BPS Associate Voice Service Delivery Team Member

Job description

Role

BPS Associate Voice Service Delivery Team Member Skill: International Voice Experience: 1 to 5 years Location: Pune Shift Timing: 12:30 pm to 10:30 pm [UK Shift] Weeks Offs: Split/Rotational Education:

• Minimum 15 years of regular, full-time education (10 + 2 + 3)​
• Full time graduation - Bachelor's degree.

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 of a PTW Specialist:

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.

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.

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.

Team Collaboration

• Work collaboratively with internal team s 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.

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 Education

Qualifications & Experience:

• Bachelor's degree preferred; equivalent work experience may be considered.
• 0–2 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.
• Ability to maintain accurate system updates and operational records.

Behavioural Competencies

Communication:

• Strong verbal and written communication skills with professional telephone etiquette.
• Ability to communicate effectively with customers, grantors, CPs, councils, housing associations, and internal stakeholders.

Customer & Stakeholder Focus

• Ability to build rapport and maintain professionalism in all interactions.
• Strong listening, probing, and problem-solving skills.

Attention to Detail

• High level of accuracy in recording information and maintaining documentation.
• Ability to follow established processes, procedures, and compliance requirements consistently.

Time Management

• Effective prioritization and workload management skills.
• Ability to manage voice, email, and backend activities while meeting productivity and quality targets.

Teamwork

• Coll aborative and supportive team player with a willingness to share knowledge, best practices, and process improvement ideas.

Working Conditions

• Primarily a voice-based role with responsibility for outbound stakeholder engagement.
• Flexibility to support email communications, case management, and backend operational activities as required by the business.
• Rotational shifts aligned to business requirements (9 Hours of working + 1 hour Break = 10 hours).
• Weekend and public holiday working may be required.
• Work From Office (WFO) role – WFH is not applicable. </div

Qualifications

BACHELOR OF ARTS