Greetings from IntouchCX !We are currently Hiring for International Non Voice Process | Email and Chat support Contact : HR KenPhone number : 7406234123 Email I'd : kenialbert.hr@intouchcx.com Location: Bangalore( Face to Face Interview)If you're interested in this position, you can revert me back or you can directly contact me on the above number.The role of the Customer Service Associate (CSA) - Non Voice, will be responsible for:- Having daily interactions with the customer to handle issues from end to end via chat and Email Going the extra mile to engage customers in solving issues and ensuring satisfaction Quickly and effectively building rapport with customers while diagnosing and resolving issues Providing white glove service and having the ability to provide an overall excellent customer experience • Managing customer expectations regarding estimated response times.Requirements:- An obligation to deliver exceptional customer service Receive inbound calls to gather and verify required information and do utmost within their power to solve customer problems • Have excellent judgment skills to be able to properly evaluate situations and immediately by providing effective solutionsAbility to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer Actively listen to the customer, and show empathy and patience • Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken Ensure policies and procedures are followed on all calls Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer Learn and retain a thorough working knowledge of all existing and new process and procedures • Achieve assigned Key Performance Indicators e.g. Chat Quality, CSAT & DSAT • Attend Team Meetings/additional training sessions as scheduled • Performs other duties as assigned.Educational/Work Experience and Requirements:- Must successfully pass a background check High school diploma or equivalent required Post secondary degree is a plus Must have at least six months customer service experience or equivalentBenefits:-An attractive compensation package with performance-based incentives Incredible learning and growth opportunities Outstanding rewards and recognition program & employee engagement activitiesFree Food and Transport while working on-site Medical InsuranceContact : HR Ken,Phone number : 7406234123 Email : kenialbert.hr@intouchcx.com

Greetings from IntouchCX !We are currently Hiring for International Non Voice Process | Email and Chat supportContact : HR Meghana AC Phone number : 9620689154Email I'd : ac.meghana@intouchcx.comLocation: Bangalore( Face to Face Interview)If you're interested in this position, you can revert me back or you can directly contact me on the above number.The role of the Customer Service Associate (CSA) - Non Voice, will be responsible for:-• Having daily interactions with the customer to handle issues from end to end via chat and Email• Going the extra mile to engage customers in solving issues and ensuring satisfaction• Quickly and effectively building rapport with customers while diagnosing and resolving issues• Providing white glove service and having the ability to provide an overall excellent customer experience• Managing customer expectations regarding estimated response times.Requirements:-• An obligation to deliver exceptional customer service• Receive inbound calls to gather and verify required information and do utmost within their power to solve customer problems• Have excellent judgment skills to be able to properly evaluate situations and immediately by providing effective solutions• Ability to learn new skills and quickly absorb and interpret new information, products, and• features from the perspective of the customer• Actively listen to the customer, and show empathy and patience• Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken• Ensure policies and procedures are followed on all calls• Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer• Learn and retain a thorough working knowledge of all existing and new process and procedures• Achieve assigned Key Performance Indicators e.g. Chat Quality, CSAT & DSAT• Attend Team Meetings/additional training sessions as scheduled• Performs other duties as assigned.Educational/Work Experience and Requirements:-• Must successfully pass a background check• High school diploma or equivalent required• Post secondary degree is a plus• Must have at least six months customer service experience or equivalentBenefits:-• 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 Contact : HR Meghana AC , Phone number : 9620689154 ,Email I'd : ac.meghana@intouchcx.com

Job descriptionGreetings from Intouch cx !!We are currently hiring for an immediate opportunity for an International Non Voice (Gaming Project).Interested candidates can contactHR Rilson Dsouza @ 8147091046Email : rilson.dsouza@intouchcx.comJob Title Customer Service Associate (CSA):The role of the Customer Service Associate (CSA) - Non-Voice, will be responsible for:Providing support and resolve technical issues via email and other electronic communicationsBuilding credibility and trust with the customer by empathizing with their problem in wordsProactively understanding their needs and responding promptly to resolve their issueApplying advanced troubleshooting techniques to provide unique solutions to the customers individual needsLeveraging their experience to provide feedback to the team on how to improve client servicesDriving customer communication during critical eventsEssential Functions:An obligation to deliver exceptional customer serviceReceive emails and chats to gather and verify required information and do utmost within their power to solve customer problemsDemonstrate empathy and patience to the customerDemonstrate enthusiasm to be a self-starter who is excited about learning new technologies on a daily basisProvide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be takenEnsure policies and procedures are followedMaintain thorough knowledge of systems so that information can be researched and proper information is given to customerLearn and retain a thorough working knowledge of all existing and new process and proceduresAchieve assigned Key Performance Indicators e.g. Call Handle Time, Quality, CSAT & DSATAttend Team Meetings/additional training sessions as scheduledPerforms other duties as assignedCritical Skills:Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciationAbility to listen attentively and to use information provided by clients to tailor responses and actions to meet the clients specific needsAbility to work in a fast-paced, hectic, changing environmentAbility to organize and follow-up multiple tasks/details with accuracy and timelinessAbility to operate a personal computerAbility to adhere to all organizational policies and proceduresAbility to work a variety of shifts including days, afternoons, evenings, weekends and holidaysAbility to perform basic mathematical functionsAbility to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgroundsEducational/Work Experience and Requirements:Must successfully pass a background checkPlus 2 is a must Graduation degree is a plusMust have at least six months customer service experience or equivalentExperience in the gaming/tech support industry is a plusPerks and Benefits:2 way free cab and food providedAttractive incentives and attendance bonus is also providedRole: Email Support Industry Type: BPM / BPODepartment: Customer Success, Service & OperationsEmployment Type: Full Time, Permanent RoleCategory: Non VoiceEducation UG: Graduation Not Required Interested candidates can contactHR Rilson Dsouza@ 8147091046Email : rilson.dsouza@intouchcx.com

We are looking for a dynamic and customer-oriented Bilingual Customer Support Representative fluent in both French and English to join our team. The ideal candidate will play a crucial role in providing exceptional support to our French and English-speaking customers. You will be responsible for addressing customer inquiries, troubleshooting issues, and ensuring customer satisfaction through effective communication in both languages.Key Responsibilities:Provide outstanding customer service via phone, email, or chat in both French and English.Respond to customer inquiries and resolve issues in a timely and efficient manner.Offer product support, answer questions, and assist with any technical issues or concerns.Document customer interactions and maintain accurate records in the CRM system.Collaborate with internal teams to address complex customer issues and provide solutions.Maintain a high level of product knowledge and stay updated on new features or changes.Ensure all customer interactions are positive and contribute to a high level of customer satisfaction.Escalate issues as needed to ensure resolution in alignment with company standards and policies.Adhere to company service standards, guidelines, and best practices.Qualifications:Fluency in both French and English (written and spoken) is required.(B1/B2 Level in French)Proven experience in a customer service or customer support role (preferably bilingual).Excellent communication skills, both written and verbal, with the ability to communicate clearly and effectively in both languages.Strong problem-solving abilities and attention to detail.Ability to handle customer inquiries in a calm, patient, and professional manner.Strong organizational skills and ability to multitask effectively.Familiarity with CRM tools and customer support software is a plus.Ability to work independently and as part of a team in a fast-paced environment.Preferred Qualifications:Previous experience in a bilingual customer support roleA positive attitude with a passion for delivering excellent customer experiences.Work location - HYDIf interested please reach to below mentioned recruiter Rudra Teja -8106747404

Dear Jobseeker,We are hiring for HRBP Executive / Sr. HRBP Executive Location: Bangalore(Electronic city Phase 1)Candidate should be flexible working in Night shifts. About the Role:As an HR Business Partner, you will play a pivotal role in driving strategic HR initiatives and providing tactical support to our BPO operations. You will partner closely with business leaders to understand their unique needs and develop HR solutions that align with our overall business objectives.Responsibilities:Strategic HR Partnership: Collaborate with leaders to improve HR strategies.Talent Management: Recruit, develop, and manage top talent.Employee Relations: Resolve issues and create a positive work environment.HR Operations: Manage HR processes like payroll and benefits.Change Management: Lead and support organizational changes.Required Skills and Experience:Proven experience as an HR Business Partner in a BPO environment.Strong understanding of HR best practices and labor laws.Excellent communication and interpersonal skills.Strong analytical and problem-solving skills.Ability to build strong relationships with business leaders.Proficiency in HRIS systems.If you are a seasoned HR professional with a passion for driving business results through people, we encourage you to apply.Benefits:Free mealsFree transportation(2 ways)Medical InsuranceInterested?Contact HR :Meghana at meghana.ramin@intouchcx.com or 8147091039 to learn more! Note: The company is currently seeking male candidates for this position. Website: https://www.intouchcx.com/

" About the Job The Workforce Analyst is responsible for analyzing and optimizing the customer experience across all touchpoints. This role focuses on mapping the end-to-end customer journey, identifying pain points, and developing solutions to improve the overall customer experience. The analyst will work closely with various departments, including marketing, sales, product development, and customer service, to ensure a seamless and efficient customer workflow. As Workflow Analyst, You Will Customer Journey Mapping : Develop and maintain detailed customer journey maps that illustrate the customer experience across all channels (digital, in-store, phone, etc.). Identify key touchpoints, customer emotions, and actions at each stage of the customer lifecycle Conduct research to understand customer needs, motivations, and behaviors Workflow Analysis : Analyze existing workflows and processes related to customer interactions Identify inefficiencies and areas for improvement within the current workflows Collaborate with cross-functional teams to design and implement optimized workflows that enhance the customer experience Data Collection and Analysis : Gather quantitative and qualitative data from various sources, including customer feedback, surveys, usability tests, and performance metrics Analyze customer data to identify trends, pain points, and opportunities for improvement Recommendations and Reporting : Provide actionable insights and recommendations to enhance the customer experience based on journey mapping and workflow analysis Present findings to stakeholders through visualizations, reports, and presentations Work with teams to ensure the successful implementation of recommended changes Collaboration : Partner with product managers, UX designers, marketing, and other stakeholders to align customer journey improvements with overall business objectives Support teams in creating customer-centric strategies that drive customer satisfaction, retention, and loyalty Continuous Improvement : Stay updated on industry trends and best practices in customer journey mapping and workflow optimization Implement continuous improvements to the mapping and analysis processes to ensure they evolve with customer and business needs As Workflow Analyst, You Need Bachelor s degree in Business, Marketing, UX Design, or a related field Experience in customer journey mapping, workflow analysis, or process improvement Experience with customer journey mapping tools like Lucidchart, Smaply, or Miro Knowledge of Lean, Six Sigma, or other process improvement methodologies Strong analytical skills with the ability to interpret data and make data-driven recommendations Excellent communication skills and the ability to present complex information to diverse stakeholders Familiarity with customer experience (CX) tools and software (e.g., journey mapping tools, CRM systems) Problem-solving mindset and attention to detail Ability to work cross-functionally and manage multiple projects simultaneously ","

Greetings from IntouchCX!!About the JobThe Business Analyst provides insights for strategic decision-making and achieving corporate goals, while also aiding in process development, operationalization, and reporting within the Quality domain of contact centers.As a Business Analyst, You Will1. Requirements Gathering & AnalysisIdentify analysis needs, coordinate with teams, and finalize specific requirements.Gather, validate, and document both business and functional requirements from stakeholders, customers, or business users.Analyze, comprehend, and document current processes through participation in brainstorming sessions, root cause analysis, or other discovery practices with stakeholders.2. Project Coordination & ManagementMonitor progress on work items and maintain regular communication with project team members.Ensure adherence to project timelines and deliverables by the project team.Provide status updates on project progress, highlight key milestones, and escalate decisions to leadership for guidance.3. Meeting & Communication ManagementCapture detailed minutes of meetings (MOMs) and distribute relevant information to stakeholders.Communicate plans, actions, risks, and issues with key stakeholders.4. Data Analysis & ReportingCollect, clean, organize, and present insights from data headers or metrics.Perform analysis of business processes, identify issues, and recommend solutions or improvements.SQL Proficiency: Strong SQL skills for data extraction, manipulation, and analysis; ability to write complex queries. Experience working with BigQuery is highly preferred.Proficient in analyzing complex data sets to identify trends, patterns, and insights.Proven ability to translate data into compelling business cases, visualizations, and reports.Expertise with data visualization tools such as Looker Studio, Tableau, Power BI, or other similar tools.Experience with statistical methods, and familiarity with predictive analytics, machine learning, or advanced modeling is a plus.Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.5. Testing & Quality AssuranceDevelop and implement test plans to ensure successful project delivery.As a Business Analyst, You NeedA Degree or Diploma in Science, Engineering, or an MS or MBA in Data Analytics, Computer Applications, or Statistics.1 - 3 years of experience in data analytics is preferred in relevant industries.Experience in managing and building relationships with multiple teams.Knowledge of Statistics, Lean Six Sigma, or any other Data Science certification is considered an asset.Sound knowledge of Microsoft Excel & Google Sheets.Google Looker Studio, Power BI & Tableau to set up insightful dashboards.Knowledge of VBA Macros and Report Automation is expected.Strong verbal and written communication skills, including presentation skills.Excellent organization and time management skills.Ability to effectively interact with employees at all levels in the organization and work with people from diverse backgrounds.Ability to multi-task under high-pressure situations.Superior attention to detail with an eye for accuracy.Team player with creative problem-solving, analytical, and project management skills.Ability to adapt to changing environments and timelines.Ability to transform raw data into clear, insightful, and actionable business recommendations.Strong storytelling skills with data able to craft narratives that align data insights with strategic business goals.* Required Skills Set:1. Advance Excel 2. Google Sheets3. Dashboard & Pivot table creations in Excel4. SQL Preferred Candidates : * Need to be flexible for Night shiftsInterested Candidate can callHR Santoshi: 9014316036

Greetings from IntouchCX !We are currently Hiring for International Voice | Non Voice Process | Customer Service Associate Immediate joiner requiredContact Details:HR : Shikta ShriyaMobile number : 8147091054Email ID : shikta.shriya@intouchcx.comThe role of Customer Support Associate (CSA), will be responsible for:Answering player support queries via Email and DiscordTroubleshooting game issues via Email and DiscordAnswering player queries about features and functionalities of the clients service offeringsAnswering questions regarding game issues and making recommendationsEscalate product related issues to internal teams & close loopGoing the extra mile to engage with players by solving their issues and ensuring satisfactionRequirements:-An obligation to deliver exceptional customer serviceReceive inbound emails and Discord messages to gather and verify required information and do utmost within their power to solve issues submittedHave excellent judgment skills to be able to properly evaluate situations and immediately by providing effective solutionsAbility to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customerActively read the player, and show empathy and patienceProvide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be takenEnsure policies and procedures are followed on all emails and Discord ticketsMaintain thorough knowledge of systems so that information can be researched and proper information is given to playersLearn and retain a thorough working knowledge of all existing and new process and proceduresAchieve assigned Key Performance Indicators e.g. Average Handle Time, FRT, Quality, CSAT & DSATAttend Team Meetings/additional training sessions as scheduledPerforms other duties as assignedCritical Skills:-Excellent written communication skills - ability to write accurately, using proper grammar, and sentence structure.Ability to show high emotional intelligence by remaining calm under pressure while solving the players concernsAbility to use information provided by clients to tailor responses and actions to meet the clients specific needsHave a personal interest in MMORPG and related communitiesAbility to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customerAbility to work in a fast-paced, hectic, changing environmentAbility to organize and follow-up multiple tasks/details with accuracy and timelinessHave a basic understanding of Web3 platforms and BlockchainAbility to operate personal computer and CRM toolsAbility to adhere to all organizational policies and proceduresAbility to work a variety of shifts including days, afternoons, evenings, weekends and holidaysAbility to perform basic mathematical functionsAbility to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgroundsEducational/Work Experience and RequirementsMust have minimum 3-6 months experience in customer supportMust successfully pass a background checkHigh school diploma or equivalent requiredPost secondary degree is a plusBenefits:-An attractive compensation package with performance-based incentivesIncredible learning and growth opportunitiesOutstanding rewards and recognition program & employee engagement activitiesFree Food and Transport while working on-siteMedical InsuranceTo schedule your interview kindlyContact HR Shikta or WhatsApp your CV on 8147091054 / Email to shikta.shriya@intouchcx.com.

About the JobWere changing the way people think about customer care, and we need your help!Were looking for a Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.As Team Lead, You WillManage and supervise CSRs Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas Use critical thinking to develop solutions to improve business performance and partner success Motivate teams through relationship building and real-time coaching Develop incentive programs to motivate CSRs to achieve desired outcomes Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings Gain expert level knowledge on all partner products and promotions Demonstrate a positive work ethic and commitment to achieve the best possible outcomes Act as a role model and exemplify our 10 Things (cultural values) As Team Lead, You Have Minimum 2 Years of Experience as a TEAM LEAD LIVE CHAT, TECHNICAL SUPPORT, PRODUCT SUPPORTGraduate Must Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered) 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role Experience dealing with escalated issues in a contact center capacity The ability to type 30 WPM with accuracy Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset The ability to use spreadsheet applications to maintain and develop operational reporting Exceptional time management, organizational and prioritization skills to complete work in a timely manner Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment The ability to work a variety of shifts, including days, evenings and holidays Interested & eligible CandidatesPlease Share CV @ abdulmohammed.kaleem@intouchcx.com

Greetings from Intouch CX!We are hiring for the international Non Voice (Gaming Process). Interested candidates can contact us at 9620689061 or email saranya.sathyan@intouchcx.com.Role & responsibilities The role of the Customer Service Associate (CSA) - Non-Voice, will beresponsible for: Providing support and resolve technical issues via email and otherelectronic communications Building credibility and trust with the customer by empathizing withtheir problem in words Proactively understanding their needs and responding promptly toresolve their issue Applying advanced troubleshooting techniques to provide uniquesolutions to the customers individual needs Leveraging their experience to provide feedback to the team on howto improve client services Driving customer communication during critical eventsEssential Functions An obligation to deliver exceptional customer service Receive emails and chats to gather and verify required information and do utmost within their power to solve customer problems Demonstrate empathy and patience to the customer Demonstrate enthusiasm to be a self-starter who is excited about learning new technologies on a daily basis Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken Ensure policies and procedures are followed Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer Learn and retain a thorough working knowledge of all existing and new process and procedures Achieve assigned Key Performance Indicators e.g. Call Handle Time, Quality, CSAT & DSAT Attend Team Meetings/additional training sessions as scheduled Performs other duties as assignedCritical Skills Above average verbal and written communication skills - ability tospeak accurately, using proper grammar, and good enunciation Ability to listen attentively and to use information provided by clients totailor responses and actions to meet the clients specific needs Ability to work in a fast-paced, hectic, changing environment Ability to organize and follow-up multiple tasks/details with accuracyand timeliness Ability to operate a personal computer Ability to adhere to all organizational policies and procedures Ability to work a variety of shifts including days, afternoons, evenings,weekends and holidays Ability to perform basic mathematical functions Ability to effectively interact with employees at all levels of theorganization and work with a variety of people from diversebackgroundsEducational/WorkExperience andRequirements Must successfully pass a background check High school diploma or equivalent required Must have at least six months customer service experience orequivalent Experience in the gaming/tech support industry is a plusPerks and benefits 2 way cab is providedperformance based incentives and attendance bonus is provided

Greetings from IntouchCX ! We are currently Hiring for International Non Voice Process | Customer Service AssociateContact Details:HR : TeresaMobile number : 7406215123 Email ID : sankhil.lamkang@intouchcx.com The role of Customer Support Associate (CSA), will be responsible for:Answering player support queries via Email and DiscordTroubleshooting game issues via Email and DiscordAnswering player queries about features and functionalities of the clients service offeringsAnswering questions regarding game issues and making recommendationsEscalate product related issues to internal teams & close loopGoing the extra mile to engage with players by solving their issues and ensuring satisfactionRequirements:-An obligation to deliver exceptional customer serviceReceive inbound emails and Discord messages to gather and verify required information and do utmost within their power to solve issues submittedHave excellent judgment skills to be able to properly evaluate situations and immediately by providing effective solutionsAbility to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customerActively read the player, and show empathy and patience Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be takenEnsure policies and procedures are followed on all emails and Discord ticketsMaintain thorough knowledge of systems so that information can be researched and proper information is given to playersLearn and retain a thorough working knowledge of all existing and new process and proceduresAchieve assigned Key Performance Indicators e.g.Average Handle Time, FRT, Quality, CSAT & DSATAttend Team Meetings/additional training sessions as scheduledPerforms other duties as assignedCritical Skills:-Excellent written communication skills - ability to write accurately, using proper grammar, and sentence structure.Ability to show high emotional intelligence by remaining calm under pressure while solving the players concernsAbility to use information provided by clients to tailor responses and actions to meet the clients specific needsHave a personal interest in MMORPG and related communitiesAbility to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customerAbility to work in a fast-paced, hectic, changing environmentAbility to organize and follow-up multiple tasks/details with accuracy and timelinessHave a basic understanding of Web3 platforms and BlockchainAbility to operate personal computer and CRM toolsAbility to adhere to all organizational policies and proceduresAbility to work a variety of shifts including days, afternoons, evenings, weekends and holidaysAbility to perform basic mathematical functionsAbility to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgroundsEducational/Work Experience and RequirementsMust have minimum 3-6 months experience in customer supportMust successfully pass a background checkHigh school diploma or equivalent requiredPost secondary degree is a plusBenefits:-An attractive compensation package with performance-based incentivesIncredible learning and growth opportunitiesOutstanding rewards and recognition program & employee engagement activitiesFree Food and Transport while working on-siteMedical InsuranceTo schedule your interview kindly Contact HR Teresa or WhatsApp your CV on 7406215123 / Email to sankhil.lamkang@intouchcx.com.

Greetings from IntouchCX ! We are currently Hiring for International Non Voice Process | Customer Service AssociateContact Details:HR : SanjanaMobile number : 8147091044 Email ID : sanjana.rai@intouchcx.com The role of Customer Support Associate (CSA), will be responsible for:Answering player support queries via Email and DiscordTroubleshooting game issues via Email and DiscordAnswering player queries about features and functionalities of the clients service offeringsAnswering questions regarding game issues and making recommendationsEscalate product related issues to internal teams & close loopGoing the extra mile to engage with players by solving their issues and ensuring satisfactionRequirements:-An obligation to deliver exceptional customer serviceReceive inbound emails and Discord messages to gather and verify required information and do utmost within their power to solve issues submittedHave excellent judgment skills to be able to properly evaluate situations and immediately by providing effective solutionsAbility to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customerActively read the player, and show empathy and patience Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be takenEnsure policies and procedures are followed on all emails and Discord ticketsMaintain thorough knowledge of systems so that information can be researched and proper information is given to playersLearn and retain a thorough working knowledge of all existing and new process and proceduresAchieve assigned Key Performance Indicators e.g.Average Handle Time, FRT, Quality, CSAT & DSATAttend Team Meetings/additional training sessions as scheduledPerforms other duties as assignedCritical Skills:-Excellent written communication skills - ability to write accurately, using proper grammar, and sentence structure.Ability to show high emotional intelligence by remaining calm under pressure while solving the players concernsAbility to use information provided by clients to tailor responses and actions to meet the clients specific needsHave a personal interest in MMORPG and related communitiesAbility to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customerAbility to work in a fast-paced, hectic, changing environmentAbility to organize and follow-up multiple tasks/details with accuracy and timelinessHave a basic understanding of Web3 platforms and BlockchainAbility to operate personal computer and CRM toolsAbility to adhere to all organizational policies and proceduresAbility to work a variety of shifts including days, afternoons, evenings, weekends and holidaysAbility to perform basic mathematical functionsAbility to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgroundsEducational/Work Experience and RequirementsMust have minimum 3-6 months experience in customer supportMust successfully pass a background checkHigh school diploma or equivalent requiredPost secondary degree is a plusBenefits:-An attractive compensation package with performance-based incentivesIncredible learning and growth opportunitiesOutstanding rewards and recognition program & employee engagement activitiesFree Food and Transport while working on-siteMedical InsuranceTo schedule your interview kindly Contact HR Sanjana or WhatsApp your CV on 8147091044 / Email to sanjana.rai@intouchcx.com.

" About the Job We re changing the way people think about customer care, and we need your help! We re looking for a Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans. As Team Lead, You Will Manage and supervise CSRs Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas Use critical thinking to develop solutions to improve business performance and partner success Motivate teams through relationship building and real-time coaching Develop incentive programs to motivate CSRs to achieve desired outcomes Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings Gain expert level knowledge on all partner products and promotions Demonstrate a positive work ethic and commitment to achieve the best possible outcomes Act as a role model and exemplify our 10 Things (cultural values) As 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 (combination of education and work experience will also be considered) 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role Experience dealing with escalated issues in a contact center capacity The ability to type 30 WPM with accuracy Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset The ability to use spreadsheet applications to maintain and develop operational reporting Exceptional time management, organizational and prioritization skills to complete work in a timely manner Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment The ability to work a variety of shifts, including days, evenings and holidays ","

" About the Job We are changing the way people think about customer service, and we need your help! Are you someone who likes to make things happenWe are seeking a Facilities Manager to be the ultimate organizer, involved in both the strategic planning and day-today operations at our campuses. We re looking for a multitasking mindset and a passion to meet the needs of both our team members and clients. As Facilities Manager, You Will Coordinate reception, security, maintenance, mail, deliveries, cleaning, catering, waste disposal and recycling Plan utilization of space and resources for new campus build-outs Investigate options for new campuses and lines of business Project manage contractors and campus buildouts Prepare Request for Proposal documents for potential contractors Compare costs for required equipment and services Plan future developments in line with strategic business objectives Ensure campuses meet health and safety requirements and legislative compliance Ensure minimum disruption to business operations during construction Ensure projects by staff and contractors have been completed Respond to campus emergencies and urgent issues as they arise As Facilities Manager, You Have High School Diploma or equivalent required The ability to thrive in a fast-paced, ever-changing work environment The ability to follow organizational policies and procedures Strong organization skills The ability to handle a high volume of work Strong communication skills and enjoy collaborating with a diverse group of people The ability to work a variety of shifts including days, evenings, weekends and holidays ( depending on required project deadlines or emergencies)

IntouchCX is Hiring for Senior Operation DirectorBelow is the JD: About the JobWe are seeking a leader who has the vision, experience, and passion to contribute to our culture and deliver extraordinary results for our clients.The Senior Director of Operations will be involved in all facets of contact center operations, including hiring, training, quality control, reporting and client services. The ideal candidate is a performance-driven individual with experience managing a contact center with large call/interaction volumes.As Senior Director of Operations, You WillDrive initiatives resulting in positive improvements in margins and the strengthening of enterprise value Motivate and inspires teams, while building trusting relationships throughout the organization Address attrition driven issues, through continuous focus groups, communication outlets with all site employees Collaborate with various departments and leaders in the development and implementation of strategic plans Manage and drive results for Service Delivery Operations and performance optimization through client specific internal KPIs and financials Develop and execute motivational incentives (Employee Experience) to assist in site retention goals Support and drive the IntouchCX culture within the team at our campuses Partner with stakeholders across the organization in a collaborative manner to ensure consistency within operations Maintain close auditing cadence through reporting, observations, and personal contact As Senior Director of Operations, You HaveMinimum 7-9 years of contact center senior leadership experience, with cross-functional teams/groups and full P&L responsibility Previous experience in business process outsourcing is required Post-secondary diploma or degree with a major in Business 5 years of client relationship management Experience in analyzing and influencing P&L statements and performing cost analysis Excellent communication skills Excellent organizational and time management skills Client relationship management experience Ability to handle multiple priorities simultaneously Experience with maintaining and developing operational statistics, financial management information, and results reporting Proven tactical and strategic management skills Ability to take initiative, make decisions and propose strategies and solutions Demonstrated ability to work autonomously as well as with leaders, peers, and clients in other countries Ability to meet program KPIs and internal business KPIs (abs, attrition, etc)

IntouchCX is Hiring for Financial Planning & AnalystBelow is the JD: About the JobWe are revolutionizing the perception of customer service and are in need of your assistance. Currently, we seek a Financial Analyst responsible for analyzing and reporting financial data to executives to enhance program performance visibility. This role involves contributing to various projects, conducting ad-hoc analyses, and providing timely information and support for strategic decision-making.As a Financial Analyst, You Will:Gather and organize extensive datasets from diverse sourcesUncover patterns and trends in data to guide business decisionsDevelop and maintain databases and data systems for accuracy and efficiencyGenerate reports and visualizations to convey findings and insights to stakeholdersCollaborate with cross-functional teams to drive data-driven decision-makingContinuously monitor and evaluate data for areas of improvement or optimizationStay updated on industry trends and advancements in financial analysis techniquesAs a Financial Analyst, You Have:A bachelors degree in Commerce or Finance is preferredThe ideal candidate will have 2-3 years of experience in a Financial Analyst role, preferably within a contact center environmentExperience in financial analysis and data management is requiredProficiency in maintaining and developing reporting tools is highly desirableStrong proficiency in Excel and G-Suite applications, including Google Sheets, Docs, Slides, and Google Studio is necessaryProficiency in fine-tuning data queries, particularly strong Power Query skills, is requiredPossess strong analytical skills to derive meaningful insights from complex data setsDemonstrate excellent communication skills to present findings clearly and concisely to stakeholdersPay attention to detail to ensure accuracy in data analysis and reportingWork with large data sets and databases effectivelyUtilize data visualization tools such as Excel and Google Studio for creating visual representations of dataUnderstand business operations and objectives to align financial analysis with business goalsAdaptability to work in a fast-paced, constantly changing environmentCommitment to continuous learning and upskilling to stay current with the latest tools and technologies in financial analysis

Greetings from IntouchCX..We are currently hiring for Data AnalystAbout the JobWe are seeking a detail-oriented and analytical Data Analyst who will be responsible for developing tools, optimizing processes, and managing databases to support business operations and drive efficiency. The ideal candidate will collaborate with various stakeholders to understand their needs and implement solutions that enhance productivity and streamline workflows.As Data Analyst, You WillCreate and maintain tools using MS Office (Excel, PowerPoint, Access) and Google Apps (Sheets, Docs) to support data analysis and reporting. Design user-friendly dashboards and reports to visualize key performance indicators (KPIs) and business metrics. Analyze current business processes and identify areas for improvement and standardization. Develop and implement automated solutions to enhance workflow efficiency and reduce manual effort. Collaborate with cross-functional teams to ensure alignment and adherence to standardized processes. Manage and maintain databases using tools such as Knime, Big Query, and Looker Studio for data analysis and reporting. Extract, transform, and load (ETL) data as necessary to support analytical needs. Ensure data accuracy, integrity, and accessibility for stakeholders. As Data Analyst, You NeedBachelors degree in Business Administration, Information Technology, Data Science, or a related field. Proven experience as a Data Analyst or in a similar role. Proficiency in MS Office Suite and Google Apps. Strong experience with database management and data visualization tools (Knime, Big Query, Looker Studio). Knowledge of process improvement methodologies (e.g., Lean, Six Sigma) is a plus. Knowledge of power query, Macros, and VBA. Knowledge of SQL is a plus. Strong mathematical skills to help collect, measure, organize, and analyze data. Excellent communication and presentation skills. A systematic and logical approach to problem-solving. Superior attention to detail with an eye for accuracy. Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment. Strong analytical, problem-solving, critical thinking, and decision-making skills. Interested candidates can share your CV to : munagala.santoshi@intouchcx.com

" 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 ","

Job Description: Senior Database Administrator (DBA)We are looking for a highly skilled Senior Database Administrator (DBA) to manage and optimize our database systems, ensuring performance, security, and availability. The ideal candidate will have expertise in MSSQL, MySQL, and MongoDB and be able to work efficiently in a fast-paced environment.Key Responsibilities:Design, implement, and maintain MSSQL, MySQL, and MongoDB databases.Write efficient stored procedures, functions, and triggers.Optimize database performance, including query tuning and indexing.Ensure database security and implement backup/recovery procedures.Collaborate with development teams to improve application performance.Provide database support and troubleshooting.Assist with data migration and integration tasks.Maintain documentation and stay updated on industry trends.Generate database-related reports.Required Qualifications:Bachelors degree in Computer Science or related field.6+ years of experience as a Database Administrator.Strong knowledge of MSSQL, MySQL, MongoDB, and database performance tuning.Experience with backup/recovery, cloud databases (AWS RDS, Azure SQL), and scripting (PowerShell, Python).Strong communication and problem-solving skills.Preferred Qualifications:Experience with AWS RDS or Azure SQL Database.Why Join Us?Competitive salary and benefits.Opportunities for growth and professional development.If you are passionate about database administration and ready for a new challenge, apply today!

Job descriptionGreetings From Intouch CX!! We are hiring for International voice Process (Immediate Joiners are preferred )( Customer support) Eligibility: Experience Min 1Year 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 Work Location: Hyderabad (Kokapet or Raheja Mind Space) Interested Candidates can share your CV : munagala.santoshi@intuchcx.com

We are seeking a highly skilled Senior MIS Analyst to manage and develop Business Intelligence (BI) reports, data analytics, and visualization tools, such as Google Looker Studio, G-Suite, Microsoft Excel, and other reporting platforms. This role plays a key part in supporting data collection, analysis, and report generation to enable informed decision-making across the organization. The ideal candidate will have strong expertise in data visualization, automation, and dashboard creation to enhance business processes and operational performance.Key Responsibilities:Collect, analyze, and manage data using tools like MSSQL, MySQL, MongoDB, Google Sheets, and Excel.Generate and maintain daily, weekly, and monthly MIS reports and dashboards.Collaborate with internal and external stakeholders to ensure timely and accurate report delivery.Provide actionable insights and recommendations from data analysis.Automate reporting processes, dashboards, and snapshots to improve efficiency.Ensure reports are tailored to the audience and aligned with business goals.Track and monitor performance metrics and assist in process improvements.Required Qualifications:Bachelors degree (Masters is a plus).5-7 years of experience in MIS, reporting, data analysis, and dashboard development.Proficiency in VBA, SQL, Looker Studio, Google Sheets, and MS Excel.Strong data analytics and modeling expertise.Experience with clients from the US and UK (night shifts required).Tableau/BI certifications are a plus.Excellent analytical, communication, and organizational skills.If you have a passion for data-driven decision-making and process improvement, apply now to join our team!

About the Job Were looking for a Human Resources (HR) Executive to collaborate with our internal Operations teams to handle strategic Human Resources related issues and concerns. Were looking for someone who can act as a point of contact for implementing and executing Human Resource plans and programs, while focusing on self and others well-being. As HR Executive, You Will Actively engage with associates through structured interactions Call employees using phone or Google meet to close cases Own the Intouch Connected” initiatives, including but not limited to Town Halls, Skip level meetings, Leadership Connects, Focus Group Discussions etc. Be the point of contact for all stakeholders which includes employees of all departments Facilitate proactive engagement conversations between employees and their managers, supervisors etc. Be the voice of employees in reflecting issues back to management and ensure timely resolution of issues Assist in the implementation of HR initiatives at the campus for all employees Provide inputs for improving the effectiveness of processes and policies Build high energy workforce, confidence and trust among employees Prepare and publish the event calendars to all stakeholders in a timely manner and ensure the completion of the planned activities Help prepare weekly reports for management As HR Executive, You Have MBA in Human Resources/graduate from relevant stream with 0-2 years’ experience in the role of HRBP or equivalent Ability to work as a team player and provide cohesive support to the HRBP function at large High level of empathy, responsiveness and relationship orientation Good email etiquette, mid-level expertise on usage of MS-Office (including Word, Excel and PowerPoint) High level of maturity and ability to handle stakeholders across all levels Good communication (written and oral) and presentation skills

About the JobWere changing the way people think about customer service, and we need your help! We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.As Quality Assurance Analyst, You WillCoach CSRs/Tier 2s on quality of service to ensure proper procedures are being followedComplete Quality Assurance and coaching session reports on a weekly basisProvide floor support, which can include actively taking phone callsAttend and participate in meetings with supervisors and managers to review monitoring listsAttend and participate in partner and internal calibration meetingsResearch escalated issues and co-deliver coaching opportunities with Team Leaders and Operation ManagersReport scripting problems or questions from callers to appropriate departmentsDistribute partner and company related correspondence to all CSRs/Tier 2 team membersPerform other duties as assignedAs Quality Assurance Analyst, You HaveMinimum 1 Year of International Voice Process (E-Commerce or Technical Support)1 year of front-line contact center experience (preferred)Intermediate knowledge of MS Excel, MS Word and MS Office (required)Ability to type 30 wpm minimum with accuracyStrong verbal and written communication skills, including spelling and grammarExcellent organizational and time management skillsAbility to make fair and consistent judgments and decisionsAbility to multi-task under high-pressure situationsAbility to solve problems and offer suggestions in a positive and developmental mannerAbility to listen attentively to use caller information to analyze and score CSRs/Tier 2 callsAbility to perform basic mathematical functions to ensure scoring accuracyAbility to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgroundsAvailability to work a variety of shifts including early mornings, afternoons, evenings and holidays is requiredPlease share CV @ abdulmohammed.kaleem@gmail.com

IntouchCX is hiring for Dialer Configuration ManagerBelow is the JD:1: 5+ years of relevant experience in Dialer Operations or Dialer Administration within financial Services, or related areas. 2: Automotive Finance Industry background plus. 3: Experience supporting telephony and ALM Platforms preferred. 4: Strong PC Skills, Microsoft Access, Excel, Word and power point. 5: Support Weekly/Monthly adjustments to align with new and changing collection strategy configuration. 6: Engage collaboratively with our Strategy, IT, Audit, and CDO teams to deliver upon assigned tasks. 7: Support all projects that directly involve dialer support.8: Monitor daily strategy performance through utilizing existing reports and collaborating with the Contact Strategy team and suggest new approaches to execution to accomplish KPI goals set out by Strategy and Analytics.9: Review and update dialer settings to optimize dialer performance.10: Actively participate in coaching and development sessions/trainings to co-create solutions that enhance individual performance and overall department/team performance. Assist in the development of other team members and provide day-to-day mentoring and guidance as requested by leadership.

IntouchCX is Hiring for Dialer Administration Role & responsibilities:Minimum 2-4 years of call center experience including dialer administration and WFM system configurations.2: Knowledge of dialer and WFM system including configuration and Administration. 3: Exceptional Listener and communicator who effectively conveys information verbally and in writing. 4: Resourceful team player who excel at building trusting relationships with customer and peers. 5: Results-Driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation. 6: Self-confident attitude and a positive demeanor. 7: Copes well with change and comfortable adapts to new situations. 8: Proficient in Microsoft office products with a focus on Excel, Access and Power point. 9: Must be a Graduate

Greetings from IntouchCXWe are currently hiring for Capacity Planner!!! About the Job We are changing the way people think about customer service, and we need your help! Were looking for a Resource Planner to join our Workforce Team, who supports IntouchCXs resource planning initiatives from a staffing point of view. This role is responsible for scheduling, tracking and assisting in the execution of intraday staffing management, ensuring staffing levels are sufficient to meet our overall performance goals.As Resource Planner, You Will Manage all day-to-day activities in Workforce Management Manage schedules, exceptions, data tracking and Service Levels Monitor daily Key Performance Indicators to diagnose emerging trends and adjust staffing as required Maintain employee information and its accuracy on an ongoing basis Plan and create new hire schedules while tracking shift availability Report by program as required As Resource Planner, You Have University or College Degree in a related discipline - Computer Science, Marketing, Communications or Business (a combination of work experience and education will be considered Advanced knowledge of MS Word, MS Excel and Outlook Adaptability to learn a variety of software programs including Aspect, Teleopti and Genesys (prior experience in one of these platforms is considered an asset) High level of accuracy regarding data entry Strong analytical and problem solving skills Willingness to learn and adapt to working in a fast-paced environment The ability to multitask and self-manage the work dayInterested candidates can share your CV to: munagala.santoshi@intouchcx.com

Role & responsibilities About the Job Were looking for a Senior Real Time Analyst will be responsible for real time management in support of operations monitoring, analyzing, call routing, operational reporting, minimizing impacting issues, communicating, and making changes that positively affect the real-time and command center performance. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments. As Senior Real Time Analyst, You Will Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day Intraday Management Facilitate daily syncs with clients/vendors to review performance Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels) Re-forecast within the day to project staffing gaps and share across the network to address over/under staffing Communicate directly with the stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance Perform root cause analysis (end of day) & provide updates to enterprise network & leadership team Track daily/weekly/monthly performance and provide context Provide regular feedback to the planning and scheduling team As Senior Real Time Analyst, You Have A University education with a technical background is preferred 3+ years previous call center experience required Minimum 3 - 5 years WorkForce Management experience is required Advanced level of MS Excel/Google sheets Ability to create charts/graphs Excel/BI/Reporting tools certifications will be an asset Additional languages would be an asset Ability to identify emerging trends, measure impact on the business and use good judgment Experience in facilitating meetings Proactively distill and analyze data, charts, and graphs into actionable insights & present recommendations to stakeholders and other audiences Able to collaborate with clients cross-functional teams and RTA teams Clear and concise, written and verbal communication skills Fundamental understanding of call center metrics Share your profile to abdulmohammed.kaleem@intouchcx.com

Greetings from IntouchCX.We are currently hiring for Business AnalystAbout the JobThe Business Analyst provides insights for strategic decision-making and achieving corporate goals, while also aiding in process development, operationalization, and reporting within the Quality domain of contact centers.As a Business Analyst, You Will1. Requirements Gathering & AnalysisIdentify analysis needs, coordinate with teams, and finalize specific requirements.Gather, validate, and document both business and functional requirements from stakeholders, customers, or business users.Analyze, comprehend, and document current processes through participation in brainstorming sessions, root cause analysis, or other discovery practices with stakeholders.2. Project Coordination & ManagementMonitor progress on work items and maintain regular communication with project team members.Ensure adherence to project timelines and deliverables by the project team.Provide status updates on project progress, highlight key milestones, and escalate decisions to leadership for guidance.3. Meeting & Communication ManagementCapture detailed minutes of meetings (MOMs) and distribute relevant information to stakeholders.Communicate plans, actions, risks, and issues with key stakeholders.4. Data Analysis & ReportingCollect, clean, organize, and present insights from data headers or metrics.Perform analysis of business processes, identify issues, and recommend solutions or improvements.SQL Proficiency: Strong SQL skills for data extraction, manipulation, and analysis; ability to write complex queries. Experience working with BigQuery is highly preferred.Proficient in analyzing complex data sets to identify trends, patterns, and insights.Proven ability to translate data into compelling business cases, visualizations, and reports.Expertise with data visualization tools such as Looker Studio, Tableau, Power BI, or other similar tools.Experience with statistical methods, and familiarity with predictive analytics, machine learning, or advanced modeling is a plus.Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.5. Testing & Quality AssuranceDevelop and implement test plans to ensure successful project delivery.As a Business Analyst, You NeedA Degree or Diploma in Science, Engineering, or an MS or MBA in Data Analytics, Computer Applications, or Statistics.2 - 3 years of experience in data analytics is preferred in relevant industries.Experience in managing and building relationships with multiple teams.Knowledge of Statistics, Lean Six Sigma, or any other Data Science certification is considered an asset.Sound knowledge of Microsoft Excel & Google Sheets.Google Looker Studio, Power BI & Tableau to set up insightful dashboards.Knowledge of VBA Macros and Report Automation is expected.Strong verbal and written communication skills, including presentation skills.Excellent organization and time management skills.Ability to effectively interact with employees at all levels in the organization and work with people from diverse backgrounds.Ability to multi-task under high-pressure situations.Superior attention to detail with an eye for accuracy.Team player with creative problem-solving, analytical, and project management skills.Ability to adapt to changing environments and timelines.Ability to transform raw data into clear, insightful, and actionable business recommendations.Strong storytelling skills with data able to craft narratives that align data insights with strategic business goals.Interested candidate can share your CV to:munagala.santoshi@intouchcx.com

Greetings from Intouch cx !!We are currently hiring for an immediate opportunity for an International Non Voice (Gaming Project).Interested candidates can contact :HR Apoorva 7022226234 / 9148186691 Email : apoorva.raj@intouchcx.com Job Title Customer Service Associate (CSA):The role of the Customer Service Associate (CSA) - Non-Voice, will be responsible for:Providing support and resolve technical issues via email and other electronic communicationsBuilding credibility and trust with the customer by empathizing with their problem in wordsProactively understanding their needs and responding promptly to resolve their issueDriving customer communication during critical eventsEssential Functions:An obligation to deliver exceptional customer serviceReceive emails and chats to gather and verify required information and do utmost within their power to solve customer problemsDemonstrate empathy and patience to the customerDemonstrate enthusiasm to be a self-starter who is excited about learning new technologies on a daily basisMaintain thorough knowledge of systems so that information can be researched and proper information is given to customerCritical Skills:Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciationAbility to listen attentively and to use information provided by clients to tailor responses and actions to meet the clients specific needsEducational/Work Experience and Requirements:Must successfully pass a background checkPlus 2 is a mustGraduation degree is a plusMust have at least six months customer service experience or equivalentExperience in the gaming/tech support industry is a plusPerks and Benefits:2 way free cab and food providedAttractive incentives and attendance bonus is also providedFor swift Response's Share Cv on 7022226234 Point of contactHR Apoorva 7022226234 / 9148186691Email : apoorva.raj@intouchcx.com

About the Job We re looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments. As Real Time Analyst, You Will Evaluate large amounts of data Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members Adjust staffing and scheduling according to changing needs of the business Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients Monitor schedules and escalate issues regarding attendance adherence Work with team members to ensure they know their statistics related to the schedule As Real Time Analyst, You Have High school diploma or equivalent (required) Some post-secondary or completion of post-secondary schooling (preferred) Good communication skills Advanced knowledge of MS Word and Excel Adaptability to learn a variety of software programs A high level of accuracy with regards to data entry Strong analytical and problem solving skills Willingness to learn and adapt to working in a new environment The ability to multitask and self-manage your work day ,

Greetings from IntouchCX !We are currently Hiring for International Non Voice Process | Email and Chat support Contact : HR Deepika EPhone number : 7899915386Email I'd : deepika.e@intouchcx.comLocation: Bangalore( Face to Face Interview)If you're interested in this position, you can revert me back or you can directly contact me on the above number.Having daily interactions with the customer to handle issues from end to end via chat & Email.Going the extra mile to engage customers in solving issues and ensuring satisfaction Quickly and effectively building rapport with customers while diagnosing and resolving i issues Providing white glove service and having the ability to provide an overall excellent customer experience • Managing customer expectations regarding estimated response times. Critical Skills:Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciationAbility to listen attentively and to use information provided by clients to tailor responses and actions to meet the clients specific needsAbility to work in a fast-paced, hectic, changing environmentAbility to organize and follow-up multiple tasks/details with accuracy and timelinessAbility to operate a personal computerAbility to adhere to all organizational policies and proceduresAbility to work a variety of shifts including days, afternoons, evenings, weekends and holidaysAbility to perform basic mathematical functionsAbility to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgroundsEducational/Work Experience and Requirements:Must successfully pass a background checkPlus 2 is a must Graduation degree is a plusMust have at least six months customer service experience or equivalentExperience in the gaming/tech support industry is a plusPerks and Benefits:2 way free cab and food providedAttractive incentives and attendance bonus is also providedRole: Email SupportIndustry Type: BPM / BPOEmployment Type: Full Time, Permanent RoleCategory: Non VoiceEducation UG: Graduation Not RequiredInterested candidates can contactHR Deepika E - 7899915386Email : deepika.e@intouchcx.com

Job Description Greetings from Intouch CX Currently we are hiring for International Voice and Non-Voice process for Freshers and experienced both!!! Roles & responsibilities Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines.Support through Voice and Chat.Candidate should have at least 6 months experience in International Voice Process.Carry sales or customer support experience is a plus.Previous relevant experience in chat and voice.Ability to build rapport with the customer.Ability to overcome objections and ask for business.Preferred candidate profile: Must be fluent in EnglishExcellent Communication can ApplyBoth freshers and experienced can applyOnly Graduate can apply24/7 shifts and rotational week offs (5 days working a week)Two-way cab facility is provided based on transport boundary.Candidate who is comfortable working from office can applyNeed Immediate Joiners onlyNo virtual Interview is availableOut of station candidates are Strictly not eligiblePursuing education candidates are strictly not eligiblePerks and benefits You'll develop your emotional intelligence .you'll learn your product or service, inside and out you'll build transferable Skills. you can educate customers without selling. you can develop a side project. you'll learn how to effectively solve problems.If Your Interested please fill the below form Link https://docs.google.com/forms/d/1CA1hdmrdkDY2UTBlB78rJvwnK7FGEywgTMJx21oP5Ls/edit

" About the Job We re searching for a Dialer Manager to be responsible for the support of enterprise Dialer, SMS, and IB routing intraday configuration and administration. This position resides within the Collections Strategy Performance Management Team and supports the Collection and Recovery departments. The Dialer Manager will assist in managing key Collections Recovery initiatives including in-house and vendor placement strategies. This role will also interface on occasion with other department operations, daily operations review, and audit/compliance staff. As Dialer Manager, You Will Be responsible for the development and deployment of performance monitoring dashboards and skills assessment reporting in collaboration with other members of the Strategy Analytics Team and CDO. Support weekly/monthly adjustments to align with new and changing collection strategy configuration. Engage collaboratively with our Strategy, IT, Audit, and CDO teams to deliver upon assigned tasks. Support all projects that directly involve dialer support. Monitor daily strategy performance by using existing reports and collaborating with the Contact Strategy team, and suggest new approaches to accomplish KPI goals set out by Strategy and Analytics. Review and update dialer settings to optimize dialer performance. Actively participate in coaching and development sessions/trainings to co-create solutions that enhance individual performance and overall department/team performance. Assist in the development of other team members and provide day-to-day mentoring and guidance as requested by leadership. Collaborate cross-divisionally to achieve a seamless customer experience; this includes supporting other departments as necessary to meet the business needs. As Dialer Manager, You Need Bachelors degree in Business Administration, Accounting, Economics, Finance, or related experience. 5+ years of relevant experience in Dialer Operations or Dialer Administration within Financial Services, or related areas. Automotive Finance industry background is a plus. Experience supporting telephony and ALM platforms preferred. The ability to make sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems. Exceptional listening and communication skills to effectively convey written and verbal information. Strong PC skills; Microsoft Access, Excel, Word, and PowerPoint. ","

" About the Job We re looking for a detail-oriented Dialer Administrator to manage our in-house dialer system, monitor vendor productivity, and drive workforce efficiency. The Dialer Administrator plays a critical role in supporting the business to achieve the customer contact goals by administering the in-house dialer including system configuration, execution of daily dialer strategy, monitoring performance, and reporting. In addition to dialer administration, this position will support intraday workforce management processes as needed. This role is also responsible for monitoring and adjusting early-stage inbound call allocation between our vendors and client. As Dialer Administrator, You Will Be in charge of dialer administration including opening/closing processes, intraday monitoring of dialer performance, execution of daily dialer strategy, and publishing of reports. Track Intraday inbound call volume and allocation change requests. Provide front-line support for system and operational issues affecting operations, including issue tracking and resolution. Hold meetings with operations leaders to discuss productivity concerns or positive trends. Monitor agent dialer schedule adherence and follow up with management/agents to ensure maximum staffing. Actively participate in coaching and development sessions/trainings to co-create solutions that enhance individual performance and overall department/team performance. As Dialer Administrator, You Need A minimum of 2-4 years of call center experience (auto finance collections preferred), including dialer administration and WFM system configuration. An Associate Degree or equivalent experience. Knowledge of dialer and WFM system configuration and administration. The ability to take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. An adapting approach demeanor in real-time to match the shifting demands of different situations. The ability to make sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems. Excellent communication skills; listening, verbal, and written. A resourceful team player mindset, excelling at building trusting relationships with customers and peers. A results-driven achiever with exemplary planning and organizational skills. Self-confident attitude and positive demeanor. The ability to cope well with change and comfortably adapt to new situations. Proficiency in Microsoft Office with a focus on Excel, Access, and PowerPoint. ","

About the JobWere 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 WillProvide 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 HaveHigh 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

About the JobJoin us in transforming the perception of customer service! We are seeking a dedicated Data Analyst to analyze and report on operational data, enhancing program performance visibility. This role is vital in contributing to various projects and performing ad-hoc analyses, providing timely insights that support strategic decision-making. If you are passionate about data and eager to make a significant impact, we invite you to apply!As Data Analyst, You WillCollect and organize large sets of data from various sources Analyze and interpret data using statistical methods and software Identify patterns and trends in data to inform business decisions Develop and maintain databases and data systems to ensure accuracy and efficiency Create reports and visualizations to communicate findings and insights to stakeholders Collaborate with cross-functional teams to drive data-driven decision making Continuously monitor and evaluate data to identify areas for improvement or optimization Stay up-to-date with industry trends and advancements in data analysis techniques As Data Analyst, You HaveA bachelors degree in Mathematics, Statistics, Computer Science, or a related field is preferred A minimum of 2-3 years of experience in an analyst role, preferably within a contact center environment, is required Strong knowledge of data visualization tools such as Looker and Power BI to create visual representations of data Strong proficiency in G Suite products, including Google Sheets, Looker, and BigQuery Experience with maintaining and developing reporting tools is highly desirable Strong Excel skills are a must Proficiency in fine-tuning data queries with strong SQL skills and knowledge of SQL Server Integration Services (SSIS) Strong analytical skills to analyze complex data sets and draw meaningful insights Excellent communication skills to present findings clearly and concisely to stakeholders Attention to detail to ensure accuracy in data analysis and reporting Ability to work with large data sets and databases Flexibility and adaptability to thrive in a fast-paced and constantly changing environment Commitment to continuous learning and upskilling to stay current with the latest tools and technologies in data analysis

Greetings from IntouchCX..We are currently hiring for Training and Quality Manager About the JobThe Manager of Training is responsible for developing and implementing training programs for employees. The ideal candidate will create tailored training plans, and implement various training methods to enhance employees skills and performance. Also, monitor training program effectiveness, manage budgets, and stay updated on training trends.As Manager of Training, You WillIdentify and assess future and current training needs. Draw an overall or individualized training and development plan. Deploy a wide variety of training methods. Collaborate with various departments to ensure employees receive the necessary training to excel in their roles. Monitor and evaluate the training programs effectiveness, success, and ROI periodically and report on them. Communicate with team members, trainers, and management to ensure all needs are met. Perform orientation sessions for new hires. As Assistant Manager of Training, You NeedPost-secondary degree or equivalent, or a directly related field is required. 3 years of experience in a training and development environment, including direct experience being responsible for the facilitation and delivery of training programs. Call center management and training experience are considered a great asset. Experience working with a team approach to employee and organizational development. Demonstrated, progressive leadership and management skills, preferably in a related environment. Demonstrated ability to engage people in a training session, combined with a solid understanding of the role of training and development. Superior written and verbal communication skills, conflict resolution, and problem-solving skills. Strong computer skills in all Microsoft Office programs and training and development software programs. Excellent customer service focus with strong time management, organizational, and analytical skills. Ability to work in an environment where a diversity of people and situations are encountered

Greetings from IntouchCX...About IntouchCXIntouchCX 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 JobThe Workforce Analyst is responsible for analyzing and optimizing the customer experience across all touchpoints. This role focuses on mapping the end-to-end customer journey, identifying pain points, and developing solutions to improve the overall customer experience. The analyst will work closely with various departments, including marketing, sales, product development, and customer service, to ensure a seamless and efficient customer workflow.As Workflow Analyst, You WillCustomer Journey Mapping:Develop and maintain detailed customer journey maps that illustrate the customer experience across all channels (digital, in-store, phone, etc.).Identify key touchpoints, customer emotions, and actions at each stage of the customer lifecycleConduct research to understand customer needs, motivations, and behaviorsWorkflow Analysis:Analyze existing workflows and processes related to customer interactionsIdentify inefficiencies and areas for improvement within the current workflowsCollaborate with cross-functional teams to design and implement optimized workflows that enhance the customer experienceData Collection and Analysis:Gather quantitative and qualitative data from various sources, including customer feedback, surveys, usability tests, and performance metricsAnalyze customer data to identify trends, pain points, and opportunities for improvementRecommendations and Reporting:Provide actionable insights and recommendations to enhance the customer experience based on journey mapping and workflow analysisPresent findings to stakeholders through visualizations, reports, and presentationsWork with teams to ensure the successful implementation of recommended changesCollaboration:Partner with product managers, UX designers, marketing, and other stakeholders to align customer journey improvements with overall business objectivesSupport teams in creating customer-centric strategies that drive customer satisfaction, retention, and loyaltyContinuous Improvement:Stay updated on industry trends and best practices in customer journey mapping and workflow optimizationImplement continuous improvements to the mapping and analysis processes to ensure they evolve with customer and business needsAs Workflow Analyst, You NeedBachelors degree in Business, Marketing, UX Design, or a related fieldExperience in customer journey mapping, workflow analysis, or process improvementExperience with customer journey mapping tools like Lucid chart, Smaply, or MiroKnowledge of Lean, Six Sigma, or other process improvement methodologiesStrong analytical skills with the ability to interpret data and make data-driven recommendationsExcellent communication skills and the ability to present complex information to diverse stakeholdersFamiliarity with customer experience (CX) tools and software (e.g., journey mapping tools, CRM systems)Problem-solving mindset and attention to detailAbility to work cross-functionally and manage multiple projects simultaneouslyInterested Candidates can share your CV : munagala.santoshi@intouchcx.com

Job Description Greetings from Intouch CX Currently we are hiring for International Voice and Non-Voice process for Freshers and experienced both!!! Roles & responsibilities Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines.Support through Voice and Chat.Candidate should have at least 6 months experience in International Voice Process.Carry sales or customer support experience is a plus.Previous relevant experience in chat and voice.Ability to build rapport with the customer.Ability to overcome objections and ask for business.Preferred candidate profile: Must be fluent in EnglishExcellent Communication can ApplyBoth freshers and experienced can applyOnly Graduate can apply24/7 shifts and rotational week offs (5 days working a week)Two-way cab facility is provided based on transport boundary.Candidate who is comfortable working from office can applyNeed Immediate Joiners onlyNo virtual Interview is availableOut of station candidates are Strictly not eligiblePursuing education candidates are strictly not eligiblePerks and benefits You'll develop your emotional intelligence .you'll learn your product or service, inside and out you'll build transferable Skills. you can educate customers without selling. you can develop a side project. you'll learn how to effectively solve problems. Address : 2A Building, Raheja Mindspace IT Park, 4th & 5th Floor, Maximus Towers, HITEC City, Madhapur, Telangana 500081 Interview timings : 11:00 AM to 3:00 PM Interested Candidates share their updated resume on below WhatsApp numbers: HR Rahela 9963039892

Job Description Greetings from Intouch CX Currently we are hiring for International Voice and Non-Voice process for Freshers and experienced both!!! Roles & responsibilities Respond to customer complaints in a professional manner via chat; attempt to resolve complaints successfully in accordance with established guidelines.Support through Chat.Candidate should have at least 6 months experience in Customer Support.Carry sales or customer support experience is a plus.Previous relevant experience in chat.Ability to build rapport with the customer.Ability to overcome objections and ask for business.Preferred candidate profile: Must be fluent in EnglishExcellent Communication can ApplyBoth freshers and experienced can applyUG/Graduate/PG can apply24/7 shifts and rotational week offs (5 days working a week)Two-way cab facility is provided based on transport boundary.Candidate who is comfortable working from office can applyNeed Immediate Joiners onlyNo virtual Interview is availableOut of station candidates are Strictly not eligiblePursuing education candidates are strictly not eligible Address : 2A Building, Raheja Mindspace IT Park, 4th & 5th Floor, Maximus Towers, HITEC City, Madhapur, Telangana 500081 Interview timings : 11:00 AM to 3:00 PM For more Info, you can reach out to the below number -HR Rahela 9963039892