We are having opening positions for BPS Associates - Service Delivery for IT services.,

For more information CALL HR : RIYAZY ,(phone hidden) .

NOTE : PLEASE READ JOB REQUIREMENT MANDATORY.

Job title : BPS Associate - Service Delivery ( Voice Process )

Location : Hyderabad, Pune, Kolkata.

Experience : 1-3yrs can apply

Qualification : Graduation mandatory

Reports To - Team Leader / Operations Manager

Role Overview

The PTW Specialist is responsible for creating and obtaining PTW (Permission to Work) through outbound calls, emails, and stakeholder engagement in line with defined schedules, service standards, and operational procedures. While the primary responsibility is outbound voice activity, the role also requires supporting email communications, case management, order progression, and other backend operational activities based on business needs. The role requires strong communication skills, accurate record maintenance, adherence to process guidelines, and timely escalation of issues impacting service delivery. The incumbent will work closely with internal and external stakeholders to ensure all PTW activities are completed accurately, on time, and in compliance with quality and customer requirements

Key Responsibilities

PTW Specialist

1. PTW Operations & Customer Support (Voice)

- Execute outbound PTW calls and email communications in line with established schedules, operational requirements, and service standards.
- Engage with customers, grantors, councils, housing associations, CPs, and other stakeholders to obtain permissions and progress customer orders.
- Provide explicit and accurate information regarding PTW requirements, order status, products, services, policies, and procedures.
- Verify and accurately capture required information during each interaction.
- Resolve customer and stakeholder queries through effective communication, troubleshooting, problem-solving, or escalation where necessary.
- Maintain professionalism,



accuracy, and a customer-focused approach in all interactions.

2. Documentation, Issue Resolution & Escalation

- Actively identify customer concerns, risks, delays, non-responses, and permission-related blockers impacting order progression.
- Record all call outcomes, email communications, task updates, and resolutions accurately in designated systems, CRM tools, and PTW logs.
- Maintain complete and accurate documentation for audit, reporting, and compliance purposes.
- Escalate critical issues to Team Leads or relevant stakeholders within agreed timelines and follow defined escalation procedures.

3. Service Quality, Compliance & Operational Support

- Maintain high service quality standards while meeting productivity, quality, compliance, and customer satisfaction targets.
- Adhere to approved processes, SOPs, company policies, industry regulations, and confidentiality requirements.
- Participate in call monitoring, calibration sessions, and quality improvement initiatives.
- Support email handling, case management, order progression, documentation updates, and other backend operational activities as required.
- Ensure all assigned tasks and follow-up actions are completed within defined timelines and SLAs.

4. Team Collaboration

- Work collaboratively with internal teams and stakeholders to achieve operational goals and ensure timely progression of orders.
- Participate in team meetings, training sessions, knowledge-sharing activities, and process improvement initiatives.




- Contribute ideas and recommendations to improve operational efficiency, PTW success rates, and customer experience.

5. Continuous Learning & Development

- Stay up to date with PTW processes, products, services, systems, and policy changes.
- Participate in training, coaching, and skill enhancement programs.
- Continuously develop communication, stakeholder management, and problem-solving skills to improve performance and efficiency.

Key Performance Indicators (KPIs)

- PTW productivity and task completion (calls, emails, and cases handled per shift/day).
- Quality score and adherence to process/compliance requirements.
- Accuracy and timeliness of documentation, system updates, and record maintenance.
- Schedule adherence and achievement of operational SLAs.
- Timely identification and escalation of risks, issues, and blockers.
- Customer and stakeholder satisfaction, including professionalism and communication effectiveness.
- Order progression and PTW conversion/success rates.
- Attendance, reliability, and overall contribution to team performance

Required Qualifications

Education & Experience

- Bachelor's degree preferred; equivalent work experience may be considered.
- 1 - 3 .years of experience in customer service, service delivery, operations, contact centre, stakeholder management, or outbound calling environments.
- Prior experience in voice-based customer support, outbound calling, or operational processes is preferred.
- Experience working with operational tools, CRM systems, workflow management tools, and reporting systems is advantageous

Technical Skills

- Proficiency in Microsoft Office applications, including Excel, Outlook, and Teams.
- Ability to navigate multiple systems and applications simultaneously.
- Experience with CRM, ticketing, workflow management, or case management tools preferred.
- Strong data entry, documentation, and record management skills.

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