Key Responsibilities: Lead and manage a team of 10–20 chat support agents handling international clients. Monitor daily operations and agent performance to ensure productivity and quality targets are met. Provide real-time support and guidance to agents during chat interactions. Conduct regular coaching, training, and feedback sessions to develop team capabilities. Handle escalations and resolve customer concerns in a timely and professional manner. Prepare performance reports and share insights with management to improve operations. Ensure compliance with process standards, policies, and client requirements. Participate in workforce planning, rostering, and leave management. Motivate the team to achieve individual and team KPIs. Collaborate with quality and training teams to ensure consistent performance improvements. Key Requirements: Education: Graduate in any discipline (Bachelor’s degree preferred). Experience: Minimum 2–4 years in a BPO environment, with at least 1 year in a team leadership role within a chat/email process . Strong knowledge of customer service metrics (AHT, CSAT, FCR, etc.). Excellent written communication and interpersonal skills. Proficient in using CRM/chat tools, MS Excel, and reporting dashboards. Ability to work under pressure and manage multiple priorities. Flexibility to work in rotational shifts, including weekends if required. Preferred Skills: Experience handling clients from US/UK/Australia regions. Exposure to Lean/Six Sigma methodologies is a plus. Multilingual ability is an advantage. Job Types: Full-time, Permanent Pay: ₹350,000.00 - ₹500,000.00 per year Benefits: Commuter assistance Food provided Provident Fund Schedule: Day shift Morning shift Night shift Rotational shift Supplemental Pay: Performance bonus Shift allowance Work Location: In person Expected Start Date: 23/06/2025
Key Responsibilities: Maintain books of accounts using Tally Prime/ERP 9 Handle daily accounting entries : journal, sales, purchase, payments, and receipts Reconcile bank statements , ledgers, and intercompany accounts Prepare and file GST returns (GSTR-1, GSTR-3B) and TDS returns Assist in month-end and year-end closing Generate MIS reports , including profit and loss, balance sheet, and cash flow Maintain and update inventory records , payroll , and fixed asset register Coordinate with auditors for statutory audit, internal audit, and tax audit Ensure compliance with Income Tax, GST, and MCA regulations Required Skills: Tally Prime (mandatory) Microsoft Excel (pivot tables, formulas like VLOOKUP, SUMIF, etc.) Basic knowledge of GST , TDS , and Indian accounting standards Good understanding of invoice processing and bank reconciliation Familiarity with e-way bill generation and GST portals Qualifications: Bachelor’s degree in Commerce (B.Com, M.Com) CA Inter / CMA Inter (preferred, not mandatory) Preferred Attributes: Attention to detail and accuracy Strong analytical and problem-solving skills Ability to meet deadlines and work independently Good communication skills (English & Hindi/Odia) Job Types: Full-time, Permanent Pay: ₹180,000.00 - ₹240,000.00 per year Benefits: Commuter assistance Food provided Provident Fund Schedule: Day shift Morning shift Night shift Rotational shift Supplemental Pay: Performance bonus Work Location: In person Expected Start Date: 23/06/2025
Job Summary: We are seeking a detail-oriented and analytical Quality Analyst to monitor and assess the quality of interactions between our customer service representatives and clients. The QA will ensure adherence to company policies, standard operating procedures (SOPs), and client requirements. This role involves auditing calls/chats/emails, providing feedback, identifying training needs, and driving continuous improvement in service delivery. Key Responsibilities: Monitor and evaluate voice/non-voice interactions (calls, chats, emails) to ensure service standards are met. Conduct regular audits using defined quality parameters and scorecards. Provide constructive feedback to agents and team leads to improve customer experience and performance. Analyze quality trends and recommend process improvements or training interventions. Collaborate with operations, training, and compliance teams to drive quality initiatives. Document QA findings, maintain audit records, and generate periodic reports. Participate in calibration sessions with internal teams and clients to ensure uniformity in scoring. Support new hire evaluations and process rollouts with quality guidance. Qualifications & Skills: Bachelor’s degree or equivalent experience. 3–5 years of experience in a BPO/Call Center QA role. Strong knowledge of customer service principles and BPO workflows. Excellent communication skills (written and verbal). Good listening, analytical, and problem-solving skills. Proficiency in MS Office (especially Excel) and QA tools (e.g., NICE, Verint, Calabrio). Ability to multitask, work independently, and meet deadlines. Preferred Skills: Exposure to Six Sigma or other quality frameworks is a plus. Experience in both voice and non-voice processes. Knowledge of CRM platforms (e.g., Salesforce, Zendesk) is an advantage. Key Metrics to be Evaluated On: Audit Accuracy & Volume Feedback Effectiveness Process Improvement Initiatives Calibration Scores Agent Performance Impact Job Types: Full-time, Permanent Pay: ₹20,000.00 - ₹25,000.00 per month Benefits: Commuter assistance Food provided Provident Fund Schedule: Night shift Language: English (Preferred) Work Location: In person Expected Start Date: 01/08/2025
Job Summary: We are seeking a dynamic and experienced BPO Trainer to design, deliver, and manage training programs for new hires and existing employees. The ideal candidate will be responsible for enhancing employee skills, improving performance, and ensuring process compliance across voice and non-voice operations. Key Responsibilities: Conduct new hire training (NHT) and onboarding sessions for voice/non-voice processes. Deliver refresher training , upskilling, and cross-skilling sessions as required. Create and update training materials , SOPs, assessments, and e-learning content. Track and analyze training effectiveness using metrics like post-training scores, quality audits, and performance feedback. Collaborate with operations, quality, and HR teams to identify training needs and skill gaps. Facilitate soft skills, communication skills, product/process, and compliance training . Maintain training reports , attendance records, and feedback documentation. Ensure a high level of engagement, interaction, and learner satisfaction during training sessions. Coach and mentor agents during OJT (On-the-Job Training) . Stay updated with industry trends, tools, and BPO standards . Required Skills and Qualifications: Bachelor’s degree in any discipline. Minimum 3–6 years of training experience in a BPO or customer service environment. Excellent communication, presentation, and interpersonal skills . Proven ability to train across various BPO verticals (voice, email, chat, or blended). Strong facilitation , classroom management , and instructional design skills. Familiarity with learning management systems (LMS) and training analytics. Ability to handle multiple batches, deadlines , and dynamic process requirements. Certification in Train-the-Trainer (TTT) or similar will be an added advantage. Preferred Attributes: Flexible to work in rotational shifts/ night shift. Exposure to international processes or clients . Strong analytical and problem-solving mindset. Passion for coaching and continuous improvement. Job Types: Full-time, Permanent Pay: ₹20,000.00 - ₹25,000.00 per month Benefits: Commuter assistance Food provided Provident Fund Schedule: Night shift Supplemental Pay: Performance bonus Language: English (Preferred) Work Location: In person Expected Start Date: 01/08/2025
About the job: Key responsibilities: 1. Handle customer queries through live chat, email, and messaging platforms. 2. Provide accurate, timely, and effective resolutions while maintaining high-quality service. 3. Understand customer needs and offer appropriate solutions or alternatives. 4. Follow communication scripts, policies, and procedures. 5. Escalate unresolved issues to higher support levels as needed. 6. Maintain detailed and accurate records of customer interactions. 7. Meet or exceed individual and team performance metrics (AHT, CSAT, QA, etc.). 8. Collaborate with team members to improve service delivery and processes. Who can apply: Only those candidates can apply who: have minimum 1 years of experience Salary: ₹ 2,00,000 - 3,00,000 /year Experience: 1 year(s) Deadline: 2025-07-24 23:59:59 Other perks: 5 days a week, Free snacks & beverages, Cab/Transportation facility, Health Insurance Skills required: Effective Communication Other Requirements: Graduate in any discipline (Undergraduates with relevant experience can also apply). Experience in e-commerce, SaaS, or technical support domains is advantageous. Minimum 6 months – 2 years of experience in a chat support or similar customer service role (preferably international process). Excellent written English communication skills. Typing speed of 35–40 WPM with high accuracy. About Company: Kalinga IT Enabled Services LLP is a Business Process Outsourcing (BPO) company located in Bhubaneswar, India, specializing in accounting and customer support services. They offer services such as bookkeeping, financial reporting, and customer service support via voice, chat, and email. The company also provides training and support for their agents, ensuring high-quality service delivery.
Key ResponsibilitiesInfrastructure & Systems Management Provision and maintain desktops/laptops, headsets, and peripherals for chat agents. Setup and configure chat support applications, CRM, ticketing tools, and productivity suites . Ensure stable internet connectivity with redundancy (primary + backup ISP) . Manage LAN, Wi-Fi, firewalls, and switches for secure and uninterrupted operations. Oversee server (on-prem/cloud) setup for chat application hosting, if required. User & Access Management Create and manage user IDs, logins, email accounts, and chat tool access . Apply role-based access control (RBAC) to ensure agents have minimum access needed. Handle password resets, account lockouts, and permission escalations . Security & Compliance Ensure endpoint protection (antivirus, DLP, patch management) across devices. Enforce client-specific data security guidelines (no external storage, restricted websites, logging activity). Monitor chat logs, data storage, and access controls as per compliance. Conduct periodic IT audits, vulnerability scans, and compliance checks (ISO, GDPR, HIPAA if applicable) . Support & Troubleshooting Provide L1/L2 IT support for chat agents during live operations. Troubleshoot login issues, application crashes, network downtime, or hardware failures . Escalate to L3 / external vendors for complex issues. Document recurring IT issues and propose process or infrastructure improvements. Monitoring & Reporting Track uptime and downtime incidents , ensuring adherence to SLA. Maintain logs for system updates, backups, and incident resolutions . Provide daily/weekly IT status reports to Operations and Clients (if required). Business Continuity & DR (Disaster Recovery) Maintain backup systems, redundant servers, and secondary ISPs . Create and test disaster recovery plans for chat application continuity. Support shift transitions ensuring IT readiness across 24x7 operations. Key Skills & Competencies Strong knowledge of Windows/Mac OS, Active Directory, MS Office 365/Google Workspace . Experience in chat platforms (Zendesk, Freshchat, Intercom, Salesforce Chat, etc.) . Knowledge of networking (LAN/WAN, VPN, Firewalls, Load balancers) . Familiarity with cloud platforms (AWS, Azure, GCP) for chat process hosting. Understanding of BPO compliance standards (ISO 27001, SOC2, GDPR). Ability to handle pressure in live chat operations with quick turnaround. Strong documentation, reporting, and communication skills. Job Types: Full-time, Permanent Pay: ₹25,000.00 - ₹30,000.00 per month Benefits: Paid sick time Provident Fund Work Location: In person
Key ResponsibilitiesInfrastructure & Systems Management Provision and maintain desktops/laptops, headsets, and peripherals for chat agents. Setup and configure chat support applications, CRM, ticketing tools, and productivity suites . Ensure stable internet connectivity with redundancy (primary + backup ISP) . Manage LAN, Wi-Fi, firewalls, and switches for secure and uninterrupted operations. Oversee server (on-prem/cloud) setup for chat application hosting, if required. User & Access Management Create and manage user IDs, logins, email accounts, and chat tool access . Apply role-based access control (RBAC) to ensure agents have minimum access needed. Handle password resets, account lockouts, and permission escalations . Security & Compliance Ensure endpoint protection (antivirus, DLP, patch management) across devices. Enforce client-specific data security guidelines (no external storage, restricted websites, logging activity). Monitor chat logs, data storage, and access controls as per compliance. Conduct periodic IT audits, vulnerability scans, and compliance checks (ISO, GDPR, HIPAA if applicable) . Support & Troubleshooting Provide L1/L2 IT support for chat agents during live operations. Troubleshoot login issues, application crashes, network downtime, or hardware failures . Escalate to L3 / external vendors for complex issues. Document recurring IT issues and propose process or infrastructure improvements. Monitoring & Reporting Track uptime and downtime incidents , ensuring adherence to SLA. Maintain logs for system updates, backups, and incident resolutions . Provide daily/weekly IT status reports to Operations and Clients (if required). Business Continuity & DR (Disaster Recovery) Maintain backup systems, redundant servers, and secondary ISPs . Create and test disaster recovery plans for chat application continuity. Support shift transitions ensuring IT readiness across 24x7 operations. Key Skills & Competencies Strong knowledge of Windows/Mac OS, Active Directory, MS Office 365/Google Workspace . Experience in chat platforms (Zendesk, Freshchat, Intercom, Salesforce Chat, etc.) . Knowledge of networking (LAN/WAN, VPN, Firewalls, Load balancers) . Familiarity with cloud platforms (AWS, Azure, GCP) for chat process hosting. Understanding of BPO compliance standards (ISO 27001, SOC2, GDPR). Ability to handle pressure in live chat operations with quick turnaround. Strong documentation, reporting, and communication skills. Job Types: Full-time, Permanent Pay: ₹25,000.00 - ₹30,000.00 per month Benefits: Paid sick time Provident Fund Work Location: In person
Key Responsibilities: Manage day-to-day accounting operations including journal entries, sales, purchases, and bank reconciliations. Prepare and file GST returns (GSTR-1, GSTR-3B, etc.) on a monthly/quarterly basis. Handle TDS calculations, deductions, and timely return filing . Maintain accurate records of accounts payable and receivable . Prepare monthly, quarterly, and annual financial statements . Monitor cash flow and assist with budgeting and forecasting . Coordinate with auditors during statutory and internal audits. Ensure timely compliance with ROC, Income Tax, and other statutory filings . Work with external consultants or CA firms as required. Proficient use of Tally ERP / Prime , MS Excel, and other accounting software. Qualifications & Skills: Education: B.Com / M.Com / BBA (Finance) / MBA (Finance) Certification like CA Inter / CMA is preferred Experience: 1–5 years of relevant accounting experience (industry-specific experience preferred) Technical Skills: Hands-on experience with Tally ERP / Tally Prime Working knowledge of GST, TDS, PF, ESI , and Indian statutory compliance Good command of MS Excel (VLOOKUP, Pivot Table, etc.) Soft Skills: Attention to detail and high level of accuracy Good communication and reporting skills Ability to work independently and manage time effectively Job Types: Full-time, Permanent Pay: ₹20,000.00 - ₹25,000.00 per month Benefits: Provident Fund Work Location: In person
Job Title Senior Operations Manager – International Chat Support (BPO) Location: Bhubaneswar Experience 10–15 years in BPO / Contact Center Operations, with at least 5 years managing international chat or omnichannel support at a senior leadership level Employment Type Full-Time Job Summary The Senior Operations Manager – International Chat Support will lead and manage high-volume international chat operations within a BPO environment. The role is responsible for operational delivery, client satisfaction, SLA governance, people leadership, cost optimization, and continuous improvement across multiple international programs. Key Responsibilities Operations & Service Delivery Manage end-to-end international chat support operations across US, UK, APAC, and EMEA clients Ensure achievement of SLAs, KPIs, CSAT, QA, FCR, AHT, and productivity targets Oversee daily operations reviews, capacity planning, and real-time queue management Drive operational stability during peak volumes and business-critical periods Client & Account Management Act as the senior escalation point for global clients Lead client reviews, performance presentations, and governance calls Support new client transitions, pilot programs, and volume ramp-ups Partner with sales and solutions teams during RFPs and due diligence People Leadership & Workforce Management Lead Operations Managers, Team Leads, QA, Trainers, and WFM teams Drive performance management, coaching, and leadership development Manage attrition, absenteeism, and engagement initiatives Ensure optimal staffing, shift planning, and shrinkage control Quality, Compliance & Risk Ensure adherence to client-defined quality standards and compliance guidelines Manage audits related to data security, ISO, SOC, GDPR, HIPAA (as applicable) Drive root cause analysis and corrective action plans for defects and escalations Ensure strict adherence to information security and confidentiality policies Process Excellence & Transformation Lead Lean / Six Sigma initiatives to improve efficiency and reduce costs Identify opportunities for automation, macros, AI chatbots, and self-service tools Standardize SOPs, playbooks, and best practices across chat programs Drive digital transformation initiatives in collaboration with IT and product teams Financial & Business Ownership Own P&L for assigned chat accounts Manage budgets, cost per contact, productivity, and margin improvement Support forecasting, pricing models, and resource planning Key Skills & Competencies Strong experience in international BPO chat support operations Proven ability to manage large teams (300+ FTE) across shifts Deep understanding of chat-specific KPIs and omnichannel environments Excellent client management and executive communication skills Strong analytical mindset with data-driven decision making Experience with WFM tools, CRM platforms, and chat technologies Exposure to automation, AI, and digital CX tools preferred Educational Qualifications Graduate in any discipline MBA / PGDM in Operations, HR, or Business Management preferred Certifications (Preferred) Six Sigma Green Belt / Black Belt COPC PMP / ITIL (added advantage) Reporting To VP – Shared Service Operations Job Types: Full-time, Permanent Pay: ₹700,000.00 - ₹900,000.00 per year Benefits: Provident Fund Work Location: In person