Operations Executive

Job Title: Operations Executive 

Job Type: Full-Time  

About the Role:

We are looking for an Operations Executive to manage end-to-end communication between clients and caregivers for elderly care services at Samarpan Nishtha.

Key Responsibilities

1. Caregiver Management:

• Handle inbound & outbound calls with caregivers
• Conduct in-depth onboarding calls using a structured questionnaire (provided)
• Maintain accurate caregiver profiles and availability
• Stay in touch with existing caregivers for updates, availability, and issue resolution
• Handle caregiver concerns, leaves, and job requests

2. Client Handling

• Attend incoming client inquiries and understand requirements
• Ask structured questions (format provided) to capture detailed needs
• Share service details and explain the rate card and payment terms clearly
• Follow up with potential clients who have not confirmed

3. Matching & Coordination

• Share caregiver profiles with clients
• Coordinate video calls or in-person visits between clients and caregivers
• Ensure a smooth onboarding once the client confirms
• Manage caregiver substitutions/replacements when required

4. Follow-ups & Communication

• Regular follow-ups with clients and caregivers
• Maintain communication logs and updates
• Share requirement details internally and coordinate efficiently
• Maintain and update data on Google Sheets.

Nature of the Job

Hybrid work model

Flexible and dynamic work environment

Shift options:

• Morning Shift: 6 AM – 3 PM
• Evening Shift: 2 PM – 11 PM

Candidates are expected to be available and responsive during assigned shift hours

Weekend availability (Saturday & Sunday) is important due to higher operational/call volume

Daily workload may vary depending on business requirements

Weekly off will be provided on a rotational basis

Ideal Candidate Profile

• Proficient in Hindi, Marathi, and basic English (all mandatory) 
• Comfortable talking to people from different backgrounds
• Patient, empathetic, and a good listener
• Able to handle emotional conversations (caregivers/clients may share concerns)
• Organised and detail-oriented
• Responsible, proactive, and responsive (cannot ignore calls/messages)
• Prior telecalling/customer handling experience is mandatory. 

Technical & Setup Requirements

• Must own a personal laptop/computer
• Reliable high-speed internet connection for uninterrupted work
• Comfortable using Google Sheets and basic computer tools
• Ability to manage calls and documentation simultaneously
• Access to a quiet workspace for handling calls professionally

Why This Role?

• Opportunity to work in a meaningful space (elderly care)
• Exposure to real human interaction and problem-solving
• Opportunity to take ownership of end-to-end coordination
• Scope to contribute ideas and improve processes
• A collaborative environment where inputs are heard and discussed
• Scope to grow with the organisation

Important Note:

This role requires high availability and responsibility. Calls and coordination may be required at different times during the day. Please apply only if you are comfortable:

• Taking calls beyond typical working hours when required
• Working on weekends