* Handle international customer inquiries via phone, email, or chat in a professional and courteous manner. * Resolve customer issues promptly and efficiently while maintaining high levels of customer satisfaction. * Collaborate with internal teams to resolve complex issues and escalate when necessary. * Meet performance targets for quality, productivity, and sales metrics 6 Days working. Good incentive part. Day shift for girls. Night allowance for boys. Preferred candidate profile
Job Title: Assistant Operations Manager BPO Department: Operations Reports To: Operations Manager / General Manager Location: Vadodara Job Type: Full-Time Job Summary: The Assistant Operations Manager supports the Operations Manager in overseeing daily BPO operations, ensuring service level agreements (SLAs), quality, and productivity metrics are consistently met. This role involves managing team leads and agents, streamlining processes, handling client communications when required, and ensuring overall operational efficiency and client satisfaction. Key Responsibilities: Assist in managing day-to-day operations of assigned BPO campaigns (voice/non-voice/inbound/outbound). Supervise Team Leaders and ensure adherence to performance targets (KPIs and SLAs). Monitor team performance and provide coaching, feedback, and corrective actions as needed. Ensure compliance with client requirements, company policies, and standard operating procedures (SOPs). Analyze daily, weekly, and monthly reports and derive insights for performance improvement. Work closely with quality and training teams to implement performance improvement plans. Coordinate staffing, scheduling, and floor support to ensure adequate coverage and productivity. Address escalated issues from agents or clients and provide prompt resolution. Assist in new process transitions, training, and onboarding of staff. Support continuous improvement initiatives and participate in strategic planning. Key Performance Indicators (KPIs): SLA Achievement (AHT, FCR, TAT, etc.) Agent & Team Productivity Attrition & Absenteeism Rates Customer Satisfaction (CSAT/NPS) Quality Assurance Scores Client Feedback & Escalation Resolution Time Qualifications & Requirements: Bachelor’s degree in Business Administration, Management, or related field preferred. 3+ years of experience in BPO operations, with at least 1 year in a supervisory or managerial role. Strong understanding of BPO KPIs, call center metrics, and performance management. Excellent communication, leadership, and interpersonal skills. Proficient in MS Office tools and call center software (e.g., CRM, dialers, reporting tools). Ability to work in a fast-paced, high-pressure environment with flexibility for night shifts or rotational shifts if required. Preferred Skills: Experience in managing both voice and non-voice processes. Exposure to international clients and cross-cultural teams. Strong problem-solving and decision-making ability. Knowledge of Six Sigma or other process improvement methodologies is a plus.
Role & responsibilities Managing a team of quality auditors. Conduct quality audits, call audits, and call monitoring to ensure adherence to quality standards. Perform Pareto analysis and CSAT calculations to identify areas for improvement. Utilize QC tools such as 7QC, TNI, and other quality management tools. Develop and implement quality improvement initiatives using techniques like Six Sigma Quality and Lean Methodologies. Collaborate with team members to resolve customer complaints and improve overall call calibration processes. Proficiency in quality monitoring tools and software. Ability to work in a fast-paced environment and manage multiple priorities. Proficient in MS Office Suite (Word, Excel, PowerPoint) Attention to detail and a commitment to quality. Problem-solving and critical-thinking abilities. Share your resume on what's app - 7990751875 or email - saad.dangiwala@isonxperiences.com
Role & responsibilities For Banking Sales : Skills required: Good Communication & comprehensive Skills, Candidate should not have MTI, Ability to write and understand English, Ability to write, speak and understand regional language as specified, Good Analytical Skill Minimum Qualification: 12th or Diploma or 10th plus 2 years of ITI Language Proficiency: Hindi & English Gujarati, Hindi & English Shift Timing: Only day shifts CTC: Fresher & Under graduate- CTC: Rs 14,574 per month Experienced or Graduate- CTC: Rs 15709 per month Plus there would be incentive (variable pay out) which does not have any capping For Telecom Customer Service : Job Description : Age: Minimum 18 yrs to 35 yrs Minimum Qualification: 12th or Diploma or 10th plus 2 years of ITI Computer Skills: Should be able to navigate computer with basic computer handling skills Typing Speed: 20 WPM with 80% accuracy Responsibility: Handling request, Queries and complain through Inbound/Outbound calls Shift Timing : For Female: Any 9 hours shift from 6 AM to 8 PM (Including 1 hour break) For Male: Any 9 hours shift from 12 PM to 12 midnight (Including 1 hour break) CTC : Upto Rs 15,709 (Including PF & ESIC) for Non Marathi candidates Upto Rs 17,500 (Including PF & ESIC) for Marathi candidates Upto Rs 20,000 (Including PF & ESIC) for English candidates Office address : 3rd Floor, E-Wing, Siddharth Excellence, Opposite Pancham ICON, Near D Mart, Vasna Road, Vadodara Preferred candidate profile
Role & responsibilities : Lead a team of operations staff to ensure efficient delivery of services. * Coach and develop team members to improve performance and productivity. * Supervise daily operations, monitor KPIs, and implement process improvements. * Motivate the team to achieve targets and maintain high levels of customer satisfaction.
Role & responsibilities: Source and attract top talent through various channels such as social media, job boards, employee referrals, and internal databases. Conduct initial screening of resumes and cover letters to identify suitable candidates for lateral hiring positions. Coordinate with hiring managers to understand their requirements and provide them with a shortlisted list of potential candidates. Manage the end-to-end recruitment process from sourcing to onboarding new employees. Ensure timely communication with both clients (hiring managers) and applicants throughout the recruitment cycle. Need immediate joiner. Share your resume on what's app - 8076170239 or email - sanjeev.dedha@isonxperiences.com