949 Escalation Management Jobs - Page 34

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

We at Credgenics, are actively seeking dynamic and experienced Team Leaders for our Collections team. If you have a proven track record with minimum 3+ years of experience in collections, specifically within the banking sector, you can share your candidature/apply with us. Role & responsibilities Manage & motivate team of 20 operators. Manage the Collection process for assigned campagin(s) Ensure operator are delivering individual calls target, SLA & KPI Maximize Productivity by increasing Kept/Call, RPC%, PTP%, & Kept% Monitoring calls, Coaching and Feedback, Bottom Quartile Management, Individual Target settings, Weekly and monthly one on ones, Analyzing relevant reports, making reports and reporting to management on areas of improvement. Conducting team meetings, pre/post/mid shifts. To recruit, induct, develop and support a team delivering front line customer services to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity. Dialer Knowledge preferred. To supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of the operation of the Contact Centre. Attrition , Shrinkage, roster management. Managing PIP (Performance improvement Plan) of the team members Preferred candidate profile Any Graduate 3+ years of hands-on experience in collections within the banking domain and 1+ Year experience as Team Leader on papers. Good Excel Skills Must have exposure to call center environment. for eg- Shrinkage Attrition Quality Feedback and coaching (PIP) KEPT% KEPT/FTE Perks and benefits Competitive salary commensurate with experience. Lucrative perks and additional incentives. Collaborative and growth-oriented work environment. Join us at Credgenics and be part of a dynamic team that values excellence and innovation in the collections domain. Apply now and take your career to new heights!

About Allen: Allen is known for fostering academic brilliance with its unwavering commitment to rigorous standards, innovative teaching methodologies, and a nurturing learning environment Building on ALLEN Careers three decades of success, Allen Digital is where innovation meets tradition We've embarked on a journey of expansion through our partnership with Bodhi Tree Systems renowned for its tech-first brands, and backed by Marigold Park Investors, led by industry pioneers James Murdoch and Uday Shankar. We aim to revolutionize education by consistently pushing boundaries, embracing cutting-edge technologies and cultivating a culture of intellectual curiosity that breaks the limitations of a one-size-fits-all approach Dedicated to empowering minds through personalized 1:1 learning, catering to individual needs and unlocking maximum potential of every student with the help of cutting edge AI integration, we're reshaping education to make quality education accessible to all. Join us on this journey to transform education at a time when tradition and technology collide to empower the coming generation. Responsibilities :Partner across teams (Business, Product / Tech owners and operations) for understanding long-term capabilities/initiatives that needs to be managed in line with the Organisational/Functional goals Own and execute E2E the SDLC for one or more top-level key initiatives by partnering with Project Sponsors, other Program Managers, and multiple development team sIdentify, assess and mitigate risks, provide escalation management, anticipate and make tradeoffs balancing the business needs versus constraint sClearly articulate & communicate vision, plans and project status to Leadership Team and key stakeholders across the organization (Ops, tech, product & business )Engage with other teams across the organisation to evangelise the team and your projects, build relationships and help identify existing technologies/processes that can be leveraged to meet your team's goal s Requirement s:3-5 years of industry experience in product/technology background in implementing Product & Tech solutions addressing business needs & outcom esExperience in partnering with Senior Leadership & driving Strategic Initiativ esMust have led large, multi-team programs/initiativ esGood understanding of Program Management methodologi esGood understanding of SDLC methodologies, in particular, Agile methodologi esDemonstrated ability to understand and discuss concepts, manage tradeoffs and evaluate opportunistic new ideas with internal and external partne rsAbility to think both strategically and tactically and to drive execution Should be equally comfortable with long-term planning and day-to-day progress tracking and executi on Required Ski llsProduct/Tech Thinking Understand the overall product/tech strategy, Influence the cross-functional team to align on the initiative, showcase an entrepreneurial mindset in solving the underlying product/tech challe ngeStakeholder Management Align the stakeholders on the 'What's' and the 'How's' of the Prog ramPlanning & Execution Drive execution rigour using set practises, Manage & Drive Change wherever nee dedRisk identification & mitigation Proactively identify risks/issues & mitigate them to avoid impact on the prog ramDecision Making Make decisions which are based on the values and principles of the organisat ion Good To HaveEdtech Experi enceStartup experi encePMP certifica tionCSM certifica tion Show more Show less

Job Description : - Acquire new education institutes, colleges and universities for digital campaigns and advertisements - As a BDM, you would be the single point of contact between the Clients and the internal teams. - Client Relationship Building - The BDM would be responsible for building effective relationships with some of the key clients and maximizing revenue from the assigned existing accounts. - 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 - Manage the entire campaign of the clients to ensure delivery of the committed outcomes in the initial proposal - Develop multi-level relationships with key stakeholders in the client organizations, such as Counselors, Marketing Managers, Marketing Heads, Chairmen, Deans, and Admission Directors - Follow up for payments and timely collection to ensure timely achievement of assigned targets - 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 Requirements : - 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 Client executive influencers, and building trusted relationships across the client organization - Hunter mentality that builds win-win relationships - Time Management to ensure service level commitments - Presentation and demonstration skills

Technical Support Representative (non-IT products) Job Summary: The Technical Support Representative helps and supports non-IT products, resolving technical issues and ensuring customer satisfaction. This role requires strong problem-solving skills and technical knowledge. Key Responsibilities: Provide technical support for non-IT products via phone, email, or chat. Diagnosing and troubleshooting technical issues. Guide customers through step-by-step solutions. Provide accurate information on product features and usage. Escalate unresolved issues to appropriate internal teams. Follow up with customers to ensure their technical issues are resolved. Document technical knowledge in the form of notes and manuals. Qualifications: Proven work experience as a Technical Support Representative or similar role. Technical knowledge of non-IT products. Ability to diagnose and troubleshoot basic technical issues. Excellent problem-solving and communication skills. Ability to provide step-by-step technical help, both written and verbal. High school diploma: additional certification in technical support or related field is a plus. Key Skills: Technical knowledge Problem-solving Communication skills Organizational skills Customer service

Job Role: Associate Manager Location: Hyderabad Required Qualification: Graduate or Postgraduate Overall Years of Experience and required Skill Sets: Minimum 5-7 years with hands in international voice process. Team handling experience Understanding of attrition, shrinkage occupancy, Service Level, AHT, CSAT, NPS Be attentive to details Be able to work in a fast-paced environment Have good working knowledge in MS Office applications: Word, excel, & PPT Be able to adjust quickly and smoothly to changing priorities and conditions Have ability to interpret data, identify trends, and make suggestions for improvements Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner Rotational shifts

Job Summary: We are seeking a proactive and customer-focused IT Help Desk Technician to provide first-level support to internal teams. This role involves handling technical queries, responding to emails, assisting in resolving hardware/software issues, and coordinating with global teams. Key Responsibilities: Respond to and resolve technical queries from employees via email, phone, or ticketing system. Log, track, and document help desk interactions using standard procedures. Provide basic troubleshooting support for hardware, software, and network issues. Maintain documentation for common technical issues and resolutions. Coordinate with global teams in Europe and the USA for issue resolution and updates. Assist with onboarding/offboarding IT setup tasks. Support in maintaining IT inventory records. Prepare and share basic IT usage and issue reports when required. Ensure timely resolution of support requests in line with internal SLAs. Required Skills: Proficiency in Microsoft Excel, Word, and PowerPoint. Strong written and verbal communication skills in English. Ability to compose and respond to detailed technical emails. Organized and able to manage multiple support requests efficiently. Basic understanding of IT systems, hardware, and software environments. Preferred Skills: Ability to troubleshoot and resolve technical issues independently. Prior experience in technical support/helpdesk role is an advantage. Experience coordinating with international teams across different time zones. Familiarity with IT service desk tools or ticketing systems. Experience: Minimum 2-4 years of relevant work experience in an IT support/help desk role. Qualification: Graduate in Computer Applications or any relevant IT field.

Responsible for business development generation and conversion to achieve quarterly, yearly business targets. Strive to generate new business leads and convert them to enhance the existing client base. Should coordinate with the surveillance operations and technical support team daily for services improvement in the escalated portfolios and special attention to dedicated and critical client portfolios to reduce the attrition rate. Act as a Brand Ambassdor and proactively do the client relationship management for effective coordination with existing and potential Clients, Site Managers, internal\external stakeholders for overall service delivery and escalation management.

Role & responsibilities Handle voice-based escalations from L1 support and resolve complex technical issues. Provide advanced troubleshooting for hardware, software, network, and application-related problems. Document all interactions and resolutions in the ticketing system (e.g., ServiceNow, Zendesk). Collaborate with internal teams (L3, engineering, QA) for unresolved issues. Ensure SLAs and KPIs are met for response and resolution times. Provide feedback and training to L1 agents to reduce repeat escalations. Maintain knowledge base articles and contribute to process improvements. Participate in root cause analysis and incident reviews. Preferred candidate profile Hands-on experience in a technical support/help desk environment. Strong knowledge of Windows/Mac OS, networking, and common enterprise applications. Excellent verbal communication and customer service skills. Experience with remote desktop tools and ticketing systems. Ability to work in rotational shifts and handle high-pressure situations.

Company : IndiaFilings Pvt. Ltd. Location : Navi Mumbai- Ghansoli MBP Aurum Proptech 6th floor Indiafilings Pvt Ltd Meet HR Geetanjali - 8657498073 Email ID - geetanjali.wani@indiafilings.com Experience Required: 3 to 8 Years Industry: Legal, Taxation, Compliance, Financial Services Department: Operations / Client Services Employment Type: Full Time Education: Graduate / Postgraduate Key Responsibilities: Lead and manage a team handling services like GST, Income Tax, ROC filings, and Trademark registrations. Ensure on-time and high-quality service delivery to clients. Handle client escalations and ensure excellent customer satisfaction. Monitor team performance and ensure adherence to SLAs and KPIs. Train and mentor team members to boost productivity and quality Coordinate with Legal, Tech, and Sales teams to ensure smooth workflows. Drive process improvements and increase operational efficiency Prepare and present service delivery reports to management. Candidate Requirements: Experience: 4 to 8 years total; Minimum 34 years in a team handling role. Strong leadership, communication, and client management skills Ability to manage targets, deadlines, and team performance Knowledge of compliance, taxation, or legal processes is an advantage Proficient in CRM tools and service reporting Salary: :briefcase: Based on current/last drawn salary and total experience :moneybag: Attractive performance-based incentives Why Join Us? :white_check_mark: Fast-growing company in the legal-tech space :white_check_mark: Work with a wide range of business service domains :white_check_mark: Leadership and career growth opportunities :white_check_mark: Supportive and collaborative team culture. Contact Hr Geetanjali- 8657498073

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( Day Shift) Perks: Day Shift 5 Days working

Job Title : Service Delivery Incident Manager (SDIM) Company : New Era Technology Website : www.neweratech.com Location : Remote (Work from Home) Job Type : Full-time | Permanent | EST Time Zone Coverage Experience Required : 3-5 years (Min. 2 years in a leadership role) Reports To : VP Resolution Support Services Industry : IT Services / Managed Services Team Handling : Yes About New Era Technology New Era Technology is a global technology solutions provider with over 14,500 customers worldwide. We deliver cutting-edge services and managed solutions across collaboration, data networking, security, and cloud domains. Join us in our journey of innovation and excellence. Role Overview We are looking for a highly motivated Service Delivery Incident Manager (SDIM) to lead our support services function. In this role, you’ll manage a team of IT support engineers, oversee the incident lifecycle, drive continuous improvement, and ensure client satisfaction through effective escalation management. The ideal candidate is a skilled leader with strong technical expertise and a customer-first mindset. Key Responsibilities Team Leadership Lead and mentor a team of IT support engineers Conduct 1-on-1s, manage performance, and nurture talent Foster a culture of collaboration and accountability Incident & Escalation Management Manage the entire lifecycle of incidents, from detection to resolution Prioritize and resolve critical and high-priority tickets promptly Oversee triage processes and maintain best practices in incident and problem management Client Engagement Act as the escalation point for customer issues Manage client expectations and ensure timely resolutions within SLTs Build long-term relationships with clients through consistent communication Service Optimization & Reporting Implement KPIs and dashboards to track team and service performance Identify opportunities to improve support processes and documentation Participate in process reviews and continuous improvement initiatives Technical Oversight Provide hands-on support for complex technical issues Collaborate with cross-functional teams to ensure seamless service delivery Stay updated on emerging IT trends and tools Key Skills & Competencies Strong understanding of IT support, networking, hardware, and SaaS platforms Excellent written and verbal communication skills Analytical thinker with problem-solving ability Experience with ITSM tools (ConnectWise preferred) Ability to manage shifting priorities and multitask Knowledge of ITIL practices (Certification preferred) Experience in a Managed Services Provider (MSP) environment is a big plus Qualifications Bachelor's degree in IT, Computer Science, or related field 3–5 years of IT support experience (2+ years in team leadership roles) Experience managing distributed teams remotely Work Environment & Schedule Work Model : Fully Remote (must be available during US EST hours ) Working Hours : 40 hours/week (occasional overtime & on-call rotation) Travel : Less than 10% (occasionally, if needed) Why Join Us? Be part of a global technology innovator Work in a flexible and collaborative environment Opportunity to drive meaningful change in service delivery Apply now to be a key player in building a world-class support delivery function at New Era Technology!

Job Description: Team Leader Customer Service / Guest Experience Location: [Hotel Location] Department: Front Office / Guest Relations / Customer Experience Reports to: Guest Relations Manager / Customer Experience Manager Shift: Rotational Shifts (including weekends and holidays) Job Summary: We are looking for an experienced and passionate Team Leader to join our Customer Service / Guest Experience department. The ideal candidate will have a proven track record of 34 years in team management, ideally within the hospitality industry. You will lead a team of 56 agents and ensure our guests receive exceptional service at every touchpoint. Your leadership will be instrumental in delivering memorable experiences, resolving guest concerns, and driving team performance. Key Responsibilities: - Supervise and support a team of 56 guest experience/customer service associates during rotational shifts. - Monitor and manage daily team performance to ensure high-quality and timely guest service. - Handle escalated guest concerns and provide effective resolutions to ensure satisfaction. - Conduct regular performance evaluations, coaching sessions, and feedback discussions to drive continuous improvement. - Ensure adherence to company policies, procedures, and service quality standards. - Coordinate with departments such as housekeeping, front office, and F&B to ensure seamless guest experiences. - Maintain daily shift reports, handovers, and escalate critical issues to senior management. - Facilitate daily team briefings and ensure timely communication of important updates. - Analyze guest feedback from reviews and surveys and implement corrective actions where necessary. - Promote a culture of warmth, responsiveness, and guest-first attitude among the team. Candidate Profile: - Graduation in Hospitality, Hotel Management, or a related discipline preferred. - 34 years of experience in team management, preferably in the hospitality, hotel, or service industry. - Experience working in UK or Australian customer service processes is required. - Proven leadership skills with the ability to motivate and develop team members. - Strong communication and interpersonal skills. - Ability to remain calm and professional in high-pressure situations. - Hands-on experience with hotel management systems and Microsoft Office Suite. - Willingness to work rotational shifts, including weekends and holidays. - A customer-centric mindset with strong problem-solving abilities. What We Offer: - A dynamic and supportive work environment in a reputed hospitality brand. - Opportunities for professional development and career advancement. - Employee recognition programs and performance-based incentives.

Customer Support Manager - Forex Industry - 4+ Years - Mohali Location - Mohali We are seeking a highly motivated and experienced Customer Support Manager to lead and enhance our customer support operations in the Forex industry . This role involves leading a team of Team Leaders and Support Executives, optimizing operational efficiency, improving service delivery, and ensuring high client satisfaction across global markets. Your Future Employer A great leader of Customer Support operations in Forex Industry Responsibilities - Manage day-to-day operations of the customer support department. Lead, mentor, and guide Team Leaders to drive results and improve customer experience. Oversee customer service delivery across multiple communication channels (email, phone, chat, tickets). Address escalated issues and ensure effective resolution. Monitor support metrics and develop strategies to enhance performance. Ensure compliance with business and regulatory standards. Conduct regular performance reviews and training sessions. Coordinate with cross-functional teams to resolve customer issues effectively. Prepare reports and derive insights from support data to enhance decision-making. Requirements - 4–5 years of experience in customer support, client relationship management, and team leadership. Strong communication, task management, and team collaboration skills. Ability to perform under pressure and manage global support operations. Proven experience improving customer support metrics. Proficiency in CRM tools and support technologies. Multilingual capabilities (spoken/written) preferred. Knowledge of the Forex and Stock Market industry is a strong advantage. Analytical mindset with strong problem-solving abilities. What is in it for you - Work with a fast-growing global fintech and financial services company. Competitive and attractive compensation package. Extensive learning opportunities – including professional training and soft skills development. A dynamic work environment with a flat structure and start-up culture. Direct ownership of your role and responsibilities with strong career growth potential. Scammers can misuse Crescendo Global’s 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 Mohali, Customer Support Manager Jobs, Forex Jobs, Global Customer Support Jobs, CRM Jobs, Fintech Careers, Forex Customer Service, Finvasia Jobs, Leadership Roles in Support, Client Relationship Management Jobs India

Job Description Position Senior Executive Service Function CRM Department Service Base Location Bengaluru Reporting to Manager - Service Created on date 20 Jan 2025 Created by Saneesh M Position Summary Position will be responsible for CRM Developments, Process Enhancements & Supports. The position will be responsible for CRM Training, Service SOP Developments, Call Centre Management & Training, Onboarding & Driving New Technologies for Service & Call Centre Operations, Service MIS & Data Analytics. Role & Responsibilities CRM Developments, Process Enhancements & Supports. • Evaluating & Understanding Market Changes of process adaptations. • ID Creations & Accessing or review of Users Access permissions & Corrections. • New Process Additions based on business demands. • Enhancement of CRM Process & Controls. • Knowledge of Salesforce Administration management. • Learn and know end to end Process and Train users New & Existing team. • Providing Support on all CRM Related technical issues. • Error Fixing and Workflow/trigger rule managements. • Training in CRM for Call Centre Users. • Develop and Build all Service-Related Process SOP’s. • Accountable for Data Governance and Security of Users. Managing the call centre operation • Plan & Forecast Call Centre Manpower requirement. • Close monitoring of call load & seasonal impacts and action on time. • Vendor & Cost Management for Call Centre Operation. • Performance monitoring of the call center and their SLA of Quality, AHT, CSAT & Training & Other Performance metrics etc. • Enhancement of Customer Experience and results at Call Centre. • Management & Monitoring all Out Bound Process at Call Centre. • Coach and mentor staff on product and services and customer service issues • Monitoring of CRM on a regular basis for smooth operations. • Identify training needs and create training programs for talent development. • Close watch on system changes/needs & supports. • All related technological supports. Onboarding & Driving New Technologies for Service & Call Centre Operations. • Development & Management of all new Service Technologies like Voice Bot, Chat Bot, Cloud Telephony etc. • Evaluating newly available technologies and exploring opportunities to enhance customer experience. • Integration of Support of existing & New Tools to Salesforce CRM. • Knowledge and implementation of Power BI Tool for Data Analytics. • Knowledge and implementation of Tableau Tool for Data Analytics. • Knowledge and implementation of SQL Queries & Big Data Management Tools. • Onboarding and SOP Creation for all new Toll Utilization & Implementation. • Social Media Tool Integrations to Monitor and support Customer Escalations. • Omni Channel Development for better and futuristic customer experience. • Development of Newer AI Tools and Process to System. Service MIS & Data Analytics. • All Post Sales related Data Understanding and Analytics. • Data Analysis and Visualization with Big Data Management tools. • Knowledge and experience in handling & developing Dashboard of Power BI tool. • Knowledge and experience in handling & developing Dashboard of Tableau. • Knowledge and Management of Data SQL Database, Use of Macros, Power SQL Queries. • Knowledge and advanced skills in use of Master Excel, Power Point etc. Collaborating with other departments • Works with other departments, such as sales and service, to align customer service strategies with overall business objectives • Builds and maintains solid customer relationships, understanding their needs and providing personalized service solutions • Supports in Data & Analytics as on when required. Qualification & Experience • Bachelor of Engineering • 2+ yrs of working experience in CRM or Salesforce Administration/ Call center management Knowledge & Skills • Team Management • Customer Management • Coordination with multiple levels and cross functional teams. • Communication and Presentation

You will be a part of Fraud Charge Back team. What will you be doing Manages the processing environment to protect production systems critical to the success of the business. Delivers an operations environment that meets all service level agreements, eg, 24/7 availability, response time parameters, etc and availability targets. Develops and recommends tactical and strategic plans for processing operations. Selects, trains, develops and leads an efficient and effective processing team. Identifies and recommends cost-saving and continuous improvement initiatives within the processing area. Ensures all backup and recovery and disaster recovery processes will meet or exceed business requirements. Develops and implements team standards and procedures that support departmental standards and procedures. Develops and executes project plans, budgets and schedules for documentation of work and results. Develops, manages and forecasts the budgets for the relevant cost centers. Other related duties assigned as needed. What do you bring Knowledge of all processing phases Knowledge of processing administration and processing activities and controls Knowledge of FIS products and systems Proficiency in client communication and escalation management Knowledge of project management methods and techniques Proficiency to effectively supervise, lead and manage staff members Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, eg, executive, management, individual contributors Excellent problem solving, team and time management skills managing multiple deadlines for self and others Proficiency in evaluating the performance capabilities of subordinates as we'll as counsel subordinates in development and/or corrective discipline Proficiency in making projections of future expenses based on analysis of cost effectiveness of past expenditures Proficiency to operate independently What we offer you A competitive salary with attractive benefits including private medical and dental coverage insurance A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities A modern work environment and a dedicated and motivated team A broad range of professional education and personal development opportunities A work environment built on collaboration and respect Actively promote new/existing products and services. Acts as a subject matter resource to colleagues and on projects. Business process improvement activities.

Operations Manager Job description Role and Responsibilities: - Experience in Voice Process - The person would be responsible for end-to-end delivery and client interactions for the project - End to end ownership of all contractual qualitative deliverable across multiple programs - Ownership for Quality - delivery of the process, works closely with the other functional areas like Program Management, Operation, Training, HR, WFM to ensure smooth operation & service delivery which ranges from client set Qualitative KPIs - Identifying process issues and taking corrective action - Should have handled client interaction - Excellent communication skills - The candidate should also have excellent problem-solving capabilities and lateral thinking skills - Closely monitoring daily productivity against the defined Service Level standards - Perform regular audit checks on client defined compliance requirements - Analyze and generate reports for team performance on processes - Excellent Presentation skills are mandatory - Develop a continuous learning process for the team - Review /audit transactions performed by the team - Supervise and support team members to ensure that delivery is consistent with or exceeds - Conduct Regular Performance Reviews for continuous improvements - Responsible for resource management and Attrition of the project Applicants Specifications & Qualification: - Ability to handle pressure and a natural go getter - Knowledge of operational process, logical thinking, reporting and analysis - Ability to work within challenging environment within timelines - Excellent hands-on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to internal customers - To create a conducive and stimulating environment for the teams to accomplish their goals - Manage expectations of team members and proactively should sense their needs - Should come with innovative ideas for process betterment - Ability to drive process, performance, and transformation - Able to guide the team by implementing best practices and always lead-by-example Apply Save Save Pro Insights Location - Bengaluru,Hyderabad,Chennai,Mumbai,Pune,Jammu

Reporting to the Director of Integrated Facilities Management, the Operations Senior Manager will play a critical role in supporting the day-to-day management of our extensive portfolio spanning 400-500 retail branches and 10 major offices across India. This position will take ownership of operational execution, escalation management, compliance, and reporting functions, allowing the Director to focus on strategic leadership and key account management. Key Responsibilities Operational Management & Execution Serve as the first point of escalation for operational issues across the diverse facility portfolio Implement and maintain standardized IFM processes across retail branches and office facilities Monitor daily operations and ensure service delivery meets established KPIs and client expectations Coordinate with site teams to address operational challenges and ensure business continuity Support the Director in translating strategic initiatives into actionable operational plans Compliance & Audit Management Lead preparation and response for all internal and external audits across the portfolio Ensure strict compliance with client's minimum audit standards and regulatory requirements Conduct regular compliance reviews and implement corrective actions Maintain comprehensive documentation for audit readiness Work closely with legal and compliance teams to stay current on regulatory changes Energy & Sustainability Reporting Oversee energy consumption tracking and reporting across all facilities as part of regional tracking and reporting Work with team to identify energy efficiency opportunities and recommendations Support implementation of sustainability measures across the portfolio Monitor progress toward sustainability goals and report on achievements Data Analytics & Reporting Collect, organize, and analyze operational data from across the facility network Develop comprehensive reporting dashboards for the Director to present to clients Identify trends and patterns to inform predictive maintenance strategies Generate regular performance reports for various stakeholders Support data-driven decision-making through insightful analytics Vendor Coordination Assist in managing day-to-day relationships with service providers across India Monitor vendor performance against SLAs and escalate issues as needed Conduct regular vendor performance reviews and provide feedback Support the Director in vendor negotiations and contract management Ensure vendor compliance with operational and safety standards Team Leadership & Development Directly manage operational supervisors and coordinators across different regions Provide mentorship and technical guidance to site-based teams Identify training needs and coordinate skill development initiatives Assist in talent assessment and succession planning Ensure teams are equipped to deliver consistent service across all locations Qualifications Education and Experience Bachelor's degree in Facilities Management, Engineering, Operations Management, or related field 8-10 years of experience in facilities management operations, with at least 3 years in a senior supervisory role Experience managing operations across multiple sites, preferably in retail and commercial office environments Demonstrated experience in compliance management, audits, and regulatory reporting Proven track record in energy management and sustainability reporting Skills and Competencies Strong understanding of IFM operations, maintenance systems, and industry best practices Proficient in data analysis and performance reporting Experience with CAFM systems, BMS, and other facilities management technologies Knowledge of energy efficiency standards and sustainability practices Excellent problem-solving abilities with a solutions-oriented approach Strong project management skills with ability to handle multiple priorities Excellent stakeholder management and communication skills Understanding of financial principles as they relate to facilities operations Personal Attributes Detail-oriented with exceptional organizational abilities Proactive and responsible

Job Title: Customer Service Representative Team Lead Location: Bangalore {Yeshwantpur} Department: Customer Support Job Summary: We are seeking a proactive and experienced Customer Service Team Lead to manage and mentor a team of Customer Service Representatives. In this role, you will oversee day-to-day operations, ensure the team meets performance goals, handle escalated issues, and drive continuous improvement in customer satisfaction and service delivery. Key Responsibilities: * Supervise, coach, and support a team of customer service representatives * Monitor daily operations and ensure smooth team workflow * Schedule shifts and manage coverage to meet service level targets * Set clear performance objectives and conduct regular one-on-ones and performance reviews * Track KPIs (e.g., response time, resolution rate, CSAT scores) and ensure targets are met * Handle complex or high-priority customer issues and complaints * Ensure timely resolution of escalated tickets with empathy and efficiency * Identify trends, root causes, and opportunities for improving service processes * Prepare and present regular reports on team performance and customer feedback * Communicate updates, policy changes, and company goals to the team * Propose and implement changes to increase efficiency, quality, and customer satisfaction Requirements: * Bachelor’s degree preferred (Business, Communications, or related field) * 2–4 years of experience in customer service, with at least 1 year in a leadership or supervisory role * Strong leadership, coaching, and conflict resolution skills * Excellent communication and interpersonal skills * Ability to multitask and prioritize in a fast-paced environment.

Hi, We are hiring for Leading ITES Company Team Lead - Collections Role Job Description: 5 to 7 years of overall experience At least 3 years of B2B (Business to Business) Collections experience. Complete and thorough understanding of B-2-B Collections work modalities and requirement Understanding of all Collections KPIs & SLAs performance reports and tools and should be able to implement the same. (Both Collections and Dispute Management) Excellent Verbal and Written Communications skills Oversight on the team and ensuring daily BAU. Manage day to day operations functions of team management and performance delivery. Review and resolve issues. Meeting KPIs and client defined targets. Training and coaching on floor. Quality and feedback for team members for driving performance. Perform quality evaluations and provide coaching/feedback on performance to team members. Process Improvement and increasing efficiencies. Communication with internal and external stakeholders Reporting and analysis on reports and avenues for improvement. Work in Collections target orientation environment Experience in managing the teams and operations in Contact Centre in a Collections operations Environment. Fair understanding on Quality tools and methodology Manage shrinkage & absenteeism, attritions etc. Outlier agent support/management Proactively communicates process exceptions & deviations to Manager, and bottlenecks to process stakeholders as required. Prepare weekly and monthly decks highlighting performance, achievements, areas of improvement and action items to address any gaps Client management and effective delivery on the expectations set by the client on daily and monthly basis. Execute specific Collections Leads tasks as assigned by client as part of delivery management/production. Strong analytical and Excel skills, including v-lookups and pivot tables Key Skills a) Any Graduate b) Min 5 Years of Overall Exp c) Min 3 Years Experience in B2B/B2C Collections To Apply for Team Lead - Collection Role in Gurgaon . Copy and Paste the below link https://outpace.in/job/team-lead-collections/ To Apply, WhatsApp 'Hi' @ 9151555419 Follow the Steps Below: > Click on Start option to Apply and fill the details > Select the location as Other and Type : Job Code # 326

Program Coordinator use strong problem-solving and analytical skills to help organizations & improve their programs A successful Program Analyst should have the following skills and qualifications Qualification Firm understanding of industry best practices Strong spreadsheet and presentation skills Strong analytical and organizational skills Ability to calculate program management statistics like mathematical averages and percentages Ability to work independently and with a team Ability to adapt to changing technology Effective communication skills Skillset Required: Bachelors degree in computer science, business or similar field Information Technology Infrastructure Library (ITIL) certification Responsibilities End to end Project planning and coordination (Activities and Resources) Responsible for overall projects processes and deliverables Project onboarding, daily tracking of performance, proactive communication and escalation management Project kick-off, weekly governance, documentation, reports, and dashboards Process and Service Improvements documentation and tracking action with internal teams Escalate timely to next levels and ensure no slippage of task Daily status reporting to Program Manager

Program Management and Execution End-to-end Project Planning, program management, and coordination (Activities and Resources). Responsible for overall project processes and deliverables . Project onboarding, daily tracking of performance, proactive communication, and escalation management . CSAT : Drive the highest level of customer satisfaction and be a customer reference-able account. Zero Escalation : Issue Identification, Resolution, and Stakeholder Management. Finance Management : Invoicing, Collection, Account Growth. Experience in automation of projects . Dashboards & Reporting Project kick-off, Weekly governance, Documentation, Reports, and dashboards . Stakeholder Management Partnership with Customers and Stakeholders with a customer-focused mindset. Process and Service Improvements & Identification of New Business Process Consultancy and Improvement . Project Initiation, Project Planning, and Project Execution . Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service. Handling Change requests in Project Management. Maintain project documentation and course folders, SLAs, and PMS. Proactively report to senior management on all technical issues relevant to their area of responsibility. Skills Required Should possess an outstanding working experience of 3+ years with a bachelor's or master's degree in computer science/IT or other affiliated courses. Should have sufficient organizational skills and the ability to carry out multiple and intricate tasks.

End-to-end Project Planning and Coordination (Activities and Resources) Responsible for overall project processes and deliverables Project onboarding, daily tracking of performance, proactive communication and escalation management Drive the highest level of customer satisfaction and be a customer-referenceable account, Issue identification, resolution and stake holder management Project kick-off, weekly governance, documentation, reports and dashboards Partnership with customers and stakeholders with a customer-focused mindset Process and Service Improvement and Identification of new business opportunities BGV, Compliance, training and onboarding as per customer process Timely escalation to internal teams to take necessary actions, Timely invoicing, collection of payments, and billing data to be sent on the 1st working day of the month to the customer, Daily status reporting to SDM Quality control, knowledge management, and Best Practices sharing, IT Operations and Service Operation Handling Change Request in Project Management Maintain Project documentation and course folders, SLA, PMS Skillset Bachelor of Technology in Computer Science or related field Information Technology Infrastructure Library (ITIL) Certified PMP or Prince 2 certified (good to have)

Job Title: Customer Support Manager Location: [Add Location] Experience Required: Minimum 3 years in Customer Support (BPO) + 1 year in Team Handling Industry: BPO / Customer Service Shift: [Mention if its US Shift / Rotational / Day] Salary: [Add Salary Range if applicable] Job Description We are seeking an experienced and dynamic Customer Support Manager to lead and manage our support team. The ideal candidate should have a minimum of 3 years of experience in customer support, with at least 1 year of proven team management experience, preferably in a BPO environment . You should be highly skilled in decision-making , possess excellent Excel proficiency , and have a strong understanding of either the US or Indian market . This role requires someone who can drive customer satisfaction, manage performance metrics, and improve support processes. Key Responsibilities Lead, mentor, and manage a team of customer support executives. Monitor team performance and ensure KPIs/SLAs are consistently met. Handle escalations and provide effective resolutions promptly. Generate and analyze reports using Excel for performance and quality tracking. Implement strategies for process improvement and efficiency. Coordinate with cross-functional teams to address customer concerns. Ensure high standards of customer satisfaction and service delivery. Provide training, coaching, and feedback to team members. Maintain up-to-date knowledge of the US or Indian market trends and customer expectations. Requirements Minimum 3 years of experience in customer support, preferably in a BPO setup. At least 1 year of experience in team handling or supervisory role. Strong decision-making and problem-solving skills. Excellent command over Excel (pivot tables, VLOOKUP, dashboards, etc.). Knowledge of the US or Indian market is a must. Excellent communication and interpersonal skills. Ability to work under pressure and handle multiple tasks. Preferred Qualifications: Bachelor’s degree in any discipline. Familiarity with CRM tools and ticketing systems. Experience in handling international customers is a plus. How to Apply: Send your updated resume to [hr@tronadoit.in] or +919599383886 with the subject “Application – Customer Support Manager”