532 Rta Jobs - Page 21

Job Description: Nirvasa Healthcare Pvt. Ltd. is looking for an experienced Real-Time Manager (RTM) to join our dynamic BPO team. The ideal candidate will have hands-on experience in real-time monitoring, workforce coordination, and shrinkage management. Key Responsibilities: Monitor real-time queue performance and agent adherence Manage schedule exceptions (SL/AL/breaks) and staffing requirements Coordinate with WFM and operations to maintain SLA and productivity Prepare and share performance dashboards and reports Proactively identify gaps and suggest improvements in real-time operations Key Skills: Real-Time Monitoring (RTM) Shrinkage Management (SL/AL) Workforce Management Tools Communication & Coordination BPO Operations Understanding Candidate Profile: Minimum 2 years of experience as an RTM in a BPO environment Strong analytical and decision-making skills Proficiency in Excel and WFM platforms/tools Contact Details: Send your resume to: saloni1.talwar@nirvasa.com Contact Number: 88519 49919

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? Workforce Analytics Problem-solving skills Ability to work well in a team Prioritization of workload Strong analytical skills Scheduling/Real time Management Roles and Responsibilities: In this role you are required to do analysis and solving of increasingly complex problems Your day to day interactions are with peers within Accenture You are likely to have some interaction with clients and/or Accenture management You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments Decisions that are made by you impact your own work and may impact the work of others In this role you would be an individual contributor and/or oversee a small work effort and/or team Please note that this role may require you to work in rotational shifts 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 Should have strong analytical skills and attention to detail along with positive professional attitude and the ability to work in a team environment Should be well versed in generating data analysis and reportingWFM Tools Competency with IEX or Aspect or BluePumpkin Exposure to at least one of the Voice ACD tools like Avaya CMS Nortel Genesys etc Provide accurate and timely weekly monthly MIS reports Would be responsible for RTA and Scheduling activity Escalating deviation to the planned schedules Excellent communication skill in oral and written Ability to manage allocated tasks and perform them with little supervision Would be responsible for analyzing data to ensure accuracy

Job Title - GN - SONG - MT - Workforce Intelligence - Specialist Management Level: 09/ Specialist Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai Must have skills: Workforce Management (WFM) Good to have skills: Project Management Job Summary :You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance. Roles & Responsibilities: 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 client's requirements Deploy popular WFM solutions like Verint, NICE, Calabrio, Aspect: Ability to create forecasting models using based on the client's inputs and add business / campaign input to the forecasting by liaising with the marketing team Create the capacity planning models based on the client's local labor laws :Propose scheduling models based on the client's input and process design for real time queue management, incident management etc Train and mentor the client's 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 company's 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. Professional & Technical Skills: 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. Additional Information: 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 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 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at About Accenture Strategy & Consulting: 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 Strategys services include those provided by our Global Network a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Global 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 | At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, . Qualifications Experience: Minimum 4+ year(s) of experience is required Educational Qualification: MBA/PGDM from a tier 1 or 2

Dear Applicants, Job description Were looking for candidates with knowledge and capability in terms of managing resources / manpower using different resource management and deployment tools within Omega GDS Assurance. Your key responsibilities Timely updating of resource schedules on scheduling tools (ARMS/Retain) Timely review and resolution of scheduling conflicts. Proactive review of resource availability /resource requirements. Mailbox management and fulfilling the scheduling requests coming through mails in defined TAT. Optimization of resource utilization through effective schedule management. Basic reporting and analysis. Skills and attributes for success Good verbal and written communication skills. Basic knowledge of MS Excel. Excellent teaming and interpersonal skills. Positive attitude and ability to excel under tight timelines. To qualify for the role, you must have Graduates with 1-3 years of relevant resource management/workforce management / exposure in General Operations with strong acumen in resource management preferred. Ideally, youll also have Basis knowledge on MS Excel Ms - Office Interest in business and commerciality. What we look for A Team of people with commercial acumen, technical experience and enthusiasm to learn new things in this fast-moving environment An opportunity to be part of a market-leading, multi-disciplinary team in the only integrated global assurance business worldwide. Opportunity to work with Omega's GDS Assurance practices globally with leading businesses across a range of industries Interested applicants can mail your resume to Lakshmi.Gopi@omegahms.com or contact @9901340050 ( Timing 12.00 Pm to 4 PM )

Possess strong knowledge of Oracle Utilities Customer Care and Billing functional aspect (utilities domain) and worked on CC&B/C2M/CCS testing as a functional tester or test lead for minimum 2-4 implementation projects Possess strong understanding of CC&B functionalities, processes and screen navigation Ability to understand the business design documents and functional design documents and convert them to test scenarios and test cases Knowledge in preparing test data for CC&B application Hands on any automation tool for CC&B testing Experience in guiding and mentoring junior testers for CC&B testing Experience in writing and defining overall test strategy Experience in producing and handling Traceability matrix Expertise in any two modules: V set Up, Credit &Collection, Sales and Marketing, Billing, Payment, Rate etc. In depth knowledge of Meter to Cash flow and billing Strong knowledge of SQL Analyze issues based on error received while testing Personal Skills: Good written and verbal communication skills Should be able to work independently, as well as in a team environment. Should be able to pick any new technology, research it and implement it in short time frame.

Role Overview: We are looking for a proactive and detail-oriented Senior Executive WFM to join our R360 Operations team. The ideal candidate will play a key role in managing real-time operations, workforce planning, and ensuring optimal staffing across processes to meet business targets. Key Responsibilities: Monitor and manage real-time queue performance & adherence metrics. Handle agent scheduling, roster management, and shift planning. Track SLA (Service Level Agreement), shrinkage, occupancy & utilization metrics. Prepare daily, weekly, and monthly performance & attendance reports. Coordinate with Operations, HR, and Training teams for workforce alignment. Conduct capacity planning & forecasting based on historical data and trends. Manage real-time escalations, system downtimes, and unforeseen staffing issues. Ensure accurate data management and dashboard updates on WFM tools. Analyze performance reports and share actionable insights with stakeholders. Work closely with MIS/Reporting teams for automation & dashboard improvements. Skills & Competencies Required: Good understanding of WFM tools, dashboards, and real-time management. Proficient in Excel (Advanced), Google Sheets, and data analytics. Strong communication & coordination skills. Analytical mindset with problem-solving approach. Knowledge of Workforce Management tools like Aspect, IEX, NICE, Verint, or any CRM/WFM platforms (added advantage). Time management and multi-tasking skills in a fast-paced environment. Educational Qualification: Graduate in any discipline. Certification in WFM tools or Data Analytics is a plus. Preferred Experience: 1-4 years of experience in Workforce Management, RTA (Real Time Analyst), MIS Reporting, or WFM Operations role preferably in a BPO/KPO/Health-tech setup.

More Than 2 years exp into RTA WFM Knowledge of Shrinkage, Attrition, service level calculation, KPI Monitoring, Occupancy calculation. International Process Voice/chat Mandatory from BPO Background Permanent WAHA From Home opportunity Female Candidates Preference

About the Job Were looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments. As Real Time Analyst, You Will Evaluate large amounts of data Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members Adjust staffing and scheduling according to changing needs of the business Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients Monitor schedules and escalate issues regarding attendance adherence Work with team members to ensure they know their statistics related to the schedule As Real Time Analyst, You Have High school diploma or equivalent (required) Some post-secondary or completion of post-secondary schooling (preferred) Good communication skills Advanced knowledge of MS Word and Excel Adaptability to learn a variety of software programs A high level of accuracy with regards to data entry Strong analytical and problem solving skills Willingness to learn and adapt to working in a new environment The ability to multitask and self-manage your work day Please share CV at shaik.abdullah02@intouchcx.com or abdulmohammed.kaleem@intouchcx.com

EY- Assurance Staff – Experience Management As part of our EY-Assurance Team, you will be working to ensure effective resource scheduling on scheduling tools, considering resource management guidelines, processes and protocols. The opportunity We’re looking for candidates with knowledge and capability in terms of managing resources / manpower using different resource management and deployment tools within EY GDS Assurance. Your key responsibilities Timely updation of resource schedules on scheduling tools (ARMS/Retain) Timely review and resolution of scheduling conflicts. Proactive review of resource availability /resource requirements. Mailbox management and fulfilling the scheduling requests coming through mails in defined TAT. Optimization of resource utilization through effective schedule management. Basic reporting and analysis. Skills and attributes for success Good verbal and written communication skills. Basic knowledge of MS Excel. Excellent teaming and interpersonal skills. Positive attitude and ability to excel under tight timelines. To qualify for the role, you must have Graduates with 1-3 years of relevant resource management/workforce management / exposure in General Operations with strong acumen in resource management preferred. Ideally, you’ll also have Basis knowledge on MS – Excel Ms - Office Interest in business and commerciality.

Experience Management Associate As an Experience Management Associate, you will be part of an industry leading, high performing team of workforce management professionals providing exceptional client service to our stakeholders and helping our employees gain differential experiences that are aligned to their career aspirations. We provide learning and growth opportunities to build your ability to analyze, innovate, think and act globally. Youll be part of an organization that is focused on optimization, is solution oriented, innovates and provides best in class services to the client serving teams. The opportunity EY Global Delivery Services (EY GDS) is a dynamic and global service delivery network of over 50,000 professionals working across borders, to provide innovative and strategic business solutions to EY member firms and EY clients globally. Experience Management plays a vital role in the firm’s Next Wave strategy and it’s purpose of building a better working world. We offer a great place to work for every person joining EY. At GDS, you will have the opportunity to develop your professional skills in a truly global environment. You will learn and gain experiences from industry leading WFM professionals and a path breaking leadership team. We invest in your learning and development. We’ll help you develop the technical and soft skills you need. We support your professional development with a combination of learning, networking, experiences, and coaching. As part of a 300+ member team, supporting 4 unique Service Lines, you will always have opportunities to showcase your skills and contribute to the firm’s strategic initiatives. Your key responsibilities As an Experience Management Associate, you will be responsible for managing staffing demands, monitor the demand intake channels, review demand projections, schedule individuals on projects, optimize employee utilization and bench management. Some of your key responsibilities include: Calculate staff requirements based on demand projections. Create staff schedules to maximize service and minimize cost. Timely update of resource schedules on the schedule management tool (Retain). Timely review and resolution of scheduling conflicts. Proactive review of resource availability/future project demands. Minimize open, unfulfilled demand. Mailbox management. Optimization of resource utilization through effective resource deployment. Basic reporting and analysis. Skills and attributes for success Graduates with 0-1 year of relevant workforce management experience. Non-resource management professionals with 1 year of general work experience in any field of work, that display required skillset competencies can also be hired as Associate in resource management team. To qualify for the role, you must have Good verbal and written communication skills. Basic knowledge of MS Excel. Excellent teaming and interpersonal skills. Positive attitude and ability to excel under tight timelines. Ideally, you’ll also have Experience on workforce management concepts, resource deployment and scheduling.

Key Responsibilities Reporting Develop and maintain regular WFM reports to provide insights into key performance indicators (KPIs), including adherence, occupancy, and service levels. Analyze data to identify trends, patterns, and areas for improvement. Prepare ad-hoc reports as requested by management. Ensure accuracy and timeliness of all reports distributed to stakeholders. Collaborate with other departments to gather data and ensure comprehensive reporting. Staffing Manage the scheduling process to ensure optimal staffing levels and meet business needs. Monitor real-time staffing levels and make adjustments as necessary. Forecast staffing needs based on historical data and anticipated call volumes. Coordinate with recruitment to address staffing gaps. Develop and implement strategies to improve workforce efficiency and productivity. Qualifications Education and Experience Bachelors degree in Business, Statistics, or a related field. 5 to 6 years of experience in workforce management, preferably in a call center environment. Proficiency in WFM software such as Aspect, Verint, or NICE Strong analytical skills and experience with data analysis tools like Excel, SQL, or Power BI. Excellent organizational and multitasking abilities. Strong written and verbal communication skills. Skills and Competencies Attention to detail and a high degree of accuracy in reporting and analysis. Ability to work under pressure and meet tight deadlines. Strong problem-solving skills and the ability to make data-driven decisions. Excellent team player with the ability to work independently.

Job Title: Real Time Analyst Job Description . Role and Key Responsibilities Intraday real time monitoring of service levels for all queues for all the sites throughout the operating window (24/7/365) Real time monitoring of associates performance from all teams at all sites Managing Real Time updates on Service Levels, Contact data and other KPIs Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals Communicate and call out changes to incoming contact patterns to operations and the broader WFM team Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather) Support changes within routing profiles to move associates as needed Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs and NPT usage Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders Review and process VTO/PTO/OT/Non-Prod time requests in real-time Provide assistance to the other WFM teams as needed. Key Skills & Knowledge MS Excel Knowledge is required. Knowledge of IEX, Avaya and other Workforce Scheduling tools (Admin, setup, use, updated, edits, reporting) will be considered as an added advantage Graduate with 2+ years contact centre experience and Good Communication Skill MS Office - PowerPoint, Word, Access, Outlook, etc. InContact/Oracle - ACD and other ACD platforms to support multi-channel Environment - (Voice/Chat/Email/SMS) 1+ years Workforce Experience (RTA or greater) Basic knowledge of the call center industry. Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.). Knowledge of ACD and Call Center Workforce applications - preferred. Strong oral and written communication skills. Proficient in Microsoft Office. Ability to multi-task, prioritize, and meet timelines of deliverables. Self-starter, sense of urgency, and works well under pressure. High attention to detail, sense of professionalism and ability to develop relationships Education Qualification :- Graduate Disclaimer: - Location: IND Gurgaon - Bld 14 IT SEZ Unit 1, 17th C & D and Gd Flr D Language Requirements: Time Type: Full time

Since 1995, Amazon has focused on being the world s most customer centric company. Our customers are worldwide, and include not just consumers, but also our sellers. World-class retail brands and individual sellers increase their sales and reach new customers by leveraging the power of the Amazon e-commerce platform. Over 2 million sellers offer new, used, and collectible selections to Amazon customers around the world. To meet our sellers needs, our smart, diverse, customer-obsessed employees are constantly innovating and building on new ideas. Who we are. Within Amazon, the Selling Partner Support (SPS) Organization s goal is to enable sellers, vendors, and brand owners of any size by helping them build the business they want. We obsess over the provision of world class support, technical assistance and account management services to our global partners. We strive to predict our customers needs, create innovative self-help tools and provide solutions to help them better serve their own customers and grow their businesses. We are a primary interface between selling partners and Amazon through our Associates positive interactions and assistance. Who you are. As a Workforce Management (WFM) Real-Time Analyst (RTA), you will monitor all issues that impact service levels and take actions to resolve or reduce the impact. Notify support teams as required. Perform operational and oversight responsibilities as required to ensure all SLAs are met. Evaluates facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages. In this role you will experience a wide range of problem solving situations that require immediate real time intervention. Key job responsibilities Responsibilities: - Real-time monitoring queue status, live channels performance, Service Level (SL) trend, and intraday KPIs, such as incoming volume, shrinkage, etc. - Initiating mitigation actions in case of backlog or SL concerns, as per the Service Level Condition Management, and engaging Operations and stakeholders on the required support. - Real-time monitoring and reporting schedule deviations, such as unplanned absenteeism, late login, unscheduled Non-Productive Time (NPT), and any other non-adherence item. - Coordinating with Outsourcing Partner sites on SL management over the 24x7 bridge. - Handling real-time tickets related to schedule change requests, NPT requests, time-off requests, etc. - Prepare and communicate daily handoff report to WFM leadership team on SL performance. - Initiating escalation process for systems outages or other high-severity events, submitting or updating tickets to the Hot Desk and Command Center as needed, and initiating appropriate tactics to protect SL. - Serving as primary interface between WFM and Site Ops leadership to establish and strengthen a fruitful partnership. - 2+ years in a contact center environment. - Proficiency in English language. - Previous experience as a Workforce Management Real-Time Analyst or similar roles. - Excellent analytical, problem-solving and attention-to-detail skills. - Ability to manage workload with autonomy, prioritize properly, and meet tight deadlines. - Excellent written and verbal communication skills to interface effectively with staff, managements, and various other internal customers and stakeholders. - Proven user-level expertise on Aspect/Alvaria/NICE or other Scheduling/WFM tools. - Proven user-level expertise on Connect or other contact routing systems. - Advanced skills using Microsoft Excel in a business environment. - Proactive approach to identify improvement areas, simplify and optimize processes

Since 1995, Amazon has focused on being the world s most customer centric company. Our customers are worldwide, and include not just consumers, but also our sellers. World-class retail brands and individual sellers increase their sales and reach new customers by leveraging the power of the Amazon e-commerce platform. Over 2 million sellers offer new, used, and collectible selections to Amazon customers around the world. To meet our sellers needs, our smart, diverse, customer-obsessed employees are constantly innovating and building on new ideas. Who we are. Within Amazon, the Selling Partner Support (SPS) Organization s goal is to enable sellers, vendors, and brand owners of any size by helping them build the business they want. We obsess over the provision of world class support, technical assistance and account management services to our global partners. We strive to predict our customers needs, create innovative self-help tools and provide solutions to help them better serve their own customers and grow their businesses. We are a primary interface between selling partners and Amazon through our Associates positive interactions and assistance. Who you are. As a Workforce Management (WFM) Real-Time Analyst (RTA), you will monitor all issues that impact service levels and take actions to resolve or reduce the impact. Notify support teams as required. Perform operational and oversight responsibilities as required to ensure all SLAs are met. Evaluates facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages. In this role you will experience a wide range of problem solving situations that require immediate real time intervention. Key job responsibilities Responsibilities: - Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence. - Coordinate with outsourced sites on SL management over 24x7 bridge and keep the WFM team update through SharePoint notes. - Work on real-time tickets related to schedule change request, non-production request and associate GACD profile change request. - Prepare and communicate daily handoff report to WFM leadership team on SL performance. - Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, and initiate appropriate tactics to ensure service levels are maintained. - Serves as primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership. - 2+ years, experience in an English contact center environment - Previous experience as a Workforce management RTA - Excellent analytical and mathematical skills. - Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers - Proven expertise knowledge with Aspect - Advanced skills using Microsoft Excel in a business environment - Ability to prioritize and meet tight deadlines - Analytical with attention to detail

Since 1995, Amazon has focused on being the world s most customer centric company. Our customers are worldwide, and include not just consumers, but also our sellers. World-class retail brands and individual sellers increase their sales and reach new customers by leveraging the power of the Amazon e-commerce platform. Over 2 million sellers offer new, used, and collectible selections to Amazon customers around the world. To meet our sellers needs, our smart, diverse, customer-obsessed employees are constantly innovating and building on new ideas. Who we are. Within Amazon, the Selling Partner Support (SPS) Organization s goal is to enable sellers, vendors, and brand owners of any size by helping them build the business they want. We obsess over the provision of world class support, technical assistance and account management services to our global partners. We strive to predict our customers needs, create innovative self-help tools and provide solutions to help them better serve their own customers and grow their businesses. We are a primary interface between selling partners and Amazon through our Associates positive interactions and assistance. Who you are. As a Workforce Management (WFM) Real-Time Analyst (RTA), you will monitor all issues that impact service levels and take actions to resolve or reduce the impact. Notify support teams as required. Perform operational and oversight responsibilities as required to ensure all SLAs are met. Evaluates facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages. In this role you will experience a wide range of problem solving situations that require immediate real time intervention. Key job responsibilities Responsibilities: - Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence. - Coordinate with outsourced sites on SL management over 24x7 bridge and keep the WFM team update through SharePoint notes. - Work on real-time tickets related to schedule change request, non-production request and associate GACD profile change request. - Prepare and communicate daily handoff report to WFM leadership team on SL performance. - Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, and initiate appropriate tactics to ensure service levels are maintained. - Serves as primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership. - 2+ years of experience in an English contact center environment - Previous experience as a Workforce management RTA - Excellent analytical and mathematical skills. - Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers - Proven expertise knowledge with Aspect - Advanced skills using Microsoft Excel in a business environment - Ability to prioritize and meet tight deadlines - Analytical with attention to detail

We are Hiring for our WFM Team Designation 1 : Process Manager WFM MIS India- Chandigarh Shift Timings - Flexible (24*7) 5 Days working - (Rotational Week Offs) Specialism : WFM MIS in BPO Minimum Exp - 7 Year Experience in WFM MIS (ONLY BPO WFM profile will be considered) WFM Role: - Interaction with Techs in the field to provide them with real-time support - Checking status of services on account in diagnostic tools - Good Knowledge of agent scheduling and on floor staffing activity planning - Should be able to coordinate with operations Managers and Leads - Communicate effectively and close looping with the client in case of observations - Updating status in internal as well as client tools - Meet process expectations with high-quality standards and adherence to SLAs - Candidate shall adhere to the information security requirements - Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc. - Keep a track of all technicians with regards to the jobs assigned to them - Prepare Agent schedules and Daily adherence plans - Prepare various Ops production reports - Perform RTM role independently - Manage Breaks and Resource availability on floor - Audit work orders for accuracy and make corrections if required Minimum Qualification : Any Graduate with the minimum of 6 years of experience in leading WFM Team BPO. Please share Cv's on Shilpam.01@eclerx.com or call 9999641605

Required Experience 5 - 7 Years Skills NA img {max-height240px;} About the job Business Development - Property Acquisition (Offline Store Expansion) Hiring Designation Assistant Manger / Manager Openings Pune Job description-Business Development Role Responsible for identifying suitable commercial retail properties for opening new Lenskart stores in their respective region. Retail property search management, coordinating with key partners like property developers, landlords, project consultants, property brokers. Location & Catchment Analysis of New Store Locations & Negotiating, acquiring and finalizing new properties. Negotiating final rentals, Landlord Scope of Works etc. Liaising legal due diligence and paperwork involved in signing & acquiring. Coordination with various department internally till store launch. Develop and maintain a pipeline of growth opportunities, both organic growth and acquisitions. Job Requirements : Any Graduate with 8 - 15 years relevant experience can apply on the role & Travel is mandatory. Relevant experience in Store Operations or Business Development in Property Acquisition is preferred. Must have completed graduation in any field Frequent travel is a mandatory aspect of this role. A proactive and positive approach is essential , Good negotiation skills, Entrepreneurial thinking mindsetSelf-motivated and self-directed with an ability to think innovatively. Passion for ResultsHigh degree of commitment and drive to achieve goals. Superior analytical, evaluative, and problem--solving abilities. High degree of personal integrity and strong ability to work collaboratively and effectively in a fast-paced, flexible, team based environment. Needs good knowledge of Microsoft PowerPoint. Desired Skills and Experience Property acquisition , Site acquisition, land acquisition Sign in to apply Share this job

About The Role The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Specialism- KYC, AML, Due Diligence APM Roles & responsibilities: Specialism - KYC, AML, Due Diligence As part of our KYC leadership team, you will be directly working with clients to understand long term strategic and mid-term business goals. This role will include the understanding and implementation of KYC lifecycle. You will be able to lead, understand and manage end to end KYC process with basics, KYC review, periodic refresh and remediation. The ideal candidate should possess strong business understanding of finance industry with special focus on KYC lifecycle, AML, Due Diligence, periodic refresh, KYC review, and remediation. He/She should have complete knowledge on ultimate beneficiary ownership, source of fund/income, PEP reviews, negative alert review, and sanctioned countries. He/She should be good with numbers and ability to derive information from data with excellent multi-tasking and creative problem solving. He/She should have strong capabilities in PowerPoint, MS Word and MS Excel. Independently handle clients and client calls"“ establish self as a valued partner Escalate issues to client and internal managers to bring issues to their attention in a short span of time to avoid client escalation Build domain expertise and lead from the front. Help knowledge management endeavour by sharing process knowledge and best practices within the teams "‹"‹"‹"‹"‹"‹"‹Functional & Technical Skills: Graduation (Bcom, BBA, BBM, BCA) / Post Graduation (Mcom, MBA, PGDM) 3 to 5 years of experience in handling team of minimum 10 members and has good experience and knowledge of KYC, AML, Due Diligence. Should be able to understand, manage and calculate risks. Should be good with logical and quantitative abilities.

About The Role The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Specialism- KYC, AML, Due Diligence APM Roles & responsibilities: Specialism - KYC, AML, Due Diligence As part of our KYC leadership team, you will be directly working with clients to understand long term strategic and mid-term business goals. This role will include the understanding and implementation of KYC lifecycle. You will be able to lead, understand and manage end to end KYC process with basics, KYC review, periodic refresh and remediation. The ideal candidate should possess strong business understanding of finance industry with special focus on KYC lifecycle, AML, Due Diligence, periodic refresh, KYC review, and remediation. He/She should have complete knowledge on ultimate beneficiary ownership, source of fund/income, PEP reviews, negative alert review, and sanctioned countries. He/She should be good with numbers and ability to derive information from data with excellent multi-tasking and creative problem solving. He/She should have strong capabilities in PowerPoint, MS Word and MS Excel. Independently handle clients and client calls"“ establish self as a valued partner Escalate issues to client and internal managers to bring issues to their attention in a short span of time to avoid client escalation Build domain expertise and lead from the front. Help knowledge management endeavour by sharing process knowledge and best practices within the teams "‹"‹"‹"‹"‹"‹"‹Functional & Technical Skills: Graduation (Bcom, BBA, BBM, BCA) / Post Graduation (Mcom, MBA, PGDM) 3 to 5 years of experience in handling team of minimum 10 members and has good experience and knowledge of KYC, AML, Due Diligence. Should be able to understand, manage and calculate risks. Should be good with logical and quantitative abilities.

About The Role The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Senior Analyst Role & Responsibilities: eClerx Fund planning, cash and liquidity management Managing eClerx Investments with focus on safety, liquidity and returns and ongoing portfolio risk management eClerx derivative operations Ongoing review of eClerx hedge model Mix of hedge instruments to use (forwards, options or structures) Booking, Confirmations and Settlement of hedges Manage banking relationships Ensure smooth conduct of all banking operations (hedge booking, settlements, fund transfers, payables, Credit Card facilities, corporate actions etc.) Optimize bank charges across regular business activities and corporate actions by working closely with banks and introducing appropriate competition. Ensure compliance with RBI guidelines on current accounts for seamless continuity of banking operations. Required Knowledge and skills: Strong understanding of Finance for Treasury roles. Ability to understand and work with software systems and also deploy new software tools (both in-house and industry) to improve automation, productivity and effectiveness Proficient with Excel and PowerPoint Strong execution skills Self-starter and highly motivated Good presentation and communication skills and comfortable presenting at senior levels Good analytical skills with ability to interpret and use data to improve existing processes

About The Role What will you do? The ideal candidate will have strong communication skills, as well as the ability to analyze data from various sources and synthesize findings into actionable recommendations for key stakeholders, highlighting areas for improvement and any concerns. He/she must be able to work collaboratively with cross-functional teams to execute tasks within defined timeframes while maintaining superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. What are your Key Responsibilities? Be a part of the operations team working on Monitoring and Reporting on various platforms with base technical / network knowledge Work on different tools which will help to identify Customer experience monitoring Handle troubleshooting on server issue & front end issues Conduct extensive quality check while executing client request Interact with client stakeholders to understand the customer impact and severity of issue Create report on daily and weekly basis on alerts observed on different Dashboard Help to create documentation on new projects an get trained on different activities Handle daily hands-on on execution (Platform monitored, Alert Handled, Issues Drilled & reports created) using various platform and excel / PPT Interact with client stakeholders for validation What Skills you should have? Strong proficiency in MS Office, especially MS Excel and PPT Development skills will be an added advantage. Technical and Network knowledge will be helpful for troubleshooting on server. If this sounds like you then you are our kind of person You have completed a Bachelors Degree.

About The Role What will you do? The ideal candidate will have strong communication skills, as well as the ability to analyze data from various sources and synthesize findings into actionable recommendations for key stakeholders, highlighting areas for improvement and any concerns. He/she must be able to work collaboratively with cross-functional teams to execute tasks within defined timeframes while maintaining superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. What are your Key Responsibilities? Be a part of the operations team working on Monitoring and Reporting on various platforms with base technical / network knowledge Work on different tools which will help to identify Customer experience monitoring Handle troubleshooting on server issue & front end issues Conduct extensive quality check while executing client request Interact with client stakeholders to understand the customer impact and severity of issue Create report on daily and weekly basis on alerts observed on different Dashboard Help to create documentation on new projects an get trained on different activities Handle daily hands-on on execution (Platform monitored, Alert Handled, Issues Drilled & reports created) using various platform and excel / PPT Interact with client stakeholders for validation What Skills you should have? Strong proficiency in MS Office, especially MS Excel and PPT Development skills will be an added advantage. Technical and Network knowledge will be helpful for troubleshooting on server. If this sounds like you then you are our kind of person You have completed a Bachelors Degree.

About The Role We are looking at an Analyst who will be responsible for setting up touchpoints [banners] in customer accounts when they sign in/out of their accounts basis inputs and instructions from the client marketing team. Will give you an insight into how digital marketing is performed across other channel operations within the client organization. The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Onsite Ops Analyst Roles and Responsibilities: Set up onsite touchpoint banners using client provided tool Perform relevant banner to segment mapping basis guidance from data segmentation team Client coordination and end-to-end management of assigned campaigns Performing QA and consulting client for assigned campaigns Provide requisite touchpoint reporting basis requests from marketers/stakeholders concerning banner performance (impressions) Technical and Functional Skills: Bachelor's degree in any field Proficient in all Microsoft Office applications