Support Operations Analyst

Welspun World

Ahmedabad District

On-site

INR 450,000 - 650,000

Full time

14 days+

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Job summary

Welspun Transformation Services Limited is seeking a Support Operations Analyst to manage the WelHire platform's end-to-end support workflow. You will act as the main contact for platform queries, ensuring timely issue resolution and proactive stakeholder communication.

Working with Product, Engineering, IT, and HR teams, you will monitor performance, enforce SLAs, and drive continuous improvements to enhance user experience for candidates and internal teams.

Qualifications

2–5 years of relevant work experience, preferably in a BPO/Call Centre environment.
Proficiency in English and Hindi; strong communication skills.
Experience providing frontline operations support and stakeholder liaison.

Responsibilities

Manage end-to-end WelHire support tickets with timely resolution.
Provide first-level operational support to candidates, recruiters, and managers.
Monitor SLAs, document issues, and coordinate with Product/Engineering/IT teams.
Maintain knowledge bases, SOPs, and run regular status updates for stakeholders.
Drive process improvements to reduce response times and improve customer satisfaction.

Skills

Good Communication

Interpersonal Skills

Customer Service

Task Management

Collaboration

Analytical Thinking

Education

Post Graduate

Under Graduate

Job description

About Welspun World

Job Title

Support Operations Analyst

About Welspun World

Welspun World is one of India's fastest growing global conglomerates with businesses in Home Textiles, Flooring Solutions, Advanced Textiles, DI Pipes, Pig Iron, TMT bars, Stainless Steel, Alloy, Line Pipes, Infrastructure & Warehousing. At Welspun, we strongly believe in our purpose to delight customers through innovation and technology, achieve inclusive & sustainable growth to remain eminent in all our businesses. From Homes to Highways, Hi-tech to Heavy metals, We lead tomorrow together to create a smarter & more sustainable world.

About Welspun Entity

Welcome to Welspun Transformation Services Limited (WTSL., where innovation, digital transformation, and customer-centric excellence come together. As part of the Welspun Group, we are at the forefront of automation and business services, working across industries with a focus on cutting-edge technologies such as AI, ML, and RPA. Refer privacy policy - https://welhire.ai/privacy_policy.html. Since our founding in August 2018 with 92 employees, we've grown to over 500 members across multiple locations, showcasing our commitment to operational excellence and inclusivity. At WTSL, we prioritize diversity, with 34% women in our workforce and flexible policies like maternity, paternity, and menstrual leave. Our goal is to increase female representation to 40%. We foster a family-like work environment through initiatives like Fam-Jam and wellness programs, and our Great Place to Work certification highlights our commitment to employee well-being.

Working at WTSL means being part of impactful projects for global clients, while growing professionally through extensive learning opportunities. Join us as we continue our transformational journey, where your ideas and contributions will be valued, and you can make a meaningful impact in the world of business services.

Job Purpose/ Summary

The Support Operations Analyst manages end-to-end WelHire support operations, ensuring timely issue resolution, stakeholder satisfaction, and continuous service improvement.

Job Description

The Support Operations Analyst is responsible for delivering exceptional operational support for the WelHire platform by managing the end-to-end lifecycle of support requests for candidates, internal Talent Acquisition teams, and business stakeholders. The role serves as the primary point of contact for platform-related queries, ensuring timely issue resolution, proactive stakeholder communication, and an outstanding customer experience.

Working closely with Product, Engineering, IT, and business teams, the incumbent will drive operational excellence by monitoring support performance, managing SLAs, identifying process improvement opportunities, maintaining knowledge repositories, and enhancing the overall platform experience through continuous operational improvements.

Responsibility

Manage the complete lifecycle of support tickets ensuring timely resolution and closure
Provide firstlevel operational support to candidates internal recruiters hiring managers and business stakeholders
Prioritize categorize and assign support requests based on business impact and SLA commitments
Ensure accurate documentation of issues resolutions and followup actions
Serve as the single point of contact for WelHire platformrelated operational queries
Deliver prompt professional and empathetic communication throughout the support lifecycle
Keep stakeholders informed through regular status updates until issue resolution
Build trust by ensuring every support interaction results in a positive user experience
Monitor ticket queues to ensure adherence to defined Service Level Agreements SLAs
Escalate critical issues appropriately while coordinating with Product Engineering and IT teams
Track aging tickets and ensure timely closure
Drive continuous improvements in ticket turnaround time and firstresponse metrics
Proactively monitor candidate journeys and identify candidates requiring intervention
Support candidate engagement through timely followups and issue resolution
Ensure candidates experience minimal disruption during assessments and hiring processes
Improve overall candidate satisfaction by resolving issues with speed and empathy
Monitor operational dashboards and key support metrics
Analyze ticket trends recurring issues root causes and SLA performance
Generate periodic operational reports for leadership review
Recommend actionable insights to improve platform reliability and support efficiency
Partner with Product Engineering IT HR and Operations teams to resolve complex platform issues
Coordinate defect tracking testing support and production issue resolution
Participate in release readiness activities and postrelease support
Act as the operational bridge between business users and technical teams
Develop and maintain Standard Operating Procedures SOPs FAQs troubleshooting guides and knowledge articles
Ensure support documentation remains updated and easily accessible
Promote selfservice by improving knowledge resources for users and internal teams
Identify recurring operational issues and recommend process improvements
Support automation initiatives to reduce manual effort and improve response times
Participate in continuous improvement projects to enhance operational efficiency
Contribute ideas that improve user adoption and platform effectiveness
Ensure compliance with established support processes quality standards and documentation requirements
Maintain accurate audit trails for support activities
Adhere to information security and data privacy guidelines while handling user information