246 Avaya Jobs

About the Job We are changing the way people think about customer care, and we need your help! Were seeking a Workforce Manager to direct, manage and supervise all activities related to the Workforce team for a dedicated IntouchCX program. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our programs. As Workforce Manager, You Will Work closely with Operations to ensure all team members are focused on the delivery of company goals and objectives of our partners Interact with external partners and develop long term relationships Assist in analyzing partner metrics and staffing on a consistent basis Make recommendations for efficiencies on programs Actively manage, support, motivate and retain members of the Workforce team Participate in Sales meetings and requests for information Maintain awareness of emerging industry tools As Workforce Manager, You Have A University or College Degree in a related discipline (Computer Science, Marketing, Communications, Business) Experience working with Aspect software (considered an asset) Strong analytical, problem-solving, technical, information-management and decision-making skills Demonstrated strong interpersonal and communication skills Superior organizational skills and the ability to follow through Ability to work in a fast-paced, hectic & changing environment Ability to effectively interact with employees at all levels and people from diverse backgrounds Ability to think strategically Ability to plan and monitor for results

Key Responsibilities: Design, implement, and maintain VoIP and telephony solutions across enterprise environments. Manage and troubleshoot unified communication platforms including Cisco, Avaya, or Microsoft Teams. Configure and support SIP, H.323, and MGCP protocols. Collaborate with IT teams to integrate telephony with office automation and business applications. Monitor system performance and ensure high availability and quality of service. Provide technical support and training to end-users and internal teams. Required Skills: Strong knowledge of VoIP protocols (SIP, H.323, RTP) Experience with Cisco Unified Communications , Avaya , or Microsoft Teams Familiarity with PBX systems , call routing , and dial plan configuration Understanding of networking fundamentals (TCP/IP, DNS, DHCP) Experience with office automation tools and IT service management Preferred Skills: Certifications like CCNA Voice , CCNP Collaboration , or Avaya Certified Specialist Experience with cloud-based telephony solutions (e.g., Zoom Phone, RingCentral) Knowledge of ITIL processes and ticketing systems (e.g., ServiceNow)

Primary Skill: Network Voice Support Engineer Location : Pan India Experience : 5.2 to 9 years Shift Time : 24/7, rotational Job Summary : We are seeking a skilled and experienced Network Voice Support Engineer to manage and support our voice infrastructure, including Five9, Cisco, Avaya, and Microsoft Teams. This role will focus on the configuration, maintenance, and optimization of voice systems, contact center operations, and telephony integrations. The ideal candidate will have hands-on experience with voice gateways, SBCs, certificate management, and complex call flow designs. RESPONSIBILITIES: Create and manage Five9 accounts for inbound and outbound calling, including agent setup and campaign assignments. Design and modify call flows, IVRs, and routing logic within Five9. Create new campaigns and configure WFO (Workforce Optimization) accounts within the Five9 platform. Perform troubleshooting of call quality and routing issues across Five9, Cisco, Avaya, and Microsoft Teams platforms. Renew and manage SSL/TLS certificates for voice systems and SBCs to ensure secure communication.

As a part of our team, you will be responsible for Omnichannel Testing, focusing on testing IVR applications and telephony applications. The ideal candidate should have experience working with Omnichannel CRM and be proficient in Agile methodologies. Knowledge of Salesforce is advantageous, and familiarity with Genesys, Cisco, Avaya, and Genesys Engage is preferred. Additionally, experience with Cyara, an automation tool, would be an added advantage. Join us in ensuring the seamless performance of our Omnichannel systems and applications.,

We are seeking a highly analytical and detail-oriented MIS Analyst to join KVC Consultants Ltd. In this role, you will be responsible for effectively analyzing and reporting on all aspects of day-to-day operations, including downloading, collating, and trending key performance metrics across daily, weekly, monthly, and quarterly reports. Your expertise will be crucial in generating detailed reports with sub-metric drill-downs and summary dashboards, ensuring data is readily available for various time periods, and conducting Root Cause Analysis (RCAs). Roles and Responsibilities: Conduct Root Cause Analysis (RCAs) on a daily, weekly, monthly, and quarterly basis. Ensure data preservation in an appropriate and easily accessible format. Generate and publish reports as agreed upon with clients and operations teams. Create governance around timelines for report generation and publication, and strictly adhere to them. Required Skill Set: Working knowledge of multi-user computer systems, applications, and equipment. Familiarity with workforce management tools and techniques. Excellent knowledge of MS Office , particularly Excel for data analysis and reporting. Good written and verbal communication skills, including the ability to communicate technical information effectively to non-technical staff. Strong analytical and communication skills. Experience in the usage of reporting tools like Avaya/Cisco . Education and Other Requirements: Graduate. Willingness to work in rotational shifts.

About the Job We are looking for a dynamic and analytical Senior Capacity Planner with strong client-facing skills to join our Workforce Management team. This role will play a key part in driving operational efficiency through precise capacity planning while also serving as a strategic partner to external clients. The ideal candidate will possess a deep understanding of workforce dynamics, strong forecasting and planning capabilities, and the communication skills necessary to translate insights into impactful client conversations. As Senior Capacity Planner, You Will Develop short, mid, and long-term capacity plans in line with forecasted demand, productivity, attrition, and hiring inputs. Serve as the primary WFM point of contact for client interactions, presenting plans, reports, and recommendations regularly. Collaborate with client-side and internal stakeholders to align on forecast assumptions, business changes, and service level expectations. Present capacity models and staffing strategies during client governance calls, QBRs, or ad hoc reviews. Partner with internal teams (HR, Operations, Recruitment, Finance) to ensure seamless execution of capacity plans. Build robust what-if scenarios to model the impact of changes in demand, headcount, and shrinkage. Identify operational gaps or risks and proactively escalate with clear data-backed insights. Maintain high standards of reporting accuracy and transparency in all client-facing documentation and presentations. As Senior Capacity Planner, You Need Bachelor''s degree in Mathematics, Statistics, Business, Engineering, or related fields (Masters preferred). BPO Experience of 4-5 years minimum. 2 to 3 years experience working as a front-line Capacity Planner - Voice, Email, Chat, and SMS channel. Proficiency utilizing NICE IEX Workforce software. Working Knowledge of AWS, Salesforce preferred. Experience with analytics platforms or languages (SQL, Tableau, Power BI, R, Python) is considered an asset. Excellent communication and presentation skills to effectively articulate findings and recommendations to stakeholders at various levels. Ability to work independently and manage multiple projects simultaneously. Excellent analytical, problem-solving, and communication skills. High attention to detail with the ability to manage multiple priorities in a fast-paced environment. Strong stakeholder management and the ability to translate data into actionable insights.

Core Responsibilities: Branch Process Management Execute the defined strategy to achieve the defined performance of the branch. Create a demand funnel and efficiently meet sales forecasts by maintaining a good relationship with clients Manage growth and profitability of the branch by maintaining competitive knowledge so as to create and adjust sales strategies Expand and retain the company's base of customers for affordable home loans by developing and maintaining strong liaisons with the clients/channel partners for repeat business or referrals while also ensuring they are part of our future projects. Build and develop a defined source mix comprising of direct and indirect sourcing channels. Capitalize on business opportunities, builder tie ups, and plan and monitor joint promotional activities with developers. Facilitate the development of new locations as per targets so as to penetrate new markets and thereby increase business Ensure smooth functioning of the lending process at the various stages such as inquiry, application, verification, pre-sanction processing of loan, sanction, post-sanction documentation, disbursement of loan, collection, new and existing customer service. Manage post-sales customer/channel partner escalation. Co-ordinate and supervise all key departments internally and strategies the road map for lending products. Managingbranchoperatingcostsincludingcostofacquisition,expensesandoperations. Closely monitors the quality of book ensuring minimum delinquency at the branch level. To support the appropriate closure of stress accounts and move them out of the portfolio by collaborating with collections team. Team Management Optimize and closely monitor team productivity by effectively managing the team of sales managers so as to assure achievement of business targets and profitability of the area Collaborate effectively with departments including Channel partners. Lead and supervise the SM & RM team by support through appropriate hiring, training, reward and recognition. Responsibleforthe overalladministrative functioningofthebranch. Ensure active distribution span of control is maintained at the branch level as per norms. Industry & Governance Constantly keep abreast of market trends and competitor intelligence so as to build and develop effective sales and marketing strategies Ability to establish internal controls for legal compliance and conduct periodic audits to detect non-compliance & frauds and devise actions for correction and prevention. Ensure a strong understanding of the markets / competition / process and products available in the markets and provide positive feedback to the central product and policy team to stay ahead in the market. Ensure compliance to all Audit / NHB regulations as well as policies and procedures of the company. Graduate : Yes Desired Experience: Minimum 4 - 6 years in the field.

About The Role : Job Title Product Owner SharePoint Online and Viva Engage Corporate TitleAssistant Vice President LocationPune, India Role Description We are seeking a dynamic and experienced Mid-Level Product Owner to drive the strategic vision, development, and execution of solutions for SharePoint Online, O365, and Viva Engage. As a key leader in our organization, you will play a pivotal role in enhancing productivity, collaboration, and communication across the enterprise by delivering innovative and user-centric digital workplace solutions. What well offer you , 100% reimbursement under childcare assistance benefit (gender neutral) Sponsorship for Industry relevant certifications and education Accident and Term life Insurance Your key responsibilities Product Strategy and Vision: Define and lead the strategic roadmap for SharePoint Online, O365, and Viva Engage, ensuring alignment with business goals and user needs. Define and evolve the product vision for SharePoint Online and Viva Engage in alignment with enterprise collaboration goals Own the product lifecycle from ideation through launch and continuous improvement. Collaborate with architecture and engineering teams to ensure alignment with technical standards and compliance frameworks Stakeholder Engagement: Collaborate with cross-functional teams, including IT, business leaders, and end-users, to gather requirements, prioritize features, and ensure seamless adoption of solutions. Act as the primary liaison between business units, engineering, and service operations Lead cross-functional meetings and workshops to gather requirements and feedback. Represent the product in governance forums and vendor discussions. Platform Management Oversee configuration, integration, and optimization of SharePoint Online and Viva Engage, including migration from legacy platforms. Drive adoption strategies, including training, communication, and change management Compliance & Security Ensure adherence to data governance, eDiscovery, and audit requirements Collaborate with InfoSec and Legal teams to manage risk and regulatory compliance. Performance & Metrics Define KPIs and success metrics for platform usage, engagement, and operational efficiency. Monitor analytics and user feedback to inform product enhancements and evolve product capabilities. User Experience: Advocate for an intuitive and accessible user experience, ensuring tools are optimized for productivity and collaboration. Agile Leadership: Act as the Product Owner in Agile development processes, maintaining a well-defined backlog, writing user stories, and ensuring timely delivery of features. Your skills and experience Qualifications Experience10+ years of experience in product management or ownership, with a strong focus on enterprise platforms like SharePoint Online, O365, and Viva Engage. Technical ExpertiseIn-depth knowledge of SharePoint Online, Microsoft O365 suite, and Viva Engage, including configuration, integration, and best practices. Agile MethodologyProven experience leading Agile teams and managing product backlogs. Communication Skills: Exceptional ability to articulate complex ideas and build consensus among stakeholders at all levels. Analytical MindsetStrong data-driven decision-making skills with the ability to analyse usage metrics and refine strategies accordingly. Preferred Skills Experience with Microsoft Power Platform, Teams, and integration tools. Familiarity with organizational change management and user adoption strategies. Knowledge of governance and compliance measures within enterprise environments. Certifications such as CSPO, SAFe PM/PO, or Microsoft 365 certifications How well support you . . . .

About The Role Job Title - GN - SONG - Service - Genesys - Analyst Management Level: 11-Analyst Location: Bengaluru, BDC7A Must-have skills: Genesys Framework Good to have skills: Knowledge of emerging technologies, cloud computing, and cybersecurity best practices. Job Summary : This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions. Roles & Responsibilities: Develop and execute technology transformation strategies, oversee implementation projects, and optimize digital capabilities for business efficiency. You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance. As part of these, you will Use in depth understanding of Genesys Engage/Pure Cloud:Ability to work in high-paced and complex projects Apply understanding of industry specific Customer Service processes:Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.) Deploy thorough understanding of Genesys Framework:Leading-edge expertise in implementing multichannel center applications using Genesys tools including Composer, Designer, GAX etc. Bring your best skills forward to excel at the roleAbility to use technical exposure to contact center and overall customer service areas:In depth understanding of Genesys Engage/Pure Cloud. Easily work in high-paced and complex projects:Use understanding of industry specific Customer Service processes, operations, and functional needs Deploy a strong designing skill:Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...) Maximize application design and development experience:Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms. Professional & Technical Skills: - Relevant experience in the required domain. - Strong analytical, problem-solving, and communication skills. - Ability to work in a fast-paced, dynamic environment. Additional Information: - Opportunity to work on innovative projects. - Career growth and leadership exposure. About Our Company | Accenture Qualification Experience: 3 to 5 Years Educational Qualification: BE Btech

Project Role : Technology OpS Support Practitioner Project Role Description : Own the integrity and governance of systems, including best practices for delivering services. Develop, deploy and support infrastructures, applications and technology initiatives from an architectural and operational perspective in conjunction with existing standards and methods of delivery. Must have skills : Unified Communication and Collaboration Operations Good to have skills : NAMinimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As a Technology OpS Support Practitioner, you will be responsible for ensuring the integrity and governance of systems while adhering to best practices for service delivery. Your typical day will involve developing, deploying, and supporting infrastructures, applications, and technology initiatives, all while aligning with existing standards and methods of delivery. You will engage with various teams to ensure operational excellence and contribute to the overall success of technology initiatives within the organization. Roles & Responsibilities:- Expected to be an SME.- Collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Provide solutions to problems for their immediate team and across multiple teams.- Facilitate training and knowledge sharing sessions to enhance team capabilities.- Monitor and evaluate the performance of systems and processes to identify areas for improvement. Professional & Technical Skills: - Must To Have Skills: Proficiency in Unified Communication and Collaboration Operations.- Strong understanding of system governance and integrity management.- Experience with infrastructure deployment and support.- Familiarity with best practices in service delivery and operational excellence.- Ability to collaborate effectively with cross-functional teams. Additional Information:- The candidate should have minimum 5 years of experience in Unified Communication and Collaboration Operations.- This position is based at our Hyderabad office.- A 15 years full time education is required. Qualification 15 years full time education

Project Role : Technology OpS Support Practitioner Project Role Description : Own the integrity and governance of systems, including best practices for delivering services. Develop, deploy and support infrastructures, applications and technology initiatives from an architectural and operational perspective in conjunction with existing standards and methods of delivery. Must have skills : Unified Communication and Collaboration Operations Good to have skills : NAMinimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As a Technology OpS Support Practitioner, you will be responsible for ensuring the integrity and governance of systems while adhering to best practices for service delivery. Your typical day will involve developing, deploying, and supporting infrastructures, applications, and technology initiatives, all while aligning with existing standards and operational methods to enhance service efficiency and effectiveness. Roles & Responsibilities:- Expected to be an SME.- Collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Provide solutions to problems for their immediate team and across multiple teams.- Facilitate training and knowledge sharing sessions to enhance team capabilities.- Monitor and evaluate team performance to ensure alignment with organizational goals. Professional & Technical Skills: - Must To Have Skills: Proficiency in Unified Communication and Collaboration Operations.- Strong understanding of system governance and integrity management.- Experience in developing and deploying technology infrastructures.- Ability to support applications and technology initiatives effectively.- Familiarity with best practices in service delivery and operational standards. Additional Information:- The candidate should have minimum 5 years of experience in Unified Communication and Collaboration Operations.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

Project Role : Application Lead Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact. Must have skills : Python (Programming Language) Good to have skills : AWS Lambda Administration, Adobe Experience Platform (AEP), Adobe Journey OptimizerMinimum 7.5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Lead, you will lead the effort to design, build, and configure applications, acting as the primary point of contact. Your typical day will involve collaborating with various teams to ensure project milestones are met, facilitating discussions to address challenges, and guiding your team through the development process. You will also engage in strategic planning to align application development with organizational goals, ensuring that the solutions provided are effective and innovative. Roles & Responsibilities:- Expected to be an SME.- Collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Provide solutions to problems for their immediate team and across multiple teams.- Mentor junior team members to enhance their skills and knowledge.- Evaluate and implement best practices in application development to improve efficiency. Professional & Technical Skills: - Must To Have Skills: Proficiency in Python (Programming Language).- Good To Have Skills: Experience with Adobe Journey Optimizer, Adobe Experience Platform (AEP), AWS Lambda Administration.- Strong understanding of software development life cycle methodologies.- Experience with application architecture and design principles.- Proficiency in debugging and troubleshooting complex application issues. Additional Information:- The candidate should have minimum 7.5 years of experience in Python (Programming Language).- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

Investigate and resolve production issues. Troubleshoot technical issues or questions reported by customers. Perform root cause analysis for production errors. Develop scripts to automatically verify end-to-end operation of integrations. Required Candidate profile Working knowledge of databases and SQL. Willingness to learn Ruby on Rails. Diligence, quality-focused, and analytical skills. Proactive in contributing to organizational success. Perks and benefits Travel benefits. Paid sick leave. Gratuity.

Key Technical Skills & Responsibilities:- 5+ years of experience in C++ development, integration, and transition on OSS/BSS telecom systems. Strong expertise in CSTA, SIP, RTP, SRTP, and WebRTC for VoIP call handling. Lead the development of complex C++ modules and components related to network protocols, call processing, and data communications. Extensive experience with the Standard Template Library (STL) Proficiency in multi-threading and concurrency. Integrate location-based routing (LoST, PIDF-LO, HELD) Implement XMPP-based messaging for real-time emergency communications. Secure telecom protocols using TLS, IPsec, HTTPS. Collaborate with GIS teams to support geospatial call routing. Maintain and optimize low-latency, high-availability telecom systems Familiarity with SS7, ISUP, and PSTN to IP transition. Preferred Qualifications:- Certifications in VoIP, SIP, or Cloud Telecom (Cisco, Avaya, AWS, etc.). Familiarity with services regulations (FCC, NENA, EENA). Our Offering:- Global cutting-edge IT projects that shape the future of digital and have a positive impact on environment. Wellbeing programs & work-life balance - integration and passion sharing events. Attractive Salary and Company Initiative Benefits Courses and conferences. Attractive Salary. Hybrid work culture.

The future is our choice At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our peoples skills and backgrounds to make the right choices with our clients, for our company and for our own futures. Skills & Experience: 8+ years of experience in Java and AngularJS development in telecom systems on OSS and BSS applications. Strong expertise in CSTA, SIP, RTP, SRTP, and WebRTC for VoIP call handling. Strong experience in multithreading, performance tuning, and real-time systems. Knowledge of cloud-based VoIP solutions (AWS, Kubernetes, Docker, OpenStack) is a plus. Experience with SDN for network traffic engineering is a bonus. Integrate location-based routing (LoST, PIDF-LO, HELD) Implement XMPP-based messaging for real-time emergency communications. Secure telecom protocols using TLS, IPsec, HTTPS. Collaborate with GIS teams to support geospatial call routing. Maintain and optimize low-latency, high-availability telecom systems Familiarity with SS7, ISUP, and PSTN to IP transition. Preferred Qualifications: Certifications in VoIP, SIP, or Cloud Telecom (Cisco, Avaya, AWS, etc.). Familiarity with services regulations (FCC, NENA, EENA).

Email your resume to Swathi@wissenpro.com or call/WhatsApp us at 800-858-2617. Open Positions: Analyst Planning & Scheduling Sr. Supervisor WFM / RTM / RTA Analyst - Forecasting Sr. Planning Analyst Intraday Supervisor - RTM RTA - Real Time Analyst Supervisor - Planning & Scheduling Requirements: Hands-on with tools: IEX, Alvaria, Aspect, NICE, Avaya, Teleopti, Verint, CMS Expertise in Planning, Forecasting, RTA, Scheduling Excellent communication, Excel, & presentation skills Comfortable with US Shifts Reach out now to apply or refer!

Email your resume to Swathi@wissenpro.com or call/WhatsApp us at 800-858-2617. Open Positions: Analyst Planning & Scheduling Sr. Supervisor WFM / RTM / RTA Analyst - Forecasting Sr. Planning Analyst Intraday Supervisor - RTM RTA - Real Time Analyst Supervisor - Planning & Scheduling Requirements: Hands-on with any tools: IEX, Alvaria, Aspect, NICE, Avaya, Teleopti, Verint, CMS Expertise in Planning, Forecasting, RTA, Scheduling Excellent communication, Excel, & presentation skills Comfortable with US Shifts Reach out now to apply or refer!

You should have a college diploma or university degree in the field of computer science, or equivalent work experience of 5 to 8 years. Industry recognized qualifications such as Cisco Certified Network Associate (CCNA), Check Point Certified Security Administrator (CCSA), and Microsoft Avaya / Extreme Checkpoint / Palo Alto Netscaler ADC would be beneficial. Your technical skills should include expertise in WAN technologies (MPLS, Dynamic Routing, SD-WAN) and LAN technologies (Extreme Appliances, SPBM, Dynamic Routing). Experience with wireless technologies like Aerohive, security appliances (Palo Alto, Checkpoint), load balancers (Alteon, Citrix ADC), WAN optimizers (Riverbed), system management technologies like SolarWinds, and cloud-based Internet proxy solutions (zScaler) is required. You should have significant experience in supporting large/enterprise-level infrastructures and possess excellent analytical and problem-solving skills to achieve prompt resolution. A good understanding of current business trends and the ability to anticipate technical implications of changing business environments on current and future technology is essential.,

As an IT Telecom Specialist, you will play a crucial role in ensuring the availability and functionality of the voice infrastructure. Your responsibilities will include configuring and maintaining telecom equipment such as PBX, telephone switches, IP phones, and voice mail systems. You will also be involved in cabling activities for voice, data, fiber, and other related equipment. Collaboration with equipment and service providers will be a key aspect of your role, requiring effective communication and coordination skills. To excel in this position, you must have a solid educational background in IT and at least 3 years of experience in telecommunication, focusing on either data or voice networks. Your expertise in PBX and Avaya systems will be essential, and possessing Avaya Certification will be considered advantageous. You should be proficient in troubleshooting various systems including Automatic Call Distribution, Interactive Voice Response, Voice Mail, and Call Accounting Systems. Additionally, your role will involve installing, troubleshooting, and designing network and telephony systems. In addition to technical skills, soft skills are equally important for success in this role. You should have strong reasoning, troubleshooting, and analytical abilities. Excellent interpersonal and communication skills are essential, along with a client-oriented approach. Proficiency in English communication and a knack for problem-solving will further enhance your effectiveness in this position.,

The role of a customer service team leader is to lead the frontline customer service representatives who manage customer interactions across an omni-channel operation including Voice, Email, Chat, Chatbot & Social channels of support in the Americas. You are responsible for ensuring effective team management, focusing on performance management, consistency of operations, constantly looking for opportunities to improve customer experience, and maintaining positive relationships with internal and external business partners. It is critical for you to have a keen eye for detail and drive continuous improvement using actionable insights from day-to-day operations. Your key accountabilities include leading the team to ensure safe and silent run for the team's processes, managing deadlines to ensure highest quality activities that affect customer relationships, conducting regular performance discussions and career development plans with direct reports, prioritizing monthly team meetings, developing skills and knowledge of team members, providing escalation for any team issues, monitoring Key Performance Indicators aligned to Service Level Agreements, collaborating with other team leaders, adhering to EMS/QMS Systems tasks, serving as a single point of accountability for projects or change requests, maintaining relationships with key collaborators and service providers, developing and controlling processes and procedures to company standards, collaborating with business partners to support new business or supply disruption, delivering cost-effective accounting and control to customers, and aligning team members with HSSE policies and procedures. In addition, you are expected to constantly scan for improvement opportunities, collaborate at a high pace while managing risks, promote Agile methodology, think Digital Delivery first, build capability within teams, and demonstrate BP's values and behaviors. The crucial experience required for this role includes a Bachelor's degree or equivalent with 10+ years of experience in the Customer Service industry, 6-8 years of people management experience in Customer Service, experience in managing omnichannel operations, coaching and leading high performing teams, and effective communication skills. Key competencies for this role include strategic orientation, global awareness, general leadership and decision-making skills, change management experience, understanding of customer needs and behaviors, building effective relationships, cross-functional mindset, people management and development experience, and identifying and implementing continuous improvement opportunities. Desirable criteria include proficiency in Microsoft Office, experience in Genesys/Avaya/Nortel telephony & email workflows, managing chatbot & social media operations, using technical tools, interpreting systems and integration, analytical skills to review metrics and drive performance, financial accounting skills, and maintaining sound relationships with collaborators and service providers. The role provides reasonable accommodation for individuals with disabilities to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment. Negligible travel is expected, and relocation assistance within the country is available. The position is a hybrid of office and remote working.,

Role Information Quality Analyst Service Desk Role Designation Quality Analyst Position Summary • Conduct process audits, deploy designed processes, analyze and report performance on quality • Support and implement de-risking plans for the process • Share and document best practices • Conduct RCAs on transaction monitoring to create action plans to reduce errors and improve service delivery • Monitor transactions and calls for compliance and highlight any failures to the team concerned • Provide feedback to the agents, based on the findings of the monitoring • Participate in calibration processes with clients Required skill set Technical Skills - • General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc. • Awareness of the concepts of computer and mobile hardware (Specific to L1) • Ability/having experience on reporting including on tools like Avaya/Cisco • Desired/Preferred skills - Yellow Belt \ Green Belt certified. Experience in successfully completing six sigma projects in a similar environment • Experienced in process excellence, operational excellence and transactional quality • Willingness to work on multiple projects and also periodically set and achieve stretch goals General Skills - • Exceptional verbal and written communications • Strong decision making and analytical ability • Able to negotiate, good presentation skills and Client Interfacing Job duties and responsibilities • Collect, collate and analyze performance data on quality • Conduct process audits, identify gaps in execution process steps, and provide feedback to agents / TLs • Highlight key areas of improvement and prepare action plans specific to each area • Create huddle packs based on the RCAs completed • Create and implement sampling plan, conduct calibration session and feedback session • Initiate/Participate in calibration sessions with the Client and provide RCA for weak performances • Creating awareness by training and bringing visibility to Risk quality initiatives in the engagement • Collect and analyze customer complaints and escalations. Report and act on the corrective actions for all the complaints and escalations • Report and track implementation of corrective actions to ensure process continuity and stability • Ensure the knowledge data base is up to date and conduct regular floor audits to measure awareness • Focus on adherence to compliance in transaction monitoring and highlight failures to stake holders • Identify, initiate and own sig sigma and lean projects to improve metrics, drive behaviors and reduce costs Education and other requirement • Graduate with Minimum 2 years of relevant experience (i.e L1 helpdesk / tech support process) including at least one year as a quality auditor • Willingness to work in rotational shifts # IMMEDIATE JOINERS PREFERED OR NOTICE WITH MAX OF 30 DAYS . KINDLY MAIL CV - AND WRITE ON SUBJECT -- QA- PUNE - SERVICE DESK

Role Designation MIS Analyst Position Summary Able to effectively analyze and report on all aspects of day-to-day operations Ability to download, collate, analyze, pull up trends and highlight key performance metrics. Reports have to be daily, weekly, monthly and quarterly Detailed reporting with sub-metric drill downs and also summary dashboards have to be published Trend analysis to be done and data for various time periods readily available Reports to be generated and published at specific and pre-determined times and days Required skill set Minimum experience of 2 years with 12-18 months of relevant experience in similar role Working knowledge of multi-user computer systems, applications, and equipment along with work force management tools and techniques Excellent knowledge of MS Office Good written and verbal communication skills, including experience communicating technical information to non-technical staff Good analytical and communication skills Experience in usage of reporting tools like Avaya/Cisco Job duties and responsibilities RCAs on daily, weekly, monthly and quarterly basis Data preservation in an appropriate and easily accessible format Report generation as agreed with the clients and operations Create governance around timelines for report generation and publication and adhere them Education and other requirement Graduate Willingness to work in rotational shifts # KINDLY MAIL YOUR RESUME ONLY IF YOU MAY JOIN WITH A NOTICE PERIOD OF 30 DAYS WITH YOU EXISITING CO OR YOU ARE AN IMMEDIATE JOINER . MAIL CV WITH SUBJECT AS -- MIS - PUNE NO PLACEMENT CHARGES

WFM RTA GURGAON Minimum 12 Months WFM RTA International BPO Exp Mandatory Required Candidate profile Atleast 1 year experience as RTA in International process Tool Knowledge IEX, VERINT, AVAYA,Genesys Should have good communication in English Immediate Joiners OR Max 1 month notice period candidates can apply CTC Up to 8.3LPA( Depending Upon Last 25 % - 35 % Hike ) Opportunity to work in a fast-paced, international work environment Willingness to work in rotational shifts and on rotational offs UnderGraduates Can Apply NOTE - NOTICE PERIOD OF MORE THAN A MONTH WILL TOTALLY NOT WORK SO APPLY ACCORDINGLY Interested in Joining? Call HR Ankita : +91 8840819455 Email: ankita2.jobfinder@gmail.com Please share this opportunity with friends who are actively looking for jobs!

The Apex Group was established in Bermuda in 2003 and is now one of the worlds largest fund administration and middle office solutions providers. Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion. Thats why, at Apex Group, we will do more than simply empower you. We will work to supercharge your unique skills and experience. Take the lead and well give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities. For our business, for clients, and for you DisclaimerUnsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

The Apex Group was established in Bermuda in 2003 and is now one of the worlds largest fund administration and middle office solutions providers. Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion. Thats why, at Apex Group, we will do more than simply empower you. We will work to supercharge your unique skills and experience. Take the lead and well give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities. For our business, for clients, and for you DisclaimerUnsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.