618 Sla Jobs - Page 13

Responsible for managing all the Branches under his/her purviewProvide excellent Customer Service for all customer queries / request at the branches Going above and beyond to find solutions to customers' issues Perform all operational tasks for Receipting , Banking and accounting collections at the branchesDrive compliance on statutory and company related policies related to the branches PRINCIPAL ACCOUNTABILITIES Customer Service & Process Improvement / Quality-Drive a culture of Solution oriented FTR Customer Service at branches ,-Drive process for recording and providing resolution to all customer requests / complaints with the prescribed process and SLA-Drive the NPS Score of the branches-Continuously, liaise with other functional teams / C-Ops and drive process improvements thereby reducing / plug instances of complaints Support to Business Team at the Branches:- Coordination on post sanction and processing disbursements (RLAP) ,Post disbursement query clarification and curing as per defined Metrics (All products)-Despatch Handover of documents / Repayment Pouch as per the laid down policies within the defined metrics Control Processes / Compliance at Branches-Cash handling at all branches as per prescribed process -Safe custody of all Disbursement Documents and PDD at the respective Branches in the region-Dispatch of all disbursement related documents to Central operations/Handover of Repayment Pouches to vendors within stipulated timelines as per defined process -Compliance of all statutory requirements / Notice board displays as stipulated by Compliance team from time to time -Ensure robust process control for post collection activities cheque and Cash collection, Banking and Updationwithin agreed SLA DIMENSIONS(List the significant numerical data which will reflect the scope and scale of activities concerning this job) Other DimensionsINTERNAL2(Indication of some of the significant volumes associated with the job like number in team/ staff handled etc) FTR for collections receipt entry for the regionFTR for File validation/ Scanning for Disbursement for the region SR closure TAT % SR closure Cash deposit average TAT4 SKILLS AND KNOWLEDGE(State the minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent) Educational Qualifications and ExperienceGraduateFunctional and Behavioral SkillsProblem solving Being able to solve problemsSelf Motivated and work under tight deadlinesActive listening , Communication and Interpersonal SkillsTeam Management Exposure to Customer Service managementRelevant and total years of ExperienceExperience of 5 to 8 years from NBFC/HFC / Banking Industry5 KEY COLLABORATION NETWORKKey shared accountabilities- Collections, Operations & Sales Function NPS Score of the branches under purviewMission Critical Collaborators- Area Collections Manager Collections TM, Reps Branch Sales Team Operations team6 DECISION RIGHTSOwnsBranch Business Support / Quality documentation / Document Custody / Customer Service / Branch ComplianceInfluencesCustomer Service, NPS Score of the branches under purviewINTERNAL3

Profile - AP Helpdesk Exp - 3 Years Location - Pune Interested candidates can contact 9368485265 & can drop resume at kmprachi@bdo.in Reconciliation/ Helpdesk Ability to resolve AP disputes within an agreed timeline with required level of accuracy. Responsible for Helpdesk emails & Meeting of KPI & SLA. Answering Vendor/Clients query through emails with the clear RCA and preventive action. Work closely with other departments, such as procurement, finance, and operations, to resolve issues and ensure smooth workflow Respond to vendor inquiries regarding payment status, discrepancies, and account balances. Needs to perform Vendor account reconciliation and to monitor the exceptions and to communicate exceptions to internal/external clients. Train and mentor junior team members in accounts payable processes. Research, identify and complete all open issues and maintenance of tasks in a timely manner Assist in key project work, assuming responsibility for ensuring that key deliverables and milestones are met. MIS and Month end closing handling. Ensure compliance with company policies, procedures, and accounting principles Identify and implement process improvements to enhance efficiency and accuracy. Assist with financial audits, providing necessary documentation and explanations. Payment Process: Prepare payment runs as per payment schedules, including checks, ACH, wire transfers, and other payment methods according to client requirements. Adherence of Internal and external approvals by following all the critical parameters. Perform Ad Hoc payment requests. Ensure that payments are made in accordance with company policies and payment terms. Returns to be handled and coordinated with the Treasury team. Prepare regular reports on payment activities, aging and Debit balance reports. Experience with international payments and currency conversions. Ability to resolve AP Payments disputes within an agreed timeline with required level of accuracy. Train and mentor junior team members in accounts payable processes. Research, identify and complete all open issues and maintenance of tasks in a timely manner Assist in key project work, assuming responsibility for ensuring that key deliverables and milestones are met. Ensure compliance with company policies, procedures, and accounting principles

Greetings from KVC CONSULTANTS LTD! ! Job description We Are Hiring For Service Desk Role With Leading IT Company. (Immediate Joining to 30 Days) Job Locations : Bangalore (Electronic City) & PUNE - HINJEWADI PHASE - 2 Salary : Rs 4 LPA -- FOR 1 YEAR PLUS EXP ( GRADUATE FRESHERS -- BCA / BTECHS --- ALSO BEING HIRED -- SALARY -- Rs 2.77 LPA ) Language: Proficient in English (Read + Write + Speak ) Role purpose: Resolve End Users infra issues when they seek help from IT help desk through various mediums like calls , chat and Service Requests Roles and Responsibilities --- Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution Routes the enquiries to Resolver Groups as appropriate Re-routes misdirected calls Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures Provides status and updates on tickets to authorized users Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction Makes recommendations for updates to the KB database Adherence to policies and procedures, closure of open calls after resolution. Mandatory Language Skill: Prior SD experience and good English speaking skills " Note:- This is a WFO Profile and Candidate should be comfortable working for Bangalore or Pune because this profile is available for these two locations. DM / WA / CALL ---Schedule your interview kindly call or drop your resume on the given numbers AND write - PUNE SD OR BANGLORE SD WITH OUR RESUME . HR LAIBA 9654201996 HR DIVYA 9821182650 HR AREESHA 9628373763 HR SIYA 7565006262 HR VANSHIKHA 9628373762 HR YAGYANSHI 9821182648 ------------------------------------------ #KVC CONSULTANTS LTD # #NO PLACEMENT CHARGES#

Greetings from KVC CONSULTANTS LTD!! Job description: We Are Hiring For Service Desk Role With Leading IT Company. (Immediate Joining to 30 Days) Job Locations : Bangalore (Electronic City) & PUNE (HINJEWADI PHASE - 2) SALARY STRUCTURE : Upto Rs 4 LPA -- FOR 1+ Years of Exp Upto Rs 6 LPA -- FOR 2+ Years of Exp Language: Proficient in English (Read + Write + Speak ) Role purpose: Resolve End Users infra issues when they seek help from IT help desk through various mediums like calls , chat and Service Requests *Roles and Responsibilities of Service Desk in an International BPO* Incident Management: Handle and resolve technical issues, service interruptions, or customer complaints promptly to minimize downtime and disruptions for clients. Ticketing System Management: Create, manage, and track service requests or incidents in the ticketing system, ensuring timely responses and resolutions. Customer Support: Provide first-line support for clients or end-users through multiple channels (phone, email, chat), ensuring accurate solutions and professional service. Problem Diagnosis: Identify the root cause of issues reported by customers and provide effective solutions or escalate to higher-level support teams when necessary. Service Level Agreement (SLA) Compliance: Ensure all service requests are handled within agreed-upon SLAs, maintaining response and resolution times. Knowledge Management: Maintain and update knowledge base articles, troubleshooting guides, and FAQs to assist both customers and agents in resolving common issues. Escalation Management: Escalate unresolved or complex issues to the appropriate tier of support or specialized teams, ensuring efficient issue resolution. Monitoring and Reporting: Monitor system performance, incident trends, and ticket progress, and generate reports for continuous service improvement. Customer Satisfaction Focus: Ensure positive customer experiences by resolving queries efficiently and providing quality service at all stages of the support process. Service Continuity: Actively participate in activities ensuring consistent service availability and quick recovery from service disruptions or outages. Mandatory Language Skill: Prior SD experience and good English speaking skills " Note:- This is a WFO Profile and Candidate should be comfortable working for Bangalore or Pune because this profile is available for these two locations. DM / WA / CALL ---Schedule your interview kindly call or drop your resume on the given numbers AND write - PUNE SD OR BANGLORE SD WITH YOUR RESUME . AREESHA-9628372763 VANSHIKA-9628373762 SIYA-7565006262 DIVYA-9821182650 KVC CONSULTANTS LTD NO PLACEMENT CHARGES

Greetings from KVC CONSULTANTS LTD!! Job description: We Are Hiring For Service Desk Role With Leading IT Company. (Immediate Joining to 30 Days) Job Locations : Bangalore (Electronic City) & PUNE (HINJEWADI PHASE - 2) SALARY STRUCTURE :- Upto Rs 4 LPA -- FOR 1+ Years of Exp Upto Rs 6 LPA -- FOR 2+ Years of Exp FRESHERS -- SALARY RS 2.77 LPA Language: Proficient in English (Read + Write + Speak ) Role purpose: Resolve End Users infra issues when they seek help from IT help desk through various mediums like calls , chat and Service Requests *Roles and Responsibilities of Service Desk in an International BPO* Incident Management: Handle and resolve technical issues, service interruptions, or customer complaints promptly to minimize downtime and disruptions for clients. Ticketing System Management: Create, manage, and track service requests or incidents in the ticketing system, ensuring timely responses and resolutions. Customer Support: Provide first-line support for clients or end-users through multiple channels (phone, email, chat), ensuring accurate solutions and professional service. Problem Diagnosis: Identify the root cause of issues reported by customers and provide effective solutions or escalate to higher-level support teams when necessary. Service Level Agreement (SLA) Compliance: Ensure all service requests are handled within agreed-upon SLAs, maintaining response and resolution times. Knowledge Management: Maintain and update knowledge base articles, troubleshooting guides, and FAQs to assist both customers and agents in resolving common issues. Escalation Management: Escalate unresolved or complex issues to the appropriate tier of support or specialized teams, ensuring efficient issue resolution. Monitoring and Reporting: Monitor system performance, incident trends, and ticket progress, and generate reports for continuous service improvement. Customer Satisfaction Focus: Ensure positive customer experiences by resolving queries efficiently and providing quality service at all stages of the support process. Service Continuity: Actively participate in activities ensuring consistent service availability and quick recovery from service disruptions or outages. Mandatory Language Skill: Prior SD experience and good English speaking skills " Note:- This is a WFO Profile and Candidate should be comfortable working for Bangalore or Pune because this profile is available for these two locations. DM / WA / CALL ---Schedule your interview kindly call or drop your resume on the given numbers AND write - PUNE SD OR BANGLORE SD WITH YOUR RESUME . FAREHA 8528371817 LAIBA 7317049319 AREESHA-9628372763 VANSHIKA-9628373762 SIYA-7565006262 DIVYA-9821182650 KVC CONSULTANTS LTD NO PLACEMENT CHARGES

Role & responsibilities Support Team/Coach (SME) shall: (i) Support in the new hire experience classroom including crosschecks and contact handling. (ii) Possess knowledge of where learners are in their learning whenever providing support. (iii) Facilitate debrief sessions. (iv) Observe and support contact handling, observe behaviors such as hold, tool usage, and efficient navigation. (v) Attend and engage in the reinforcement training and contribute when applicable. (vi) Support questions through various communication tools. (vii) Supervise assigned team to meet or exceed client and corporate goals including C-SAT and FCR, Operational metrics, Quality, Customer satisfaction, Client satisfaction, and Profitability/Productivity. Regular monitoring, coaching and development of agents with the team. Implement agent recognition programs under direction of Manager Site Operations. Share best practices across teams and build spirit of teamwork

Shift Manager – Data Center Operations Exp- 13-20 Years, min 9 year in Data center Skills- BMS, CMMS, HVAC/ACMV, computer room air conditioners, chillers. 24/7 Availability Contact- divyam@genesishrs.com | 8905344933 - Divyam Goyal

Client : Pharma Industry End User Support (EUS) Outlook configuration Anti Virus DLP ,Group Policy, Data security Software troubleshooting Application Support Windows Installation Local of Guwahati is preferred.

Hi Job Enthusiasts! Greetings from ShiningStars Hiring for Assistant Manager Operations Lucknow Location. Company: Leading Multinational BPO (E-commerce Voice Process) Job Type: Full-Time | Work from Office Location: Lucknow Open Positions: 10 About the Company: We are a trusted BPO partner for some of Indias top e-commerce brands. With a strong presence across the country, we specialize in delivering efficient and quality-driven customer service. Our Lucknow branch is expanding, and we are looking for enthusiastic leaders to join our operations team. Roles and Responsibilities: Supervise daily operations of the e-commerce voice process team. Lead and motivate a team of customer support agents to achieve KPIs. Ensure adherence to SLAs, quality standards, and customer satisfaction targets. Monitor real-time performance and prepare improvement strategies. Conduct regular team huddles, coaching sessions, and trainings. Handle escalations and collaborate with cross-functional teams to resolve issues. Present team performance reports to higher management regularly. Eligibility Criteria: Minimum 5 years of experience in the BPO industry. At least 2 years of experience as an Assistant Manager Operations. Graduation in any stream is mandatory. Strong communication skills in English and Hindi. Proven track record of managing teams and delivering performance improvements. Prior experience in e-commerce and voice-based customer service is highly preferred. Immediate joiners will be given priority. Compensation and Work Details: Salary: Up to 5.5 LPA (Hike up to 30% depending on last drawn and interview performance) Working Days: 6 days a week with 1 rotational off Interview Mode: Virtual How to Apply: Send your updated CV via WhatsApp to Homa at 9696714723. If the call isn’t answered, please drop a message mentioning the role. Stay Updated on Openings: Join our official WhatsApp channel: https://whatsapp.com/channel/0029VaLXmHBEKyZFIm6giY0 #HiringNow #AssistantManager #OperationsJobs #LucknowJobs #EcommerceSupport #VoiceProcess #BPOCareers #TeamHandling #CustomerService #LeadershipOpportunity #ApplyNow #ShiningStarsRecruitment Let me know if you also want a shorter version for WhatsApp or a creative variation for LinkedIn.

Role Summary We are looking for an enthusiastic Team Leader for German Language at IGT Solutions. In this role, you will be responsible for leading a team overseeing performance management, and ensuring high-quality standards are met for services. The ideal candidate will have a background in team management,, and a passion for maintaining safety and quality across digital platforms. You will drive team performance, handle escalations, and identify opportunities for process improvements. What You Would Be Doing? Team Leadership & Management : Leading and managed a team of 15-20 to ensure optimal performance in line with quality and productivity metrics. Performance Monitoring & Coaching : Reviewing and monitoring team performance regularly, focusing on KPIs such as quality, productivity, shrinkage, and attrition. Providing ongoing coaching and feedback to team members to enhance performance. Escalation Handling : Providing floor support and handling escalations to ensure swift resolution of complex. Process Improvement : Identifying process gaps and recommending improvements that can help increase team performance and client satisfaction. Training & Development : Coaching new team members and continuously working to enhance the skills of existing team members. Client & Stakeholder Interaction : Collaborating with clients to understand expectations and ensure standards are met, fostering strong relationships with both internal and external stakeholders. Target Management : Ensuring team meets set targets for KPIs such as AHT (Average Handling Time) Reporting & Documentation : Maintaining detailed records of team performance, issues, and resolutions to report back to senior management and clients. Qualifications Education : Graduate in any discipline. Experience : At least 2+ years of experience in content moderation, with at least 1 year of experience managing teams. Skills : Strong leadership and supervisory abilities. Excellent written and verbal communication skills in English. Strong problem-solving and analytical skills. Ability to handle escalations and complex content issues. Proficiency in MS Office, particularly Excel. Familiarity with content moderation guidelines and best practices in the industry. Whats Expected Proven ability to manage and lead a high-performing team in a fast-paced environment. Expertise in analyzing team performance, identifying areas for improvement, and implementing effective solutions. Strong communication and relationship-building skills with clients and internal stakeholders. Ability to work effectively in a 24x7 work environment and manage stretch targets. 6 Days Working Banking Experince Manadate What Are You Signing Up For? Competitive salary Health and wellness programs Career advancement opportunities Comprehensive career development programs Promising career progression within a global company A dynamic, world-class work culture that values innovation and teamwork To Apply: 7042379178

Immediate Hiring for US Collections Process Location-:Noida Shift-: US shift Min 1 Yr Exp as US Collections Performance Management, Attrition and Shrinkage Call@9205503253 / 9953262467 or share cv to deepak.sharma@shadowplacements.com Required Candidate profile Sal Upto 6 LPA Experience of US Collections is mandatory. Customer Service / Chat / Email / Domestic exp will not be considered Call@9205503253 / 9953262467

Joys Hotels And Resorts is looking for Supervisor to join our dynamic team and embark on a rewarding career journey Supervise and manage daily operations and staff. Ensure compliance with company policies and regulations. Monitor and report on performance metrics and KPIs. Collaborate with cross-functional teams on business initiatives. Provide training and support to team members. Maintain accurate records of operations and activities.

Criteria : Any Graduate with Minimum 1 Year experience in Technical Support/Service Desk CTC-Upto 4 LPA + Variables + Incentives 24/7 shifts -WFO Both side cab 5 days working Location-Bangalore & Pune Immediate Joiner Only

Role & responsibilities 1. Minimum 5+ years of experience in Talent Acquisition Sourcing process. 2. Strong knowledge in sourcing searching, head hunting, screening, convincing, different methods of mining CV/resumes. 3. Good knowledge in using LinkedIn (Search, Advance Search, Job Posting, In-Email, etc.) 4. Must ensure smooth functioning of the sourcing process while complying with the relevant procedures and policy guidelines. 5. Achieving the sourcing numbers within the defined SLA /TAT. 6. Compliance on the code of conduct, integrity & data privacy. 7. Should be able to source for business critical/ niche & super requirement by putting up an effective sourcing plan. 8. Role will need to stay updated on Recruitment needs, trends & methodologies in the market. 9. You should bring in the expertise of prioritizing and using all the available resources to their maximum potential to ensure that hiring targets are achieved at an optimal cost. 10. You need to identify and use lean methodology to bring process efficiency. 11. You will have the opportunity to contribute and undertake projects related to recruitment (definitely) & the larger HR forum as and when required.

Assistant Manager Operation Dom CS Voice Process Min 6 Yrs exp, 2yrs AM on paper SLA, AHT, Attrition, Shrinkage,CSAT GRADUATE Work from Office-Lucknow only not for Delhi/NCR neither Kolkata and ..Apply those who can relocate in Lucknow Required Candidate profile Work from Office-Lucknow only not for Delhi/NCR neither Kolkata and ..Apply those who can relocate in Lucknow Call/WhatsApp cv to Neha 8287267407 Amit 8851792136

Require Mini 1 Year On paper experience As a Team leader Skills- Gaming Support/PC Console/Technical Support/Service Desk/Gaming Console Hyderabad CTC- 10 LPA Only Graduate 5 Days Working/24/7 Shifts Us shifts Both side cabs Contact-9509529566(Neha)

Leading a team, ensuring SLA compliance, managing escalations & driving data quality, process improvements & business value as a SME within global data operations Manage execute & delivers continuous improvement program delivery for DMO

Hiring: US Telecom Voice Process Customer Support (International BPO) Location : Pune (Work from Office) CTC : Up to 4.92 LPA Shift : US Rotational Shifts (24/7) Perks : 2-way cab facility provided & Loyalty Bonus of 20k Working Days : 5 days working | 2 days rotational off Notice Period : Immediate Joiners Only About the Role We are hiring Customer Support Executives (International Voice) for a leading US Telecom process. This is a great opportunity to work in a dynamic, global environment handling customer queries and support for a major US telecom provider. Eligibility: Experience : Minimum 6 months in International Voice Process (Customer Support) Qualification : Graduate / Undergraduate Other : Must have prior experience in an International BPO (voice support) Key Skills: Customer Handling / Customer Support Inbound Calls Management CSAT (Customer Satisfaction) AHT (Average Handling Time) BPO Metrics (Quality, FCR, SLA adherence) How to Apply? Contact: Anshika- 9251688427 Apply now to join a reputed international BPO and grow your career in customer support!

Role & responsibilities Preferred candidate profile Physically work on handling IT Asset inventory, IT Hardware, Application, and Workstation troubleshooting. Hands-on experience in MTR solutions, AV device handling, and basic troubleshooting Experience in Windows/ MAC OS & Good communication skills with the ability to converse comfortably with Senior Leaders (VIPs) To provide support for on-call escalations and do root cause analysis of the given issue. To independently resolve tickets within the agreed SLA of ticket volume and time. To adhere to quality standards, regulatory requirements, and company policies Work on value-adding activities such as Knowledge base update and management, Training freshers, coaching analysts Working knowledge of Service now tool. Exceptional time-management and multitasking abilities Bachelors degree in computer science or similar Prior 3+ years of experience in desktop support or related field. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.

Job Title: Real-Time Analyst (RTA) Location: Mumbai / Pune Department : Workforce Management (WFM) Shift Timings : Rotational / US Shift (as per business requirement) Experience : 3-5 years ******************************************************************************************* *IMMEDIATE JOINERS ALERT!* We're looking for candidates who can *join immediately*. If you're available, please *send your CV via WhatsApp only* to: *9152808909* Please note: *No calls* will be entertained. ******************************************************************************************* Role Summary: The Real-Time Analyst (RTA) plays a critical role in the Workforce Management team by ensuring service levels and productivity targets are met in real time. The RTA will monitor live queue data, manage intraday performance, coordinate breaks, and optimize schedule adherence. Must Have : Maintaining Attendance and calculating attendance percentage. Should have good knowledge on SLA , occupancy, productivity, attrition, and shrinkage formulas. Consolidating Head count data for all processes and preparing attrition reports. Tracking associate wise AHT on daily basis. Preparing the reports for calls offered, calls answered and abandoned. Key Responsibilities: Monitor real-time queues and performance metrics across multiple contact channels (voice, chat, email). Ensure agents are adhering to schedules and escalate deviations as necessary. Maintain and update intraday reports and dashboards. Partner with operations to ensure appropriate actions are taken when staffing or performance issues arise. Communicate real-time changes and service level impacts to leadership. Manage and approve schedule exceptions in WFM tools (e.g., breaks, leaves, meetings). Assist in root cause analysis of intraday service level misses and support improvement initiatives. Generate hourly/daily reporting on occupancy, adherence, shrinkage, and productivity. Provide data-driven recommendations for optimization. Support BCP (Business Continuity Planning) protocols in real-time events. Required Skills & Qualifications: Bachelors degree in any discipline. 3-5 years of experience in a Real-Time Analyst or WFM role in a BPO / Shared Services / Captive environment. Experience with WFM tools such as NICE IEX, Verint, Genesys, or Aspect is preferred. Strong understanding of call center metrics like AHT, SL, ASA, Occupancy, Adherence, Shrinkage. Excellent analytical, problem-solving, and communication skills. Ability to work under pressure in a fast-paced, real-time environment. Proficiency in MS Excel and reporting tools (Power BI is a plus). Work Environment & Benefits: Hybrid working model (as per business requirements). Inclusive and collaborative work culture. Opportunity to grow within a global organization. Competitive compensation and performance-based incentives. Preferred Candidates From: BPO / KPO / Shared Services / BFSI / Insurance industry. Candidates who have handled international (especially US-based) contact center operations.

Role- Customer Support Representative 0-3 Yr Exp Into Int customer Handling Any Graduate CTC- Upto 5.5 LPA WFO 5 Days working 2 days off both side Cab Shift- US Interview - Virtual For more info contact HR Haider - 9256424833 HR Anugrah:7737536478

Team Leadership & Development: Lead, motivate, and manage a team of customer service representatives, ensuring that goals are met and performance standards are maintained. Provide ongoing coaching, feedback, and support to team members. Conduct regular one-on-one meetings and team training sessions to ensure continuous development. Foster a positive, collaborative team environment focused on customer satisfaction and high performance. Operational Oversight: Monitor daily operations to ensure smooth workflow and adherence to service level agreements (SLAs). Manage team performance metrics (e.g., response time, issue resolution time, customer satisfaction). Identify areas for process improvement and implement changes to streamline operations and enhance efficiency. Customer Experience & Problem Resolution: Handle escalated customer issues, ensuring timely and effective resolution. Ensure the team is delivering top-tier service and support in line with company standards. Analyze customer feedback to identify patterns and opportunities for improvement in service delivery. Reporting & Performance Monitoring: Prepare and deliver regular reports on team performance, highlighting achievements, challenges, and areas for improvement. Analyze key performance indicators (KPIs) and use data to drive decision-making and process improvements. Collaborate with other departments (e.g., IT, product, sales) to address any cross-functional challenges affecting customer service operations. Collaboration & Communication: Serve as a liaison between the customer service team and upper management. Ensure effective communication of company policies, updates, and goals to the team. Work with HR and other departments to recruit and onboard new team members as necessary. Qualifications: Bachelors degree in Business Administration, Management, or related field (preferred). 3+ years of experience in customer service, with at least 1-2 years in a leadership or supervisory role. Strong leadership skills with the ability to motivate, coach, and manage a team. Excellent communication and interpersonal skills. Solid understanding of customer service principles and best practices. Proven ability to analyze data and performance metrics to drive improvements. Strong problem-solving skills and the ability to handle high-pressure situations effectively. Experience with customer service software, CRM systems, and Microsoft Office Suite. Preferred Skills: Experience with managing remote or distributed teams. Knowledge of [industry-specific tools or platforms]. Experience with process improvement methodologies (e.g., Lean, Six Sigma). Working Conditions: Full-time position with standard office hours, with occasional evenings or weekends depending on the needs of the business.

10+ years Operational Support, End to End Delivery, Maintenance Supervise the onsite technical team, including System Administrators, Database Administrators, and Service Desk personnel Application setup, processes, and troubleshooting, SLA adherence Required Candidate profile ITIL practices, SLA-driven operations, ITSM-based ticketing tools. Certificate PMP/ PRINCE2, ITIL. Mandatory - BE/B.Tech in Computer Science, IT.

Location: Bangalore. About LeadSquared. One of the fastest-growing SaaS Unicorn companies in the CRM space, LeadSquared empowers organizations with the power of automation. More than 2000 customers with 2 lakhs+ users across the globe utilize the LeadSquared platform to automate their sales and marketing processes and run high-velocity sales at scale, We are backed by prominent investors such as Westbridge Capital, Stakeboat Capital, and Gaja Capital to name a few. We are expanding rapidly and our 1300+ strong and still growing workforce is spread across India, the U.S, the Middle East, ASEAN, ANZ, and South Africa, Among Top 50 fastest growing tech companies in India as per Deloitte Fast 50 programs. Frost and Sullivan's 2019 Marketing Automation Company of the Year award. Among Top 100 fastest growing companies in FT 1000: High-Growth Companies Asia-Pacific. Listed as Top Rates Product on G2Crowd, GetApp, and TrustRadius. Engineering @ LeadSquared. At LeadSquared, we like being up to date with the latest technology and utilizing the trending tech stacks to build our product. By joining the engineering team, you get to work first-hand with the latest web and mobile technologies and solve the challenges of scale, performance, security, and cost optimization. Our goal is to build the best SaaS platform for sales execution in the industry and what better place than LeadSquared for an exciting career?. The Role. LeadSquared platform and product suite are 100% on the cloud and currently all on AWS. The product suite comprises of a large number of applications, services, and APIs built on various open-source and AWS native tech stacks and deployed across multiple AWS accounts, The role involves leading the mission-critical responsibility of ensuring that all our online services are available, reliable, secure, performant, and running at optimal costs. We firmly believe in a code and automation-driven approach to Site Reliability, Responsibilities. Taking ownership of release management with effective build and deployment processes by collaborating with development teams, Infrastructure and configuration management of production systems, Be a stakeholder in product scoping, performance enhancement, cost optimization, and architecture discussions with the Engineering leaders, Automate DevOps functions and full control of source code repository management with continuous integration, Strong understanding of Product functionality, customers’ use cases, and architecture, Prioritize and meet the SLA for incidents and service management; also, to ensure that projects are managed and delivered on time and quality, Recommend new technologies and tools that will automate manual tasks, better observability, and faster troubleshooting, Need to make sure the team adheres to compliance and company policies with regular audits, Motivating, empowering, and improving the team’s technical skills, Requirements. 13+ years’ experience in building, deploying and scaling software applications on AWS cloud. (Preferably in SaaS). Deep understanding of observability and cost optimization of all major AWS services – EC2, RDS, Elasticsearch, Redis, SQS, API Gateway, Lambda, etc, AWS certification is a plus, Experience in building tools for deployment automation and observability response management for AWS resources. Dot Net, Python, and CFTs or Terraform are preferred, Operational experience in deploying, operating, scaling, and troubleshooting large-scale production systems on the cloud, Strong interpersonal communication skills (including listening, speaking, and writing) and ability to work well in a diverse, team-focused environment with other DevOps and engineering teams, Function well in a fast-paced, rapidly changing environment, 5+ years’ experience in people management, Why Should You Apply?. Fast-paced environment. Accelerated Growth & Rewards. Easily approachable management. Work with the best minds and industry leaders. Flexible work timings. Interested?. If this role sounds like you, then apply with us! You have plenty of room for growth at LeadSquared, Show more Show less

Apply Now. Job Title. Operations Manager I. Job Description. The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.. 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.. Key Role And Responsibilities. :. Managing a team of 150 associates with the help of aligned 5 to 7 TL’s. Meet and exceed SLA targets. Understand operational metrics & have governance to ensure no misses. Drive performance and exceed the expectations. Attend weekly and monthly reviews with Internal Stakeholders and Client. Actively involved in client calls & manage client needs. Monitor production, efficiency, and schedule adherence tool to ensure high levels of efficiency. Establish cross skilling plan for the agents. Develop the team members by providing necessary support and guidance and nominate them for different OD trainings. Work closely with the team to ensure timely feedback is provided. Create good engagement levels with team members and reduce attrition numbers. Handle escalations (team and client). Ensure complete participation and contribution in organization/process level initiatives (e.g., Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency. Achieve stretch targets and make decisions as well as manage complex/ difficult employee situations. Work as a Single point of contact for all non-operations departments and identify, evaluate & coordinate operational, Admin, IT and HR issues. Make appropriate recommendations and adjustments to leverage resources, skill changes, post Overtime, or escalate as required. Attrition Management & Employee engagement. Ensure leaves for the team are planned so that productivity is not affected. Coaching and feedback to mid and bottom quartile agents. Mentoring top quartile performers. Data collection and analysis of team performance parameters. Contribute to process improvements and innovation. Key Skills And Knowledge. Good communication and Analytical skills. Planning and prioritization of schedule adherence. Proficient with MS Office (Word, Power point and Excel). Flexible to work in Shifts (Morning and Night shifts and on Saturday/ Sunday weekly off). Ability to motivate under-performers to improve and excel. US Healthcare expertise preferred. Qualification Section. Graduate in any stream. 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:. IND Pune Amar Tech Centre S No.30/4A 1. Language Requirements. English (Required). 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 Job Applicant Privacy Notice for California Residents. Apply Now. Show more Show less