377 Verint Jobs

Hi Everyone, We are hiring for one of our leading Investment Banking company in Mumbai location. Location : Mumbai , Thane Experience : 5- 7 years Responsibilities Responsible for the delivery of a range of Trader Voice and Voice Recording services into the Company. Primarily this involves operations, controls, project delivery. Manage the technology, ensuring that it has maximum availability, and it is maintained at an appropriate technical level for support and maintenance purposes. Knowledge distribution across regions. Management and monitoring of Voice and Voice Recording infrastructure. Perform daily ready for business checks. Voice Systems support: IPC Unigy Cisco Voice MS Teams Voice...

Job Description: Dialer Manager WFM Location: Gurgaon (GGN) Experience Required: Minimum 8 years Role Overview The Dialer Manager – WFM will be responsible for managing dialer systems, optimizing campaign performance, supervising dialer teams, and ensuring compliance with global regulatory standards. This role requires a strong blend of technical expertise, leadership, and analytical skills to drive operational excellence in outbound business operations. Key Responsibilities 1. Dialer System Management Oversee dialer system configuration, maintenance, and troubleshooting. Implement and refine dialing strategies to maximize agent utilization and contact rates. Monitor performance metrics (cal...

Company Overview Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when ...

Real-Time Monitoring & Queue Management Monitor real-time call, chat, or case queues to ensure service level goals are met consistently Track and manage agent availability, idle time, and adherence in alignment with intraday staffing plans Respond to spikes in volume or unexpected events (eg call surges, outages, high absenteeism) by adjusting break schedules and recommending intraday actions Manage agent skill assignments in systems like Avaya/CMS and adjust as needed based on traffic patterns Conduct pre-shift test calls and vali system readiness at the start of the day Manage preand post-shift overtime to control people costs without compromising service levels Raise red flags or risk ale...

Manage the scheduling/forecasting process of the program. Create agent schedules, IDPs and make necessary adjustments as necessary. Acts as backup for the WF Manager. Manage employee information changes inside Verint WFO system Communicate effectively with internal and external customers Responsible for balancing staffing requirements with operational efficiencies and financial goals. Manage a team of 2-3 resources Graduate. Minimun of 2 yrs in the current role Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail Solid critical thinking, problem solving, and interpersonal skills Demonstrates ability to give and receive feedback with peers and bus...

Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail Solid critical thinking, problem solving, and interpersonal skills Demonstrates ability to give and receive feedback with peers and business partners Ability to work independently with minimal supervision Must demonstrate sound arithmetic, analytical and problem solving ability. Ability to adapt to workload and multitask with attention to detail in a dynamic environment. Excellent verbal, written and comprehension skills Any Gratuate. Manage the scheduling process of the program Create agent schedules, IDPs and make necessary adjustments as necessary Manage employee information changes inside V...

Education Mandatory: Graduates from any stream or Global Equivalent degree Experience Minimum 1-year experience as a Team Leader in voice/chat process Minimum of 3 year of work experience in a Voice/chat Program from premium contact centers Technical Competencies: (Job related) Proficient in MS Office Excel, Word and Powerpoint and possess knowledge of GreenBelt, Lean, Scheduling etc Sound Knowledge of monitoring and reporting tools such as Avaya CMS, Aspect, Verint WFO and BI Tools Should be aware of Ecommerce industry and should have used it in daily professional life Soft Skills: Responsible for smooth and efficient day-to-operations within their team Primary objectives of this role are t...

We Are Hiring – RTA (Real Time Analyst) Location - Gurgaon 5 Days (Rotational Shifts) Salary - Up to 8lpa 2+ Year exp. in RTA Role Knowledge of at least one workforce management tool IEX/ Verint/Avaya/Genesys/NICE Call & WhatsApp - 8750557705

Education Mandatory : Graduates from any stream or Global Equivalent degree Desirable : NA Experience Minimum 1-year experience as a Team Leader in voice/chat process Minimum of 3 year of work experience in a Voice/chat Program from premium contact centers Technical Competencies: (Job related) Proficient in MS Office Excel, Word and Powerpoint and possess knowledge of GreenBelt, Lean, Scheduling etc Sound Knowledge of monitoring and reporting tools such as Avaya CMS, Aspect, Verint WFO and BI Tools Should be aware of Ecommerce industry and should have used it in daily professional life Soft Skills: Responsible for smooth and efficient day-to-operations within their team Primary objectives of...

Job Role: The Senior Call Quality Auditor cum Trainer will primarily focus on auditing customer interactions to ensure SLA compliance, with a secondary focus on training new joiners and batches. This role dedicates 80% to auditing call interactions and 20% to training new joiners and batches to meet client standards. The job requires the candidate to perform call quality audits for the calls handled by the customer service agents, and further perform RCA (Root Cause Analysis), 7QC Tools, ACPT Analysis, and provide the feedback to the agents for the parameters, as per the requirement from the client, in addition to training new joinees. Job Responsbilities: 01) Fixed Day Shift: The process ha...

Job Role: As a Call Quality Analyst, you will be responsible for monitoring and evaluating customer service calls performed by agents. You will conduct detailed call quality audits, apply Root Cause Analysis (RCA), utilize 7QC tools, perform ACPT (Agent, Customer, Process, Technology) Analysis, and provide constructive feedback to agents aligned with client requirements.We are seeking candidates who have at least 1 year of prior experience in Call Quality Auditing within a BPO (mandatory). Alternatively, experienced Customer Care Executives with strong call handling backgrounds and a good understanding of quality auditing are also encouraged to apply. Job Responsibilities: 01) Fixed Day Shif...

Company Overview Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when ...

The WFM Executive plays a key role in managing business information systems and ensuring smooth data flow across departments. They are responsible for collecting, consolidating, and validating data from multiple sources, preparing daily/weekly/monthly reports, and creating dashboards to support management decision-making. The role also involves analyzing performance trends, identifying gaps or process improvements, and ensuring data accuracy in all reports. Additionally, the WFM Executive coordinates with different teams to understand reporting needs, automates repetitive tasks where possible, and maintains databases for efficiency and reliability. Graduate is any stream Minimum of 3-year ex...

MNC in Gurgaon Hiring for WFM RTA & WFM Schedulers CTC UPTO 8.5LPA Require 2+ Years Experience in WFM RTA Require Excellent Communication Skills TWO Way cabs Shifts 24*7 Role and Key Responsibilities Intraday real time monitoring of service levels for all queues for all the sites throughout the operating window (24/7/365) Real time monitoring of associates performance from all teams at all sites Managing Real Time updates on Service Levels, Contact data and other KPIs Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals Communicate and call out changes to incoming contact patterns to operations and the broader WFM team Have a real time comm...

Cadila Pharmaceuticals Ltd. is one of the largest privately-held pharmaceutical companies in India. Over the past seven decades, we have been developing and manufacturing affordable medicines for patients around the world. Our innovation-led drug discovery processes ensure the health and well-being of people around the world. Our enhanced investment in innovation and a strong track record in research and development have produced medical miracles that have changed lives and made profound impact on real life. Being a care-focused, research-driven company, we are committed to complying with the highest ethical standard in clinical research and medical practice. We want to be valued not only fo...

The WFM Analyst is responsible for tactical planning delivery and monitoring staffing levels at an intraday level. Responsible for scheduling according to business-specific rules, preference-based, multi-week performance/rule-based schedule bidding. Handles workflow and workload optimization for front office voice ACDs, dialer management, and back office (email, fax, chat, website, etc.). Optimizes schedules monthly, fortnightly, and weekly, ensuring they are updated every week for the following week. Monitors shrinkage, schedule adherence, and variance reports of daily traffic volumes, headcount analysis, and real-time performance. Monitors call routing; reviews and provides recommendations...

Key Responsibilities Real-time monitoring of call volumes, queues, agent adherence, and SLAs . Execute intraday management to optimize staffing vs demand. Manage shrinkage, absenteeism, and schedule deviations in real time. Identify risks to performance metrics and take proactive corrective actions . Communicate real-time performance updates to operations & leadership teams . Coordinate with capacity planners, schedulers, and ops managers . Execute call-out plans and OT management based on workload. Publish hourly performance dashboards and reports . Support business continuity and crisis management during volume spikes. Ensure compliance with SOPs, SLAs, and client KPIs . Technical Skills (...

MNC in Gurgaon Hiring for WFM RTA & WFM Schedulers CTC UPTO 8.5LPA Require 2+ Years Experience in WFM RTA Require Excellent Communication Skills TWO Way cabs Shifts 24*7 Role and Key Responsibilities Intraday real time monitoring of service levels for all queues for all the sites throughout the operating window (24/7/365) Real time monitoring of associates performance from all teams at all sites Managing Real Time updates on Service Levels, Contact data and other KPIs Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals Communicate and call out changes to incoming contact patterns to operations and the broader WFM team Have a real time comm...

Job Title :Genesys_Level 6_Senior Manager_(Entity -S&C GN) Management Level :Level 6 Senior Manager Location :Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad Must have skills : Genesys Cloud, CX Transformation, CCaaS Advisory & Solution Architecture, CCaaS Consulting, Business Case Creation & Value Realization, Industry Solutions Consulting Good to have skills : Genesys PureConnect, Genesys Engage, Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.) Experience :8+ years Educational Qualification :MBA from a tier 1 institute Job Summary :J...

We are looking for skilled translators to join our team at VMRG International. The ideal candidate will have excellent translation skills and attention to detail. Roles and Responsibility Translate various documents, including technical and non-technical content, with high accuracy and speed. Review and edit translations for grammar, punctuation, and spelling errors. Collaborate with other teams to ensure timely delivery of translated materials. Develop and maintain a thorough understanding of the company's products and services. Provide feedback and suggestions for improvement on translated content. Participate in quality control measures to ensure consistency and accuracy in translations. ...

SUMMARY Max CTC : 21,330 Work Timings : US Shift/ Night Shift Contract Duration : 6 months Work location : CDC 5,Shollinganallur Important Pointers Candidate should be flexible to WFO Should be comfortable in International Voice Process. English communication should be excellent. Retention Bonus will be paid as follows 3months 5,000 3+6months -10,000 3+6+6months 10,000 Requirements Any Non Technical Graduates with Good communication skill Eligible. No PG and BE / BTECH Graduate is Eligible Should be able to Speak & Write good English with proper punctuation & grammar. Benefits PF,ESI BOTH WAY CAB(Pickup and drop will be provided) Work From office

Manage end-to-end WFM operations: Forecasting, Capacity Planning, Scheduling, and RTA Develop and maintain SQL queries for WFM reporting and data analysis Create and enhance VBA-based automation tools for RTA, scheduling, and MIS Required Candidate profile 5–8 years of experience in BPO Workforce Management Strong hands-on experience with SQL & Advanced Excel / VBA Proven experience in RTA profile automation (IEX, NICE, Verint, Aspect) preferred

Must have Min 7+yrs exp in WFM Forecasting role. Demand Forecasting exp is must. Commannd Center WFM International BPO. US Shifts Excellent Comms Required Call 8447780697 send CV monu@creativeindians.com

This position is part of the Client's Workforce Management Team within the Customer Experience Group where we strive "to improve the customer experience and reduce expenses, by applying WFM concepts and best practices that optimize forecasting, scheduling and resource utilization at a holistic level." This role will assist in scheduling Customer Care agents to the arrival pattern of calls. Additionally, there is real time monitoring of Service Levels, schedule efficiency and other Phone and Messaging KPIs, generating insights, reports, identify root cause for performance gaps and propose solutions for in house and partner operations. What you will do Monitor real time data and make \ recomme...

As an Assistant Manager Quality in the Contact Centre at our Pune location, you will play a pivotal role in shaping and enhancing our quality assurance processes to ensure a seamless customer experience. With your 10+ years of experience in Quality Assurance within a Contact Centre environment, you will lead the charge in driving continuous improvement and fostering a culture of excellence. Here's what you can expect in this role: **Key Responsibilities:** - **Quality Management:** Lead the refinement of the quality assurance framework for all customer interactions, including voice, email, chat, and digital channels. - **Monitoring & Audits:** Conduct thorough analysis of Operations team int...