1073 Wfm Jobs - Page 17

> 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 Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Retail Banking(Card Operations).

> 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 Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: O2C (Transactional Accounting Services).

> 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 Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Provider Inbound.

Command Centre Analyst (Remote) 2 to 4 years of experience in contact center reporting, data analysis, MIS Should be amenable to work on different schedules (Day Shift, Mid Shift, Night Shift) Proficiency in Advanced Excel, SQL, VBA Macros and WFM Excellent Interpersonal skills with out of the box problem solving approach Experience in developing dashboards and understandable reports using visualizations Role & Responsibilities Develop and distribute contact center reports in an accurate and timely manner. Monitor real-time volumes and adjust staffing as needed to maintain service levels Track and report on key performance indicators (KPIs) such as average handle time, occupancy, shrinkage, and service level. Collaborate with team leaders and operations management to optimize resource allocation Ensure all periodic and ad hoc reports/dashboards are prepared as per stakeholder requirements and frequency. Update and maintain reports in Power BI Automate reports using VBA Macros Update/Generate schedules using WFM tools Create/Maintain SOPs ID management: Update the changes in role, attritions, new additions etc. accordingly in all tools and records accurately and in timely manner Follow up with stake holder whenever required, respond/acknowledge to all the emails accordingly Develop and maintain effective working relationships with operational leaders, and partners, both internal and external Participate in wider projects and initiatives. Performance Reporting & Analytics: Generate daily, weekly, and monthly reports on KPIs such as utilization, occupancy, shrinkage, service levels, and agent performance. Provide actionable insights and trend analysis to operations and leadership teams. Maintain reporting dashboards and automate recurring reports where possible. Ensure workforce and performance data is accurate, up to date, and consistently maintained. Identify reporting gaps or inconsistencies and propose improvements. Monitor agent adherence, and real-time performance metrics. Proactively address staffing gaps or volume spikes to maintain service levels. Communicate with team leaders and supervisors to manage exceptions and intraday adjustments. Reporting: 50% Volume, SLA, C SAT, Agent Performance reporting Ad-hoc reporting Building templates Report Automation WFM: 50% Head count reports, Schedule Adherence reports Schedule Uploading Capacity Planning Real-time monitoring of channel-level queue Shrinkage Planning PS - Should be available for an in-person interview in Bangalore/Hyderabad as well as induction

Educational Bachelor of Engineering,Bachelor Of Technology (Integrated),Bachelor Of Science (Tech),MTech,MSc,MBA Service Line Enterprise Package Application Services Responsibilities A day in the life of an Infoscion As part of the Infosys consulting team, your primary role would be to actively aid the consulting team in different phases of the project including problem definition, effort estimation, diagnosis, solution generation and design and deployment You will explore the alternatives to the recommended solutions based on research that includes literature surveys, information available in public domains, vendor evaluation information, etc. and build POCs You will create requirement specifications from the business needs, define the to-be-processes and detailed functional designs based on requirements. You will support configuring solution requirements on the products; understand if any issues, diagnose the root-cause of such issues, seek clarifications, and then identify and shortlist solution alternatives You will also contribute to unit-level and organizational initiatives with an objective of providing high quality value adding solutions to customers. If you think you fit right in to help our clients navigate their next in their digital transformation journey, this is the place for you! Additional Responsibilities: Ability to work with clients to identify business challenges and contribute to client deliverables by refining, analyzing, and structuring relevant data Awareness of latest technologies and trends Logical thinking and problem solving skills along with an ability to collaborate Ability to assess the current processes, identify improvement areas and suggest the technology solutions One or two industry domain knowledge Technical and Professional : Should have 2+ years of experience in Kronos Workforce Management. Should have extensive consulting/technical experience in the end-to-end Kronos implementations, rollouts, upgrades and support projects and should be well versed with Gathering, Solution Design and Development, Quality Assurance, Deployment, Post Go-Live Support and End User Education. Should have good working knowledge on Kronos Workforce Timekeeper, Workforce Scheduler, Workforce Connect, Workforce Analytics and Workforce Integration Manager. Experience in Kronos version/service pack upgrade Should have sound knowledge of the various workforce management disciplines like accruals, attendance tracking, compliance monitoring, employee Self Service, fatigue management, leave management, overtime management, schedule optimization, timekeeping, work authorization, activity tracking for monitoring idle time, utilization, productivity and incentive pay. Preferred Skills: Technology-Kronos-Workforce Management

Job Summary: The Workforce Forecasting & Planning Analyst is responsible for ensuring strategic goals are met through forecast modeling, capacity planning, collaboration and effective communication, while ensuring forecast alignment with strategic goals. This position is responsible for long term, short term and intraday contact volume, productivity and capacity forecasts as well as providing leadership with risk mitigation plans. This position will act as a support for leadership, assisting with and providing guidance on performance impact analysis and operational planning. Responsibilities: Monthly, weekly, daily and half or hourly forecasting of inbound/outbound call volumes and staffing requirements based on historical call trends and business growth objectives. Support business decisions through the preparation of timely and accurate variable forecasts in a high volume contact center, with specific focus on improving the customer experience and maximizing operational efficiencies. Create a meaningful interpretation of data through use of tools, industry experience and logic to frame situations and allow meaningful dialogue and decision making. Leads projects that will enable their division to continually improve processes by identifying, sharing, implementing the best practices within and across sites. Act as team leader of various projects and participates on teams implementing new improvement processes. Articulate reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness. Study department work, vacation and absence records (shrinkage) for on-going historical trend analysis and offer recommendations for forecasting purposes. Consistent exercise of independent judgment and discretion in matters of significance. Interface with call center leaders to understand the fast changing business needs and make updates where necessary (Tracker meets). Aggregate forecast information into a comprehensive document to be published with senior leadership for headcount, budget, and capacity planning purposes (Tracker file). Data analysis, trending, and preparation of hourly, daily and monthly call center performance reports. Provide analysis and recommendations to improve staffing levels and efficiency. Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests. Update workforce management and other data bases as changes occur. Respond to management requests to produce what if” scenarios. Other duties as assigned. Skills Requirements: Prior workforce management experience including forecasting, staffing, and scheduling required. Prior call / contact center experience required. Ability and willingness to work‚ flexible days and hours. Demonstrated knowledge and experience in Workforce Management technology required. Strong analytical and problem solving skills. Proven experience analyzing, interpreting and summarizing complex data as it relates to call center technologies. Ability to prepare and present reports accurately and timely. Strong understanding of business requirements and call center operations. Strong planning, time management and organizational skills. Ability to communicate effectively, both verbal and in writing. Experience presenting reports, forecasts, trends and recommendations to the team and senior management.

Job Summary: Ensures that resources are in place to handle client forecasted call volume while meeting client, internal, and financial KPI targets. This position is also responsible for managing various administrative duties to ensure accurate reporting, reporting structures, and system access. Teams in multiple locations incl. off-shore analysts would report to this role. Responsibilities: Manages and maintains training plans to ensure that adequate staffing resources are planned for to handle forecasted call volume. Participates in various clients calls to review client KPI performance. Ensures reporting is provided to the operation team that illustrates intraday scheduled staffing versus required staffing to the forecast and monthly basis to ensure KPI are met. Ensures staffing and scheduling modifications are recommended to the operation team and are executed on a intraday, daily, weekly and monthly basis to ensure KPI are met. Ensures various off-the-phone activities for the agent populations are scheduled in such a manner as to not impact KPI performance. Manages various forecasting and scheduling processes including vacation day approvals, schedule change approvals, and loading new hire schedules. Manages various administrative processes including ID administration. Performs other duties as assigned. Skills Requirements: 5-8 years of experience Prior work force management experience including forecasting, staffing, and scheduling, Prior call / contact center experience, 3 year minimum required Strong and effective oral / written communication skills Prior supervisory experience including a team of 5or more direct reports Excellent presentation skills High level of proficiency with Excel Strong mathematical skills Strong analytical skills Ability to multi-task Ability to prioritize and delegate deliverables Ability to maintain confidential information Working knowledge of IEX a plus. Education Requirements: Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.

KEY ACCOUNTABILITIES • Workforce Availability: Oversee the end-to-end process of recruiting, onboarding, and scheduling riders and restaurant staff to maintain consistent coverage across restaurants within the region. • Recruitment Strategy: Develop and execute a comprehensive recruitment strategy, leveraging referrals, sourcing partners, aggregators, and targeted below-the-line (BTL) activities to generate a steady influx of potential riders. • Collaborative Coordination: Establish and maintain close collaboration with the regional operations team to align workforce availability with demand, ensuring seamless service delivery. • Process Implementation: Lead the implementation of new workforce management processes and ensure adherence to established procedures to optimize efficiency and maintain a high standard of service. • Performance Metrics: Set and monitor key performance metrics related to workforce availability, recruitment, and adherence to processes, driving continuous improvement. • The Circle Workforce lead plays a pivotal role in shaping a responsive and productive workforce, directly impacting the quality of service and contributing to the Circle growth and success. Additional Points : • Backend code creations for own circle. • Generate store level hiring leads. • Onboarding new vendors & aggregators. • Visiting critical stores and solve the problems. • Complete ownership for the own circle.

Role & responsibilities: The Power BI and Excel Reporting Analyst is responsible for developing and maintaining comprehensive reports and dashboards using Microsoft Power BI and Excel. This role will involve collecting and analyzing data, ensuring data accuracy, and providing actionable insights to support business decision-making processes. Report Development: Design, develop, and maintain Power BI and Excel reports and dashboards to meet business requirements Data Modeling: Create data models and perform data transformation using Power Query and DAX in Power BI, as well as advanced Excel functions and formulas. Data Integration: Integrate data from various sources such as SQL databases, Excel files, cloud services, and other business applications. Performance Optimization: Optimize report performance by fine-tuning data models, DAX queries, and Power BI/Excel settings. User Training: Provide training and support to end-users to help them understand and utilize Power BI and Excel reports and dashboards effectively. Collaboration: Work closely with business stakeholders to gather requirements, understand business processes, and ensure alignment of BI solutions with business needs. Documentation: Document report requirements, data models, and report specifications. Data Quality: Ensure data accuracy and integrity by implementing data validation and cleansing techniques. Troubleshooting: Identify and resolve issues related to Power BI and Excel reports and data discrepancies. Stay Current: Keep up to date with the latest trends and advancements in Power BI, Excel, and data analytics technologies Create, update and maintain reports in Power BI, Automate reports using VBA Macros and Develop and distribute contact center reports in accurate and timely manner. Ensure all periodic and ad hoc reports/dashboards are prepared as per stakeholder requirements and frequency. Update/Generate schedules using WFM tools, Create/Maintain SOPs and ID management: Update the changes in role, attritions, new additions etc. Preferred candidate profile 2 5 Years of experience in contact center reporting, data analysis, MIS and Power BI Tool. Should be amenable to work on different schedules (Day Shift, Mid Shift, Night Shift) Proficiency in Advanced Excel, SQL, VBA Macros, PowerBI Excellent Interpersonal skills with out of the box problem solving approach. Experience in developing dashboards and understandable reports using visualizations in Power BI

Hi All, Currently we are looking for WFM expert for Genus Power Infrastructure Limited, Jaipur. Role: WFM ExpertCompany: Genus Power Infrastructure Ltd.Exp: 4-6 yearsLocation: Jaipur, Jodhpur & Ajmer Overview: Genus Power Infrastructures Ltd., an ISO 9001: 2015 Public Limited Company forms an integral part of the reputed $400 million Kailash Group. The company primarily deals in the manufacturing and distribution of Smart Energy Meters, Power Distribution Management Projects &, Hybrid microcircuits across India as well as globally. Website: https://genuspower.com/ LinkedIn: https://www.linkedin.com/company/genus-power-infrastructures-ltd/posts/?feedView=all Role & responsibilities Configure and optimize WFM systems to meet manufacturing and field service labor requirements. Integrate WFM tools with ERP, MES, HRIS, and time & attendance systems for seamless data flow. Analyze historical production and field service data to accurately forecast workforce demand and plan capacity. Develop automated reports and dashboards to monitor key metrics such as productivity, absenteeism, overtime, and compliance. Provide data-driven insights to support strategic workforce planning and operational decision-making. Lead process improvements and digital transformation initiatives to automate scheduling and reduce manual workload. Provide technical support, troubleshooting, and training for WFM users including planners, supervisors, and HR teams. Maintain data accuracy and system integrations to enable real-time workforce visibility and responsiveness. Interested candidates can share your CV's on bhoomi.bagora@genus.in

Seeking an experienced Delivery Lead to oversee the overall service delivery management for our Oracle Managed Services project. The Delivery Lead will ensure adherence to Service Levels described in the agreement and collaborate closely with the client's Service Delivery management personnel. The role involves managing the compilation of metrics around open tickets, backlog, aging, etc., and driving metrics-driven continuous improvement and customer satisfaction. Responsibilities: Oversee overall service delivery management. Ensure adherence to Service Levels. Collaborate with client Service Delivery management personnel. Manage the compilation of metrics around open tickets, backlog, aging, etc. Drive metrics-driven continuous improvement and customer satisfaction. Must-Have: Proven experience in delivery management. Strong leadership and team management skills. Excellent communication and stakeholder management abilities. Proficiency in using ServiceNow (SNOW) toolset for incident management. Good-to-Have: Experience in managing Oracle-related projects. Familiarity with ITIL processes and frameworks.

We are seeking a highly skilled Workforce Compensation Expert with knowledge in Fast Formulas to join our esteemed team. As a key member of our consulting division, you will play a pivotal role in implementing and optimizing Fusion Workforce Compensation solutions for our clients. The ideal candidate will have extensive experience in Fusion Workforce Compensation and a good background in working with Fast Formulas. Responsibilities: Lead the design, configuration, and implementation of Fusion Workforce Compensation solutions for our clients. Utilize your expertise in Workforce Compensation Fast Formulas to develop and customize time calculation rules. Collaborate closely with clients to understand their business requirements and translate them into effective Workforce Compensation solutions. Conduct workshops, training sessions, and knowledge transfer sessions for clients and internal team members. Drive continuous improvement initiatives to enhance Workforce Compensation processes and maximize system efficiency. Provide guidance and support to clients throughout the implementation lifecycle, ensuring successful project delivery. Contribute to pre-sales activities, including solution demonstrations and proposal development, as needed. Stay updated on Oracle Workforce Compensation updates and enhancements, sharing knowledge with the team and clients. Requirements: Bachelor's degree in Computer Science, Information Systems, or a related field. Minimum of 6 years of hands-on experience in Oracle Fusion HCM implementation and support. Working knowledge in developing and implementing Fast Formulas for Workforce Compensation. Experience with at least 2 end-to-end implementations of Fusion Workforce Compensation. Excellent communication and interpersonal skills, with the ability to effectively engage with clients and team members. Proven track record of delivering high-quality solutions in a consulting or clientfacing environment. Ability to work independently and as part of a team, with a focus on exceeding client expectations. Immediate joiners are preferred.

Seeking an experienced Delivery Lead to oversee the overall service delivery management for our Oracle Managed Services project. The Delivery Lead will ensure adherence to Service Levels described in the agreement and collaborate closely with the client's Service Delivery management personnel. The role involves managing the compilation of metrics around open tickets, backlog, aging, etc., and driving metrics-driven continuous improvement and customer satisfaction. Responsibilities: Oversee overall service delivery management. Ensure adherence to Service Levels. Collaborate with client Service Delivery management personnel. Manage the compilation of metrics around open tickets, backlog, aging, etc. Drive metrics-driven continuous improvement and customer satisfaction. Must-Have: Proven experience in delivery management. Strong leadership and team management skills. Excellent communication and stakeholder management abilities. Proficiency in using ServiceNow (SNOW) toolset for incident management. Good-to-Have: Experience in managing Oracle-related projects. Familiarity with ITIL processes and frameworks.

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieveRead on. Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you. UKG (Ultimate Kronos Group) is an industry market leader known for leveraging cuttingedge technology to revolutionize workforce management. As we continue to expand our product footprint globally, we are creating new opportunities in India. Join our dynamic team and contribute to our mission of providing innovative solutions that empower businesses and employees alike.Role Overview:As a Sr. Solution Consultant at UKG, you will play a pivotal role in delivering superiorworkforce management solutions to our clients. You will be accountable for your own success, utilizing your expert knowledge of workforce management software to design and implement solutions that maximize benefits for our customers. Your superior communication and presentation skills, coupled with your ability to manage complex environments and client relationships, will ensure your success in this role.Key Responsibilities: Requirement AssessmentConduct workshops with senior members of customerorganizations to drive requirement assessments. Solution DesignArchitect comprehensive solutions that integrate UKG Pro WFM(Dimensions) with third-party products, ensuring alignment with business goals. Customization and IntegrationDesign and implement customizations and integrationsto meet specific client needs. DocumentationCollect, analyze, validate, and document business requirements,creating detailed technical specifications for the implementation team. Build and ConfigurationOversee the build and configuration of the system, ensuringadherence to the original design and client requirements. Provide expert knowledge andbest practices during the Build phase. Testing SupportProvide guidance and support during the testing phase, includingfunctional testing, integration testing, and user acceptance testing (UAT). Best PracticesAdvocate for and implement industry best practices in workforcemanagement, process optimization, and system configuration. Effective CommunicationEffectively communicate complex technical concepts to bothtechnical and non-technical stakeholders using use cases, visual diagrams, and processflow charts. Client ManagementFoster strong relationships with client Project teams, acting as atrusted advisor and ensuring high levels of client satisfaction. MentoringMentor and provide guidance to team members on advanced modules andsolutioning aspects. TravelTravel up to 25% may be required to meet with clients and support projectimplementations.Qualifications: EducationBachelor’s degree or equivalent in Computer Sciences or a related field. Experience:o 6 to 10 yrs years of experience implementing or supporting enterprise softwareapplications and hardware used in web environments (UKG ProWFM/Workday/Ceridian/Oracle/PeopleSoft/SAP Human Resources/Payroll/Timeand Labor).o 5+ years of experience in Workforce Management is a must.o Relevant experience as a consultant in a similar application environment isdesirable.o Extensive experience in implementing solutions for medium to large enterprisecustomers. Skills: o Thorough understanding of business, process, and technology relating toworkforce management.o Experience with requirement gathering, solution designing, implementing, andconfiguring UKG Products.o Extensive experience on UKG Pro WFM (Dimensions) modules like TimeKeeping, Accruals and Leave is a must.o Experience on modules like Advanced Scheduling, Forecasting, Attendance andActivities is desirable.o Prior experience in supporting functional testing, integration testing, and UAT.o Demonstrated track record in delivering quality, on-time technology and businesssolutions to a diverse customer base.o Solid interpersonal skills to interface with co-workers and customers, managingspecific tasks to completion with minimal direction.o Excellent verbal and written communication skills.If you are a seasoned professional with a passion for workforce management and a track record of delivering high-quality solutions, we would love to hear from you. Apply now and be a part of our exciting journey at UKG! Where we’re going UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! UKGCareers@ukg.com

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieveRead on. Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you. Role OverviewAs a Solution Consultant II at UKG, you will play a pivotal role in delivering superior workforce management solutions to our clients. You will be accountable for your own success, utilizing your knowledge of workforce management software to implement solutions that maximize benefits for our customers. Your superior communication and presentation skills, coupled with your ability to manage complex environments and client relationships, will ensure your success in this role.Key Responsibilities DocumentationCollect, analyze, validate, and document business requirements, creating detailed technical specifications for the implementation team. Build and ConfigurationBuild and configuration of the system, ensuring adherence to the original design and client requirements. Provide expert knowledge and best practices during the Build phase. Testing SupportProvide support during the testing phase, including functional testing, integration testing, and user acceptance testing (UAT). Best PracticesAdvocate for and implement industry best practices in workforce management, process optimization, and system configuration. Effective CommunicationEffectively communicate complex technical concepts to both technical and non-technical stakeholders using use cases, visual diagrams, and process flow charts. TravelTravel up to 25% may be required to meet with clients and support project implementations.Qualifications EducationBachelor’s degree or equivalent in Computer Sciences or a related field. Experience: Overall, 3 to 6 yrs years of experience implementing or supporting enterprise software applications and hardware used in web environments (UKG Pro WFM/Workday/Ceridian/Oracle/PeopleSoft/SAP Human Resources/Payroll/Time and Labor). 3+ years of relevant experience in implementing Workforce Management software or similar domain is desirable. Experience in implementing WFM modules like Time Keeping and Accruals is a must. Prior experience in supporting functional testing, integration testing, and UAT. Where we’re going UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! UKGCareers@ukg.com

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieveRead on. Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you. UKG (Ultimate Kronos Group) is an industry market leader known for leveraging cuttingedge technology to revolutionize workforce management. As we continue to expand our productfootprint globally, we are creating new opportunities in India. Join our dynamic team and contributeto our mission of providing innovative solutions that empower businesses and employees alike.Role Overview:As a Sr. Solution Consultant at UKG, you will play a pivotal role in delivering superiorworkforce management solutions to our clients. You will be accountable for your own success,utilizing your expert knowledge of workforce management software to design and implementsolutions that maximize benefits for our customers. Your superior communication and presentationskills, coupled with your ability to manage complex environments and client relationships, willensure your success in this role.Key Responsibilities: Requirement AssessmentConduct workshops with senior members of customerorganizations to drive requirement assessments.Solution DesignArchitect comprehensive solutions that integrate UKG Pro WFM(Dimensions) with third-party products, ensuring alignment with business goals. Customization and IntegrationDesign and implement customizations and integrationsto meet specific client needs. DocumentationCollect, analyze, validate, and document business requirements,creating detailed technical specifications for the implementation team. Build and ConfigurationOversee the build and configuration of the system, ensuringadherence to the original design and client requirements. Provide expert knowledge andbest practices during the Build phase. Testing SupportProvide guidance and support during the testing phase, includingfunctional testing, integration testing, and user acceptance testing (UAT). Best PracticesAdvocate for and implement industry best practices in workforcemanagement, process optimization, and system configuration. Effective CommunicationEffectively communicate complex technical concepts to bothtechnical and non-technical stakeholders using use cases, visual diagrams, and processflow charts. Client ManagementFoster strong relationships with client Project teams, acting as atrusted advisor and ensuring high levels of client satisfaction. MentoringMentor and provide guidance to team members on advanced modules and solutioning aspects. TravelTravel up to 25% may be required to meet with clients and support projectimplementations.Qualifications: EducationBachelor’s degree or equivalent in Computer Sciences or a related field.Experience:o 6 to 10 yrs years of experience implementing or supporting enterprise softwareapplications and hardware used in web environments (UKG ProWFM/Workday/Ceridian/Oracle/PeopleSoft/SAP Human Resources/Payroll/Timeand Labor).o 5+ years of experience in Workforce Management is a must.o Relevant experience as a consultant in a similar application environment isdesirable.o Extensive experience in implementing solutions for medium to large enterprise customers. Skills: o Thorough understanding of business, process, and technology relating toworkforce management.o Experience with requirement gathering, solution designing, implementing, andconfiguring UKG Products.o Extensive experience on UKG Pro WFM (Dimensions) modules like TimeKeeping, Accruals and Leave is a must.o Experience on modules like Advanced Scheduling, Forecasting, Attendance andActivities is desirable.o Prior experience in supporting functional testing, integration testing, and UAT.o Demonstrated track record in delivering quality, on-time technology and businesssolutions to a diverse customer base.o Solid interpersonal skills to interface with co-workers and customers, managingspecific tasks to completion with minimal direction.o Excellent verbal and written communication skills.If you are a seasoned professional with a passion for workforce management and a track record ofdelivering high-quality solutions, we would love to hear from you. Apply now and be a part of our exciting journey at UKG! Where we’re going UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! UKGCareers@ukg.com

P3 Regional Integration Consultant – Workforce Management UKG (Ultimate Kronos Group) is an industry market leader known for leveraging cutting-edge technology to revolutionize workforce management. As we continue to expand our product footprint globally, we are creating new opportunities in India. Join our dynamic team and contribute to our mission of providing innovative solutions that empower businesses and employees alike. About the RoleAs a Senior Integration Consultant, you will be responsible for designing, developing, and deploying integration solutions for our clients to meet their interfacing requirements with UKG products. These requirements include creating various types of output files using Dell Boomi and ensuring seamless integration with different environments. The ideal candidate will have in-depth knowledge of Workforce Management (WFM) concepts and a strong understanding of related tools to deliver customized solutions effectively. The Senior Integration Consultant will follow the defined implementation process, ensuring adherence to project milestones and completion deadlines. The role requires close collaboration with UKG Project Managers, Solution Consultants, and Integration Teams to execute system implementations successfully. Key Responsibilities Collaborate with implementation and integration teams to support and deliver integration requirements for UKG Products. Work closely with Project Managers and Solution Consultants to meet project goals within time and budget constraints. Assist Services Teams with integration discovery and scoping. Assess, design, and develop integration solutions tailored to customer requirements. Manage integration timelines, including notifying clients about task date changes or resource allocation updates. Provide User Acceptance Testing (UAT) support. Perform coding, testing, and deployment of integration interfaces. Upgrade existing UKG customers from lower versions to the latest compatible versions, ensuring a like-to-like implementation. Maintain an overall understanding of the UKG solution for successful system upgrades and deployments. Show flexibility to work in shifts providing US Hours coverage. Qualifications & Experience 6-10 years of overall experience in Integration and Workforce Management (WFM). 3+ years of experience with UKG Pro WFM/Dimensions. Hands-on experience in creating interfaces for upstream/downstream systems using Dell Boomi. Domain knowledge of HCM/WFM is a plus. Experience in designing, building, testing, deploying, and scheduling integration processes involving third-party systems. Expertise in Dell Boomi AtomSphere, including components, connectors, Application Source Qualifier, Mapping Designer, and Transformations. Knowledge of REST API, SOAP framework, XML, and Web Service design is advantageous. Strong oral and written communication skills. Excellent customer interaction skills. Why Join Us Work with a global team on high-impact projects. Opportunity to expand your expertise in Workforce Management solutions and integrations. Competitive salary and benefits package. Flexible working environment with opportunities for career growth. If you are a seasoned professional with a passion for workforce management and a track record of delivering high-quality solutions, we would love to hear from you. Apply now and be a part of our exciting journey at UKG!

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieveRead on. Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you. Solution Consultant UKG (Ultimate Kronos Group) is an industry market leader known for leveraging cutting-edge technology to revolutionize workforce management. As we continue to expand our product footprint globally, we are creating new opportunities in India. Join our dynamic team and contribute to our mission of providing innovative solutions that empower businesses and employees alike.Role OverviewAs a Sr. Solution Consultant at UKG, you will play a pivotal role in delivering superior HCM and workforce management solutions to our clients. You will be accountable for your own success, utilizing your expert knowledge of HCM and Workforce management software to design and implement solutions that maximize benefits for our customers. Your superior communication and presentation skills, coupled with your ability to manage complex environments and client relationships, will ensure your success in this role.Key Responsibilities: Requirement AssessmentConduct workshops with senior members of customer organizations to drive requirement assessments. Solution DesignArchitect comprehensive solutions that integrate UKG Pro WFM with third-party products, ensuring alignment with business goals. Customization and IntegrationDesign and implement customizations and integrations to meet specific client needs. DocumentationCollect, analyze, validate, and document business requirements, creating detailed technical specifications for the implementation team. Build and ConfigurationOversee the build and configuration of the system, ensuring adherence to the original design and client requirements. Provide expert knowledge and best practices during the Build phase. Testing SupportProvide guidance and support during the testing phase, including functional testing, integration testing, and user acceptance testing (UAT). Best PracticesAdvocate for and implement industry best practices in workforce management, process optimization, and system configuration. Effective CommunicationEffectively communicate complex technical concepts to both technical and non-technical stakeholders using use cases, visual diagrams, and process flow charts. Client ManagementFoster strong relationships with client Project teams, acting as a trusted advisor and ensuring high levels of client satisfaction.Qualifications: EducationBachelor’s degree or equivalent in Computer Sciences or a related field. Experience: 6 to 10 yrs years of experience implementing or supporting enterprise software applications and hardware used in web environments (UKG Pro/ WFM/Workday/Ceridian/Oracle/PeopleSoft/SAP Human Resources/Payroll/Time and Labor). Extensive experience in implementing solutions for medium to large enterprise customers. Skills: Experience with requirement gathering, solution designing, implementing, and configuring UKG Products. Experience on UKG Pro WFM modules like Employee self-service, Strategic workforce planning, Time Keeping, Accruals, Leave, Advanced Scheduling, Forecasting, Attendance and Activities is desirable. Prior experience in supporting functional testing, integration testing, and UAT. Where we’re going UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! UKGCareers@ukg.com

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieveRead on. Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you. UKG (Ultimate Kronos Group) is an industry market leader known for leveraging cutting-edge technology to revolutionize workforce management. As we continue to expand our product footprint globally, we are creating new opportunities in India. Join our dynamic team and contribute to our mission of providing innovative solutions that empower businesses and employees alike.Role OverviewAs a Sr. Solution Consultant at UKG, you will play a pivotal role in delivering superior HCM and workforce management solutions to our clients. You will be accountable for your own success, utilizing your expert knowledge of HCM and Workforce management software to design and implement solutions that maximize benefits for our customers. Your superior communication and presentation skills, coupled with your ability to manage complex environments and client relationships, will ensure your success in this role.Key Responsibilities: Requirement AssessmentConduct workshops with senior members of customer organizations to drive requirement assessments. Solution DesignArchitect comprehensive solutions that integrate UKG Pro WFM with third-party products, ensuring alignment with business goals. Customization and IntegrationDesign and implement customizations and integrations to meet specific client needs. DocumentationCollect, analyze, validate, and document business requirements, creating detailed technical specifications for the implementation Testing SupportProvide guidance and support during the testing phase, including functional testing, integration testing, and user acceptance testing (UAT). Effective CommunicationEffectively communicate complex technical concepts to both technical and non-technical stakeholders using use cases, visual diagrams, and process flow charts. Client ManagementFoster strong relationships with client Project teams, acting as a trusted advisor and ensuring high levels of client satisfaction.Qualifications: EducationBachelor’s degree or equivalent in Computer Sciences or a related field. Experience: 9 to 10 yrs years of experience implementing or supporting enterprise software applications and hardware used in web environments (UKG Pro/ WFM/Workday/Ceridian/Oracle/PeopleSoft/SAP Human Resources/Payroll/Time and Labor). 7+ years of experience in Workforce Management is a must. Relevant experience as a consultant in a similar application environment is desirable. Extensive experience in implementing solutions for medium to large enterprise customers. Skills: Thorough understanding of business, process, and technology relating to workforce management. Experience with requirement gathering, solution designing, implementing, and configuring UKG Products. Experience on UKG Pro WFM modules like Employee self-service, Strategic workforce planning, Time Keeping, Accruals, Leave, Advanced Scheduling, Forecasting, Attendance and Activities is desirable. Prior experience in supporting functional testing, integration testing, and UAT. Demonstrated track record in delivering quality, on-time technology and business solutions to a diverse customer base. Solid interpersonal skills to interface with co-workers and customers, managing specific tasks to completion with minimal direction. Excellent verbal and written communication skills.If you are a seasoned professional with a passion for workforce management and a track record of delivering high-quality solutions, we would love to hear from you. Apply now and be a part of our exciting journey at UKG! Where we’re going UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! UKGCareers@ukg.com

Role & responsibilities Managing the day-to-day performance of the Contact Centre Operations and expected to shape the future of a Contact Centre Operations being committed to deliver a great customer contact experience through a variety of customer contact channels To deliver a best-in-class service, meeting or exceeding the KPIs Manpower planning, Rostering and Designing call center strategy to implement short/long-term plans for achieving process objectives Evaluate and Analyze performance against call center metrics for your team and set targets to continuously improve agent productivity and call center efficiency Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting company's initiatives to drive improvements, improve efficiency and reduce complaints Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions Preferred candidate profile -12 plus Years of proven experience of leading a service driven contact Centre operation with experience of managing an operation through periods of significant growth or change Handled Call Centers for both Customer Service and Cross-Sell Processes Experience in Inbound Voice Contact Centre Management and Operations Management Experience with automation of processes through tech integration Quality & Process Orientation Strong analytical and decision-making skill Strong customer-facing and communication skills Problem Solving Skills

Role 1 Title- Sr Manager WFM Location -Mumbai Shift - UK (1 to 10:30 pm) Role 2 Title- Sr Manager WFM Location - Pune Shift - US shift- 6 pm to 3 am (night shift) Title: WFM Senior Manager Department : Workforce Management Reports to : Head of Department WFM Job Purpose To manage all planning, scheduling & real-time, dialer & access management, along with invoicing processes in support of operations to achieve the business objective (primarily achieving business service level & account profitability) and maximizing efficiency and occupancy. To ensure strategic goals are met through, collaborative planning, effective communication, while ensuring forecast alignment with strategic goals. Primary Responsibilities Manage end to end planning & scenario building for managing account profitability Manage operations from scheduling & real time perspective Service Level management Shrinkage & schedule adherence AHT Outage Management Collaboratively work with client planning team to review & provide views on forecasting accuracy To manage the outcome & efforts on the outliers Review weekly intraday & rosters Review KPIs and Service Level projections for the coming week Ensuring all necessary & relevant efficiency parameters are within target Liaise with multiple stakeholders / departments within CC for effective delivery of all efficiency parameters Working extensively on improving efficiencies for the CC Manage ad-hoc requirements from Ops & any other functions Discuss & review daily / weekly / monthly / quarterly performances with stakeholders People engagement & performance enhancement Manage multiple teams & team performances Knowledge, skills & competencies required Functional Skills and Competencies: Functional knowledge of various workforce management tools Overall Understanding of the Workforce Management, along with operational management Understands and know the purpose of the role and how it links to the other roles Good knowledge of MS Office Understands and has knowledge of key Contact Centre metrics such as shrinkage, AHT, Occupancy, schedule adherence, etc Analyse situations, identifies the gaps quickly and take necessary steps to avoid impact on Service Levels Ability to make / take decisions (could be unpopular / difficult) impacting strategic outcomes appropriately and effectively Consistently demonstrates organization orientation and detail orientation Plans and organizes large-scale and long-term projects and strategies that lead to desired outcomes Customer Focus (Core) Consistently places a high value on customers (internal and external) and all issues and factors that relate to customer experience/ stakeholder expectations and needs Has the ability to have difficult conversations with stakeholders constructively Considers the customer at the forefront of all decisions that are being made and ensures that value is being delivered to them Communication Skills Ensures delivery of all promises and commitments made to the customers / stakeholders Influences stakeholders and team members alike by creating positive relationships with them in order to achieve company goals Ability to translate and summarize analytical data findings into actionable recommendations Interpersonal Skills and Teamwork To be able to communicate effectively, both verbally and in writing, with India & UK stakeholders & across levels Ensures that full support is rendered to all team members in conducting their day-to-day affairs and all team decisions are supported irrespective of personal agenda Experience Minimum 12~15 years’ experience in Contact Centre Industry Minimum of 6~8 years’ experience in Workforce Management

Position Purpose: Scheduler is responsible for creating call volume forecasts, calculating staffing requirements, and organizing schedules for contact center operations. The Lead - Scheduler works directly with the operations team and the client to ensure that staffing levels are consistent on a real time basis and meet with business needs. Job Requirements: Work directly with the client and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections Monitor and analyze call patterns, intra- and inter-day activity and make adjustments as needed in real time to ensure optimal productivity and efficiency Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency Prepare and disseminate timely and accurate reports to operations management and clients Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time Qualifications: High school diploma or equivalent; 2 years of college preferred A minimum of three years workforce forecasting and scheduling experience in a call center environment Two years’ experience working with call center reporting and metrics required One year prior experience working with workforce management technologies ideally either Verint, IEX, Aspect, etc One year prior experience with Avaya or other ACD phone system required Strong analytical skills and ability to apply those real-time Proficiency in Microsoft Office Applications including Word & Excel and other relevant software Excellent problem solving and decision making skills Ability to operate effectively in a team environment Excellent oral and written communication skills and interpersonal skills Dependability regarding completion of assignments and attendance

Roles and Responsibilities Would act as the first point of contact for all service-related escalations occurring on account of issues such as call routing, technical outage, unscheduled absences, unscheduled breaks, forecast deviations etc Would constantly monitor, track, document and communicate real time floor activities in terms of adherence to plan and process defined Would be responsible for sending Intraday reporting (Hourly Interval Reports, Productivity Reports) Will have to manage client & stakeholder requirements Knowledge of trends and total demand and providing relevant inputs to WFM leadership, Client, and Ops Leadership Assist in detailing and documenting performance impacts to WFM leadership Compares call forecasts with actual results to examine variances, proactively identifies scheduling gaps and offers solutions to solve them Provides performance analysis to ensure accurate, timely reporting to support business decisions Interaction with other departments to improve the performance indicators Desired Candidate Profile Someone with a minimum of 15 months experience in WFM RTA domain. Flexible and willing to work 24*7 environment Very good proficiency in MS excels. Any prior Workforce Management experience in Scheduling or Reporting will be an added advantage Knowledge of Work force management software. Experience on Verint (WFM tool) or any other tool is a plus Strong analytical and communication skills Should know how to analyze performance data in real time

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 Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Investment Banking(Loans).

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 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 completedMandatory Skills: Order Management-Level 1. Experience1-3 Years.