28 Sla Adherence Jobs - Page 2

Summary: The Salesforce Support Specialist is responsible for performing general declarative Salesforce administrative duties, assisting with the ongoing maintenance and development of the Salesforce instance, helping to deliver high-quality enhancements, and providing 1st tier support for the organization. A Salesforce Admin provides day-to-day support, administration of Salesforce, maintain data cleanliness, and will generate/analyze simple to complex reports. Responsibilities: Lead on-site Salesforce support operations and ensure SLA adherence. Act as SPOC for coordination with Salesforce and peripheral systems. Drive faster issue resolution through cross-team collaboration. Understand architecture and integrations to guide troubleshooting. Support solutioning by advising on best-fit fixes and enhancements. Monitor SLAs, analyze breaches, and drive continuous improvements. Manage support workflows using JIRA/ManageEngine and maintain reporting. Identify recurring issues and recommend automation/process improvements. Stay updated with Salesforce and industry trends to suggest innovations. Promote documentation, SOPs, and knowledge sharing across the team. Preferred Experience/Qualifications: 6+ years of professional experience as a Salesforce Administrator Degree in Information Technology or Computer Science. Degrees in similar analytical areas of study will also be considered. Salesforce Admin Certification is a MUST. Excellent communication skills and the ability to work as part of a team are essential. A successful candidate will also exhibit a strong desire to learn and understand all aspects of the companys operations and be able to interact directly with other departments. Highly organized with exceptional attention to detail. Ability to handle multiple priorities in a fast-paced environment. Certifications: Salesforce Certified Administrator or Salesforce Certified Platform App Builder (preferred). Project Management Professional (PMP) or Agile certification (preferred). Place of Posting: Candidates will be working out of Pune (Client site) and anywhere else subject to the organizations requirement.

Role Purpose The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. Ensure process is executed as per the client contract Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes Prepare notes from the huddle meetings and share it with the team Prepare and share the performance data of the team with the client at the end of the shift Interact with the client and prepare note to share updates and changes with the team Review the performance on the key process metrices and conduct RCA to improve quality parameters Prepare presentation on weekly and monthly performance data for the manager to be shared with the client Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects Be part of the discussion between manager and WFM team on forecast and number of agents required Organize fun hours on Friday for the team to promote team engagement Identify opportunities for automation within the account and share it with the manager Provide details and data to the automation team to support the automation initiative Drive performance of the team on the identified metrices of the process Review last 6-8 weeks performance data (RAG) and identify low performers Provide feedback and coach the outliers/ low performers to improve their performance metrices Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers Handhold the employees on performance on process and monitor for improvements Identify training needs for new joiners especially and track their daily progress Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the clients end. Stakeholder Interaction & Management Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc. Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account Work with quality team to ensure the quality improvements as per the delivery standards of the contract Provide timely assistance in case of an escalation and support resolution of escalations/ issues Effective Team Management Resourcing Hire adequate and right resources for the team Talent Management Ensure adequate onboarding and training for the team members to enhance capability & effectiveness Build an internal talent pool and ensure their career progression within the organization Manage team attrition Drive diversity in leadership positions Performance Management Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports Ensure that the Performance Nxt is followed for the entire team Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Mandatory Skills: Medical Info & Product Support(PQCM). Experience: 3-5 Years.

As an Associate (MVP), you will be reporting to the Vendor Management Team Lead and supporting him in discharging his deliverables. Your KRA includes but not limited to taking the team to the next level of delivery maturity and maximize stakeholder satisfaction. Job Responsibilities Responsible for managing all stages of requisition activity using VMS technology &in-house portals; adhering to industry standards and company policy. This includes handling day to day Client & Freelancer/ Vendor Queries for workforce procurement, sourcing of candidates and interview coordination etc Directly (via Job boards, Freelancer Field Service portals, LinkedIn etc). Vendor Partners. Any other channel as per Company Directive. To complete required login hours on daily basis, maintain self-discipline and attendance Schedule Adherence, Maintain Daily Task Tracker. Address the client queries and provide solutions within the TAT (Turnaround time). Maintain the entire service function experience. Adhere to the Service Level Agreement (SLAs). Address any problems/ grievances to the reporting manager that may have a bearing on productivity or efficiency. Attaining Quality Threshold with respect to quality assurance and critical errors. Ensuring briefing schedules are adhered to and attend 100% of the time. Ensure that the existing processes are strictly followed for Service Delivery. Follow Standard Operating Procedures (SOP) to ensure execution and compliance of overall process cadences for MVP Team. Ensure timely execution of initiatives, incidents, problems, and address operational issues. Execute performance management initiatives and KPIs. Good to have the knowledge of cost-drivers and vendor market dynamics in the field services industry. Ensure the Technicians (Vendor or Freelancers) are assigned on the jobs as per SLA, as and when escalated. Good to have hands on experience on portals like Ticketmaster, ServiceNow, SFDC, Freshdesk, Zendesk, Jira etc Should be portal savvy. Ensure that appropriate approvals are in place before executing documents. Good to have prior knowledge of Background verification requirements and drug test asper local country law. Required Skills. Any Graduate / Postgraduate. Proficient English reading and writing skills. Proficient in Microsoft Office applications (MS Excel is mandatory). Highly organized of delivering to deadlines. Exceptional attention to detail and output oriented. Ability to follow SOPs. Problem-solving skills. Effective analytical skills. Excellent verbal and written communication are must. Good to have prior experience of working on ticketing portals. Ability to identify key issues and consistently apply a high standard of integrity, professionalism and expertise and business ethics. Should have the ability to handle pressure and meet deadlines. Ability to work independently and as part of a team.