949 Escalation Management Jobs - Page 29

Designation: Team Lead Location: Bangalore Shift: Night Shift (Work from Office) Note: Interested candidates can share their resume to hr.lateral@247.ai Must have: International Chat / voice process in past/current. Telecom process as a Team Lead / Associate Team Lead. Good understanding about Attrition and Shrinkage. Responsibilities Responsible for delivery of services for a span of 15 to 20 agents Performance monitoring, data analysis for service delivery Coach, train and provide feedback for effective performance management Upkeep MIS and reports as per the program requirement Motivate the staff to exceed customer expectations Maintain compliance to all regulatory requirements for the business Handle additional process responsibilities as and when delegated Computer literate and well versed with MS-Office tools Day to day decision making capability High Level Tasks: Maintain Customer Engagement through the life of the Customer Request from initiation through to closure Successfully identify the customers requirements; Interpret Customer Contracts to ensure services are billed correctly; Provision the appropriate orders through Client Business Network Provisioning or through other Carrier Provisioning systems (including Design and Commercial Preparation activities as required); Manage Client internal workgroups to deliver to customer or Client project schedules, involving multiple sites, services or a level of complexity requiring project-based coordination. Manage external Vendors to achieve completion within required timeframes; Handover to internal operational groups to ensure seamless Customer Support for New Customer or New LoB. provisioning of mobile voice services provisioning of mobile data services including: blackberry, mobile broadband, GPRS, Microsoft direct push and WIP VPN etc Provisioning and Updates of basic VAS products including: SMS, voicemail, MMS, caller ID, international roaming and surepage etc Email Products including email SMS, SMS broadcast, SMS Gateway etc Other products/services including: Bill on behalf, hardware ordering, OPOM to GSM transfers, porting and corporate employee plans etc Bulk provisioning of mobile products using TTWin/VB scripts Qualifications: Tertiary qualification and or previous international Service Desk experience will be required. However Client may review this inline with market trends. 3-5 years demonstrated experience working in a similar industry (i.e. telecommunications) competency Skills & Knowledge: Thorough understanding of Customer support & delivery principles for the telecom domain supported by experience within a Call Centre, Service Desk and Asset Management operations (or similar environment) Thorough understanding of Customer Request management and experience delivering within Customer Service Levels Thorough understanding of Client voice/data (telecom, networking and bandwidth) products, including business rules to provision. Thorough understanding of Services and Customer Premise Equipment delivered by Third Party Providers and how these integrate with Carriage Services Excellent written and verbal communication skills with experience applying these skills to engage professionally with the Customer, Vendors and internal Client workgroups. Understands the requirement to deliver to Customer within agreed timeframes (or Contract Service Levels) and has experience co-ordinating own workload in conjunction with work from other groups to achieve required outcomes Understands the benefits of working systematically to identify root causes, anticipate implications and resolve problems and has experience working in this environment Understands the importance of issue management and can demonstrate ability to escalate issues at the right time, along with initial assessments and suggested resolutions Proven ability to quickly absorb new information about telecommunications offerings and network/telecom provisioning processes and apply to on the job activities Proactive in the establishment of professional relationships at appropriate levels of the customer structure and within Client. Ability to recognise the Commercial impact of a situation and to consider both the Customer and Commercial requirements in decision making High level of spoken and written English Computer literate e.g. Outlook, Word, Excel, Internet Explorer Excellent telephone manner Strong comprehension skills strong time management, Customer Service, product awareness, problem solving and analysis, Attention to detail, Customer contract awareness, Excellent telephone manner, Technical Aptitude, Competencies: Customer Focus Communicating Clearly Professional Focus Embracing Change Listening and Questioning skills Teamwork Product knowledge Commitment to culture Concern for quality and standards Relationship building Ability to analyse and solve problems Effective understanding of technology Brand ambassador

Internal Firm Services Industry/Sector Management Level Specialist & Summary At PwC, our people in talent and development focus on finding, deploying, training and enabling talent through talent identification and enhancing employee skills and knowledge, fostering a culture of continuous learning and professional growth. These individuals collaborate with subject matter specialists and project teams to strategize effective ways to locate, assess, educate and train employees, in line with market developments and firm strategy. In recruitment and talent acquisition at PwC, you will focus on attracting and selecting top talent to join the organisation. You will play a crucial role in identifying and hiring individuals who align with PwCs values and contribute to its success. Why PWC & Summary We are seeking an experienced IT Recruiter to join our Talent Acquisition team. The ideal candidate will have a strong background in recruiting for IT roles and a deep understanding of the Technical ecosystem. This role will be responsible for sourcing, attracting, and hiring top IT talent to meet the growing demands of our business. Develop and execute effective recruitment strategies to attract highly qualified IT (SAP, Oracle etc.) professionals. Identify, source, and screen potential IT candidates through various channels, including job boards, social media, networking, and employee referrals. Conduct indepth interviews to assess candidates technical skills, experience, and cultural fit. Build and maintain a pipeline of qualified IT candidates for current and future openings. Collaborate with hiring managers to understand specific job requirements, team dynamics, and project needs. Manage the endtoend recruitment process, from candidate sourcing to offer negotiation and onboarding. Ensure a positive candidate experience throughout the recruitment process. Stay updated on industry trends, market conditions, and IT technologies to effectively identify and attract top talent. Maintain accurate and uptodate candidate information in the applicant tracking system (ATS). Mandatory skill sets Proven track record of successfully filling IT positions, including but not limited to SAP Functional Consultants, SAP Technical Consultants, SAP Project Managers, and SAP Analysts. Strong understanding of IT modules, technologies, and industry standards. Excellent communication and interpersonal skills Preferred skill sets IT Recruitment, IT hirings Years of experience required 4+ Years of experience in recruitment Education qualification Bachelors degree in Human Resources, Business Administration, or related field Education Degrees/Field of Study required Bachelor in Business Administration, Bachelor of Commerce, Master of Business Administration Degrees/Field of Study preferred Required Skills Talent Acquisition Accepting Feedback, Accepting Feedback, Active Listening, Applicant Tracking System, Behavioral Interviewing, Campus Placement, Candidate Management, Candidate Selection, Candidate Sourcing, Communication, Contract Negotiation, Direct Recruiting, Emotional Regulation, Empathy, Employee Referral Programs, EndtoEnd Recruitment, Escalation Management, Faculty Relations, Hiring Management, Hiring Manager Liaison, Inclusion, Intake Interviews, Intellectual Curiosity, Internet Recruiting, Interview Scheduling {+ 25 more} No

Key Responsibilities: Lead overall operations, ensuring achievement of KPIs, SLAs, and sales targets Manage and coach Operations Managers to drive performance and engagement Serve as the key point of contact for clientsunderstand requirements, propose solutions, and identify upsell opportunities Oversee talent development, succession planning, and team communication Conduct client reviews and manage day-to-day operational interactions Implement best practices, drive process improvement, and ensure business continuity Manage peak periods efficiently (especially retail seasons) Preferred candidate profile : Graduate in any discipline 5-7 years in an international BPO, including 3+ years in an Ops Manager role Experience managing telecom operations is a plus If interested in above role please share you CV to Kruthika.m@247.ai

We are hiring for customer care Associates || ctc upto 4.2lpa|| work from office||Hyderabad We're expanding our team and looking for Technical Support Executives for Voice and Non-Voice processes. Technical support----Fresher-----Non voice /voice Education qualification :-Graduation Package upto 2.6lpa Technical support----Experienced----- voice process Education qualification :-plus 2/Graduate Package upto 3.6lpa Hindi mandate looking for Immediate joiners Work from office Rotational Day Shift 5 days working 2 days weeks off Skills : Provide L1-level technical support for end users Troubleshoot issues related to LAN, WAN, desktop systems, and basic networking Handle customer queries via voice or chat/email support Offer product-specific support (especially HP products printers, laptops, desktops, etc.) Ensure first-time resolution with a customer-first attitude Requirements: Must be fluent in Hindi and English Strong knowledge of: LAN/WAN troubleshooting Desktop Support & L1 Technical Support HP Products Excellent problem-solving and communication skills Prior experience in a technical support role preferred International voice process package upto 4.2lpa looking for Immediate joiners Work from office fixed night shift 5 days working 2 days weeks off One way cab (upto 25km) Interested Candidates Can Reach Out To Below: Contact HR Gopa: WhatsApp: 9100970544 Email: gopahr.axis@gmail.com

About your new role - As a Customer Success Manager, you would be the single point of contact between the Key Clients and the internal teams. - Client Relationship Building - The Customer Success Manager would be responsible for building effective relationships with some of the key clients and maximizing revenue from the assigned existing accounts. - Scaling/Upselling Key Accounts - Identifying upselling opportunities across the key existing clients and expanding relationship with them by continuously proposing new solutions and ensuring that revenue enhancement is achieved in line with the company's objectives. - Collaborate with the Account Managers to discover opportunities of optimization, and drive campaign performance through implementation of best practices - Apart from building strong communication channels at all levels of the client's organization, the CSM would also be responsible for setting proper expectations and ensuring that performance is maintained - Conducting regular review meetings with the client to keep them apprised of the progress of their campaigns, gather feedback from them and facilitate troubleshooting wherever necessary, present future plan of action along with forecasts using key account metrics. - Escalation Management - Proactively support customers by effectively handling their escalations through understanding of the client's critical priorities, solving the complex blockers and ensuring delivery of the promised deliverables within the communicated time frame - Conduct diagnostics and identify gaps in the customer's setup and processes; evangelize and guide customers to implement improvements which could boost output What Makes You A Great Fit: - Strong negotiation skills, with the ability to follow-through on client contracts - Excellent verbal and written communication skills; must be a listener, a presenter, and a people-person - Result-oriented and self-motivated to quickly iterate to deliver desired outcomes - Experience in interacting with key client executive influencers, and building trusted relationships across the client organization - Hunter mentality that builds win win relationships

? ?Job Description ?Exp: 9 to 14 Years Job Location: Mumbai (Powai - Hiranandani) It is Work from Office role 5 Days working Job Role: Supporting smooth application operation and development of small enhancements for multiple applications Taking over the internal product responsibility for Business managed applications (BMA), IT products or product groups Planning, controlling and monitoring of external providers with regards to capacity, performance and result quality for applications or application groups in the area of responsibility Escalation management regarding tickets or general issues, set up alignment calls with customers Taking responsibility for or participating in the planning, managing and reporting of all global cost elements of the service budgets as well as verification of monthly invoicing Advising business departments or IT colleagues on service offerings Collaborating in transition projects and in the further development of the service in general Creating and maintaining procedures for existing processes and documentation around knowledge management, compliance regulations and vulnerability remediation Ensuring compliance based on internal and external regulations Required: University degree in IT or business information management or equivalent qualification Sound IT software development and cloud infrastructure experience as well as quality and result orientation Basic Experience in managing external service providers ideally in an offshore model Ability to think in a global meta-organizational as well as networked manner Talent in capture things quickly as well as structure and orchestrate topics Strong planning, coordination and organizational skills to ensure smooth AMS processes and as well to assist the Service Manager or the customer directly Flexibility and bringing a curious and creative mindset, open to new things and able to propose innovative ideas Confidence, assertiveness and strong commitment Fluent command of Business English Cultural awareness

Key Responsibility Areas (KRA): Email Oversight and Customer Handling: Monitor daily email activity and ensure timely responses. Handle walk-in customers with a focus on resolution and satisfaction. New Bookings and Documentation: Scrutinize new bookings and ensure proper welcome calls. Oversee the issuance of allotment letters, BBA registration, and tracking customer satisfaction to maintain high service quality standards. Payment and Registration Management: Ensure timely payments and BBA registration for all the assigned bookings (new and old) to ensure a seamless process. Customer Feedback and Monitor NPS : Work closely with the team to gather maximum feedback from walk-in customers and email closures. Monitor team performance and ensure efficient customer engagement. Payment Projections and Collections: Ensure monthly payment projections are met on time by following up with customers and bankers, especially in loan cases. MIS Reporting: Maintain MIS for collection data, payment drop reports, and daily/monthly projections. Loan Disbursement Follow-Ups: Coordinate with bankers, customers, and the finance team to expedite loan disbursement cases. Possession Coordination: Liaise with the site team to track possession timelines and project completion. Approvals and Escalations: Ensure all necessary management approvals are in place for concerned teams and individuals. Address and resolve escalations related to routine walk-ins by providing resolutions aligned with company policies. Project-Level Coordination: Collaborate with the Projects team for updates at the project and unit levels. Customer Satisfaction: Continuously track and enhance customer satisfaction by maintaining high service quality standards. Legal / Non-Legal Client Approvals: Prepare approval notes for legal & Non-Legal clients and ensure a structured follow-up process.

Walk-in Drive at DTDC Express Ltd looking to a few candidates for the Mumbai Goregaon Location. Interview Date: 06 - June - 2025 to 10 - June -2025 Interview Timing: 11:00AM - 4:00PM Interview Mode: Walk-in Qualification: Any Graduate Interview With: Saurav Patil Interview Venue Address: DTDC Express Ltd, Plot No. 14, Vijay Nagar, Nr. Virwani Industrial Estate On Western Express Highway, Goregaon (E) Mumbai 400063. Kindly carry a updated copy of your resume Job Description:Location: Mumbai (Goregaon) Working Days: Monday - Saturday Time: 9:30AM - 6:00PM Role: Executive / Sr.Executive CRM Overview: We are seeking an Sr.Executive/AM CRM to join our dynamic team in the logistics division of our ecommerce business. The ideal candidate will be responsible for managing and enhancing relationships with our customers, ensuring their satisfaction with our logistics services, and addressing any concerns or issues they may have. This role requires strong communication skills, attention to detail, and a customer-centric approach. Responsibilities: Revenue Growth Initiatives: Proactively engage with existing customers to promote additional services, upsell and cross-sell services to increase revenue per client. Customer Retention Strategies: Develop and implement strategies to increase client retention. Leverage customer feedback and insights to identify areas for improvement and tailor solutions to meet customer needs. Customer Communication: Serve as the primary point of contact for customers regarding logistics inquiries, concerns, and escalations. Communicate with customers via phone, email, and chat in a professional and timely manner. Relationship Management: Build and maintain strong, long-lasting relationships with customers by understanding their needs, preferences, and expectations. Proactively engage with customers to gather feedback, address concerns, and identify opportunities for improvement. Order Tracking and Management: Monitor the status of customer orders throughout the fulfillment and delivery process. Provide customers with timely updates on order status, shipment tracking information, and estimated delivery times. Issue Resolution: Respond to customer inquiries and complaints promptly and effectively. Investigate issues, identify root causes, and implement corrective actions to resolve customer concerns and ensure satisfaction. Cross-functional Collaboration: Collaborate with internal teams, including logistics operations, customer service, and sales, to coordinate customer requests, address issues, and optimize the overall customer experience. Performance Reporting: Track and report key performance metrics related to customer satisfaction, order fulfilment, and service quality. Analyse data to identify trends, patterns, and areas for improvement.

Pune - Walk In Full-time Company Description WNS Global Services Inc. (NYSEWNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the groups over 44,000+ Professionals serve across 60 delivery centers in 16 countries worldwide. Our mission as an organization is guided by our CIRCLE of ValuesClient First, Integrity, Respect, Collaboration, Learning, Excellence. About The Role Agents handle customer queries, providing solution to customers pertaining to flight, hotel, packages, insurance products and services, utilities bills across various industries like Travel, Insurance and Utilities. Qualifications Under Graduate / Graduate Cookies Settings

1. Technical Support: Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product . Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process 2. Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly. 3. Customer Communication: keep customer proactively informed , maintain a professional and courteous demeanor . 4. Product Knowledge: Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features. 5. Escalation Management: Escalate complex technical issues to the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily. 6. Feedback Collection: Gather feedback from customers regarding their experiences with the service provided. 7. Collaboration: Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call. 8. Should be able to check environmental parameters such as earthling for the proper functioning of product. . Qualifications Diploma/Degree Knowledge & Technical Skills knowledge of desktop operating systems like MS windows , product problem symptoms and associated root cause . Proficiency in hardware installation, troubleshooting, and maintenance. Familiarity with networking concepts, protocols, and troubleshooting. Experience with software installation, configuration, and support. Knowledge of antivirus software, firewalls, and security best practices. Experience ( Relevant ) 1-3 Yrs

Amazon Transportation Services (ATS) is seeking a highly skilled and a motivated team player to be part of the dynamic ROC team (Relay Operations Center) based in HYD which supports the NA and EU ATS. The ROC team addresses disruptions in the Middle Mile network, supporting drivers and carriers faced with unexpected events (poor weather, road closures, unexpected surges in volume, mechanical breakdowns, etc.) to allow them to deliver packages safely and on time. The team also supports various other business units such as Global Mile, Amazon Freight, TOM, Fleet etc. Key job responsibilies as a senior program manager will include - Define, scope and deliver complex, business critical programs end-to-end, drive and shape the overall program s strategy and roadmap. Secure resources and manage implementation. Clearly communicate goals, roles, responsibilities, and desired outcomes. Liaise with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables. Support partner teams to refine processes and increase efficiency in line with program objectives. Develop measures to define progress and ultimate success; establish ongoing reporting requirements and KPIs for program. Implement proposals to improve program services and efficiencies. Develop change processes associated with program rollout and ongoing support. Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations. Ensure transparency, alignment, and clear communication of improvements and their impacts across ROC stakeholders Create regular communication mechanisms on program progress and challenges, and lead prioritization discussions on required adjustments. Utilize strong written and oral communication skills to translate technical/data solutions into recommendations for business audiences. Anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, as well as balance business needs versus constraints. Participate in governance meetings and drive actions on the ground necessary to ensure alignment. Data Management and Data Analytics with hands-on experience on MS EXCEL, VBA, SQL and data visualization tools like Tableau, Quick Sight or Power BI. A day in the life Monitor the status of the programs supported, check for the head winds and the tail winds that can impact program delivery. Continuously seek opportunities to improve the PM practice in the organization. Govern and manage PM framework and continuously iterate it to make it better. Engage with key stakeholders to understand their needs and find innovative ways to meet their needs and increase the speed of trust. - 5+ years of program or project management experience - Experience using data and metrics to determine and drive improvements - Experience owning program strategy, end to end delivery, and communicating results to senior leadership - 2+ years of driving process improvements experience

Job Information Job Opening ID ZR_1820_JOB Date Opened 31/03/2023 Industry Technology Job Type Work Experience 0-2 years Job Title Customer Service Executive City Chennai Province Tamil Nadu Country India Postal Code 600004 Number of Positions 2 0-2 years experience in customer service Fluent English & Tamil communication skills. Willing to work from office. Have to resolve customer queries over calls and Emails Identify and assess customer's need to achieve satisfaction Keep records of customer interactions, process customer accounts and file documents Follow the communication procedures, guidelines and policies check(event) ; career-website-detail-template-2 => apply(record.id,meta)" mousedown="lyte-button => check(event)" final-style="background-color:#2B39C2;border-color:#2B39C2;color:white;" final-class="lyte-button lyteBackgroundColorBtn lyteSuccess" lyte-rendered=""> I'm interested

Job Information Job Opening ID ZR_1889_JOB Date Opened 29/04/2023 Industry Technology Job Type Work Experience 4-6 years Job Title CEM Role (Customer Experience Manager) City Bangalore Province Karnataka Country India Postal Code 560051 Number of Positions 2 Manage complete lifecycle ITIL frame work which includes Incident , Change, Patch and Problem management Responsible for planning, tracking milestones, activity schedules, issue resolution, resourcing, costs etc. Prepare, Execute & Track various plans Weekly and month report Coordinate with implementation team for timely completion of planned items Periodic Communication / Updates to Stakeholders Manage & Track Vendor Resource Deployment Escalation Management Coordinate with various teams & stakeholders and track delivery as per agreement Vendor Management for sourcing Resources, hardware, connectivity, OS and software licenses etc. Periodic Reporting Obtain customer feedback and make sure their issues, concerns are resolved. Obtain client sign off on meeting Objective and monthly reporting Flawless communication skills, both written and verbal. All kinds of customer interactions, transactions, and engagements - from end user to vendor team to customer support. Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints Liaise with internal teams Regular communication with internal and customer stakeholders. Collect, track, and analyze customer feedback and suggest improvements internally based on the insights gathered Work with the technology teams to ensure a seamless transaction. Ability to manage client expectations based on a true assessment of the situation and circumstances. Ability to drive different lines of possible resolution concurrently. A customer experience manager/specialist is responsible for keeping track of customer journeys, interacting with customers across channels and platforms, and coordinating with all internal stakeholders, to keep fine-tuning the customers experience. Vendor Management Good presentation skills Good analytical skills Good interpersonal skills Self-motivated Demonstrate Ownership Can Do attitude Domain Knowledge : Fair understanding on various IT Infrastructure like Desktops, Sever, LAN & WAN connectivity, Network Equipment etc. Fair understanding on Windows OS, DHCP, DNS, Ping, Tracert Active Directory etc. Ability to work on Microsoft Project, Microsoft Excel, Word and PowerPoint Qualifications : Graduate ITIL or similar training / certification would be added advantage check(event) ; career-website-detail-template-2 => apply(record.id,meta)" mousedown="lyte-button => check(event)" final-style="background-color:#2B39C2;border-color:#2B39C2;color:white;" final-class="lyte-button lyteBackgroundColorBtn lyteSuccess" lyte-rendered=""> I'm interested

The Assistant Manager, Tech Support is responsible for overseeing remote technical support, supporting global operations 24x7. This role focuses on incident management and resolution, stakeholder management, improving team efficiency, and driving process improvements through data-driven approaches and automation. Key Responsibilities: 1. Operational Leadership & Execution a. Oversee day-to-day operations to ensure smooth execution and optimized workflows. b. Manage resource allocation and capacity planning. c. Continuously monitor and improve SLA adherence by implementing best practices and proactive measures. d. Handle critical customer escalations and major incident responses. e. Mentor and guide the technical support team. 2. Incident Management & Resolution a. Take ownership of incident management and resolution processes. b. Analyze incident data and provide summaries for meetings. c. Quantify incidents for reporting and meetings. 3. Stakeholder & Customer Management a. Maintain strong relationships with stakeholders and customers. b. Align with stakeholders on expectations and deliverables. c. Communicate effectively with stakeholders and customers regarding incidents and resolutions. 4. Team Efficiency & Improvement a. Improve team efficiency and performance. b. Foster a culture of technical excellence and continuous improvement. c. Support knowledge-sharing initiatives for upskilling teams. 5. Process Optimization & Data-Driven Decision Making a. Drive process improvement initiatives by encouraging the team to adopt available tools and automation. b. Develop and implement reporting frameworks to track performance and product health. c. Use data-driven approaches to enhance decision-making and process improvements. 6. Cross-Functional Collaboration & Communication a. Coordinate with R&D on project reviews, providing necessary data and support. b. Facilitate cross-functional communications and escalations with R&D. c. Provide summaries of data for weekly/monthly meetings. 7. Project Management & Special Initiatives a. Drive key projects related to process improvement, tool implementation, and automation adoption. b. Contribute to strategic transformation initiatives to enhance customer experience. 8. Documentation & Reporting a. Create and maintain comprehensive documentation and reports. b. Visualize data and present it effectively to stakeholders. c. Provide clear and concise summaries of data for meetings. Skills & Qualifications: Strong understanding of incident management and project management. Excellent analytical and data skills. Strong problem-solving and people skills. Effective negotiation skills. Proficiency in documentation, data visualization, and presentation tools. Ability to adapt to and learn new technologies quickly. Strong leadership and team management skills. Excellent communication and interpersonal skills. Experience with automation tools and processes. Ability to work in a fast-paced, global environment. Strong organizational and multitasking abilities. Commitment to continuous improvement and technical excellence. Relevant experience.

Role- Operations Manager Experience:- Min 10 Years in International Voice Process (Customer Support) Min 3 Years as Operations Manager on Papers Any Graduate WFO UK Shift Notice-0-30 Days 5Days working / 2 Days rotational off Contact- 8107866214-Riya

About the role Are you passionate about creating exceptional customer experiences? Do you thrive on solving problems and guiding others? If so, we want you on our team! As a Customer Experience Executive, you'll be at the forefront of ensuring our customers enjoy a smooth and positive journey with our products and services. Your day-to-day will involve connecting with customers, resolving their queries, offering tailored solutions, and helping them unlock the full potential of our offerings. Needless to say, there's never a dull time at slice. Youll be promised all the perks of joining a fast-paced, hyper-growth startup that aims to disrupt the payments space. What You will do Deliver Top-Notch Support: Ensure every customer query is met with a quality response, following our SOPs to keep interactions smooth and efficient. Be a Customer Advocate: Tune in to what our customers really need and guide them through using specific features that make a difference. Dive into Problem-Solving: Love a challenge? Analyze and report product issues by exploring different scenarios or stepping into the customers shoes. Keep Our Knowledge Base Sharp: Regularly update our internal systems with insights from technical issues and valuable customer conversations. Collaborate and Innovate: Got a great idea from a customer? Share feature requests and clever workarounds with the team to keep our product evolving. Stay Ahead of the Curve: Excite our customers by informing them about the latest features and functionalities as soon as theyre available. Ensure Resolution: Don’t just solve problems—follow up with customers to make sure everything’s running smoothly on their end. Amplify the Customer Voice: Collect feedback directly from customers and share these insights with our Product, Sales, and Marketing teams to drive innovation and improvement What you will need Bring Your Experience: If you're a fresher with outstanding communication skills, we’d love to hear from you too. Versatile Support: Ready to tackle it all? You'll be handling calls, chats, and emails, so flexibility is key. Customer-Centric Approach: We’re all about our customers—you should be too. Communication Pro: Strong communication and problem-solving skills are a must. We need someone who’s fluent in both English and Hindi. Juggle Like a Pro: You’ll need to multitask in our fast-paced environment, adapting quickly to whatever comes your way.

Key Responsibilities : Operational Escalation Handling : Act as a point of contact for resolving operational escalations on B2B and marketplace platforms (Amazon, Flipkart, JioMart, etc.). Coordinate with internal and external teams to resolve issues in a timely manner. Advertisements Account Management : Manage and optimize ad campaigns across various e-commerce portals. Monitor ad performance, allocate budgets, and improve ROAS (Return on Ad Spend). Organic Listing Optimization : Ensure effective SEO for product listings to improve organic ranking and visibility. Regularly update product titles, descriptions, keywords, and images as per portal algorithms and trends. Business Support & Coordination : Assist the E-Commerce Manager in executing and monitoring day-to-day operations. Collaborate cross-functionally with sales, marketing, supply chain, and IT teams. Ad-Hoc Projects : Complete tasks assigned by the Manager including data analysis, competitor research, and reporting. Maintain trackers, dashboards, and SOPs for internal processes. New Business Tie-Ups & Growth : Identify and onboard new online marketplaces and B2B clients. Work on initiatives to increase product penetration and sales volumes through strategic partnerships. Key Requirements : Education : Graduate/Post-Graduate in Business, Marketing, or related fields Experience : 3- 5 years in E-Commerce operations, preferably in FMCG or Consumer Goods Skills : Strong knowledge of e-commerce platforms and portal dashboards Hands-on experience in ad campaign management and SEO Excellent communication and analytical skills Proficiency in MS Excel, Google Analytics, and other tools Ability to handle multitasking and meet tight deadlines Salary : As per industry standards Working Days : 6 Days a Week (saturday is a half day)

An Implementation Team Lead : Manages and supports a team of consultants or engineers in implementing products or solutions, ensuring successful projects and client satisfaction

We have a requirement on Office 365 with Sharepoint for one of our clients for contract to Hire role. job Details: skills Office 365 Sharepoint Location:PAN INDIA Job typeContract to Hire Pay roll companyIDESLABS Work ModelHybrid This is for O365 workplace services and sharepoint WPS. Generic JD applied O365 User Migration Sharepoint WPS Exchange L3/L4 Administration Office L3/L4 Administration Carry out improvement plans derived from problem management, Architect and vendor suggestions Proactive Problem Management Trend Analysis for Service Improvement Plans Execute the Change tasks for the Citrix configuration changes and upgrade configuration changes in multiple environment (Int, QA, DR and Production) Update incident and change ticket information in ServiceNow ticket management tool Coordinate with multiple teams for resolving incident and executing change tickets Suggest improvement in O365, Exchange & Azure from the known issues Must to Have Skills: Hands-on experience, managing below technologies:i. Windows Operating systemii. MS Exchangeiii. Office 365iv. ADv. Azure ADvi. Group Policy Managementvii. DNSviii. DHCPix. PKIx. PowerShell Scriptingxi. VMWare VM Management O365 L3/L4 Administration Windows Server 2012/2016 and Office 2013/2016/365/2019 Hands-on experience on Azure AD Hands-on experience in managing O365 User Migrations Good understanding of IT infrastructure concepts and components such as Servers, Network devices, App & Web Services Cloud components and associated interconnections Good to Have Skills: Very good verbal and written English communication and presentation skills Effective time management, team handling and organizational skills Client interaction and escalation management

Hiring: Team Lead – Customer Support Experience: 4+ years in International BPO (Chat & Voice) Must: On-paper Team Lead experience Location: Bangalore | WFO | Australian Shifts Education: Any Graduate CTC: Up to 9 LPA Contact - Radhika 8529474615

Skill required: Backoffice - Service Desk Non-Voice Support Designation: Utility Bill New Associate Qualifications: Any Graduation Years of Experience: 0 to 1 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Candidate who is good in email and chat process, who is good in typing is what is preferred hereThis role is aligned to our Service Desk Non-Voice Support team which is responsible for recording, diagnosing, troubleshooting, resolving, or assigning incidents and service requests based on a defined scope of support. The team manages unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web, and chat. What are we looking for? This role is aligned to our Service Desk Non-Voice Support team which is responsible for recording, diagnosing, troubleshooting, resolving, or assigning incidents and service requests based on a defined scope of support. The team manages unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web, and chat.This role is aligned to our Service Desk Non-Voice Support team which is responsible for recording, diagnosing, troubleshooting, resolving, or assigning incidents and service requests based on a defined scope of support. The team manages unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web, and chat. Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your primary interaction is within your own team and your direct supervisor In this role you will be given detailed instructions on all tasks The decisions that you make impact your own work and are closely supervised You will be an individual contributor as a part of a team with a predetermined, narrow scope of work Please note that this role may require you to work in rotational shifts Qualifications Any Graduation

Skill required: Retirement Solutions - Customer Service Designation: Customer Service Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years What would you do? Candidates who will hire for above role will be responsible for 100% transaction role with same day processing tat and ~20-30% NIGO calls with client Candidate should have been flexible for 100%-night shift start from 8.30 PM and RTO during the trainingRetirement solution is a comprehensive process to understand how much money you will need when you retire. Retirement solution also helps you identify the bestCustomer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships. What are we looking for? We are looking for candidate with experience in Life-Annuity Claims and Policy admin service's financial and non-fi transactions such as policy surrender, loan, withdrawal, and policy transfers Life , Annuity, Retirement Insurance ,claims experience and managed financial transactions Roles and Responsibilities: Candidates who will hire for above role will be responsible for 100% transaction role with same day processing tat and ~20-30% NIGO calls with client Candidate should have been flexible for 100%-night shift start from 8.30 PM and RTO during the training Qualifications Any Graduation

Skill required: Partner Onboarding & Enablement - Oral Communications Designation: Sales Operations Manager Qualifications: Any Graduation Years of Experience: 13 to 18 years What would you do? Transforming sales to become a future-ready and digital B2B revenue engine.The team helps assess, design, build and implement best practices on process, organization, and technology to create, execute, and run a collaborative sales and support roles.Ability to verbally engage in a concise manner with stakeholders to share opinions or information to convey meaning, construct shared understanding, or promote action. What are we looking for? - Exceptional leadership, team-building and motivational skills- Gained substantial experience in the technology (High Tech and Software) sector, driving initiatives that improved online presence and customer engagement on a global scale- Result oriented leader managing teams of 150+ HC working in remote and hybrid environment.- Deep expertise in managing sales operations back office processes with knowledge of operations processes, tools and technology.- Successfully navigated and collaborated across diverse cultural landscapes in Americas, Europe and AsiaPacific, enhancing cross-border teamwork and communication- Proven record in complex problem solving and executive escalation management- Strong analytical and logical skills to interpret metrics and drive actionable insights- Fostering the teams with the mindset of innovation, out of box approach and use of new age technologies- Proficiency in change management, negotiation, and influencing stakeholders- Exceptional verbal and written communication skills, with fluency in English - Project & Program Management- Six Sigma and/or delivery excellence industry practices or programs- Ability to establish strong client relationship- Ability to manage multiple stakeholders- Adaptable and flexible- Collaboration and interpersonal skills- Problem-solving skills- Commitment to quality- Negotiation skills- Process-orientation- Thought Leadership ERP Skills: Salesforce, SAP (S4 Hana)MandatoryPMPi certification or experienceOptionalCertified Black belt Six SigmaAdditional ERP skills (preferred)Incentive, Pricing, Order booking and fulfillment tools Roles and Responsibilities: Strategic Operations Leadership:Use forecasts and budget data to make informed decisions that drive success. Standardize business and people processes across sites for maximum efficiency and scalability. Design and implement operational strategies that optimize performance globally. Oversee infrastructure, facilities, and staffing to meet evolving business needs. Service Excellence & OptimizationMonitor operational metrics and analyze data to assess service quality and identify areas for improvement. Understand customer perspectives to enhance service delivery and ensure successful outcomes. Continuously enhance service procedures, policies, and standards to exceed customer expectations. Foster a culture of best-practice sharing within the Global Operations community. Understand customer perspectives to enhance service delivery and ensure successful outcomes. Workforce & Team ManagementBuild and lead a high-performing team of Operations and Site Managers. Assign responsibilities, provide mentorship, and encourage innovation for maximum impact. Oversee workforce management to meet SLAs, ensuring speed, quality, and efficiency targets are achieved. Champion HR best practices to create a positive, safe, and legally compliant work environment. Collaboration & InfluencePartner with Delivery Leadership, Department Heads and Country Leads to align strategies with company goals. Encourage cross-functional collaboration to identify and seize new revenue opportunities. Stay informed on industry trends to guide decision-making and keep operations future-ready. Qualification Any Graduation

Dear Aspirant, We are ReSource Pro Operational Solutions Private Limited, Bangalore About Us: ReSource Pro , ReSource Pro brings to the insurance industry tools, technology and strategic services that enable profitable growth through operations excellence.Headquartered in New York, ReSource Pros global service centers address client operational needs around the clock.Recognized as an industry thought leader and listed as one of Inc. 500/5000 Fastest Growing Private Companies annually since 2009. Over 11,000+ ReSource Pro employees provide dedicated support to more than 1200+ insurance organizations, consistently achieving a 96% client retention rate for over a decade. We help you execute your most complex business objectives with solutions designed to boost performance, productivity and profitability. ReSource Pro Global Achievements: ISG Provider Lens Insurance BPO Services and Platform Solutions 2020ReSource Pro is placed as High in Product Challenger.EVEREST PEAK Matrix P&C Insurance BPS Peak Matrix Assessment 2021ReSource Pro is identified as a strong Market Impact in the list of Major Contenders. Contact Scope DIRECT EMAIL - Prashanth_Honnachari@resourcepro.in Domain Looking for: US Insurance US Mortgage US Healthcare International Banking Operations/BFSI International BPO Non - Voice Process Responsibilities: Manage service delivery: SLA, capacity planning, escalations, client onboarding, process improvement & enhancement. Oversee people management: recruitment, training, performance evaluation. Responsibility Area (E.g. Budgeting & Planning, Team Management, etc.) Talent Inventory Client Services Business Growth Problem Solving Multiple Managing Projects Employee Engagement & Budgeting Auditing, Training, Quality check, SOP creation, Process Transition, Escalation management, Performance management, Attrition, Shrinkage and Capacity Planning Competencies and Behaviors. Manages for effective performance and develop staff Skills: Builds effective team relationships Communicates effectively Demonstrates functional excellence Customer centric Minimum Qualifications On Paper Experience is Mandatory for all the roles mentioned below, Experience for Operations Manager Minimum 13 years experience, 5-7 years people management experience. Experience for Sr. Operations Manager Minimum 15+ years experience, 7-10 years people management experience. Education Background Bachelor Degree (Major) Graduates Only. Licenses/Certificates N/A Employee Value Proposition: Join Work with the best in class profession and know what they do DIRECT EMAIL - Prashanth_Honnachari@resourcepro.in

Job description Job Summary/Objective : Oversee end-to-end cash management operations for ATMs, ensuring optimal cash availability, SLA compliance, and seamless coordination with vendors and customers. The role focuses on minimizing downtime and penalties through proactive monitoring, issue resolution, and data-driven planning while maintaining high service standards and operational efficiency. Responsibilities: • Respond promptly to customer and CRA (Cash Replenishment Agency) queries; remain available for operational exigencies. • Monitor customer-specific SLAs and ensure adherence to defined deliverables. • Analyse cash-out incidents and implement corrective measures to reduce recurrence and avoid penalties. • Lead root cause analysis (RCA) on cash-related issues and drive preventive action. • Coordinate with vendors and customers through scheduled reviews and alignment meetings. • Optimize ATM cash levels to minimize idle cash and maximize operational efficiency. • Review team performance regularly and provide necessary support for execution gaps. • Act as backup for cash forecasting, indenting, and cash allocation activities. • Prepare accurate reports and MIS related to cash replenishment, forecasting, penalties, and availability. Skills: Understanding of ATM Cash Management Operations Proficiency in Excel, MIS tools, and analytical reporting Operations Management Stakeholder and Vendor Coordination Analytical Thinking and RCA Decision-Making and Escalation Handling Team Supervision and Crisis Management Communication and Interpersonal Skills