiring for Transactional Quality Manager International Voice Process Must be a Manager Quality or tenured Deputy Manager On papers in an International BPO in Voice process Experience in International Voice Process is Mandatory Over All Experience 8+ Years CTC UPTO 15LPA based on Last CTC & experience Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123 Role & responsibilities Act as a primary POC between the QA teams, OPS & clients. Recommended responsibilities include but are not limited to the following: Lead, manage, motivate, and mentor a team of Quality Analysts Drive consistency to ensure the strong quality performance and alignment across all programs Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across the program Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads Implement and drive the QA process and structure Identify possible issues and trends and give actionable insights while communicating them to relevant stakeholders Implement initiatives and projects to counteract any possible trends, drive business KPIs Aggregate audit findings and analyses gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency Analyses quality and performance trends to provide recommendations for program improvement Responsible for the delivery of vendor quality metrics at management reviews Key skills & knowledge: Excellent communication & interpersonal skills Excellent MS Office skills (presentation & excel) Should have good knowledge of FMEA identification and mitigation of vulnerabilities Excellent knowledge of Quality & Analytical tools Should be well versed with Qualitative concepts Should have worked on process improvement projects driving Customer Experience, Process Improvements & Profitability Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Assistant Manager Operation Dom CS Voice Process Min 6 Yrs exp, 2yrs AM on paper SLA, AHT, Attrition, Shrinkage,CSAT Immediate Joiner FLUENT in English &HINDI GRADUATE Call/WhatsApp cv to Neha 8287267407 Amit 8851792136 Required Candidate profile Work from Office-Bangalore only not for Kolkata and Hyderabad ..Apply those who can relocate in Bangalore Call/WhatsApp cv to Neha 8287267407 Amit 8851792136

Send resume to: Khushi@wissenpro.com Job Description: We are seeking an experienced Team Leader to oversee day-to-day operations in our BPO/KPO environment. The ideal candidate will be responsible for driving team performance, managing key metrics such as Attrition, Shrinkage, AHT (Average Handle Time), CSAT, and SLA compliance , and ensuring high levels of employee engagement and client satisfaction. Key Responsibilities: Lead and manage a team of associates to achieve defined KPIs. Monitor and control Attrition, Shrinkage , and ensure optimal resource utilization. Track and improve AHT , FCR (First Call Resolution), and quality scores. Conduct regular team meetings, coaching sessions, and performance reviews. Collaborate with operations and HR to address performance and behavioral issues. Prepare and analyze reports on operational performance and present insights to management. Key Skills: Strong command over operational metrics like Attrition, Shrinkage, AHT, CSAT, and Productivity . Leadership and people management skills. Excellent communication and conflict resolution abilities. Experience with CRM/ticketing tools and reporting systems.

Job Title: Team Leader Outbound Sales (International Process) Location: Gurgaon - DLF World Tech Park, 7th Floor, Tower B2 & B3, Sector 30, Gurugram, Haryana 122001 Experience: 210 years in outbound sales with at least 1 year in a team lead role Education: Minimum Graduation (completed) preferred Job Description: We are hiring a proactive and performance-driven Team Leader to oversee our outbound sales team for an international process. The ideal candidate should have prior experience managing sales teams and handling international customer interactions. Key Responsibilities: Manage and lead a team of outbound sales representatives Drive sales targets and monitor daily team performance Coach and mentor team members for performance improvement Ensure adherence to process and quality standards Handle customer escalations and complex queries Requirements: Minimum 2 years of outbound international sales experience At least 1 year in a team leadership role Excellent communication and team management skills Comfortable with night shifts or international time zones Graduation completed (preferred)

Strong project handling, operational management and team management skills Ability to drive performance and ensure high-quality service delivery experience in domestic customer service as a Team Leader Excellent spoken English communication skills

The Team Lead/Sr Team Lead is responsible for ensuring adherence to SLA,s & managing the overall workflow within the team. Will handle all team-related issues, including people management, conflict resolution & administrative tasks. Required Candidate profile Min 2 yrs exp as a TL in domestic voice process. Min of 5 yrs of exp in domestic Voice Program from BPO. Exp in Analyzing systems & procedures to identify areas for improvement & optimize efficiency.

Role Overview As a Management Trainee - Strategic Account Growth , you will play a key role in nurturing and expanding relationships with existing clients. This position is ideal for individuals looking to build a career in strategic account management, business growth, and customer success within the SaaS domain. You will work closely with senior team members to learn how to drive revenue growth through account expansion, ensure client satisfaction, and deliver continuous value throughout the customer lifecycle. Key Responsibilities Strategic Growth Initiatives Learn to identify upsell and cross-sell opportunities within existing accounts. Assist in building customer success plans aligned with business value and usage data. Support in tracking revenue expansion and retention metrics across accounts. Data-Driven Insights & Collaboration Analyze product usage data to identify patterns, opportunities, and risks. Coordinate with internal teams (Sales, Product, Marketing, and Support) to deliver integrated solutions. Contribute to feedback loops that improve client outcomes and influence product development. Customer Advocacy Help facilitate case studies, testimonials, and customer stories. Promote engagement through client surveys and customer advocacy campaigns. What We re Looking For MBA graduate from a Tier 2 or Tier 3 college (freshers or up to 2 years of experience). Strong communication, problem-solving, and stakeholder management skills. Analytical mindset with an interest in customer experience and SaaS products. Ability to multitask, learn quickly, and take initiative in a fast-paced environment. Immediate availability to join by 9th June 2025 . Key Metrics Youll Contribute To Upsell and cross-sell pipeline generation Account health and retention support Customer satisfaction (CSAT) & advocacy metrics Why Join Kapture CX? Work with a high-growth SaaS company serving global enterprise clients Gain hands-on experience in account strategy, customer growth, and business planning Mentorship and learning opportunities across teams Fast-track career progression in customer success and strategic partnerships

Urgent hiring for Process Trainer role at IEnergizer Noida!!! Click Here to Apply 9711881552 Designation: Process Trainer/Sr. Process Trainer Roles and Responsibilities: - Trained New Hired Trainee, conduct daily assessments, mock calls and designed Training Materials, Questionnaires and necessary tools. Train the trainees on essential customer service skills such as problem-solving, empathy and customer centric behavior. Monitoring and evaluating the performance of new and existing employees. Pre and Post Shift Briefing and download of every recent update on floor. Preparing reports like Training Calendar, maintaining Batch Tracker, attendance, RAG report and Calibrations etc. Collaborating with other trainers, SMEs, supervisors and managers to identify training needs and develop strategies. Conducted TNI, Refresher Trainings and Mapping their Efficacy for Improvement Ensuring timely delivery of training batches on floor along with supporting OJT Daily Dip check, monthly PKT through Gamification and shared reports with clients. Conducted Supervisor meet once in a week with OPS, Quality regarding the process updates. Desired Candidate Profile: - 1-4 years of experience in Process Training or Product Training in BPO/Call Centre industry. Excellent communication, presentation, and facilitation skills with the ability to engage diverse audiences. Proficiency in MS Office applications (Word, Excel, PowerPoint) for report preparation and presentation purposes. Perks & Benefits: - Corporate work environment Job Location - Noida Sec 60. Salary 45K Work From Office Interested candidates are requested to connect on below mentioned contact no. HR SHOBHA - 9711881552 We are looking for immediate joiners!!!

Role As a Team leader, you will be responsible for managing the team who does post-sales experience and membership renewal of our personalized customers. To be a successful Team leader, you should be proactive, patient, and able to work in a high-pressure environment. Ultimately, a top performing Team Leader is the one who is a product expert and demonstrates exceptional communication, problem solving and customer service skills. What you will do in this role Manage post-sales experience and service of premium members of Shaadi SELECT. Mentor and develop the team. Effectively manage shift operations. Strong Knowledge and Experience on Operational Metrics. (CSAT, AHT, Shrinkage, Quality scores, maintaining SLA, Attrition management). Handling Escalation calls of Customers. Track Customer Satisfaction & ensure closure of complaints. Strong Rapport building skills with Team & stakeholders, manage attrition in the team. Evolve more effective work process for improving customer interactions. Constantly monitor & review performance metrics for achievement of objective. To effectively manage Contact Centre operations for constant performance achievements. Identify relevant training needs of agents & ensure effective implementation. Interface with IT/HR/ Training/Quality in order to improve the teams Performance. What you should have 4 years experience developing the above skills. Experience must include tele-marketing job. Should be familiar with effective objection handling. Extremely detail oriented and ability to organize. Bachelors Degree. 5 Days Working (2 Rotational Week off) If Interested, please share resume on 7506053923

Roles & Responsibilites : Provide customer support via VOICE for international customers. Resolve customer queries and requests. Manage customer expectations and ensure customer satisfaction. Respond to customer inquiries. Regularly review customer feedback and take measures to improve customer service. Preferred candidate profile: Minimum 6-12months of experience in International is mandatory. Must be Immediate Joiner Ready to Relocate Perks and benefits: Both side cab , Loyalty bonus, Salary best in the industry 5 days working. If interested than send your updated resume on: Karan.sehgal1@techmahindra.com or Reach at - +91 9354359873

Job Role: Associate Manager Location: Hyderabad Required Qualification: Graduate or Postgraduate Overall Years of Experience and required Skill Sets: Minimum 5-7 years with hands in international voice process. Team handling experience Understanding of attrition, shrinkage occupancy, Service Level, AHT, CSAT, NPS Be attentive to details Be able to work in a fast-paced environment Have good working knowledge in MS Office applications: Word, excel, & PPT Be able to adjust quickly and smoothly to changing priorities and conditions Have ability to interpret data, identify trends, and make suggestions for improvements Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner Rotational shifts

Job description We Are Hiring for International voice Profile -: Associate / Senior Associate (Technical & customer Support) Languages req: Excellent English communication Requirement -: Good Communication Skills Exp-: 1- 5 yrs in int voice Shifts: Rotational Location : Bangalore, Hyderabad Responsibilities and Duties: The primary responsibilities of a Customer Service specialist would be: Handling escalations and complex queries. Manage large amounts of incoming and outgoing calls / Emails/ Chats Answer calls professionally to provide information about products and services, take/ cancel orders, or obtain details of complaints. Identify and assess customers needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Key skills required: Proven customer support experience or experience as a client service representative Excellent communications skills Ability to listen and active problem solving skills Good interpersonal skills Ability to handle pressure Ability to multi-task, prioritize, and manage time effectively Job Type: Full-time Qualification :Higher Secondary(12th Pass) / Any graduates (Note: All the rounds are Held through telephonic) Email : careers@glympsehr.com NOTE: - Please call or whatsapp Manya @6364808230 / 9606556306 / 9901777673 and schedule your telephonic interviews !! !!!Thanks & Regards HR TEAM!!!

Job Responsibilities: - Develops and maintains long-term relationships with accounts. - Generate revenue among client accounts, including upselling and cross-selling. - Collection of the raised invoices by the CSM. - Operates as the single point of contact for assigned customers. - Makes sure clients receive requested ducts and services in a timely fashion. - Communicates client needs to Decimal. - Gets involved in analysis of the requirements and coordinate internally with different internal stakeholders. - Forecasts and tracks client account metrics. - Identifies opportunities to grow business with existing clients. - Coordinate with other Channels, (Delivery, Platform, Support) working on the same account to ensure consistent service. - Service multiple clients concurrently, always meeting deadlines. - Coordinates for Prepare Requirement Document. - Achieve high Customer Satisfaction (CSAT). Desired Skills: - Excellent interpersonal skills with the ability to quickly build rapport with clients. - MBA from a reputable college. - Business knowledge of Banking, including Assets and Liabilities. - Strong connections in the industry will be preferable. - High comprehension capability and organizational skills. - Demonstrates unrelenting follow-up capabilities, comfortable being perceived at client premises. - active go-getter with effective crisis management skills and the ability to define priorities effectively. - Capable of multitasking in different domains

Job Opportunity: Senior Manager - Operations at IGT Solutions Location: Gurgaon IGT Solutions is seeking a highly skilled and experienced Senior Manager of Operations to oversee and lead multiple client business operations in our Global Digital BPM Contact Center Services environment. As a key member of our leadership team, you will report directly to the GM/VP Global Operations and manage a large team of 500-1000 FTEs across multiple business accounts. Key Responsibilities: Take ownership and responsibility for the P&L and overall Operations Management of 500+ FTE International Voice Customer Service Operations. Lead and drive both strategic and tactical operational direction for the operations team to achieve business goals. Interact closely with client stakeholders and internal leadership to ensure customer satisfaction and business success. Ensure all key performance metrics are met, including Staffing Adherence , Schedule Adherence , Customer Experience scores, and more. Lead cross-functional teams , including Voice , Back Office , WFM , Training , Quality , and more. Conduct weekly, monthly, and quarterly business reviews to monitor performance and implement changes as needed. Collaborate with teams such as Sales , Account Management , and Presales to expand business opportunities. Drive continuous improvements to enhance quality, CSAT , and business operations. Required Qualifications & Skills: 12-15 years of experience in BPO Operations at a leadership level, with a preference for Travel Operations experience. Deep knowledge of the Travel market , BPO competition, and industry trends. Graduation in any discipline. Lean or Six Sigma Green Belt/Black Belt certification (preferred). Proven ability to manage large teams, foster a team-oriented environment, and inspire leadership. Strong experience in data analysis , statistical process control , and problem-solving . Minimum 2 years of experience in a Senior Manager Operations role, managing International Travel accounts in Voice/Back Office Operations . Excellent communication (written and verbal) and interpersonal skills. Ability to collaborate with internal stakeholders and manage client relationships effectively. Personal Qualities: Motivated, innovative, and able to foresee market conditions. Strong people management and leadership skills with a collaborative approach. Confidence, flexibility, and resilience in a fast-paced, ever-changing environment. Integrity, commitment to delivering results, and a blend of a sales mindset In case interested, please share your resume on - sonam.singh1@igtsolutions.com or 9953150816 At IGT Solutions, we are committed to equal employment opportunities for all individuals, regardless of age, gender, race, religion, or any other factor. We promote an environment free from discrimination and harassment.

Role & responsibilities Customer Relationship Management l Ensure prompt and professional resolution of customer queries, complaints, and escalations during night hours. l Monitor customer interactions (calls, chats, emails) to ensure high-quality service. l Maintain and update CRM databases with accurate customer information. Team Management & Performance l Supervise, support, and motivate night shift CRM executives. l Conduct performance reviews, share feedback, and assist in skill development. l Ensure adequate shift planning and coverage. Process & Quality Compliance l Ensure compliance with company policies, service protocols, and quality standards. l Conduct regular audits of CRM logs and communications. l Initiate continuous improvement actions based on audit findings. Reporting & Communication l Generate and share nightly performance and incident reports with day shift teams and senior management. l Ensure smooth handovers with morning shift counterparts. l Log and escalate any major incidents or service outages immediately. Customer Feedback & Retention l Collect, analyze, and act on customer feedback received during the night. l Implement retention strategies for at-risk customers engaging during off-hours. Qualifications and Skills l Any Graduate / Post Graduate l 8+ years of experience in with at least 4-5 years in a managerial role. ( International Process ) l Strong leadership, communication, and interpersonal skills. l Proven experience managing CRM systems (preferably Kapture, Zoho, or similar platforms). l Strong analytical and problem-solving skills with a data-driven mindset. l Experience with customer engagement strategies and loyalty program management. l Familiarity with automation tools and contact center workflows. l Excellent communication, project management, and stakeholder collaboration abilities. Job Location - Andheri West ( Azad Nagar ) Shift Timing - 5:30pm 6:30 am - 9 hrs. Rotational Shifts ( Night Shift ) Preferred - Male Candidate