75 Nps Jobs

J ob Title: Team Leader International Process- Location: Pune Work Mode: Work From Office (WFO) Working Days: 5 Days a Week Shift: Flexible for 24x7 Environment Job Summary: We are seeking an experienced and dynamic Team Leader with strong background in managing international customer support operations. The ideal candidate will lead a team of 15-20 members, driving performance and productivity while maintaining high standards of customer satisfaction. Key Responsibilities: Lead and manage a team of 15-20 team members in an international voice or non-voice process. Drive performance metrics including productivity, quality, shrinkage, attrition , and AHT targets based on tenure buckets. Handle escalations and provide strong floor support during operations. Conduct weekly monitoring , feedback , and coaching sessions to enhance team performance. Guide and mentor new team members through coaching and on-the-job training. Review current processes, identify areas of improvement, and implement recommendations to boost overall performance and CSAT (Customer Satisfaction). Perform TNI (Training Needs Identification) and bridge process gaps effectively. Ensure that IC (Individual Contributor) targets are met by the team. Utilize MS Excel and other basic computer tools to generate and track reports. Required Skills & Qualifications: Prior experience in international process handling required. Proven experience in team handling , including the ability to manage and develop team members and subordinates. Strong supervisory skills with the ability to inspire and drive performance. Excellent written and verbal communication skills in English . Well-organized, methodical, and detail-oriented. Proficient with basic computer operations and MS Excel . Additional Requirements: Flexible to work in a 24x7 shift environment . Willingness to work from office ( WFO ). Preferred Experience: 2+ years of experience in team leading roles within an international BPO/KPO environment. Background in German customer support or German-speaking client management is highly advantageous. Ready to take the lead? Join our team and drive international customer service excellence with your leadership and language skills! Please share your resume on - 7042379178

Role & responsibilities - Key Responsibilities: Develop and implement customer service strategies aligned with the company goals and objectives. Set targets for customer service for both B2C and for B2B modes across financial and non-financial sectors Lead, mentor, and motivate the customer service team to achieve performance targets. Oversee the resolution of customer complaints and issues, ensuring timely and effective solutions. Automate where possible. Monitor and analyse customer service metrics to identify areas for improvement. Collaborate with other departments to enhance the customer journey and implement best practices. Ensure compliance with regulators, company policies, procedures, and regulatory requirements. Drive continuous improvement initiatives to enhance service quality and efficiency. Preferred candidate profile - Strong understanding of automated customer service mechanisms Very strong team building and management skills Ability of understand existing customer service processes and make them better Proven experience in a senior customer service role, across multiple industries (preferably customer facing industries like telecom and banking) Strong leadership skills with the ability to manage and inspire a large team. Excellent communication and interpersonal skills. Ability to handle high-pressure situations and resolve conflicts effectively. Strong analytical skills with the ability to interpret data and make informed decisions. Proficiency in using customer service software and tools.

Job Title: Team Leader International Process (German Language Support) Location: [Gurgaon] Work Mode: Work From Office (WFO) Working Days: 5 Days a Week Shift: Flexible for 24x7 Environment Job Summary: We are seeking an experienced and dynamic Team Leader with proficiency in German language and a strong background in managing international customer support operations. The ideal candidate will lead a team of 15-20 members, driving performance and productivity while maintaining high standards of customer satisfaction. Key Responsibilities: Lead and manage a team of 15-20 team members in an international voice or non-voice process. Drive performance metrics including productivity, quality, shrinkage, attrition , and AHT targets based on tenure buckets. Handle escalations and provide strong floor support during operations. Conduct weekly monitoring , feedback , and coaching sessions to enhance team performance. Guide and mentor new team members through coaching and on-the-job training. Review current processes, identify areas of improvement, and implement recommendations to boost overall performance and CSAT (Customer Satisfaction). Perform TNI (Training Needs Identification) and bridge process gaps effectively. Ensure that IC (Individual Contributor) targets are met by the team. Utilize MS Excel and other basic computer tools to generate and track reports. Required Skills & Qualifications: Proficiency in German language (spoken and written) mandatory. Prior experience in international process handling required. Proven experience in team handling , including the ability to manage and develop team members and subordinates. Strong supervisory skills with the ability to inspire and drive performance. Excellent written and verbal communication skills in English . Well-organized, methodical, and detail-oriented. Proficient with basic computer operations and MS Excel . Additional Requirements: Flexible to work in a 24x7 shift environment . Willingness to work from office ( WFO ). Preferred Experience: 2+ years of experience in team leading roles within an international BPO/KPO environment. Background in German customer support or German-speaking client management is highly advantageous. Ready to take the lead? Join our team and drive international customer service excellence with your leadership and language skills! Please share your resume on - 7042379178

Achieve retirement business targets via Annuity, PFM shift, Retail PRAN Execute business plan and drive sales Ensure policy issuance and follow-ups Promote products in Govt. departments Track pre-exit data and boost counter share

Position: Head - Customer Experience - Product Location: Bangalore About Qrata Qrata matches top talent with global career opportunities from the world's leading digital companies including some of the world's fastest growing start-ups using qrata's talent marketplaces. To sign-up please visit Qrata Talent Sign-Up Client we are Hiring for: It believes the current market for beauty products is under-served in tier-2/3 cities & the consumer experience is sub-optimal with broken purchase journeys. It is is an omni-channel BPC retail platform focussed on building The world of Beauty’ for tier-2/3 markets. The company currently operates with 30+ beauty stores & online App across 7 cities in KA & TN. Company head count is 100+ with mid & senior team members working out of Mysore, Coimbatore & Bangalore offices Current investors include Accel, InfoEdge, IF India & MVP Key Qualification Unshaken self-confidence to build disruptive innovation at scale Key Responsibilities Own key CX metrics (e.g., NPS) to measure the effectiveness of CX initiatives and identify areas for improvement Design and optimize the end-to-end customer journey, from initial interaction to repeat transaction, leveraging customer insights and data-driven decision-making. Strategize & oversee implementation of marketing plan Cross-functional Ideation & Execution with the offline sales & marketing teams on locally oriented customer experience improvement strategies Collaborate cross-functionally with product team on its applications Shape a winning brand strategy with other stakeholders Core team member of senior leadership group Key Requirements 10-12++ years of experience Comfortable working in fast-paced, target driven environment Passionate about building a beauty platform for tier-2/tier-3 markets Leadership Experience Preferred Experience Brand strategy experience (B2C) Brand marketing experience – Handling pan-India strategy for BTL, ATL & In-app communications (B2C) Partnerships & collaborations

Tech Mahindra is Hiring for UK CUSTOMER SERVICE - VOICE Process. Eligibility : HSC/Graduate with minimum 6 months of INTERNATIONAL BPO experience (Voice). SSC with minimum 1 year of INTERNATIONAL BPO experience. Freshers also Welcome Ex- Employees are welcomed, subject to eligibility. Candidates should be comfortable in working from Office. Location: MUMBAI (MALAD WEST) Designation: Customer Relations Advisor. CANDIDATES WITH GOOD COMMUNICATION SKILLS, DO NOT MISS OUT THE OPPORTUNITY TO EARN GOOD INCENTIVES. CANDIDATES WITH INTERNATIONAL PROCESS EXPERIENCE WILL BE PREFERRED. INTERESTED CANDIDATES CAN CALL/ WHATSAPP CV TO HR on - Pragati 8850664461 OR Rechal 8451973989 Regards, HR Team

Designation: Team Lead Location: Bangalore Shift: Night Shift (Work from Office) Note: Interested candidates can share their resume to hr.lateral@247.ai Must have: International Chat / voice process in past/current. Telecom process as a Team Lead / Associate Team Lead. Good understanding about Attrition and Shrinkage. Responsibilities Responsible for delivery of services for a span of 15 to 20 agents Performance monitoring, data analysis for service delivery Coach, train and provide feedback for effective performance management Upkeep MIS and reports as per the program requirement Motivate the staff to exceed customer expectations Maintain compliance to all regulatory requirements for the business Handle additional process responsibilities as and when delegated Computer literate and well versed with MS-Office tools Day to day decision making capability High Level Tasks: Maintain Customer Engagement through the life of the Customer Request from initiation through to closure Successfully identify the customers requirements; Interpret Customer Contracts to ensure services are billed correctly; Provision the appropriate orders through Client Business Network Provisioning or through other Carrier Provisioning systems (including Design and Commercial Preparation activities as required); Manage Client internal workgroups to deliver to customer or Client project schedules, involving multiple sites, services or a level of complexity requiring project-based coordination. Manage external Vendors to achieve completion within required timeframes; Handover to internal operational groups to ensure seamless Customer Support for New Customer or New LoB. provisioning of mobile voice services provisioning of mobile data services including: blackberry, mobile broadband, GPRS, Microsoft direct push and WIP VPN etc Provisioning and Updates of basic VAS products including: SMS, voicemail, MMS, caller ID, international roaming and surepage etc Email Products including email SMS, SMS broadcast, SMS Gateway etc Other products/services including: Bill on behalf, hardware ordering, OPOM to GSM transfers, porting and corporate employee plans etc Bulk provisioning of mobile products using TTWin/VB scripts Qualifications: Tertiary qualification and or previous international Service Desk experience will be required. However Client may review this inline with market trends. 3-5 years demonstrated experience working in a similar industry (i.e. telecommunications) competency Skills & Knowledge: Thorough understanding of Customer support & delivery principles for the telecom domain supported by experience within a Call Centre, Service Desk and Asset Management operations (or similar environment) Thorough understanding of Customer Request management and experience delivering within Customer Service Levels Thorough understanding of Client voice/data (telecom, networking and bandwidth) products, including business rules to provision. Thorough understanding of Services and Customer Premise Equipment delivered by Third Party Providers and how these integrate with Carriage Services Excellent written and verbal communication skills with experience applying these skills to engage professionally with the Customer, Vendors and internal Client workgroups. Understands the requirement to deliver to Customer within agreed timeframes (or Contract Service Levels) and has experience co-ordinating own workload in conjunction with work from other groups to achieve required outcomes Understands the benefits of working systematically to identify root causes, anticipate implications and resolve problems and has experience working in this environment Understands the importance of issue management and can demonstrate ability to escalate issues at the right time, along with initial assessments and suggested resolutions Proven ability to quickly absorb new information about telecommunications offerings and network/telecom provisioning processes and apply to on the job activities Proactive in the establishment of professional relationships at appropriate levels of the customer structure and within Client. Ability to recognise the Commercial impact of a situation and to consider both the Customer and Commercial requirements in decision making High level of spoken and written English Computer literate e.g. Outlook, Word, Excel, Internet Explorer Excellent telephone manner Strong comprehension skills strong time management, Customer Service, product awareness, problem solving and analysis, Attention to detail, Customer contract awareness, Excellent telephone manner, Technical Aptitude, Competencies: Customer Focus Communicating Clearly Professional Focus Embracing Change Listening and Questioning skills Teamwork Product knowledge Commitment to culture Concern for quality and standards Relationship building Ability to analyse and solve problems Effective understanding of technology Brand ambassador

Roles and Responsibilities Manage international process team, ensuring efficient operations and meeting SLAs. Oversee AHT, shrinkage control, attrition management, KPIs (NPS), and rostering processes. Develop strategies to improve CSAT scores through effective communication with clients. Collaborate with cross-functional teams to resolve issues related to BPO operations. Ensure compliance with industry standards and regulations in the BPO sector. Contact - Neelam HR - 9594690866

Must have Min 1+yrs exp as a Team Leader from International Voice Process BPO. Should be Team Leader on papers from International Voice process. Must know KPI's CSAT/NPS/AHT US Shifts Fluent English Call 8447780697 send CV monu@creativeindians.com

J ob description Should have minimum 4+ years of experience in BPO. International Voice experience is mandate. Should have been designated as a Team Lead for at least 2 years on papers. Should be able to calculate Attrition, Shrinkage, AHT. Should be aware of NPS, Repeat & Churn. Should be aware of Occupancy and Utilization formulas. Candidate should be good in communication. Location: Preferred Chennai based candidates. Interested candidate can share resume on: - Email ID: NandhiniA1@hexaware.com Contact Number: 7358342513

Requirements of Team Lead for Domestic non voice Process ( Email Process ) Must be aware of shrinkage, attrition, AHT, NPS, CSAT Must have fair understanding of presenting MBR, QBR and WBR Must be from BPO industry HR Deeksha 7697428237 Required Candidate profile Must have 1 years+experience in Same Designation Graduation is mandate Need excellent communication in English Should have handled a team of 15+ people Team Leading Experience in Email Process

Role Overview: - We are seeking a seasoned and customer-obsessed leader to head our Customer Support team in the fast-paced world of retail and eCommerce. - The ideal candidate will have deep experience in managing omni-channel customer support operations, driving customer satisfaction, and resolving high-volume queries with empathy and efficiency. - This role is pivotal in shaping post-purchase experiences, managing escalations, and ensuring seamless interaction between our brand and our customers. Key Responsibilities: Team Leadership & Development: - Build, lead, and coach a scalable customer support team across voice, chat, email, and social platforms. - Set and monitor KPIs such as TAT, AHT, FCR, CSAT, and NPS. - Ensure adequate staffing, training, and motivation for seasonal or campaign-driven volumes. Customer Experience Excellence: - Own the customer journey from post-purchase to complaint resolution, including delivery issues, returns, refunds, and product queries. - Implement frameworks for consistent, empathetic, and timely resolutions. - Handle high-impact escalations and work closely with fulfillment, tech, and logistics to provide quick solutions. Operational Efficiency: - Design and implement SOPs for various support categories (orders, returns, cancellations, etc.). - Leverage automation tools, chatbots, and CRM to optimize handling time and reduce manual interventions. - Coordinate with warehousing, last-mile partners, and internal operations to reduce support ticket volumes. Analytics & Continuous Improvement: - Analyze ticket data to uncover trends, recurring issues, and areas of improvement. - Share actionable insights with product, tech, and business teams to enhance platform UX and reduce friction. - Run root cause analysis (RCA) for negative feedback and implement corrective measures. Technology & Tools: - Manage helpdesk platforms such as Zendesk, Freshdesk, or Salesforce. - Ensure smooth integration between CRM, order management systems (OMS), and delivery partners. - Champion initiatives that improve self-serve and proactive support experiences. Qualifications & Skills: - Graduate degree required; MBA preferred. - 5 to 10 years of relevant experience in Customer Support, with at least 35 years in retail/eCommerce leadership roles. - Deep understanding of eCommerce platforms, delivery lifecycle, and customer expectations. - Exceptional people management, communication, and conflict-resolution skills. - Ability to work in a fast-paced, high-growth environment with cross-functional collaboration. - Strong command of customer metrics and proficiency in reporting dashboards. - Familiarity with CRM and helpdesk tools like Freshdesk, Zendesk, Salesforce Service Cloud. Preferred: - Experience handling support for both D2C and marketplace business models. - Exposure to omnichannel customer support setups (in-store + online). - Multilingual proficiency or experience in multilingual support management.

Role & responsibilities Number of NPS subscribers personally engaged (daily/weekly) Number of successful switch forms completed and submitted Attendance and contribution to helpdesk camps or field events Accuracy and completeness of documentation collected Timely reporting and adherence to visit plans assigned by RM Preferred candidate profile Graduate with 13 years of field sales or financial services experience (preferably in government channel sales). Prior exposure to NPS or retirement products is a plus Contact Interested candidates can share there updated cv at ankita@topgearconsulatnts.com

Role & responsibilities Must be comfortable in a 100% phone-based customer interaction role Excellent verbal and written communication with a clear, distinct voice Strong computer skills (Excel, Outlook, MS Word, etc.) Passion for learning and agility in adapting to new processes Transcribe customer comments and track NPS ratings accurately Analyze customer needs and NPS drivers; suggest improvement actions Work effectively in a team, influencing across business levels and functions Preferred candidate profile Strong computer skills including: Excel, Outlook, MS Word, etc Bachelors degree required. Interested candidate can share their cv on mail id - neha.singh@sharekhan.com or can connect on 8655403320

We're Hiring: Operations Manager UK Captive Location: Gurugram Package up to 18 LPA Looking for immediate joiners only Requirements: Graduate or higher qualification 810 years of experience in customer support within an international voice process 2+ years of experience as an Operations Manager Proven ability to manage and lead large teams. Knowledge of quality assurance, process improvement, and operational efficiency strategies. Strong understanding of KPIs, SLAs, and operational metrics. Strong analytical and problem-solving skills. Excellent communication and presentation skills. How to Apply: Call Muskan at 8595717834

Greetings!! We are looking for Senior Manager Quality in a Contact Centre services environment. The position is responsible for the overall Managing overall Quality Assurance. Primary Job Responsibilities: Identify and scope key process improvement opportunities within Banking Domain Customer Service / BPO Operations Voice, Chat, Back-office. Must have in-depth knowledge of Business Process outsourcing (BPO) processes (Inbound voice, outbound voice, chat, digital, social and back-office Processes). Preference to candidates who have supported, Banking domain, Credit cards, customer service processes in Process Excellence capacity Strong understanding of contact centers and multi-service channels Lean/ Six Sigma Black Belt Certification through a recognized, national organization Work closely with business leadership to implement and deliver process improvements within Customer Operation verticals to improve metrics, KPIs, process excellence, continuous improvement and digital automation Lead by action and example in the application of continuous process improvement tools and techniques (e.g., Lean, DMAIC, DFSS and Value Stream Management). Strong problem-solving, analytical and quantitative skills Demonstrated ability to guide and manage business change and transformation projects Ability to analyze qualitative and quantitative data and identifies opportunities for improvement of processes and customer experiences. Ability to verify and document current processes as part of gap and root cause analysis, identify gaps which impact business outcomes and CX metrics. Able to work within a team however be self-sufficient as an individual contributor in driving change within complex matrix working environments. Comfortable managing work that combines the use of data analysis, and business process improvement, with service design thinking. Knowledge and experience in understanding and identifying process gaps and opportunities for RPA and digital automation deployment Ability to build and drive Transformation road maps across large estates by seeking stakeholder buy ins and clear ROI showcasing. Enhance process capability from the current base-line of key metrics through process improvement methodologies Analyze current operations to identify new project opportunities with financial and operational benefits. Determine key drivers to meet the business objectives. Develop and implement appropriate metrics, dashboards and systems to sustain gains and promote Process Excellence activity and a continuous improvement culture for aligned vertical Active participation in WBR/MBR/QBRs with internal stakeholder & clients Represent Process Excellence during client / internal review calls and present analysis/ insights/solutions/improvements Manages Client expectations and ensures Client satisfaction. Conduct diagnostic studies on the key business processes and implement a Process excellence framework in line with the business objectives Experience / knowledge in RPA, automation and digital operations preferred Present project analysis and findings to senior leadership to share insights, obtain approvals, and other requirements Strong knowledge and experience in Process Improvement Techniques/Certification Black Belt in Lean, Six Sigma and Digital transformation Capability to conduct workshops on Process Excellence Tools Techniques Experience in preparing Business Process flows, Creating/Updating Standard Operation Procedures, and documenting business insights with recommendations Must be able to prioritize multiple projects, perform complex tasks, organize and follow through consistently and work under pressure to meet deadlines in a fast-paced environment Change leadership experience: willing to take risks, challenge the status quo and work under ambiguous circumstances Education and Essential Experience: Bachelors/Masters degree in any discipline from a reputed and recognized university Certified Black Belt in Lean and Six Sigma from a reputed certifying body, with an outlook to automate, digitize and simplify processes 12+ years working experience in Transactional Quality. 10+ years working experience in BPO/KPO/Contact Center/Banking Domain Excellent communication skills and exposure to International assignments and/or client engagement with the ability to communicate at all levels. Excellent writing and reporting skills in order to transform the conversations and the current working procedures into a documented business outcome notes. Application experience and skill (MS Excel, Visio, PowerPoint, Word; MINITAB, or other analysis tools) Exposure to Data analytics tools such as Power BI or other equivalent Proficient in using Microsoft Office applications, especially Microsoft Excel and PowerPoint Interested Candidate share the resume: 7042379178

At least 8 years of experience into BPO/Customer service industry 3 years of experience as a Team Leader Mandate Must be aware of shrinkage, attrition, AHT, NPS, CSAT Excellent Communication Skills (Spoken & Written) HR Yojita Connect on 9713451996 Required Candidate profile Must have 3+ years+experience as a TL Graduation is mandate Age Criteria: Max 35 years Need excellent communication in English Should have handled a team of 15+ people

Job Description : The Head - Service Excellence will be a pivotal leader responsible for developing, implementing, and sustaining a culture of service excellence across all six units of Sterling Hospitals in Gujarat. This role will champion patient-centricity, drive continuous improvement in patient services, and ensure a consistently positive and high-quality experience for all patients and their families. The Head - Service Excellence will work collaboratively with clinical and non-clinical leadership to embed service standards, monitor performance, and foster a patient-first mindset throughout the organization. Strategy Development and Implementation: Develop and execute a comprehensive service excellence strategy aligned with Sterling Hospitals' overall mission, vision, and values, encompassing all six hospital units. Establish clear service standards, protocols, and best practices for all patient-facing and support functions. Identify key patient experience touchpoints and develop strategies to optimize each interaction. Lead the implementation of patient feedback mechanisms (e.g., surveys, focus groups) and ensure timely analysis and action planning. Driving a Patient-Centric Culture: Champion a culture where patient needs and preferences are at the forefront of all decisions and actions. Develop and deliver training programs to enhance employee empathy, communication skills, and patient interaction techniques across all levels. Promote a collaborative and interdisciplinary approach to patient care, ensuring seamless coordination between departments. Recognize and reward individuals and teams who consistently demonstrate exceptional service behaviors. Performance Monitoring and Improvement: Establish key performance indicators (KPIs) to measure service excellence and patient satisfaction across all units. These will include, but not be limited to: Net Promoter Score (NPS) for Patient Experience: To gauge overall patient satisfaction and likelihood to recommend Sterling Hospitals. Patient Satisfaction Scores on Specific Service Dimensions: Tracking satisfaction levels related to nursing care, doctor communication, responsiveness, pain management, etc., derived from patient feedback surveys. Complaint Resolution Rate and Turnaround Time: Measuring the efficiency and effectiveness of addressing patient grievances. Average Length of Stay (ALOS) and Readmission Rates: As indicators of efficient care delivery and patient outcomes, indirectly reflecting service quality. Cleanliness and Hygiene Index : Percentage of patient-reported satisfaction scores (e.g., top box scores on cleanliness-related survey questions) and/or internal audit scores meeting or exceeding pre-defined high standards for cleanliness and hygiene across all patient care areas and facilities. This KPI will specifically monitor the consistent maintenance of a pristine and hygienic environment, a fundamental aspect of patient comfort, safety, and overall experience. Stakeholder Engagement and Collaboration: Collaborate closely with hospital leadership, medical professionals, nursing staff, and administrative teams across all six units to integrate service excellence principles into daily operations. Partner with department heads to develop unit-specific service improvement plans. Act as a liaison between patients/families and the hospital administration to address concerns and ensure timely resolution. Build strong relationships with external stakeholders, including patient advocacy groups and relevant industry bodies. Policy and Process Development: Develop and review patient-related policies and procedures to ensure they are patient-friendly and aligned with best practices. Contribute to the development of patient education materials and communication strategies. Ensure compliance with all relevant regulatory requirements related to patient care and experience. Team Leadership and Development: Potentially lead a central service excellence team and/or provide guidance and support to service champions within each hospital unit. Foster a high-performing and engaged team through effective coaching, mentoring, and performance management. Promote continuous learning and professional development opportunities for team members in the area of service excellence. Desired Profile: Bachelors degree in healthcare administration, Business Administration, or a related field. A master’s degree is preferred. Minimum of 8-10 years of progressive experience in healthcare, with a significant focus on service excellence and patient experience improvement. Proven track record of successfully developing and implementing service excellence strategies across multiple locations or large healthcare systems. Strong understanding of patient satisfaction measurement methodologies, data analysis, and performance improvement techniques. Excellent communication, interpersonal, and presentation skills, with the ability to influence and engage stakeholders at all levels. Demonstrated leadership abilities, including the ability to motivate and inspire teams. Strong problem-solving and decision-making skills. Familiarity with relevant healthcare regulations and quality standards. Experience in process improvement methodologies (e.g., Lean, Six Sigma) is an advantage

OVERALL OBJECTIVES: As a senior member of the team, you will join a challenging and unique large-scale Transformation Program with high impact and visibility. Primary focus is the assessment, planning and implementation of new or improved IT Services as part of the project engineering team. Senior Reliability Engineer (SRE) is primarily responsible for the engineering, configuration, installation, and maintenance of; Windows physical and virtual servers, Active Directory, Azure cloud and on-prem environments based on Hyper-V/VMWare, storage, backups, and disaster recovery planning. We rely on our engineers to empower our users with high availability, excellent performance levels and key service. Ideally, we are seeking an experienced engineer to deliver insights and guidance as we design, build, and operate a state-of-the-art multi-cloud greenfield infrastructure. Of most interest to us is someone who brings ideas and solutions, a lateral thinker, demonstrates a unique and informed viewpoint, and enjoys collaborating with a cross-functional team to develop real-world IT service. Management Infrastructure and Identity services, Server Virtualization, Operating Systems, Multi-Cloud infrastructure Primary Focus Build, configure and operate Microsoft Windows Server Environment Manage Active Directory Entra ID Hyper-VManage server and storage resources Develop and implement agile and scalable infrastructure solutions, with advanced monitoring and alerting, while establishing best practice tools, frameworks, and processes Assists with advanced troubleshooting (proficient in all levels and phases of systems support) Identify, diagnose, and resolve connection, reliability, or performance issues Contact vendor technical support for Priority 1 incidents and requests Develop scripts (mainly Powershell) to deliver automation and innovation initiatives, ability to drive automation initiatives independent of automation tools. Validate system upgrades and patches when required Additional Focus Areas Team members are expected to grow their expertise in other systems engineer areas to provide support for the entire IT infrastructure landscape through formal training, job shadowing, service transition and documentation Evaluate, recommend, manage, and operate compute and storage resources on Cloud Support of non-Windows operating systems Core IT Infrastructure Technology / Operations Duties Partner with other infrastructure Team Members to learn, develop and enhance the skills needed to support software-based infrastructure Ensure that IT Services are delivered effectively to business customers. This includes the execution of SOPs (Standard Operating Procedures), management of IT Incidents/Problems and IT Changes as per well-defined ITIL processes, as implemented in the ITSM system. Contribute to the reference documents to establish consistency and shared knowledge of Operations best practices and delivery methods. Deliver quality documentation allowing smooth day-to-day operations Identify opportunities to innovate, extend and enhance service delivery wherever possible Participate in disaster recovery plans and practicing recovery operations Consult with senior peers to learn through experience Partner with key vendors to maintain an understanding of modern technology and leading practices Cooperate closely with other Zone / Regional / Group IT Infra resources Provide after-hours on-call support (rotation) and participate with solution implementation (upgrades, new releases, ) and deployment activities after hours as needed Additional / Certifications Microsoft Certifications like Former MCSE, MCST are required Certifications in any of the following or similar technologies are a plus: Azure, VMWare ITIL Foundation certification is a plus Work Experience Minimum 7-10 years of experience on Windows 2016-2019 Server environments, Microsoft Active Directory Minimum 2-4 years of experience in managing public cloud-based resources in Microsoft Azure Experience on Hyper-V/VMware virtualization environments Experience or knowledge on Bare Metal Servers (ILO, IDRAC, Firmware management) Experience or knowledge on Storage Concepts Experience with or knowledge on backup tools like CommVault Competencies & Skills: Technical Skills Experience in IT Infrastructure and Operations administration, engineering, architecture (enterprise scale), including demonstrated working experience with: Windows OS system administration Microsoft Active Directory Entra ID Administration Microsoft PKI Services Virtualization technologies like Hyper-V/VMware Infrastructure Services (DNS, DHCP, NPS, etc.) Automation and self-service solutions Scripting languages such as PowerShell, Bash, etc A solid understanding of Windows Systems Administration, Active Directory virtual machines, and networking fundamentals. Knowledge on Azure fundamentals (IAM, network, security, etc.), plus working experience with (provisioning of / migration to / support of) Azure Server & Storage resources Hands-on experience creating resource groups, virtual networks, load balancer, virtual machine, attaching storage disks, amongst other Cloud operations Experience supporting IaaS, PaaS, and SaaS based solutions Experience with or knowledge of backup & disaster recovery preparedness, monitoring, testing, and activation. Experience in monitoring, alerting and analytics, proactive maintenance, root cause analysis, and troubleshooting. Working experience in observability tools Exposure with IaC: Terraform, Ansible, etc. is a plus Understanding of Docker, Kubernetes and Jenkins, etc. Other / Soft skills Passion for technology and staying current with emerging security trends Accustomed to working in a fast-paced environment with a career track-record of engineering, developing, deploying, and maintaining business critical systems Able to troubleshoot complex problems, and translate technical issues into understandable business language for end users Compliance with standards for quality, performance, or productivity Able to prioritize, drive results and provide clear and documented status updates/metrics to management. Translate business requirements into scalable infrastructure designs, cost models, and forecasts. Excellent writing and communication skills (fluent spoken and written English); excellent interpersonal skills and able to interact and work efficiently with people at all levels in an organization (internal employees, contractors, managers, third parties, etc.). Apply curiosity and technological intellect to analyze emerging concepts and make necessary recommendations to achieve transformational results in Deployments, Application & Infrastructure Support, and Automation Setup and Implementation. Knowledge of laboratory (regulated/controlled environment) operations and processes is a plus Familiarity with relevant regulatory requirements (GxP, HIPAA, GDPR, ) is a plus Qualifications Bachelor's degree in computer science / comparable fields or equivalent working experience.

At least 8 years of experience into BPO/Customer service industry Must be aware of shrinkage, attrition, AHT, NPS, CSAT Excellent Communication Skills (Spoken & Written) Required Candidate profile Must have 3+ years+experience as a TL Graduation is mandate Age Criteria: Max 35 years Need excellent communication in English Should have handled a team of 15+ people

At least 4+ years of experience into General/Life Insurance Customer Service. Must be aware of shrinkage, attrition, AHT, NPS, CSAT Excellent knowledge of Dialers, Outbound Dialing & IRDA Regulations Excellent Communication Skills (Spoken & Written) Required Candidate profile Must have 2+ years+experience in Same Designation Graduation is mandate Need excellent communication in English Should have handled a team of 15+ people

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

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

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

At least 4+ years of experience into General/Life Insurance Customer Service. Must be aware of shrinkage, attrition, AHT, NPS, CSAT Excellent knowledge of Dialers, Outbound Dialing & IRDA Regulations Excellent Communication Skills (Spoken & Written) Required Candidate profile Must have 2+ years+experience in Same Designation Graduation is mandate Need excellent communication in English Should have handled a team of 15+ people