Associate, Operations Support Center

We have an opening within Envoy Global's dedicated Operations Support Center based in Hyderabad, for an experienced Associate to join us on a full time, permanent basis.

The Operations Support Center plays a key role in supporting the seamless execution of operational activities, data management, reporting functions, and customer experience delivery. This team works closely with cross-functional and external stakeholders to ensure tasks are completed accurately, efficiently, and in alignment with organizational standards. The Associate, Operations Support Center offers an exciting opportunity which combines daily operations, analytical reporting, and frontline customer support, contributing directly to the success of Envoy’s immigration services.

• Manage client onboarding and offboarding by verifying required documentation, updating internal systems, and coordinating with stakeholders for smooth transitions.
• Execute end-to-end operational tasks such as data entry, case monitoring, and documentation management, ensuring accuracy and timeliness across all activities.
• Collaborate with internal and external stakeholders including legal teams, finance, CRM, and account managers to support seamless service execution.
• Maintain internal trackers and tools to monitor task statuses, follow-ups, and deadlines, ensuring alignment with service standards and client expectations.
• Conduct regular audits and validations of data entered into systems to maintain quality, compliance, and completeness.
• Prepare routine and ad hoc reports covering task volumes, performance metrics, and SLA adherence using Microsoft Excel and internal platforms.
• Use Excel tools such as Pivot Tables, VLOOKUP, formulas, conditional formatting, and basic macros to build and maintain accurate and insightful reports.
• Support CRM reporting functions by collecting, formatting, and validating data to assist in insights, dashboards, and business decisions.
• Respond to client and foreign national queries across communication channels such as chat, email, and phone, providing timely, clear, and empathetic assistance.
• Use ticketing platforms like Zendesk, Freshdesk, or similar tools to log, categorize, and resolve customer issues in line with internal SLAs.
• Proactively monitor open tickets and follow up to ensure resolution, escalating complex issues when necessary.
• Ensure a high level of client satisfaction through professional communication, ownership of issues, and process clarity.
• Stay up to date with internal processes, product updates, and immigration-related procedures to provide accurate and current support.
• Demonstrate strong time management and multitasking skills while handling high volumes of work under tight deadlines.
• Contribute to ongoing process improvements, documentation updates, and knowledge-sharing initiatives across teams.

• 2–4 years of experience in a blended operations, reporting, and customer service role within a process-driven or service-oriented environment.
• Excellent verbal and written communication skills in English, with the ability to interact effectively across different channels.
• Proficiency in Microsoft Excel including use of advanced functions like Pivot Tables, VLOOKUP, data filters, formatting, and basic macros.
• Hands-on experience with ticketing tools such as Zendesk, Freshdesk, or equivalent systems.
• Strong attention to detail, with the ability to manage and validate large volumes of data and documentation.
• Demonstrated ability to work collaboratively with internal and external teams to resolve issues and drive process success.
• Exposure to immigration processes or legal documentation, handling DS-160 forms is an advantage, though not mandatory.
• Bachelor’s Degree or above
• Willing/able to work night/rotational shifts