IVR Executive

About Us

At Atica, we believe that genuine relationships and clear communication are the foundations of great business. As a tech-first, remote sales and revenue management company serving hotels across the United States, we work every day to help our partners grow with confidence. Backed by leading investors such as Titan Capital and DIBS, our vision is simple: to build innovative, reliable solutions that create real impact and help people succeed.

If you're someone who enjoys connecting with others, takes pride in your work, and thrives in a supportive, high-energy environment you'll feel right at home with us.

Learn more:

https://www.aticaglobal.com

https://www.linkedin.com/company/atica-global

Role Summary

The IVR Executive is responsible for managing inbound calls routed through the hotel's Interactive Voice Response (IVR) system, ensuring callers are directed appropriately and providing excellent first-level service. This role supports guest engagement, lead handling, customer inquiries, and conversion of inbound calls to revenue-generating outcomes.

Key Responsibilities

• Handle inbound calls routed via the IVR and manage the initial guest interaction.
• Respond to guest inquiries regarding hotel services, reservations, rates, facilities, and general information.
• Assist callers in navigating menus and connect them to the appropriate department or executive when needed.
• Capture caller details and requirements accurately in CRM or call-tracking systems.
• Convert calls/leads into bookings, appointments, or sales opportunities where applicable.
• Maintain records of call logs, follow-ups, and outcomes.
• Coordinate with reservations, front office, and sales teams to ensure seamless guest experience and required action on leads.
• Meet daily and monthly KPIs (call handling, conversions, response time, etc.).
• Use IVR and telephony tools to monitor call traffic, system performance, and routing accuracy.

Required Skills & Qualifications

Education: Bachelor's degree or equivalent.

Experience: Minimum 1-3 years in inbound call handling, IVR systems, customer service, hotel reservations, or contact Centre environment.

Communication: Excellent verbal communication skills (English mandatory; additional languages a plus).

Technical: Familiarity with IVR systems, call routing software, CRM tools, and hotel PMS systems is preferred.

Customer Focus: Strong customer-service mindset with ability to handle high-volume calls professionally.

Sales Oriented: Ability to upsell or convert inbound leads into revenue opportunities.

What You Bring

1. Availability to work from our Pune office (Monday to Friday), 5 PM to 3 AM.
2. A self-driven, goal-oriented mindset with the ability to manage time effectively and work with initiative.
3. Strong communication skills, especially the ability to build rapport over the phone and convey ideas clearly.
4. Excellent written communication for correspondence, proposals, and reports.
5. A bachelor's degree or relevant experience in the hotel industry.
6. Comfort with technology and CRM tools to support a smooth sales cycle.
7. A collaborative spirit ready to learn from others and share what you know.
8. Strong organizational skills and attention to detail, especially when managing sales records.

Why You'll Love Working with Us

• A collaborative and inclusive culture where your ideas matter.
• Competitive salary and benefits.
• One of the best health care packages in the country (IPD + OPD, covering employee, spouse, and two children).
• Exciting opportunities for growth in a fast-expanding organization.

Atica Global is an equal opportunity employer.

We welcome talent from all backgrounds and believe that diverse perspectives make teams stronger.