Website:
velorisglobal.com
Job details:
Job Title: BPO Support Engineer & Coordination Lead
Role Purpose
Take a lead role in supporting and coordinating BPO operations across Veloris Global's core service offerings—E-commerce Projects, CRM Implementation, Sales Process Outsourcing, and IT BPO Services. This role is responsible for delivering operational excellence, client coordination, and backend support that enables IT hardware distributors and resellers in the GCC to scale efficiently. You will serve as a critical bridge between Veloris Global's service delivery teams and our clients, ensuring seamless execution across all service verticals.
Key Responsibilities
1. E-commerce Projects & Platform Management – Priority
• Assess and optimize client e-commerce platforms including Shopify, WooCommerce, and custom platforms.
• Identify operational gaps and prepare scope for platform improvements, marketplace integration, and digital sales enablement.
• Support Amazon, Noon, and GCC marketplace operations for IT hardware and reseller products.
• Coordinate with development teams on store setup, product catalogue, automation, and integrations.
• Monitor e-commerce performance and recommend growth and optimization strategies.
2. CRM Implementation & Customization
• Support CRM implementation using Zoho CRM, Zoho Bigin, or custom CRM solutions.
• Configure sales funnels, lead workflows, and customer journeys.
• Support CRM training, adoption, and customer database management.
• Create dashboards and performance reports and recommend CRM improvements.
3. Sales Process Outsourcing (SPO)
• Coordinate outsourced sales operations, lead management, and customer acquisition.
• Develop and improve sales processes aligned with client objectives.
• Support inbound/outbound sales, call center, email, and chat-based sales activities.
• Track sales KPIs, conversion, pipeline, and revenue performance.
• Support upselling, cross-selling, incentives, and sales performance management.
4. IT BPO Services & Support
• Provide backend IT support including helpdesk, troubleshooting, and infrastructure support.
• Support software and IT product operations for hardware/reseller clients.
• Coordinate system implementations, integrations, and technical improvements.
• Monitor SLAs, service quality, documentation, and support processes.
5. Coordination & Client Management
• Act as the operational link between Veloris Global teams and assigned clients.
• Manage client communication, follow-ups, tasks, and escalations.
• Coordinate across E-commerce, CRM, SPO, and IT teams for smooth delivery.
• Track project timelines, deliverables, and client expectations.
6. Data, Reporting & Performance Analytics
• Prepare weekly/monthly performance reports across E-commerce, CRM, SPO, and IT BPO services.
• Track KPIs including sales performance, CRM adoption, ticket resolution, and platform uptime.
• Provide insights for process improvement and cost optimization.
• Prepare dashboards and document lessons learned and best practices.
7. Marketing & Operational Support
• Coordinate SEO, email marketing, social media, and other digital initiatives based on client objectives.
• Support marketing reporting, campaign optimization, and content/knowledge-base development.
• Identify and implement process improvements across BPO operations.
Required Qualifications
1 Education: B.Tech, B.B.A., or equivalent degree, preferably in Engineering, IT, Business, or Operations Management
2 Experience: 2-4 years in one or more of the following areas:
- E-commerce operations or platform management (Shopify, WooCommerce, marketplace management)
- CRM system implementation or database management (Zoho, Salesforce, or custom CRM platforms)
- Sales operations or customer success management
- IT support, helpdesk, or BPO operations
- Business process outsourcing or operations management
3 Technical Skills:
- Proficiency in Zoho Suite (CRM, Books, Bigin) or similar platforms; exposure to custom CRM systems is a plus
- Familiarity with e-commerce platforms and basic web technologies
- Competence with Google Workspace, Microsoft Office, and data analysis tools (Excel, Google Sheets)
- Basic understanding of IT infrastructure and support concepts
4 Core Competencies:
- Excellent communication and interpersonal skills
- Strong problem-solving and troubleshooting abilities
- Attention to detail and organizational skills
- Ability to manage multiple clients and priorities simultaneously
- Proactive mindset with the ability to identify and resolve issues independently
- Comfort with GCC market dynamics and IT hardware/reseller business models
Nice-to-Have Skills
● Experience with custom CRM development and deployment processes
● Experience with 3CX or contact center platforms
● Understanding of VAT, accounting, or financial processes
● Knowledge of IT hardware industry trends and reseller business models
● Basic HTML/CSS knowledge or website management experience
● Customer support or customer success background
Key Performance Indicators (KPIs)
● Client satisfaction and feedback scores
● E-commerce platform uptime and conversion rate improvements
● CRM adoption rates and data quality metrics
● Sales process optimization and revenue impact
● On-time delivery of reports and deliverables
● Issue resolution time and client escalation frequency
Growth Path & Career Advancement
This role is designed as a foundation position with significant growth opportunities:
● Short-term (6-12 months): Deepen expertise in 2-3 core service areas (e.g., CRM + E-commerce or SPO + IT BPO)
● Medium-term (12-24 months): Progress to Senior BPO Coordinator or Client Success Manager with ownership of multiple client accounts
● Long-term (24+ months): Advance to Operations Lead, Service Delivery Manager, or Client Account Director roles
Note: As Veloris Global scales its operations and expands its GCC market presence, the scope of this role may evolve, and responsibilities may expand based on company growth and client demand. Regular reviews and training will support your professional development.
Click on Apply to know more.
