618 Sla Jobs - Page 21

Role & responsibilities Design, develop, and support technical components for Oracle EBS R12 Financial modules. Develop and maintain RICEW components (Reports, Interfaces, Conversions, Extensions, Workflows). Build and customize WebADIs for mass data entry and upload to various financial modules. Collaborate with functional teams and business stakeholders to understand requirements and translate them into technical solutions. Create and maintain PL/SQL procedures, functions, packages , and database triggers . Develop and support BI Publisher, Oracle Reports, and XML Publisher reports. Customize and extend Oracle Workflows, Forms, and Alerts as per business needs. Work with Subledger Accounting (SLA) rules, custom journal setups, and reporting. Perform data migration and develop custom interfaces using Oracle APIs and Open Interfaces . Troubleshoot, resolve technical issues, and ensure solutions meet performance and quality standards. Support unit testing, system integration testing, and assist in deployments and documentation. Preferred candidate profile Minimum 7+ years of experience in Oracle EBS R12 technical development. Hands-on expertise in Financials modules: GL, AP, AR, FA, Project Billing, SLA . Experience in multi-org, multi-currency environments. Familiarity with AOL objects , personalizations , and Forms/OAF customizations . Understanding of integration with external systems via middleware or web services . Developing Custom Web ADIs , working with Oracle Application Framework (OAF) is a plus.

Job purpose: Setting up offshore Shared Services teams/ Helpdesk Services. Develops and implements HR shared service strategies that align with the overall business goals, including cost reduction, efficiency gains, and improved employee experience. Establish and manage a UK People Services team. Ideally, should be well-versed in managing key functions such as UK payroll, administration, data and reporting, and helpdesk services . Oversees the design, implementation, and ongoing optimization of HR processes, ensuring they are standardized, efficient, and meet regulatory requirements. Manages the HR shared service budget, tracks key performance indicators (KPIs), and identifies areas for improvement. Build and develop a strong, cohesive team while leading by example. Ensures HR shared services comply with relevant laws, regulations, and company policies, and manages HR-related risks. Looking for someone with energy and passion, driven to create an exceptional support team that can eventually be showcased to other countries and regions, contributing to the development of a global HR People Services capability.

Roles and Responsibilities Manage a team of collection agents to achieve daily targets and improve customer satisfaction. Monitor agent performance, identify areas for improvement, and implement corrective actions. Ensure compliance with banking regulations, policies, and procedures related to collections process. Analyze data to track key performance indicators (KPIs) such as AHT, CSAT, SLA, shrinkage, attrition rates. Desired Candidate Profile 1-6 years of experience in banking collection or domestic voice process background. Strong understanding of banking processes including collections process flowchart knowledge. Excellent communication skills with ability to handle high-pressure situations effectively. Proficiency in using technology-based tools for monitoring agent performance tracking KPIs etc.

Role & responsibilities Solid customer interaction skills. A+ desktop or equivalent skillset Strong knowledge of windows & MAC operating system environment Good technical skills in solving server related issues Knowledge of DNS, DHCP, TCP/IP, Networking Good knowledge on MacBook support Knowledge of WDS (Windows Deployment Service) Knowledge of Outlook, O365 & exchange Knowledge of group policy creation and modification Coordinates with the on-call support provider and other vendors for call closure Knowledge of ticketing tools (SUMMIT, Remedy, Service Now, etc.)

This is for Gurgaon sector 18, general shift and alternative 6 days, no cab facility Job Description Service Desk(Assoc SME/Sr SME/SME) Bachelors degree/diplom or information technolog TDU DWP & Service Management Service Desk/Tech Support Education qualification P3A - 5 to 7 Years P3B - 7 to 9 years P3 C- 8-11 years Sub TDU Level Years of Experience Type of position Certification P3 Full Time/Contractor TDEDWPSVDP3A TDEDWPSVDP3C TDEDWPSVDP3B ITIL Preferred 6 Sigma ML Role code 1. Associate SME - Service Desk 2. Senior SME - Service Desk 3. SME - Service Desk ML Role Name Responsibilities 1. Manage the end to end Service desk management portfolios i.e. Service desks Management, Service desk owned Incidents lifecycle, share scheduled inputs to Problem & Knowledge management team. Ensure tickets closure within the agreed SLA. 2. Manage all SLAs and KPIs attached to enterprise global service desk and drive reviews with customers 3. Helping the team in technical issues by providing inputs and identify and handle all internal and external escalations on time. 4. Prepare timely reports for the client Timely acknowledgement, assignment & Queue management of tickets to team. 5. Create Incident analysis report along with various trend analysis & drill downs to identify opportunities for problem management, Prepare RCA's and KRAs as applicable, skill matrix for individuals and conduct appraisals. 6. Conduct team meetings, Sort any non-technical issues within the team, Roistering and ensure adequate leave planning. 7. Induction training for new hires, Participate in the hiring process, handling conflict situations to ensure smooth transaction across various technology/support teams Lead/motivate/Inspire and encourage teams to achieve higher goals. 8. Ensure knowledge base articles are available regularly, Host Service performance review calls, Ensure proper documentation of technical/process changes in present service desk architecture. 9. Co-ordinate & create RCA in pre-defined RCA template, Bridge calls - Drive service outage calls, if needed. 10. Monitor the team common mail boxes and respond to client e-mails, Own and conduct reviews as per the governance model of the program. 11. Tracks matrices related to performance of the service line and drives service improvement plans and programs to improve them. 12. Maintains technical knowledge by attending educational workshops, reviewing publications 13. D Published on: 24-11-2021 Internal & Confidential riving new initiatives in the program 14. Tracks matrices related to performance of the service line and drives service improvement plans and programs to improve them. 15. Prepare and conduct technical training programs 16. Assess training needs and certification requirements Technical Skills 1. Conduct root cause analysis for the escalations / tickets ITSCM 2. Should maintain all the individual stats and for the program 3. Should have very good operational and process knowledge 4. Should possess very good management skills 5. Should take up any additional initiates taken can be highlighted and will be an added advantage 6. Knowledge of modern training techniques and tools in technical subjects 7. Presentation Skills, Written Communication, Training Management, Technical Zeal, Self- Development, Technical Leadership, Presenting Technical Information, Self-Confidence, Microsoft Office Skills 8. Top-notch administrative, research, and troubleshooting skills 9. Outstanding analytical, planning, and assessment abilities 10. Ability to host training workshops 11. Knack for detecting and removing barriers to learning 12. Excellent organizational and time-management abilities Behavioral & Functional skills 1. Good verbal & written communication skills 2. Time management 3. Ability to collaborate and work in a team 4. ITIL and six sigma certified 5. Decision making 6. Problem solving 7. Planning, organizing & prioritizing 8. Active listening skills Published on: 24-11-2021 Internal & Confidential

Job description Team Executive - Payment Integrity Location : Bangalore Roles & Responsibilities: In-depth Knowledge and Experience in the US Health Care Payer System. 4 - 9 years of experience in Claims Adjudication(Payment Integrity,PrePay audit,Postpay audit) . With over 1 year of experience as a Team leader Proven track record in managing processes, streamlining workflows and excellent people management skills. Need to be a people centric manager who could articulate the employee challenges to the management as well as motivate the team towards desired project goals. Circulate quality dashboards at agreed periodic intervals to all relevant stake holders Adhering to various regulatory and compliance practices. Maintaining and Ownership of reports both internal as well as for the clients. Presenting the data and provide deep insights about the process to the clients as well as Internal Management. Managing and co - ordinating training programs. Excellent in Coaching and providing feedback to the team. Take necessary HR actions as part of the Performance Improvement Process Key Performance Indicators Ensuring that the key Service Level Agreements are met consistently without any exceptions. Leverage all Operational metrices to ensure that the Revenue and Profitability targets are met and exceeded . Work in tandem with all Business functions to ensure smooth business process. Retention of key team members Interested Candidates share your CV - deepalakshmi.rrr@firstsource.com / 8637451071 Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or deepalakshmi.rrr@firstsource.com

HCL Tech #Madurai is offering an exciting opportunity! Join one of the world's fastest-growing large tech companies, HCL Tech, at the forefront of digital, engineering, and cloud solutions globally. Empowering renowned brands and fully dedicated to igniting the potential in all our team members. Position: Service Desk Analyst Experience: 6 months to 6+ years Location: Madurai Mode of Interview: 31st -Saturday(Virtual) Kindly share your updated resume to Jashima.parvin@hcltech.com

Job Summary The Operations Manager is responsible for the strategic and operational oversight of both toll-free and digital channels. This role focuses on unit-wise performance analysis, identifying process improvement opportunities, and ensuring escalation closures and protocol compliance. Focus Areas Performance analytics, process improvements, forecasting, and coordination Key Responsibilities Track and report unit-wise conversion and non-conversion KPIs. Lead non-conversion cohort initiatives and performance drives. Identify process gaps and provide actionable improvement suggestions. Manage forecasting across toll-free and digital teams. Ensure high-quality standards in all interactions. Act as master calibrator across toll-free and digital. Close escalation plans at the unit level effectively. Drive CPA analysis across zones. Manage opportunity and case workflows. Monitor adherence to tagging protocols across cohorts. Reduction of Unit transfers Skills & Qualifications Bachelors degree in business administration, Operations Management, or a related field (preferred). Minimum 7–10 years of experience in contact centre operations with at least 2 years in a managerial role Inbound & Outbound Contact centre Operations Strong understanding of contact centre technologies, tools, and metrics Excellent leadership, communication, and interpersonal skills Ability to handle high-pressure environments and manage multiple priorities Data-driven decision-making and analytical skills Experience with CRM, ACD, WFM tools (e.g., Salesforce, Genesys, NICE, Avaya) is a plus Strong analytical and operational management skills. Expertise in escalation and case management.

We are looking to hire a Customer Service Officer to bring in excellence in service. Candidate needs to be service oriented, excellent communicator and able to handle customer inquiries accurately, promptly and within TAT. Roles and Responsibilities Maintains a positive, professional demeanour and supports an environment that values uncompromising excellence in service. Promptly answers customer inquiries in a manner that exhibits quality service. Brings a service orientation that supports the field sales force in meeting their obligations to their clients Maintains an updated knowledge of SBIMF Products and develops an understanding of how market forces affect the funds. Maintains a current knowledge of policies and procedures as per SEBI Guidelines. Demonstrates the ability to clearly communicate policies, procedures and product features to Customers. Handling Walk in investor queries & coordinating with R&T for resolution. Maintaining MIS - Daily, weekly and Monthly sales MIS. Publish campaign MIS Accepting applications of Purchase, Redemption, Switch, Special Products & Requests. Reporting Liquid & High Value transactions. Preparing Daily MIS, Monthly report, Time Stamping Register & DTR, processing KYC. Sighting credits in bank for the transactions reported. Ensuring the proper cut off times as per SEBI rules.

eClerx is looking to hire an experienced professional with 4-9 years of experience. As part of the Voice process team, your role will specifically focus on troubleshooting related processes. The ideal candidate will serve customers by planning and implementing strategies and operations; improving systems and processes; managing the team. Customer Operations Associate Process Manager Responsibilities Prepares performance reports by collecting, analysing, and summarizing data and trends Ensure Critical Performance Metrics are met consistently Lead client/vendor reviews/calibrations Revert to client/vendor queries on routine issues Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely Manage multiple teams Perform audits and quality checks on Team Leads & Floor Supports Provide feedback to the Team Leads & Floor Supports periodically on their performance Ensure cross skilling and periodic process re-verification to ensure resource pool Perform Training Need Identification for teams Perform Bottom Quartile Management Ensure directives from senior leadership are percolated and acted upon Hold periodic meetings, discuss task delegation and review issues Conduct team huddles and meetings to discuss operational updates Build team spirit through group sessions, activities, and projects Focus on retention of staff through career mapping & guiding team members Advocate and follow organizational policies and procedures Adhere to the information security requirements Ensure all client deliverables met within timelines Ensure productivity/quality enhancement and process meet all metrics Remediation of any major incident Manage client MBR/QBR deck, client calls and reviews Minimum Qualifications Overall experience of 4+ years and should be a graduate or post graduate in any specialisation Preferred Qualifications - Graduation in Computer Science, Computer Applications or related subjects Shift Timings Flexible 24x7 ,rotational shift ,rotational week off Contact-Rupali Devlekar E-rupali.devlekar.C@eclerx.com M-7678009271 eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the worlds leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of Indias leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand. eClerx Customer Operations specializes in providing operational expertise and process excellence throughout the customer journey. We create solutions and services, utilizing a blend of technology and domain knowledge that support our clients evolving needs. Our suite of offerings enhances the customer experience by providing digital care support, quality monitoring & insights, advanced analytics, automation, superior technical operations support, and consulting services. We assist companies in developing, implementing, and operating multichannel customer interaction capabilities – transforming everyday touchpoints into a superior customer experience. eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.

Job Summary The Team Lead - B&L role requires an experienced professional with 8 to 10 years of expertise primarily in MS Excel. Responsibilities include performing quality assurance on consumer loan files audited as part of an org and compliance requirement. The Quality Assurance Analyst will audit a percentage of all loans processed by both onshore and offshore teams. Document areas of non-compliance with the organizations Policy and Procedures. A minimum of 3 years of Lending related Quality Control. Responsibilities Ensure all audits are performed in accordance with company policies and procedures to comply with all related agencies and client guidelines and requirements Ensure accounts are in full compliance with regulations and laws governing consumer lending Must follow QC checklist review and modify the parameters basis controls requirement Must be able to understand the process using SOP checklist and flowchart Identifying defects and investigating and documenting root causes different issues. Following up with stakeholders for resolution/rebuttal as per SLA Check all audit findings for completeness and accuracy Review the results of the completed audits performed by the team and make multiple reports QC personnel document the QC results test data and other relevant information. Also analyses data to identify trends patterns and root causes of quality issues. QA often involve working with other departments such as production Training and supervisors to address quality concerns and implement corrective actions. Document the quality fails any learnings or issues that may arise and pass the feedback to the Supervisor Identification of control gaps and providing recommendations as per data strategy The ability to identify clearly articulate and solve complex business problems and present them to the business in a structured and simpler form Collaborating with onshore and offshore teams understanding the changes if any and participating in trainings meetings Escalate any control failures should be ready to process transactions Production Skill Process complex Transactions and handle first level escalations from client Achieve over and above targets than juniors in all metrics KPI Effectively address client queries with timeliness and accuracy Perform error free Transaction Provides appropriate floor support as an SME and feedback to team Identify and report process changes Update Process documentation user manuals as appropriate for the process Interacts with Client customer for knowledge transfer and process changes Build strong case and put forward case studies to rebut offshore defects with client Provides clarifications and updates on project and processes to the stakeholders Collates data and make insightful reports Contribute to process improvement initiatives Should be open to process changes cross trainings and new challenging tasks Fundamental understanding of loan delinquency foreclosure bankruptcy processes and recovery strategies. Experience working with loan management systems to update and track defaulted loan accounts. Strong attention to detail and accuracy Excellent communication skills both written and verbal Ability to work independently and manage loan portfolios Strong organizational and time management skills Flexible working hours required to accommodate different time zones of the employer Applies analytical skills to quickly and efficiently resolve any customer issues Maintain high quality customer service standards Collaborate with internal teams and external agencies to resolve account issues Certifications Required Certified Regulatory Compliance Manager (CRCM) Microsoft Excel Expert Certification

Knowledge of ticketing tool , Bitlocker , Sccm , Outlook Troubleshooting , Os installation. Immediate Joiner Good Communication and excellent Technical .

Job Summary : The Senior IT Service Delivery Manager is responsible for the overall management and performance of IT service delivery. This includes overseeing the service desk, incident management, problem management, change management, and other ITIL processes. The role also involves developing and maintaining service level agreements (SLAs), managing vendor relationships, and driving continuous improvement initiatives to enhance service quality and customer satisfaction. Responsibilities : - Service Delivery Management : Oversee the day-to-day operations of IT service delivery, ensuring that services are delivered efficiently and effectively, meeting agreed-upon SLAs. - Team Leadership : Lead and mentor a team of IT professionals, providing guidance, support, and development opportunities. - ITIL Process Management : Implement and manage ITIL processes, including incident management, problem management, change management, request fulfillment, and knowledge management. - SLA Management : Develop, negotiate, and maintain service level agreements (SLAs) with internal and external customers. Monitor performance against SLAs and report on service performance. - Vendor Management : Manage relationships with third-party vendors, ensuring that they meet service level expectations and contractual obligations. - Customer Relationship Management : Build and maintain strong relationships with internal and external customers, understanding their needs and expectations. - Continuous Improvement : Identify opportunities for service improvement and implement initiatives to enhance service quality, efficiency, and customer satisfaction. - Performance Reporting : Develop and maintain key performance indicators (KPIs) and reports to track service performance and identify areas for improvement. - Budget Management : Manage the budget for IT service delivery, ensuring cost-effectiveness and efficient resource allocation. - Communication : Communicate effectively with stakeholders, providing regular updates on service performance and any service-related issues. - Problem Solving : Lead the resolution of major incidents and complex problems, ensuring timely and effective solutions. - Risk Management : Identify and assess risks to IT service delivery and implement mitigation strategies. Required Skills and Experience : Education : Bachelor's degree in Computer Science, Information Technology, or a related field. Master's degree preferred. Experience : [Number] years of experience in IT service delivery management, with a proven track record of success. - ITIL Certification : ITIL v3 or v4 Foundation certification required. ITIL Intermediate or Expert certifications preferred. - Leadership Skills : Strong leadership, management, and team-building skills. - Communication Skills : Excellent communication, interpersonal, and presentation skills. - Problem-Solving Skills : Strong analytical and problem-solving skills. - Customer Focus : A strong customer focus and commitment to service excellence. - Vendor Management : Experience managing third-party vendors. - Financial Management : Experience managing budgets and resources. - Technical Knowledge : A good understanding of IT infrastructure and applications. - Service Management Tools : Experience with IT service management tools (e.g., ServiceNow, Jira Service Management). Preferred Skills and Experience : - Experience in [Specific industry - e.g., Finance, Healthcare, Manufacturing]. - Experience with Agile methodologies. - Knowledge of cloud computing and related technologies. - Experience with automation and scripting.

Must have 1 Year On paper exp as a Team lead 4 Years exp required in Customer support(International process) Bangalore 9 LPA MAX Immediate Joiners Graduate 5 Days working Shifts- 3AM TO 11AM 24/7 process Contact- 9509529566(Neha)

Team Lead- Customer Support (Ecommerce Process) 4 Years exp required in Customer support Bangalore 9 LPA Immediate Joiners Graduate 5 Days working Australian shifts Contact- 9509529566(Neha)

Assistant Manager Operation Dom CS Voice Process Min 6 Yrs exp, 2yrs AM on paper SLA, AHT, Attrition, Shrinkage,CSAT Immediate Joiner FLUENT in English &HINDI GRADUATE Call/WhatsApp cv to Neha 8287267407 Amit 8851792136 Required Candidate profile Work from Office-Bangalore only not for Kolkata and Hyderabad ..Apply those who can relocate in Bangalore Call/WhatsApp cv to Neha 8287267407 Amit 8851792136

Job Title : SQL Server DBA Support Experience : 5+Years Location : Bangalore (On-site only) Shift Timing : 8:00 PM to 5:00 AM IST (Night Shift Cab provided) Job Summary We are seeking a skilled and experienced SQL Server Database Administrator (DBA) to join our support team in Bangalore. The ideal candidate will have extensive experience in managing Microsoft SQL Server environments (20122022), ensuring high availability, performance tuning, and disaster recovery. This role involves working night shifts and providing critical production support in a 24x7 environment. Key Responsibilities Install, configure, and maintain SQL Server databases in production environments. Monitor system health and database performance to ensure high availability and reliability. Provide 24x7 production support including participation in on-call rotation (nights/weekends). Implement and manage HA/DR solutions such as Always On Availability Groups, Clustering, Log Shipping, Mirroring, and Replication. Automate routine DBA tasks using PowerShell scripting. Perform performance tuning, query optimization, and troubleshooting of SQL issues. Handle ServiceNow tickets, respond to incidents, and resolve database-related issues within SLA. Support scheduled maintenance, database refreshes, and deployments after business hours. Create, maintain, and test disaster recovery plans and participate in DR drills. Execute change management tasks and maintain documentation. Required Skills Experience with Microsoft SQL Server (20122022) . Hands-on experience with SQL Server HA/DR : Always On AGs, Clustering, Log Shipping, Mirroring, Replication. Strong PowerShell scripting skills for automation of database tasks. Advanced SQL Server Performance Tuning skills and technical troubleshooting ability. Proven experience supporting production environments and working under pressure. Preferred Qualifications Microsoft certification in SQL Server or related technologies is a plus. Experience with ServiceNow or similar ITSM tools. Familiarity with ITIL processes.

Oracle EBS Functional Lead for full-time. Hands-on experience in Oracle EBS R12.2.6 Financials, including modules like PO, GL, AP, AR, CM, FA, SLA, PA, PM & AGIS. The ideal candidate will lead implementations, support users, and configure solutions.

NCR Corporation is looking for Services OM & Billing Analyst II to join our dynamic team and embark on a rewarding career journey. Gather, process, and interpret large volumes of structured and unstructured data to support business goals Create insightful dashboards and visualizations using tools like Power BI, Tableau, or Excel Develop models and forecasting tools to predict trends and identify opportunities for optimization Collaborate with internal teams to define metrics, KPIs, and deliver reports on performance and productivity Ensure data quality, consistency, and compliance with company standards Provide actionable recommendations based on data insights to improve decision-making

Team Lead- IT Service Desk Req Exp- 4 Years in Technical Support Skills- Office365, Service Desk, Windows, MS Teams,Troubleshoot Any Graduate Notice- 0 to 30 Days Loc- Hyderabad CTC - 7 TO 9LPA 5 Day's Working | US Shifts | WFO

Job Opportunity: Senior Manager - Operations at IGT Solutions Location: Gurgaon IGT Solutions is seeking a highly skilled and experienced Senior Manager of Operations to oversee and lead multiple client business operations in our Global Digital BPM Contact Center Services environment. As a key member of our leadership team, you will report directly to the GM/VP Global Operations and manage a large team of 500-1000 FTEs across multiple business accounts. Key Responsibilities: Take ownership and responsibility for the P&L and overall Operations Management of 500+ FTE International Voice Customer Service Operations. Lead and drive both strategic and tactical operational direction for the operations team to achieve business goals. Interact closely with client stakeholders and internal leadership to ensure customer satisfaction and business success. Ensure all key performance metrics are met, including Staffing Adherence , Schedule Adherence , Customer Experience scores, and more. Lead cross-functional teams , including Voice , Back Office , WFM , Training , Quality , and more. Conduct weekly, monthly, and quarterly business reviews to monitor performance and implement changes as needed. Collaborate with teams such as Sales , Account Management , and Presales to expand business opportunities. Drive continuous improvements to enhance quality, CSAT , and business operations. Required Qualifications & Skills: 12-15 years of experience in BPO Operations at a leadership level, with a preference for Travel Operations experience. Deep knowledge of the Travel market , BPO competition, and industry trends. Graduation in any discipline. Lean or Six Sigma Green Belt/Black Belt certification (preferred). Proven ability to manage large teams, foster a team-oriented environment, and inspire leadership. Strong experience in data analysis , statistical process control , and problem-solving . Minimum 2 years of experience in a Senior Manager Operations role, managing International Travel accounts in Voice/Back Office Operations . Excellent communication (written and verbal) and interpersonal skills. Ability to collaborate with internal stakeholders and manage client relationships effectively. Personal Qualities: Motivated, innovative, and able to foresee market conditions. Strong people management and leadership skills with a collaborative approach. Confidence, flexibility, and resilience in a fast-paced, ever-changing environment. Integrity, commitment to delivering results, and a blend of a sales mindset In case interested, please share your resume on - sonam.singh1@igtsolutions.com or 9953150816 At IGT Solutions, we are committed to equal employment opportunities for all individuals, regardless of age, gender, race, religion, or any other factor. We promote an environment free from discrimination and harassment.

Job description Team Executive - Payment Integrity Location : Chennai & Bangalore Roles & Responsibilities: In-depth Knowledge and Experience in the US Health Care Payer System. 4 - 9 years of experience in Claims Adjudication(Payment Integrity,PrePay audit,Postpay audit) . With over 1 year of experience as a Team leader Proven track record in managing processes, streamlining workflows and excellent people management skills. Need to be a people centric manager who could articulate the employee challenges to the management as well as motivate the team towards desired project goals. Circulate quality dashboards at agreed periodic intervals to all relevant stake holders Adhering to various regulatory and compliance practices. Maintaining and Ownership of reports both internal as well as for the clients. Presenting the data and provide deep insights about the process to the clients as well as Internal Management. Managing and co - ordinating training programs. Excellent in Coaching and providing feedback to the team. Take necessary HR actions as part of the Performance Improvement Process Key Performance Indicators Ensuring that the key Service Level Agreements are met consistently without any exceptions. Leverage all Operational metrices to ensure that the Revenue and Profitability targets are met and exceeded . Work in tandem with all Business functions to ensure smooth business process. Retention of key team members Interested Candidates share your CV - deepalakshmi.rrr@firstsource.com / 8637451071 Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or deepalakshmi.rrr@firstsource.com

Role & responsibilities Customer Relationship Management l Ensure prompt and professional resolution of customer queries, complaints, and escalations during night hours. l Monitor customer interactions (calls, chats, emails) to ensure high-quality service. l Maintain and update CRM databases with accurate customer information. Team Management & Performance l Supervise, support, and motivate night shift CRM executives. l Conduct performance reviews, share feedback, and assist in skill development. l Ensure adequate shift planning and coverage. Process & Quality Compliance l Ensure compliance with company policies, service protocols, and quality standards. l Conduct regular audits of CRM logs and communications. l Initiate continuous improvement actions based on audit findings. Reporting & Communication l Generate and share nightly performance and incident reports with day shift teams and senior management. l Ensure smooth handovers with morning shift counterparts. l Log and escalate any major incidents or service outages immediately. Customer Feedback & Retention l Collect, analyze, and act on customer feedback received during the night. l Implement retention strategies for at-risk customers engaging during off-hours. Qualifications and Skills l Any Graduate / Post Graduate l 8+ years of experience in with at least 4-5 years in a managerial role. ( International Process ) l Strong leadership, communication, and interpersonal skills. l Proven experience managing CRM systems (preferably Kapture, Zoho, or similar platforms). l Strong analytical and problem-solving skills with a data-driven mindset. l Experience with customer engagement strategies and loyalty program management. l Familiarity with automation tools and contact center workflows. l Excellent communication, project management, and stakeholder collaboration abilities. Job Location - Andheri West ( Azad Nagar ) Shift Timing - 5:30pm 6:30 am - 9 hrs. Rotational Shifts ( Night Shift ) Preferred - Male Candidate

Role & responsibilities Solid customer interaction skills. A+ desktop or equivalent skillset knowledge of windows operating system environment Good technical skills in solving Windows related issues Knowledge of DNS, DHCP, TCP/IP, Networking Knowledge of Outlook, O365 Coordinates with the on-call support provider and other vendors for call closure Knowledge of ticketing tools (SUMMIT, Remedy, Service Now, etc.) MCP/Other hardware-related certifications, ITIL Trained

Technical Voice Process | Service Desk Criteria-Any Grad with min 1 year exp in Int. Technical Support/Service Desk CTC-4 to 6 LPA + Variables WFO-5 Days Working 24*7 Shifts Immediate Joiner Location-Bangalore & Pune Excellent Comms Required