7828 Chat Jobs - Page 19

The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists Responsibilities Communicate with customers via phone, email and chat Provide knowledgeable answers to questions about product, pricing and availability Work with internal departments to meet customer's needs Data entry in various platforms Qualifications At least 6month of telesales work experience Excellent phone etiquette and excellent verbal, written, and interpersonal skills Ability to multi-task, organize, and prioritize work Show more Show less

Job Description Performs data entry accurately and efficiently using various computer programs, word processing, spreadsheet, or database commands; formats material as required. Proofs material entered and generated data reports as required; reviews discrepancies in data received, requests clarification or advises supervisor of issues related to data, to verify customer requests are processed correctly. Files, keeps records, and prepares/transmits/sorts/distributes faxes, mail, e-mail, and reports as needed. Promotes and maintains high standards of quality and service excellence. Processes work in a timely manner and meets daily productivity objectives; displays a sense of urgency while achieving quality and productivity goals. Understands and can correctly work with multiple currencies and other requirements about processing international orders. Effective time management and planning/organizing skills. Provides Chat support as required, local language plus other required languages. Supports local Customer Service teams and provides support for other teams when needed. Actively supports the team by aiding for complex or uncommon requests and best practices. Professional verbal and written communication in local language (minimum), including in a telephone environment. Bachelor’s degree. This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at any time at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities. About Us About us: Our story Mouser Electronics, founded in 1964, is a globally authorized distributor of semiconductors and electronic components for over 1,200 industry-leading manufacturer brands. This year marks the company's 60th anniversary. We specialize in the rapid introduction of the newest products and technologies targeting the design engineer and buyer communities. Mouser has 28 offices located around the globe. We conduct business in 23 different languages and 34 currencies. Our global distribution centre is equipped with state-of-the-art wireless warehouse management systems that enable us to process orders 24/7, and deliver nearly perfect pick-and-ship operations. Show more Show less

Urgent Hiring : Non Voice Process Email support Qualification: Any Degree CTC upto 25k 6 days Working ( week off) Experience: 1 year in BPO, customer support, non voice process, chat, email support Language : Excellent comms skills in English Versant test with level 5 score Work from office Shift time: Day Shifts Pl contact 9153619895, 6203991974 Job Types: Full-time, Permanent Pay: ₹18,000.00 - ₹25,000.00 per month Benefits: Provident Fund Schedule: Day shift Ability to commute/relocate: Kundalahalli, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required) Education: Bachelor's (Required) Experience: Non-voice: 1 year (Required) Location: Kundalahalli, Bengaluru, Karnataka (Required) Work Location: In person Speak with the employer +91 9153619895

Job Vacancy: Customer Support Executive 📍 Location: Jaipur (Work From Office) 🏢 Company: Shakuniya Solutions 🕒 Type: Full-Time 💼 Experience: 1-5 years 📅 Joining: Immediate preferred About Us: Shakuniya Solutions is a growing IT and digital service company committed to providing high-quality, scalable, and affordable solutions for businesses across various sectors. We are driven by innovation, passion, and a strong belief in delivering exceptional client experiences. Role Overview: We’re looking for a dynamic and empathetic Customer Support Executive to join our Jaipur team. The ideal candidate will be responsible for providing timely and effective support to clients via phone, email, and chat, ensuring their satisfaction with our products and services. Key Responsibilities: Respond promptly and professionally to customer inquiries Resolve product/service issues and follow up to ensure resolution Maintain accurate records of interactions and resolutions Coordinate with internal teams for issue escalation Assist in onboarding and training of new customers when required Ensure high levels of customer satisfaction and positive engagement Requirements: Strong communication skills (English & Hindi) Basic technical know-how of IT/digital services is a plus Problem-solving attitude and patience in handling queries Proficiency in using CRM tools, email, and MS Office Freshers welcome; previous customer service experience is an advantage Perks & Benefits: Competitive salary Positive and collaborative work environment Growth and learning opportunities How to Apply: Send your resume to neha.kumari@shakuniya.in with the subject "Customer Support Executive – Jaipur" Show more Show less

Job Requirements Job Title: Customer Care Executive Company Name: Startek Location: Noida, Uttar Pradesh Salary: ₹17,000 - ₹18,500 per month Employment Type: Hybrid (Work From Home) Job Description Startek is looking for Customer Care Executives to join our team for an exciting E-commerce Chat Process. This is a work-from-home opportunity with the convenience of a hybrid work model. As a Customer Care Executive, you will be responsible for handling customer queries and complaints tactfully, ensuring an excellent customer experience at every interaction, and taking complete ownership for customer satisfaction. Key Responsibilities Efficiently handle customer queries and complaints Provide excellent customer experience during all interactions Take complete ownership of customer issues and ensure end-to-end resolution Demonstrate good analytical ability in resolving customer concerns Preferred Candidate Profile Excellent written and oral communication skills in English Display good customer service skills Prior experience in BPO voice processes will be preferred, but freshers can also apply Ability to create a work-from-home environment Willingness to work in a 24/7 environment Must have own Laptop/Desktop with a reliable Internet connection for remote work FAQs 1Q: What is the job title? A: The job title is "Customer Care Executive II - E-commerce Chat Process." 2Q: Is this a remote job? A: Yes, this is a work-from-home opportunity with a hybrid work model. 3Q: What locations are these openings available in? A: The openings are available in Noida, Uttar Pradesh; Bangalore/Bengaluru, Karnataka; and Delhi/NCR. 4Q: Is prior BPO voice process experience necessary? A: While prior experience is preferred, freshers are also welcome to apply. 5Q: What are the required communication skills? A: Candidates should possess excellent written and oral communication skills in English. 6Q: What equipment is required for working from home? A: Applicants must have their own Laptop/Desktop with a reliable Internet connection. Show more Show less

We are looking for Email / Semi Voice Process/ Customer Support Jobs in Chennai Should have Experience in Inbound &Outbound Calls and Sales Good Communication Skills in English & Hindi Must Interested Candidates can apply 7397778272

Job description: Job Description Role Purpose The purpose of the role is to resolve, maintain and manage client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA’s ensuring client satisfaction ͏ Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner ͏ Deliver NoPerformance ParameterMeasure1. 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails ͏ ͏ Mandatory Skills: Data Center Switching . Experience: 3-5 Years . Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome. Show more Show less

Platform Engineer Skills & Experience Experience level: 3+ years Tech stack used: FastAPI, Tornado, Redis, Celery, MySQL, AWS, Docker, Ansible, Linux, Python, React, OpenSearch, nginx Primary skills we consider: Python, API/Web Development Secondary skills we consider: React, Typescript, HTML5/CSS3, REST, Docker, CI/CD, AWS, ML training & deployment stacks Location: Remote About us: We're building FileSpin into the world’s most innovative, AI-enabled Digital Asset Management platform. Our mission is to deliver blazing-fast media infrastructure and delightful developer tools for teams who care about scale and performance. We're growing fast — and looking for sharp, self-driven engineers to help shape our next-generation platform. If you thrive in fast-paced environments and love solving real-world SaaS scaling challenges, let’s talk. Qualifications & Responsibilities Proficient in Troubleshooting and Infrastructure management Strong skills in Software Development and Programming Experience with Databases Excellent analytical and problem-solving skills Ability to work independently and remotely Bachelor's degree in Computer Science, Information Technology, or related field preferred Experience in ML model training and deployments is a plus Essential skills: Excellent Python Programming skills Good Experience with SQL Excellent Experience with at least one web frameworks such as Tornado, Flask, FastAPI Experience with Video encoding using ffmpeg, Image processing (GraphicsMagick, PIL) Good Experience with Git, CI/CD, DevOps tools Experience with React, TypeScript, HTML5/CSS3 “Nice to have” skills: Machine Learning and associated tools Web/Proxy servers (nginx/Apache/Traefik) SaaS stacks such as task queues, search engines, cache servers Prior experience in a startup or early-stage team Please do not apply if you You’ve never built or contributed to a cloud-based SaaS application You aren’t comfortable working independently and remotely What You'll Get High-autonomy, low-meeting culture — we trust you to do your best work Work closely with founders and senior engineers — no middle layers Continuous Learning Budget (courses, books, events) A creative, fast-paced environment where you’ll own your impact Interview Process Introductory chat Short technical screening test (code + SaaS thinking) Deep dive technical interview Culture and compensation discussion Job offer Show more Show less

Now Hiring: Online Order Support VA (Brand Concierge) Work From Home | Full-Time | Customer Experience-Focused Love helping people and making their day better — even through a screen? At TalentPop App, we’re building unforgettable customer experiences for fast-growing online brands. We’re on the lookout for a warm, detail-oriented, and reliable Online Order Support VA to join our Brand Concierge team. This isn’t your average support role. You’ll be the voice behind the screen, making sure every order feels smooth, personal, and on-brand. If you care about connection, consistency, and customer happiness — read on! What You’ll Be Doing Chatting with customers via phone, email, live chat, or SMS to help with orders, returns, or product questions Providing support that feels human — reflecting each brand’s voice and values with care Following up on order tracking, resolving issues smoothly, and offering thoughtful solutions Keeping things documented — from common questions to key feedback Sharing helpful insights with the team to improve the overall customer journey You’re a Great Fit If You Have 1+ year of experience in customer support, VA roles, or e-commerce Clear, friendly written and verbal communication Familiarity with Shopify, Zendesk, or Gorgias (bonus points!) A calm and proactive approach when solving customer issues A reliable internet connection and a quiet home workspace Strong organization, attention to detail, and time management What We Offer Performance-based raises and bonuses Paid time off and HMO health coverage Fully remote — work from anywhere you feel productive A friendly, collaborative team culture Opportunities to grow and level up your skills To apply, include the application code BCS so we can fast-track your application! If you’re ready to make every customer interaction count — we’d love to have you on the team. Show more Show less

SUMMARY Job Title: Customer Support Associate (Chat) Location: DLF2, Rajarhat, Kolkata Work Mode: Work from Office Shift: Rotational 24/7 shifts (5 days working, 2 rotational week offs) Salary: Up to 4.2 LPA (based on experience and last drawn CTC) Company Overview: Our client is a leading multinational telecommunications company headquartered in London. It is the UK’s largest provider of fixed-line, broadband, and mobile services, and also offers subscription TV and IT services globally. Requirements Minimum 1 year of experience in an international BPO (chat/email process) Strong command over English both written and verbal Knowledge of customer service principles and practices Basic technical knowledge is a plus Flexible to work in 24/7 rotational shifts Educational Qualification: Undergraduates, Graduates, and Postgraduates are eligible to apply Benefits Both side Cab + Incentives + Shift Allowances + High medical insurance coverage benefits Opportunity to move laterally within the organization, through IJP for various other roles and business units which exist.

The Role As a Product Technical Lead , you will act as the bridge between the product vision and technical execution. You will lead product architecture discussions, define technical roadmaps, and guide engineering teams to deliver high-performance, scalable solutions for our AI chatbot platform – BotPenguin. This is a high-impact role that demands strategic thinking, hands-on development expertise, and leadership skills to align cross-functional teams toward product success. You will be closely working with product managers, senior engineers, AI experts, and business stakeholders. You will also be responsible for conducting code reviews, mentoring junior developers, and ensuring high software quality standards. This role offers exciting opportunities to build impactful AI-driven solutions and shape the future of conversational automation. What you need for this role Education: Bachelor's degree in Computer Science, IT, or related field. Experience: 5 + years of experience in software engineering with at least 2+ years in a technical leadership role. Technical Skills: Proven experience in scalable system design and product architecture . Strong understanding of MEAN/MERN Stack technologies. Experience in software architecture planning and low-level design. Ability to define and implement product-level architectural patterns. Ability to create and implement scalable, high-performance solutions. Hands-on experience in backend API development & UI integration. Familiarity with cloud platforms like AWS and containerisation (Docker, Kubernetes). Understanding of AI/ML concepts in development. Knowledge of version control tools like GitLab/GitHub and project management tools like Notion . Soft Skills: Strong analytical mindset, leadership skills, and a passion for mentoring junior developers. What you will be doing Lead technical architecture design and roadmap planning for BotPenguin’s core platform. Work alongside the Product Manager to align product vision with technical execution. Collaborate with engineering teams to translate product requirements into scalable solutions . Design and develop core modules of the platform, especially those related to automation, chat assignment, analytics, and multi-agent support . Implement and enforce technical best practices , coding guidelines, and documentation standards. Evaluate and integrate LLM models, AI agents , and automation tools as per evolving product needs. Ensure performance, security, and scalability of applications across global deployments. Support Customer Success and QA teams with technical issue resolution and RCA . Drive technical discussions, conduct code reviews, and ensure timely feature delivery. Foster a culture of continuous improvement, collaboration, and innovation within the tech team. Collaborate with the Product Team to plan and implement technical solutions for new features. Work closely with Technical Leads & Senior Developers to define software architecture and create low-level designs. Conduct code reviews to ensure adherence to best practices and coding standards. Develop backend APIs and integrate them with frontend applications. Conduct automated unit & integration testing to ensure high code quality. Document technical processes, APIs, and troubleshooting guides. Monitor system performance and suggest improvements to optimize efficiency. Assist the Customer Success Team in resolving technical challenges and enhancing user experience. Mentor junior engineers, providing guidance on best practices and career growth. Any other task relevant to the product that may be needed. Top reasons to work with us Lead the architecture and evolution of a fast-growing AI product used globally. Be part of a cutting-edge AI startup driving innovation in chatbot automation. Work with a passionate and talented team that values knowledge-sharing and problem-solving. Growth-oriented environment with ample learning opportunities. Exposure to top-tier global clients and projects with real-world impact. Flexible work hours and an emphasis on work-life balance. A culture that fosters creativity, ownership, and collaboration. Job Type: Full-time Pay: ₹1,800,000.00 - ₹2,000,000.00 per year Benefits: Provident Fund Schedule: Day shift Ability to commute/relocate: Mohali, Punjab: Reliably commute or planning to relocate before starting work (Preferred) Work Location: In person

Tata Capital Ltd is looking for Customer Relationship Executive - UCV Finance - Motor Finance to join our dynamic team and embark on a rewarding career journey Responding to customer inquiries and concerns via phone, email, or chat in a timely and professional manner Resolving customer complaints and finding creative solutions to customer problems Building rapport and relationships with customers to foster loyalty and repeat business Gathering customer feedback and making recommendations for improving customer service Keeping up-to-date with the latest products and services offered by the company Keeping accurate records of customer interactions and transactions Collaborating with other teams within the company to ensure that customer needs are met

Tata Capital Ltd is looking for Customer Relationship Executive - UCV Finance - Motor Finance to join our dynamic team and embark on a rewarding career journey Responding to customer inquiries and concerns via phone, email, or chat in a timely and professional manner Resolving customer complaints and finding creative solutions to customer problems Building rapport and relationships with customers to foster loyalty and repeat business Gathering customer feedback and making recommendations for improving customer service Keeping up-to-date with the latest products and services offered by the company Keeping accurate records of customer interactions and transactions Collaborating with other teams within the company to ensure that customer needs are met

WE ARE HIRING | CUSTOMER SUCCESS ASSOCIATES Location: Gurugram (Work From Office) Batch Date: 7th July Openings: 40 Positions we are hiring for a Tech Support Process (Blended – Voice + Chat). Role: Customer Success Associate Qualification: Graduate (any stream) Experience: Minimum 6 months in International Voice/Chat Support Skills Required: Excellent English communication Strong verbal fluency Salary Range: ₹25K – ₹31K CTC Benefits: Both Side Cab Work Schedule: 5 Days a Week (Rotational Shifts + Rotational Offs) Eligibility: Candidates residing within 20 KM of Udyog Vihar, Gurugram If you're looking to grow your career in customer support, this is your chance! Show more Show less

BPO for technical support Customer support Voice process Excellent communication req Chennai, Hyderabad, Pune, Gurgaon, Bangalore Freshers and Experienced both can apply US Shift Cab provided 2 days rotational off Graduation not mandatory Sal max 4 lpa + Incentivs Immediate joining required Please call Durga 9884244311 for further info Regards Durga 9884244311

Job Description Role : International Voice/Chat Process Location : Bangalore Candidate Expectations & Responsibilities 3-8 Years Work Experience in International voice process, chat process International voice process experience - Mandatory NO domestic voice process experience US Voice Process Experience - Preferred Experience in International HR Helpdesk - Preferred Experience in international chat process - Mandatory Understanding of various processes of core HR Operations Good understanding of various HR Systems/ applications and case management tools like ServiceNow, Workday Understanding of Service level agreements Understanding of the Telephony tools e.g. Avaya Flexible with night shifts. Skills Required RoleInternational Voice/Chat Process – Associate /Senior Associate/Team Lead - Bangalore Industry TypeITES/BPO/KPO Functional Area Required Education Bachelor Degree Employment TypeFull Time, Permanent Key Skills INTERNATIONAL VOICE PROCESS CHAT PROCESS Other Information Job CodeGO/JC/315/2025 Recruiter NameMarilakshmi S Show more Show less

Job Description Role involves leading a team of training professionals to design and deliver impactful learning programs that enhance agent performance, ensure quality service delivery, improve customer satisfaction, and support overall business objectives. Develop, implement, and refine the comprehensive training strategy for all aspects of contact center operations, aligning with overall business goals. Minimum of 10-12 years of progressive experience in training and development. Experience in training for both voice and non-voice (e.g., chat, email, social media) contact center processes. Expertise in creating engaging and effective learning content. Demonstrable experience with various training methodologies, adult learning principles, and instructional design concepts. Skills Required RoleSenior Manager Training Industry TypeITES/BPO/KPO Functional AreaITES/BPO/Customer Service Required Education Graduation Employment TypeFull Time, Permanent Key Skills CONTACT CENTRE TRAINING Other Information Job CodeGO/JC/380/2025 Recruiter NameMaheshwari Balasubramanian Show more Show less

BPO- Hiring For Social Media Blended Process- 36K Per Month Grad/UG's/BE/BTech With Min.12 Months Exp. in Voice/Chat Process,With International BpO.Mandate 5 Days Cabs 24/7 Pls Call- Dipankar @ 9650094552 Work From Office Available Only

BPO- Hiring For Social Media Blended Process- 36K Per Month GGN Grad/UG's/BE/BTech With Min. 1 year Exp.in Voice/Chat process With International BpO Must 5 Day Cabs 24/7 Work From Home Call- Dipankar @ 9650094552 jobsatsmartsource@gmail.com

Job Description Job Description: Job Title: Manager/Sr Manager-Capacity Planning Location: Bangalore, India Job Summary: We are seeking an experienced and analytical Manager – Capacity Planning to lead and drive strategic workforce planning across a multi-channel, global contact center environment. The ideal candidate will bring over a decade of experience, with deep expertise in capacity modelling, WFM tools, and managing high-performing planning and scheduling teams. This is a critical role responsible for ensuring efficient operations, meeting service levels, and supporting business growth with data-driven workforce solutions. Key Responsibilities: Develop short-, mid-, and long-term capacity plans (18 to 36-month outlook) based on business forecast, shrinkage, and workload trends. Build detailed headcount, revenue, and demand projections including support for RFPs and business case modelling. Utilize WFM tools (e.g., Aspect eWFM, NICE IEX, Impact 360), advanced Excel, SQL, and Power BI for data modelling and reporting. Lead capacity planning and scheduling teams, driving automation and process improvements using VBA and MS Excel. Create and maintain accurate scheduling templates using Erlang calculations across multiple channels and queues (calls, email, chat, social media). Provide risk analysis and mitigation planning related to SL performance, staffing deficits, and future business demand. Collaborate with operations, HR, training, and finance teams to ensure strategic alignment and support recruitment and ramp planning. Partner with external vendors as needed and work across remote and cross-functional teams. Support financial planning by preparing resource and demand inputs for budget cycles. Present data-driven insights, planning assumptions, and risks to senior leadership in a clear and professional manner. Mandatory Qualifications: Minimum of a Bachelor’s Degree, Post Graduate Diploma, or Professional Degree in any field (Diploma holders with relevant experience will also be considered). 10+ years overall experience, including 7+ years in a customer-facing global operations or contact center/BPO environment. In-depth understanding of contact center metrics and their interdepend Skills Required RoleManager/Sr Manager-Capacity Planning Industry TypeHospitals/ Health Care, ITES/BPO/KPO Functional AreaITES/BPO/Customer Service Required Education Graduation Employment TypeFull Time, Permanent Key Skills CAPACITY PLANNING FORECASTING RESOURCE PLANNING WORKFORCE MANAGEMENT Other Information Job CodeGO/JC/211/2025 Recruiter NameSubashini Skills Required RoleManager/Sr Manager-Capacity Planning Industry TypeHospitals/ Health Care, ITES/BPO/KPO Functional AreaITES/BPO/Customer Service Required Education Graduation Employment TypeFull Time, Permanent Key Skills CAPACITY PLANNING FORECASTING RESOURCE PLANNING WORKFORCE MANAGEMENT Other Information Job CodeGO/JC/211/2025 Recruiter NameSubashini Show more Show less

Opening for Freshers in BPO Domain for Voice process Night shift. Good comm req Mumbai, Chennai, Bangalore, Hyderabad Freshers & experience with excellent communication skills US shift (6:30pm to 3:30am) Sat & Sun off Cab will be provided Work From Office AR caller / Customer / Technical Support (International Voice) Sal 18k To 30k net Pls call vishnupriya 9962064796 for more info Thanks vishnupriya 9962064796

BPO Hiring For International Cell Phone Chat Process 4.28 LPA Grad/UG with 1Year Exp. with International BpO B.E./B.TECH < 65% & 1 Year Exp With International BpO 24/7 5 Day Cabs Call Dipankar@ 9650094552 Email CV@ jobsatsmartsource@gmail.com

BPO Hiring For International Cell Phone Chat Process 4.28 LPA Grad/UG's with 1Year Exp. with International BpO B.E./B.TECH < 65% & 1 Year Exp With International BpO 24/7 5 Day Cabs Call Dipankar@9650094552 Email CV@jobsatsmartsource@gmail.com

BPO Hiring For International Cell Phone Voice Process 4.00 LPA - Gurugram Grad/UG with 1Year Exp. with BpO B.E./B.TECH <60% & 1 Year Exp With BpO 9AM-9PM Shift 5 Day Cabs Call Dipankar@ 9650094552 Email CV@ jobsatsmartsource@gmail.com

Job Description Job title: – Process Lead/ Assistant Manager- WFM Job Location: Pune Candidate must have 4 + years of experience as WFM Analyst Scheduling to business specific rules, preference based, multi week performance / rule based schedule bidding Workflow & Workload Optimization (Front Office Voice ACDs / Dialer Management & Back Office email / fax / chat / website ++) Monthly / Fortnightly / Weekly optimized every week for next week. Schedule management of Future Schedule Change & Historical Adherence Exception Management for accurate Analysis Monitoring shrinkage, schedule adherence, variance reports of daily traffic volumes, headcount analysis, real time performance Monitors call routing; reviews and provides recommendations for optimal intervals on all real-time non-phone activities (training, meetings, coaching, etc.) Data Extraction and update the daily RAP (Review Action Plan – governance and engagement tool with Operations) Pack (including commentary and recommendations) Service Delivery by Real time Adherence & Intervention / escalation Start with daily Review Action Plan (RAP) & Monitoring through day Prepare root cause analysis of SL performance, staffing and update reasons for aberrations for previous day Identifies course of action or makes recommendations relating to staffing deviations based on observations (Shift Extensions and Overtime offers, Schedule Adjustments, Skill changes). Chairing the daily RAP (Review Action Plan) calls with Operations and completing action items from the call Reviewing and Optimizing current day Schedules Analysing forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levels Identifies course of action and makes recommendations relating to staffing deviations Share trends & observations of issues impacting performance of the business Ensuring that optimum service level targets are achieved on a monthly, daily / intra-day basis in order to drive up service level consistency performance Sharing hourly, daily, weekly and monthly updates to stakeholders Variance reporting to enable management to make timely decisions about planned off line activities and outages Executes established Business Continuity procedures in times of unexpected outages and incident management events. (i.e. Unplanned System Outages, Fire, Power failures, etc.) Ad hoc tasks to support the business Flexible with shifts. Skills Required RoleProcess Lead/ Assistant Manager- WFM Analyst Industry TypeITES/BPO/KPO Functional Area Required Education B Com Employment TypeFull Time, Permanent Key Skills CAPACITY PLANNING SCHEDULING Other Information Job CodeGO/JC/344/2025 Recruiter NameSupraja Show more Show less