1893 Sla Management Jobs - Page 34

Job Description: Assistant Manager Report to : Operations manager Department: Service Delivery Unit Location: Bangalore, India Contact Scope: Mentioned Below [ WE ONLY CONSIDER ASSISTANT MANAGER PROFILES AND NOT TEAM LEADERS, THOSE WHO HAVE TAKEN THE INTERVIEW THEY SHALL COMPLETE THE COOLING PERIOD OF ONE YEAR ] [ MINIMUM 8 YEARS OF EXPERIENCE AND SHOULD WORK AS ASSISTANT MANAGER FOR ATLEAST ONE YEAR ] Roles and responsibilities: Purpose of the Position: In this pivotal role, critical leadership will be expected during this exciting and transformative time for the company a unique opportunity for the right candidate. Leading the Service Delivery team, managing conflicts, and ensuring the teams processes and tasks are carried out efficiently. Managing finances and budget. You will lead and manage the internal delivery teams to review incidents, problems, and any other operations issues impacting the client. Drive the teams to remediate problems and provide root cause analysis as needed. You will lead and supervise Service Delivery Supervisors and a number of client teams to establish and maintain a motivated and skilled service delivery workforce. Oversee the daily operations to ensure client satisfaction, work quality and efficiency, current and future business needs are met; Identify and lead the department, division or company level projects to realize corporate goals and strategies. Responsibilities: Talent Inventory: Manage and coach direct reports to be effective in both client management and people management. Identify, develop and retain high-potential employees by providing effective leadership, coaching, training, and performance evaluation to team members and their supervisors. Client Services: Oversee the daily operations of each client team to ensure client satisfaction; manage email, phone or, in-person interactions with clients to maintain and enhance client relationships; execute company-wide client-related programs to ensure consistent service delivery and brand promises; Oversee on-boarding of new clients. Business Growth: Proactively seeks opportunities to improve client experience and drive business growth. Support US-based business development functions effectively in acquiring new clients and developing existing clients. Ensure all department activities comply with information security policies. Problem Solving: Resolve high-impact client issues or new situations by analyzing root cause, identifying key steps to form a plan, pulling resources and acquiring support from different departments and functions, executing and making necessary changes, and communicating effectively. Managing Projects: Stay well informed of corporate goals and strategies; identify and lead the department, division, or company-level projects. Lead assigned cross-function or company-wide activities and projects. Employee Engagement and Budget: Manages staffing level and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction, and business development needs. Manages priorities and budgets to meet company, department, and team goals. The above responsibilities are not inclusive. Other responsibilities may be assigned to this job position depending on business needs. Contact Scope: HR - 9035516398 Email ID - varshitha_devaraj@resourcepro.in Internal Contacts: Team members within the client team, Supervisor External Contacts: Client contacts Minimum Qualifications: Education Background: Major N/A, Degree Bachelor, Licenses/Certificates N/A Working Experience: Minimum 8 years experience, 3 years management experience Some of the mandatory skill sets required: Operations / Process / Transition Management Client Focus Coaching and Training SOP Creation and management Quality - Auditing, Planning, Target Setting Interpersonal Communication Capacity Planning Employee Retention Team Performance Shift Timings: Regular Shift: 8:00 AM to 5:00 PM | 8:30 AM to 5:30 PM Real-Time Shift: 6:30 PM to 3:30 AM | 7:30 PM to 4:30 AM | 8:30 PM to 5:30 AM | 9:30 PM to 6:30 AM Contact Scope: HR - 9035516398 Email ID - varshitha_devaraj@resourcepro.in Location: 2nd, 3rd & 7th Floor, Hub 4, Karle Town Center (SEZ), Kempapura Main Road, Nagavara, Bengaluru - 560045, India

Immediate Hiring for US Chat Process Location- Hyderabad Shift-: US shift (Night Shift) Cabs available Min 2 Yr Exp in International Chat Process Excellent Comms Sal 5 LPA Call@9205503253 / 9953262467 or share cv to sumit@shadowplacements.com Required Candidate profile Experience of International Chat Process is mandatory. candidate must have experience of live and multiple chat handling exp Domestic exp will not be considered Call@ 9155791190

!Hiring for CMM level 5 organisation!!Ensure that specific and measurable targets are developed for all IT services. Monitor service performance against SLAs.Should be flexible to work in rotational shifts.People management includes roster management Required Candidate profile Location:Lower Parel Experience:4+ Years contact: kanchan@peshr.com/9867762401 Should have good communication skill (Verbal & Written) ITIL Knowledge or Certification

Job Title: Monitoring cum MIS Expert Job Summary The Monitoring cum MIS Expert will be responsible for data analysis, preparation of reports and presentations, supporting the Department in data analytics, and monitoring Service Level Agreements (SLAs). The role requires experience in analytics, dashboard creation, and IT SLA monitoring within government or multilateral projects. Key Responsibilities Perform data analysis and generate actionable insights. Prepare comprehensive reports and presentations for stakeholders. Support the Department in data analytics initiatives. Monitor Service Level Agreements (SLAs) to ensure compliance. Develop and manage dashboards for performance tracking. Qualification Criteria B.E/B.Tech (Any specialization) or MCA from a recognized university or institute. Experience Requirements Minimum 5 years of work experience, including at least 3 projects related to analytics, dashboard creation, or IT SLA monitoring with Central/State Government, Multilateral Institutions, or government agencies. Required Skills Strong data analysis capabilities. Proficiency in report and presentation preparation. Experience in dashboarding and data visualization. Knowledge of SLA monitoring and compliance. Familiarity with government project environments. We kindly request that you apply only if you meet the required criteria outlined above. Please note that profile selection will be based on your responses to the questions below. We encourage you to answer thoughtfully, as your responses will be a key part of the evaluation process.

Job DescriptionJob Description SOTIs growth and success is a result of commitment to innovation through entrepreneurial culture and leadership. Employees are driven to make an impact, offer a unique value and most importantly, be part of a winning team. You are an educated professional at an early stage of your career. As a Tech Support Manager you have a great passion for modern technology, and you are driven by your energy to identify and resolve complex problems, while providing excellent customer service. If you are eager to prove your understanding of computer networking principles, your strong problem-solving abilities in a fast paced environment, and you are willing to learn and grow, then this position offers numerous growth opportunities and a long-lasting career with SOTI. Responsibilities Responsible for managing team leads and support engineers from level 1 to level 3. Conducts one-on-one meetings with all reporting team members. Ensures that all SLA’s are met for customer responses. Performance reporting to management on monthly basis. Coaches and Develops team members to ensure they perform and meet their career goals. Responsible for providing required resources to team members for smooth functioning of the department. Works closely with other departments to streamline processes for management. Implements required changes in processes and documentation to meet growing departmental requirements. Qualifications Degree or Diploma in Computer Networking, Information Technology, Computer Science or a related technical field Minimum 3+ years of technical support management experience and 6+ years of experience as technical support lead. Outstanding verbal and written communication skills in English Strong problem-solving abilities, Strong team player (i.e. flexible, hard-working, fast-learner, self-motivated, results oriented) Knowledge of mobile computing space (Windows Mobile, iOS, Blackberry and Android devices) Knowledge of software technologies such as networking and databases Any prior experience working with mobile device management solutions is an asset Any experience with Microsoft SQL

Greetings from ReSource Pro!!! . Job Description: Job Title: Assistant Manager, Service Delivery, India Working Experience: Minimum 9 years experience, 1 + years of experience as an Assistant Manager. Department: Service Delivery Unit Minimum Qualifications: Graduation Major N/A Competencies, Skills and Behaviors: Manages for effective performance and develop staff Build effective team relationships Communicates effectively Demonstrates functional excellence Customer centric Location: Bangalore, India Purpose of the Position: In this pivotal role, critical leadership will be expected during this exciting and transformative time for the company a unique opportunity for the right candidate. In this role, you will lead and manage the internal delivery teams to review incidents, problems, and any other operations issues impacting the client. Drive the teams to remediate problems and provide root cause analysis as needed. In this role, you will lead and supervise Service Delivery Supervisors and a number of client teams to establish and maintain a motivated and skilled service delivery workforce. Oversee the daily operations to ensure client satisfaction, work quality and efficiency, current and future business needs are met. Identify and lead the department, division or company level projects to realize corporate goals and strategies. Principal Responsibilities: Talent Inventory: Manage and coach direct reports to be effective in both client management and people management. Identify, develop and retain high-potential employees by providing effective leadership, coaching, training, and performance evaluation to team members and their supervisors. Client Services: Oversee the daily operations of each client team to ensure client satisfaction; manage email, phone or, in-person interactions with clients to maintain and enhance client relationships; execute company-wide client-related programs to ensure consistent service delivery and brand promises; Oversee on-boarding of new clients. Business Growth: Proactively seeks opportunities to improve client experience and drive business growth. Support US-based business development functions effectively in acquiring new clients and developing existing clients. Ensure all department activities comply with information security policies. Problem Solving: Resolve high-impact client issues or new situations by analyzing root cause, identifying key steps to form a plan, pulling resources and acquiring support from different departments and functions, executing and making necessary changes, and communicating effectively. Managing Projects: Stay well informed of corporate goals and strategies; identify and lead the department, division, or company-level projects. Lead assigned cross-function or company-wide activities and projects. Employee Engagement and Budget: Manages staffing level and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction, and business development needs. Manages priorities and budgets to meet company, department, and team goals. The above responsibilities are not inclusive. Other responsibilities may be assigned to this job position depending on business needs. Contact Scope: Contact - HR Sharath Srinivas| 7892361291 | Call & Whatsapp | Email -Sharath_Srinivas@resourcepro.in

Greetings From Prochant !!! Key Responsibilities and Duties: As a Team Leader you are responsible for several areas that are key to success for the Prochant, an outsourced billing service in the U.S. healthcare industry. In this role, you are accountable to manage the team and ensure production and quality targets are met as per company requirement. You are responsible for identifying issues and alerting the appropriate parties before these issues are identified by the client. Your job is to enhance and expand the capacity of your team members, allowing Prochant to expand the scope of its teams to include a much larger client base. Essential Functions Production Monitoring - overall responsibility for monitoring daily production for assigned clients and updating the Connect Portal with this information. Review Reports review key reports for accuracy and quality. These reports include: Production log (Target Vs. Achieved), Cash posting log, Cash to back reports, Transmission log such as claims entry log, commercial rejection log, BT rejection log and printing log. Daily Standing Meeting - Prepare respective report for daily meeting, reporting results and associated red flags. Always bring proposed solutions when reporting these issues. Allocation of work - Prepare downloads of respective process and allocate the work to the subordinates and ensure a smooth flow of production. Escalations - Identifying issues, resolving and escalating it to the Senior Team Leader and Managers . Quality Assurance - Overall responsible for the quality of the team for all Day process. Communication - Good rapport with Senior Team Leader and Assistant Manager, review emails and tasks typically sent to the Senior Account Manager and respond or forward as appropriate, taking a significant work load off of the SAM. Month End - overall responsibility for ensuring that month end procedures like Client invoicing reports and month end closing reports are maintained in timely manner. Training - Interface with the training team based on red flags and accuracy issues to ensure proper staff education. Performance Review - Periodic one to one meeting on Performance review. Team Meeting - Responsible to conduct Team meetings on regular basis to update and coordinate the Team performance Note: we are looking for the candidate who have mandatory experience in payment posting, charge entry, FEB, rejection and denials. Benefits Salary & Appraisal - Best in Industry Excellent learning platform with great opportunity to build career in Medical Billing Quarterly Rewards & Recognition Program Dinner for Night Shift Upfront Leave Credit Only 5 days working (Monday to Friday) Contact Person : Abdul Wahab Interested candidates call / whats app to 8248165076 or share your updated CV to abdulwahab@prochant.com

Responsible for overall Operational Efficiency of the Zone. Ensure stock availability on the floor including proper Product handling. Managing and Improving the Customer satisfaction. Improve the Customer Service by tracking and resolving Customer grievances. Improve Team members operational efficiency through Training and coaching. Managing, Motivating and Mentoring the Team. Control of Shrinkage. Ensure to update the all relevant documents and registers. To follow the defined SOPs.

Invoice Processing , PO and Non PO Contact cross functional teams via email for query resolution To perform all the tasks with SLA Contact cross functional teams via email for query resolution Monitoring & reviewing the activities to ensure SLAs are met Need to handle a team in absence of Manager Help others to resolve the process issues Work on RCAs & action plans Should able to manage first level client stakeholders independently Manage his own & teams deliverables and ensure that all the SLAs are met Find the issues in order booking & resolve quickly Meet the key performance indicators as set by the Manager Identify the process gaps & share with Managers Build DPMs & FMEAs Meet the customer expectations Qualifications Any GraduateKnowledge of MS office (Excel, Word, and Power point) Job Location

Lead month-end and year-end close processesPrepare and review journal entries and account reconciliationsEnsure timely and accurate financial reportingSupport internal and external auditsDrive process improvements and automation initiativesMaintain compliance with accounting standards and internal controlsCollaborate with other finance functions (AP, AR, FP&A) Qualifications Bachelors degreeRTR or general accounting experienceExperience with ERP systems (SAP, Oracle, etc.)Strong analytical and problem-solving skills Job Location

Insightsoftware is a growing, dynamic software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team! LocationIndia (Preferred in Hyderabad) Employment TypeFull-time Responsibilities : Lead and manage global support teams, including hiring, onboarding, and performance reviews. Ensure 24/7 support coverage through effective scheduling and resource planning. Drive AI and automation initiatives to enhance support efficiency. Monitor customer sentiment and engage directly with clients to resolve issues and understand needs. Collaborate cross-functionally with product, engineering, and cloud teams to share updates and insights. Communicate product and infrastructure changes to clients proactively. Set, track, and report on team KPIs and goals. Maintain support documentation and foster a culture of continuous improvement and knowledge sharing. Qualifications Qualifications Must-Have Skills: Bachelor's Degree in Business, Finance or Computer Science or relevant work experience 8+ years in customer service or technical support management, ideally in financial environments with overall experience in the IT Industry between 12-15 Years Experience in Managing the teams and working in a Matrix Environment Proficient with Salesforce or similar ticketing systems. Hands-on experience with AI tools and implementing AI in support operations. Strong client-facing communication and interpersonal skills. Excellent problem-solving, critical thinking, and attention to detail. Proven ability to lead, mentor, and develop high-performing teams. Adaptable, organized, and effective in fast-paced, dynamic settings. Deep commitment to customer service excellence and empathetic client support. Required to work in U.S shifts or as defined by assigned requirements Willingness to be on-call on holidays or weekends or as required by the business Nice-to-Have Skills: Familiarity with ERP systems like NetSuite, Oracle, SAP Strong knowledge of databases (Postgres, SQL, Oracle) Experience with cloud-based solutions and infrastructure Knowledge of ITIL processes and best practices Passion for technology and customer success Additional Information ** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. ** Additional Information Key Competencies: Strategic Thinking Problem-Solving Data Analysis Executive Level Communication Skills Organization and Planning Cross-Functional Leadership Risk Management Stakeholder Management Resource Management Process Improvement ** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located . ** insightsoftware Hear From Our Team - InsightSoftware (wistia.com) Background checks are required for employment with insightsoftware, where permitted by country, state/province.

We are looking for a skilled Senior Process Manager to join our team at eClerx Services Ltd., an IT Services & Consulting company. The ideal candidate will have 6-8 years of experience in process management and a strong background in managing complex processes. Roles and Responsibility Develop and implement process improvements to increase efficiency and productivity. Manage and maintain existing processes, ensuring compliance with industry standards. Collaborate with cross-functional teams to identify areas for improvement. Analyze data and metrics to inform process decisions and optimize outcomes. Lead and guide junior team members to ensure successful process implementation. Identify and mitigate risks associated with process changes or updates. Job Requirements Proven experience as a Process Manager with a minimum of 6 years of experience. Strong understanding of process management principles and methodologies. Excellent analytical, problem-solving, and communication skills. Ability to work effectively in a fast-paced environment and prioritize tasks. Experience with process improvement tools and techniques. Strong leadership and team management skills.

We are looking for a skilled Senior Process Manager to join our team at eClerx Services Ltd., an IT Services & Consulting company. The ideal candidate will have 6-8 years of experience in process management and a strong background in managing complex processes. Roles and Responsibility Manage and oversee the development, implementation, and improvement of business processes. Analyze and identify areas for process improvement and implement changes to increase efficiency and productivity. Collaborate with cross-functional teams to ensure seamless execution of processes. Develop and maintain process documentation and standards. Ensure compliance with regulatory requirements and industry standards. Identify and mitigate risks associated with processes. Job Requirements Strong understanding of process management principles and methodologies. Experience in managing complex processes and projects. Excellent analytical and problem-solving skills. Ability to work collaboratively with stakeholders. Strong communication and interpersonal skills. Experience in implementing process improvements and driving business growth.

We are looking for a skilled Senior Process Manager to join our team at eClerx Services Ltd., with 6-10 years of experience in the IT Services & Consulting industry. The ideal candidate will have a strong background in process management and excellent leadership skills. Roles and Responsibility Manage and implement new processes and procedures to improve efficiency and productivity. Analyze existing processes and identify areas for improvement. Develop and maintain process documentation and standard operating procedures. Collaborate with cross-functional teams to ensure seamless process implementation. Monitor and report on process performance metrics. Identify and mitigate risks associated with process changes. Job Requirements Proven experience as a Process Manager or similar role. Strong understanding of process management principles and methodologies. Excellent communication, leadership, and problem-solving skills. Ability to analyze complex data sets and make informed decisions. Experience with process improvement tools and techniques. Strong attention to detail and ability to prioritize tasks effectively.

We are looking for a skilled Associate Process Manager to join our team at eClerx Services Ltd. The ideal candidate will have 6-11 years of experience in the IT Services & Consulting industry, with expertise in process management and excellent leadership skills. Roles and Responsibility Manage and implement process improvements to increase efficiency and productivity. Develop and maintain process documentation and standard operating procedures. Collaborate with cross-functional teams to identify areas for improvement and implement changes. Analyze data and metrics to measure process performance and make informed decisions. Provide training and support to team members on new processes and procedures. Identify and mitigate risks associated with process failures or disruptions. Job Requirements Strong understanding of process management principles and methodologies. Excellent communication and interpersonal skills for effective collaboration with stakeholders. Ability to analyze complex data and make informed decisions. Experience with process documentation and standard operating procedures. Strong problem-solving skills to resolve issues and improve processes. Ability to work in a fast-paced environment and adapt to changing priorities.

We are looking for a skilled Process Manager to join our team at eClerx Services Ltd. The ideal candidate will have 6-8 years of experience in process management, preferably in the IT Services & Consulting industry. Roles and Responsibility Develop and implement efficient processes to enhance productivity and quality. Analyze existing processes and identify areas for improvement. Collaborate with cross-functional teams to align with business objectives. Monitor and control processes to ensure compliance with industry standards. Identify opportunities for cost savings and process improvements. Implement changes to improve overall process performance. Job Requirements Proven experience as a Process Manager or similar role. Strong understanding of process management principles and methodologies. Excellent analytical and problem-solving skills. Ability to work effectively in a fast-paced environment. Strong communication and interpersonal skills. Experience with process improvement tools and techniques. Competitive salary and benefits will be offered to the right candidate.

We are looking for a skilled Process Manager to join our team at eClerx Services Ltd., an IT Services & Consulting company. The ideal candidate will have 6-8 years of experience in process management and a strong background in managing processes. Roles and Responsibility Manage and implement new processes to improve efficiency and productivity. Analyze existing processes and identify areas for improvement. Develop and maintain process documentation and standard operating procedures. Collaborate with cross-functional teams to ensure seamless process implementation. Monitor and report on process performance metrics. Identify and mitigate risks associated with process changes. Job Requirements Proven experience as a Process Manager or similar role. Strong understanding of process management principles and methodologies. Excellent analytical and problem-solving skills. Ability to work effectively in a fast-paced environment. Strong communication and interpersonal skills. Experience with process management tools and software. A graduate degree is required for this position.

We are looking for a skilled Process Manager to join our team at eClerx Services Ltd., an IT Services & Consulting company. The ideal candidate will have 6-8 years of experience in process management and a strong background in managing processes. Roles and Responsibility Manage and implement new processes to improve efficiency and productivity. Analyze existing processes and identify areas for improvement. Develop and maintain process documentation and standard operating procedures. Collaborate with cross-functional teams to ensure seamless process implementation. Monitor and report on process performance metrics. Identify and mitigate risks associated with process changes. Job Requirements Proven experience as a Process Manager or similar role. Strong understanding of process management principles and methodologies. Excellent analytical and problem-solving skills. Ability to work effectively in a fast-paced environment. Strong communication and interpersonal skills. Experience with process improvement tools and techniques. A graduate degree is required for this position.

We are looking for a skilled Process Manager to join our team at eClerx Services Ltd., an IT Services & Consulting company. The ideal candidate will have 6-8 years of experience in process management and a strong background in managing processes. Roles and Responsibility Manage and implement new processes to improve efficiency and productivity. Analyze existing processes and identify areas for improvement. Develop and maintain process documentation and standard operating procedures. Collaborate with cross-functional teams to ensure seamless process implementation. Monitor and report on process performance metrics. Identify and mitigate risks associated with process changes or improvements. Job Requirements Strong understanding of process management principles and methodologies. Excellent analytical and problem-solving skills. Ability to work effectively in a fast-paced environment and prioritize tasks. Strong communication and interpersonal skills. Experience with process improvement tools and techniques. Ability to lead and motivate teams to achieve process goals.

We are looking for a skilled Senior Process Manager to join our team at eClerx Services Ltd., an IT Services & Consulting company. The ideal candidate will have 6-10 years of experience in process management and a strong background in managing processes. Roles and Responsibility Manage and implement new processes to improve efficiency and productivity. Analyze existing processes and identify areas for improvement. Develop and maintain process documentation and standard operating procedures. Collaborate with cross-functional teams to ensure seamless process implementation. Monitor and report on process performance metrics. Identify and mitigate risks associated with process changes or improvements. Job Requirements Proven experience as a Process Manager with a minimum of 6 years of experience. Strong understanding of process management principles and methodologies. Excellent analytical and problem-solving skills. Ability to work effectively in a fast-paced environment and prioritize tasks. Strong communication and interpersonal skills. Experience with process management tools and software is preferred.

We are looking for a skilled Process Manager to join our team at eClerx Services Ltd. The ideal candidate will have 6-8 years of experience in process management, preferably in the IT Services & Consulting industry. Roles and Responsibility Manage and implement process improvements to increase efficiency and productivity. Develop and maintain process documentation and standard operating procedures. Collaborate with cross-functional teams to identify and resolve process issues. Analyze data and metrics to measure process performance and make informed decisions. Implement quality control measures to ensure high-quality output. Lead and motivate a team of process managers and analysts. Job Requirements Strong understanding of process management principles and methodologies. Excellent communication and interpersonal skills. Ability to analyze complex data and make informed decisions. Experience with process improvement tools and techniques. Strong leadership and management skills. Ability to work in a fast-paced environment and adapt to changing priorities.

We are looking for a skilled Associate Process Manager to join our team at eClerx Services Ltd. The ideal candidate will have 4 to 9 years of experience in the IT Services & Consulting industry, with a strong background in process management and excellent leadership skills. Roles and Responsibility Manage and implement new processes and procedures to improve efficiency and productivity. Analyze existing processes and identify areas for improvement. Develop and maintain process documentation and standard operating procedures. Collaborate with cross-functional teams to ensure seamless process implementation. Monitor and report on process performance metrics. Identify and mitigate risks associated with process changes or improvements. Job Requirements Minimum 4 years of experience in process management or a related field. Strong knowledge of process management principles and methodologies. Excellent communication and interpersonal skills. Ability to work effectively in a fast-paced environment and prioritize tasks. Strong analytical and problem-solving skills. Experience with process improvement tools and techniques.

Lead a team of Eazy DMS Support Specialists Team leaders and Mangers (160 FTEs), providing coaching, mentoring, and performance feedback aligned with individual development plans. • Foster a collaborative and results-oriented team environment that prioritizes client satisfaction and service excellence. Performance and Efficiency: • Develop and implement strategies to improve team efficiency, productivity, and quality of service, exceeding established Service Level Agreements (SLAs) for call handling, ticket resolution, and email response times. • Monitor key performance indicators (KPIs) such as call/ticket volume, first call resolution rates, average handling time, customer satisfaction scores, and revenue generated through support services. • Analyze data and identify trends to optimize staffing levels, routing strategies, and resource allocation. • Implement continuous improvement initiatives and refine Standard Operating Procedures (SOPs) to ensure consistent and efficient service delivery. Client Satisfaction: • Regularly track and analyze client satisfaction metrics, proactively identifying and addressing areas for improvement. • Implement client feedback mechanisms and actively solicit feedback to understand client needs and expectations. • Develop and implement client satisfaction initiatives, exceeding client expectations and fostering long-term client relationships. Operational Excellence: • Streamline support processes to increase first-call resolution rates and reduce ticket resolution times. • Develop and maintain comprehensive knowledge base articles, FAQs, and training materials for support specialists. • Partner with product development teams to ensure product features and documentation meet client needs. • Identify and implement opportunities to automate routine tasks and leverage technology to enhance support efficiency. Additional Responsibilities: • Stay up-to-date on the latest Eazy DMS features and updates to provide accurate and effective support. • Work closely with other departments such as Sales, Marketing, and Product Development to ensure a seamless client experience. • Contribute to the overall growth and success of the Eazy DMS business vertical. Knowledge of calling system is mandatory Qualifications: Minimum of 5 years of experience managing a Tech Process or similar customer service operation in a B2B environment. Proven track record of success in improving team performance, client satisfaction, and operational efficiency. Strong understanding of contact center best practices, metrics, and SLAs. Excellent communication, interpersonal, and leadership skills. Ability to multitask and work effectively in a fast-paced, results-oriented environment. Strong analytical and problem-solving skills. Proficient in Microsoft Office Suite and other relevant software applications Knowledge of Salesforce service cloud will be an added advantage. Preferred candidate profile

Location: Bangalore (Work from Office) Grade: G Designation: Team Executive Shift: Night shift Number of Positions: 1 About the Role: We are seeking a dynamic and experienced Team Lead with a strong background in US Healthcare , specifically in Member Enrollment . The ideal candidate will have proven experience in managing teams, excellent communication skills, and a deep understanding of the healthcare domain. This is a Team Lead role and requires hands-on leadership experience in enrollment processes. Key Responsibilities: Lead and manage a team responsible for US healthcare member enrollment activities. Ensure compliance with CMS guidelines and support processes related to Medicare (preferred). Monitor team performance and provide regular coaching, feedback, and performance reviews. Prepare and maintain internal and client reports accurately and on time. Coordinate and conduct training sessions for new and existing team members. Act as a liaison between the team and upper management, ensuring seamless communication. Handle team escalations and resolve operational issues efficiently. Ensure adherence to quality, compliance, and productivity standards. Mandatory Skills: Proven Team Lead experience (on paper). Strong knowledge of the US Healthcare system . Hands-on experience in Member Enrollment processes. Willingness to work night shifts Preferred Skills: Exposure to Medicare processes and guidelines. Familiarity with CMS compliance standards. 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@firstsource.com email addresses.

Role & responsibilities: Service Desk & Remote Support Level 1 / 1.5 Support Job Title: Technical Support Specialist (L1.5) Key Responsibilities: Provide first-line technical support globally via phone, email, and ticketing systems. Troubleshoot and resolve issues related to hardware, software, and network connectivity. Assist with OKTA MFA setup, password resets, and login-related support. Provision access to enterprise applications (e.g., Wi-Fi, shared drives, IBEX, NorthCEE). Resolve device-related issues such as system freezes, BitLocker, and driver problems. Support enterprise applications including Microsoft Office, VPN, Citrix, web browsers, and Cisco AnyConnect. Document incidents and resolutions accurately; contribute to knowledge base updates. Consistently meet defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Required Skills & Qualifications: Bachelor's degree in Information Technology, Computer Science, or a related field. 24 years of experience in a service desk or technical support environment. Proficient in Windows and macOS environments, Office 365, and Active Directory. Excellent customer service, communication, and analytical skills. ITIL Foundation certification is an advantage.