Job Description: BPS Associate (Voice) – Service Delivery
Job Title: BPS Associate – Voice (Service Delivery)
Location: Kolkata
Shift: 24 x 7

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 robust 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 of PTW Specialists:

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 clear 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 updat

📌 BPS Associate (Kolkata)
🏢 Tata Consultancy Services
📍 Kolkata