1980 Wfm Jobs

Email your resume to Vyshnavi@wissenpro.com or call/WhatsApp at 77020-08595 Key skills and knowledge: Good knowledge of MS Office tools, SQL, PowerBi Excellent communication and interpersonal skills. Proficiency with computers Willingness to work in a 24*7 shift environment Drive for self-learning and knowledge enhancement Exposure to the leave management system Contact Centre Workforce Management experience Extensive experience with WFM software. Experience in IEX and Alvaria WFM tool is required, preferably Alvaria. Team handling experience shall be an added advantage. Ability to simplify complex operations into repeatable processes Comfortable in fast-paced environment Ability to make decisions in time sensitive ambiguous situations Ability to multitask and manage multiple projects simultaneously. Strong problem-solving skills and adaptability to changing priorities.

Email your resume to Vyshanvi@wissenpro.com or call/WhatsApp us at 77020-08595 Role and Key Responsibilities: The Point of Contact for forecasting. Updates the forecast with monthly/weekly actual data and suggested improvements based on trend analysis Refine forecasting scenarios and generate the final forecast Refines and captures data to be used as input to the models Designs and develops forecasting scenarios Generate short-term forecasts, incorporating business impacts Revise the forecast based on feedback Maintain process documentation and tweak as per requirement. Hands-on experience on Time Series forecasting Understanding of WFM and Contact volume & AHT forecasting Hands-on experience on Google scripts Key skills and knowledge Knowledge of R/ Python, Excel / Tableau & Power BI tools is a must with high proficiency. Experience in developing machine learning models like classification, linear/logistic regression. Ability to analyze huge datasets and hands-on experience in forecasting large and complex attributes. Analytical and good understanding of contact center metrics Mathematical and statistical, and exposure to R-studio/Python. Strong business acumen Should be a good communicator and a collaborator

Location: Ahmedabad and Gandhinagar Strong English Communication Skills, problem solving skills Proficiency in Microsoft EXCEL/ Google Sheets Experience: 2+years with BPO Sector preferred INTERNATIONAL BPO

Strong analytical & problem-solving skills Proficiency in Excel/Google Sheets Bachelor’s degree or equivalent 1–3+ years of workforce/resource planning experience (BPO preferred)

Strong analytical & problem-solving skills Proficiency in Excel/Google Sheets Bachelor’s degree or equivalent 1–3+ years of workforce/resource planning experience (BPO preferred)

Strong analytical & problem-solving skills Proficiency in Excel/Google Sheets Bachelor’s degree or equivalent 1–3+ years of workforce/resource planning experience (BPO preferred)

Generate short and long-term forecasts, incorporating business impacts. Knowledge of R/ Python, Excel / Tableau & Power BI tools is a must with high proficiency. Designation: Manager I, Forecasting Location: GGN Years of Experience: Mini. 8 years

Wipro Limited (NYSEWIT, BSE507685, NSEWIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. About The Role _x000D_ Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. ? _x000D_ Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements ? _x000D_ Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs ? _x000D_ Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks ? _x000D_ Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed Reinvent your world.We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Payroll(HCM).

We are looking for a motivated and detail-oriented individual to join our team as a Workforce Management (WFM) Executive. This entry-level role is ideal for fresh graduates or candidates with 1 year of experience. Good knowledge of Excel required. Required Candidate profile You will support real-time monitoring, scheduling, and reporting activities to ensure smooth business operations. B.Com OR BBA graduates only 0- 2 Years experience candidates can apply Perks and benefits Salary 2.5 to 3.5 LPA + upto 5k Incentives

Overview Will mainly work on developing dashboards and reports for the Workforce Management . They will work closely with internal and external stakeholders (Operations, Support groups,Clients Reporting Team, etc.) to make sure that correct and updated information on all dashboards and reports is available to the business at all times. Key Responsibilities Design performance efficient, impactful reports and visualizations for business and technical audiences Making large and/or complex data more accessible, understandable and usable Transforming, improving and integrating data, depending on the business requirements Responsible for data federation Create and maintain a reports' instruction manual Delivering the data in a useful and appealing way to users Skills and Qualifications At least 6 months experience in Workforce Management as Reporting Analyst or similar capacity Ability to work with large amounts of information and see the bigger picture Excellent analytical and problem solving skills Strong attention to detail Critical thinking Communication skills, both written and verbal Excellent math skills (optional but preferred) Ability to contribute proactively both independently and as part of a team (Preferred) experience in Power BI , Amazon Connect, Kibana, Teleopti (Preferred) exposure to ETL, databases data warehouse that relates to developing reports using Power BI.

Roles and Responsibility Analyze real-time data to identify trends and patterns, providing insights to stakeholders. Develop and maintain databases and systems to track and analyze key performance indicators. Collaborate with cross-functional teams to implement process improvements and optimize business operations. Identify and mitigate risks associated with real-time analysis, ensuring data accuracy and integrity. Develop and deliver reports to senior management, highlighting key findings and recommendations. Stay up-to-date with industry trends and best practices in real-time analysis, applying this knowledge to improve processes. Job Requirements Strong analytical and problem-solving skills, with the ability to interpret complex data sets. Excellent communication and interpersonal skills, enabling effective collaboration with stakeholders at all levels. Ability to work in a fast-paced environment, prioritizing multiple tasks and meeting deadlines. Strong attention to detail, focusing on delivering high-quality results and maintaining accurate records.

Locations : Hyderabad, Telangana, India Role ID 210812 Worker Type Regular Employee Studio/Department Fan Growth Work Model Hybrid Description Requirements Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen. Workforce Management (WFM) Analyst Fan Care EAs Fan Care organization exists to help our fans get the most fun from their games. From onboarding new players to getting them back in the game when they have issues, we support fans across their EA experiences and keep them safe online. We value people who bring new ideas and perspectives to make Fan Care a great place to be and be from. We celebrate inclusion. Its just as important for us to create great experiences for our people as for our players. Were looking for people who will show up excited to work and ready for fun. As the Workforce Management Analyst you will report to the Community Care Director of Programs Planning. You are passionate about improvements. Asking the right questions to find the right answers. Thinking critically and analyzing data to connect the dots and find solutions. Responsibilities: Youll analyse historical datasets to ensure our partners are meeting plans, with the ability to find relevant insights to lead improvements across our organisation. Build a relationship with our operations, product, and project management teams to ensure we are modeling future targeted outcomes in our capacity and staffing plans. Deliver and present our long-term planning outputs on a monthly and quarterly basis to leadership teams across the organisation. You will work closely with the Sr. Director of Community Care business planning teams to ensure that we are achieving our monthly, quarterly, and annual budget targets. Collaborate with our Data Science and Insights teams to identify analysis opportunities, guide improvements, and to ensure accurate measurement of the business while striving to maximize our efficiency. You will create workload requirements, staffing proposals and financial projections for our lines of business, and update them on a monthly, quarterly, and annual basis. Qualifications: 5+ years experience performing WFM at a large-scale multinational corporation. 5 years or more in a Staff Planning role for a team of 1000+ agents with multiple campaigns Quickly shift your mindset between long-term strategic forecasting and short-term tactical planning. Experience of important planning methodologies like Erlang, Workload, Shrinkage, etc. Intermediate knowledge of forecasting, quantitative modelling, and scenario analysis. 2+ years of experience using Tableau or a similar analytics platform to analyse large datasets to ensure accuracy of our planning inputs and outputs, and to identify improvement opportunities. Deliver to targets with quick turnaround. About Electronic Arts We re proud to have an extensive portfolio of games and experiences, locations around the world, and opportunities across EA. We value adaptability, resilience, creativity, and curiosity. From leadership that brings out your potential, to creating space for learning and experimenting, we empower you to do great work and pursue opportunities for growth. We adopt a holistic approach to our benefits programs, emphasizing physical, emotional, financial, career, and community wellness to support a balanced life. Our packages are tailored to meet local needs and may include healthcare coverage, mental well-being support, retirement savings, paid time off, family leaves, complimentary games, and more. We nurture environments where our teams can always bring their best to what they do. Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law. LinkedInID 1449 Back to Role List

At Armanino, you determine your career path. This means it's possible to pursue challenges you are passionate about, in industries you care about. Responsibilities Perform consulting services for Business Central projects in the areas of documentation, configuration, testing, and issue tracking Work with clients and provide exceptional customer service and support on implementation. Develop and maintain relationships with clients, interact with the client project team regarding task status, and represent the company via formal and informal client contact Configure, customize, and test systems based on the customer requirements Develop and assist academy-led training with content and expertise Learn and utilize Armanino implementation standards and tools/documents Write and maintain programming and project documentation based on provided specifications Support end-user and system administrator training in remote formats Understand and use configuration/programming and documentation best practices Continuously improve knowledge through research and self-study Identify and make recommendations to improve processes, methodologies, and best practices Willingness to take part in company training and obtain certifications as necessary Requirements Bachelors degree in business, information systems, or equivalent work experience 2+ years of ERP implementation experience in Business Central (BC) or NAV Experience working in a progressive consulting or professional services firm Excellent organizational skills, detail-oriented and aligned with firm and client goals Client-facing experience, problem solver with a positive attitude Experience with multiple add-ons, or ISVs Experience with clients in industries such as manufacturing, distribution, life sciences, is preferred Compensation and Benefits Compensation: Commensurate with Industry standards Other Benefits: Provident Fund, Gratuity, Medical Insurance, Group Personal Accident Insurance etc. employment benefits depending on the position. "A rmanino is the brand name under which Armanino LLP, Armanino CPA LLP, and Armanino Advisory LLC, independently owned entities, provide professional services in an alternative practice structure in accordance with law, regulations, and professional standards. Armanino LLP and Armanino CPA LLP are licensed independent CPA firms that provide attest services, and Armanino Advisory LLC and its subsidiary entities provide tax, advisory, and business consulting services. Armanino Advisory LLC and its subsidiary entities are not licensed CPA firms. Armanino provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Armanino complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall,transfer, leaves of absence, compensation and training. Armanino expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Armanino employees to perform their job duties may result in discipline up to and including discharge. We have a community of resources that are ready and willing to support your ideas, build your skills and expand your professional network.

Job TitleInfor WFM Administrator Responsibilities: System Configuration: Configure and maintain the Infor WFM system to meet the organization's workforce management needs. Customize settings, workflows, and business rules within the Infor WFM application User Support: Provide support to end-users by addressing inquiries, troubleshooting issues, and offering guidance on system usage. Conduct training sessions for new users and ongoing training for existing users. Integration: Collaborate with IT teams to integrate Infor WFM with other relevant systems, such as HR and payroll systems. Ensure data integrity and accuracy through effective integration processes. System Upgrades and Patch Management: Coordinate and implement system upgrades, updates, and patches for the Infor WFM application. Stay informed about new releases and features to leverage the full potential of the software. Reporting and Analytics: Develop and generate reports to provide insights into workforce performance, productivity, and compliance. Utilize Infor WFM reporting tools to create customized reports for different stakeholders. Compliance: Ensure that the Infor WFM system is configured to comply with labor laws, regulations, and organizational policies. Monitor and address compliance issues as they arise. Documentation: Maintain thorough documentation of system configurations, processes, and user guides. Document and track reported issues, resolutions, and system changes. Qualifications: Bachelor's degree in Information Technology, Computer Science, or a related field. Proven experience as an Infor WFM Administrator or in a similar role. In-depth knowledge of Infor WFM software and its modules. Strong understanding of workforce management processes and best practices. Experience with system integration and data migration. Excellent problem-solving and analytical skills. Strong communication and interpersonal skills. Ability to work independently and collaboratively in a team. Detail-oriented with a focus on data accuracy and system reliability. Key Skills: Infor WFM configuration and administration. System troubleshooting and issue resolution. Training and user support. Integration with other systems. Report generation and analytics. Compliance management. Documentation and process mapping.

Roles and Responsibilities Manage day-to-day operations of the team, ensuring efficient scheduling and planning of resources. Develop and maintain accurate forecasts to ensure effective capacity planning and resource allocation. Collaborate with stakeholders to identify areas for improvement and implement process enhancements. Analyze data to optimize staffing levels, reduce costs, and improve customer satisfaction. Provide exceptional customer service by responding promptly to queries from customers. Desired Candidate Profile 0-3 years of experience in WFM Planning & Scheduling or related field (BPO/Call Centre). Strong understanding of Capacity Planning, RTA (Real-Time Analysis), and Scheduling principles. Proficiency in using WFM tools such as Workforce Management Systems (WMS) software.

Responsibilities: Support the accomplishment of all contracted service level targets/agreements. Manage monthly and ad-hoc agent coaching and feedback. Assist in daily, weekly, and monthly quality assurance activities. Provides day to day support to the team and handle first level escalations as they arise or are assigned. Maintain a strong understanding of all tasks within the department including expert knowledge of the Chargeback lifecycle and the various reason codes. Identify opportunities to improve the efficiency and effectiveness of business processes and recommend to management. Identify areas of opportunity for staff to develop knowledge/skills/competencies necessary to complete their roles. Oversee and aid in new hire training and onboarding. Contribute to continuous learning activities promoting knowledge and skill development within the team. Assist in keeping all team members informed and up to date about all relevant and useful information. Act as a subject matter expert on projects/initiatives Act as a champion to the staff by raising ideas/concerns that contribute to the overall betterment of the team. Maintain relationships with internal and external clients. Frequent review of the MasterCard Worldwide Chargeback Guide to update and maintain knowledge of conditions and requirements for recovery purposes. Requirements: French language mandatory with People Management required 2-3 years experience in the financial industry 3-4 years experience in Dispute/Chargebacks/Customer service Operation Handling preferred. Strong Customer Focus/Orientation Professional written and verbal communication skills Strong Active listening and negotiation skills Detail-oriented and ability to multi-task Strong organizational and time management skills Strong Decision-making skills and able to exercise sound judgment. Highly motivated with ability to work independently in a fast-paced environment. Flexible, reliable, conscientious, and able to follow directions. Proficiency in MS Word, Excel, Outlook, PowerPoint, and Teams. Previous experience with TS2 and TCS applications is an asset.

Position Overview: The Team Lead will be assisting in the day-to-day operations of the department contributing to the successful achievement of the teams goals and objectives. Responsibilities include handling complex chargeback cases, acting as a first level contact for escalations, and the monitoring of call & case workflows to meet service level/performance targets. The candidate will assist management in various sundry activities which include but are not limited to reporting, quality assurance, procedural development, and continuous learning and improvement activities. Position: Supervisor - Joint Recovery Processing (JRP)Position Status: Full Time Work from OfficeHours of Work: Business hoursDepartment: PCB Back Office Risk OperationsSalary: Responsibilities: Support the accomplishment of all contracted service level targets/agreements. Manage monthly and ad-hoc agent coaching and feedback. Assist in daily, weekly, and monthly quality assurance activities. Provides day to day support to the team and handle first level escalations as they arise or are assigned. Maintain a strong understanding of all tasks within the department including expert knowledge of the Chargeback lifecycle and the various reason codes. Identify opportunities to improve the efficiency and effectiveness of business processes and recommend to management. Identify areas of opportunity for staff to develop knowledge/skills/competencies necessary to complete their roles. Oversee and aid in new hire training and onboarding. Contribute to continuous learning activities promoting knowledge and skill development within the team. Assist in keeping all team members informed and up to date about all relevant and useful information. Act as a subject matter expert on projects/initiatives Act as a champion to the staff by raising ideas/concerns that contribute to the overall betterment of the team. Maintain relationships with internal and external clients. Frequent review of the MasterCard Worldwide Chargeback Guide to update and maintain knowledge of conditions and requirements for recovery purposes. Requirements: People Management required. 3-5 years experience in the financial industry 3-5 years experience in Dispute/Chargebacks Handling preferred. Strong Customer Focus/Orientation Professional written and verbal communication skills Strong Active listening and negotiation skills Detail-oriented and ability to multi-task Strong organizational and time management skills Strong Decision-making skills and able to exercise sound judgment. Highly motivated with ability to work independently in a fast-paced environment. Flexible, reliable, conscientious, and able to follow directions. Proficiency in MS Word, Excel, Outlook, PowerPoint, and Teams. Previous experience with TS2 and TCS applications is an asset.

6 Days Working (WFO) Office Timing: - 10 AM to 6PM Required Skills & Attribute Excellent Communication- Verbal & Written. Email Conversation. Phone Handling. Powerpoint Presentations meeting arrangement.

Immediate requirement of JAVA/Spring Boot developers with a Strong E-commerce background. Strong Java/J2EE and Aspect programming knowledge, Spring Boot application modules. Web services, data and REST APIs.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Geographic Info. Systems(Car support) .

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Claims_Processing .

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Record to Report - DOP .

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Claims_Processing .

Role Purpose The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account. Do Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms Strategy Planning with Senior Stakeholders Collaborate with leaders to provide strategic and operational plans associated with the account Plan the strategy for the coming years by identifying new geographies for alternate revenue streams Ensure a deep enough understanding of clients individual experiences to head off potential issues before they become problems Contract compliance & adherence Ensure all SLA parameters are met in the account and maintain a green card at all times Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines Delivery governance in the account Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project Ensure a green card for all accounts in terms of performance and quality Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage Ensure regular invoicing as per the contract terms and condition Forecast and track key account metrics Invoicing Timely submission of invoices to the client as defined in the SOW Provide information required and resolve any invoicing issues raised by the client Collect and analyze statistics (costs, customer service metrics etc.) Assume responsibility of budgeting and tracking expenses Ensure outstanding performance against key metrics mentioned in the agreement Regular cadence around contract compliance Evaluate performance with key metrics (accuracy, customer service metrics etc.) Set direction for the team, track progress against targets through regular cadence calls and course correct as require Drive the focus of the team on quality and adherence to contract compliance processes Drive and implement structured cadence around quality, both process and transactional Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc. Resource Allocation & Retention Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery Optimize manpower and minimize leakages by working closely with delivery head Ensure retention by offering relevant trainings and certifications of all allocated resources Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects Mandatory Skills: WFM . Experience: 5-8 Years .