IntouchCX

About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. About The Job We are seeking a Full Stack Developer to play a role in the design, development and special projects for the client. The selected candidate will be responsible for ensuring all software solutions and enhancements are fully tested, debugged, and meet product quality standards while being delivered on time and on budget. Additionally, the role requires to perform a continuous review of technologies, industry standards, and industry-related developments, and make recommendations regarding the need for further research and associated changes. As Full Stack Developer, You Will… Work alongside a team of developers building tools to improve business operations and the lives of our global workforce Work in a fast-paced agile software development environment Develop applications that are used by thousands of people daily Interact with product stakeholders to show off your work and gain feedback Love technology and finding creative solutions to challenging problems As Full Stack Developer, You Have… Must have at least 2 years of Angular specific experience At least 1 year of software development experience and/or recent graduate with a great attitude Experience with user interface design, database structures and statistical analysis is a plus Strong knowledge of web technology stacks Experience with automated testing an asset Creative problem solving skills Ability to meet aggressive deadlines and handle multiple and complex projects Excellent communication skills Show more Show less

About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. About The Job The Subject Matter Expert (CSR2) plays a critical role within IntouchCX. The ideal candidate will provide front-line direction to our Customer Service Representatives, and ensure quality service is provided in every customer interaction. As Subject Matter Expert (CSR2), You Will… Represent our client partners, and learn and maintain knowledge of client brand and philosophy, as well as promotions and processes Be advocates and role models for our CSRs Promote the professional and personal development of individual team members by administering call evaluation feedback, training needs, and career opportunity programs Perform other duties as assigned As Subject Matter Expert (CSR2), You Have… High school diploma or equivalent (required) 2+ years experience in the call center and/or customer service industry Experience in coaching and mentoring Knowledge of call center systems, ACD/IVR and performance statistics Ability to work a variety of shifts, including days, evenings, and holidays Superior communication skills: Listening, verbal and written Skills in MS Office programs (Word, Excel and PowerPoint) Ability to type 30 WPM with accuracy Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations Ability to build rapport with clients and interact with team members at various position levels Engaging and successful communicator, speaker, and facilitator Ability to develop employees through positive motivation Strong analytical, problem solving and decision-making skills Comfort with technology and frequent technological change Adaptable to change and innovation Act as a role model and exemplify behaviors in line with our cultural values Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner Show more Show less

The Manager, Contact Management Configuration is responsible for managing and optimizing enterprise Dialer, SMS, and Inbound (IB) routing systems to support Collections and Recovery operations. This role involves configuration, administration, and performance monitoring of dialer strategies while collaborating with IT, Audit, and Strategy teams to improve operational efficiency. Key Responsibilities: Dialer & Contact Strategy Management: Support weekly/monthly adjustments to dialer configurations in alignment with collection strategies. Review and optimize dialer settings to enhance performance and ensure compliance. Oversee projects involving dialer support, ensuring operational effectiveness. Performance Monitoring & Analytics: Track daily strategy performance using reports and collaborate with the Contact Strategy team to improve KPI outcomes. Develop and implement performance monitoring dashboards and reporting tools. Suggest and execute new contact management strategies to maximize collections efficiency. Cross-Functional Collaboration: Work closely with Strategy, IT, Audit, and CDO teams to implement and refine contact management processes. Engage in daily operations reviews and compliance audits as needed. Compliance & System Administration: Ensure dialer operations comply with industry regulations and internal audit requirements. Maintain up-to-date documentation of system configurations, strategies, and performance reports. Other Responsibilities: Provide support for all related projects that require dialer expertise. Perform other duties as assigned to ensure seamless operations. Qualifications & Experience: 5+ years of experience in Dialer Operations or Dialer Administration within Financial Services or related industries. Experience in the Automotive Finance sector is a plus. Knowledge of telephony and ALM platforms is preferred. Bachelors degree in Business Administration, Finance, Accounting, Economics, or equivalent experience. Proficiency in Microsoft Excel, Access, Word, and PowerPoint. Work Environment: Office-based role with extended periods of sitting, standing, and walking. Moderate noise levels due to contact center operations

" About the Job The Subject Matter Expert (CSR2) plays a critical role within IntouchCX. The ideal candidate will provide front-line direction to our Customer Service Representatives, and ensure quality service is provided in every customer interaction. As Subject Matter Expert (CSR2), You Will Represent our client partners, and learn and maintain knowledge of client brand and philosophy, as well as promotions and processes Be advocates and role models for our CSRs Promote the professional and personal development of individual team members by administering call evaluation feedback, training needs, and career opportunity programs Perform other duties as assigned As Subject Matter Expert (CSR2), You Have High school diploma or equivalent (required) 2+ years experience in the call center and/or customer service industry Experience in coaching and mentoring Knowledge of call center systems, ACD/IVR and performance statistics Ability to work a variety of shifts, including days, evenings, and holidays Superior communication skills: Listening, verbal and written Skills in MS Office programs (Word, Excel and PowerPoint) Ability to type 30 WPM with accuracy Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations Ability to build rapport with clients and interact with team members at various position levels Engaging and successful communicator, speaker, and facilitator Ability to develop employees through positive motivation Strong analytical, problem solving and decision-making skills Comfort with technology and frequent technological change Adaptable to change and innovation Act as a role model and exemplify behaviors in line with our cultural values Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner ","

Job Description: Transport Management: Making sure vehicles are properly maintained. Inspecting vehicles. Arranging repairs and routine maintenance. Ensuring that all drivers and operators have the correct, up-to-date qualifications. Reducing the risk of vehicle overloading. Maintaining and completing accurate records. General Transportation Responsibilities : Managing the execution, direction, and coordination of all transportation matters within the organization. Coordinate the movement of goods, products, materials, or people, ensure adherence to industry regulations, and prepare transportation schedules. To provide comprehensive management of services covering all transport services to the agents, with a focus on continuous improvement. Maintain appropriate records of all reports to ensure smooth operations. Routinely Inspect all services to ensure performance measures are being maintained. Participate in Emergency Evacuation procedures including crisis management and business continuity. Independently handle, supervise and have command over Routings, Telephones, Shift handling, etc. Maintaining MIS reports on a daily basis. Job Type: Full-time Pay: ₹25,000.00 - ₹35,000.00 per month Benefits: Food provided Health insurance Provident Fund Schedule: Rotational shift Work Location: In person Expected Start Date: 09/06/2025

Job description Greetings From Intouch CX!! We are hiring for International voice Process (Immediate Joiners are preferred ) ( Customer support) Eligibility: Fresher (or ) A minimum of 6 Months of experience of Support with international Clients A post-secondary degree in any major Institute Fluency in spoken English Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions. The ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer Excellent communication skills and high emotional intelligence Excellent problem solving and customer service skills Strong analytical & Interpersonal skills The ability to be a self-starter, a sense of urgency, and the ability to remain calm under pressure A flexible schedule Must be okay to work nights Benefits of working as a Customer Service Associate: An attractive compensation package with performance-based incentives Incredible learning and growth opportunities Outstanding rewards and recognition program & employee engagement activities Transport while working on-site Medical Insurance PF and ESI / Health Insurance 2 way transportation both pick up & drop Incentive plans based on performance 5 working days with 2 week offs Preferred Skills/Abilities/Exposure: Graduate/Post Graduate/UG is Also Fine (Note: Not Pursuing Graduation) Should possess effective and excellent communication skills (Verbal & Written) Willing to work in Rotational Shifts, Night Shifts & Graveyard Shifts 100% Work from Office Package: Work Location: Hyderabad (Kokapet or Raheja Mind Space) Incentives based on performance. Role: Voice / Blended - Other Industry Type: IT Services & Consulting Department: Customer Success, Service & Operations Employment Type: Full Time, Permanent Role Category: Voice / Blended Education UG: Graduation Not Required Key Skills Skills highlighted with are preferred keyskills Excellent CommunicationTechnical Voice ProcessStrong Communication SkillsInternational Voice Process Verbal Communication Interested Candidates Share Resumes to mahanthi.saikiran@intouchcx.com Sai kiran HR : 9581035159 (No calls only WhatsApp)

Job Summary: Join our IntouchCX team as a Customer Service Agent to help customers reduce their bills and optimize service usage. You will analyze customer usage, identify savings opportunities, and offer personalized solutions to meet their budget goals. Key Responsibilities: Bill Analysis: Identify opportunities to reduce customer bills based on usage patterns. Solution Development: Offer tailored plans, promotions, and cost-saving options. Customer Communication: Provide clear explanations and exceptional customer service. Issue Resolution: Resolve billing and usage concerns promptly and professionally. Sales / Upsell: Recommend and upsell additional services while ensuring a positive customer experience. Requirements: 1-2 years of customer service experience, ideally in a voice call center environment. Sales experience is a plus. Strong analytical, communication, and problem-solving skills. Knowledge of products, services, and pricing. Ability to upsell solutions that benefit the customer. Preferred Qualifications: Experience in telecommunications or customer service industries. Relevant customer service certifications. Sales exposure in a voice center is a plus. flexible with rotational night shifts and week offs No leaves for next 6 months What We Offer: Competitive compensation and benefits. PF and ESI Free transportation up to 25km upon checking hiring radius Career development opportunities in a dynamic environment. Interested Candidates please Reach out below mentioned recruiter/Walk in to below mention location and mention top of resume recruiter name and Carry Aadhar Card along with the resume Divya 8660530720 Mode of Interview Face to Face Walkin location: B16, Mindspace, 5th floor, back side of Inorbit mall https://maps.app.goo.gl/Cr8siKxC8wQpV7sE9 Walkin timing: 11:30AM - 3:30PM

About IntouchCX Walkin Drive 2025 We are IntouchCX, where innovation meets industry, where dreamers meet doers, and where scale meets soul. We are revolutionizing the global customer experience across all industries, delivering value-driven CX management, digital engagement, and AI and automation solutions to the world’s best-known brands. IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. Candidates Also Search: Walkin Interview Jobs IntouchCX Walkin Drive 2025 Details Company Name IntouchCX Job Role Customer Support Executive Job Type Full Time Job Location Hyderabad Education Any Degree Career Level 0 – 1 Years Salary Not Mentioned Company Website www.intouchcx.com Job Description For IntouchCX Walkin Drive 2025 Candidates Also Search: BPO Jobs Fresher (or ) A minimum of 6 Months of experience of Support with international Clients A post-secondary degree in any major Institute Fluency in spoken English Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions. The ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer Excellent communication skills and high emotional intelligence Excellent problem solving and customer service skills Strong analytical & Interpersonal skills The ability to be a self-starter, a sense of urgency, and the ability to remain calm under pressure A flexible schedule Must be okay to work nights Benefits of working as a Customer Service Associate: An attractive compensation package with performance-based incentives Incredible learning and growth opportunities IntouchCX Walkin Drive 2025 Application Process DOUBLE CLICK TO APPLY ONLINE ! We wish you the best of luck in your IntouchCX Walkin Drive 2025 . May your talents shine, and may you find the perfect opportunity that not only meets your professional goals but also brings joy to your everyday work. Show more Show less

About IntouchCX Careers 2025 We are IntouchCX, where innovation meets industry, where dreamers meet doers, and where scale meets soul. We are revolutionizing the global customer experience across all industries, delivering value-driven CX management, digital engagement, and AI and automation solutions to the world’s best-known brands. IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. Candidates Also Search: Software Engineer Jobs IntouchCX Careers 2025 Details Company Name IntouchCX Job Role Full Stack Developer Job Type Full Time Job Location Hyderabad Education BE/ B.Tech Career Level 0 – 2 Years Salary Not Mentioned Company Website www.Intouchcx.com Job Description For IntouchCX Careers 2025 Candidates Also Search: Fresher Jobs We are seeking a Full Stack Developer to play a role in the design, development and special projects for the client. The selected candidate will be responsible for ensuring all software solutions and enhancements are fully tested, debugged, and meet product quality standards while being delivered on time and on budget. Additionally, the role requires to perform a continuous review of technologies, industry standards, and industry-related developments, and make recommendations regarding the need for further research and associated changes. As Full Stack Developer, You Will… Work alongside a team of developers building tools to improve business operations and the lives of our global workforce Work in a fast-paced agile software development environment Develop applications that are used by thousands of people daily Interact with product stakeholders to show off your work and gain feedback Love technology and finding creative solutions to challenging problems Candidates Also Search: BE/ B.Tech Jobs As Full Stack Developer, You Have… Must have at least 2 years of Angular specific experience At least 1 year of software development experience and/or recent graduate with a great attitude Experience with user interface design, database structures and statistical analysis is a plus Strong knowledge of web technology stacks Experience with automated testing an asset Creative problem solving skills Ability to meet aggressive deadlines and handle multiple and complex projects Excellent communication skills IntouchCX Careers 2025 Application Process DOUBLE CLICK TO APPLY ONLINE ! We wish you the best of luck in your IntouchCX Careers 2025 . May your talents shine, and may you find the perfect opportunity that not only meets your professional goals but also brings joy to your everyday work. Show more Show less

ROLE: Customer Service Associate We are currently Hiring for International Non Voice Process | Customer Service Associate Contact HR Samuel 8147091053 About IntouchCX IntouchCX is a global customer care and technology company. With over 20 years of experience, 18,000+ team members, and campuses around the globe, we’re obsessed with providing remarkable customer experiences for the world’s most innovative brands. About the Job Are you a self-motivated individual, have excellent customer service skills, and love learning about new technology? Then this is the role for you! We’re looking for a Customer Service Associate- Non-Voice to provide intelligent and engaging email/chat responses to our tech-savvy and passionate customers. As a Customer Service Associate , You Will… Provide support and resolve technical issues via emai; & call and other electronic communications. Build credibility and trust with the customer by empathizing with their problem in words, proactively understanding their needs and responding promptly to resolve their issue. Apply advanced troubleshooting techniques to provide unique solutions to the customer's individual needs. Leverage your experience to provide feedback to the team on how to improve our services. Drive customer communication during critical events. As a Customer Service Associate - Non-Voice, You Have… 6 months to 4 years of customer service. experience through phone, email and chat. Fluency in written English. Experience in the gaming/tech support (asset). Excellent oral and/or written communication skills. Customer service experience with strong customer focus. Excellent team player with experience and passion for gaming. Strong multi-tasking skills. Strong analytical and troubleshooting skills. The enthusiasm to be a self-starter who is excited about learning new technologies on a daily basis. Benefits of working as a Customer Service - Non-Voice: An attractive compensation package with performance-based incentives. Incredible learning and growth opportunities. Outstanding rewards and recognition program & employee engagement activities. Free Food and Transport while working on-site. Medical Insurance Job Type: Full-time Pay: ₹16,000.00 - ₹30,000.00 per month Benefits: Commuter assistance Food provided Health insurance Internet reimbursement Schedule: Rotational shift Supplemental Pay: Performance bonus Education: Higher Secondary(12th Pass) (Preferred) Experience: Customer service: 1 year (Preferred) Customer support: 1 year (Preferred) Language: English (Preferred)

ROLE: Customer Service Associate We are currently Hiring for International Non Voice Process | Customer Service Associate Contact HR Samuel 8147091053 About IntouchCX IntouchCX is a global customer care and technology company. With over 20 years of experience, 18,000+ team members, and campuses around the globe, we’re obsessed with providing remarkable customer experiences for the world’s most innovative brands. About the Job Are you a self-motivated individual, have excellent customer service skills, and love learning about new technology? Then this is the role for you! We’re looking for a Customer Service Associate- Non-Voice to provide intelligent and engaging email/chat responses to our tech-savvy and passionate customers. As a Customer Service Associate , You Will… Provide support and resolve technical issues via emai; & call and other electronic communications. Build credibility and trust with the customer by empathizing with their problem in words, proactively understanding their needs and responding promptly to resolve their issue. Apply advanced troubleshooting techniques to provide unique solutions to the customer's individual needs. Leverage your experience to provide feedback to the team on how to improve our services. Drive customer communication during critical events. As a Customer Service Associate - Non-Voice, You Have… 6 months to 4 years of customer service. experience through phone, email and chat. Fluency in written English. Experience in the gaming/tech support (asset). Excellent oral and/or written communication skills. Customer service experience with strong customer focus. Excellent team player with experience and passion for gaming. Strong multi-tasking skills. Strong analytical and troubleshooting skills. The enthusiasm to be a self-starter who is excited about learning new technologies on a daily basis. Benefits of working as a Customer Service - Non-Voice: An attractive compensation package with performance-based incentives. Incredible learning and growth opportunities. Outstanding rewards and recognition program & employee engagement activities. Free Food and Transport while working on-site. Medical Insurance Job Type: Full-time Pay: ₹16,000.00 - ₹30,000.00 per month Benefits: Commuter assistance Food provided Health insurance Internet reimbursement Schedule: Rotational shift Supplemental Pay: Performance bonus Education: Higher Secondary(12th Pass) (Preferred) Experience: Customer service: 1 year (Preferred) Customer support: 1 year (Preferred) Language: English (Preferred)

Dear Candidate, Greetings from Intouch CX for international Non-voice customer support hiring ( Permanent Role ) Semi voice Process (Work from Office) Need Only international Voice Calling Experiences HR Apoorva Contact- 7022226234 / 9148186691 Recruiter Name- Apoorva Contact Before schedule the interview Mention Apoorva the top of your resume before coming for an interview in office. Designation: Associate and Senior Associate For Semi voice process Responsibilities: International voice process II English Communication • Contacting existing customers as well as prospective customers on email • Obtaining customer information and other relevant data Need Min Email Chat Experiences • Asking questions to the customer and understanding their need Resolving customer queries and issues related to the products and service Qualifications :PUC (12th)/ Diploma (3years) / undergraduates / BE / B.Tech and graduates from any stream are eligible to apply Candidates with prior relevant (BPO) and non-relevant (other domain) experience are eligible to apply Salary Range semi Voice up to INR 4.5 Lp + (Incentive ) With 2 way cab and free Food provided. Benefits: • 2 way free cabs • Medical insurance for self • 5 days working • 2 days rotational offs • Permanent night shifts/ Rotational shifts Interview Rounds: • HR round • Online Assessment • Operations round Note: Need immediate joiners • 0-15 days Notice period/ Immediate Joiner • Work from office only • No general day shifts • Must have copies of all academic and experience (if applicable) certificates, Aadhar Card (mandatory). • If shortlisted in the interview process, make sure to be active on calls and e-mails. HR Apoorva Contact- 7022226234 / 9148186691

Walk-In Drive: Bulk Hiring Recruiter | Intouch CX Location: Raheja Mind space, B-16, Hitech City, Hyderabad Working Days: 5 Days a Week | Weekly Offs: 2 Days Transport: Two-Way Cab Facility (Pick & Drop) About the Role: Were hiring Volume/Bulk Hiring Recruiters to join our dynamic Talent Acquisition team at Intouch CX . If you're passionate about recruitment and thrive in a fast-paced environment, wed love to meet you! Key Responsibilities: End-to-end recruitment for bulk hiring (Voice/Non-Voice/Customer Support roles) Conducting walk-ins, initial screenings, and coordinating interviews Managing high volumes of applications and daily closures Sourcing candidates via job portals, social media, and internal databases Ensuring a seamless candidate experience Desired Candidate Profile: 12 years of experience in volume/bulk hiring (BPO/KPO preferred) Excellent communication and interpersonal skills Immediate Joiners Preferred Should be comfortable working from office (Raheja B-16, Hitech City) Perks & Benefits: 5 Days Working 2 Weekly Offs Two-Way Cab Facility Competitive Salary + Incentives Great Work Culture Walk-In Details: Venue: Intouch CX, Raheja B-16- (5th Floor), Hitech City Timings: 12:00 PM – 4:00 PM Note: Don’t forget to carry a copy of your resume and a Govt Photo ID. Join Us & Accelerate Your Career in Talent Acquisition! Contact Person Name: Mohammed Abdul Kaleem

About the Role: We are seeking a dynamic and experienced Team Lead to oversee our voice-based sales and customer success operations. The ideal candidate will have a strong background in managing sales teams, driving customer retention strategies, and ensuring exceptional customer experiences. This role requires a proactive leader who can motivate teams, analyze performance metrics, and implement strategies to achieve business objectives. Key Responsibilities: Team Leadership: Manage and mentor a team of sales and customer success representatives, fostering a high-performance culture.Glassdoor+10Expertia+10Expertia+10 Sales Management: Develop and implement sales strategies to meet and exceed targets, focusing on upselling and cross-selling opportunities. Built In+5Expertia+5JobLeads+5 Customer Retention: Design and execute customer retention programs to minimize churn and enhance customer loyalty. Performance Monitoring: Track team performance using KPIs, providing regular feedback and coaching to ensure continuous improvement.Guru+11Greenhouse+11Expertia+11 Process Optimization: Identify and implement process improvements to enhance efficiency and customer satisfaction. Cross-Functional Collaboration: Work closely with marketing, product, and support teams to align strategies and deliver cohesive customer experiences.Expertia+2Greenhouse+2Upwork+2 Reporting: Prepare and present regular reports on sales performance, customer feedback, and retention metrics to senior management. Built In+2Expertia+2Greenhouse+2

About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. About the Job We are seeking a Communications Skills Trainer to conduct soft skills and language training for new hires based on the roadmaps defined. The ideal candidate will also carry out floor support interventions. As Communication Skills Trainer, You Will… Deliver sessions for new hires, tenured employees, and cross-functional teams Support production associates on a real time basis Monitor voice and digital interactions live and provide timely responses that defuse customer dissatisfaction Work with associates in Academy Bay Evaluate customer and associate interactions on the stipulated Evaluation form and score the associates basis their performance on soft skills and resolution (If need be) Study top performers customer interactions and disseminate best practices across the account Collates WOW chats for future reference Provide timely feedback either to the associates or to their TLs emailing a copy to the participants and stakeholders Document feedback and evaluations on associate customer interactions Publish scores of the groups that the trainer is working with Conduct small group training sessions Conduct call listening and chat & email readout sessions for the associates Recommend remedial and refresher courses to be assigned basis associates’ performance on the floor Flag off EWS to the stakeholders if there are any Participate in weekly business reviews and provide inputs asked for Roll out knowledge checks once a month Prepare worksheets and other job-aids for associates reference Conduct Dsat analysis from the language and soft skills perspective Prepare and publish weekly report with effort and outcomes Maintain a repository of suggested responses mandatorily for review and dissipation Assess prospective candidates/employees on language proficiency As Communication Skills Trainer, You Have… 1 to 3 years of relevant domain experience is compulsory Post-secondary degree & above is preferred Available to work in weekends Commitment to work in any site in Hyderabad Excellent facilitation skill Strong knowledge in English grammar Strong verbal and spoken proficiency in English Ability to handle a class of 20 to 50 Trainees Intermediate to Advanced level proficiency in Google Suite and Windows Operating System Typing speed of 35 WPM with a minimum of 95% accuracy A positive work ethic and commitment to the tasks assigned Adaptability to trends within the organization Compliancy to the organizational policies and standards Flexible availability during business exigencies

About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. About the Job We are seeking a Communications Skills Trainer to conduct soft skills and language training for new hires based on the roadmaps defined. The ideal candidate will also carry out floor support interventions. As Communication Skills Trainer, You Will… Deliver sessions for new hires, tenured employees, and cross-functional teams Support production associates on a real time basis Monitor voice and digital interactions live and provide timely responses that defuse customer dissatisfaction Work with associates in Academy Bay Evaluate customer and associate interactions on the stipulated Evaluation form and score the associates basis their performance on soft skills and resolution (If need be) Study top performers customer interactions and disseminate best practices across the account Collates WOW chats for future reference Provide timely feedback either to the associates or to their TLs emailing a copy to the participants and stakeholders Document feedback and evaluations on associate customer interactions Publish scores of the groups that the trainer is working with Conduct small group training sessions Conduct call listening and chat & email readout sessions for the associates Recommend remedial and refresher courses to be assigned basis associates’ performance on the floor Flag off EWS to the stakeholders if there are any Participate in weekly business reviews and provide inputs asked for Roll out knowledge checks once a month Prepare worksheets and other job-aids for associates reference Conduct Dsat analysis from the language and soft skills perspective Prepare and publish weekly report with effort and outcomes Maintain a repository of suggested responses mandatorily for review and dissipation Assess prospective candidates/employees on language proficiency As Communication Skills Trainer, You Have… 1 to 3 years of relevant domain experience is compulsory Post-secondary degree & above is preferred Available to work in weekends Commitment to work in any site in Hyderabad Excellent facilitation skill Strong knowledge in English grammar Strong verbal and spoken proficiency in English Ability to handle a class of 20 to 50 Trainees Intermediate to Advanced level proficiency in Google Suite and Windows Operating System Typing speed of 35 WPM with a minimum of 95% accuracy A positive work ethic and commitment to the tasks assigned Adaptability to trends within the organization Compliancy to the organizational policies and standards Flexible availability during business exigencies

About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. About the Job We’re changing the way people think about customer care, and we need your help! We’re searching for a Senior Team Lead to provide leadership to Customer Service Representatives and collaborate with Team Leaders on things like performance. training, development and employee recognition. This role is responsible for directing and managing operational activities and contributing to the campus’s overall strategic direction. As Senior Team Lead, You Will… Provide supervision to Customer Service Representatives (CSR) and Team Leads, ensuring proper training, support and customer service is delivered Promote professional and personal development of individual team members through performance evaluations, training needs, coaching and career opportunity programs Negotiate and mediate with customers or CSRs when required to resolve issues and meet expectations Learn and maintain extensive knowledge of client philosophy and service processes to ensure quality customer service Interview, select, train and facilitate onboarding for new team members Perform data analysis and manage performance Authorize and coordinate changes in staffing schedules Support business development initiatives As Senior Team Lead, You Have… High school diploma or equivalent (required) Some post-secondary education or completion of a post-secondary degree with a major in Business (asset) A background in client relationship management (asset) 2-3 years of experience in the contact center industry, with at least 2 years in a Team Lead/Supervisory role Customer service experience in a high call volume contact center environment (preferred) Experience maintaining and developing operational statistics, financial management information and results reporting Excellent verbal and written communication skills Strong leadership, analytical, problem solving and decision making skills The ability to work in and adapt to a fast-paced, dynamic, always changing environment The ability to organize and follow-up on multiple tasks with accuracy and timeliness The capability to perform intermediate mathematical functions The ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds The ability to influence and motivate employees to attain program goals The ability to work a variety of shifts including days, afternoons, evenings and holidays

About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. About the Job As the Service Desk Team Lead in Remote Support, you will be responsible for overseeing a team of remote support analysts, ensuring the delivery of high-quality technical support to end-users. Your role involves leading and coordinating the team, managing escalations, optimizing remote support processes, fostering a collaborative and efficient work environment and encouraging productivity and innovation. As Service Desk Team Lead, You Will… Lead, mentor, and motivate a team of remote support analysts Conduct regular one-on-one and team meetings to ensure effective communication and address team needs Manage SLAs for responsiveness, completeness of solutions provided, and user satisfaction. Overview incidents based on its priorities and channelized to obtain an effective resolution within prescribed SLA Produce and collect impeccable operational data in no time Provide leadership to ensure the team has the tools, training, and mentorship required to succeed. Also, could lead, train and mentor team members, both from a technical and non-technical perspective Monitor team performance and individual analyst metrics Provide constructive feedback and implement performance improvement plans as necessary Monitor metrics (e.g. KPI, SLA, etc.) to evaluate and improve performance Continuously evaluate and optimize remote support processes for efficiency and effectiveness Implement best practices to enhance the overall quality of support services Overview and take ownership of any notification Produce and maintain technology process documentation Up scale the internal IT parameters (CMDB, Service Catalog etc) Establish and optimize schedules to keep staff coverage and service in line with forecasted demands Monitor agent calls, analyze performance and provide valuable feedback as well as chart out plans for improvement in quality & service standards Act as an effective escalation point and overview all issues, requests coming from/to Global Service Desk, ensuring that requests / ticket journey is followed as per agreed SLA Create reports on advanced excel, slides and necessary IT operational documents (SOPs, TSBs etc.) Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for end users As Service Desk Team Lead, You Have… Must be a fulltime technical graduate Must have at least 7 + years of experience in IT operations at least 2 years as a TL or Supervisor Experience in knowledge management content development (create, edit, validate and manage knowledge articles) or technical writing Remote support experience necessary Must be familiar with problem, defect and incident management Must have experience in working on ticketing system tools like Jira, Service Now or Remedy Familiarity with IT service management (ITSM) processes and tools Relevant certifications (e.g., CompTIA A+, Network+, ITIL) are a plus ITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management Hands-on work experience with the following: Windows Operating systems Active Directory Office 365 user administration G Suite user administration User account creation for Active Directory, Exchange Mailboxes, Distribution lists VPN and VDI Ability to work well in a dynamic environment and multi-task (short delivery timescales; an evolutionary business environment with changing requirements and priorities; interaction with business users and other technology teams etc.) Must demonstrate a strong analytical and problem-solving skill Must be self-motivated, with strong ability to work both independently and with teams and managers as appropriate Must have experience performing root cause analysis and collaborating with technical teams of diverse IT related skill sets High levels of productivity and effectiveness Effective verbal and written communicator, able to adapt delivery style and language to suit the audience Able to win respect by working with people at all levels across IT and within the business Strong presentation skills including formal and informal presentation of work and assessments to critical audiences Must have keen attention to detail Flexible to work in shifts and extended hours

About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. About The Job We’re changing the way people think about customer care, and we need your help! We’re searching for a Senior Team Lead to provide leadership to Customer Service Representatives and collaborate with Team Leaders on things like performance. training, development and employee recognition. This role is responsible for directing and managing operational activities and contributing to the campus’s overall strategic direction. As Senior Team Lead, You Will… Provide supervision to Customer Service Representatives (CSR) and Team Leads, ensuring proper training, support and customer service is delivered Promote professional and personal development of individual team members through performance evaluations, training needs, coaching and career opportunity programs Negotiate and mediate with customers or CSRs when required to resolve issues and meet expectations Learn and maintain extensive knowledge of client philosophy and service processes to ensure quality customer service Interview, select, train and facilitate onboarding for new team members Perform data analysis and manage performance Authorize and coordinate changes in staffing schedules Support business development initiatives As Senior Team Lead, You Have… High school diploma or equivalent (required) Some post-secondary education or completion of a post-secondary degree with a major in Business (asset) A background in client relationship management (asset) 2-3 years of experience in the contact center industry, with at least 2 years in a Team Lead/Supervisory role Customer service experience in a high call volume contact center environment (preferred) Experience maintaining and developing operational statistics, financial management information and results reporting Excellent verbal and written communication skills Strong leadership, analytical, problem solving and decision making skills The ability to work in and adapt to a fast-paced, dynamic, always changing environment The ability to organize and follow-up on multiple tasks with accuracy and timeliness The capability to perform intermediate mathematical functions The ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds The ability to influence and motivate employees to attain program goals The ability to work a variety of shifts including days, afternoons, evenings and holidays Show more Show less

About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. About The Job As the Service Desk Team Lead in Remote Support, you will be responsible for overseeing a team of remote support analysts, ensuring the delivery of high-quality technical support to end-users. Your role involves leading and coordinating the team, managing escalations, optimizing remote support processes, fostering a collaborative and efficient work environment and encouraging productivity and innovation. As Service Desk Team Lead, You Will… Lead, mentor, and motivate a team of remote support analysts Conduct regular one-on-one and team meetings to ensure effective communication and address team needs Manage SLAs for responsiveness, completeness of solutions provided, and user satisfaction. Overview incidents based on its priorities and channelized to obtain an effective resolution within prescribed SLA Produce and collect impeccable operational data in no time Provide leadership to ensure the team has the tools, training, and mentorship required to succeed. Also, could lead, train and mentor team members, both from a technical and non-technical perspective Monitor team performance and individual analyst metrics Provide constructive feedback and implement performance improvement plans as necessary Monitor metrics (e.g. KPI, SLA, etc.) to evaluate and improve performance Continuously evaluate and optimize remote support processes for efficiency and effectiveness Implement best practices to enhance the overall quality of support services Overview and take ownership of any notification Produce and maintain technology process documentation Up scale the internal IT parameters (CMDB, Service Catalog etc) Establish and optimize schedules to keep staff coverage and service in line with forecasted demands Monitor agent calls, analyze performance and provide valuable feedback as well as chart out plans for improvement in quality & service standards Act as an effective escalation point and overview all issues, requests coming from/to Global Service Desk, ensuring that requests / ticket journey is followed as per agreed SLA Create reports on advanced excel, slides and necessary IT operational documents (SOPs, TSBs etc.) Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for end users As Service Desk Team Lead, You Have… Must be a fulltime technical graduate Must have at least 7 + years of experience in IT operations at least 2 years as a TL or Supervisor Experience in knowledge management content development (create, edit, validate and manage knowledge articles) or technical writing Remote support experience necessary Must be familiar with problem, defect and incident management Must have experience in working on ticketing system tools like Jira, Service Now or Remedy Familiarity with IT service management (ITSM) processes and tools Relevant certifications (e.g., CompTIA A+, Network+, ITIL) are a plus ITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management Hands-on work experience with the following: Windows Operating systems Active Directory Office 365 user administration G Suite user administration User account creation for Active Directory, Exchange Mailboxes, Distribution lists VPN and VDI Ability to work well in a dynamic environment and multi-task (short delivery timescales; an evolutionary business environment with changing requirements and priorities; interaction with business users and other technology teams etc.) Must demonstrate a strong analytical and problem-solving skill Must be self-motivated, with strong ability to work both independently and with teams and managers as appropriate Must have experience performing root cause analysis and collaborating with technical teams of diverse IT related skill sets High levels of productivity and effectiveness Effective verbal and written communicator, able to adapt delivery style and language to suit the audience Able to win respect by working with people at all levels across IT and within the business Strong presentation skills including formal and informal presentation of work and assessments to critical audiences Must have keen attention to detail Flexible to work in shifts and extended hours Show more Show less