13 Service Levels Jobs

As a Senior Group Leader, your main responsibility will be managing a team of Production Specialists and FLMs who report directly to you. You will be accountable for driving performance within your team and ensuring that all client metrics are consistently met according to the SLA. Your role will involve supporting service delivery teams both onsite and offsite at client locations, particularly focusing on process stabilization. To maintain control over CPM performance, you will need to apply methodologies such as DMAIC, Six Sigma, and other Quality tools as necessary. Additionally, you will be expected to enhance service delivery efficiency, promote knowledge management, and standardize processes within the client account or LOB Domain aligned with your responsibilities. Being a key driver for revenue and margins, you will also be responsible for internal and external reporting. You will play a vital role in coaching and counseling your FLMs, providing guidance on meeting client requirements, improving processes, and ensuring client metrics are achieved. Collaboration with various functions within the organization, including Finance, HR, and FMG, will be crucial to address any team issues and facilitate effective resolution. The specific domain for this role is Content Moderation & Abuse handling, where your flexibility to work in 24*7 shifts and from the office is required. Your expertise in various areas, including operating procedures, service levels, process metrics, coaching skills, people management, performance management, analytical reasoning, MIS awareness, escalation guidelines, and regulatory requirements, will be essential for success in this position. In terms of behavioral skills and attributes, you should possess the ability to filter, prioritize, analyze, and validate complex and dynamic problems effectively. High analytical skills are a key requirement, and having Lean Certification or Six Sigma certification could be advantageous. Knowledge of internet or social networking products or services, along with strong communication and written skills, will be beneficial. A solid understanding of Service Delivery in a voice/semi-voice process and proficiency in Microsoft applications, especially Excel and PowerPoint, are necessary for this role. Please be aware that this job will involve a significant amount of work in a shift environment based on business requirements.,

Job Title: Team Leader, Operations Job Description Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations. Role & Responsibilities: Supervise day-to-day operations of a team of voice process associates, ensuring adherence to performance metrics through coaching, motivation, and accountability. Monitor work and attendance in accordance with organizational policies and legal requirements. Provide effective coaching to direct reports to ensure consistent high performance. Identify performance-related issues, develop improvement plans, and implement corrective actions. Ensure service delivery meets contractual Key Performance Indicators (KPIs) and financial expectations. Handle escalated customer calls and provide subject matter expertise. Conduct team meetings to communicate updates and encourage feedback. Organize team activities and foster engagement. Stay updated on internal processes, policies, and procedures. Attend required leadership and development training. Promote CNX values-Walk the talk and lead by example. Desired Skills: - . Associate's degree in a related field with 2-4 years of relevant experience preferred. . Prior experience in a voice process (inbound/outbound/customer service/sales). . Strong understanding of voice metrics such as AHT, CSAT, FCR, call quality, service levels, and shrinkage. . Knowledge of absenteeism, attrition, and workforce management. . Ability to coach and develop team members to meet performance expectations. . Strong oral communication and listening skills. . Ability to lead, multitask, prioritize, and meet deadlines. . Experience in handling escalations and driving resolution. . Willingness to work in a flexible schedule. . Minimum one year of experience as a Team Leader in a voice process. . Qualification : Graduation Disclaimer:- Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, processing or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities. Location: India Bangalore - Divyashree Language Requirements: Time Type: Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the

You will be part of a dynamic team within the BSv organization, leveraging your expert knowledge in Process Invoicing. As a Process Invoicing Process Expert, your role will involve participating in or leading the team towards achieving service levels and key performance targets. By delivering high-quality and cost-effective services, you will drive compelling business outcomes. Your focus will be on ensuring customer-centric and compliant services through the adoption of efficient finance practices, technologies, and methodologies that promote innovation and process enhancements. Your responsibilities will include daily contract management, overseeing operations and finance, handling complex operational issues, and ensuring operations align with budgetary constraints. Furthermore, you will be instrumental in building and nurturing the team, utilizing your domain expertise to process intricate transactions and manage various Invoice processing activities. Effective resource management in service delivery will be a key aspect of your role. As an entry to mid-Junior level professional in a Finance Administration capacity, you are expected to be a strong team player capable of fostering positive relationships with stakeholders. You should be proactive in taking initiatives while also recognizing when to seek guidance or escalate issues. Your support to experienced Finance specialists will involve progress reporting, task management, and documentation for Finance activities. In summary, your role as a Process Invoicing Process Expert will be pivotal in driving operational excellence, ensuring compliance, and contributing to the overall success of the team and organization.,

You will be responsible for leading a Customer Support team and supervising their performance. For Team Lead positions, you should have experience in managing people, conducting performance reviews, appraisal discussions, and monthly reviews. Your primary focus will be on managing the team to resolve customer issues promptly and professionally to maintain a high level of customer satisfaction. In addition to customer support, you will also be involved in sales campaigning, cross-selling, and upselling products to generate additional revenue. Your role will include resource planning, career planning, performance management, workforce management, setting team SLAs, KRAs, KPIs, CSAT, and providing training as required. You will be expected to effectively handle client escalations, monitor and analyze key performance indicators (KPIs), and drive continuous improvement initiatives. Knowledge or experience in messaging, web chat, service levels, quality, productivity KPIs, and managing shrinkages will be advantageous. Preferred skills for this role include a strong background in customer service with a focus on regular customer support.,

Role based in the BSv organization, leveraging expert knowledge of process invoicing. As a Process Invoicing Process Expert, you will participate in or lead the achievement of service levels and key measurement targets of the team. Your role will involve delivering high-quality and cost-effective services that drive compelling business outcomes. You will be responsible for ensuring the delivery of customer-focused and compliant services through the adoption of frictionless finance practices, processes, technologies, and methodologies that drive innovation and process improvements. Additionally, you will manage the contract on a daily basis, including operations and finance, and address complex operational issues to ensure smooth operations within budget constraints. As part of your responsibilities, you will also focus on building and developing the team. Drawing upon your expert domain expertise, you will handle more complex transactions and produce outputs across invoice processing activities. Furthermore, you will manage the effective usage of resources in service delivery to optimize operational efficiency. This position is graded as entry and mid-junior level in a Finance Administration role. The ideal candidate will be a strong team player with the ability to build good relationships with stakeholders. You should be able to act on your initiative with regular supervision and know when to seek guidance or escalate issues. Your role will involve supporting experienced Finance specialists in delivering progress reporting, task management, and documentation for Finance activity.,

Role based in BSv organisation, you will leverage your deepening knowledge of Cash Applications to participate in or lead the achievement of service levels and key measurement targets of the team. Your role will involve delivering high-quality and cost-effective services that drive compelling business outcomes. You will ensure the delivery of customer-focused and compliant services through the adoption of frictionless finance practices, processes, technologies, and methodologies that drive innovation and process improvements. Your deepening domain expertise will enable you to handle standard cash application transactions and customer account clearing activities in accordance with cash application procedures. As an Entry and mid-Junior level member in a Finance Administration role, you will be a strong team player with the ability to build good relationships with your stakeholders. You should be able to act on your own initiative with regular supervision and understand when to seek guidance or escalate issues. Your role will involve supporting experienced Finance specialists in delivering progress reporting, task management, and documentation for Finance activity. Your key competencies for this role include strong team player skills, ability to build relationships with stakeholders, initiative-taking abilities, understanding of when to seek guidance or escalate issues, and support in progress reporting, task management, and documentation for Finance activities.,

Experience: You should possess a minimum of 7-9 years of IT Vendor Management (Field Service Workforce) domain experience to be considered for the Lead (MVP) position at Iron Service Global. Job Description: As a Lead (MVP) at Iron Service Global, you will be responsible for leading a team through all phases of client acquisition (New Program Transition) of Field Services Operations process within strict timelines. Your duties will include understanding client requirements through SOW/NPT templates, identifying gaps between client requirements and ISG delivery capabilities in the USCA region, workforce capacity planning, predictive profit delivery, and implementing innovative data-driven project planning and execution strategies. You must have prior experience leading a remote and on-site team, driving performance management through KPIs, fostering a fair and competitive environment, ensuring adherence to program processes and compliance, and developing strong partnerships with vendors. Your role will also involve workforce management/procurement, differentiation between field resource categories, and providing cross-functional support. Job Responsibilities: - Build workforce supply chain solutions as per customer SOW. - Identify cost-saving opportunities continuously and measure team performance through predefined KPIs. - Handle escalations from internal stakeholders within stipulated SLA. - Prepare detailed Cost Analysis of program activities, Vendor Quotes, and perform Cost comparison. - Support Sales team in pre-bid activities as required. - Create scalable templates in Excel for program deliverables. - Ensure daily profit achievement through worker cost negotiations. - Plan team capacity effectively. - Build high-performing teams and maintain accountability for Vendor Management Team success. - Propose process improvements to enhance Service Delivery. - Manage conflicts, drive teams to remediate problems, and ensure efficient task completion. - Lead and manage Vendor Management team to review incidents, problems, and operational issues. - Assist in resource planning, onboarding, and training. - Create a high-performance culture within the department. - Define and measure new KPIs for performance management initiatives. - Ensure financial goals are met, comply with company policies, and provide performance analyses. - Review and report Vendor performance metrics and ensure Service Levels are met. - Manage requisition activity, oversee VMS technology, and ensure quality profiles are sourced. - Prepare reports for management review to optimize costs and enhance efficiency. - Provide SOP training and updates to supplier and internal team on VMS technology use. - Participate in RFI/RFP process for deals. - Implement setup for Primary and Secondary Vendors. - Provide standard program reporting to internal stakeholders. - Drive cost-saving initiatives without compromising service quality. - Knowledge of cost-drivers and vendor market dynamics in field services industry. - Ensure Technicians are assigned and reach sites as per SLA. - Familiarity with portals like Ticketmaster, ServiceNow, SFDC, Freshdesk, Zendesk, Jira. - Ensure appropriate approvals are in place before executing documents. - Knowledge of Background verification requirements and drug tests as per local laws. Required Skills: - Experience in manpower hiring in EMEA region. - Skilled in manpower sourcing for managed IT services. - Proficient in identifying cost-saving initiatives. - Expert negotiator with vendors on commercial terms. - Strong leadership skills with attention to detail. - Escalation handling and risk mitigation experience. - Ability to handle pressure and meet deadlines. - Work independently and collaboratively in a team. - Influence cross-functional teams and peers. - Excellent interpersonal, communication, and public speaking skills.,

Role is based in BSv organization and requires leveraging expert knowledge of Process Invoicing. As a Process Invoicing Process Expert, you will participate in or lead the team to achieve service levels and key measurement targets, delivering high quality and cost-effective services that drive compelling business outcomes. Ensuring customer-focused and compliant services, you will adopt frictionless finance practices, processes, technologies, and methodologies to drive innovation and process improvements. Daily responsibilities include managing contracts, operations, finances, and complex operational issues to ensure operations are within budget. Additionally, you will be responsible for building and developing the team, utilizing your domain expertise to process complex transactions, produce outputs across Invoice processing activities, and effectively manage resources in service delivery. This role is graded as Entry and mid-Junior level in a Finance Administration role. It requires a strong team player with the ability to build good relationships with stakeholders, act on own initiative with regular supervision, and know when to seek guidance or escalate issues. You will support experienced Finance specialists by delivering progress reporting, task management, and documentation for Finance activity.,

The job involves assisting in the daily supervision of restaurant operations, including Restaurants/Bars and Room Service, if applicable. You will assist with menu planning, maintain sanitation standards, and support servers and hosts during peak meal periods. Your primary goal will be to enhance guest and employee satisfaction by identifying training needs, developing plans, and implementing them effectively. To qualify for this position, you should have a high school diploma or GED and a minimum of 4 years of experience in the food and beverage, culinary, or related professional area. Alternatively, a 2-year degree in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or a related major from an accredited university, along with 2 years of relevant experience, will also be considered. Your responsibilities will include handling employee questions and concerns, monitoring performance, providing feedback, supervising shift operations, and ensuring compliance with restaurant policies and procedures. You will also manage staffing levels, encourage excellent customer service, address guest issues, and participate in training initiatives. Additionally, you will assist in opening and closing restaurant shifts, analyzing information to solve problems, recognizing quality products and presentations, and supervising daily operations in the absence of the Restaurant Manager. Your commitment to providing exceptional customer service and fostering a positive team culture will be crucial to your success in this role. Marriott International is an equal opportunity employer that values diversity and promotes an inclusive, people-first culture. If you are passionate about delivering exceptional service, embracing new experiences, and contributing to a dynamic team environment, we welcome you to join W Hotels, where curiosity is ignited, worlds are expanded, and every day is an opportunity to inspire and be inspired.,

As an Applications Support - Front Office Trading (FX and Commodities) within the Commodities, Currencies and Emerging Markets (CCEM) Application Support group, your role will involve leveraging your technical expertise and critical thinking skills to maintain and enhance global application systems. You will engage in all aspects of the software development lifecycle and collaborate with development and business stakeholders. The team promotes a culture of experimentation, continuous improvement, and learning, creating an environment that values diverse perspectives and innovative solutions for global customers. Working within a team of 35 members across multiple regions, you will interact with various teams and departments, including application developers, the Global Project Management Team, and Infrastructure teams such as Athena and Global Technology Infrastructure (GTI). A combination of technical and business acumen is crucial for success in this role, as the team focuses on managing Front Office Trading applications, Risk Management Systems, Pricing Engines, and other complex infrastructures. Your responsibilities will include managing daily system monitoring processes to ensure applications are running smoothly, responding to error alerts, leading incident management and service recovery efforts during disruptions, and continuously improving production estate management practices. You will also be responsible for overseeing changes going into production, driving DevOps automation initiatives, tracking service levels, engaging with application teams to address root causes of issues, and collaborating with the infrastructure team on service governance and production quality assurance matters. To excel in this role, you must have prior experience in a banking environment leading a production support team, familiarity with secure production environment processes and controls, practical experience with DevOps tools for the CI/CD pipeline, technical understanding of deployed applications, strong analytical and problems-solving skills, effective communication abilities, excellent planning and organizational skills, self-motivation, and a collaborative team-oriented approach. A minimum of 3+ years of experience in application development, production support, or infrastructure SRE engineering is required.,

Job Description: As a Real Time Analyst (RTA) based in Pune, MH (work from office) and working in NIGHT SHIFT to support US based customers, your primary responsibility will be to monitor calls service level and support global clients partner locations to ensure they deliver the required productive hours. You will be creating plans and implementing actions to meet Clients" Key Performance Indicators (KPIs) while also overseeing absenteeism, lunch, and break optimization. Additionally, you will be in charge of incident management, providing necessary support to internal teams and partners, as well as tracking the attendance of in-home associates for clients. Responsibilities: - Monitoring call activities, handle time, service time, and arrival patterns - Utilizing workforce management tools such as IEX, Aspect, Avaya, or similar - Ensuring adherence to Service Levels and Offer to Forecast - Managing Handle time effectively - Proficiency in Excel for running reports, creating pivot tables, and analyzing data; knowledge of macros is advantageous but not mandatory - Working efficiently under pressure and meeting deadlines with a sense of urgency - Excellent communication skills for interacting with client managers, RTA Supervisor to provide feedback, presenting call statistics, executive summaries, etc. - Strong organizational skills with a keen attention to detail - Ability to solve problems effectively,

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. With over 20 years of experience, we have established ourselves as a disruptive industry leader by fostering long-term relationships with our brand partners and empowering our employees to drive positive change. We approach every challenge with curiosity, creativity, and innovation to consistently deliver exceptional results. We are currently seeking a Resource Planner to join our Workforce Team and play a crucial role in revolutionizing customer service. As a Resource Planner at IntouchCX, you will be responsible for supporting our resource planning initiatives from a staffing perspective. Your main duties will include scheduling, tracking, and assisting in the execution of intraday staffing management to ensure that our staffing levels align with our performance objectives. In this role, you will have the opportunity to: - Manage all day-to-day activities in Workforce Management - Oversee schedules, exceptions, data tracking, and Service Levels - Monitor Key Performance Indicators on a daily basis to identify trends and adjust staffing as needed - Maintain the accuracy of employee information and records - Develop and implement new hire schedules while monitoring shift availability - Generate reports by program as necessary To qualify for this position, you should possess: - A University or College Degree in a related field such as Computer Science, Marketing, Communications, or Business (equivalent work experience will be considered) - Proficiency in MS Word, MS Excel, and Outlook - Ability to adapt and learn various software programs, including Aspect, Teleopti, and Genesys (experience with at least one of these platforms is an advantage) - Excellent attention to detail and accuracy in data entry - Strong analytical and problem-solving skills - Eagerness to learn and thrive in a fast-paced environment - Strong multitasking abilities and self-management skills If you are looking to make a significant impact in the realm of customer service and are ready to contribute to our dynamic team, we welcome you to apply for the Resource Planner position at IntouchCX.,

As an International Voice Process representative at Movate (formerly known as CSS Corp), you will be responsible for reviewing new orders for accuracy and completeness, processing new orders on a web-based system, clarifying customer inquiries, and ensuring high levels of service and accuracy. Your duties will also include placing orders with partners, monitoring order statuses, and maintaining accurate records of activities. It is crucial to meet customer requirements on a timely basis and uphold the highest level of accuracy in all your tasks. To qualify for this role, you should hold a degree in any discipline and have a minimum of 6 months of call center experience along with 12 months of customer service experience. Additionally, we are looking for candidates with excellent tenure in job history, a B2+ English proficiency level, typing speed of 30 words per minute, basic computer knowledge, and retail experience is considered a bonus. If you are passionate about delivering exceptional customer service and possess the required qualifications and skills, we welcome you to join our diverse team of customer-centric professionals at Movate.,