Job Openings: Semi Voice Process Walk-ins on: 3rd July 2025 to 4th July 2025. Location: VCC India, NSL SEZ Arena, Wing B, 3rd Floor, Survey No- 1, Plot No. 6, IDA Uppal, Hyderabad. Requirements: Excellent communication and written skills Energetic and customer-focused What we offer: Excellent salary packages Great growth opportunities Interested candidates, please come for walk-in interviews on 3rd July & 4th July 2025 with your updated resume and an ID Proof For any queries, contact: Soundharya (7032540928) About the Company: VCC India Private Limited provides voice and chats platform customer care for V Media, including inbound sales calls, billing and retention, and technical support, all from our office in Hyderabad. With V Media's recent launch and early success, this represents a great ground-floor opportunity for skilled and ambitious young people who would like to grow their careers as we grow the business. VCC is looking to hire agents to join our existing team of over 100 industrious employees. Job Description Support & troubleshoot IPTV, Cable, DSL internet and VoIP systems over Chat and Email Provide the customer with the quickest method of resolving reported issues in a clear, concise and friendly manner. Develop a strong understanding of the Process/Products/Services to enhance the Customer experience Communicate and coordinate with internal departments when necessary to help develop a cohesive team. Should possess a strong mind-set and a professional demeanor to comprehend customers issues/queries and provide resolutions thereby increasing/promoting the Brand image of the organization Desired Candidate Profile Excellent in Grammar Excellent typing speed. Ability to work under pressure with high attention to detail Excellent communication and interpersonal skills Flexibility to work rotational shifts Graduate or Post Graduate NO WORK FROM HOME. INTERVIEW WILL BE AT OFFICE ON: .
Workforce Management Analyst Job Summary The Workforce Management (WFM) Analyst for Inbound Operations is responsible for ensuring that staffing levels and schedules align with forecasted call volumes to achieve service level and productivity targets. The role focuses on forecasting, scheduling, real-time monitoring, and performance reporting for inbound queues. Key Responsibilities Forecasting & Capacity Planning Analyse historical call data, trends, and business drivers to forecast inbound call volumes and staffing needs. Build short-term, mid-term, and long-term capacity plans based on business growth and seasonal trends. ¢ Maintain and update headcount plans in coordination with Operations and HR. Scheduling ¢ Create and maintain agent schedules to ensure coverage across shifts, skill types, and queues. ¢ Factor in shrinkage, leaves, training, and meetings while maintaining service level targets. ¢ Manage shift swaps, overtime, and time-off requests to balance operational needs and employee preferences. Real-Time Management ¢ Monitor inbound queues and agent adherence throughout the day. ¢ Take real-time actions to correct staffing variances (e.g., adjust breaks, reassign agents, or trigger overtime). ¢ Communicate intraday performance and SLA risks to operations and leadership. Reporting & Analytics ¢ Prepare daily, weekly, and monthly reports on service levels, forecast accuracy, and occupancy. ¢ Conduct variance analysis between forecasted and actual performance metrics. ¢ Identify opportunities to optimize workforce efficiency and improve forecast accuracy. Stakeholder Collaboration ¢ Work closely with Operations, Training, and HR teams to align headcount and scheduling with business goals. ¢ Provide actionable insights and recommendations during business reviews. Skills & Qualifications ¢ Graduate degree (any discipline). ¢ 15 years of experience in WFM for inbound call centre operations (Customer Service, Technical Support, or similar). ¢ Strong understanding of call centre metrics such as SLA, AHT, Occupancy, and Adherence. ¢ Proficiency with WFM tools (e.g., NICE IEX, or similar). ¢ Advanced knowledge of MS Excel ¢ Strong communication, problem solving, and analytical skills
Job Title: IT Support Executive Who We Are VCC India is a dynamic, entrepreneurial company, passionate about our customers, our industry, and our services. VCC India supports consumers of Canadian telecommunication services provided by an industry leader, offering better prices and the best value in Internet, TV, Home Phone, and Home Security services. Supporting Canada's leading independent provider of residential telecom and broadcasting services and a growing customer base, VCC India's exceptional customer service drives growth and customer satisfaction. Key Responsibilities: Provide end-user technical support for desktops, laptops, headsets, and related peripherals. Offer day-to-day IT assistance to call centre agents and staff for hardware, software, and network-related issues. Install, configure, and maintain desktops, laptops, and IT peripherals Troubleshoot issues related to internet connectivity, LAN/WAN, and call centre applications such as CXone and other tools. Maintain and update IT asset inventory including systems, headsets, and accessories. Monitor system performance and ensure minimal downtime for call centre operations. Ensure adherence to IT policies, data security, and access control protocols. Provide Windows workstation support, including system configuration and troubleshooting using command-line tools when required. Demonstrate working knowledge of networking fundamentals, including TCP/IP, DHCP, and DNS. Manage user accounts and permissions through Active Directory and assist with related DHCP/DNS configurations. Troubleshoot and resolve MS Outlook, Teams network connectivity issues. Perform routine hardware and networking diagnostics, maintenance, and repairs. Support and maintain call centre software suites to ensure uninterrupted operations. Skills and Competencies: Proficient Windows workstation support, including command line and client support, system configuration imaging, and troubleshooting Strong troubleshooting capability including, but not limited to, OS, malware, network, and security Possess hands-on experience managing active directory accounts, users, groups, group policy, anti-virus clients, and patch management Possess strong technical knowledge of networking essentials, including TCP/IP, DHCP, DNS, etc. Proficient in managing MS O365, MS Office versions, and email/MS Outlook configurations and deployments Able to work flexible hours, including night shifts, in a 24x7 work environment Strong written and verbal English communication skills What We Offer: Fulltime (permanent) employment Competitive salary Employee Benefits program Company provided transportation Monthly social engagement activities Growth opportunities
Role & responsibilities Forecasting & Capacity Planning Analyse historical call data, trends, and business drivers to forecast inbound call volumes and staffing needs. • Build short-term, mid-term, and long-term capacity plans based on business growth and seasonal trends. • Maintain and update headcount plans in coordination with Operations and HR. Scheduling Create and maintain agent schedules to ensure coverage across shifts, skill types, and queues. • Factor in shrinkage, leaves, training, and meetings while maintaining service level targets. • Manage shift swaps, overtime, and time-off requests to balance operational needs and employee preferences. Real-Time Management Monitor inbound queues and agent adherence throughout the day. • Take real-time actions to correct staffing variances (e.g., adjust breaks, reassign agents, or trigger overtime). • Communicate intraday performance and SLA risks to operations and leadership. Reporting & Analytics Prepare daily, weekly, and monthly reports on service levels, forecast accuracy, and occupancy. • Conduct variance analysis between forecasted and actual performance metrics. • Identify opportunities to optimize workforce efficiency and improve forecast accuracy. Stakeholder Collaboration Work closely with Operations, Training, and HR teams to align headcount and scheduling with business goals. • Provide actionable insights and recommendations during business reviews. Preferred candidate profile Graduate degree (any discipline). • 15 years of experience in WFM for inbound call centre operations (Customer Service, Technical Support, or similar). • Strong understanding of call centre metrics such as SLA, AHT, Occupancy, and Adherence. • Proficiency with WFM tools (e.g., NICE IEX, or similar). • Advanced knowledge of MS Excel • Strong communication, problem solving, and analytical skills
Workforce Management Analyst Job Summary The Workforce Management (WFM) Analyst Inbound Operations is responsible for ensuring that staffing levels and schedules are optimized to meet service level and productivity goals. This role focuses on forecasting, scheduling, real-time management, and performance reporting to support efficient call centre operations. Key Responsibilities 1. Forecasting & Capacity Planning Analyze historical call data, trends, and business drivers to forecast inbound call volumes and staffing needs. Develop short-term, mid-term, and long-term capacity plans in line with business growth and seasonal variations. ¢ Maintain and update headcount and capacity plans in coordination with Operations and HR. 2. Scheduling ¢ Create and maintain optimal agent schedules ensuring adequate coverage across shifts, queues, and skill types. ¢ Factor in planned shrinkage (leaves, training, meetings) while maintaining service level targets. ¢ Manage shift swaps, overtime, and time-off requests balancing operational efficiency and employee needs. 3. Real-Time Management (RTM) ¢ Monitor inbound queues, agent adherence, and service levels throughout the day. ¢ Take proactive intraday actions to correct staffing gaps (e.g., adjust breaks, reassign agents, or approve overtime). ¢ Communicate real-time performance trends and SLA risks to Operations and Leadership. 4. Reporting & Analytics ¢ Prepare and publish daily, weekly, and monthly reports covering service levels, forecast accuracy, and occupancy. ¢ Conduct variance analysis between forecasted and actual metrics to identify improvement opportunities. ¢ Provide insights to enhance forecast precision and optimize workforce utilization. 5. Stakeholder Collaboration ¢ Partner with Operations, Training, and HR to ensure alignment between staffing plans and business goals. ¢ Contribute data-driven recommendations during business reviews and performance discussions. Skills & Qualifications ¢ Graduate degree in any discipline. ¢ 15 years of experience in Workforce Management for inbound contact centre operations (Customer Service / Technical Support). ¢ Strong understanding of call centre metrics SLA, AHT, Occupancy, Adherence, and Shrinkage. ¢ Hands-on experience with WFM tools (e.g., NICE IEX, Verint, or similar). ¢ Advanced proficiency in MS Excel (Pivot Tables, Lookups, Formulas, Dashboards). ¢ Excellent analytical, problem-solving, and communication skills. Location: NSL SEZ Arena, Wing B, 3rd Floor, Survey No- 1, Plot No. 6, IDA Uppal, Hyderabad, Telangana-500039 Employment Type: Full-time Department: Workforce Management / Operations
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