Operations Specialist | International BPO | Mumbai

Role & responsibilities

• Execute operational processes accurately within defined TATs.
• Review, validate, and process case-related information as per SOPs and client requirements.
• Communicate effectively with clients, stakeholders, and internal teams.
• Analyze operational situations, identify exceptions, and resolve issues promptly.
• Manage high-volume calls, emails, and workflow queues while maintaining accuracy and productivity.
• Support escalated issues and ensure timely resolution.
• Assist in training, knowledge sharing, and process guidance.
• Contribute to process improvement initiatives, quality standards, and documentation.
• Perform additional duties assigned by management

Preferred candidate profile

• Minimum 1 year experience in International BPO, Operations, Customer Service, or related process environment.
• Strong verbal and written communication skills.
• Excellent analytical and problem-solving skills.
• Ability to work under pressure and manage multiple priorities.
• Good interpersonal and teamwork skills.
• Comfortable working with workflow tools, email applications, and MS Office.
• Typing speed of 20 WPM with approximately 85% accuracy prefe