1075 Wfm Jobs - Page 32

Wipro Limited (NYSEWIT, BSE507685, NSEWIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. About The Role 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 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.

Wipro Limited (NYSEWIT, BSE507685, NSEWIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. About The Role 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 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.

Wipro Limited (NYSEWIT, BSE507685, NSEWIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. About The Role Role Purpose The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. ? Do Ensure process is executed as per the client contract Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes Prepare notes from the huddle meetings and share it with the team Prepare and share the performance data of the team with the client at the end of the shift Interact with the client and prepare note to share updates and changes with the team Review the performance on the key process metrices and conduct RCA to improve quality parameters Prepare presentation on weekly and monthly performance data for the manager to be shared with the client Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects Be part of the discussion between manager and WFM team on forecast and number of agents required Organize fun hours on Friday for the team to promote team engagement Identify opportunities for automation within the account and share it with the manager Provide details and data to the automation team to support the automation initiative ? Drive performance of the team on the identified metrices of the process Review last 6-8 weeks performance data (RAG) and identify low performers Provide feedback and coach the outliers/ low performers to improve their performance metrices Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers Handhold the employees on performance on process and monitor for improvements Identify training needs for new joiners especially and track their daily progress Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end ? Stakeholder Interaction & Management Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc. Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account Work with quality team to ensure the quality improvements as per the delivery standards of the contract Provide timely assistance in case of an escalation and support resolution of escalations/ issues ? Effective Team Management Resourcing Hire adequate and right resources for the team Talent Management Ensure adequate onboarding and training for the team members to enhance capability & effectiveness Build an internal talent pool and ensure their career progression within the organization Manage team attrition Drive diversity in leadership positions Performance Management Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports Ensure that the Performance Nxt is followed for the entire team Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Mandatory Skills: Claims_Processing. Experience1-3 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.

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

Wipro Limited (NYSEWIT, BSE507685, NSEWIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. About The Role 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 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.

Wipro Limited (NYSEWIT, BSE507685, NSEWIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. About The Role 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 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 NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

Wipro Limited (NYSEWIT, BSE507685, NSEWIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. About The Role _x000D_ Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs ? _x000D_ Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements ? _x000D_ Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs ? _x000D_ Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks ? _x000D_ Deliver 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: Content Moderation_x000D_. 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.

Wipro Limited (NYSEWIT, BSE507685, NSEWIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. About The Role Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. ? Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements ? Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 SLA’s ? Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team 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 feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance Mandatory Skills: KRONOS-WFC & WFD-Cloud. Experience5-8 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.

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

Wipro Limited (NYSEWIT, BSE507685, NSEWIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. About The Role _x000D_ Role Purpose The purpose of 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. ? _x000D_ 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 ? _x000D_ 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 ? _x000D_ 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 ? _x000D_ 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 Competencies _x000D_ Client Centricity Passion for Results Execution Excellence Collaborative Working Learning Agility Problem Solving & Decision Making Effective communication 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.

Wipro Limited (NYSEWIT, BSE507685, NSEWIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. About The Role 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 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 SKILLS '- Strong analytical skills with proficiency in data analysis tools. - Excellent communication and presentation skills to convey insights effectively. - Ability to manage multiple tasks and prioritize in a fast-paced environment. - Strong problem-solving skills and attention to detail. - Familiar with various reporting tool such as Google data studio, Google Sheet, Tableau ? Responsibility '- Analyze the end-to-end processes to identify inefficiencies and recommend enhancements. - Generate actionable insights and provide recommendations to improve team performance and meet SLAs. - Create detailed reports, dashboards, and presentations for management and stakeholders. - Work closely with internal teams and stakeholders to understand requirements and ensure alignment with business objectives. ? Experience BPO experience in data analytics in Tech industry Bachelor’s degree in Business Administration, Operations Management, Data Analytics, or a related field. Individual contributor ? ? Mandatory Skills: WFM (Ops). 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.

Skill : Google Dialog Flow Developer/ Lead Experience : 3 Years - 12 Years Location : PAN India. Job Description: 1. Experience building call center / collaboration / telephony platforms in a Cloud or On-Premises environment 2. Hands on Experience building Bots using Google DF Platform and integrate with Genesys PureCloud or any IVR system 3. Experience using Google DF and REST API for building the Bots 4. Working Experience in Google dialog workflows for interaction and routing 5. Development experience in Java, node.js would be must for Integration 6. Experience in integrating to Core platforms for Self-services in IVR, Bot etc., by developing REST API's using Node JS 7. Knowledge in Contact center technologies (including CRM and WFM) would be an added advantage 8. Experience in DevOps deployment pipes in MS Azure or AWS, would be must for this role 9. Experience in Agile frameworks, story boards, projects would be an added advantage 10. Knowledge on various components of Google CCAI.

Skill : Google Dialog Flow/GDF Developer Experience: 3 Years - 12 Years Location - PAN India Job Summary 1. Experience building call center / collaboration / telephony platforms in a Cloud or On-Premises environment 2. Hands on Experience building Bots using Google DF Platform and integrate with Genesys PureCloud or any IVR system 3. Experience using Google DF and REST API for building the Bots 4. Working Experience in Google dialog workflows for interaction and routing 5. Development experience in Java, node.js would be must for Integration 6. Experience in integrating to Core platforms for Self-services in IVR, Bot etc., by developing REST API's using Node JS 7. Knowledge in Contact center technologies (including CRM and WFM) would be an added advantage 8. Experience in DevOps deployment pipes in MS Azure or AWS, would be must for this role 9. Experience in Agile frameworks, story boards, projects would be an added advantage 10. Knowledge on various components of Google CCAI.

We are seeking a highly organized and detail-oriented individual to join our team as a Workforce Planner in our call Center. As a Workforce Planner, you will play an important role in ensuring the efficient and effective allocation of resources to meet our call canter s service level targets. Candidate will be responsible for forecasting call volumes, creating staffing schedules, monitoring real-time adherence, and analyzing data to optimize workforce productivity. Candidate with the strong analytical mindset, excellent communication skills, and the ability to thrive in a fast-paced environment. Work Shifts: US Qualifications Qualification: Bachelors degree in Business Administration, Statistics, or a related field is preferred-Proven experience as a Workforce Planner or in a similar role within a call center environment. C

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 Role & Responsibilities: Real time monitoring and Intraday performance management Exception Management Real time reports- Hourly/ Daily/ Weekly Preparing Dashboards Analysis and Process development Incident tracking, logging and escalations Process and Procedure adherence Floor & seat management Required skills: Intermediate MS Excel knowledge Basic to intermediate windows operating system navigation skills Strong written and verbal communication skills Ability to interact with all levels of management across various locations Strong analytical skills Comfortable with flexible work timings and willingness to stretch Shift- Rotational Week Off -Rotational 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.

Job Title: WFM RTA Location: Bangalore Job Summary: The Workforce Management Real-Time Analyst (WFM RTA) is responsible for monitoring and managing real-time adherence to schedules, ensuring optimal service levels, and addressing any immediate issues that arise in the contact centre. The RTA plays a crucial role in maintaining the efficiency and effectiveness of the workforce. Key Responsibilities: Real-Time Monitoring: Continuously monitor call queues, agent statuses, and service levels. Identify and address any deviations from the schedule promptly. Shrinkage, Attrition and AHT Calulation Adherence Management: Ensure agents adhere to their schedules, including breaks and shift start/end times. Communicate with agents and supervisors to resolve adherence issues. Incident Management: Respond to real-time incidents such as system outages, high call volumes, and agent absences. Implement contingency plans to mitigate the impact on service levels. Data Analysis and Reporting: Analyze real-time data to identify trends and areas for improvement. Generate and distribute reports on adherence, service levels, and other key metrics. Communication: Maintain clear and effective communication with agents, supervisors, and management. Provide real-time updates and guidance to ensure smooth operations. Qualifications: Bachelor's degree in Business, Management, or a related field. Experience in a contact center environment, preferably in a workforce management role. Proficiency with workforce management software (e.g., Verint, NICE, Aspect). Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Ability to work in a fast-paced, high-pressure environment. Working Conditions: This role may require working in shifts, including nights and weekends, to ensure 24/7 coverage.

Workforce Management (WFM) Planner/Scheduler is responsible for developing and maintaining staff schedules, optimizing workforce allocation, and ensuring operational efficiency. This role involves analyzing historical data, forecasting future staffing needs, and creating schedules that align with business demands. The WFM Planner/Scheduler will work closely with various departments to ensure seamless coordination and high levels of service delivery. Key Responsibilities: 1. Scheduling: Create and manage employee schedules to ensure optimal coverage and meet service level agreements (SLAs). Adjust schedules as needed based on real-time changes in demand or staffing levels. 2. Data Analysis: Analyze historical data and trends to calculate the call arrival pattern Monitor and analyze performance metrics and key performance indicators (KPIs). Generate and present reports on staffing efficiency, adherence, and other relevant 3. Tools: Knowledge of any WFM tool like: IEX, Verint (Must), etc. Candidate should know Erlang C methodology 4. Communication: •Collaborate with department managers and team leads to understand staffing needs and align schedules accordingly. •Communicate schedule changes and updates to employees and ensure clarity on shift requirements and expectations. 5. Compliance and Accuracy: Ensure adherence to labor laws, company policies, and industry regulations in all scheduling practices. Maintain accuracy in scheduling and reporting to support payroll processing and operational planning

Take ownership of the accuracy and timeliness of WFM reports that are published for eg. Login Details Schedule Break Patterns Overtime planning Hiring plan Identifies the need to escalate specific issues related to WFM and follow through where necessary Maintain the confidentiality security privacy and integrity of the operations WFM in accordance with the requirements of the business Achieves department objectives by managing staff planning and evaluating department activities Critical Competencies Information Assist other team members who are new to the process. Provide inputs through forums to improve work procedures that can enhance overall team performance processes product and team culture Works on feedback shared by Operations Clients for Self and team Strong communication skills in English with Good Analytical skills Ability to work well in and promote a team environment, excellent understanding Computer knowledge - Knowledge of MS Office (Word, Excel, Power Point) Proficient in using email (Email Etiquettes) Work effectively and cohesively in a team environment with all departments and foster a positive work culture Takes accountability of individuals performance and improvement measures Support management focus on review of key drivers metrics and operational processes that drive KPI results Interacting with multiple level of leadership across functions verticals Demonstrate commitment to program internal customer satisfaction Interested candidates can share their application on diksha.gupta1@teleperformance.com

Dear Applicants, Job description RTA is responsible for managing and ensuring that the service level agreements for various programs are met. Main Responsibilities: Manage the call volume, daily attendance and program break schedules to ensure the correct number of agents at the right time. Assist with creation if metrics and targets for services Responsibilities and scope of work Collect information for RTM Collect relevant program information about KPIs/ Productivity (Expectations) Collect information about What if Scenarios/Alert mechanisms/Escalation guideline for the account Queue management ( within the interval) Manage skills Situation management, BCP situations: Down me, System issues , etc. •Routing issues (Sitel/client side) •Volume allocation (Load balancing Sitel/client side) Intraday management ( throughout the day) • Planned to delivery governance (Service KP Is, Handling capacity, Shrinkage, Handle time, Line adherence) • Send Staffing Outlook for present day +1 day at the start of shi to share projected plan• Midday reforecast to share plan vs actual delivery and revised O/U (Over /Understaffing) based on trends and run rate Schedule Adherence (Agent level) Update shrinkage segments in WFM systems • Flagging agents out of adherence via Chat rooms/ extensions/radiosPhone/Email Reporting • Shrinkage reports Skill/Account level Interval report Agent level report RCA (RootCauseAnalysis) report Schedule adherence reports Feedback to Capacity Planning & scheduling Evaluate adherence and take immediate action to improve performance. Facilitates real-time discussions with necessary stakeholders. Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports administers volume contingency action plans as deemed necessary and appropriate. assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position. Assist with creation if metrics and targets for services Work closely with the operations team to analyze and help improve their delivery processes Generate ideas for process and service improvement planning Use trends and reports to forecast requirements Assist with projects and other duties as requested or assigned Basic Qualifications At least college degree, any field Previous international call center experience required Attention to detail and high level of accuracy Knowledge and experience in queue management, forecasting and scheduling is advance Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail With working experience creating MS excel reports and templates Strong organizational skills and with good analytical skills Able to communicate professionally - oral and written Organized with the ability to quickly and effectively adapt to change Excellent attendance record Interested applicants can mail your resume to Lakshmi.Gopi@omegahms.com or contact @9901340050 ( Timing 12.00 Pm to 4 PM )

Shift Timing: 5PM-2AM (subject to change) Job Summary: Develop and implement capacity planning strategies Reassess seat utilization periodically, publish seat utilization reports at regular frequency Ensure that the organization's resources are aligned with its business objectives by creating plans Analyze data and trends to identify opportunities for improvement and optimize seat / resource utilization. Collaborate with cross-functional teams to ensure that capacity plans are integrated with business plans and strategies. Develop and maintain capacity planning models and tools to support decision-making. Provide insights and recommendations to senior management on capacity planning and seat optimization. Responsibilities: Develop and implement capacity planning strategies and plans Analyze data and trends to identify opportunities for improvement Collaborate with cross-functional teams to ensure alignment with business plans and strategies Develop and maintain capacity planning models and tools Provide insights and recommendations to senior management Identify and mitigate risks associated with capacity planning Stay up to date with industry trends and best practices Requirements: Bachelor's degree in Business, Operations, or related field 5+ years of experience in capacity planning or related field Experience in MIS reporting & related technologies like PowerBi, other data management tools, projects handled using RPA Automation Strong analytical and problem-solving skills Excellent communication and collaboration skills Ability to think strategically and tactically Experience with capacity planning software and tools Strong understanding of business operations and processes Stakeholder management IT, Facilities, CRM, Operations, Training & other support functions

Key Responsibilities: Develop and maintain accurate forecasts for call volume, headcount, and capacity planning. Create and manage agent schedules, shift rosters, and staffing models in alignment with business needs. Monitor real-time operations to ensure optimal utilization and adherence to schedules. Track key WFM metrics such as service levels, shrinkage, occupancy, and adherence. Work closely with operations, HR, and training teams for effective manpower planning and shift management. Analyze performance data to identify trends and provide actionable insights for process improvement. Ensure timely communication of schedule changes, staffing requirements, and downtime updates. Assist in WFM tool configuration and reporting (e.g., NICE, IEX, Aspect, Genesys, etc.). Prepare dashboards, daily/weekly/monthly reports for management review.

Analytical Ability Should understand shrinkage, manpower forecasting, able to create hiring plans, attrition, occupancy, influx, buffer calculation, utilisation, scheduling, billing. Examines & interprets a wide variety of data/information and makes recommendations or decisions. Defines parameters of task and desired objectives. Develops results-oriented conclusions. People Management Should be capabale of leading a team of MISs, quick decision maker for business favour. Proficient of handling stakelholders. Flexibility Is respectful with the decisions the company makes. easily adapts to changes, and tries to remain up-to-date, by positively accepting new procedures, tools, and assigned responsibilities

Role based in BSv organisation. Leveraging deepening knowledge of one or more R2A processes (record, report, analyze etc), Record to Analyze Process Experts participate of in or lead the achievement of service levels, key measurement targets of the team and delivers a high quality and cost-effective service that drive compelling business outcomes. They support the delivery of a customer focused and compliant services through the adoption of frictionless finance, practice processes, technologies, methodologies which drive innovation and process improvements. Their domain expertise means they are responsible for processing non complext to complex transactions, resolving the standard process related issues, preparation and finalization of the period and close activities and reporting (including the interactions with Clients Financial Controllers) and performing the reconciliations. - Grade Specific Responsible for processing complex transactions, resolving the standard process related issues, preparation and finalization of the period and close activities and reporting (including the interactions with Clients Financial Controllers) and performing the reconciliations. The responsibilities will include, but will not be limited to:Preparation (calculation) and processing of complex General Ledger Journals, Accruals, Provisions, allocations and other entries according to the schedule and agreed Client Desktop ProceduresInitiation of accounting entries based on the non standard events and accounting rules not directly described in the Desktop Procedures, but resulting from other Policies and Accounting ManualsProcessing of fixed asset related entries, based on the requests and according to schedule and agreed Client Desktop ProceduresMonitoring of fixed assets related transactions and budgets and contacting the fixed asset owners to initiate the fixed asset capitalizationProcessing of bank statements on daily basis and reconciliation of bank related accounts, as well as clearing and monitoring the sub bank accountsReconciliation of intercompany transactions and agreement of Intercompany balances with counterpartiesInitiation and execution of Intercompany netting / settlementsPreparation and execution of Period End Close related activities according to agreed time table and procedures Monitoring of Period End Close progress, interacting (and escalating if required) with Clients Finance Controllers or Process Owners to ensure timely closure and reportingReconciliation of low/medium risk balance sheet accounts and review and approval of low risk reconciliationsPreparation of operational reports from the area of expertiseInitiation and monitoring of automated transactions, i.e. FX valuation or depreciationPreparation of data for financial, management and treasury reporting moving the data from source systems (ERP) to reporting and consolidation systemsReview and finalization of financial, management and treasury reportingPreparation of tax and statutory reportingExecution, monitoring and testing of financial controls, as per Client Controls Framework Skills (competencies)