1075 Wfm Jobs - Page 31

Skill required: User-Generated Content Moderation - Content management Designation: Service Delivery Ops Senior Analyst Qualifications: Master of Business Administration Years of Experience: 5 to 8 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do The Real-Time Management (RTM) Analyst/Lead is responsible for monitoring and managing intraday performance to ensure operational efficiency and service level adherence. This role involves real-time tracking of workforce metrics, identifying deviations, and implementing immediate corrective actions. You will be responsible for analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual may be exposed to flashing lights or contrasting light and dark patterns.Additionally, the RTM Analyst plays a key role in incident management by assessing and responding to system outages, spikes in volume, and other operational disruptions.Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, content moderators need strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accentures well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being. Organize, categorize and publish content and information using specific tools and channels, for use by different groups and individuals within the organization. What are we looking for 3-5 years of experience in Real-Time Management, Workforce Management, or Contact Center Operations.Strong analytical skills with proficiency in real-time reporting tools and workforce management platforms (e.g., NICE, Verint, IEX, or Genesys).Ability to work under pressure and make quick, data-driven decisions in fast-paced environments.Excellent communication and stakeholder management skills.Experience in incident management, including root cause analysis and escalation protocols.Understanding of workforce optimization strategies, including shrinkage management, occupancy, and utilization.Flexibility to work in shifts, including weekends or 24/7 operations, if required.Review, classify and/or remove content according to client guidelines, using specific tools and channelsUnderstand and remain updated on changing client policies and guidelinesInvestigate, resolve, and relay complex content issues to the broader Trust and Safety teamStrong coping, emotional resilience, and stress-management skillsExcellent comprehension, communication skillsAbility to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policiesStrong attention to detailComfort synthesizing and analyzing information from multiple streamsStrong critical thinking and decision-making skills Roles and Responsibilities: Intraday Monitoring & ReportingContinuously monitor real-time performance metrics, including service levels, queue volumes, and agent adherence.Identify and address deviations from staffing plans, ensuring minimal impact on operational KPIs.Generate and distribute intraday performance reports with key insights and actionable recommendations.Communicate real-time updates on trends, SLA risks, and performance concerns to stakeholders, including Operations, Workforce Management, and Client Teams.Optimize resource allocation by adjusting schedules, reallocating tasks, and managing shrinkage in real time.Incident Management & EscalationAct as the first point of contact for operational incidents, such as system outages, tool downtimes, or unplanned volume surges.Coordinate with IT, Operations, and Vendor Management teams to escalate and resolve incidents promptly.Implement contingency plans to mitigate impact on service delivery during disruptions.Maintain an incident log with root cause analysis, resolution timelines, and preventive measures.Conduct post-incident reviews to improve response strategies and minimize recurrence.Stakeholder Collaboration & CommunicationWork closely with Operations and Workforce Planning teams to align real-time decisions with long-term staffing strategies.Provide data-driven insights and recommendations during WBR (Weekly Business Reviews) and MBR (Monthly Business Reviews).Ensure effective communication across teams to facilitate proactive decision-making and minimize downtime. Qualification Master of Business Administration

This role will be responsible for data gathering analysis and requirement visualization that will support driving new Intradiem functionality from conception to delivery. The position will also involve a level of innovative thought and execution to contribute to continued expansion of the software, and ongoing optimization to refine systemic rules to continuously meet the needs of supported businesses. This role requires an understanding of call center concepts and challenges, and the ability to collect, analyze, and interpret data to identify trends that will inform business decisions. The goal is to provide best-in-class strategy and support across multiple product lines to identify the most effective processes, configuration, and user experience. Specific Responsibilities: Serve as point of contact for businesses utilizing Intradiem software to maintain existing strong relationships. During new use case or new business deployment, responsible for supporting efforts to identify and gather requirements, provide insight and recommendations, and offer implementation support, all to drive the deployment from conception to delivery. Post-deployment, conduct regular data analysis to validate effectiveness of Intradiem software and identify additional opportunities. Identify business metrics and reporting needs to accurately resolve communicated issues and identify project performance. Effectively support application with multiple WFM and ACD providers, and champion design and strategy to streamline functions and processes as providers are consolidated. Other duties as assigned. Qualifications: Intermediate to Advanced Excel and Power Point knowledge required. Clear understanding of workforce management concepts, challenges, and goals. Strong execution, strategic-thinking, and influencing skills. Ability to work with a high sense of urgency. Ability to turn data into a compelling story with a call to action. About Evernorth Health Services

Job Title - GN - SONG - Service - Genesys - Analyst Management Level: 11-Analyst Location: Bengaluru, BDC7A Must-have skills: Genesys Framework Good to have skills: Knowledge of emerging technologies, cloud computing, and cybersecurity best practices. Job Summary : This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions. Roles & Responsibilities: Develop and execute technology transformation strategies, oversee implementation projects, and optimize digital capabilities for business efficiency. You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance. As part of these, you will Use in depth understanding of Genesys Engage/Pure Cloud:Ability to work in high-paced and complex projects Apply understanding of industry specific Customer Service processes:Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.) Deploy thorough understanding of Genesys Framework:Leading-edge expertise in implementing multichannel center applications using Genesys tools including Composer, Designer, GAX etc. Bring your best skills forward to excel at the roleAbility to use technical exposure to contact center and overall customer service areas:In depth understanding of Genesys Engage/Pure Cloud. Easily work in high-paced and complex projects:Use understanding of industry specific Customer Service processes, operations, and functional needs Deploy a strong designing skill:Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...) Maximize application design and development experience:Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms. Professional & Technical Skills: - Relevant experience in the required domain. - Strong analytical, problem-solving, and communication skills. - Ability to work in a fast-paced, dynamic environment. Additional Information: - Opportunity to work on innovative projects. - Career growth and leadership exposure. About Our Company | Accenture Qualification Experience: 3 to 5 Years Educational Qualification: BE Btech

We are hiring a WFM Manager for an MNC (WFH) Need at least 2 years experience as a Manger and 4+ Years experience in team handing with a good repudiated company. Good experience on RTA, IEX, Scheduling and forecasting Exp- 8 Years +

Skill required: Supply Chain - Automotive Supply Chain Designation: Business Advisory Associate Qualifications: BE/Diploma in Automobile Years of Experience: 1 to 3 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do To maintain quality and service standards of the Warranty Claims processing team in support of the contracted Service Level AgreementInvestigate and Verify warranty claims based on available external support resources (Parts catalog, Dealer Assist & Standard labor time) & take appropriate decisionImplement practices to improve operational efficiencies What are we looking for BE Automobile Graduate/Diploma with or without Automotive experienceBE Mechanical Graduate/Diploma with Automotive experienceExperience in WarrantyExperience with Auto componentsInterpersonal skills to deal with dealers, warranty engineers, etcData processing accuracy, detail oriented, and ability to evaluate/research a warranty claimExpert level capability in use of desktop software (MS Office Suite, with focus on Excel)Organized, timely, pro-active and highly productiveStrong written communication in EnglishAttention to detail and ability to multi-taskExperience in Warranty /Auto Dealership Roles and Responsibilities: Investigate and Verify warranty claims based on available external support resources (Parts catalog, Dealer Assist & Standard labor time) & take appropriate decision Qualification BE,Diploma in Automobile

Skill required: Supply Chain - Automotive Supply Chain Designation: Business Advisory Associate Qualifications: BE/Diploma in Automobile Years of Experience: 1 to 3 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do To maintain quality and service standards of the Warranty Claims processing team in support of the contracted Service Level AgreementInvestigate and Verify warranty claims based on available external support resources (Parts catalog, Dealer Assist & Standard labor time) & take appropriate decisionImplement practices to improve operational efficienciesBE Automobile Graduate/Diploma with or without Automotive experienceBE Mechanical Graduate/Diploma with Automotive experienceExperience in WarrantyExperience with Auto componentsInterpersonal skills to deal with dealers, warranty engineers, etcData processing accuracy, detail oriented, and ability to evaluate/research a warranty claimExpert level capability in use of desktop software (MS Office Suite, with focus on Excel)Organized, timely, pro-active and highly productiveStrong written communication in EnglishAttention to detail and ability to multi-taskExperience in Warranty /Auto Dealership What are we looking for BE Automobile Graduate/Diploma with or without Automotive experienceBE Mechanical Graduate/Diploma with Automotive experienceExperience in WarrantyExperience with Auto componentsInterpersonal skills to deal with dealers, warranty engineers, etcData processing accuracy, detail oriented, and ability to evaluate/research a warranty claimExpert level capability in use of desktop software (MS Office Suite, with focus on Excel)Organized, timely, pro-active and highly productiveStrong written communication in EnglishAttention to detail and ability to multi-taskExperience in Warranty /Auto Dealership Roles and Responsibilities: Investigate and Verify warranty claims based on available external support resources (Parts catalog, Dealer Assist & Standard labor time) & take appropriate decision Qualification BE,Diploma in Automobile

Accountabilities: Major Activities Heading IT/OT deployment of AMI projects during implementation and O&M phases. Provide technical support to Site Managers. Major Activities: Responsible for implementation of all IT & OT related activities for successful Go Live of AMI projects. Development of WFM App, Consumer App, Web Portal with System Integrator in line with operational needs. Review and Finalization of AMI design documents submitted by System Integrator and ensure DISCOM approval. Head - AMI Operations State AMI Operations Lead IT Operations Lead 2 Responsible for timely availability of IT Infra with required sizing and performance for AMI applications production and successful Go Live. Day to day monitoring and coordination with System Integrator for resolution of IT related SLA gaps. Client management activities and conducting state level initiatives for successful implementation of AMI Project. Coordination with DISCOM agencies for integration of legacy systems. SKILLS AND KNOWLEDGE Educational Qualifications - Engineering Graduate Functional Skills Exposure to Energy Distribution Utilities (AMI / AMR Projects would be added advantage) Relevant and total years of Experience 6 - 8 years of experience

WFS Trainer G2L2/G3L1– Sr.Learning Consultant or Lead Learning Consultant Eligibility Criteria ePossess and should have strong time knowledge (eTime/WFM/WFS- Kronos/SAP product knowledge is preferred) Outstanding oral/written communication and presentation skills Strong interpersonal, conflict management and mentoring skills Good multitasking, prioritization, and time management skills Should be flexible with rotational shifts working in UK/US time zones Demonstrates behavior that promotes the values of the organization Collaborating with all internal resources at all levels to achieve shared goals and exceed expectations Profile Description Deliver functional, technical, and/or soft skills training to associates and clients. This may include new hire orientation and/or any rotational associate training, and all product curricula, enhancement product curricula, and associated process and soft skill training as a result of a new system release, a new job tool or process, as well as role specific process changes. Apply adult learning theory to adapt delivery to learning styles of participants. Apply facilitation skills to manage group and individual dynamics to maintain an appropriate learning environment and ensure that the objectives of the training are met. Respond to participant questions and elaborate on training content using knowledge of products, business processes, and roles and responsibilities. Keep up-to-date and proficient on products and processes used by the Learning & Performance organization to facilitate training (ie. Virtual training tools), prep the classroom, (ie. Desktop imaging/cleanup tools) and enroll and track course enrollment (ie. Learning Management System). Keep up-to-date and proficient on ADP's products and services. Maintain all relevant certifications to products and services. Keep abreast of the latest industry trends in regards to service skills, communications skills, and facilitation skills Role & responsibilities Preferred candidate profile

WFM Analyst Back Office: Job Description Job Summary: The WFM Analyst is responsible for the tactical planning delivery, monitoring staffing levels at an intraday / day level, proactively providing consultative advice and recommendations to ensure optimal balance of available employees to meet the demands of the business and organizational objectives Key Responsibilities: Scheduling to business specific rules, preference based, multi week performance / rule based schedule bidding Workflow & Workload Optimization (Front Office Voice ACDs / Dialer Management & Back Office email / fax / chat / website ++) Monthly / Fortnightly / Weekly optimized every week for next week. Schedule management of Future Schedule Change & Historical Adherence Exception Management for accurate Analysis Monitoring shrinkage, schedule adherence, variance reports of daily traffic volumes, headcount analysis, real time performance Monitors call routing; reviews and provides recommendations for optimal intervals on all real-time non-phone activities (training, meetings, coaching, etc.) Data Extraction and update the daily RAP (Review Action Plan governance and engagement tool with Operations) Pack (including commentary and recommendations) Service Delivery by Real time Adherence & Intervention / escalation Start with daily Review Action Plan (RAP) & Monitoring through day Prepare root cause analysis of SL performance, staffing and update reasons for aberrations for previous day Identifies course of action or makes recommendations relating to staffing deviations based on observations (Shift Extensions and Overtime offers, Schedule Adjustments, Skill changes). Chairing the daily RAP (Review Action Plan) calls with Operations and completing action items from the call Reviewing and Optimizing current day Schedules Analyzing forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levels Identifies course of action and makes recommendations relating to staffing deviations Share trends & observations of issues impacting performance of the business Ensuring that optimum service level targets are achieved on a monthly, daily / intra-day basis in order to drive up service level consistency performance Sharing hourly, daily, weekly and monthly updates to stakeholders Variance reporting to enable management to make timely decisions about planned off line activities and outages Executes established Business Continuity procedures in times of unexpected outages and incident management events. (i.e. Unplanned System Outages, Fire, Power failures, etc.) Ad hoc tasks to support the business Synopsis General understanding of back office metrics Strong ability to multi-task and manage competing priorities AHT / UPT Analysis Strong analytical and problem solving skills Heightened attention to details to ensure accuracy in output Strong communication skills (verbal and written), to support confident and credible interactions with employees and leaders at multiple levels. Excellent with MS Excel, VBA, MS Access, Powerpoint, SQL, PowerBI, etc. Proactively identifies and initiates appropriate actions Work independently to handle Internal & Customer Requirements by providing timely and Required Reports with Trend Analysis Internal & external deadlines are to be met To ensure that appropriate quality standards are met. To ensure that MIS & Reports data is accurate and robust ensuring that reports are accessible to appropriate audience. Liaise with relevant external bodies as appropriate Position Qualifications: Minimum Qualifications: Requiring 3-4 years of strong performance and depth of relevant experience in Contact Centre environments Professional Skills: Proficiency in MS-Excel Basic Understanding of Back office dynamics Working knowledge of a WFM tool (Genesys, Nice WFM, Aspect eWfm, Verint i360, Teleopti, Avaya Aura, etc.) will be an additional advantage

Looking for min 2 years of exp in MIS and Work force Management Must have exp in Advanced Excel and Power BI Location- Pune WFO| Rotational Shifts CTC- 6 LPA+ Variables Immediate Joiners Only Any Graduate Share cv at aafreen@genesishrs.com

Hey There !! Do you want to work in International BPO Process in Chandigarh & Mohali If Yes Fell Free To Call / Whats App Sourabh @ 9779924404 for interview CTC 15-32 K/M Work From Office Rotational Shifts Candidate Must Be good In English Required Candidate profile Excellent Communication Skills Tech Savvy Willing to work in rotational shifts Facilities Vary Client to Client :- Career Growth PG available nearby In House Cafeteria & Gym Subsidised Meals

Analyze staffing/volume trends and operational performance dashboards. Develop short, medium and long term staffing plans for assigned business in an accurate and timely manner. Collaborate with various business units, quality and training to schedule the necessary training, and associate coaching to ensure the company s commitment towards quality. Prepare financial forecasts based on inputs from various sources and historical trends. Create and maintain financial reports for business stakeholders. Review the current processes of scheduling and staffing and uncover the potential opportunities of improved efficiency. Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences. Identify schedule/plan changes in relevant databases and escalate issues as appropriate. Prepare reports for hiring needs, training and staffing analysis for business reviews and stakeholders. Key skills & knowledge: Maintain various WFM tools and set ups e.g. IEX etc. Collaborate with other WFM departments like real time and scheduling to constantly review and improve the health of business and increase profitability.

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. In this role, you will represent the Workforce Management (WFM) team during migrations for the OMNI channel implementation project, providing comprehensive WFM expertise and oversight. A thorough understanding of current real-time call delivery, scheduling practices, and capacity planning concepts is essential to replicate workforce requirements within a modern cloud-based solution. Your focus will be on ensuring that we achieve the desired business outcomes in the most efficient and straightforward manner. You will collaborate with Workforce Management partners and site leaders to ensure adequate staffing, contingency planning, and workflow monitoring throughout the migration process. Your responsibilities will include partnering with the WFM teams to communicate migration updates, participate in end-to-end testing, and be the migration resource for multiple areas of business while migrations are on-going. You will maintain and execute on the Enterprise Workforce Organizations (EWO) vision of "Creating and adapting our enterprise workforce ecosystem through innovative and tailored solutions, fostering a culture of accountability, and driving operational success in a rapidly evolving global healthcare landscape. Primary Responsibilities: Partner with the OMNI project teams to define future state requirements and real time best practices for the call centers Partner with the WFM team to discuss rollout plans and gather risks that need to be shared back to the project team Partner with call routing to test and ensure future state is working as designed Partner to ensure the NOC/OCC have the ability to allocate call volumes Represent and be the liaison for the project team on behalf of WFM Utilize call center tools to provide recommendations for future state Ensure that system is appropriately set up to ensure WFM can effectively manage real-time inbound call traffic across multiple contact center locations to help ensure that service levels are met Gain an understanding of the technical and business solutions being offered and present them to leadership Provide training to WFM on policies, procedures, and best practices from Genesys to Amazon Connect Share feedback from WFM back to the project team Drive innovation and process improvement within Workforce Management Perform ad hoc reporting and analysis as needed to improve overall performance of the call center, and enable solid understanding of the business Complete other duties as assigned for OMNI or WFM as assigned Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so Required Qualifications: 5+ years of WFM contact center experience 5+ years of process improvement, workflow, benchmarking and/or evaluation processes 5+ years of operational and/or procedural aspects of a call center 5+ years of working closely within a team environment Experience working with and influencing cross-functional team Preferred Qualifications: Experience with call routing, IVRs, PBXs, ACDs, Genesys or CXone, CMS modifications and vendor scripting Project Management experience Tableau or reporting creation experience Experience with workforce planning concepts Experience with call center capacity planning and staffing models

Company Profile Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. To know more about Firstsource please visit our website www.firstsource.com The primary purpose is to provide strategic direction and tactical leadership for all functional areas within Workforce Management; to initiate, implement, and effectively manage advanced workforce planning and optimization practices for Firstsource; and to optimize resource performance across multiple operations and business units utilizing automated workforce tools ensuring organizational performance requirements and client specific service commitments are met Responsibilities: Strategic: • Develops, supports, and drives strategic objectives of the workforce management organization on behalf of multiple business units and in alignment with enterprise goals. Forms effective partnerships with various contact center operations, business unit leadership, and corporate support functions to understand and address organizational staffing requirements. Ensures development and execution of organizational and site level long term forecasts and workforce budgets. Identifies technology needs related to areas of responsibility; initiates and implements industry leading technology and process improvement projects . • Ensures development and continuous improvement of organizational report structure supporting client, marketing, pricing, analytical and daily operations reporting requirements. Ensures national contact center and other supported service operations achieve required service level, cost targets, and overall performance metrics through development and implementation of optimal recruiting and staffing processes. Develops, communicates, and continuously assesses position requirements for direct reports; coaches colleagues to improve individual and team performance against established metrics Identifies opportunities to enhance scheduling efficiency and increase colleague effectiveness in response to changing business needs and client segment requirements. Communicates with executive management regarding long and short term forecasts, impact of procedural and process changes, and other staffing and operational effectiveness issues. Initiates and implements enhanced workforce management practices for the organization including direction of multi-site service center workforce management functions, scheduling administration; and provides support, direction, and development of direct reports. Works effectively within a team based environment and maintains good internal and external client relationships. Ensures organizational alignment through cooperative development of individual and departmental objectives with operations management team; and provides individual and organizational feedback on performance on a continuous basis. Operational: Ensure planning function works towards maximising revenue from operations Give timely inputs to maximise revenue and optimise cost Manage WFM function within the budget Proactively reduce WFM cost Leverage COE at low cost geographies to lower operating cost without compromising on output quality. Provide budgetary inputs to the finance team Actively participate in annual & quarterly budgeting process. Customer Satisfaction: Ensure high eVOC / iVOC scores Engage with clients / internal customers for value adds Act as consultant for the clients / internal customers Represent WFM during client visits Showcase WFM capability to clients as and when required. Provide geography specific inputs for new solution design. Ensure that all new projects GO-Green from WFM perspective in the geography. Employee Satisfaction: Ensure high team morale Ensure development of second level of leadership Ensure good work culture Coach / mentor and upskill the team Act as coach for conflict resolution within the team and cross functional teams Promote Firstsource culture Ensure learning and development of all team members Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Develop actionable, proactive metrics that drive forecasting capabilities and strategic insights. Design reports, scorecards, dashboards, and ad hoc analyses that deliver workforce insights and KPIs. Effectively manage internal & External relationships with HR Business partners, CoEs as well as Finance and Operations management and act as a credible and consultative partner who understands both business objectives and HR strategies Develop, analysis and implement staffing plans including re-forecasting requirements based on business pipeline and balancing Ensure reports showing key efficiency, performance, and quality metrics are accurate and available Keep track of Headcount and nonbillable resources. Maintain schedule adherence / conformance.

Experience Management Associate As an Experience Management Associate, you will be part of an industry leading, high performing team of workforce management professionals providing exceptional client service to our stakeholders and helping our employees gain differential experiences that are aligned to their career aspirations. We provide learning and growth opportunities to build your ability to analyze, innovate, think and act globally. Youll be part of an organization that is focused on optimization, is solution oriented, innovates and provides best in class services to the client serving teams. The opportunity EY Global Delivery Services (EY GDS) is a dynamic and global service delivery network of over 50,000 professionals working across borders, to provide innovative and strategic business solutions to EY member firms and EY clients globally. Experience Management plays a vital role in the firm’s Next Wave strategy and it’s purpose of building a better working world. We offer a great place to work for every person joining EY. At GDS, you will have the opportunity to develop your professional skills in a truly global environment. You will learn and gain experiences from industry leading WFM professionals and a path breaking leadership team. We invest in your learning and development. We’ll help you develop the technical and soft skills you need. We support your professional development with a combination of learning, networking, experiences, and coaching. As part of a 300+ member team, supporting 4 unique Service Lines, you will always have opportunities to showcase your skills and contribute to the firm’s strategic initiatives. Your key responsibilities As an Experience Management Associate, you will be responsible for managing staffing demands, monitor the demand intake channels, review demand projections, schedule individuals on projects, optimize employee utilization and bench management. Some of your key responsibilities include: Calculate staff requirements based on demand projections. Create staff schedules to maximize service and minimize cost. Timely update of resource schedules on the schedule management tool (Retain). Timely review and resolution of scheduling conflicts. Proactive review of resource availability/future project demands. Minimize open, unfulfilled demand. Mailbox management. Optimization of resource utilization through effective resource deployment. Basic reporting and analysis. Skills and attributes for success Graduates with 0-1 year of relevant workforce management experience. Non-resource management professionals with 1 year of general work experience in any field of work, that display required skillset competencies can also be hired as Associate in resource management team. To qualify for the role, you must have Good verbal and written communication skills. Basic knowledge of MS Excel. Excellent teaming and interpersonal skills. Positive attitude and ability to excel under tight timelines. Ideally, you’ll also have Experience on workforce management concepts, resource deployment and scheduling.

Role & responsibilities We are seeking a highly organized and detail-oriented individual to join our team as a Workforce Planner in WNS. As a Workforce Planner, you will play an important role in ensuring the efficient and effective allocation of resources to meet our call center's service level targets. You will be responsible for forecasting call volumes, creating staffing schedules, monitoring real-time adherence, and analyzing data to optimize workforce productivity. The successful candidate will have a strong analytical mindset, excellent communication skills, and the ability to thrive in a fast-paced environment Preferred candidate profile Certification in Workforce Management or related field is a plus.

JOB PROFILE Position- Assistant Manager Department Customer Service Location: Noida, Sector-59 Key Roles & Responsibilities Primary Role Description: - The Customer Service Assistant Manager is responsible for assisting the Operations Manager / Sr. Operations Manager in managing the day-to-day operations by ensuring all issues are being handled in the required timeframe and the adequate resources supporting the Customers. He/She will also be responsible to provide suggestions and assist in making sound decisions based on data driven facts to help the operations team improve their performance, processes, and delivery of key performance indicators. It is also a key role in helping attain efficiency and to optimize performance in order to be more effective in the day to-day operations. He/She will lead, coach, develop and mentor a team of Customer Service Agents in the execution of their role in compliance with Company Policy and the Standard Operating Procedures ensuring the delivery of the highest quality of service. He/She will Supervise the allocation of work to Customer Service Agents and ensure they carry out their duties in line with the SOPs and quality customer service in line with the company standards. He/She will manage the Customer Service team ensuring that the department is running effectively to deliver business results through delivery of customer resolution at first place and customersatisfaction to achieve sustained and increment goals. Ensure tracking and closure of complaints and remediate the analysis to prevent recurrence of issues affecting customers. Key Roles & Responsibilities: Real-Time Monitoring: Oversee and manage real-time workforce performance and adherence. Track key metrics to ensure operational efficiency and address issues promptly. Operational Reporting: Develop, manage, and deliver comprehensive operational reports that provide insights into workforce performance and trends. Ensure reports are accurate and delivered on time. Scheduling: Create and maintain workforce schedules to ensure optimal staffing levels. Adjust schedules based on real-time needs and forecasts. MIS Management: Design, implement, and manage Management Information Systems (MIS) for effective tracking and analysis of workforce data. Data Analysis: Analyze workforce data to identify patterns, trends, and areas for improvement. Provide actionable insights to management. Process Improvement: Continuously seek opportunities to improve processes related to scheduling, reporting, and real-time monitoring. Stakeholder Communication: Communicate effectively with various stakeholders to provide updates and resolve issues related to workforce management. Compliance: Ensure all workforce management activities comply with company policies and regulatory requirements. Key Requirements: Education & Certificates Graduate from a reputed and UGC recognized university / equivalent global standard. Certificates: Relevant certifications in data analysis or workforce management (e.g., Certified Workforce Planning Professional (CWPP), Microsoft Certified Data Analyst Associate) are preferred. Skills: Outstanding Excel knowledge, including advanced functions and data manipulation. Hands-on experience with Power BI for data visualization and reporting. Experience: .Minimum of 3-5 years of experience in workforce management, real-time analysis, or a similar role. . Proven experience with scheduling software and MIS systems. Skills: . Expertise in Excel (pivot tables, VLOOKUP, macros) and Power BI (dashboards, data models). Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Ability to work under pressure and manage multiple priorities. Interested candidate can share their CV at consultant.anjalijha@nivabupa.com or 7430802568 (HR Anjali) with a subject CV with WFM.

Role Responsibilities: Creating new and innovative forecast and capacity models to plan for future demand, growth and channel shifts. Identification and implementation of new technology for planning, including the use, development or procurement of effective workforce management software (WFM) and or other in-house systems/Excel. Forecasting volumes calls/inventories and capacity planning to support the scheduling and optimizing of customer service representatives for a major call center with 100+ agents that handles 50000 calls per month. Analyzing historical performance data to identify trends (associate behavior, call volume, activities, etc.) Producing dashboards and presentations for senior leadership covering received volume, team performance, schedule adherence, handle times, and additional KPIs Performing real time monitoring of the call representatives on call status and assisting reps with questions. Assisting management with floorplan creation as well as determining desk moves on a regular basis. Required Skills: 10+ years of experience in inventory management for back office and call center process. Should have experience in forecasting and planning for health care process. Strong experience in effective resource planning, Good knowledge of work force management tools. An in-depth understanding of manual forecasting methods and formulas. Strong communication, collaboration and influencing skills to work with clients and senior leadership. Previous examples of where you have managed projects end to end. The ability explain complex information in an easy to understand manner and generate "buy-in" from key stakeholders to further your department. 3+ years of experience in a scheduling and forecasting role where you utilized workforce management principles, tools and reports to identify call center drivers and translate them into capacity/planning forecasts. 3+ years in a role that required analytical skills including a thorough understanding of how to interpret business needs and translate them into scorecard/dashboards 3+ years of experience using MS Excel that includes updating and creating spreadsheets, formulas, tables, formatting, advanced charting, graphics and pivot tables.

-Prepare, monitor and generate appropriate mathematical models and leverage WFM Tools to generate staffing requirements -Oversee the overall Capacity planning for HC Please Call/ Whatsapp @ 6002281943/7575955995/8559900185 Required Candidate profile -At least 2-3 years in a WFM planning role -Strong process and mathematical orientation -Experience of data modelling, simulations and scenario planning -Strong Communicator and decision maker

LC advising Advising of incoming LC message such as MT700, Mt710, MT720, Mail LC to the beneficiary. Advising of Amendment received in MT707. Handing and responding through swift messages for the queries received through swift such as MT799 and MT999. Export Collection * Scrutinizing the documents submitted by the Drawer and forwarding the documents to collecting bank. * Processing of payments received in nostro MT940 and crediting the funds to customer account. * Sending chasers/Tracers to collect bank through swift for payments. * Processing of acceptance message MT412, received from collecting bank. *Handling and responding through swift message for the queries received through swift such as MT499 AND MT999. * Processing of Amendment request received from Drawer for the Collection documents already processed. Import Collections Processing of collection documents received from Remitting bank and sending Dan to the drawee. Processing of MT202 Payments by the request of drawee. Sending MT412 Accepting message to Drawer. Sending Tracers to Drawee for the payment or Acceptance. Processing of Avalization request. Processing of clean collection. Processing of Direct collection received from Drawer directly. Processing of Amendment request received from Drawer for the Collection documents already processed. About The Role 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 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 ? 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 completed LC advising Advising of incoming LC message such as MT700, Mt710, MT720, Mail LC to the beneficiary. Advising of Amendment received in MT707. Handing and responding through swift messages for the queries received through swift such as MT799 and MT999. Export Collection * Scrutinizing the documents submitted by the Drawer and forwarding the documents to collecting bank. * Processing of payments received in nostro MT940 and crediting the funds to customer account. * Sending chasers/Tracers to collect bank through swift for payments. * Processing of acceptance message MT412, received from collecting bank. *Handling and responding through swift message for the queries received through swift such as MT499 AND MT999. * Processing of Amendment request received from Drawer for the Collection documents already processed. Import Collections Processing of collection documents received from Remitting bank and sending Dan to the drawee. Processing of MT202 Payments by the request of drawee. Sending MT412 Accepting message to Drawer. Sending Tracers to Drawee for the payment or Acceptance. Processing of Avalization request. Processing of clean collection. Processing of Direct collection received from Drawer directly. Processing of Amendment request received from Drawer for the Collection documents already processed.

About The Role 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 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 ? 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: Record to Report - DOP. 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.

About The Role Role Purpose The purpose of the role is to ensure high levels of customer service as per the contract and defined process and standards of the organization. ? Do - Ensure high levels of customer service through contract compliance and issue resolution - Ensure SLAs are met and exceeded in the account - Conduct day to day analysis of delivery of services in the account and monitor daily standard service requests - Ensure the company policies and procedures required to deliver high quality services to clients are applied and followed - Identify potential SLA misses and escalate them according to the defined procedure - Work closely with the delivery teams to identify the gaps and improve the process efficiency ? - Assist in planning and resolution of service incident problems by implementing corrective action plans as discussed - Collate data for the account with regards to the planning, design and improvement of services, including the investigation of all breaches of service level targets - Make recommendations to the Service Delivery Manager of translating repeated non-standard requests into a potential new service offering - Maintain close working relationships with relevant stakeholders to ensure all service-related issues are identified and reported on - Support the implementation of changes to the service agreement, including updating entries and communicating major changes to relevant stakeholders - Responsible for the SLA, Productivity, & Utilization metrics for the assigned account ? - Prepare timely and accurate MIS reports and dashboards as required by the stakeholders - Ensuring all reports & dashboards are prepared as per stakeholder requirements as per the desired frequency (weekly/ monthly/ quarterly) - Analyze recurring issues in an account and prepare incident reports for relevant stakeholders - Report on repeated service breaches to the delivery assurance manager, against defined SLAs and other contractual agreements - Report on compliance with regards to quality management, risk management, security policies and procedures - Track and follow up with relevant stakeholder for timely updation and data management of parameters (key SLA metrics such as run- rate etc.) - Generate account level reports (billable and non-billable) on forecasting, scheduling (both onshore and offshore) and performance against SLAs, CSAT, Quality etc. ? Deliver No. Performance Parameter Measure 1 Delivery Assurance for assigned accounts 1) CPM/KPI - count of met /not met against client defined goals; 2) Customer Escalations Closure, Reduction QoQ, ACSAT/NPS; 3) Margin Improvement - Defined/agreed x% improvement, if LOB trending below target & QoQ improvement of 1% for accounts meeting targets 4) Productivity Improvement - MeasuresTIO/TOF, Realization, Shrinkages; 5) Solution to deployment variation - % variation of resources from Solution to actual OPS 2 Reporting Quality of Analysis Zero errors in reports Zero non-conformance on timelines with respect to the client/ stakeholder requirements 3 Stakeholder Management Customized dashboards as per client and functional requirements Zero escalations on data reporting Zero non-conformance on security or compliance requirements 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.

About The Role 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 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 ? 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: Procurement(Transactional Accting Serv). 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.

About The Role Role Purpose The purpose of this role to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team. ? Do Ensure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reporting Acknowledge client cases as per the SLA’s defined in the contract Access client tool and log all incoming client cases accurately on the internal tool as per contract Accurately document all pertinent case information such as case number, case type, etc. of daily cases received Follow standard processes and procedures to track and prioritize all client cases Accurately update the internal tool with daily cases and forward the same to respective agents and QAs Access and maintain internal knowledge bases, resources and frequently asked questions to aid in effective case logging and prioritization Maintain and timely update internal tool for agents to speed up response time Identify red flags and escalate serious client issues to Team leader in cases of non-compliance and untimely resolution Ensure all client information, disclosures and regulatory changes are given to agents and QA’s on a regular basis Monitor compliance with service agreements to avoid legal challenges Share recorded case logs and status reports with clients and supervisors on a daily basis ? Deliver excellent customer service through effective understanding of client tool, accurate case logging and prioritization as per regulatory guidelines Serve as the primary point of contact for accessing cases pertaining to a specific client using designated client tool Develop deep understanding and use of client tool to effectively perform day today duties Access client tool and acknowledge to the client the receipt of the cases as per the SLA’s defined in the contract Accurately document all pertinent case information such as case number, case type, etc. on a daily basis for all cases received Prioritize cases on the levels of urgency and complexity as per the regulatory guidelines defines by the client Accurately extract case information and create an excel listing cases along with relevant information pertaining to the cases Maintain logs and records of all client cases as per the standard procedures and guidelines Collaborate with client and undergo trainings on any new regulatory guidelines for a particular client process and implement the same on all cases ? Ensure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools, training sessions on new regulations and regular reporting Ensure allocation of cases to agents and QAs by accurately recording all client cases on the designated internal tracking software Maintain tracker of all cases received along with the allocation information for reporting purposes Ensure all client cases are resolved as per the defined SLA’s and regulatory guidelines defined by the client Maintain and share the resolution status report with supervisor and client on a daily basis Share the hourly productivity update report with supervisors and clients on a daily basis Undertake client training on specific tool features and/or any other regulatory changes introduced by client/govt. Conduct training sessions for agents and QA ensuring the regulatory changes have been effectively communicated to all agents and QAs Ensure new regulatory guidelines are implemented all client processes to avoid penalties and non-compliance Liaise between the client and internal teams on escalations of serious issues and unique queries Follow up with agents and QAs to record feedback and ensure compliance to contract SLA’s and regulations Interact and engage with the client and internal stakeholders to communicate and update progress against a particular case ? Build capability to ensure operational excellence and maintain superior customer service levels for the existing client Undertake trainings to stay current with any new features, changes and updates on client tool Enroll in product specific and any other trainings per client requirements/recommendations Conduct training sessions for Agents and QAs on any new regulatory guideline that needs to be applied to any process urgently Identifying and document most common problems and recommend appropriate changes to the team leader Updates job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Progress 4GL. Experience3-5 Years. 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.