949 Escalation Management Jobs - Page 36

Key Responsibilities Responsible for management of power design, delivery and installation, HVAC systems’ operation, security and service delivery Responsible for the Utility management of mission-critical Data Center Facility. Responsible for managing the overall quality and service of the operation and maintenance of multiple critical facility infrastructure systems in accordance with company's policies and procedures. Provide consistent leadership and support through planning, communicating, and managing a team of managers and professionals responsible to deliver data center facility services. Delivery of quality and consistent services and support as established by the organisation, while satisfying unique local requirements, managing issue resolution and ensuring proper performance reporting of key metrics. Communicate the status of the operation process with senior management. Work with management to coordinate projects, manage capacity and optimize safety, performance, reliability and efficiency. Develop, implement and manage maintenance plan schedules and processes. Ensure compliance with regulations and directives of regulatory agencies. Coordinate the development, and build-out of the Data Centre; Manage environmental resources, power distribution, safety, security, physical layout, cabling, racking and monitoring of data center equipment. Maintenance budget & cost control (CAPEX & OPEX) Materials Management Assist in vendor selections, Contracts Management, and manage vendor service level agreement performance; Coordinate equipment vendor access for site service calls and supervise vendor on site activities Supervise facility technicians, sub-contractors and any other contracted vendors ensuring that all work is performed according to established practices and procedures. Educational Qualifications Degree in Electrical/Mechanical engineering Years of Experience (minimum & maximum) 5 to 10 years What are the organizations that the candidate should have worked for? Projects implementation, Operations and management preferably in data centers, IT parks, large mission-critical facilities in IT/Telecom or Experience in Utilities field in petrochemical plants What are the nature and scope of responsibilities the candidate should have handled? Good technical knowledge & Leadership skills Large scale operations Team Management Day to day O&M jobs, incident management, Change Management, Escalation Work flow management Knowledge & Skills (Indicate which criteria are mandatory) Good technical knowledge in Electrical & Mechanical engineering Awareness of BMS/DCIM Ability to work independently Strong Leadership & communication skills Knowledge of ISO/Compliance/Certification

Job Purpose: Primary responsibility includes managing complaints escalated to Senior Management, social media, National Consumer Helpline, and Nodal Officers across all ABFL lending verticals. Ensure timely acknowledgment, regulatory compliance, and SLA adherence. Maintain a fair, customer-centric approach while protecting organizational interests. Ensure effective CRM usage, regular MIS reporting to stakeholders, and root cause analysis (RCA) of complaints with process improvement suggestions. Implement and monitor the Grievance Redressal Framework within the team for continued effectiveness. Key Responsibility: Respond to customer complaints Strictly adhere to the Grievance Framework designed for the team. Resolve and respond to customer complaints, escalated to Senior Management, Regulators, National consumer helpline, Nodal officers and FRC from RBI. Documentation of Customer Complaint which is fairly and efficiently executed in CRM Ensure end to end closure of complaint and zero recurrence. Respond to complaints received on the regulators portal and ensure redressal within timelines. Monitor & Analyze complaint types Monitor the types of complaints received and analyze reasons, trends and share observations. Identify gaps basis nature of complaints received, suggest improvement measures to the SH- Grievance Redressal and Service Head and liaise with stake holders for process enhancement. Stakeholder Management Maintain effective relationships with all internal stakeholders involved in resolving customer escalations. Effectively liaise with other support functions and external agencies to ensure smooth functioning of daily events. MIS and Dashboard for Senior Management Maintain a detailed MIS on complaints and escalations Circulate weekly, monthly and quarterly MIS to the Senior Management on customer escalations and complaints. Root Cause analysis of complaints received Conduct detailed Root Cause analysis for complaints received by the Escalation team and Publish observations in a structured manner to relevant stake holders on a timely manner. Audits Responsible for maintaining required data/MIS/evidences which may be required during audits. Participate in statutory, internal and external audits when required. Location : Goregaon or Thane (Ghodbunder)

Ensure that the accounting is done accurately and on time . Review that all balances are correctly held and that adequate reconciliations are available with appropriate documentation Verify compliance with accounting standards and regulations based on IFRS Preparation & Review of JVs, BSARs, GBSR, Internal Controls related documentation Month-close activities Liaise with Market stakeholders on the regular activities / alignment/escalation management Provide accurate & timely data for fiscal reporting and other requirements . Prepare & share documentation/samples for audit Responsible for managing 3rd party colleagues on transactional activities. Responsible for Continuous Improvement projects and drive standardization as per goals. Provide commentary for the variances in Trial Statement Review & lead TSR calls as & when required Achieving RTR Goals & Key performance Indicators To succeed in this role, you should have the following skills and experience CA/CMA fresher or MBA Finance/ Semi qualified Finance professionals eg: CA, CMA etc with at least 3+ years of experience Good in Microsoft excel Knowledge in SAP is an added advantage Ability to manage multiple stakeholders, penchant for bringing new ideas and looking for continuous improvements

The successful candidate for this role will be a leader with a background in program management and risk mitigation. They will play a critical role in maintaining Amazons reputation for trust and excellence by identifying and preventing abuse across our global platform. 1.Lead and support teams in investigating, managing, and resolving high-impact incidents and escalations. 2.Execute program strategy to enhance customer trust and protect brand owners. 3.Draft and present deep-dive reports, including responses to senior executives and Correction of Errors (COE) documents. 4.Analyze existing policy and process gaps, developing and implementing solutions to close them. 5.Manage and own projects aimed at improving operational efficiency, including data analysis and collaboration with external teams. 6.Monitor media and global events to anticipate and mitigate potential risks, using data-driven insights to prevent issues before they arise. 7.Make high-level decisions, leveraging judgment and expertise in complex scenarios. About the team The Escalation Management and Prevention (EMP) team is responsible for managing escalations related to suspected Selling Partner fraud and abuse on Amazon stores. As the centralized point for all internally-driven abuse-related issues, we operate through the internal-only abuse-escalations@ email alias. Our team conducts thorough investigations, identifies the root causes of escalations, and drives initiatives across global program teams to prevent recurring issues. By leveraging front-line insights from Selling Partner escalations, we contribute unique perspectives to programs within the Selling Partner Services (SPS) organization. Amazons reputation for excellence is well established, recently being recognized as the #1 most trusted company by customers. To uphold this reputation, the EMP team is tasked with identifying and preventing abuse that could impact customers and brand owners globally. Our rapid growth demands leaders who are agile, possess an entrepreneurial mindset to develop innovative solutions, demonstrate relentless determination to achieve goals, and excel in breaking down and solving complex challenges. The EMP team is dedicated to designing and implementing policies, tools, and technological innovations that safeguard customers. We are seeking leaders to take ownership of various critical and high-visibility projects. Specifically, we are looking for a Risk Specialist to manage significant global events and escalations. The ideal candidate is passionate about ensuring customers can make informed purchase decisions and supporting brand owners and sellers in successfully listing and selling their products on Amazon. Your decisions will be crucial in protecting customers and sellers and maintaining the integrity of Amazons catalog and product listings ecosystem. 1.2-5 years of experience in relevant areas such as law, customer service, investigations, or project management. 2.Bachelors degree. 3.Written communication skills, with the ability to write clearly and succinctly. 4.Ability to move quickly and decisively to resolve incidents. 5.Analytical thinking with a natural tendency to use data in decision-making and prioritization. 6.Proven experience collaborating with cross-departmental teams. 7.Flexibility to work on case triaging and escalation handling. 1.Proven experience in risk management, fraud, or compliance organizations, with a focus on program strategy and leadership. 2.Demonstrated analytical and quantitative skills, using data and metrics to develop business cases, predict trends, and drive solutions. 3.Ability to bring clarity to ambiguous situations and make informed decisions in complex scenarios. 4.High level of integrity and discretion in handling confidential information. 5.Communication skills, capable of clearly and effectively presenting complex information to senior leadership. 6.Entrepreneurial spirit with a passion for driving innovation and achieving results in a fast-paced environment. 7.Enthusiasm for delivering exceptional service to executive leadership and other key stakeholders.

I. Role & responsibilities Responsibility Area (E.g. Budgeting & Planning, Team Management, etc.) Description (Do in order to/to ) 1. Operates a variety of client systems and performs complex tasks and activities without supervision following information security policies, procedures and guidelines. Meets and exceeds client performance standards. 2. Interacts with co-workers and supervisors to audit and troubleshoot to meet client needs in a timely manner. Takes initiative to find solutions and works effectively as a member of the team. 3. Develops and implements procedures to meet quality, quantity, and timeliness standards. 4. Composes clear, polite, and well-organized emails to communicate with clients. Anticipates client needs proactively and takes initiative. 5. Coaches less-experienced staff in learning procedures and insurance knowledge. 6. Analyzes the root cause of processing problems and keeps team and supervisor, and client informed of issues and solutions. II. Purpose of the Position * Processes complex tasks, implements new tasks and/or manages existing tasks without supervision . Provides guidance, instruction and direction to the team of client associates and client analysts. Ensures to maintain and meet the quality and quantity standards, with timelines. Responsible for meeting quality, quantity, and timeliness requirements. Contact Scope Internal Contacts - Team members within the client team, supervisor External Contacts - Client contacts (by email)N III. Minimum Qualifications Experience 5+ years at least and 1.5+ years as a team lead Education Background Bachelor Degree (Major) Skills Auditing, Training, Quality check, SOP creation, Process Transition, Escalation management, Performance management, Attrition and Shrinkage. Competencies and Behaviors Train others Builds team relationships Communicates effectively Demonstrates functional excellence Customer centric Licenses/Certificates - N/A

NIIT provides comprehensive and scalable managed training services for learning administration that maps directly to our customer needs. Training is our business and passion. We are one of the largest training outsourcing provider in the world. NIIT delivers and administers 75,000 days of training each year, in 18 languages. We have designed and developed over 50,000 days of classroom training and 20,000 hours of web based training localized to more than 25 languages. NIIT is a global service provider. We have presence in more than 40 countries. Link for our website: https://www.niit.com/mts/ NIIT is hiring for Exectuive Client Services role. (Client Executive) Experience : 0 to 2 yrs only Skills : Client servicing, training administration, handling escalations, excellent communications, international process exposure, good in Excel & PowerPoint. Shift : Must be comfortable with rotational shift including night/early morning shifts Location : Gurgaon sector 34. Both side transportation facility for hiring zone areas. Interested ones, please share your cv at Jasleen.2.Kaur@niitmts.com (704245078) A AMCS is the single point of contact for interacting with customer stakeholder/ manager for a defined region/ program. He/She would be responsible for coordinating and scheduling arrangements for delivery of training programs, events and workshops, including all logistical support. He/She is required to manage and coordinate multiple tasks and detailed activities in a time-intensive work environment. Responsibilities : Manage and Administer all activities end-to-end for assigned programs. • Pre-work tracking and following up with participants to ensure completeness. • Booking the venue for offsite activity or social events. • Provide support / help for all types of training events. • Managing nomination list for programs and working with the onsite team. • Marketing programs if required and as per client process requirements. • Ensure offsite training event activities are performed as per the Event Readiness Process/System. • Communicate with instructors and outside vendors using both written and spoken correspondence. • Coordinate and block Instructors dates & timing in lines with the training and workshop calendars. • Arrange for the training materials, manuals, hand-outs and other instructional aids; as well as equipment setup (like AV, toys, etc.) and refreshments. • Manage the training logistics (training room booking, manage access,photographer, etc.) and share detailed information to participants and trainers in advance. • Monitor completion of training activities such as Pre-work, Certificates. • Update Wiki/SharePoint/Global Website or client required site. • Ensure activation of registration link, roster & logistic management on the LMS. • Communicate with the internal and external vendors and ensure readiness ofthe Purchase Order. • Manage LMS Administration activities for blended trainings. • Maintain attendance records and feedback sheets, issuance of certificate, etc. • Generate reports from stated tool and update employee database as per the process. • Calibrate with customer stakeholders for any changes/updates in the training events/programs. • Ensure smooth running of events as per the program / course metadata in the CRM. • Follow the workflow / communication process on the CRM and adherence of case management process. NIIT is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Role & responsibilities 1. Escalation Management Address and resolve escalated return issues from customers and sellers related to delays or incorrect returns. Serve as the primary point of contact for escalated seller concerns via email and calls. Provide clear, empathetic, and professional communication to sellers regarding resolution steps and timelines. Analyze the root cause of issues and propose corrective actions to prevent recurrence. Escalate critical or unresolved issues to higher management with detailed reports. Coordinate with vendors through email to ensure timely resolution of disputes. Handle and close tickets related to escalations in a timely manner. Resolve warehouse-related escalations in coordination with internal teams. 2. Operational Execution Manage manual pickup arrangements for orders where automated processes fail. Handle the manual POD (Proof of Delivery) process and ensure documentation is completed accurately. Provide Order IDs and relevant details to stakeholders for tracking and issue resolution. 3. Cross-Functional Coordination Collaborate with logistics, finance, warehouse, brand management, and technology teams to resolve concerns efficiently. Maintain regular communication and follow-ups with internal teams to ensure timely closure of open issues. 4. Process Improvement Identify recurring problems and recommend process enhancements to improve the seller and customer experience. Contribute to the creation and revision of Standard Operating Procedures (SOPs) related to escalation handling and reverse logistics workflows. 5. Reporting & Compliance Maintain accurate records of escalations, resolutions, and manual transactions. Track and update internal reports and trackers related to returns, PODs, andmanual pickups. Ensure all actions follow company policies and operational guidelines. Preferred Candidate Profile Education : Graduate Experience : 24 years in reverse logistics operations, escalation management, or vendor coordination within the e-commerce sector. Skills: Strong problem-solving and conflict-resolution skills Excellent written and verbal communication abilities Ability to prioritize and multitask in a fast-paced environment Proficiency in Excel and email-based communication tools Understanding of e-commerce reverse logistics, seller operations, and vendor management Preferred Qualifications Experience handling manual logistics processes (e.g., pickups, PODs) Familiarity with escalation tracking systems and marketplace platforms Knowledge of SOP development and process documentation

Greetings from Foundever. Hiring Only for Candidates from Mumbai Location. Company Name: Foundever. Location - Andheri East (Chandivali) Work Mode: Work from Office Role: Customer Service Representative. Process: Voice / Chat. Requirement: HSC + 6 Months of experience / Graduate freshers can apply. Job Summary: We are seeking a friendly and efficient Customer Service Representative to join our team. The ideal candidate will provide exceptional support to our customers by addressing inquiries, resolving issues, and ensuring a positive customer experience. Key Responsibilities: Respond promptly and professionally to customer inquiries via phone, email, chat. Assist customers with product or service questions, order processing, and troubleshooting. Resolve customer complaints and issues with patience and empathy. Maintain accurate customer records and document interactions in the CRM system. Collaborate with other departments to ensure timely resolution of customer concerns. Provide product information, updates, and recommendations when appropriate. Follow company policies and procedures to maintain quality standards. Identify opportunities to improve the customer experience and suggest process enhancements. Skill: Excellent Communication Skills (Spoken and Written). Customer Service Skills. Shift Timings: 6am to Midnight 12 (Any 9 hours rotational shift) Working Days: 6 Days Working with one rotational weekly off. Candidate should be comfortable working in night shifts Age Eligibility: 20 years to 39 years. Candidates should be available for immediate joining. Approx. Salary = Between 16,000 Up to 18,000 + Performance Incentives. Depending Upon the HR Round Salary Will be offered. Transport Facility: Centralized Pick Up and Drop from Andheri Station and Ghatkopar Station. One way Pickup OR Drop from your Doorstep depending upon the shift timings. Candidates those who are interested to apply. Connect on call with HR Manali Pawar 9324290301. OR Kindly drop your resume on below mail ID manali.pawar@foundever.com

1.Make welcome call to students and educate them about student portal 2. Understand student’s concerns, manage escalations & provide solutions 4. Ongoing support & Payment follow-up 5. Coordinate with cross functional team Required Candidate profile Sound communication skill Language proficiency :- kannada, English Willing to learn and work fulltime from office

Roles & Responsibilities Analysis Strong Analytical skills with an ability to draw conclusions from data. Process improvements/ optimization done for the respective process. Ability to think Out of box and provide solution. Understanding of the Business situation and capability to address issues. Open to go beyond the call of the duty to exceed expectations. Patience while giving feedback, Open to change, multi-tasking skills, Interpersonal skill. Reports Ability to work on data and generate various types of reports. Able to work in multiple processes; flexible and eager to pick additional responsibilities/ activities. Must be able to conduct audits, trainings, floor support and supervise shifts (if required) Driving quality initiatives in the team to minimize Escalations. For any queries Whatsapp - 9082299130 Mail resume on - matildad@hexaware.com

Experience required: Minimum 18 months experience as a Team Lead in voice process Minimum 5 year of overall work experience in premium contact centers. Responsibilities: Supervise and manage the daily activities of the operations team members Develop and implement operational procedures to improve efficiency and effectiveness Ensure appropriate staffing levels are maintained to meet organizational objectives Develop and oversee training programs to enhance the skills and knowledge of operations team members Manage and track team KPIs and ensure goals are met or exceeded Coordinate with other departments to ensure seamless flow of operations Provide regular reports on team activities, successes, and challenges to senior management Identify process improvement opportunities and lead initiatives to implement Should be flexible with rotational shifts, and rotational week off. Interested, please share your updated resume to matildad@hexaware.com /WhatsApp - 9082299130

looking for experienced executive & Escalation Specialist to liaise with customers to resolve escalations & complaint from our clients Communicate directly with customers, suppliers & internally with team & senior management Call 9235457455 Deepti

This role includes pure customer support *Client - Department coordination for claims settlement, correction in Policy papers if required & more 9 hrs rotational shifts between 8 am to 9 pm 6 rotational week offs *Note: This is not a back office role Required Candidate profile HSC/Graduate/Post Graduate - Work on insurance co. Payroll Fresher/Exp in any Voice support can apply Fluent English is a must Call 9082104424 Sanika email-hyflyhr9@gmail.com www.hyfly.in Perks and benefits Incentives, Annual bonus, Mediclaim, transport

JOB DESCRIPTION Job Title: Customer Care Manager Complaints Desk Management Location: Bengaluru Department: Customer Care-Tanishq Reports To: Head-Customer Care Level: L5/L6 Job Overview: We are looking for a proactive Customer Care Manager - Complaints Desk to lead the eicient handling and resolution of customer complaints. This role involves overseeing workload distribution, improving turnaround times (TAT), ensuring high-quality complaint resolution, and implementing preventive measures. You will be responsible for maintaining performance standards and administering incentives to optimize team productivity. The ideal candidate would have demonstrated experience in managing large teams or call centres to ensure resolution of complaints within stipulated time and within quality standards. Key Responsibilities: ¢ ¢ ¢ ¢ Load Assessment and Capacity Planning: o Evaluate complaint volumes and manage capacity planning to ensure the team can eectively handle the workload. Incentive Administration: Develop and administer incentive programs that align with performance goals, o motivating the team to achieve optimal results. TAT (Turnaround Time) Optimization: o Continuously monitor and enhance complaint resolution processes to improve turnaround times while maintaining quality standards. Quality Assessment: Conduct regular quality assessments of the complaint-handling process to o ensure consistent, high-standard responses and resolutions. Schemes Refund Prevention: o Develop strategies to minimize refunds by identifying root causes of issues and proactively addressing them. Preventive Action Identication: o Analyze complaint trends and identify preventive actions that can be implemented to reduce future complaints and improve overall customer experience. ¢ Training and Development: Sensi¢vity: Internal o Oversee the continuous training and development of the complaints desk team to ensure they are equipped with the necessary skills and knowledge to deliver high-quality service. Qualications: ¢ ¢ Bachelors degree in Business Administration, Customer Service, or a related eld. 5+ years of experience in customer care or complaint resolution, with at least 2 years in a leadership role. ¢ ¢ ¢ ¢ Strong analytical skills and experience in data-driven decision-making. Excellent communication and interpersonal skills. Ability to manage and motivate a team to achieve performance goals. Experience in process optimization and capacity planning is a plus. Sensi¢vity: Internal

About The Role : Role Purpose The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations Do Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup) Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution Conduct technology capacity planning by reviewing the current and future requirements Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable Strategize & implement disaster recovery plans and create and implement backup and recovery plans Manage the day-to-day operations of the tower Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges Develop shift roster for the team to ensure no disruption in the tower Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc. Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Train direct reportees to make right recruitment and selection decisions Talent Management Ensure 100% compliance to Wipros standards of adequate onboarding and training for team members to enhance capability & effectiveness Build an internal talent pool of HiPos and ensure their career progression within the organization Promote diversity in leadership positions Performance Management Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team Exercise employee recognition and appreciation Deliver NoPerformance ParameterMeasure1Operations of the towerSLA adherence Knowledge management CSAT/ Customer Experience Identification of risk issues and mitigation plans Knowledge management2New projectsTimely delivery Avoid unauthorised changes No formal escalations

Wipro Limited (NYSEWIT, BSE507685, NSEWIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. About The Role - SAP BTP CPI + PI PO Role: SAP BTP CPI + PI PO Sr SAP BTP resource with strong Hands-on on interface development experience in SAP PO & BTP Cloud Integration. Hands on experience with CPI integration with HRSF module is mandatory Minimum 6+ years’ experience in SAP PO and 5+ Years experience in HCI/CPI/Integration Suit as senior developer Excellent English communication skills both written and verbal. Experienced in working in Agile & DevOps. Hands-on in java message mappings, XSLT, groovy scripts & custom module developments. Experienced in implementing integration patters and able to ensure safeguarding integration principles and policies. Experienced in working offshore / onsite setup ? Do: Independently work as an expert in the respective SAP technical workstream for an SAP implementation/conversion/development/enhancement /support project High level design, detailed design and develop technical / integration solutions to meet those needs Work with clients to understand their business needs and processes Participate in technical and technology workshops to understand and deliver integration requirements Drive client discussions to define the integration requirements and translate the requirements to the technical solution Provide training and support to end-users Write technical specifications and test plan for development team to ensure test driven development Manage projects and timelines Provide expert support to various projects and delivery engagements as and when required Drive innovation/transformation agenda in large existing accounts, provide delivery Provide delivery support and escalation management Interaction with SAP and with party partners ? Deliver: No. Performance Parameter Measure 1. Job Knowledge Consider existing skill levels & measure cross skills & upskills acquired to remain current on new development in respective SAP Technical module 2. Customer Satisfaction As defined by clients SLAs 3. Manging change & Improvement Measure effectiveness in initiating changes, adapting to changes from old methods when they are no longer effective Measure overall adaptability/flexibility to move from one project to another project 4. Functional Leadership Measure effectiveness in accomplishing work assignments through subordinates; delegating & coordinating effectively 5. Customer Responsiveness Measure Responsiveness & courtesy in dealing with external customer, internal staff, teammates in courteous manner ? ? Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

Skill required: Contract Services - Contract management Designation: Procurement Practice Specialist Qualifications: Any Graduation Years of Experience: 7 to 11 years Language - Ability: English(International) - Expert What would you do? Go beyond processing purchase orders at lower costs to help clients reap savings and value from the billions they spend on the goods and services that run their day-to-day business operations. You will be working as a part of Procurement management team which uses a systematic approach for buying all the goods and services needed for a company to stay sustainable. They are involved in the identification of need, finding and qualifying the suppliers, requesting proposals, negotiating with suppliers, contracting, delivery and analyzing results.You will be responsible for Contract management wherein you will manage the processes whereby the performance of client work is coordinated with the contract rights and obligations of the parties to ensure contract compliance (or that the contract is modified as appropriate). It also involves managing contract creation, execution and analysis to maximize operational and financial performance at an organization, all while reducing financial risk. The team works on creating and reviewing contracts, contract summary creation, contract management with experience in the legal background. What are we looking for? Knowledge of Contract ManagementAdvanced Knowledge of Microsoft Office (excel and ppt)Client Management, Escalation Management, Verbal and Written communication Roles and Responsibilities: In this role you are required to do analysis and solving of moderately complex problems May create new solutions, leveraging and, where needed, adapting existing methods and procedures The person would require understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor May interact with peers and/or management levels at a client and/or within Accenture Guidance would be provided when determining methods and procedures on new assignments Decisions made by you will often impact the team in which they reside Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts Qualifications Any Graduation

Wipro Limited (NYSEWIT, BSE507685, NSEWIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. About The Role Role Purpose The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations ? Do Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup) Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution Conduct technology capacity planning by reviewing the current and future requirements Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable Strategize & implement disaster recovery plans and create and implement backup and recovery plans Manage the day-to-day operations of the tower Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges Develop shift roster for the team to ensure no disruption in the tower Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc. Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness ? Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Train direct reportees to make right recruitment and selection decisions Talent Management Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness Build an internal talent pool of HiPos and ensure their career progression within the organization Promote diversity in leadership positions Performance Management Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team Exercise employee recognition and appreciation ? Deliver NoPerformance ParameterMeasure1Operations of the towerSLA adherence Knowledge management CSAT/ Customer Experience Identification of risk issues and mitigation plans Knowledge management2New projectsTimely delivery Avoid unauthorised changes No formal escalations ? Reinvent your world.We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

Location - Pune/ Coimbatore / Delhi. The JD of the candidate we are looking for is : The Customer Support Manager will be responsible for managing post-sales support operations for the Consumer PC segment. This role involves coordinating with retailers, distributors, authorized service providers (ASPs), and end customers to ensure high-quality support, prompt issue resolution, and strong customer satisfaction (CSAT). The ideal candidate should have experience in technical support, vendor management, and customer relationship management in a consumer tech environment. Experience preferred: 5 to 8 years of experience in customer support or service operations, preferably in the consumer electronics or PC industry. Experience in handling partner/vendor management, escalation handling, and customer satisfaction initiatives. Familiarity with CRM tools, ticketing systems, and field service platforms. Key Responsibilities: Customer Issue Resolution: Lead the resolution of service-related issues for end customers, ensuring timely and satisfactory closure. Partner & Retailer Coordination: Act as the key support liaison for retailers, distributors, and channel partners for service-related queries and escalations. ¢ Vendor & ASP Management: Manage and review performance of authorized service providers, drive improvements in TAT (Turnaround Time), FTR (First Time Resolution), and customer satisfaction. ¢ Process Improvement: Identify gaps in current support processes and work cross-functionally to implement improvements. ¢ Team Management: Supervise and coach regional or zonal support executives or contract staff handling front-line customer and partner communication. ¢ Reporting & Analysis : Track and report on key service KPIs such as CSAT, NPS, backlog aging, repeat calls, etc., and suggest corrective actions. ¢ Escalation Handling: Manage high-severity customer escalations and work with internal teams (Tech support, Logistics, WH, etc.) for resolution. ¢ Training & Enablement: Conduct regular training sessions for retail and partner staff to ensure they are updated on support processes and tools. ¢ Compliance: Ensure all support activities follow internal compliance, warranty guidelines, and consumer protection laws. Key Skills: ¢ Excellent communication and interpersonal skills ¢ Strong problem-solving and decision-making abilities ¢ Analytical mindset with proficiency in MS Excel, PowerPoint, and data tools ¢ Ability to multitask, work under pressure, and manage diverse stakeholders ¢ Customer-centric approach with a strong focus on service quality Field support experience

WHAT YOU WILL BE DOING Self-Service Strategy & Optimization: Develop and implement strategies to increase self-service adoption and success rates across all channels (web portal, knowledge base, FAQs, chatbots, etc.). Work closely with product, customer support, and UX/UI teams to ensure self-service tools are intuitive, effective, and aligned with customer needs. Analyze customer behavior and support data to identify areas for improvement in the self-service journey, aiming to reduce the need for human-assisted support. Track self-service ecosystem KPI performance results Knowledge Management: Develop a Knowledge Management Program Adoption of Knowledge Centric Support Implement AI search Deploy a portal login authentication method Create, curate, and maintain high-quality self-service content, including knowledge base articles, FAQs, tutorials, how-to guides, and troubleshooting documentation. Ensure content is accurate, up-to-date, easily searchable, and optimized for findability. Implement a content review and approval process to maintain quality and consistency. Customer Portal: Develop our customer support portal, ensuring seamless integration with our technical support platform. Configure Support Portal to optimize self-service functionality, knowledge base organization, and user experience. Leverage analytics to track self-service usage, identify trends, and measure the effectiveness of self-service initiatives. Implicit and Explicit Deflection: Implement and optimize chatbots, FAQs, knowledge bases, and other self-help tools to proactively address customer needs and deflect support requests. Collaborate with the customer support team to identify opportunities for explicit deflection, guiding customers toward relevant self-service resources. Reporting and Analytics: Track and analyze key self-service metrics, including self-service success rates, implicit and explicit deflection rates, customer effort scores, and CSAT. Develop dashboards and reports to communicate the impact of self-service efforts to leadership and stakeholders. Continuous Improvement & Innovation: Stay informed about the latest trends and best practices in knowledge management and self-service support. Identify and implement innovative solutions to enhance the self-service experience and drive continuous improvement. WHAT YOU BRING 10+ years of proven experience in customer support, operations, or a similar role focusing on self-service platforms and knowledge management. Hands-on experience with Khoros, Freshservice or similar platforms. Strong analytical skills with a focus on data-driven decision-making, particularly around self-service KPIs. Excellent writing and content creation skills, with the ability to communicate technical information clearly and concisely. Strong project management skills, with the ability to work cross-functionally and manage multiple initiatives. Excellent communication and stakeholder management skills. Experience in the SaaS or IGA/IAM/PAM space. Familiarity with automation tools and AI-driven customer support solutions. Experience with SEO principles and practices. Experience with A/B testing Preferred candidate profile

Responsibilities: Resolving queries end to end and ensure zero repeat and escalations. CGO is also responsible for managing customer grievances in the defined timelines Responsible for one or more districts and will visit the designated locations in each district for defined duration Will take care of operations activities in assigned geography Will attend all complaints coming from customers. CGO will collate complaints submitted in the access point and share with the central team through CRM. CGO in their capacity as frontline ambassadors of the bank, enlighten the customers of the grievance redressal mechanism, time frame for resolution of their complaints, name, address and contact number of Principal Nodal Officer, Contact details of Banking Ombudsman of the area. He/S he should have updated knowledge of the banks policy relating to various products offered by it and its terms and conditions. Contact the concerned either by phone, e-mail or in person, to get the grievance redressed say within a day, if the complaint is in respect of a particular customer, CGO should explain the Complaint escalation mechanism to the complainant. Give high priority to the complaints received through the Banking Ombudsman, Consumer Education and Protection Department of Reserve Bank of India and Consumer forums. Promote and market the new and existing products and services introduced by the bank. Follow all banking polices as determined by the board of directors or owners of the bank. Requirements: A positive and outgoing attitude, with a passion for customer interaction Excellent communication and interpersonal skills Ability to work independently and take initiative Willingness to travel to different locations as required Previous experience in sales or field-related roles is a plus, but not necessary

Responsibilities: Resolving queries end to end and ensure zero repeat and escalations. CGO is also responsible for managing customer grievances in the defined timelines Responsible for one or more districts and will visit the designated locations in each district for defined duration Will take care of operations activities in assigned geography Will attend all complaints coming from customers. CGO will collate complaints submitted in the access point and share with the central team through CRM. CGO in their capacity as frontline ambassadors of the bank, enlighten the customers of the grievance redressal mechanism, time frame for resolution of their complaints, name, address and contact number of Principal Nodal Officer, Contact details of Banking Ombudsman of the area. He/S he should have updated knowledge of the banks policy relating to various products offered by it and its terms and conditions. Contact the concerned either by phone, e-mail or in person, to get the grievance redressed say within a day, if the complaint is in respect of a particular customer, CGO should explain the Complaint escalation mechanism to the complainant. Give high priority to the complaints received through the Banking Ombudsman, Consumer Education and Protection Department of Reserve Bank of India and Consumer forums. Promote and market the new and existing products and services introduced by the bank. Follow all banking polices as determined by the board of directors or owners of the bank. Requirements: A positive and outgoing attitude, with a passion for customer interaction Excellent communication and interpersonal skills Ability to work independently and take initiative Willingness to travel to different locations as required Previous experience in sales or field-related roles is a plus, but not necessary

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

Manager/Team Lead - Customer Service/Operational Management - BPO/KPO 7+ Years - Pune Location - Pune Summary - We are hiring a dynamic and experienced Customer Service Manager to lead our call center operations. This leadership role is ideal for professionals with a proven track record in managing large customer service teams, driving operational efficiency, and delivering top-tier customer experiences. If you thrive in a high-paced environment and have a passion for service excellence, wed love to connect. Your Future Employer - Join a customer-first organization that values innovation, people leadership, and data-driven decision-making. Be part of a fast-growing team that strives to deliver exceptional customer service and operational success while creating a collaborative and rewarding work environment. Responsibilities - Lead, mentor, and develop a team of supervisors and customer service agents. Oversee daily call center operations including scheduling, performance tracking, and workload balancing. Monitor KPIs such as CSAT, FCR, SLA, AHT, and agent utilization. Use analytics to enhance workflows and drive performance improvements. Handle escalations and ensure prompt resolution of customer issues. Collaborate with internal departments (IT, Sales, Product) for service excellence. Lead operational processes for insurance services including claims and policy administration. Ensure compliance with industry regulations and company policies. Drive process improvements and operational automation initiatives. Deliver reports and insights to senior management using tools like Power BI. Requirements - Bachelor’s degree in any field. 7+ years of experience in customer service or contact center leadership. Strong knowledge of contact center tools (CRM, IVR, ACD, WFM). Excellent leadership, coaching, and people management skills. Strong communication, problem-solving, and organizational abilities. Familiarity with insurance processes and industry compliance. Proficiency in MS Office and insurance management software. Willingness to work in 24/7 rotational shifts. What is in it for you – Opportunity to lead high-impact operations for a growing team. Work in a collaborative, innovative, and inclusive culture. Exposure to cross-functional leadership and strategic decision-making. Career growth opportunities within a fast-paced environment. Competitive compensation and benefits. Reach us : If you think this role is aligned with your career, kindly write me an email along with your updated CV on vasu.joshi@crescendogroup.in for a confidential discussion on the role. Disclaimer : Crescendo Global 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 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 Pune, Customer Service Manager Jobs, Insurance BPO Jobs, Call Center Operations, Contact Center Leadership, Customer Experience, SLA Management, Escalation Handling, CRM Tools, IVR Systems, AHT Reduction, FCR Improvement, Jobs for Managers, Team Leadership in BPO.

Role & responsibilities Customer support & customer satisfaction skills Excellent interpersonal & communication skills Ability to prioritize and multitask in a fast-paced environment Experience in a similar customer facing role Knowledge of computer, MS excel, outlook Could speak to internal & external customers for queries & keep strong follow up