Manage end-to-end operations of international voice processes (inbound/outbound). Lead, motivate, and guide Team Leaders and agents to achieve performance targets including CSAT, FCR, AHT, and SLA adherence. Monitor KPIs and call center metrics regularly; initiate corrective actions where necessary. Ensure compliance with client requirements, industry standards, and internal policies. Coordinate with quality, training, workforce management, and other support teams to ensure operational alignment. Act as a point of contact for client communications and escalations; ensure timely resolution. Drive process improvements, automation, and operational efficiency initiatives. Handle manpower planning, shift scheduling, and resource optimization. Conduct regular performance reviews, feedback sessions, and employee engagement activities. Maintain high levels of team morale and discipline.

Key Responsibilities: Training Development & Delivery: Create and conduct training sessions for new hires and existing employees, focusing on process knowledge, soft skills, compliance, and product updates. Needs Analysis: Collaborate with Quality and Operations teams to identify training needs and process gaps, ensuring training programs align with organizational goals. Performance Monitoring: Evaluate trainees' understanding and readiness for live operations through assessments, providing feedback and coaching to enhance performance. Content Management: Maintain and update training materials to align with industry and process changes, ensuring relevance and effectiveness. Stakeholder Collaboration: Work closely with internal teams to design and execute action plans, contributing to process improvement initiatives. Compliance & Reporting: Ensure adherence to regulatory and compliance standards, maintaining records and generating reports to inform management decisions.

Job Summary: The Assistant Manager International Voice Process is responsible for managing a team of customer service representatives handling international voice-based support. The role involves overseeing daily operations, ensuring quality service delivery, achieving KPIs, and fostering team performance in a fast-paced, target-driven environment. Key Responsibilities: Supervise and lead a team of voice agents handling international calls (inbound/outbound). Monitor and improve team performance to meet or exceed SLAs and KPIs (AHT, CSAT, FCR, etc.). Ensure adherence to quality standards and compliance guidelines (e.g., data security, GDPR). Provide coaching, mentoring, and performance feedback to team members. Handle escalations, resolve customer issues effectively, and ensure a high level of customer satisfaction. Collaborate with Quality, Training, and Workforce Management teams to drive operational excellence. Analyze reports and data to identify trends, gaps, and areas for improvement. Assist in recruitment, onboarding, and training of new hires. Participate in client calls, reviews, and audits when required. Drive continuous process improvements and implement best practices. Qualifications: Graduate in any discipline. 35 years of experience in international voice process, with at least 1 year in a team lead or assistant manager role. Excellent verbal and written communication skills in English. Strong understanding of voice process KPIs and operational metrics. Experience with CRM tools, call center software, and reporting tools. Ability to work in night shifts and rotational shifts as per process requirements. Preferred Skills: Experience in a US/UK/Australian voice process. Strong interpersonal and leadership skills. Ability to manage pressure and meet tight deadlines.

Dear Professional Enrich & Enlight is an Executive Search Consulting co, specializing in Top Management positions for the selected client. We have been retained by ITES Company in Chennai , Currently we are looking for Admin Manager role for them. Please revert with your updated profile if you are interested for this position along with your CTC details Good Day!!! Thanks & Regards, Subashini.S Enrich N Enlight ENRICH & ENLIGHT Subashini@enejobs.com Position : Admin Manager Work Location : Hyderabad Experience : 10+ Years Notice Period : 0 to 30 days Job Summary We are seeking a highly skilled Admin Manager to oversee and manage facility operations, housekeeping, transportation, vendor coordination, and other administrative functions. The ideal candidate will ensure smooth workplace operations, compliance with policies, and effective stakeholder management. Key Responsibilities Supervise housekeeping services , ensuring cleanliness and hygiene standards across office premises. Manage transportation logistics , coordinating employee transport, fleet management, and scheduling. Oversee vendor management , including procurement, contract negotiations, service agreements, and performance evaluation. Ensure compliance with statutory regulations, workplace policies, and safety standards . Handle facility operations , including maintenance, security, pantry services, and overall office infrastructure management. Monitor budgeting, expense tracking, and cost optimization for administrative functions. Coordinate monthly and quarterly vendor meetings , preparing Minutes of Meetings (MOM) and tracking vendor performance. Address and resolve client escalations, complaints, and operational challenges in a timely manner. Conduct regular Health, Safety, and Environment (HSE) audits , ensuring workplace safety and compliance. Implement process improvements to enhance efficiency and employee experience. Qualifications & Skills Bachelors degree in Business Administration, Facility Management, or a related field. 10 years of experience in administration, facility management, and vendor coordination . Strong leadership and problem-solving skills with a focus on operational efficiency . Knowledge of statutory compliance, workplace safety, and facility maintenance . Proficiency in financial planning, budgeting, and expense tracking . Excellent communication and stakeholder management abilities. Ability to manage multiple tasks and operational challenges effectively.

Job description We have a vacancy with below details, Role : International blended Experience -1-8 Notice Period : Immediate to 60 days ( Currently serving) Work Mode :WFO Shift Timings: Rotational shifts (24*7) Role & responsibilities Formal Education & Certification - Graduate in any discipline - Basic computer knowledge required (MS- Office Applications) - Proven ability to adapt to new tools by applying logical approach - Work experience as per the job grade. - Typing speed of 30 wpm with 100% accuracy Knowledge & Experience - 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 Behavioral Attributes - Excellent written and verbal communication skills - Excellent probing, problem-solving and decision making skills. - Logical and efficient, with keen attention to detail. - Strong customer service orientation. - Effective Troubleshooting skills. - Learning agility Aptitude to venture in to unknown territories. - Good researching skills Core Role Responsibilities - Handle Tier HR helpdesk queries in line with the set procedures and knowledge base. Provide HR Helpdesk support to the Employees, Line Managers, Vendors and 3rd parties - Ensure call details are logged in the ticketing tool with proper notes - Ensure data privacy processes is followed with at most focus - Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures Work Conditions Ability to work 24*7 shift timings with rotational week offs Flexible working as per queue requirement for both Voice and Chats No remote working option

Job description Greetings to all, We are currently on the lookout for talents to join our HR Recruiting team. We are in search of passionate and driven individuals eager to forge a successful path in the recruitment sector Strong in Sourcing and Screening the profiles End to End Recruitment Follow-ups with offered candidates till on boarding Experienced in handling IT & Non-IT requirements Understands the talent market through pro-active research Any Graduation is fine. Good communication is required. Only Work from Office Working hours: 10AM - 7PM Female candidates with a break in career and looking for a fresh start can also apply. Interview Process: Direct walk-in Perks and benefits Lunch + Incentives Work Location: Enrich & Enlight, New no 193, Old, 28, Arcot Rd, Sankareswarar Nagar, Virugambakkam, Chennai, Tamil Nadu 600092 Landmark - Opposite to Nexa showroom Interested candidates are welcome to get in touch via mail: Email id: nancy@enejobs.com Contact No : 6382660701

• A bachelors degree in computer science, software engineering, or a related discipline. An advanced degree (e.g., MS) is preferred but not required. Experience is the most relevant factor. • 5-8 years of experience in performance engineering, performance automation, and scripting/coding to design and conduct the following tests: load, stress, scalability, endurance, spike, volume, capacity, and latency, including test data management. • Strong hands-on experience with LoadRunner and K6 is required. • Hands-on experience with Dynatrace, PerfMon, and Cloud Monitoring services is required. • Experience with cloud hyper-scalers like Azure, AWS, and GCP. • Good understanding of methodologies and tools such as XP, Lean, SAFe, DevSecOps, ADO, GitHub, SonarQube, etc. to deliver high quality products rapidly. • Excellent interpersonal and organizational skills, with the ability to handle diverse situations, complex projects, and changing priorities, behaving with passion, empathy, and care.

A bachelors degree in computer science, software engineering, or a related discipline. An advanced degree (e.g., MS) is preferred but not required. Experience between 8-10 yrs is required. Strong software engineering foundation with deep understanding of OOP/OOD, functional programming, data structures and algorithms, software design patterns, code instrumentations, etc. 5+ years proven experience with Python, Bash, PowerShell, JavaScript, C#, and Golang (preferred). 5+ years proven experience with CI/CD tools (Azure DevOps and GitHub Enterprise) and Git (version control, branching, merging, handling pull requests) to automate build, test, and deployment processes. 5+ years of hands-on experience in security tools automation SAST/DAST (SonarQube, Fortify, Mend), monitoring/logging (Prometheus, Grafana, Dynatrace), and other cloud-native tools on AWS, Azure, and GCP. 5+ years of hands-on experience in using Infrastructure as Code (IaC) technologies like Terraform, Puppet, Azure Resource Manager (ARM), AWS Cloud Formation, and Google Cloud Deployment Manager. 2+ years of hands-on experience with cloud native services like Data Lakes, CDN, API Gateways, Managed PaaS, Security, etc. on multiple cloud providers like AWS, Azure and GCP is preferred. Strong understanding of methodologies like, XP, Lean, SAFe to deliver high quality products rapidly. General understanding of cloud providers security practices, database technologies and maintenance (e.g. RDS, DynamoDB, Redshift, Aurora, Azure SQL, Google Cloud SQL) General knowledge of networking, firewalls, and load balancers. Strong preference will be given to candidates with AI/ML and GenAI. Excellent interpersonal and organizational skills, with the ability to handle diverse situations, complex projects, and changing priorities, behaving with passion, empathy, and care.

Responsibilities • Create architecture process documentation. • Lead architecture design reviews and implement best practices. • Review detailed systems design document and Design consistent, extensible, and integrated data access enterprise components across distinct data sources and platforms. • Experience with technical programming; capable of managing and overseeing design, programming, and implementing various technical solutions. • Supports creation of interface specifications and call flows for the various components in the design • Architect, design, implement world-class products and solutions. Develop functional architecture design and contribute to product vision. • Design long-term, reliable, and end-to-end technical architectures. Develop functional architecture design and contribute to product vision. • Provide technical support for analysis of business requirements and applicability to the current or planned Platform/Enabler/API Platform capabilities. • Serve as a technical liaison between the business, project team and developers/tester. • Support and coordinate the efforts of Subject Matter Experts, Development, Quality Assurance, Usability, Training, Transport Management, and other internal resources for the successful implementation of system enhancements and fixes. Required • Experience with Cloud Integration, API management, Webservices and any other integration tool. • Prior experience in leading architecture activities like designing, roadmap, & proof-of concepts. • Experience working with SAP, SuccessFactors, CI middleware or related products. • Understanding/experience with SSO (single sign-on) solutions • Working knowledge service-oriented architecture (SOA) • Working knowledge Enterprise application integration (EAI) • Integrating SAP HR and SuccessFactors with internal/external systems • Working Knowledge in Groovy, XSLT and Java Script. • having a working knowledge in cockpit, different pallet functions, standard and custom flows and admin-related tasks is crucial. • Should have knowledge to effectively manage and optimize connections between homogeneous and heterogeneous systems. Primary Technologies • Middleware (Cloud-Platform Integration and API Management) • SAP SuccessFactors EC • SAP R/3 and SAP S/4 platforms • Informatica Master Data Management (Master data, as well as Topic-based Pub/Sub models) • SQL Server • .NET Core/Framework • RESTful Services, Microservices • Azure, AWS, and Google Cloud Platforms • Preferred • Experience in managing integration platforms. • Experience working with SAFe, Scrum or Agile development processes. • Minimum of 2 Full Life-cycle implementations of SAP SuccessFactors, from planning to configuration through go-live • Certification in at least one SuccessFactors module or CPI • Excellent verbal and written communication skills. • Prior experience in any of the cloud services such as Azure, AWS, GCP, etc. Qualifications and Required Skills • A bachelors degree in computer science, or a related discipline. An advanced degree (e.g., MS) is preferred but not required. Experience is the most relevant factor. Experience • 6+ years Industry experience, in developing and architecture of software platforms, products.

Role & responsibilities Must have experince in Dotnet Fullstack Developer Preferred candidate profile Must have experience in Azure, Angular Salary Best in industries

WFM Analyst Back Office: Job Description Job Summary: The WFM Analyst is responsible for the tactical planning delivery, monitoring staffing levels at an intraday / day level, proactively providing consultative advice and recommendations to ensure optimal balance of available employees to meet the demands of the business and organizational objectives Key Responsibilities: 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 Analyzing 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 Synopsis General understanding of back office metrics Strong ability to multi-task and manage competing priorities AHT / UPT Analysis Strong analytical and problem solving skills Heightened attention to details to ensure accuracy in output Strong communication skills (verbal and written), to support confident and credible interactions with employees and leaders at multiple levels. Excellent with MS Excel, VBA, MS Access, Powerpoint, SQL, PowerBI, etc. Proactively identifies and initiates appropriate actions Work independently to handle Internal & Customer Requirements by providing timely and Required Reports with Trend Analysis Internal & external deadlines are to be met To ensure that appropriate quality standards are met. To ensure that MIS & Reports data is accurate and robust ensuring that reports are accessible to appropriate audience. Liaise with relevant external bodies as appropriate Position Qualifications: Minimum Qualifications: Requiring 3-4 years of strong performance and depth of relevant experience in Contact Centre environments Professional Skills: Proficiency in MS-Excel Basic Understanding of Back office dynamics Working knowledge of a WFM tool (Genesys, Nice WFM, Aspect eWfm, Verint i360, Teleopti, Avaya Aura, etc.) will be an additional advantage