Role: Customer Service Executive Location: Pune Salary: 4 LPA - 4.90 LPA The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists Responsibilities Communicate with customers via phone, email and chat Provide knowledgeable answers to questions about product, pricing and availability Work with internal departments to meet customer's needs Data entry in various platforms Qualifications At least 1 - 3 years' of relevant work experience Excellent phone etiquette and excellent verbal, written, and interpersonal skills Ability to multi-task, organize, and prioritize work Show more Show less
Location: Pune, Maharashtra Job Type: Full-time (Work from Office) Experience: 1 – 5 years Shift: Night Shift / Rotational Shifts Industry: BPO / ITES Salary: ₹20,000 – ₹35,000/month (Based on experience and performance) Key Responsibilities: Handle inbound/outbound calls for international customers. Resolve customer queries and issues efficiently and professionally. Maintain customer satisfaction and provide accurate information. Escalate complex issues to appropriate departments when required. Update CRM systems with accurate call details and follow-ups. Meet performance KPIs (Quality, AHT, CSAT, etc.). Requirements: Excellent verbal communication skills in English (mandatory). Minimum qualification: HSC (12th pass); Graduates preferred. Willingness to work in night shifts or rotational shifts. Prior BPO experience is an advantage but not mandatory. Basic computer knowledge and typing speed. Show more Show less
Requirements: Minimum 3-5 years of experience as a Team Leader in a domestic/international BPO. (insurance industry experience will be added advantage) Job Responsibilities; Providing quality and efficient customer service to customers through daily management of a team of up to 30 employees to include hiring, motivating, recognizing and rewarding, coaching, training and problem solving Assist Team Manager with development, process improvement, analysis and implementation of efficiency or quality initiatives Monitor resource utilization & performance Job Profile: Supervising the performance and providing daily direction to a team of Team Coaches and CSRs to deliver to Organization goals of Service standards and Productivity standards Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement. Achieve stretched targets and be able to take decisions and manage complex/ difficult conflict situations with either customers or employees Assisting Team Manager with process improvement initiatives by coordinating with either other teams in the Company or within Customer Support for system efficiency enhancement projects, implementation on the floor of engagement programs, reward and recognition programs and staffing , training and scheduling issues Be available for employees that experience work and / or personal problems providing appropriate coaching, counselling, direction and resolution Conduct the meeting with clients and key stakeholders to gather requirements, analyse, finalize and have formal sign-offs from approvers. Gather and Conduct analysis of the business requirements. Review the current business processes defined and ensure adherence and involvement of all relevant/impacted stakeholders. Translate the business requirements into the Business Requirement Document / Specifications [BRD/BRS] OR Functional Requirement Document [FRD] OR Minor Development Document [MDD]. Review requirement documents received from other stakeholders and guide them in drafting the BRS as per business and technology requirements. Facilitate meetings with the appropriate subject matter experts in both business and technology teams. Work closely with the operational functional teams, operations management and personnel, legal and various technology teams to facilitate a common understanding of requirements and priorities across all areas. Liaise with technology team for timely delivery of requirements shared and coordinate business user community for the execution of user acceptance test as well as tracking issues. Maintain repository of BRS documents with proper version control mechanism with BCP adherence Strong analytical skills and logical ability with creative approach to problem-solving. Hands on experience on Microsoft office tools and using macros in Excel. IT Savvy and good exposure in analytics. Good communication and 'people skills'. Age Criteria: Max 35 years Show more Show less
Key Responsibilities: Supervise and mentor the Quality Analysts team to ensure accurate call monitoring and feedback delivery. Conduct regular audits of inbound and outbound calls, chat, or email interactions to evaluate agent performance. Identify gaps in communication, compliance, and process adherence; share actionable insights with operations. Develop and implement quality frameworks, standard operating procedures (SOPs), and best practices. Create and analyze quality reports and dashboards to identify trends and areas of improvement. Collaborate with Training and Operations teams to design refresher training programs based on audit findings. Handle internal and external quality reviews, ensuring all metrics and compliance standards are met. Support the Quality Manager in driving Six Sigma or other continuous improvement initiatives. Conduct RCA (Root Cause Analysis) and CAPA (Corrective and Preventive Action) on quality-related issues. Requirements: Bachelor’s degree in any discipline; certification in Quality (Six Sigma, COPC, etc.) is a plus. 4–7 years of experience in Quality function within a BPO environment. Strong understanding of call center KPIs, customer experience, and quality parameters. Excellent verbal and written communication skills. Proficiency in MS Excel, PowerPoint, and reporting tools. Analytical mindset with attention to detail and strong problem-solving skills. Ability to work in a fast-paced environment and manage multiple priorities. Preferred Skills: Experience in both voice and non-voice process quality management. Familiarity with international BPO standards (if applicable). Team handling or mentoring experience is desirable. Show more Show less
Key Responsibilities: Lead the entire TA function for bulk hiring, lateral, and leadership roles (Voice/Non-Voice, Domestic & International Processes). Develop and execute hiring strategies aligned with business goals to ensure timely, cost-effective, and quality talent acquisition. Build and mentor a high-performing internal recruitment team and manage external vendor relationships. Drive volume hiring plans across multiple cities while ensuring minimum drop-outs and early attrition. Collaborate with business heads and HRBPs to understand workforce planning and skill requirements. Implement and optimize recruitment tools, ATS, and analytics to improve hiring TAT and experience. Set and monitor key KPIs: offer-to-join ratio, time-to-fill, sourcing mix, and quality of hire. Ensure compliance with recruitment governance, DEI, and BPO-specific labor norms. Manage employer branding initiatives, job fairs, and campus hiring strategy. Keep abreast of market trends, competitor intelligence, and talent availability insights. ✅ Key Requirements: 18+ years of progressive experience in Talent Acquisition , preferably in BPO/KPO/ITES domains. Proven experience in managing large-scale hiring (minimum 1,000 hires/month). Strong knowledge of bulk recruitment, sourcing strategies , and vendor management. Excellent leadership, stakeholder management, and communication skills. Proficiency in recruitment tools, ATS platforms, and data-driven hiring. Ability to work under pressure and meet aggressive targets. Show more Show less
Key Responsibilities: Oversee full-cycle Hire-to-Retire payroll operations for US clients Ensure compliance with all relevant US payroll laws and tax regulations Lead and mentor large teams across payroll, benefits, and compliance functions Collaborate with global stakeholders to ensure seamless service delivery Drive operational improvements and implement best practices in payroll processing Ensure SLAs, accuracy, and audit readiness are consistently met Requirements: Minimum 15+ years of experience in HR Operations, with significant exposure to US Payroll Proven people management experience with large cross-functional teams Strong command over US federal/state payroll compliance and processes Excellent verbal and written communication skills Demonstrated job stability and leadership growth over the years Show more Show less
Key Responsibilities: Lead and manage a team of inside sales executives to achieve daily, weekly, and monthly sales targets Monitor team performance and provide regular feedback and coaching Conduct daily team huddles, sales training, and motivational sessions Handle escalated customer queries and ensure high customer satisfaction Track and analyze sales metrics to identify areas of improvement Prepare and present regular reports to the management on team performance Collaborate with marketing and product teams to align on lead generation strategies Ensure adherence to company sales processes, policies, and compliance guidelines Maintain a strong pipeline of prospects and manage CRM tools efficiently Requirements: Graduate in any stream (MBA/PGDM preferred) Minimum 5 years of inside sales experience, with at least 2 year in a team lead/supervisory role Proven track record of achieving sales targets Excellent communication, interpersonal, and leadership skills Strong analytical and problem-solving abilities Familiarity with CRM software and MS Office tools Ability to work in a fast-paced and target-driven environment What We Offer: Competitive salary with performance-based incentives Opportunity to grow within a leading call center Supportive work environment with regular training and development Recognition and rewards for top performers Show more Show less
As a Quality Analyst Supervisor, your main responsibility will be to lead and guide the Quality Analysts team in order to ensure precise call monitoring and provide constructive feedback. You will be required to conduct regular assessments of both inbound and outbound calls, chat interactions, and email communications to evaluate the performance of agents. By identifying areas of improvement in communication, compliance, and process adherence, you will be expected to communicate actionable insights to the operations team. Developing and implementing quality frameworks, standard operating procedures (SOPs), and best practices will also be a crucial part of your role. Additionally, you will need to create and analyze quality reports and dashboards to pinpoint trends and opportunities for enhancement. Collaboration with the Training and Operations departments to formulate refresher training programs based on audit findings will be essential. Handling both internal and external quality reviews to ensure compliance with all metrics and standards, as well as supporting the Quality Manager in driving continuous improvement initiatives such as Six Sigma, will also be among your duties. Performing Root Cause Analysis (RCA) and Corrective and Preventive Action (CAPA) on quality-related issues will be part of your regular tasks. To be successful in this role, you should possess a Bachelor's degree in any discipline, with a certification in Quality (such as Six Sigma, COPC, etc.) considered a plus. A minimum of 4-7 years of experience in a Quality role within a BPO environment is required. A deep understanding of call center KPIs, customer experience, and quality parameters is essential. Your communication skills, both verbal and written, should be excellent. Proficiency in MS Excel, PowerPoint, and various reporting tools is necessary. An analytical mindset, attention to detail, and strong problem-solving skills will be beneficial for this role. The ability to thrive in a fast-paced environment and manage multiple priorities simultaneously is also important. Preferred skills for this position include experience in managing quality in both voice and non-voice processes. Familiarity with international BPO standards, if relevant, will be an advantage. Prior experience in team management or mentoring roles would be desirable.,
You will be responsible for leading a team in an International BFSI Process within a BPO setting. Your primary location will be in Indore, India. To qualify for this role, you should have a minimum of 3 years of experience in BPO operations, with a minimum of 1 year of experience as a Team Lead specifically in a BFSI process. Your key responsibilities will include supervising and mentoring a team of customer service/financial advisors to ensure high engagement and performance levels. You will also be responsible for overseeing the day-to-day operations of the BFSI process, ensuring compliance with SLAs, quality standards, and regulatory requirements. Monitoring and analyzing key performance indicators (KPIs) such as call handling time, accuracy, first-call resolution, and customer satisfaction will be essential. Additionally, you will conduct regular feedback sessions, training, and upskilling initiatives for team members, as well as ensure adherence to financial regulations, data security policies, and industry compliance standards. As a Team Lead, you will serve as the primary point of contact for client escalations, resolve customer and process-related issues promptly and effectively, and identify opportunities for process improvement. To excel in this role, you should possess a graduate degree, preferably in a Commerce/Finance-related field, along with a strong understanding of BFSI processes such as loans, credit cards, banking operations, or insurance claims. Moreover, you should demonstrate strong leadership skills, the ability to motivate and guide a team in a target-driven environment, excellent communication skills in English, both verbal and written, and proficiency in analytical thinking and problem-solving. Proficiency in MS Office, CRM tools, and BFSI-related software will be advantageous. Prior experience in US/UK BFSI processes within an international BPO setting will be a plus. If you meet the requirements mentioned above and are looking for a challenging opportunity to lead a team in an International BFSI Process, we encourage you to apply for this role.,
As an Assistant Manager Transition in BPO, your role will involve overseeing the migration of new and existing business processes to ensure timely and cost-effective execution. You will collaborate with internal teams, clients, and senior leadership to align transition plans with business objectives. Your responsibilities will include developing transition roadmaps, defining milestones, and ensuring adherence to SLAs and timelines. Identifying potential risks in process migration and implementing effective contingency plans will be crucial. Working closely with training teams to ensure seamless process handover and documentation will be part of your duties. You will need to ensure that transitions comply with company policies, regulatory guidelines, and client expectations. Monitoring project costs, optimizing costs while maintaining quality standards, and tracking transition performance to generate reports for process improvements will be essential tasks. To qualify for this role, you should have 5-8 years of experience in BPO Transition Management, preferably in voice and non-voice processes. Strong knowledge of transition methodologies, project management frameworks, and process optimization is required. Excellent communication, presentation, and stakeholder management skills are necessary. You should be able to manage multiple transitions simultaneously while ensuring high-quality deliverables. Hands-on experience in process documentation, risk assessment, and client interactions is expected. Proficiency in MS Office, project management tools, and data analytics is essential. Possessing certifications such as PMP, Prince2, or Six Sigma would be a plus. A Bachelor's/Masters degree in Business Administration, Operations Management, or a related field is preferred for this role. Join us in Mumbai or Chennai and contribute to the successful transition of business processes in the BPO industry.,
As a Quality Process Excellence Manager in Customer Service within the BPO industry, your primary responsibilities will revolve around ensuring quality assurance, process improvement, training, reporting, compliance, and governance. In terms of Quality Assurance & Monitoring, you will be tasked with designing and implementing quality control processes for various customer service operations such as voice, chat, and email. This will involve the development of quality scorecards, audit mechanisms, and review protocols to effectively measure agent performance and customer satisfaction. Additionally, conducting periodic call audits and providing actionable feedback to agents and team leads will be crucial in maintaining and enhancing service quality. Your role will also include driving Process Excellence & Improvement initiatives by identifying gaps and inefficiencies in existing workflows. Utilizing Lean/Six Sigma methodologies, you will lead efforts to drive continuous process improvements. This will involve conducting root cause analysis (RCA) and developing corrective action plans for recurring quality issues. Furthermore, collaborating with operations to establish and standardize SOPs, workflows, and best practices will be essential in streamlining processes. Training & Coaching will be a key aspect of your responsibilities, requiring close collaboration with the training team to align quality parameters with training content. Based on audit findings and performance trends, you will deliver refresher training and upskilling interventions. Additionally, coaching quality analysts and supervisors to enhance monitoring effectiveness will be essential in maintaining high-quality standards. In terms of Reporting & Analysis, tracking and analyzing key metrics such as CSAT, FCR, AHT, and Quality Scores will be part of your routine tasks. Creating and presenting quality dashboards, reports, and insights to senior management and clients will be vital for monitoring and communicating performance. Leading client calibration sessions and representing the quality function in client governance calls will also be part of your responsibilities. Ensuring Compliance & Governance with internal quality standards, client SLAs, and regulatory norms will be critical. You will be expected to support certification and audit processes such as ISO and COPC if applicable. To excel in this role, you should possess a graduate degree in any discipline, with a preference for LEAN Six Sigma Green Belt/Black Belt certification. A total of 6-10 years of BPO experience, including at least 3-5 years in a quality/process excellence role, will be required. Strong knowledge of quality frameworks such as COPC, ISO, and customer service metrics is essential. Hands-on experience with Lean, Six Sigma tools, and continuous improvement methodologies will be beneficial. Excellent communication, coaching, analytical, and stakeholder management skills are crucial for success in this position. Proficiency in MS Excel, PowerPoint, and data analysis tools will also be necessary to effectively perform your duties.,