1890 Sla Management Jobs - Page 11

Skill required: Retirement Solutions - Customer Service Designation: Customer Service Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do NANANA What are we looking for NAMinimum Bachelors degree (Non-technical graduates / post-graduates preferred)US retirement knowledge preferredOpen core Night shifts based on business requirementsGood verbal & written communication skillsGood MS Office & typing skills with attention to detail.Ability work independently Roles and Responsibilities: Strict adherence to non-disclosure of client information by preserving client confidentiality.Complies with all client policies, procedures, and Federal/State/Local regulations and escalates issues to the management.Researching on any queries/ requests sent by the Business Partners/Client Support Teams and replying the same with minimum response time.Money Out processes such as Inservice withdrawal, Survivor benefit, Immediate Annuity, Deferred Annuity, Hardship withdrawal determination and payments, Rollover out, Lump Sum Distribution, Required Minimum Distributions, Complex Distributions, Loan payoff and child supportWorking as per process documentation, COPIS, capturing exceptions, process flow, process maps and NIGO rulesTaking active participation in process improvements and automation.Ensure Quality Control standards that have been set are adhered to.Adherence to client SLAsIdentify potential areas that require additional controlsExcellent organizational skills with ability identify and prioritize high value transactions.Completing assigned responsibilities and projects within timelines apart from managing daily BAU.Creating and updating procedure documents while ensure that the standards are followed Qualification Any Graduation

Skill required: Retirement Solutions - Customer Service Designation: Customer Service Associate Qualifications: Any Graduation Years of Experience: 1-3 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do We are dealing with individual retirement of variable annuity and here we have work in policy transactions received from policy owners based on request we deal with policy admin services and death claims request. Also, both the teams handle phone calls on NIGO request with agent and customersRetirement solution is a comprehensive process to understand how much money you will need when you retire. Retirement solution also helps you identify the bestCustomer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships. What are we looking for 2.What are you looking forWe are looking for candidate with experience in Life-Annuity Claims and Policy admin services financial and non-fi transactions such as policy surrender, loan, withdrawal, and policy transfers Life , Annuity, Retirement Insurance ,claims experience and managed financial transactions Roles and Responsibilities: Candidates who will hire for above role will be responsible for 100% transaction role with same day processing tat and ~20-30% NIGO calls with client Candidate should have been flexible for 100%-night shift start from 8.30 PM and RTO during the training Qualification Any Graduation

Position Summary: The Key Account Manager for Vouchers & Services will be responsible for managing and growing relationships with strategic partners in the digital services ecosystem, driving revenue growth through gift cards, vouchers, subscription services, and experience-based offerings. This role requires deep understanding of digital commerce, service delivery models, and consumer behavior in the services segment. Key Responsibilities: Strategic Account Management Manage and grow relationships with top-tier service providers, gift card issuers, and digital service platforms Develop and execute account-specific growth strategies aligned with partner objectives and marketplace goals Serve as primary point of contact for key accounts, ensuring exceptional partner experience and satisfaction Conduct regular business reviews with key partners to assess performance and identify expansion opportunities Negotiate commercial terms, revenue sharing agreements, and exclusive partnership deals Develop long-term strategic roadmaps for key account partnerships and service expansion Manage complex account escalations and resolve business-critical issues Digital Service Portfolio Management Drive growth across gift cards, vouchers, subscription services, and experience vouchers Develop and implement promotional strategies for digital services including festival campaigns and seasonal offers Optimize service catalog and pricing strategies in collaboration with service partners Monitor and analyze service performance metrics including adoption rates, redemption patterns, and customer satisfaction Identify opportunities for new service categories and digital product innovations Coordinate with technology teams on API integrations and service delivery enhancements Manage service-level agreements (SLAs) and ensure delivery performance standards Business Development & Partnership Expansion Identify and onboard new premium service providers and digital platforms Develop exclusive service launches and first-to-market digital offerings Negotiate and secure preferential commercial terms and exclusive distribution rights Explore new service verticals including fintech, edutech, healthtech, and lifestyle services Develop white-label and co-branded service opportunities Coordinate with fintech partners for payment solutions and financial services integration Manage partnerships with subscription platforms and recurring service providers Revenue Growth & Performance Optimization Drive GMV growth and market share expansion for key voucher and service accounts Develop pricing strategies and promotional mechanics for digital services Optimize customer acquisition and retention strategies for service categories Analyze customer data and usage patterns to inform service development and positioning Implement cross-selling and upselling strategies for complementary services Manage revenue forecasting and target achievement for key accounts Coordinate with marketing teams on customer acquisition campaigns and retention programs Technology Integration & Innovation Collaborate with technology teams on API integrations and service platform enhancements Ensure seamless service delivery and real-time processing capabilities Manage digital wallet integrations and payment gateway optimizations Coordinate with product teams on user experience improvements and feature development Implement automated service delivery and instant fulfillment solutions Manage service tracking, analytics, and performance monitoring systems Drive innovation in service delivery models and customer experience Operational Excellence & Compliance Ensure smooth onboarding process for new service partners and digital platforms Coordinate with operations teams for seamless service launches and promotional campaigns Manage service catalog quality, product descriptions, and terms & conditions accuracy Ensure compliance with regulatory requirements for financial services, insurance, and digital payments Manage customer service protocols for voucher redemption and service delivery issues Coordinate with legal teams on service agreements, terms of service, and compliance matters Implement fraud prevention and security measures for digital service transactions Market Intelligence & Strategic Planning Conduct market research and competitive analysis within digital services and voucher segments Monitor fintech trends, subscription economy developments, and service innovation patterns Analyze customer behavior data and service usage patterns to inform strategic decisions Provide insights on emerging service categories and digital transformation opportunities Collaborate with category teams on service assortment planning and gap analysis Develop category-specific content strategies and customer education initiatives Track and report on competitive service offerings and pricing strategies Cross-Functional Collaboration Work closely with marketing teams on service campaigns and customer acquisition strategies Collaborate with finance teams on revenue recognition, settlement processes, and financial reconciliation Partner with technology teams on platform enhancements and integration requirements Support customer service teams with service-specific issues and escalation management Collaborate with legal and compliance teams on regulatory requirements and contract negotiations Work with data analytics teams on performance tracking and business intelligence Coordinate with international teams on global service partnerships and expansion Required Qualifications: Education & Experience Bachelor's degree in Business Administration, Marketing, Finance, or related field 4-5 years of experience in key account management, business development, or partnership management Prior experience in fintech, digital services, or financial services industries preferred Experience with e-commerce platforms, digital payments, or marketplace operations

PFB the JD For Team Leader Key responsibilities and skills: Demonstrated ability to effectively manage a team. Must Know AHT, Attrition, Shrinkage, YTD/MTD ETC. Expert knowledge of Operations processes and supporting tools. Monitoring customer interactions and providing timely feedback. Conducting quality audits on weekly basis. Studying the team data to analyze and drawing trends. Drawing up action plans for the advisors requiring coaching or development Tracking attrition and performance regularly. Providing updates to OPS Manager regularly with respect to the performance of the team and any issues faced by them. Initiating CAP/DAP as required. Monitoring team performance. Enable development opportunities for team through participation in various initiatives. Prepare development plans for team members and track their implementation. Answering queries raised by the team. Interaction with client on need basis for delivery. Preparing reports, incentive sheet, etc. Identifying process gaps and collaborates with the Client to formulate solutions. Strong written and verbal communication skills; appropriately communicates with all levels of customers from assistants to Sr. Executives. Strong customer service skill. Preferred candidate profile 1) Minimum 1 year experience as TL in BPO is mandatory. 2) Excellent communication is required. 3) Graduation is must. 4) Immediate joiner would be preferred. Work Location - Sector 18, Udyog Vihar Phase 4, Gurgaon (Haryana) 6 days working Contact Dheeraj HR : 7859975043

SEEBURGER INDIA.. Role: Enterprise Service Manager MCS Support. Why This Role is an Exciting Opportunity: Impactful Work: You will be directly supporting well-established enterprise customers, ensuring smooth operations of their SEEBURGER platforms with a significant business impact when issues arise. Growth & Collaboration: Work closely with diverse teams internally, including development, consulting, support, and sales, and engage in proactive customer communication. Leadership & Trust: Become a trusted partner to our enterprise clients, and be the go-to person when it comes to troubleshooting, consulting, and incident management. Scope of Responsibilities: Customer Relationship Building: Establish and maintain close relationships with enterprise customers, earning their trust and ensuring their satisfaction. Incident Management & SLA Oversight: Ensure all service level agreements (SLAs) and key performance indicators (KPIs) are met, and proactively address any incidents or escalations. Proactive Information Sharing: Stay ahead of the curve by providing updates on product features, security alerts, and issues, ensuring your customers are always informed. Cross-Functional Collaboration: Work hand-in-hand with SEEBURGER teams (support, development, consulting, and sales) to provide seamless customer experiences. Consulting & Product Expertise: Identify opportunities for consulting involvement, from new interfaces to infrastructure changes or cloud services like AWS, and ensure customers are using SEEBURGER products efficiently. Root Cause Analysis: Take charge during major incidents as an incident manager and coordinate root cause analysis and problem resolution. A Day in the Life of an Enterprise Service Manager: Monitor & Analyse KPIs: Prepare and analyse reports to ensure performance metrics are met. Incident Oversight: Track all customer incidents and identify problems during regular customer calls. Documentation & Collaboration: Maintain a detailed Collaboration Handbook to document customer landscapes, understand their unique language, and benchmark transaction throughput. Knowledge Sharing: Work closely within the Enterprise Support Team to share insights and best practices. Key Soft Skills Required: Effective Communication: Youll need to translate technical jargon into customer-friendly language. Stress Management: Stay calm and composed in high-pressure situations, ensuring customers remain reassured. Conflict Resolution: Use your expertise to manage and resolve customer conflicts effectively. Technical Expertise: Extensive experience with IBM Sterling / AXWAY / SEEBURGER products etc (8+ years), including troubleshooting using tools like Grafana and Kibana.

The incumbent will be responsible for driving city-level growth through strategic planning, operational excellence, and customer satisfaction. This role oversees end-to-end city operations, including marketing initiatives, team management, cost optimization, compliance, and new store launches, ensuring alignment with business goals and delivering a seamless consumer experience. Promote City Growth Suggest and implement city-level initiatives to attain business targets and growth. Responsible for process excellence across the city units, thereby guaranteeing constant renewal of SOPs in order to reduce wastage and cost and increase customer satisfaction and profitability. Collaborate with the marketing team and relevant stakeholders to generate ideas for increasing the market share of companys PODs in the city. Create a thorough execution plan and implement the same. Collaborate with the marketing team to implement ATL and BTL activities across the city in order to increase the user base. Achieve the set metrics from the delivery standpoint to ensure a higher restaurant rating. Conduct gap analysis and action plans in case of failing to meet set metrics. Establish customer service norms within the city and ensure the complaints are within targets by organizing regular training and process audits. Ensure Customer Satisfaction Interact with the Fleet Ops team to determine ways of reducing the time taken to deliver. Implement ATL & BTL marketing activities to enhance consumer acquisition. City Operations Management Create the checks and balances to ensure a proper inventory is maintained by all teams. Devise ways to identify any deviation and rectify. Conduct reviews with the cluster managers and unit managers on a periodic basis to assess the health of the clusters/units they manage. Check the audit reports of all units/clusters to ensure safety and adherence to hygiene parameters. Conduct audits across the city to assess the operations. Track and analyze metrics to ensure a reduction in food wastage and food costs and an SLA for preparation and delivery time and to increase opportunities for profitability and customer satisfaction. Ensure all expenses in the city are within the budget and identify plans to reduce operational costs, manpower costs, and packaging/delivery costs, as we'll as eliminate unnecessary costs. Ensure adherence to all statutory compliances (FSSAI standards, government or municipality norms, etc) across the city. Liaise with the finance team in case of any fluctuations/deviations in expenses and stock levels. Interact with external stakeholders, government officials, corporate tie-ups, etc in case of escalations, if any. Responsible for internal control systems being followed properly (bill submission/reporting number/process adherence, etc). People and Performance Management Responsible for recruiting, orienting, and coaching employees and setting expectations for work processes and behaviors and conducting periodic reviews to mentor the team. Control attrition by ensuring the implementation of frequent R&R activities, incentive plans, periodic training, and engagement programs for the employees. Set up a grievance redressal mechanism for employees to approach in case of any issues. Safety (people & food) Ensure compliance with all necessary food safety regulations. Ensure basic hygiene is in place. Identify and implement innovative solutions to aid food safety. Ensure the safety/risks are highlighted and safe behavior is displayed within the PODs. Tracking safety scorecard to correct the near misses and review RCA for safety and developing corrective and preventive action (CAPA). NSO (new Store Openings) Execute the launch plan in alignment with the AOP, identify the processes that can derail the plan, and bridge barriers for the team by collaborating with cross-functional teams. Ensure the hiring of the people for the new store. Ensure equipment readiness. Monitor the performance in the new cities/new areas and work with the marketing team to coordinate marketing inventory to boost growth. Key Skills : Operations City-level Strategy Market Expansion Market Penetration Atl/btl Campaigns Delivery Sla Management Process Excellence

Job Summary: We are hiring an experienced RTR (Record to Report) Specialist with a solid background in finance operations within a BPO setting. The ideal candidate must have hands-on experience in RTR processes along with proven transition/migration experience. Key Responsibilities: Execute and manage end-to-end RTR processes including journal entries, general ledger accounting, intercompany accounting, and month-end/year-end closing activities Ensure timely and accurate financial reporting in accordance with accounting standards Drive and support process transitions including knowledge transfer, documentation, and stabilization Identify and implement process improvements for operational efficiency Ensure adherence to SLAs, KPIs, and compliance requirements Work closely with internal and external stakeholders to support business needs Mandatory Requirements: 3+ years of RTR experience in a BPO environment Proven experience in process transition/migration within finance Strong understanding of Record to Report workflows Proficient in accounting tools and ERP systems (e.g., SAP, Oracle) Strong communication and stakeholder management skills Preferred Qualifications: Bachelors degree in accounting, Finance, or a related field Exposure to insurance accounting (added advantage, not mandatory) Experience with automation/analytical tools (e.g., Excel macros, Power BI) is a plus Shift Timing: 2:00 PM to 11:00 PM. (5 Days WFO). 6-12 Months C2H Model (Conversion and Extension) One way Cab facility provided. Interview round: 3 Rounds (Telephonic round, Technical round and HR discussion) Note: We are accepting only R2R profile from BPO sectors The applicants should have extreme good communication skills. 3 or 3+ years of experience must have into R2R Process. Notice period: Immediate joiners or 20 Days. Interested Applicants can reach out to me with your recent updated CV. Regards Nithin N 8660251618 nnithin@astoncarter.com

As the owner of the job file, you will be responsible for creating and updating shipping documents and Customer Invoices in the system. Maersk, a global leader in integrated logistics, values diversity, collaboration, and continuous learning. With over 100,000 employees across 130 countries, together we shape the future of global trade and logistics. Your work at Maersk will directly impact the success of our global operations. You will have ample opportunities for growth and development, both professionally and personally. Join our forward-thinking team that embraces innovation and cutting-edge technologies. Collaborate with colleagues from diverse backgrounds and gain exposure to international business practices. Key responsibilities include owning all Supply Chain Management Operations activities under file management for customers. This involves post-booking file management activities, documentation, system updates, operational finance, proactive communication with customer service, and supporting customer query resolution. You will deliver a superior customer experience, maintain a customer-centric approach, and ensure timely and accurate document submissions. To excel in this role, you must adhere to process and Standard Operating Procedures (SOPs), identify deviations, and maintain effective communication with internal and external stakeholders. Continuous improvement is key, as you work on enhancing team performance and driving process improvements through a Kaizen approach. Your educational background should include a graduate degree from a university or business school, along with 2-3 years of relevant working experience in the shipping/freight forwarding industry. A diploma in Supply Chain Management/Logistics is an added advantage. Desired skills include excellent command of English, communication, interpersonal skills, leadership skills, and proficiency in MS Office products. You should be open to working in perpetual night shifts, rotational shifts, and weekends. Maersk is committed to supporting your needs during the application and hiring process. If you require any special assistance or accommodation, please contact us at accommodationrequests@maersk.com.,

Job Title: Real-Time Analyst (RTA) Location: Bangalore CTC: Up to 5 LPA Notice Period: Immediate to 30 days Experience Required: 14 years Education: Graduate / Undergraduate Industry: BPO / Contact Center Job Summary: We are hiring a Real-Time Analyst responsible for managing and monitoring call center operations in real time. The ideal candidate will be experienced in workforce management tools, queue monitoring, and service level optimization for both domestic and international operations. Key Responsibilities: Monitor real-time call volumes, staffing levels, and agent adherence Manage intraday reports and update stakeholders on SLAs, shrinkage, and deviations Respond to unexpected call volume spikes and reallocate workforce resources as needed Coordinate with operations, WFM, and quality teams to ensure productivity Generate and share hourly, intraday, and end-of-day performance reports Utilize WFM and ACD tools for accurate queue management and escalation tracking Support schedule adjustments and shrinkage tracking for optimum resource utilization Required Skills: 14 years of experience in a real-time or workforce analyst role Proficiency with WFM tools (e.g., IEX, Verint, NICE, Aspect) Strong understanding of SLAs, AHT, occupancy, and real-time adherence metrics Excellent Excel skills (Pivot Tables, Lookups, Reporting Dashboards) Strong analytical thinking, attention to detail, and communication skills Ability to work in rotational shifts (if required)

At Uber, providing amazing customer support that establishes trust for riders, earner partners, eaters, and delivery partners our community is a core feature of our product experience. We invest in this mission and believe in providing the highest quality service executed in the smartest, most efficient way. As a key support role for your Region and WFM Program Manager, you will be involved in various activities to ensure the optimal functioning of designated programs. This includes collaborating with internal stakeholders through meetings, such as performance reviews, team meetings, and project updates. Additionally, you will engage in discussions with external stakeholders, particularly BPOs, regarding capacity management. You will contribute to performance management and assist with data management tasks, including ensuring data accuracy across multiple sources. You will also review forecasts and gather insights for weekly capacity calls with BPO partners. You will also help drive SLA management, reviewing historical and projected metrics, analysing performance data, and presenting observations to address efficiency gaps. This role offers an opportunity to contribute to the success of the WFM Program, making a significant impact on operational efficiency and cost savings. What the Candidate Will Need Meetings with Internal Stakeholders: Attend and participate in performance management discussions Participate and support FTE governance process Contribute to weekly business reviews Meetings with External Stakeholders: Engage in discussions with BPO partners pertaining to capacity management Participate in performance management discussions with external stakeholders Program Management: Manage new LOB launches and footprint changes Provide support for data required for Jira disputes Participate in and contribute to projects that improve business efficiency, such as cost savings and operational efficiency improvements in WFM processes Data Management: Prepare WFM QBR data Ensure WFM data sources and internal reports are up to date Gather and organize insights from reviews for weekly capacity calls with BPO partners Ensure WFM data sources are up to date across SL, AHT, TPH reports, capacity planning, S&D, and other internal/ad-hoc reports and project files SLA Management: Review historical core metrics from a WFM perspective on a weekly basis (Trips, Contact Rate, Inflows, AHT, Occupancy, Shrinkage, Costs, etc.) Review projected capacity in BPOs and ensure alignment with provided forecasts Gather insights from GCC for performance analysis and share with RCO as needed Present observations on efficiency metric degradation, productivity gaps, heatmap issues, seasonality trends, etc. Provide clear insights and recommend actions to address any issues and improve efficiency metrics Basic Qualifications Experience in BPO Workforce Management Advanced Capacity Planning Skills BPO realtime management experience Excellent communication and interpersonal skills to collaborate effectively with internal and external stakeholders Strong stakeholder management skills Strong analytical and problem-solving skills with a keen attention to detail. Ability to derive insights from data and recommend action Ability to work independently and prioritise tasks effectively Should be well versed with use of generative AI tools like Gemini, chatGPT etc. Willing to work in shifts Preferred Qualifications In depth knowledge in Forecasting and Capacity Planning, Erlang, Occupancy, Service Level and ASA Worked in a captive unit to manage outsourced BPO vendor partners Working knowledge in Google Sheets/Excel/SQL/Tableau and Looker Studio Experience in NICE IEX WFM tool *Accommodations may be available based on religious and/or medical conditions, or as required by applicable law.

About The Role Leads the delivery of Client focused procurement services and continuously strives to improve them. Participates in meeting service KPIs executing diverse and time-sensitive activities, considering compliance, quality and efficiency of delivery. Develops business intimacy with local Stakeholders.May lead and/or provides support to other team members in resolving operational issues within own process expertise. - Grade Specific Role Overview:Provides services according to the Service Delivery scope to meet specific KPIsSupports delivery of Procurement services into the BusinessMaintains a proactive working attitude towards the ClientHas basic knowledge of the Stakeholder community within the work perimeterManages relationships with StakeholdersUnderstands P2P processes Has knowledge about cross-functional workMonitors process adherence across work perimeter and escalates as needed Coordinates/supports junior professionals in process adherence and problem solvingIdentifies, reports and participates in process improvements implementationGeneral Responsibilities / Accountabilities:Ensures the daily activities are fulfilled properly and timely in accordance with procedures and KPI targetsDemonstrates knowledge of processes and procedures relevant to the functionAccountable for process compliance within the work perimeterResponsible for a customer focused service towards the client, reacting to client requests and queries in a timely fashionResponsive to local Stakeholders in solving day-to-day activitiesProvides subject matter expertise as needed by other team membersSupports junior professionals in day-to-day activities Helps the team to achieve common goalsActs to overall procurement policies and processesContinually strives to simplify, standardize and improve processes Continually seeks out ways to improve Client satisfactionProactively shares knowledge on on P2P and Service Delivery procedures with other servise delivery team membersSupports transformation projects activites

We are one of the key market leaders in AUTOMOBILE manufacturing and its Sales across the Indian and International markets. We offer a creative and progressive culture with all the exciting challenges and rewards of working for a dynamic, international company. You will be working as Technical Support & Warranty Deputy Manager in our Commercial Vehicles - After Sales CV (ICE & EV) and Spares Business Department. This department works ardently towards providing timely and accurate after sales services to ensure high customer satisfaction and experience, and promote the brand positioning of the products in the market . Your Job Role Summary In this role, you will work towards conducting technical assessments-inspections, resolve technical cases and handle automotive dealers inquiries in accordance with the company's policies to ensure higher customer satisfaction and experience Your Key Deliverables will be: Conducting technical assessments and inspections, providing technical assistance to customers on products purchased, providing troubleshooting assistance and resolving product related concerns. Developing support service network through timely feedback and communication on product improvement or changes related to the concerned areas. Managing automotive dealers inquiries in accordance with the company's policies and providing technical support to resolve them. Providing timely support to field team on technical issues, field failure feedback and analysis and product improvement in terms of quality. Sharing MIS report to all concerned on feedback from the field related to concerns, conclusion, product improvements, etc. Making preparation for new product launch, conducting research on service part requirements and special tool development for existing & upcoming products and making appropriate decision. Enhancing Net Promoter Score through field complaint resolution and product quality enhancement steps Development of technical publications like Service station manuals, Owners service manual, wall charts, etc. Technical Campaign launching& Monitoring. Arrangement to dispatch the modified parts to dealers. Preparation of documents for various audits of Product Support & Warranty. Diagnostic tool development and data analysis. Key Success Factors Enhanced customer satisfaction through excellent technical service provision Accurate analysis of technical faults and immediate trouble shooting Suggestions for improvement in product quality through technical service provisions Essential Qualification : BE / BTech (Mechanical / Automobile Engineering) Or Diploma in Mechanical engineering or Automobile engineering. (Good to have) Desired Qualification : MBA (Marketing) Work Experience : Total 5 or more years of experience in the industry with minimum 2 years in Technical Support in an Automobile Sector. Preferred Technical Skills and Certification Knowledge of vehicle testing procedure and parameters, root cause analysis techniques, automobiles/ parts and functions Stronghold in operations of automobile components Working in CFTs for product improvement Experience in the CV domain Preferred Industry Experience Automobile engineering like Commercial Vehicles, Passenger Vehicles, Three-Wheeler, Tractor Industry or related fields Core and functional competencies Should be proactive and enthusiastic with a willingness to learn and adapt to processes, technology and systems Should be result oriented and self-driven to reach set objectives and targets Demonstrate exceptional customer service orientation from inspection to resolution for each issue Demonstrate attention to detail and possess troubleshooting and problem-solving skills with an ability to work in a team environment. Should possess Critical thinking, use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions to problems Ability to handle complaints, settle disputes and resolve grievances and conflicts or otherwise negotiating with others

We are one of the key market leaders in AUTOMOBILE manufacturing and its Sales across the Indian and International markets. We offer a creative and progressive culture with all the exciting challenges and rewards of working for a dynamic, international company. You will be working as Technical Support & Warranty Deputy Manager in our Commercial Vehicles - After Sales CV (ICE & EV) and Spares Business Department. This department works ardently towards providing timely and accurate after sales services to ensure high customer satisfaction and experience, and promote the brand positioning of the products in the market . Your Job Role Summary In this role, you will work towards conducting technical assessments-inspections, resolve technical cases and handle automotive dealers inquiries in accordance with the company's policies to ensure higher customer satisfaction and experience Your Key Deliverables will be: Conducting technical assessments and inspections, providing technical assistance to customers on products purchased, providing troubleshooting assistance and resolving product related concerns. Developing support service network through timely feedback and communication on product improvement or changes related to the concerned areas. Managing automotive dealers inquiries in accordance with the company's policies and providing technical support to resolve them. Providing timely support to field team on technical issues, field failure feedback and analysis and product improvement in terms of quality. Sharing MIS report to all concerned on feedback from the field related to concerns, conclusion, product improvements, etc. Making preparation for new product launch, conducting research on service part requirements and special tool development for existing & upcoming products and making appropriate decision. Enhancing Net Promoter Score through field complaint resolution and product quality enhancement steps Development of technical publications like Service station manuals, Owners service manual, wall charts, etc. Technical Campaign launching& Monitoring. Arrangement to dispatch the modified parts to dealers. Preparation of documents for various audits of Product Support & Warranty. Diagnostic tool development and data analysis. Key Success Factors Enhanced customer satisfaction through excellent technical service provision Accurate analysis of technical faults and immediate trouble shooting Suggestions for improvement in product quality through technical service provisions Essential Qualification : BE / BTech (Mechanical / Automobile Engineering) Or Diploma in Mechanical engineering or Automobile engineering. (Good to have) Desired Qualification : MBA (Marketing) Work Experience : Total 5 or more years of experience in the industry with minimum 2 years in Technical Support in an Automobile Sector. Preferred Technical Skills and Certification Knowledge of vehicle testing procedure and parameters, root cause analysis techniques, automobiles/ parts and functions Stronghold in operations of automobile components Working in CFTs for product improvement Experience in the CV domain Preferred Industry Experience Automobile engineering like Commercial Vehicles, Passenger Vehicles, Three-Wheeler, Tractor Industry or related fields Core and functional competencies Should be proactive and enthusiastic with a willingness to learn and adapt to processes, technology and systems Should be result oriented and self-driven to reach set objectives and targets Demonstrate exceptional customer service orientation from inspection to resolution for each issue Demonstrate attention to detail and possess troubleshooting and problem-solving skills with an ability to work in a team environment. Should possess Critical thinking, use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions to problems Ability to handle complaints, settle disputes and resolve grievances and conflicts or otherwise negotiating with others

Job Summary Join our dynamic team as a PE-Maps specialist where you will leverage your English communication skills to contribute to our projects. This entry-level position offers an excellent opportunity to gain experience in the ISV domain. You will work from our office during day shifts collaborating with team members to achieve project goals and drive company success. Responsibilities Assist in the development and implementation of mapping solutions to meet project requirements. Collaborate with team members to ensure timely delivery of project milestones. Communicate effectively with stakeholders to gather and clarify project specifications. Analyze data and provide insights to enhance mapping accuracy and efficiency. Support the team in troubleshooting and resolving technical issues related to mapping projects. Participate in team meetings to discuss project progress and address any challenges. Contribute to the documentation of project processes and outcomes for future reference. Engage in continuous learning to stay updated with the latest mapping technologies and trends. Provide feedback and suggestions for process improvements to enhance project outcomes. Work closely with cross-functional teams to ensure alignment and integration of mapping solutions. Maintain a high level of attention to detail to ensure data integrity and accuracy. Utilize English communication skills to effectively convey technical information to non-technical stakeholders. Demonstrate adaptability and willingness to take on new challenges as they arise. Qualifications Possess strong English communication skills to facilitate effective collaboration. Have a basic understanding of mapping technologies and their applications. Show interest or experience in the ISV domain which is considered a plus. Exhibit a proactive approach to learning and professional development. Display strong analytical skills to interpret data and provide actionable insights. Demonstrate the ability to work independently as well as part of a team. Be detail-oriented with a focus on delivering high-quality work.

Senior Service Desk Engineer Job Description & Skills Required Extensive technical expertise in IT Service Desk operations via chat, email, and voice, with demonstrated leadership abilities. Proven experience (58 years) in managing and resolving complex incidents, ensuring SLA compliance. Exceptional communication skills, enabling professional engagement with end users and stakeholders, including keeping them informed on incident progress, changes, and outages. Strong remote L2/L3 support background for desktop, laptop, and application-related escalations. Ability to mentor and guide junior engineers, collaborating effectively with cross-functional teams. Fluent English proficiency (written and verbal). Deep understanding of business objectives and strategic alignment of IT services. ITIL Certification is mandatory, with robust knowledge in Service Desk, Incident, Problem, and Change Management processes. Extensive hands-on experience with ServiceNow or other ITSM and ticketing tools. Proactive in reviewing tickets and ensuring timely closure, following up persistently. Excellent multitasking skills and adaptability in dynamic, fast-paced environments. Willing to work flexible 24/7 rotational shifts as required. Superior analytical skills and a track record of solving complex problems. Technical Expertise & Troubleshooting Skills Advanced troubleshooting for Windows Operating Systems and Active Directory administration. Comprehensive support for O365 Suite Applications. Configuration and troubleshooting for VPN technologies (Pulse Secure, AnyConnect, etc.). SAP system support and troubleshooting. Virtual Desktop Infrastructure (VDI) support. Expertise in endpoint management suites (e.g., SCCM, Desktop Central). Application troubleshooting and performance tuning. Preferred Qualifications Bachelors degree in Computer Science, Information Technology, or related field. Additional relevant certifications (e.g., Microsoft, Cisco) are desirable. Experience with automation of service desk workflows and scripting. This role requires a seasoned professional who leads incident resolution, ensures high-quality IT support delivery, and drives continuous service improvement.

Manage and oversee day-to-day operations. Ensure compliance with company policies, SLAs, and quality standards. Monitor KPIs (e.g., call volume, response time, CSAT) and implement strategies to meet or exceed targets.

Job Summary: The Service Level Manager (L2) is responsible for managing and maintaining the agreed service levels between IT service providers and business units. This role ensures that all services are delivered according to contractual obligations and internal service agreements, driving continuous improvement in service quality and customer satisfaction. Key Responsibilities: Define, negotiate, and agree on service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts (UCs) with customers and internal teams. Monitor service performance against agreed SLAs and KPIs, ensuring timely reporting and escalation of any issues. Act as the primary point of contact for all service level-related activities and communications. Collaborate with service delivery teams, incident and problem managers to resolve service issues and improve service reliability. Analyze trends and service performance data to identify areas for improvement and recommend corrective actions. Facilitate regular service review meetings with stakeholders and present performance reports. Drive continuous service improvement initiatives and contribute to the IT Service Management (ITSM) framework. Support the development and maintenance of service management policies, procedures, and documentation. Manage customer expectations and ensure that service delivery aligns with business needs. Assist in capacity planning, change management, and risk management as related to service levels. Mandatory Skills: ITIL Service Level Mgmt. Experience: 5-8 Years.

Roles and Responsibilities Manage a team of customer service representatives to deliver exceptional customer experiences. Oversee daily operations, ensuring adherence to SLAs and KPIs while maintaining high levels of productivity. Develop and implement strategies to reduce shrinkage, attrition, and improve overall team performance. Collaborate with other departments (e.g., training, HR) to resolve issues and drive continuous improvement initiatives. Ensure effective floor management by monitoring agent activity reports, identifying trends, and taking corrective actions. Desired Candidate Profile 3-8 years of experience in BPO operations or similar industry as a Team Leader or Supervisor. Strong people management skills with ability to lead cross-functional teams effectively. Excellent communication skills for effective collaboration with stakeholders at all levels. Proven track record of driving results through process improvements and cost reduction initiatives.

Roles and Responsibilities Manage a team of customer service representatives to deliver exceptional customer experiences. Oversee daily operations, ensuring adherence to SLAs and KPIs while maintaining high levels of productivity. Develop and implement strategies to reduce shrinkage, attrition, and improve overall team performance. Collaborate with other departments (e.g., training, HR) to resolve issues and drive continuous improvement initiatives. Ensure effective floor management by monitoring agent activity reports, identifying trends, and taking corrective actions. Desired Candidate Profile 3-8 years of experience in BPO operations or similar industry as a Team Leader or Supervisor. Strong people management skills with ability to lead cross-functional teams effectively. Excellent communication skills for effective collaboration with stakeholders at all levels. Proven track record of driving results through process improvements and cost reduction initiatives.

Roles and Responsibility Manage and implement process improvements to increase efficiency and productivity. Collaborate with cross-functional teams to identify and prioritize project requirements. Develop and maintain process documentation and standard operating procedures. Analyze data and metrics to measure process performance and make informed decisions. Identify and mitigate risks associated with process changes or improvements. Provide training and support to team members on new processes and procedures. Job Requirements Strong understanding of IT Services & Consulting industry trends and best practices. Excellent communication, leadership, and problem-solving skills. Ability to work in a fast-paced environment and adapt to changing priorities. Strong analytical and decision-making skills with attention to detail. Experience with process management tools and technologies. Ability to collaborate effectively with cross-functional teams.

Role Overview As a Process Manager , you will design, implement, and continuously optimize business processes to enhance efficiency, reduce costs, and align operations with organizational objectives. You will collaborate across departments, use data-driven insights, and drive improvement initiatives. Key Responsibilities Analyze existing workflows to identify inefficiencies and bottlenecks. Develop and execute process improvement strategies (Lean, Six Sigma, BPMN). Document processes through SOPs, process maps, and workflow charts. Lead cross-functional teams and manage process projects end-to-end. Monitor KPIs such as cycle time, error rates, and quality metrics to assess impact. Facilitate staff training and workshops for updated procedures. Ensure compliance with internal standards and regulatory requirements. Drive automation and digital process transformation initiatives. Conduct root cause analysis and recommend corrective actions.

Roles and Responsibility Manage and implement process improvements to increase efficiency and productivity. Collaborate with cross-functional teams to identify and prioritize project requirements. Develop and maintain process documentation and standard operating procedures. Analyze data and metrics to measure process performance and make informed decisions. Identify and mitigate risks associated with process changes or improvements. Provide training and support to team members on new processes and procedures. Job Requirements Strong understanding of IT Services & Consulting industry trends and best practices. Excellent communication, leadership, and problem-solving skills. Ability to work in a fast-paced environment and adapt to changing priorities. Strong analytical and decision-making skills with attention to detail. Experience with process management tools and technologies. Ability to collaborate effectively with cross-functional teams.

Role Overview As a Process Manager , you will design, implement, and continuously optimize business processes to enhance efficiency, reduce costs, and align operations with organizational objectives. You will collaborate across departments, use data-driven insights, and drive improvement initiatives. Key Responsibilities Analyze existing workflows to identify inefficiencies and bottlenecks. Develop and execute process improvement strategies (Lean, Six Sigma, BPMN). Document processes through SOPs, process maps, and workflow charts. Lead cross-functional teams and manage process projects end-to-end. Monitor KPIs such as cycle time, error rates, and quality metrics to assess impact. Facilitate staff training and workshops for updated procedures. Ensure compliance with internal standards and regulatory requirements. Drive automation and digital process transformation initiatives. Conduct root cause analysis and recommend corrective actions.

Dear Job Professionals, Hiring | Assistant Manager Operations | E-commerce Voice Process | Bangalore We are currently hiring for the position of Assistant Manager – Operations in Bangalore for a domestic e-commerce voice process with a leading multinational BPO. If you have a strong background in customer service operations, leadership skills, and are ready to take the next step in your BPO career, this role is for you. Job Title: Assistant Manager – Operations Location: Bangalore Industry: BPO – Customer Support (E-commerce Voice) Employment Type: Full-Time, Permanent Work Mode: Work from Office Shift: Rotational shifts, 6 days working Interview Mode: Virtual Relocation Assistance: Not provided About the Company: We are a reputed BPO solutions provider, supporting India’s leading e-commerce platforms. Known for operational excellence and a high-performing work culture, we are expanding in Bangalore and looking for dynamic leaders to join our mission of delivering world-class customer experiences. Role Overview: As an Assistant Manager – Operations, you will be responsible for managing end-to-end voice support functions, leading teams, and ensuring performance excellence in a fast-paced e-commerce environment. Key Responsibilities: Lead and manage voice-based customer support teams Drive daily KPIs and SLAs including AHT, CSAT, FCR, and Quality Supervise TLs, QAs, and agents, ensuring floor compliance and operational effectiveness Monitor team performance, conduct appraisals, and create development plans Manage escalations, client interactions, and cross-functional coordination Optimize processes and implement performance improvement strategies Prepare and present operational reports to leadership and stakeholders Eligibility Criteria: Minimum 5 years of total BPO experience, with at least 2 years in an AM role Must have handled voice-based e-commerce customer service processes Graduate or above in any discipline Excellent communication in both Hindi and English is mandatory Proven ability to lead, coach, and manage large teams Must be flexible with rotational shifts Only immediate joiners or those with less than 15 days’ notice will be considered Candidates from e-commerce BPO background will be strongly preferred Compensation & Benefits: Salary: Up to 8 LPA (based on last drawn CTC and experience; max 30% hike applicable) Additional: Quarterly performance bonus as per company policy Opportunity to grow within a globally recognized e-commerce process How to Apply: Send your updated resume to Homa via WhatsApp at 9696714723 (If unavailable, kindly drop a message mentioning: AM Bangalore – E-commerce Voice ) Stay Updated: Join our WhatsApp Hiring Channel: https://whatsapp.com/channel/0029VaLXmHBEKyZFIm6giY0 #AssistantManagerJobs #BPOCareers #EcommerceSupport #VoiceProcess #BangaloreJobs #LeadershipRoles #SeniorHiring #CustomerSupportJobs #ApplyNow #OperationsManager #TeamHandling #BPOJobs #ShiningStarsITPL #HiringNow

Your Role Providing guidance, mentorship, and leadership to team members, fostering a positive and productive work environment. Leading and coordinating infrastructure projects, from planning and execution to delivery and closure. This includes defining scope, timelines, and budgets. Building and maintaining strong relationships with clients, understanding their needs, and ensuring their satisfaction. Managing and resolving incidents and problems related to infrastructure, working with relevant teams to minimize impact and downtime. Your Profile Ensuring the smooth and efficient delivery of IT infrastructure services, including network, servers, storage, and security. Managing and resolving incidents and problems related to infrastructure, working with relevant teams to minimize impact and downtime. Managing project budgets, tracking expenses, and ensuring cost-effectiveness. Tracking key performance indicators (KPIs), generating reports, and providing insights on service performance. What will you love working at Capgemini Capgemini emphasizes ITIL-based service management practices, ensuring structured, efficient, and customer-focused service delivery. This is ideal for professionals who want to deepen their expertise in ITSM, incident/problem/change management, and service delivery governance. Would be working in cutting-edge cloud IT infra technology with high performance capability team Career Growth & Global Exposure Focus on Innovation, Cloud, Security & AutomationInclusive Culture & Strong Support System