949 Escalation Management Jobs - Page 33

Job Description: Manager, Service Delivery Manager, India Job Title - Manager, Service Delivery, India Report to - Director, Service Delivery, India Department Service Delivery Unit Location Bangalore, India Purpose of the Position: In this pivotal role, Critical leadership will be expected during this exciting and transformative time for the company - a unique opportunity for the right candidate. Leading the Service Delivery team, managing conflicts, and ensuring the teams processes and tasks are carried out efficiently. Honing and leading the improvement team for delivery infrastructure. Managing finances and budget. In this role, you will lead and manage the internal delivery teams to review incidents, problems, and any other operations issues impacting the client. Drive the teams to remediate problems and provide root cause analysis as needed. In this role, you will lead and supervise Service Delivery Supervisors and a number of client teams to establish and maintain a motivated and skilled service delivery workforce; oversee the daily operations to ensure client satisfaction, work quality and efficiency, current and future business needs are met; identify and lead the department, division or company level projects to realize corporate goals and strategies. Principal Responsibilities: Responsibilities: Responsibility Area (E.g. Budgeting & Planning, Team Management, etc.) Description (Do in order to/to ) Percentage of Time (%) 1) Talent Inventory Manage and coach direct reports to be effective in both client management and people management. Identify, develop and retain high-potential employees by providing effective leadership, coaching, training, and performance evaluation to team members and their supervisors. Establish Delivery Processes: A key part of the role of a service delivery manager is to establish and refine delivery processes. The goal of streamlining these processes is to ensure that each client gets the same great experience from the initial stage. 2) Client Services Oversee the daily operations of each client team to ensure client satisfaction; manage email, phone or, in-person interactions with clients to maintain and enhance client relationships; execute company-wide client-related programs to ensure consistent service delivery and brand promises; Oversee on-boarding of new clients. Supervise Staff: Oversee the teams in different stages of the delivery process, even though you may not be the direct line manager. Holds all the processes and employees within these teams accountable for carrying out the required tasks and providing great customer service. 3) Business Growth Proactively seeks opportunities to improve client experience and drive business growth. Support US-based business development functions effectively in acquiring new clients and developing existing clients. Ensure all department activities comply with information security policies. Manage Customer Expectations: This role involves assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times. You are required to evaluate a customers experience against a set of customer satisfaction goals and criteria. Conduct research, when the scores fall below the threshold. 4) Problem Solving Resolve high-impact client issues or new situations by analyzing root cause, identifying key steps to form a plan, pulling resources and acquiring support from different departments and functions, executing and making necessary changes, and communicating effectively. 5) Managing Projects Stay well informed of corporate goals and strategies; identify and lead the department, division, or company-level projects. Lead assigned cross-function or company-wide activities and projects. 6) Employee Engagement and Budget Manages staffing level and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction, and business development needs. Manages priorities and budgets to meet company, department, and team goals. The above responsibilities are not inclusive. Other responsibilities may be assigned to this job position depending on business needs. Contact Scope: Contact - HR Karthik | 9008042208 | Call & WhatsApp | Email - Karthik_Venkat@resourcepro.in Internal Contacts All HR & Corporate Services departments External Contacts Client contacts, all US departments Minimum Qualifications: ReSource Pro Operational Solutions Pvt Ltd. About Us: ReSource Pro brings to the insurance industry tools, technology, and strategic services that enable profitable growth through operations excellence. Education Background Major N/A Degree Bachelor Licenses/Certificates N/A Working Experience Minimum 15 years of experience, 7 years of management experience Competencies, Skills and Behaviors Manages effective performance and develops staff Build effective team relationships Communicates effectively Demonstrates functional excellence Customer-centric ReSource Pro Operational Solutions Pvt Ltd. About Us: 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 9,000+ ReSource Pro employees provide dedicated support to more than 1000+ insurance organizations , consistently achieving a 97% 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. Shift Timings: Regular Shift - 8:00 AM to 5:00 PM | 8:30 AM to 5:30 PM Real-Time Shift - 6:30 PM to 3:30 AM | 7:30 PM to 4:30 AM | 8:30 PM to 5:30 AM | 9:30 PM to 6:30 AM Location: 2nd, 3rd & 7th Floor, Hub 4, Karle Town Center (SEZ), Kempapura Main Road, Nagavara, Bengaluru - 560045, India Contact Scope: Contact - HR Karthik | 9008042208 | Call & WhatsApp | Email - Karthik_Venkat@resourcepro.in

This is for Gurgaon sector 18, general shift and alternative 6 days, no cab facility Job Description Service Desk(Assoc SME/Sr SME/SME) Bachelors degree/diplom or information technolog TDU DWP & Service Management Service Desk/Tech Support Education qualification P3A - 5 to 7 Years P3B - 7 to 9 years P3 C- 8-11 years Sub TDU Level Years of Experience Type of position Certification P3 Full Time/Contractor TDEDWPSVDP3A TDEDWPSVDP3C TDEDWPSVDP3B ITIL Preferred 6 Sigma ML Role code 1. Associate SME - Service Desk 2. Senior SME - Service Desk 3. SME - Service Desk ML Role Name Responsibilities 1. Manage the end to end Service desk management portfolios i.e. Service desks Management, Service desk owned Incidents lifecycle, share scheduled inputs to Problem & Knowledge management team. Ensure tickets closure within the agreed SLA. 2. Manage all SLAs and KPIs attached to enterprise global service desk and drive reviews with customers 3. Helping the team in technical issues by providing inputs and identify and handle all internal and external escalations on time. 4. Prepare timely reports for the client Timely acknowledgement, assignment & Queue management of tickets to team. 5. Create Incident analysis report along with various trend analysis & drill downs to identify opportunities for problem management, Prepare RCA's and KRAs as applicable, skill matrix for individuals and conduct appraisals. 6. Conduct team meetings, Sort any non-technical issues within the team, Roistering and ensure adequate leave planning. 7. Induction training for new hires, Participate in the hiring process, handling conflict situations to ensure smooth transaction across various technology/support teams Lead/motivate/Inspire and encourage teams to achieve higher goals. 8. Ensure knowledge base articles are available regularly, Host Service performance review calls, Ensure proper documentation of technical/process changes in present service desk architecture. 9. Co-ordinate & create RCA in pre-defined RCA template, Bridge calls - Drive service outage calls, if needed. 10. Monitor the team common mail boxes and respond to client e-mails, Own and conduct reviews as per the governance model of the program. 11. Tracks matrices related to performance of the service line and drives service improvement plans and programs to improve them. 12. Maintains technical knowledge by attending educational workshops, reviewing publications 13. D Published on: 24-11-2021 Internal & Confidential riving new initiatives in the program 14. Tracks matrices related to performance of the service line and drives service improvement plans and programs to improve them. 15. Prepare and conduct technical training programs 16. Assess training needs and certification requirements Technical Skills 1. Conduct root cause analysis for the escalations / tickets ITSCM 2. Should maintain all the individual stats and for the program 3. Should have very good operational and process knowledge 4. Should possess very good management skills 5. Should take up any additional initiates taken can be highlighted and will be an added advantage 6. Knowledge of modern training techniques and tools in technical subjects 7. Presentation Skills, Written Communication, Training Management, Technical Zeal, Self- Development, Technical Leadership, Presenting Technical Information, Self-Confidence, Microsoft Office Skills 8. Top-notch administrative, research, and troubleshooting skills 9. Outstanding analytical, planning, and assessment abilities 10. Ability to host training workshops 11. Knack for detecting and removing barriers to learning 12. Excellent organizational and time-management abilities Behavioral & Functional skills 1. Good verbal & written communication skills 2. Time management 3. Ability to collaborate and work in a team 4. ITIL and six sigma certified 5. Decision making 6. Problem solving 7. Planning, organizing & prioritizing 8. Active listening skills Published on: 24-11-2021 Internal & Confidential

Serve as the primary point of contact for Customers Executive Support Lead, providing prompt and courteous support for all workplace-related inquiries and issues. Act as a remote T2 support specialist, resolving technical issues and coordinating with respective resolving team point of contacts for topics such as network connectivity, software, and hardware. Collaborate with On-Site support teams to ensure seamless issue resolution and escalation management. Utilize exceptional problem-solving skills to troubleshoot and resolve complex technical issues, often with minimal information. Provide continuous proactive remediation to prevent issues from arising, ensuring a smooth and efficient work environment for our executives. Develop and maintain a deep understanding of Customers technology infrastructure and systems to provide effective support. Document and maintain accurate records of issues, resolutions, and knowledge base articles to improve future support. Identify and recommend opportunities for process improvements and implement changes as needed. - Grade Specific Remote Desktop Support Windows Administration End user management Experience in a technical support or concierge role, preferably in an executive support environment. Excellent communication, problem-solving, and interpersonal skills. Ability to work independently and as part of a team, with minimal supervision. Strong technical knowledge of workplace technologies, including Microsoft Office, Windows, and other productivity software. Experience with remote support tools and technologies. Ability to prioritize and manage multiple tasks and issues simultaneously, with a strong focus on customer satisfaction. Strong analytical and troubleshooting skills, with the ability to think critically and outside the box. Ability to maintain confidentiality and handle sensitive information with discretion. CompTIA+ Remote Desktop Technician or equivalent.

This is for 6 days working and shift timing is b/w 6.00AM to 12.00AM and no cab facility. Location: Gurgaon Sector 18 Job Description Field Services (Ass. SME/SME/Sr. SME) TDU DWP & Service Management Years of Experience P3A - 5 to 7 Years P3B - 7 to 9 years P3C - 9 to 10 years Sub TDU Field Services Education qualification Bachelors degree/diploma in computer science or information technology or equivalent. Level P3 Type of position Full Time/Contractor ML Role code 1. TDEDWPFISP3A 2. TDEDWPFISP3B 3. TDEDWPFISP3C Certification Microsoft Certified Professional (MCP), CompTIA A+ Certification, Microsoft Certified Solutions Expert (MCSE), Information Technology Infrastructure Library (ITIL) ML Role Name 1. Associate SME - Field Services 2. SME - Field Services 3. Senior SME - Field Services Responsibilities Field Services support Engineers primary responsibility is to provide support to an organizations IT systems to help them meet their business goals, this is done by ensuring that computers and services operate efficiently with high uptime. As a desktop engineer, you may need to repair and install client desktop computers and assist the end-user in securing their hardware. This role also involves hands & feet support for various IT support teams to perform activities related to periodic maintenance to handling individual systems hardware, software, and basic network queries To support daily technical support activities for computers & all other end point devices Update the support ticket with the progress To set up and test desktop computer peripherals To perform the system changes adhered to organizational policies Conduct remote desktop troubleshooting to end-users along with documentation ticket maintenance Maintain technical documentation in association with other functional departments Technical Skills Hardware and Basic Networking: Hardware Knowledge on multiple vendor end point products to troubleshoot & isolating hardware issues Ability to install drivers and configure Ability to provide physical support for mounting of DC HW, basic connectivity establishment Ability to Install remote tools like Putty to establish connectivity between two devices Ability to replace allowed HW components (such as HDD, memory) Ability to work with various assessment tools to identify the different hardware models available Ability to test the compatibility of Image with the various hardware models available, where needed Windows Operating System: Support desktop technology and desktop applications in Windows environments, including remote access tools Maintain Windows Desktop, VDI, laptop and thin client builds & deploy images on multiple desktops independently Install, configure, and manage end point/test servers; help troubleshoot basic server issues on escalated client issues Working knowledge on AD Users & Group administration, FSMO Roles, Site and Subnets Technical understanding of FRS Configuration / Troubleshooting Global Catalog Server, AD Group Policy Technical understanding of AD tools and resource kit tools, Software, service pack installation Install, configure, and manage multiple Client OS; Help troubleshoot client OS issues; Knowledge on various OS servicing tools like DISM, Sysprep etc. Ability to generalize and globalize the Image OS to standardize the Image being rolled out using SOP, ability to install and configure client applications independently Exchange and Mobility Clients: Knowledge of exchange server, software, service pack installation, troubleshoot various server related issues, troubleshoot non-delivery reports (NDRs), tracking emails. Knowledge of mobility server/device Ability to configure multiple mailboxes Ability configures rules and calendars, configure extended calendars Ability to customize (such as signature, meeting) Printer management: Ability to troubleshoot and manage service calls for printers & copiers locally and remotely Backup and Recovery: Technical understanding of native backup management tools & different types of backup Ability to fix independently at client end or in collaboration with application owners Ability to understand and work with the various tools that perform Data Backup and restore Ability to work with and troubleshoot multiple types of Data backup tools\Methods Audio, Video support: Understand the functionality of Audio, Video & conference devices Ability to carry out SOP based troubleshooting (such as functionality of client software & services) Ability to work with supplier / OEM in fixing / upgrade if any End Point Security: Exposure to native and 3rd party antivirus management tools along with understanding of Virus definitions/signature update, etc. Basic Knowledge of data encryption, AV, DLP, desktop firewall, VPN, AD policies Ability to provide hands and feet support during application server troubleshooting (such as check Synchronization issues on server). Ability to Install Configure AV as per SOP Ability to test and troubleshoot issues related to including AV, SCCM client etc. in the image. Ability to understand the working and configuration of DLP, various VPN solutions Ability to carry out basic administrative tasks (such as DB cleanup, Create policies) Ability to provide support for client end related issues. Vendor co-ordination: Work closely with Vendor management team to keep track of all open IT vendor and OEM related issues, co-ordinate & work with vendors and OEM point of contacts on repair and maintenance of IT equipment Asset management: Maintain accurate asset management records & work closely with asset management team Incident management: Knowledge on incident management process & end to end co-ordination with incident management team for any end point related incidents Work closely with incident management team to define best practices to timely detect incidents & report for reduced downtime Patch management: Knowledge on desktop patching process & the tools used for patching Work closely with patch management team to test the patches before rollouts to avoid any service disruptions Work closely with patch management team to define best practices to avoid end point patch failures & increase patching efficiency Unique Skills: MAC Support: Able to differentiate between various MAC OS versions Able to identify hardware issues & run hardware diagnoses MAC OS Build experience - online and ISO image MAC OS administration (add to domain, file sharing, folder sharing, network share, printer config and etc) User administration (local user creation, password reset and etc) Knowledge on JAMF (software distribution, patch distribution & etc) Installation & troubleshooting of application/software (Microsoft, Security app) Knowledge on file vault (hardware encryption) Basic Linux knowledge is an added advantage VIP Support: 1. Primary point of contact for VIP and their technical needs. 2. Create VIP support strategy 3. Provide event support, setup AV and live stream equipment 4. Maintain key infrastructure and create infrastructure support strategy 5. Escalation point for tier 1 & 2 IT support specialist to provide top-notch support for our local offices as well as our world-wide remote office workers 6. Performing advance level troubleshooting tasks and operating system support on Microsoft Windows OS, Mac OS X, mobile devices and network services Behavioral and Management skills Good verbal & written communication skills Analytics skills to analyze ticket information and data trends to help increase the computer systems performance and efficiency To think out of box for new ways to increase performance, functionality to existing computer systems Ability to collaborate and work in a team, Delegation and managing conflicts Planning, organizing & prioritizing skills Decision making and Problem Solving Planning, organizing & prioritizing Project Operations Management skills Stakeholders Management Timely updating, escalation and coordination with customer leadership team Active listening skills, Time Management Organized and creative: Must be able to respond to tight timelines and can problem-solve with creative solutions that enhance the employee experience Analytical and strategic: Need to be able to use data to generate insights and reports that translate into strategic initiatives to improve processes Excellent Communication Skills: You will be working very hands-on with a variety of teams and departments, must have great interpersonal skills, verbal and written that are effective in a team environment Team management skills: You will be working with large number of resources deployed at various locations & client sites, this role requires strong team management skills to manage such large team of field Services . Published on: 12-1-2022 Internal & Confidential 1

Responsibilities As our Business Operations Associate, you will directly help the business grow by providing useful business reports, automating tasks, managing supply chains & supporting daily operations. Create useful business reports and analyze data to help make business decisions. Handle non-medical staff queries and support requests to make operations smooth. Identify and create automations for daily business tasks to improve efficiency. Manage and improve supply chains like lab & medicine vendors for Clinikk Health Hubs. Desired profile of the candidate Good at analyzing data and creating clear reports. Comfortable with technology, automation tools, databases, and analytics software. Business-minded and able to find ways to improve operations. Good leadership skills and proactive attitude to complete tasks. Independent and able to quickly learn new things in a fast-paced environment. *Desired work experience 2- 3 years in Operations( Co Ordination, Logistics handling, escalations etc) and Data

Introduction In this role, youll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology. In this role, youll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology. Your role and responsibilities SAP Testing professional complete testing Own the SAP Testing Practice for Application Management Services with Profit and Loss responsibility. Experience in establishing SAP testing practice, Robotic Process Automation Digital Technology Transformation, Profit and Loss, and Key Account Management Service Delivery Management and Contract Management Partner Management Required education Bachelors Degree Preferred education Masters Degree Required technical and professional expertise Minimum 3-5 years of experience in IT Industry Experience working directly with Customers in various test lifecycle processes - Test Planning, Test Strategy, Test Execution Agile Scrum and Project Coordination Experience Status Management Project and Portfolio level Issue and Escalation Management Preferred technical and professional experience Design the Automation framework for all SAP applications Ambitious individual who can work under their own direction towards agreed targets/goals. Ability to manage change and be open to it good time management and an ability to work under stress

International Customer Support Voice Minimum 1 Year in International BPO Graduate (Mandatory) CTC: Up to 4.5 LPA Fixed + Allowances + Incentives Loc: Bangalore (Electronic City) Immediate Joiners Only 24/7 Rotational (US Shifts) Both Way Cab

eClerx is looking to hire an experienced professional with 4-9 years of experience. As part of the Voice process team, your role will specifically focus on troubleshooting related processes. The ideal candidate will serve customers by planning and implementing strategies and operations; improving systems and processes; managing the team. Customer Operations Associate Process Manager Responsibilities Prepares performance reports by collecting, analysing, and summarizing data and trends Ensure Critical Performance Metrics are met consistently Lead client/vendor reviews/calibrations Revert to client/vendor queries on routine issues Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely Manage multiple teams Perform audits and quality checks on Team Leads & Floor Supports Provide feedback to the Team Leads & Floor Supports periodically on their performance Ensure cross skilling and periodic process re-verification to ensure resource pool Perform Training Need Identification for teams Perform Bottom Quartile Management Ensure directives from senior leadership are percolated and acted upon Hold periodic meetings, discuss task delegation and review issues Conduct team huddles and meetings to discuss operational updates Build team spirit through group sessions, activities, and projects Focus on retention of staff through career mapping & guiding team members Advocate and follow organizational policies and procedures Adhere to the information security requirements Ensure all client deliverables met within timelines Ensure productivity/quality enhancement and process meet all metrics Remediation of any major incident Manage client MBR/QBR deck, client calls and reviews Minimum Qualifications Overall experience of 4+ years and should be a graduate or post graduate in any specialisation Preferred Qualifications - Graduation in Computer Science, Computer Applications or related subjects Shift Timings Flexible 24x7 ,rotational shift ,rotational week off Contact-Rupali Devlekar E-rupali.devlekar.C@eclerx.com M-7678009271 eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the worlds leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of Indias leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand. eClerx Customer Operations specializes in providing operational expertise and process excellence throughout the customer journey. We create solutions and services, utilizing a blend of technology and domain knowledge that support our clients evolving needs. Our suite of offerings enhances the customer experience by providing digital care support, quality monitoring & insights, advanced analytics, automation, superior technical operations support, and consulting services. We assist companies in developing, implementing, and operating multichannel customer interaction capabilities – transforming everyday touchpoints into a superior customer experience. eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.

Job Title: Ford Pro / Integrated Services Technical Lead, FPI/C Products Responsibilities: Orchestrate, leverage and sustainably maintain the Quality workstream for all Commercial Fleet and Cloud Based Connected activities. Lead skilled resources with unique/different technical background spanning from Onboard/Offboard technical knowledge and skillset to evaluate and establish Fleet focused Quality KPIs. Help influence new requirements to better serve the needs of the customer. Develop Key OKRs and Objectives for team success. Drive the Customer-Centric mindset with a flawless feature operation with appropriate prioritization and provide prompt customer assistance, aligned with key Stakeholders. Provide technical assessment on Customer impacts of newly developed Fleet features backed by solid and reliable data. Own the escalation process that addresses product, data quality, hardware, and software issues requiring coordination of support activity across multiple teams. For escalated concerns, ensure next steps / actions taken are communicated with the team(s) working to resolve an issue and the customer facing business group adhering to the business SLAs. Act as an early-Quality liaison with Advanced/Strategy/Feature and Product teams to avoid late Quality fixes in the field. Lead any Quality forecast analysis on Fleet feature deployments. Leverage Connected Vehicle backend data for cascading leading indicators and troubleshooting issues in the field prior to customer complaints. Establish End-Customer feedback mechanisms and KPIs on all responsible features. Ability to concisely communicate within different levels of the Organization, including non-tech-savvy leaders. Innovative and able to find win-win solutions in the face of conflicting needs. Ability to influence product design through lessons learnt from quality feedback channels. Data driven, but also needs the ability to drive to conclusions with imperfect/incomplete data. Follow the 5D/8D Process, with main focuses on ICA/PCA/PRA. Think outside the box for customer resolution (Work with array of teams to find different solutions for hardware problems to help mitigate customer impact). Strong communication and presentation skills. Qualifications/Requirements: EE / CS / Bachelor of Science / MBA degree 5+ years of experience delivering products or managing quality in a technical function 2+ years of experience on Vehicle Connectivity and Vehicle launches. 2+ years of experience driving quality concerns is desired. Proven experience working with both Large/Small Fleet Related metrics and external partners. Proven analytical abilities and advanced understanding of business functions, workflows, and processes. High emotional intelligence in both professional and social settings with ability to establish and maintain influential relationships across the organization and with customers. Practical experience generating process documentation and reporting. Ability to respond and prioritize several demands from different teams and point of view Ability to drive Quality/Performance attitude into different levels inside the Company Flexible work shift (between 8AM and 8PM) Open to accommodate potential weekend work shift Our preferred qualifications: Knowledge in Six-Sigma and/or Quality/Reliability tools - DoE, Taguchi Methods, FMA Solid understanding of vehicle electrical architectures and components 2+ years of experience delivering products or managing quality in a technical function. 2+ years of experience on Vehicle Connectivity and Vehicle launches. Experience with Salesforce, SharePoint, MS Forms and other industry CRM and tools

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 ( Rotational off)

The role of a POBP (Idividual Contributor role) is important to business success. People are our most important asset and youll be the one to ensure we have a happy and productive workplace where everyone works to realize our established mission and objectives. Promoting corporate values and shaping a positive culture is a vital aspect of this role Your responsibilities: Develop and implement HR strategies and initiatives aligned with the overall business strategy Bridge management and employee relations by addressing demands, grievances or other issues Manage the recruitment and selection process Prepares employees for assignments by establishing and conducting orientation and training programs. Support current and future business needs through the development, engagement, motivation and preservation of human capital Develop and monitor overall HR strategies, systems, tactics and procedures across the organization Nurture a positive working environment Oversee and manage a performance appraisal system that drives high performance Maintain pay plan and benefits program Assess training needs to apply and monitor training programs Report to management and provide decision support through HR metrics Ensure legal compliance throughout human resource management Maintains historical human resource records by designing a filing and retrieval system; keeping past and current records. Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies. Skill sets/Experience we require: Proven working experience as HR Business Partner People oriented and results driven Demonstrable experience with human resources metrics Knowledge of HR systems and databases Ability to architect strategy along with leadership skills Excellent active listening, negotiation and presentation skills Competence to build and effectively manage interpersonal relationships at all levels of the company In-depth knowledge of labor law and HR best practices Pedigree: Bachelor’s degree or equivalent certifications in Human Resources or Organization Development Active participation in HR communities like SHRM/NHRD Interested candidates can share their resume at dipanjal.parmar@aditiconsulting.com

Skill required: Marketing Operations - Operations Management Designation: Service Delivery Ops Specialist Qualifications: Any Graduation Years of Experience: 7 to 11 years About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do Team Lead What are we looking for 10 to 15 years of experience5-7 years of experience in the ITES industry and in program management and leading teams of 30+ ResourcesExceptional leadership skills, with the ability to communicate a vision that inspires and motivates IT operations staff and aligns to the IT and business strategyKnowledge on any CMS, Website publishing, HostingFlexible working in shiftsCertifications ITIL, SixSigma, PMP, Digital Marketing Roles and Responsibilities: FINANCE:Responsible for monitoring and optimizing/improving the companys CCIs, costs and minimizing the impacts of revenue risks such as booked not staffed positions. Responsible for teams time tracking impact in budgets (overruns, re-estimations, change orders, allocations and risks).CLIENT:Coordination and delivery of SOWs/LOEsSet up of travel arrangements (client visits and Accenture on-site visits) Manage escalation and incidents processes (E2E)Manage customer satisfaction (define indicators, apply data collection process, analysis and take corrective and preventions actions)Identify business growth opportunitiesEnsure account continuity based on set metrics / SLAs / KPIs (performance)Define, implement and manage reporting structureManage team structure and allocationsRESOURCES:Manage/Lead a set of teams/accounts providing leadership, guidance and organization to the projects under his/her command. Define and evaluate direct reports business objectives (PA Process)Follow up on team members defined career path and professional growth opportunities. Define, implement and follow up on teams training program First point of escalation for resources internal conflicts / incidentsPROCESSES:Delivery Manager must be on a constant effort to make its channel more efficient and productive, this is a required trait for any Delivery Manager in the company, as they will have close contact to the teams and the clients satisfaction. Responsible completeness, quality and timeliness of all client deliveries. Implementation, continual improvement, and ensure utilization of teams SOPs. Provide AM team with proper sales support (technical approach and samples/case studies). Support to E2E recruiting and staffing processes (hiring manager) Qualification Any Graduation

Receive/address complaints from customers of Bank related to service deficiencies. Resolve these complaints through various means, incl settlements/mediation/issuing awards etc within RBI Ombudsman Scheme framework. Required Candidate profile Retired GMs of Banks with relevant exposure / Experienced Ombudsman of NBFCs or Banks preferred Immediate joining Job Location - Kerala (In Office)

ServiceNow platform responsible for actively monitoring and managing the flow of tickets within service queues, ensuring efficient distribution of work to available agents by prioritizing tasks based on urgency and other criteria

Job Description:- BPO Associate( Voice Process ) Location: Visakhapatnam (Vizag) Probation Period: 3 Months Stipend: 16000/-( During Probation Period ) Salary: 3.25 LPA( Post Probation Period ) Education: B.Sc. / B.Com / B.A / BCA / BBA (We are currently considering candidates with a 10+2+3 qualification, holding any undergraduate degree. Applicants with BE, B. Tech, MCA, or MBA qualifications are not within the eligible criteria for this opportunity ). Joining Time: Immediate Shift: Night shift Transport: Two-way cab provided Bond: 2 years (2 Lakh penalty if broken) Skills Required: Excellent communication and active listening skills Strong problem-solving and multitasking abilities Customer-centric mindset with empathy Ability to handle customer queries and provide resolutions Adherence to quality and compliance standards Responsibilities: Customer Support: Handle inbound/outbound calls, chats, and emails, ensuring timely and accurate query resolution. Issue Resolution: Troubleshoot technical issues and escalate complex cases when needed. Product Knowledge: Stay updated on company products, policies, and processes. Customer Experience: Ensure a friendly and professional approach in all interactions. Escalation Management: Identify and route critical issues to the appropriate teams. Compliance & Documentation: Maintain accurate records and follow company policies. Quality & Performance: Meet KPIs, participate in training, and continuously improve service quality. Collaboration: Work with internal teams to enhance customer support processes.

Desired Profile 7-10 years of overall post qualification experience in BPO/ITES sector, out of which at least 2 years should have been in Insurance Domain At least 2-5 years experience as a Team leader in the BPO/ITES sector Should have led and managed a team of 30+ direct reportees Must have excellent verbal and written communication skills Should have ability to read and decipher operational metrics Should have strong supervisory skills Should be structured, organized, and have ability to work in a dynamic fast-paced environment • Prior experience handling new client/process transitions is a plus Should be comfortable working in night shifts (US Shift) Roles and Responsibilities PEOPLE Managing availability on floor and ensuring that everyone adheres to their schedules Managing Team Performance Productivity, Quality, Efficiency, Shrinkage & Attrition Training and development of team members by conducting team huddles, coaching sessions, and recognising areas for improvement Setting clear goals and performance targets for all team members, aligned with overall company objectives and process requirements Scheduling and organizing shift patterns for team members to ensure adequate rotation and proper staffing to meet SLAs Create an inspiring team environment with an open communication culture PROCESS Managing day-to-day planning and operations of the team Ensuring that every team member delivers per defined client Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs) Reviewing processes and making recommendations for improvement in overall performance / CSAT; this includes ideas for continuous improvement Identifying additional training needs and bridging process gaps Providing floor support and handling escalations CLIENT Enabling team to deliver a superior customer experience Leading & participating in weekly/monthly client meetings to build and maintain cordial relationships with all client stakeholders Identifying farming opportunities to ensure sustained growth of existing contracts o Planning, coordinating, and delivering new client transitions seamlessly

We are looking for an experienced Assistant Manager to lead a team in the Chat/Back Office division focused on Property & Casualty (P&C) Insurance operations. This role involves managing a team of 15-25 members, handling day-to-day operations, liaising with clients, and ensuring high service quality. Your Future Employer - A leading global business services provider offering solutions in insurance operations with a dynamic work culture, a focus on employee well-being, and opportunities for professional advancement. Responsibilities - Oversee daily operations and manage performance metrics, KPIs, absenteeism, and attrition Handle client communications and escalations, ensuring SLA adherence Lead team reviews, support staff development, and foster a collaborative environment Participate in performance feedback, reporting, and operational enhancements Work in 24x7 environments, split shifts, and rotational rosters Requirements - Graduation in any discipline (mandatory) 3+ years of experience in General Insurance or Chat Processes 1+ year in an operational leadership role managing at least 10 team members Proficiency in MS Excel, Word, Outlook, and Access Strong communication, leadership, and interpersonal skills What is in it for you - Join a fast-paced environment that values innovation and efficiency Work with a supportive leadership team focused on your professional growth Opportunity to impact global insurance operations and drive meaningful outcomes Reach us: If you think this role aligns with your career goals, kindly email your CV to vasu.joshi@crescendogroup.in for a confidential discussion. Disclaimer: Crescendo Global is specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, colour, origin, gender, sexual orientation, age, marital status, veteran status or disability status. Note: We receive a lot of applications on a daily basis so it becomes a bit difficult for us to get back to each candidate. Please assume that your profile has not been shortlisted in case you don't hear back from us in 1 week. Your patience is highly appreciated. Scammers can misuse Crescendo Globals name for fake job offers. We never ask for money, purchases, or system upgrades. Verify all opportunities at www.crescendo-global.com and report fraud immediately. Stay alert! Profile Keywords - Crescendo Global, Jobs in Pune, Assistant Manager Operations Jobs, Insurance Operations Jobs, General Insurance Jobs, Chat Process Jobs, P&C Insurance Jobs, Team Handling Jobs, Customer Service Operations Jobs, SLA Management Jobs, US Process, US Insurance

Asian Electricals & Infrastructures is looking for Technical Support Specialists to join our dynamic team and embark on a rewarding career journey. A Technical Support Specialist plays a crucial role in providing technical assistance and support to customers and end-users. They help troubleshoot and resolve technical issues, answer inquiries, and provide guidance on the use of hardware, software, and other technical products or services. Responsibilities: Customer Support: Provide technical assistance and support to customers via phone, email, or chat. Respond to inquiries promptly, troubleshoot technical issues, and guide customers in resolving problems related to hardware, software, or other technical products. Issue Resolution: Identify, diagnose, and troubleshoot technical problems reported by customers. Resolve issues through effective problem-solving techniques, including remote troubleshooting, knowledge base utilization, and collaboration with internal teams. Technical Documentation: Create and maintain detailed documentation of common technical issues, troubleshooting steps, and solutions. Contribute to knowledge base articles, FAQs, and user guides to improve self-help resources for customers and the support team. Escalation Management: Escalate complex or unresolved technical issues to higher-level support teams or specialized departments. Ensure proper documentation and communication of escalated cases to ensure timely resolution. Product Knowledge and Training: Maintain up-to-date knowledge of the company's products, services, and technologies. Stay informed about new releases, features, and updates. Provide training and guidance to customers on the use of software applications or technical products.

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

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

CMG Manager Operations (Customer Management Group) Responsibilities - • Complaint resolution and vendor management skills. • Customer relationship management skills. • End to end implementation of Next Products. • Complete ownership of Complaint resolution. • Ensuring collections of dues from assigned schools. • Ability to Lead/Motivate and Coach the Team. • Efficient Vendor Management Skills. • Should manage CRM (Implementation Section, Complaint Section, Timesheet Entry Module & • Report, Usage Data Report, Claims & Imprest Section, Preventive Maintenance Report) • Should conduct PM audit as per the process set for Manager - CMG • Should plan collection and complaints/installation at the end and beginning of every day. • Should ensure TAT on all installations and support activities. • Need to Adhere to the KRAs. • Responsible for ERP Implementation. Responsible for Training on NLP/ERP and Teach Next/Digital classes/Computer Curriculum, should impart quality training to customer/internal team. • Responsible to ensure timely payment from assigned school. • Should follow the ERP Implementation process Site Survey” till “Completed” covering all phases Responsible for satisfactory customer experience in Next Product. • Should plan collection and complaint/installation at the end and beginning of everyday. • Should pay attention in kick-off meeting and put clear understanding on the customer expectation before gives “OPS Go Ahead” for ERP Implementation. • Should actively be involved in First Time Resolution (FTR) on all ERP complaint registered in CRM by internal and external customers. • Ensure optimum usage of Next NLP/Products. Need to Adhere to the KRA’s. • Account Manager / ERP Implementation (School ERP)

- Need a motivated and experienced customer support manager to lead our customer support department. The customer support manager will be responsible for driving superior customer support to business clients through policies, procedures, and setting of goals. Knowledge of Drone industry products and trends would be of advantage. The candidate should have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff. Customer Support Manager Responsibilities : 1. Managing the customer support department's day-to-day functions. 2. Responding to escalated customer support issues. 3. Implementing customer support processes to enhance customer satisfaction. 4. Formulating and revising customer support policies and promote their implementation. 5. Informing the team of all new information related to products, procedures, and trends. 6. Assessing support statistics and preparing detailed reports on the findings. 7. Interviewing and hiring new employees. 8. Overseeing and evaluating the team's ongoing training efforts. 9. Managing the budget of the customer support department. Qualification : Engineering background (BE/B. Tech/Diploma in any field) Relevant Experience : 5 years Managing a team, 12 - 15 years total experience. Customer Support Manager Requirements : 1. Proven experience as a customer support specialist, preferably within a similar environment. 2. Prior experience in a managerial or supervisory role will be advantageous. 3. Excellent oral, written, and interpersonal abilities. 4. Affinity for multitasking. 5. Alignment with our company's values.

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

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

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