285 Rta Jobs - Page 12

Wipro Limited (NYSE:WIT, BSE:507685, NSE:WIPRO) 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. Analyst Responsibilities: Undergo process training and clear assessments and OJT before working on live production Production work will include: checking Offer expiry status and change if required checking Solicitors details and change if required Checking on Administration details/offer condition and retention details if required Review email and make changes to the product/fee/tenure/applicant information as per broker request flag cases back to UWA where changes required Verifying Certificate of title and release funds via spreadsheet ability to work in a time bound process and maintain expected quality and service levels Quick thinking and decision-making ability Should be flexible in extending shift hours on a need basis including providing coverage on Saturdays basis schedules Comply with quality and security processes defined for the engagement 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.

Assist with various workforce system (NICE IEX) administrative tasks to ensure accurate performance tracking and process workflows Real-time monitoring of performance across all channels, including the execution of channel-flexing and escalation actions Day-to-day management of scheduling requests, work distribution, and agent productivity Cadenced reporting to leadership on key performance metrics, including targeted recommendations Administration of system profiles, scheduling, and call-out updates Identify and raise issues with staffing/scheduling, and make data-driven recommendations for corrective action Develop a strong understanding of staffing frameworks at the intraweek and intraday level, track performance against expected patterns, and adjust intra-day forecasts accordingly Deploy sound quantitative analytical technique to clean data-sets, identify outliers and smooth distributions used in compilation of forecasts Build a strong understanding of Toast customer contact drivers and agent workflows, including agent-facing scheduling requests and processes Devise and document processes for intra-day actions, workforce team processes, and agent/manager-facing workflows Partner with Scheduling, Forecasting, and System Administration teams to ensure fluid lines of communication Effectively communicate with BPO partners to address performance and operational opportunities Do you have the right ingredients* Highly motivated, works effectively both independently and as part of a team Experience with Excel/Google Sheets Advanced critical thinking skills Data-driven communication skills, tailored to a varied audience Bread puns encouraged but not required Special Sauce(Nonessential Skills/Nice to Haves) Workforce Planning Software experience (ie NICE, Aspect, etc) Hands-on Real-Time Management experience, knowledge of associated Best-Practices Experience with forecasting/staffing models Salesforce, Intercom and/or Five9 experience Python R, BigQuery, Data Studio Looker Experience Business Intelligence databases (i.e. SQL, SAS, Informix, Cognos, Alteryx, Tableau, PowerBI), and pulling data from multiple sources Important Notes* This position will have to work some company holidays Shifts will follow Eastern Time (U.S.), so working hours will change with Daylight savings

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Senior Analyst Qualifications: Any Graduation Years of Experience: 5 to 8 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Acts as a liaison between all WFM towers and stakeholders (Operations and clients) Proficient in Verint WFM tool Roles and Responsibilities: Review, validate and ensure timely delivery and accuracy of reports prepared by Intraday Analysts as well as from other WFM disciplines (Forecasting, Capacity Planning, Scheduling and Reporting). Responsible for developing and ensuring integrity and consistency of set WFM processes/procedures applicable to the accounts being handled. Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.Ability to extract, manipulate and present data from WFM application /manual platform. Ability to maximize benefits from WFM application by utilizing the full functionality. Manage internal and external audit with processes and controls in place. Conduct monthly coaching and performance feedback to their direct reportsMust demonstrate sound arithmetic, analytical and problem solving skills.Ability to work with minimal supervision and support Operational requirements and objectives.Ability to adapt to workload and multitask with attention to detail in a dynamic environment.Excellent people and client management skillsEffectively manage relationships with senior management, clients and own teams, to the highest level of integrity and professionalism. Ability to communicate with all levels of internal management, analysts and stakeholders (Operations and clients) on a+D27 professional level. Ability to reprioritize, delegate and set expectations to client and customer satisfaction. Ability to conduct a full root cause analysis on operational performance with the ability to turn findings into a robust improvement plan.Manage variability of intraday management in the processes effectively. Train and coach Intraday Analysts on intraday concepts and to be able to execute intraday techniques that would assist Operations in meeting KPI. Qualifications Any Graduation

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Senior Analyst Qualifications: Any Graduation Years of Experience: 5 to 8 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Acts as a liaison between all WFM towers and stakeholders (Operations and clients) Proficient in Verint WFM tool Roles and Responsibilities: Review, validate and ensure timely delivery and accuracy of reports prepared by Intraday Analysts as well as from other WFM disciplines (Forecasting, Capacity Planning, Scheduling and Reporting). Responsible for developing and ensuring integrity and consistency of set WFM processes/procedures applicable to the accounts being handled. Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.Ability to extract, manipulate and present data from WFM application /manual platform. Ability to maximize benefits from WFM application by utilizing the full functionality. Manage internal and external audit with processes and controls in place. Conduct monthly coaching and performance feedback to their direct reportsMust demonstrate sound arithmetic, analytical and problem solving skills.Ability to work with minimal supervision and support Operational requirements and objectives.Ability to adapt to workload and multitask with attention to detail in a dynamic environment.Excellent people and client management skillsEffectively manage relationships with senior management, clients and own teams, to the highest level of integrity and professionalism. Ability to communicate with all levels of internal management, analysts and stakeholders (Operations and clients) on a+D27 professional level. Ability to reprioritize, delegate and set expectations to client and customer satisfaction. Ability to conduct a full root cause analysis on operational performance with the ability to turn findings into a robust improvement plan.Manage variability of intraday management in the processes effectively. Train and coach Intraday Analysts on intraday concepts and to be able to execute intraday techniques that would assist Operations in meeting KPI. Qualifications Any Graduation

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Ability to work with minimal supervision and support Operational requirements and objectives.Ability to adapt to workload and multitask with attention to detail in a dynamic environment.Proficient in Verint WFM tool Roles and Responsibilities: Review, validate and ensure timely delivery and accuracy of reports prepared by Intraday Analysts as well as from other WFM disciplines (Forecasting, Capacity Planning, Scheduling and Reporting). Responsible for developing and ensuring integrity and consistency of set WFM processes/procedures applicable to the accounts being handled. Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.Ability to extract, manipulate and present data from WFM application /manual platform. Ability to maximize benefits from WFM application by utilizing the full functionality. Manage internal and external audit with processes and controls in place. Conduct monthly coaching and performance feedback to their direct reports You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualifications Any Graduation

Role & responsibilities Manage the call volume, daily attendance and program break schedules Assist with creation if metrics and targets for services Work closely with the operations team to analyze and help improve their delivery processes Generate ideas for process and service improvement planning Produce daily, biweekly and monthly internal reports Use trends and reports to forecast requirements Assist with projects and other duties as requested or assigned Demonstrate sound work ethic Must have advanced level Microsoft Excel skills Including advanced formulas, also Word and Email VBA macros an asset Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin an asset Ability to create reports in Excel and forecast results Attention to detail and high level of accuracy Ability to multi-task, focus and complete reports for extended periods of time Previous call center experience required Previous Work Force Management experience is considered an asset Preferred candidate profile Candidate is interested for above location can apply comfortable for domestic process Perks and benefits As per company policy

Skill required: Trust & Safety - Workforce Management (WFM) Designation: Measurement & Report Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years Language - Ability: English - Proficient What would you do? The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.Enables a superior brand experience , accelerates responsible growth and creates a secure environment.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Demonstrate sound work ethic Must have advanced level Microsoft Excel/Word/Powerpoint and Google Sheet/Doc Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin or similar tool will be an added asset Ability to create reports in Excel/Sheet and forecast results Attention to detail and high level of accuracy Ability to multi-task, focus and complete reports for extended periods of time Previous call center experience required Adaptable and flexible Ability to perform under pressure Written and verbal communication Strong analytical skills Ability to meet deadlines Ability to take initiative Flexible team player with a positive attitude Must have good time management with the ability to work with minimal supervision and under tight timelines Capable of managing multiple, simultaneous projects Must be friendly and professional with a positive attitude Organized with the ability to quickly and effectively adapt to change Excellent attendance record Able to communicate professionally - oral and written Problem solving skills Roles and Responsibilities: Manage the call volume, daily attendance and program break schedules Assist with creation of metrics and targets for services Work closely with the operations team to analyze and help improve their delivery processes Generate ideas for process and service improvement planning Produce daily, biweekly and monthly internal reports Use trends and reports to forecast requirements Assist with projects and other duties as requested or assigned In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts 100% Work from Office Should be flexible for rotational shift to cover 24 hrs window Qualifications Any Graduation

• Rostering of Faculty, Resource Utilization (Classroom and Faculty), • Batch Formation, Facilitating Monthly Faculty Meet, • Course ware distribution, Student Grooming Check • Coordination with all departments • Supporting Placement related activities Roles and Responsibilities • Rostering of Faculty, Resource Utilization (Classroom and Faculty), • Batch Formation, Facilitating Monthly Faculty Meet, • Course ware distribution, Student Grooming Check • Coordination with all departments • Supporting Placement related activities

Skill required: Trust & Safety - Workforce Management (WFM) Designation: Workforce Services New Associate Qualifications: Any Graduation Years of Experience: 0 to 1 years What would you do? Enables a superior brand experience , accelerates responsible growth and creates a secure environmentDUTIES AND RESPONSIBILITIES: Monitor daily operational metrics (SLA/KPI s/Adherences etc...) on real time basis Publishing real time reports for performance monitoring ,coordinating with internal/ external stake holders as in when required Preparing RCA, Maintaining Downtime trackers , Proposing schedule changes to meet performance , Acting on Roster Swap / Week off Swap / Break Swap requested received through email or tool. Deliver timely ad hoc and standard operational reports Work with process subject matter experts from each functional team Assist in designing insightful report views (excel-based or tool-based or dashboards) Provide regular and ad-hoc results interpretation to Accenture management as requestedYou will be responsible for analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system.Due to the nature of the role,the individual may be exposed to flashing lights or contrasting light and dark patterns.Content moderation is meaningful work that helps keep the internet safe.It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content(e.g., graphic, violent, sexual, or egregious).Therefore, content moderators need strong resilience and coping skills.We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities.The Workforce Management team focuses on maximizing performance levels and competency for an organization.This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics.This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity.The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance.This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies.They also ensure adherence to revenue and cost targets, own efficiency improvement goals.This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Utilize data to identify trends and opportunities for improvement Work with other teams and stakeholders to identify opportunities to improve performance results in accordance with contractual agreements between Accenture, vendors and clients Perform Quality Assurance (QA) on reporting analysis performed by other reporting groups as needed KEY QUALIFICATIONS/SKILLS Graduate with 2 years of working experience with Metrics and Reporting Make/propose improvements to work products, services or processes Excellent oral and written communication skills. Comply with Accenture standards, procedures and policies Build skills (self or others) needed to execute responsibilities Working experience on WFM tools, applications and functions is preferredOVERALL PURPOSE OF JOB:Responsible to execute all WFM related activities as directed by function and/or supervisor. Exhibit collaboration and effective communication skills to generate quality outcomes. Whenever necessary do the root cause analysis for leadership and/or client. ** Willing to work in 24*7 environment with rotational shifts and Week offs .Active participation in Accenture's well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being. Review, classify and/or remove content according to client guidelines, using specific tools and channels Understand and remain updated on changing client policies and guidelines Investigate, resolve, and relay complex content issues to the broader Trust and Safety team Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your primary interaction is within your own team and your direct supervisor In this role you will be given detailed instructions on all tasks The decisions that you make impact your own work and are closely supervised You will be an individual contributor as a part of a team with a predetermined, narrow scope of work Please note that this role may require you to work in rotational shifts Strong coping, emotional resilience, and stress-management skills Excellent comprehension, communication, and (insert language) skills Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies Strong attention to detail Comfort synthesizing and analyzing information from multiple streams Strong critical thinking and decision-making skills Qualifications Any Graduation

The Strategy & Consulting Global Network SONG Practice | Command center of future Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change. Practice: SONG I Areas of Work: Workforce Solution and Process Design and Implementation | Level: Analyst /Consultant | Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp: 2-8 years Explore an Exciting Career at Accenture Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest? Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting Global Network, SONG practice. The Strategy & Consulting Global Network Song Consulting practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you work on transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner. You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you will drive the following: Delivery of design and delivery in Customer Services domain :Workforce Optimization using various popular platforms available in the marker, designing target operating model for WFM processes based on the clients requirements Deploy popular WFM solutions like Verint, NICE, Calabrio, Aspect: Ability to create forecasting models using based on the clients inputs and add business / campaign input to the forecasting by liaising with the marketing team Create the capacity planning models based on the clients local labor laws :Propose scheduling models based on the clients input and process design for real time queue management, incident management etc Train and mentor the clients in-house team on WFM processes :Exchange best practices across both technical and functional experience on Customer Service Domain Identify and structure key issues into an issue-tree and set of hypotheses and plan and conduct research and analyses that address the most appropriate issues. Understand companys key strategic and operational issues spanning market definition, industry trends, and so on. Develop innovative, fact-based and achievable strategies and operating models after evaluation of multiple strategic options. Bring your best skills forward to excel at the role: Use strong and a well-established record of accomplishments in designing: Deliver speech analytics solutions and/or platforms Deep-dive with experience across the following characteristics: Experience in enabling WFM platforms including creating WFM processes Ability to use WFM software NICE, Verint, Calabrio, Aspect. Experience in implementing WFM platform including infrastructure design, deployment and ongoing operational run. Experience in contact center operations including operational and performance excellence Define WFM solutions: Apply gap analysis, design and implementation. Create business cases effectively: Maximize experience in ROI generation and project management of solution deployment. Read about us. Blogs Qualifications Your experience counts! MBA from a tier 1 institute 2-8 years of experience in working with WFM solutions – generating Forecasting, complex capacity models, scheduling, RTA and reporting . Designing and implementing WFM solutions for any industry 4+ years of project management experience. Consulting experience (Optional) What’s in it for you? An opportunity to work on transformative projects with key G2000 clients Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization. About Accenture: Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com About Accenture Strategy & Consulting Global Network: Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Capability Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Capability Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world.For more information visit https://www.accenture.com/in-en/careers Accenture Global Network Song | Accenture in One Word At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.