949 Escalation Management Jobs - Page 16

Role Overview: We are looking for a seasoned Senior Manager Quality Engineering to lead our quality engineering function. The ideal candidate will bring deep expertise in quality engineering practices, strong leadership capabilities, and a demonstrated ability to manage large teams, resolve conflicts, and handle critical escalations with maturity and poise. Key Responsibilities: The ideal candidate should possess strong expertise in Escalation handling, Conflict Resolution and Governance. Should have strong client management skills. Lead and manage a large Quality Engineering team (35-50 members) Own and drive escalation management, ensuring timely resolution of critical issues and effective communication with stakeholders. Handle conflict management both within the team and with cross-functional teams to maintain a productive and collaborative working environment. Experience with test strategy, test planning, automation frameworks, and QA metrics. Solid understanding of Agile, DevOps, and modern SDLC methodologies. Hands on exp on QE Projects, someone who knows technology around QE/AWS/Engineering aspects Technical Skills Java: OOPS concepts, data structure, collections & worked with Java with design patterns Experience in Gradle, Junit, TestNG, Custom Java Annotations Experience with automation testing wrt UIs, black box testing, e2e testing, thick client-based application, Web service, APIs (HTTP client, Rest), Selenium Web driver Experience in backend process automation for CLI commands, e2e test automation Experience with Ansible/Terraform, Kubernetes cluster, Docker based test execution

Dear Candidate Greetings for the day We are urgently hiring for a leading MNC based out at Mumbai. Role & responsibilities Case Management and Service Assistance Handle customer inquiries, complaints, and feedback through various channels such as phone, email, and chat. Document all interactions with customers accurately and thoroughly in the CRM system. Investigate and resolve customer issues within a defined SLA, ensuring high levels of customer satisfaction. Escalate complex issues to the appropriate teams for further investigation and resolution. Proactively identify opportunities to improve the customer experience and suggest actionable solutions. Stay updated on product features, promotions, and company policies to provide accurate information to customers. Follow up with customers to ensure that their issues have been resolved to their satisfaction, followed by CSAT scoring Managing Incoming Lines: Answer incoming calls from customers promptly and professionally. Provide accurate information and assistance to customers regarding products, services, and policies. Prioritize and manage multiple incoming calls simultaneously to minimize wait times and maximize efficiency. Collaborate with team members to ensure seamless handoffs and continuity of customer support. Documentation and Reporting: Maintain detailed records of customer interactions, including issues raised, solutions provided, and follow-up actions taken on tracker and CRM Generate reports on key performance metrics such as response time, resolution time, and customer satisfaction scores. Analyse data to identify trends and patterns in customer inquiries and recommend improvements to processes and procedures. Preferred candidate profile Bachelor's degree in business or relevant work experience Proven experience in customer service or a related field [Minimum 4 years] Excellent verbal and written communication skills. Strong problem-solving abilities and attention to detail. Ability to remain calm and professional under pressure. Proficiency in using CRM software [preferably Salesforce] and other customer support tools. Strong articulation and conflict management skills Willingness to work rotating shifts and on a roster Proactive approach with a positive attitude and flexibility to embrace change Exercise good judgment and independent decision-making skills Knowledge of industry-specific regulations and compliance standards. Familiarity with telephone etiquette and call centre procedures. Ability to do stakeholder management and maintain good interpersonal relations with high on team spirit Ability to speak multiple languages is a plus.

Join us on our mission to revolutionize the way we support our customers as we reimagine how Digital, Device, and Alexa Support (D2AS) manages technical support tickets. Our approach to problems is entrepreneurial -you will be challenged to invent, create and solve challenging problems as well as wear many hats and collaborate in an environment that s more startup than big company. You will need a strong ability to troubleshoot and triage processes and partner with stakeholders to come up with simple solutions. Your primary goal will be to eliminate customer friction and help automate tools or create self-service options for customers to receive support with technical issues. Successful candidates will be strong leaders who can prioritize well, communicate clearly, and have a consistent track record of partnering with engineers and leading teams that deliver results. This role will partner with several internal Amazon teams to build out infrastructure, create new processes and metrics, and share best practices with similar teams across the company. Your team will monitor the health and maintenance of these programs and create positive friction to ensure these processes are adhered to as a global standard. You will drive the creation and execution of strategies across teams, change management processes that impact the larger organization, and implement strong project management methodologies and approach to executing these deliverables. Communication is especially important, as team members are expected to summarize complex issues and clearly describe action items and solutions to stakeholders and senior leaders. Lead a growing team dedicated to managing the end to end workflow of ticket management. Anticipate bottlenecks, provide escalation management, and ensure user privacy is not compromised. Design technical solutions which offer extensibility, scalability, and efficiency for a growing business. Earn trust of business partners by understanding business plans and constraints, anticipating safety and compliance challenges, and proactively communicating win-win solutions. Manage the investigation and resolution of escalations for the most difficult customer facing tickets. Develop and lead periodic business reviews by creating and monitoring business metrics to track process effectiveness. Define the escalations management vision and roadmap including KPIs, establish metrics and goals and deliver against program objectives. Maintain current technical knowledge to support rapidly changing technology; always be on the look out for new technologies and work with management and development team in bringing new technologies. Reduce ticket volume through creating self-service or automated solutions that eliminate the need for a ticket to be created. A day in the life As the Senior Manager for Ticketing Issue Management, you will work closely with senior leadership across the company to define and manage the customer journey for ticket management. This includes building and maintaining new processes, influencing partner teams on the best way to identify and detect issues, and identifying the best tools, systems, and controls to measure the health of the program. This role will advise senior leadership on emerging trends and partner with technology to create new mechanisms to protect customers and meet Amazon s high standards for customer satisfaction. About the team This team is part of the Customer Trust organization. Customer Trust is a collection of back-office teams that identify and resolve the most egregious customer issues. The team is a group of collaborative, supportive, and positive people who work with each other to push the boundaries of what we can do on behalf of our customers. We leave our egos at the door, positively challenge ideas in a healthy way, and focus on the best way to enhance the customer experience and support a happy and healthy environment for ourselves and our employees. 10+ years of program or project management experience 10+ years of team management experience Experience implementing repeatable processes and driving automation or standardization Experience defining program requirements and using data and metrics to determine improvements Experience owning program strategy and end to end delivery Experience working with, presenting to and influencing senior executives up to VP level

Req ID: 329965 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Field Tech Supervisor -Technical Support Team Lead to join our team in Chennai, Tamil N du (IN-TN), India (IN). Role Responsibilities Manage Technical Support Team- Lead a team of technical support specialists. They provide support, supervise staff, and provide direction and mentorship in tech support and service delivery. Implement Best Practices- Research and implement best practices in help desk and IT support. They also ensure policies and procedures are followed. Facilitate Meetings- By managing and facilitating meetings, Service delivery managers ensure that teams are improving performance, service, and product quality. They use information gathered at these meetings to target areas that need improvement. Review Contractual Metrices- To ensure that contractual metrices like SLs and KPIs are met, Service delivery managers review IT contractual service catalogs to ensure that services are delivered in line with contract. Ensure Teams Are Trained- Ensure that team members are familiar with IT service delivery processes and best practices. They offer training as necessary. Assists in escalation management of issues raised in the field. Monitors and controls team performance against service levels and KPIs. Requirements 5 7+ years of experience in IT Service delivery & people management. Building, managing, and motivating team. Ensuring contractual SLA adherence. Working closely with the client manager to decide the needs of the project and plan work. Coaching team members so that they can learn and improve. Skills & Other Requirements Good negotiation skills. Good verbal and written communication skills.

Interested candidates can apply on the below job link: https://kyndryl.wd5.myworkdayjobs.com/KyndrylProfessionalCareers/job/Bangalore-Karnataka-India/Service-Coordinator_R-31049-1 Can send in applications to apeksha.patil@kyndryl.com Service Coordinator Job Description Summary Coordinates, diagnoses and troubleshoots incoming employee calls to provide support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support. Job Description Join Kyndryl as a Service Coordinator and take charge of a dynamic role that puts you at the forefront of delivering exceptional IT services to our customers. As a Service Coordinator, you'll be responsible for ensuring timely and effective resolution of customer issues, coordinating and managing service requests, and maintaining constant communication with customers throughout the service process. Your Future at Kyndryl Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you wont find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here. At Kyndryl, you'll have the opportunity to work with other IT teams, end-users, and stakeholders across the organization to ensure that service delivery is aligned with the needs and expectations of the business. As a part of our team, you'll be instrumental in documenting and updating service management procedures and workflows, monitoring and reporting on service level agreements (SLAs), and ensuring that our ITSM systems are maintained and updated to support efficient and effective service delivery. The position is with the Infrastructure Services business of "Kyndryl". This business unit supports client IT Infrastructure (Servers, Networks, Info Sec, Service Management etc.) Responsibilities include Accountable for effective management of Service Support (Incident, Problem, Change Management) processes and compliance of the processes in BAU. Functional responsibility of the Service Support team. Accountability for audibility of the documented Incident, problem and change process. Deploying the documented process, including education of process users during deployment. Ensuring improvements to the process through required service improvements plans. Assisting in resolution of process exceptions that arise during normal day-to-day process activities as requested. Monitoring regular process measurements. Address and analyse negative trends that impact effectiveness or efficiency of the IPC processes. Ensuring appropriate issue records are opened to address negative trends that are associated with specific operational areas or functions. Ensuring ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution. Performing post-resolution incident reviews and evaluating the effectiveness of incident resolution. Orchestrate Incident Recovery by driving Incident Bridge. Consolidating an integrated resolution plan when multiple competencies/Business Units are engaged. Acting as coordinator for multiService Provider for Severity 1 Incidents/Major Incident Determining the impact and urgency of an incident and assigns priority. Creates a resolution plan outlining actions to resolve and recover incident. Responsibilities to Resolve, Recover and Close. Determines most appropriate approach to be used in resolving and recovering incident. Invokes Problem Management process where further investigation into root cause is required. Communicates status to client of High priority incident throughout the Incident Lifecyle, as per communication plan. You'll be responsible for managing Service Support processes , including Incident, Problem, and Change Management, and ensuring compliance with these processes. You'll also be responsible for driving process improvements through service improvement plans, monitoring regular process measurements, addressing negative trends that impact effectiveness or efficiency of the IPC processes, and ensuring that ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution. As a Service Coordinator at Kyndryl, you'll perform post-resolution incident reviews and evaluate the effectiveness of incident resolution. You'll also be the orchestrator for incident recovery by driving the incident bridge and consolidating an integrated resolution plan when multiple competencies or business units are engaged. With your expertise in IT services, you'll invoke problem management processes where further investigation into root cause is required and communicate the status of high-priority incidents to customers throughout the incident lifecycle, as per the communication plan. If you're a passionate problem-solver with a drive to deliver the best possible IT services, then this is the perfect opportunity for you. Come join us at Kyndryl and let's work together to create innovative and progressive technical solutions for our customers and our communities. Job Qualifications You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others. Required Technical and Professional Expertise At least 7-10 years of experience in Incident, Problem & Change Management. Experience in stakeholder management and vendor coordination is required. Graduate degree or equivalent qualification in Computer Science, Electronics & telecommunication. Proficient in using MS Office tools. ITIL v3/4 (Inter/Expert) . Good understanding of infrastructure technologies. Preferred Technical and Professional Experience ITIL certified Good understanding and hands-on on Service Management (Incident ,Problem and Change).

We are hiring for TOP MNC for Global Talent Acquisition (E2E Recruitment life cycle) Note- Must have experience in international support hiring Location - Mumbai Years of experience & Salary. 7 - 10 Years Sr Analyst (11LPA) Individual contributor with Global TA experience. 10- 12 Years Assistant Manager (50% IC role)- (15LPA -17LPA) Must have global TA exp with people management, client management, stake holder management, escalation mgmt . 12- 15 Years Associate Manager (23- 26LPA ) Must global TA exp with people management, client management, stake holder management, escalation mgmt . Salary- Max 27LPA Notice Period - Immediate - 45 Days max. Shift Timings Shift Window (12.30 PM TO 3 AM Any 9 hours of working) Fixed weekend off, Mon to Fri working) Work Mode- Work From office. Qualification- Graduate and postgraduate (Regular Based) Skills Required 7+ - 15 Years of experience in Global Talent Acquisitions. Must have strong exposure in Global TA with people management, client management, stake holder management, escalation Management. Excellent Communication Skills. Flexible to work in shifts and work from office. What are we looking for? Full - cycle recruiting Knowledge and close the position with a successful hire Candidate screening / resume screening Interviewing and Assessment Skills Negotiation and Offer Management Excellent communication skills both written and verbal Hiring Manager Management Candidate Management Knowledge of Recruitment Tools & Job boards Problem solving skills Time Management LinkedIn Recruiter Certification SAP SuccessFactors/Workday HCM / ADP HR certification Strong knowledge of social media recruitment e.g. LinkedIn, Twitter and Facebook Result Oriented Focus on details Data Analysis and Reporting Interested candidates please share resume on below details Share CV on: Amzad@inspirationmanpower.co.in Call to: Amzad Ali - 9900024952

Greetings from Novac ! Join one of India's Top 100 Best Companies to Work for, Novac Technology Solutions Private Limited. As a digital transformation and cloud solutions company with expertise in various industry segments, we innovate and create a niche for organizations in an ever-evolving landscape. Novac is currently hiring for Quality Manager - Email Helpdesk! Please read the eligibility criteria before applying: Role : Quality Manager (Email Helpdesk) Preferable Experience - 3+ years in Banking and NBFC industry Expectations : Quality Audit Experience and Analytical Skills Key Responsibilities: 1. Quality Assurance & Compliance Ensure all customer email responses adhere to company policies, regulatory guidelines, and quality standards. Monitor and audit email interactions regularly to identify gaps and areas for improvement. Implement and update quality assurance checklists and evaluation criteria aligned with company standards. 2. Team Performance Management Conduct regular training sessions to enhance communication skills, product knowledge, and compliance awareness. Provide coaching and feedback based on quality audit outcomes to improve individual and team performance. 3. Customer Satisfaction & Feedback Management Analyse customer feedback and complaint trends related to email communication. Drive initiatives for continuous improvement based on customer insights. 4. Process Improvement Identify inefficiencies and recommend enhancements in email handling processes. Introduce tools or best practices to improve quality monitoring and reporting. 5. Reporting & Documentation Prepare and present quality performance reports to Reporting manager / senior management regularly. Maintain documentation of quality standards, audit findings, and corrective actions. Ensure transparency and traceability of quality assurance activities. NOTE : CANDIDATES WHO APPLIED FOR LAST 6 MONTHS ARE NOT ELIGIBLE.

Opening for ABM OPS Location - (SURAT MAJURAGATE) Timing - 10 am to 7 pm 6 days working including Sat & Sun. Week off in between Mon to Fri Please share profile on abhishekmrinal@aesl.in / 7428046478 Essential Duties and Responsibilities: Responsible for ensuring customer satisfaction (students and parents) & retention Ensure proper communication & relationship with all the students and parents for entire course duration. Monitoring and ensure proper collection of revenue and reduce branch expenses. Ensure compliance with laws & regulations as applicable. Handling any kind of Parent enquiry & Student enquiry or complaints Should co-ordinate with all departments at branch/region/Corporate office. Ensures general cleanliness, appearance and safety of the office premises. Skill Requirements: Ability to supervise staff and manage branch operations. Strong ability to plan and manage multiple projects. Ability to effectively manage conflict and competing priorities. Ability to work independently; problem-solve, analyze issues and create action plans. Decision making skills. Strong computer proficiency, including competency with MS Office. Enthusiastic, proactive, flexible and constructive approach. Ability to work and engage at all levels within the organization.

Greetings From Prochant !!! Opening For Associate Director operations RCM Key Responsibilities and Duties: As a Manager you are responsible for several areas that are key to success for the Prochant, an outsourced billing service in the U.S. healthcare industry. In this role, you are accountable to Directors and ensure production and quality targets are met as per company requirement, you main responsibilities would include overseeing and optimizing the processes related to the organization's revenue generation. This involves managing the entire revenue cycle, from patient registration and billing to claims processing and collections. Required Skills: Should have minimum 18+ years of experience in RCM process Minimum 10 years in leadership experience Should have experience in End to end RCM process Flexible to work in night shift Overall responsibility for Monitoring all process ( cash, billing, transmission, correspondence, MIS, support, Medicare audit process, AR process, EV/ PA) Responsibilities Supervising RCM team: Leading and guiding a team of RCM specialists, ensuring they adhere to best practices and achieve performance targets. Revenue Optimization: Implementing strategies to improve the revenue cycle efficiency, minimize denials, and increase revenue collection. Data Analysis: Analyzing financial data and performance metrics to identify trends, bottlenecks, and areas for improvement. Process Improvement: Identifying opportunities to streamline revenue cycle processes, reduce costs, and enhance overall operational efficiency. Staff Training: Providing ongoing training and development for RCM staff to stay updated with industry changes and best practices. Reporting: Preparing regular reports on revenue cycle performance and presenting findings to higher management. Collaboration: Working closely with other departments like finance, billing, and clinical teams to ensure seamless coordination and communication. Compliance and Audit: Ensuring adherence to relevant laws, regulations, and internal policies during the revenue cycle process. Technology Integration: Implementing and leveraging RCM software and tools to optimize workflows and enhance revenue cycle performance. Benefits: Salary & Appraisal - Best in Industry Excellent learning platform with great opportunity to build career in Medical Billing Quarterly Rewards & Recognition Program Dinner for Night Shift Upfront Leave Credit Only 5 days working (Monday to Friday) No of openings : 1 Mode Of Interview : Zoom / Teams Contact Person : Abdul Wahab Interested candidates call / whats app to 8248165076 or share your updated CV to Abdulwahab@prochant.com

!Hiring for CMM level 5 organisation!!Ensure that specific and measurable targets are developed for all IT services. Monitor service performance against SLAs.Should be flexible to work in rotational shifts.People management includes roster management Required Candidate profile Location:Lower Parel Experience:4+ Years contact: Ankitapisal@peshr.com/9004076848 Should have good communication skill (Verbal & Written) ITIL Knowledge or Certification

About Retail Portfolio Management Group The RPMG department focuses on the lending business of the bank by offering various loan products like Home Loans, Car Loans, and Personal Loans among others. They also offer working capital loans and Business loans for Small Businesses and is also responsible for the receivables/collections business of the bank About the Role The Portfolio Manager handles multiple vendors which handle the Write off portfolio for respective products. The Portfolio manager ensures maximum recovery and manages the portfolio as per the existing process. The Portfolio Manager also ensures compliance with the audit procedures of the bank. Key Responsibilities Achieve the required recovery target as per the business requirement. Customer Escalation management and Response within TAT, Structured review mechanism / Allocation Strategies / SMS Allocation / Billing TAT / Settlement conversion & Waiver% Ensure maximum ROR across vintages. Legal Filling, Coverage & Execution. Manage outsourced staff /vendors and ensure achievement of the monthly resolution targets. Ensure adherence to the set process and audit requirements in place. Create a performance-oriented environment leading to high employee motivation and productivity. Ensure that all staff are adequately trained on the products of the bank, processes, and various policies of the bank Qualifications Graduation/ Post-Graduation from a recognized institute Min 5 years of relevant experience in NBFC/ Banking industry Role Proficiencies: Knowledge and understanding of collections and market dynamics. Excellent vendor management skills. Knowledge of regulatory guidelines and norms Good communication (both verbal and written) skill in both English and the local language. Ability to manage complex client situations. Ability to manage risk and uncertainty for self and team within a dynamic priority-setting environment. Ability to handle pressure and meet deadlines

RPMG: Regional Collections Manager About Retail Portfolio Management Group The Retail Lending department focuses on the lending business of the bank by offering various loan products like Home Loans, Car Loans, and Personal Loans among others. They also offer working capital loans and Business loans for Small Businesses and is also responsible for the Rural lending business of the bank About the Role The Regional Collections Manager handles multiple Collection Mangers and Vendors across region. The Regional Collections manager ensures maximum recovery and manages the portfolio as per the existing process. Liaise with product team to provide regular inputs and highlight risk. The Collections Manager also ensures compliance with the audit procedures of the bank. Key Responsibilities Tracking Recovery from the Write off Pool- product specific for respective Regions. Customer Escalation management and Response within TAT, Structured review mechanism / Allocation Strategies / SMS Allocation / Billing TAT / Settlement conversion & Waiver% Legal Filling, Coverage, Execution & Recovery across vintages. Manage collection managers and vendors to ensure achievement of the monthly resolution targets. Ensure adherence to the set process and audit requirements in place. Liaise with product team to provide regular field inputs, highlight risk, identify frauds etc. Create a performance-oriented environment leading to high employee motivation and productivity. Ensure that all staff are adequately trained on the products of the bank, processes and various policies of the bank Qualifications Graduation/ Post-Graduation from a recognized institute Min 5 years of relevant experience in NBFC/ Banking industry Good Experience of managing regional level portfolio Extensive geographical knowledge and market Role Proficiencies: Knowledge and understanding of Zonal level collections and market dynamics. Excellent vendor management skills. Knowledge of regulatory guidelines and norms Good communication (both verbal and written) skill in both English and the local language Ability to manage complex client situations. Ability to manage, motivate and inspire team. Ability to manage risk and uncertainty for self and team within a dynamic priority-setting environment Ability to handle pressure and meet deadlines

Responsibilities: * Manage customer escalations with expertise * Collaborate cross-functionally on product improvements * Lead customer support team, ensuring high satisfaction ratings Health insurance Provident fund

Responsibilities: * Manage customer escalations with expertise * Collaborate cross-functionally on product improvements * Lead customer support team, ensuring high satisfaction ratings Health insurance Provident fund

Hiring for fresher in International BPO in Gurgaon Excellent growth opportunity with good Internal Job Promotions Both side cabs International process Immediately joining No charges WhatsApp details on HR 88266 73317 Required Candidate profile Good interpersonal skills Perks and benefits Excellent growth opportunity with good job p

PFB the address: Key responsibilities: New and Existing Clients Visits/Onboarding Understanding of clients' processes, cut-offs, Potential (Overall/CWH SOW), SKU Type, Shipment Handlings analysis, Palletization etc (Complete FCX Report to all stakeholders Leadership of - Ops/Regulatory Compliance/Fire & Safety/NE for approval before starting pickups and their sign off to start the client). Focussed pickup monitoring for the first 15 days to provide a smooth client experience Customization in FM & sign off from internal & external stakeholders to drive through SOP. Visiting existing clients to review the FM performance, take overall service feedback or there are some operational challenges to execute the pickups. Pickup success rate% monitoring Ensuring daily Successful Pickup 95% Pickup review meetings with the internal ops team on the ops failure and seller failure cases. Proactive approach for executing Pickups on the same day, timely dispatches, slot adherence, Load confirmations, Escalations from Shipper/Ops and rescue Purr at risk. Reviewing previous day performance and sharing the gaps and inefficiencies with the operations team to take the appropriate actions, Additionally having meetings with internal stakeholders to review the trend and enhancement of FM client experience. Ensure the datasets are clean and authentic through regular data scrutiny(Capturing correct contact details and address, also cleaning junk PURs in the system). Process Optimization and Root Cause Analysis: Conduct root cause analysis of recurring issues and propose data-driven solutions to prevent future escalations. Continuously optimize pickup processes to improve efficiency and reduce coordination-related missed pickups. Flexibility in Deployment: Can be temporarily deployed to underrepresented locations during periods of high demand or operational need. Skill Sets: Good & effective communication skills along with proficiency in English/Hindi and regional language Strong problem-solving skills and analytical skills with proficiency in Data analysis (especially Excel) Ability to create, establish, and maintain strong business relationships with clients and internal stakeholders Tenacity to work in stressful & fast paced environment

Job Summary: We are seeking a dedicated and experienced Customer Service Team Leader to oversee our Complaints Department. The ideal candidate will lead a team of complaint handlers, ensuring that customer complaints are resolved promptly, fairly, and in line with regulatory and internal standards. You will play a key role in improving customer satisfaction and driving service excellence through effective coaching, process improvement, and stakeholder engagement. Key Responsibilities: Lead, coach, and develop a team of complaint handlers to deliver high-quality service and resolution. Monitor and manage daily team performance against KPIs, SLAs, and compliance requirements. Ensure all complaints are handled with empathy, professionalism, and within regulatory guidelines (e.g., FCA, FOS if in financial services). Act as an escalation point for complex or high-risk complaints. Conduct regular quality audits, providing feedback and implementing corrective actions. Support recruitment, onboarding, and training of new team members. Analyze complaint trends and root causes; recommend and implement service and process improvements. Prepare and deliver regular reports to senior management on performance metrics, trends, and team progress. Collaborate with other departments (e.g., Legal, Compliance, Product, Operations) to drive resolution and improvement. Ensure full and accurate records of all complaints and communications are maintained. Qualifications & Experience: Proven experience in a customer service or complaints handling role (57 years). Minimum 23 years experience in a leadership or supervisory capacity. Strong understanding of complaint handling best practices and relevant regulations. Experience using CRM systems and reporting tools. Excellent written and verbal communication skills. Ability to manage high-pressure situations with empathy and professionalism. Strong analytical, coaching, and problem-solving skills. Preferred Qualifications: Experience within a regulated industry (e.g. medical, financial services, utilities, telecoms). Knowledge of [industry-specific regulatory bodies, e.g., FCA, FOS]. Formal training or certification in complaints handling or customer service (e.g., NVQ, ILM, CMI). Key Competencies: Leadership and team management Customer focus and empathy Conflict resolution Decision making and accountability Time management Attention to detail Coaching and development Interested candidates can share their resume on rajkumari@antaraseniorcare.com

Job Description: We are looking for a highly motivated and customer-focused Customer Success Representative to join our team. The ideal candidate will be responsible for managing end-to-end project delivery, ensuring customer satisfaction, and driving smooth communication across internal teams. You will also play a critical role in resolving issues, controlling escalations, and handling payment-related queries. Key Responsibilities: Manage overall project timelines to ensure smooth and timely delivery. Act as the voice of the customer throughout their journey with the brand. Handle customer issues and escalations promptly, ensuring resolution within SLA timelines. Proactively reduce and control social media escalations. Facilitate clear and transparent communication between cross-functional teams. Follow up with customers for payment clarifications and ensure timely collections. Skills & Expertise Required: Collaboration: Work effectively with cross-functional teams to drive successful project outcomes. Ownership: Demonstrate a strong sense of accountability for customer satisfaction and project delivery. Problem-Solving: Proactively identify and resolve roadblocks impacting timelines or experience. Project Management: Ability to manage project plans, milestones, and execution effectively. Risk Management: Identify potential risks and escalate as needed to avoid delivery disruptions. Clear Communication: Strong verbal and written communication skills to liaise with customers and internal teams. Customer Attentiveness & Empathy: Ability to understand customer concerns and respond with empathy and care. Collections: Experience in handling customer payment follow-ups and ensuring timely payments.

NIIT is looking for Associate Technical Consultant- Technical support 5 days working from Office, Gurgaon Salary + Night shift allowances + Both side cab Cabs facility both side for hiring zone areas. Rotational Shift including night shift. 18 months of Surety Bond (For Stability). SAP knowledge will be preferred. Roles and Responsibilities Provide technical support to clients through phone, email, or chat. Troubleshoot and resolve technical issues related to software applications, hardware devices, and network connectivity. Maintain accurate records of customer interactions using CRM software. Meet performance targets for quality metrics such as first-call resolution rate, average handling time, and customer satisfaction. Desired Candidate Profile 3-6 years of experience in Technical BPO/Call Centre environment with a focus on international voice processes (blended). Bachelor's degree in Technical Specialization (BCA/B.Tech/B.E.). Strong communication skills with excellent verbal and written English proficiency. Ability to work rotational shifts including night shifts. Please share your cv at srishti.8.gupta@niitmts.com

When using GSK Data in Q&A mode, GiGi is intended to answer questions related to GSK. The question you entered seems too long for this purpose. If you want more freeform chatting capabilities, such as writing sample emails or summarizing text, then switch to Writing mode in GiGi chat. Skills Business Process Design, Design Thinking, Escalation Management, Information Technology (IT) Infrastructure, Information Technology Strategies, Infrastructure Services, Managed Service Providers, Service Delivery Management, Service Improvement, Solutions Development If you come across unsolicited email from email addresses not ending in gsk.com or job advertisements which state that you should contact an email address that does not end in gsk.com , you should disregard the same and inform us by emailing askus@gsk.com, so that we can confirm to you if the job is genuine.

Role: Social Media Specialist - Escalation Desk Location: Gurugram POC: Rohan Aggarwal (+91-8076997061/ rohan.aggarwal@spinny.com) About Spinny : About Spinny: Founded in 2015, Spinny is a used car retailing platform that aims to bring about transparency and convenience in the car buying and selling process in India. Spinny operates across the entire value chain of pre-owned cars, embedding superior technology and processes to deliver a premium experience to customers. As a testimony of Spinny's commitment to transparency and quality, every car on the Spinny platform comes with a 200-point inspection checklist, 5-day no questions asked money-back guarantee, and 1- year after- sales warranty. Spinny is backed by leading global venture firms - Tiger Global, ADQ, Avenir Growth, Accel Partners, and Elevation Capital, and is currently valued at ~ USD 1.8 Bn. Key Responsibilities include: Handle and track customer queries received via online ratings, customer reviews, Twitter, and other social platforms Act as a single point of contact for the customer and provide end-to-end resolution Handle complaints by identifying customers needs and provide appropriate solutions and alternatives within defined time frames Liaison with internal stakeholders to decide the best possible and fastest resolution to customer queries Good understanding of social media platforms. Requirements: Relevant experience in handling high priority escalations Graduate with a minimum 1 year of experience. Strong command over English (written and verbal) High empathy and strong customer orientation. Strong Communication skills to appropriately handle agitated customers Ability to switch between tasks and handle queries of multiple natures Good stakeholder management skills to navigate processes and ensure issue resolution in defined TATs Problem-solving skills

Test Manager (Offshore) - Detailed Job Description Position Overview The Test Delivery Manager is a critical offshore delivery leadershiprole responsible for managing end-to-end testing operations, coordinatingdistributed teams, and ensuring seamless delivery of quality software products.This role bridges the gap between onshore stakeholders and offshore testingteams while maintaining high standards of delivery excellence and clientsatisfaction. Key Responsibilities Team Management & Coordination Lead and manage offshore testing teams ranging from 10-50+ members across multiple projects and portfolios Establish team structures, roles, and responsibilities to optimize delivery efficiency Conduct regular team meetings, stand-ups, and retrospectives to ensure alignment and continuous improvement Manage team performance through goal setting, regular feedback, and performance reviews Foster a collaborative team culture that promotes knowledge sharing and professional development Handle team conflicts, escalations, and performance issues with appropriate resolution strategies Coordinate with HR for hiring, onboarding, and retention of testing professionals Implement cross-training programs to ensure team flexibility and knowledge distribution End-to-End Test Delivery Oversight Own complete accountability for testing deliverables across multiple concurrent projects Establish and maintain delivery timelines, milestones, and quality gates Coordinate testing activities across different phases including unit, integration, system, and acceptance testing Manage test environment provisioning, data setup, and infrastructure requirements Oversee defect lifecycle management from identification through resolution and closure Ensure proper handoffs between testing phases and coordinate with deployment teams Monitor and track testing progress against planned schedules and adjust resources as needed Implement risk mitigation strategies for delivery challenges and timeline pressures Close Coordination with Product Owners and Scrum Teams Participate actively in Agile ceremonies including sprint planning, daily standups, and retrospectives Collaborate with Product Owners to understand business requirements and acceptance criteria Work closely with Scrum Masters to ensure testing activities are properly integrated into sprint cycles Provide testing estimates and capacity planning input for sprint and release planning Ensure clear communication of testing dependencies and blockers to development teams Facilitate three-amigos sessions (BA, Developer, Tester) for requirement clarification Coordinate with multiple Scrum teams to manage cross-team dependencies and integration points Provide regular updates on testing progress and quality metrics to Product Owners Resource Planning & Allocation Develop comprehensive resource plans based on project requirements, timelines, and complexity Optimize resource utilization across multiple projects while maintaining quality standards Manage skill-based resource allocation to match team members with appropriate project requirements Plan for resource scaling up or down based on project phases and delivery timelines Coordinate with talent acquisition teams for additional resource requirements Manage resource conflicts and priorities across competing project demands Implement resource forecasting models to anticipate future capacity needs Create backup and contingency plans for critical resource dependencies Client Communication and Escalation Management Serve as primary point of contact for onshore clients and stakeholders for testing-related matters Conduct regular client calls, status meetings, and delivery reviews Prepare and present comprehensive testing reports, metrics, and dashboards to client stakeholders Manage client expectations regarding delivery timelines, quality standards, and resource constraints Handle escalations professionally and work collaboratively toward resolution Proactively communicate risks, issues, and mitigation strategies to prevent surprises Coordinate with account management and sales teams for contract-related discussions Ensure client satisfaction through consistent delivery excellence and transparent communication Quality Metrics & Reporting Define and implement comprehensive quality metrics framework aligned with client expectations Create automated dashboards and reporting systems for real-time visibility into testing progress Track key performance indicators including defect density, test coverage, execution progress, and team productivity Generate regular status reports for internal leadership and client stakeholders Conduct quality assessments and trend analysis to identify improvement opportunities Implement predictive analytics to forecast delivery risks and quality outcomes Establish benchmarking practices to compare performance against industry standards Create executive summary reports highlighting key achievements, challenges, and recommendations Continuous Improvement Lead kaizen initiatives and process improvement programs within the testing organization Implement best practices and lessons learned from previous projects and industry standards Coordinate with Center of Excellence teams to adopt new tools, techniques, and methodologies Facilitate retrospectives and post-project reviews to capture improvement opportunities Drive automation initiatives to improve efficiency and reduce manual testing efforts Establish knowledge management systems to capture and share best practices Mentor team members and create development pathways for career advancement Stay current with industry trends and emerging technologies in software testing Required Qualifications Technical Skills 10+ years of experience in software testing with at least 3 years in delivery management roles Strong understanding of Agile and DevOps methodologies Proficiency in test management tools (ALM, Jira, TestRail, etc.) Knowledge of automation frameworks and CI/CD integration Understanding of various testing types including functional, performance, security, and accessibility Experience with cloud platforms and modern application architectures Leadership & Management Proven track record of managing large offshore teams (15+ members) Strong leadership skills with ability to motivate and develop team members Excellent communication skills for client-facing interactions and team management Experience in resource planning, budgeting, and capacity management Conflict resolution and escalation management capabilities Cross-cultural communication skills for working with global teams Business Acumen Understanding of project economics, cost management, and profitability metrics Experience in client relationship management and stakeholder engagement Knowledge of contract management and SLA compliance Ability to translate business requirements into testing strategies Understanding of industry-specific compliance and regulatory requirements Preferred Qualifications Bachelors degree in Engineering, Computer Science, or related field Professional certifications such as PMP, Scrum Master, or ISTQB Experience with offshore delivery models and cultural awareness training Knowledge of multiple industry domains (BFSI, Healthcare, Retail, etc.) Experience with digital transformation and modernization projects About Trianz Trianz is a leading-edge technology platforms and services company that accelerates digital transformations in data & analytics, digital experiences, cloud infrastructure, and security. The companys IP Led Transformations vision, strategy, and business models are based on insights from a recent global study spanning 20+ industries and 5000+ companies worldwide. Trianz believes that companies around the world face three challenges in their digital transformation journeys - shrinking time to transform due to competition & AI, lack of digital-ready talent, and uncertain economic conditions. To help clients leapfrog over these challenges, Trianz has built IP and platforms that have transformed the adoption of the cloud, data, analytics & insights AI. Trianz platforms are changing the way companies approach various transformation disciplines: Concierto: A fully automated platform to Migrate, Manage, and Maximize the multi & hybrid cloud. A zero code and SaaS platform, Concierto allows teams to migrate to AWS, Azure, and GCP and manage them efficiently from a single pane of glass. Visit Learn more about Concierto Avrio Avrio is an enterprise AI-powered data platform that empowers companies to leverage their data and drive intelligent decision-making at scale.Avrio generates real-time analytics, insights, opportunities, risks, and recommendations from all your data through intuitive conversations. Avrio is purpose-built to accelerate digital transformation by streamlining complex processes, reducing costs, and speeding up delivery of insights. Pulse: Recognizing that workforces will be distributed, mobile, and fluid, Trianz has built a future of work digital workplace platform called Pulse. Visit Learn more about Pulse Equal Employment Opportunity Trianz is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veterans (except in those special circumstances permitted or mandated by law). Trianz Privacy Notice Trianz respects your privacy and wants to ensure we comply with the applicable Data Privacy Regulations as per local regulators laws. Please review our privacy policy at Learn more

Proven BPO team & process management Strong SLA, KPI & QA metrics knowledge Excellent leadership & communication Conflict resolution & improvement focus Proficient in BPO tools & CRM systems Interested candidates send resume: mohanrajk@desicrew.in Required Candidate profile Proven experience managing large BPO teams/processes. Strong knowledge of call center metrics, WFM, and QA. Excellent communication, leadership, conflict resolution.

Hi, Naukri.com is hiring for Customer Support for Noida location. As discussed, please find the mentioned JD for the said role. About Info Edge InfoEdges mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behaviour, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers. At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent. About BU: Naukri.com Naukri is Indias market leader in the recruitment business. It provides all the job seekers with advisory services and caters to their different needs and offer value-added features such as resume writing, highlighting and many more. With over 67 Million resumes searches daily, Naukri.com has 5 Million job listings, 59 Thousand+ unique clients and 4.9 Million recruiters connect with the job seekers via emails. Job Objective: The objective of this role is to resolve customer queries related to the business portal, its features and services. The role will also be responsible for creating a high trust value proposition and influence the clients to leverage the product in the best possible manner. Job Description: Interacting with corporate customers on calls / emails (handling already acquired corporate customers with post sales hand-holding and deliverables) Assisting recruiters and HR professionals in understanding the functionalities of Naukri portal and providing resolutions to their recruitment related queries Creating a high trust value proposition and making clients understand various service offerings and the functionalities of naukri.com website Solving queries related to optimum usage of opted services with quality inputs and providing resolution within the defined TAT Coordinating with other departments on a daily basis and following up with them diligently Working on different CRMs and reporting tools ensuring productivity and quality standards being met as expected Required Skills: Excellent verbal and written communication skills Ability to work independently and under pressure Comfortable with rotational shifts Perks: Day Shift 5 Days working

The Data Operations team is responsible for providing data quality assurance for multiple datasets including pricing, securities and reference data, benchmarks, portfolios and fund. KEY RESULT AREAS: -Complete specialist tasks including maintaining data in internal repository systems, dealing with data queries relating to life client and other stakeholders. -Perform monthly reporting for the biggest client involving Asset data and holdings in timely manner. -Data analysis and issue resolution for investment data related queries raised by Life client and internal & external stakeholders. -Ensuring that the data quality is in line with the organization’s data management governance process. The role sits in the Investment and Asset Data Support team, responsible for the stewardship and reporting of Asset data that resides in the Asset Data Store (ADS) and manage Data Quality exceptions in Data Management Platform (DMP) an ensuring the data is complete, consistent, fit for purpose and ready for consumption for all end users. -The daily review and validation of daily Security Master Reference data in internal DMP system and resolve exceptions in timely manner. -Resolution of exceptions to ensure data integrity. -Managing and monitoring controls to ensure data quality and consistency. -Resolving data issues highlighted as part of data validation process and manage escalations. ASSET DATA REPORTING: -Perform monthly, quarterly, semi-annual, and annual reporting for Major Life client on monthly basis in timely manner. -Sourcing and onboarding of new market data required for reporting. -Ensure data used for Reporting is clean, validated and fit for reporting. -Work closely with stakeholders on reporting issues and resolve in timely manner without impact to reporting timelines. -Publish PowerBI reports to various stakeholders with clean data for reporting consumption. -Engage with IT Support and Development teams on the issues encountered during reporting cycle and resolve in timely manner. ADDITIONAL RESPONSIBILITIES: -Continuous updates of standard operating procedures along with the new changes and projects -Identify and execute continuous process improvement and automation. -Support projects and ad-hoc queries -Singapore Public Holiday coverage may be required EXPERIENCE / QUALIFICATIONS -An excellent understanding of a wide range of tradable instruments -Strong analytical and communication skills -3-4 years strong data management experience in large banking institution especially financial services sector, preferably in Asset Management, including prior experience in doing asset data reporting for clients with Instrument Reference data and Positions. -Prior experience using investment platforms, like GoldenSource is desirable. -Knowledge of SQL, PowerBI, Python language skills is a plus. - Understanding of the data management governance frameworks -Working knowledge of data vendor systems such as Bloomberg, Reuters, S&P, etc. - Working knowledge of PowerBI and Power Automate -Excellent customer focus and high level of accuracy, and attention to detail -Demonstrated ability to work collaboratively as part of the small team. GENERAL CANDIDATE ATTRIBUTES -A deep understanding of asset management enterprise data, its associated processes, systems, controls and deliverables. -A strong ability to be hands on yet has a holistic strategic vision on data management. -A strong team player -A performance driven individual -Strong relationship management skills