Operation Head

Enquad Solutions Pvt. Ltd. is a customer service outsourcing company based in Pune, India, specializing in BPO operations and IT outsourcing. We provide reliable, process-driven support to a range of North American companies, helping them manage customer engagement, back-office tasks, testing services, and technical operations. With expertise in IELTS and CELPIP test coordination, technical support, and business process outsourcing, Enquad ensures seamless execution of daily operations through skilled teams and streamlined systems. Our mission is to deliver quality, efficiency, and dependable support to global clients across North America. Role Overview – We are hiring an Operational Lead to oversee customer service, administrative activities, testing operations, and team management. The ideal candidate should have prior experience in operations or back-office roles, along with familiarity in language testing (IELTS/CELPIP) and IT support functions. This role requires working night shifts aligned with Eastern Standard Time (EST) to support companies primarily based in North America. Job Responsibilities - ·      Oversee day-to-day back-office operations and administrative workflows. ·      Lead a team handling customer query, testing coordination, and support calls. ·      Manage the technical setup, monitoring, and troubleshooting of systems used for IELTS/CELPIP testing. ·      Ensure all hardware, software, and testing platforms are functional before, during, and after test sessions. ·      Coordinate with IT support teams to resolve any technical an affecting test operations or candidate experience. ·      Maintain detailed records related to test logs, incident reports, and system performance. ·      Perform basic system checks, such as internet stability, webcam/audio functionality, and secure browser setup. ·      Train staff on using test-related platforms and digital tools securely and effectively. ·      Collaborate with testing partners/vendors to meet compliance and technical standards. ·      Support data integrity, file management, and secure access control in line with internal IT policies. ·      Monitor task completion, team performance, and escalate any operational or technical issues to management. ·      Prepare daily/weekly reports summarizing operational and technical performance. ·      Identify areas for process improvement and support implementation of optimized workflows. Required Skills and Qualifications- ·      2 to 4+ years of experience in operations, back-office, administration, or customer service roles. ·       Prior experience in IELTS, CELPIP, or other testing service administration is a strong advantage. ·       Strong leadership and team management skills. ·      Background in IT or technical support will be considered an asset. ·      Excellent communication and interpersonal skills. ·       Ability to work independently and under pressure in a fast-paced environment. ·       Proficient in MS Office tools and CRM or ticketing systems. ·      Must be comfortable working night shifts (aligned with Eastern Standard Time Zones). ·      Availability to work on-site from our Pune office.