1075 Wfm Jobs - Page 36

Project Role : Application Designer Project Role Description : Assist in defining requirements and designing applications to meet business process and application requirements. Must have skills : Kronos Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time educationRoles and responsibilities:Collaborate with project teams and client stakeholders to support project delivery.Perform maintenance and configuration activities for Kronos modules such as accruals and timekeeper.Prior experience in supporting functional testing, integration testing and UAT preferred.Assisting the customer with testing, understanding the solution and hand holding during handover of the system.Experience in Test automation and/or manual testing wrt UKG platform.Mentor junior members.Thrive in a team environment, while also possessing the ability to work independently.Proven ability to work creatively and analytically in a problem-solving environment.Solid interpersonal skills to interface with co-workers and customers and manage specific tasks to completion with minimal direction.Proven ability to build, manage and foster a team-oriented environment.Desire to work in an information systems environment.Technical and Professional ExperienceMinimum of 2-4 years of experience in Pro WFM domain is a must.Very good experience in Kronos with functional expertise in Timekeeping, Accruals, Basic Scheduler.Must have knowledge on Business Structure Setup and Labor Category Setup in Pro WFM.Must have knowledge on Tiles Setup and Display Profiles Setup in Pro WFM.Must have Practical Experience/Exposure and knowledge in Boomi.SQL Reporting and WIM Integration are an added advantage.Good to have knowledge on Data Views Setup.Knowledge on building custom reports using BIRT tool will be an added advantage.Good to have knowledge on managing CRT tables and integrations in Pro WFM.. Additional Information:Ready to work in shifts. Qualification 15 years full time education

Project Role : Application Designer Project Role Description : Assist in defining requirements and designing applications to meet business process and application requirements. Must have skills : Kronos Good to have skills : NAMinimum 7.5 year(s) of experience is required Educational Qualification : 15 years full time educationRoles & Responsibility:Collaborate with project teams and client stakeholders to support project delivery.Perform maintenance and configuration activities for Kronos modules such as accruals and timekeeper.Prior experience in supporting functional testing, integration testing and UAT preferred.Assisting the customer with testing, understanding the solution and hand holding during handover of the system.Mentor junior members.Thrive in a team environment, while also possessing the ability to work independently.Proven ability to work creatively and analytically in a problem-solving environment.Solid interpersonal skills to interface with co-workers and customers and manage specific tasks to completion with minimal direction.Proven ability to build, manage and foster a team-oriented environment.Desire to work in an information systems environment.Technical and Professional Experience:Minimum of 7 years of experience in Pro WFM domain is a must.Minimum 2+ years of experience in Pro WFM.Very good experience in Kronos with functional expertise in Timekeeping, Accruals, Basic Scheduler.Must have knowledge on Business Structure Setup and Labor Category Setup in Pro WFM.Must have knowledge on Tiles Setup and Display Profiles Setup in Pro WFM.Must have Practical Experience/Exposure and knowledge in Dell Boomi.SQL Reporting and WIM Integration are an added advantage.Good to have knowledge on Data Views Setup.Knowledge on building custom reports using BIRT tool will be an added advantage.Must to have knowledge on managing CRT tables and integrations in Pro WFM.Additional information:Ready to work in shifts. Qualification 15 years full time education

If interested, please fill the below form to apply https://forms.office.com/r/41A93Z0RMN Responsibilities Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through Desk Alerts or over the phone. Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day. Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign. Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics. Provide historical reporting compilation as required by the campaign. Manage and enter real time exceptions in WFM software. Prepare and send intraday as well as daily, weekly and monthly performance reports and Provide support in identifying, tracking and reporting system issues/downtime Track the everyday attendance and provide recommendations for understaffing and overstaffing Review and analyze call/case arrival patterns and provide recommendations to improve customer practice Qualifications One year prior experience working with workforce management technologies preferred. One year using one of the following systems: Intercom, Salesforce, Genesys, or any other WFM tool. Experience with call center reporting and metrics preferred. Proficiency in Microsoft Office Applications including Word, Power Point, Excel, Tableau and other relevant software required. Graduate/ B Degree. Strong Analytical Skills required to critically assess situations and make decisions in real time. Excellent problem solving and decision-making skills. Ability to operate effectively in a team environment. Excellent oral and written communication skills and interpersonal skills.

Role & responsibilities Job Title: Workforce Management (WFM) Scheduler Scheduler Grade : II Location: Gurugram / Work from Office Department: WFM Salary: Market standards, based on current CTC Reports To: WFM Planner Job Summary: The 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.

Will be responsible for WFM related Activity. Should have good decision making & communication skills. Should have knowledge of Operation metrics like Attrition, Shrinkage, FTE calculation. Should have basic understanding WFM terminologies and concepts. Should be proficient with Microsoft Excel and other office tools. Should be able to do analysis & draw insights based on provided / available data. Should be able to work with other departments efficiently to ensure timely closures. Should be ready to work in any shifts (24/7) based on business requirement.

Requirements: Candidate should hold max 1.5 yrs of experience in RTA (WFM) Good communication skills Ability to work in different shifts 24*7 (Includes night shift) Experience / Relieving letter of previous two companies mandatory for an experienced candidate. Immediate joiners preferred Job Description Monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors Drive real time management performance for In-house contact centers and Vendors. Drive skilling and priority changes for In-house contact centers and Vendors Would constantly monitor, track, communicate and document real time floor activities in terms of adherence to defined processes. Responsible for approving and plotting real- time schedule exceptions, and increasing accurate, timely, and relevant intraday reports. Simulating different scenarios, developing contingency plans for unexpected events and invoking those plans when required. Ability to conduct root cause analysis and provide operational actions. Publish intraday reports and attendance at regular intervals. Recommend overtime requirements. Provide ad-hoc data and regular reporting. Work extensively on worksheets. Kindly confirm your availability through a call or an email bhagyashri.kadam@etraveligroup.com | 9076091032 Refer your friends who would be interested for this job role. OR Feel free to walk in for the Interview on the below mentioned address

Job Description: We are seeking an experienced Senior Consultant with expertise in UKG/WFC Forecasting and Scheduling to join our team. The ideal candidate will bring a minimum of 5 years of hands-on experience in workforce forecasting and scheduling within the UKG (Ultimate Kronos Group) or WFC (Workforce Central) environment. This role involves working closely with stakeholders to optimize workforce planning, ensure scheduling efficiency, and drive strategic workforce decisions. Primary Responsibilities: Design, configure, and implement UKG/WFC Forecasting and Scheduling solutions. Collaborate with business and technical teams to understand workforce planning requirements. Analyze data trends and deliver optimized forecasting models and schedules. Provide guidance and support during system upgrades, enhancements, and daily operations. Troubleshoot issues and ensure smooth functioning of WFM systems. Create and maintain documentation related to configuration and system processes. Provide training and knowledge transfer to internal teams and end-users. Mandatory Skills: Strong hands-on experience with UKG/WFC Forecasting and Scheduling (minimum 5 years). In-depth knowledge of Workforce Management (WFM) principles and practices. Excellent problem-solving and analytical skills. Strong communication skills for collaboration with stakeholders across functions. Preferred Skills: Experience in implementing WFM solutions for large enterprise clients. Familiarity with other UKG modules is a plus. Experience working in hybrid environments.

Project Role : Application Developer Project Role Description : Design, build and configure applications to meet business process and application requirements. Must have skills : SAP ABAP Development Good to have skills : NAMinimum 7.5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :SAP BTP & S/4HANA Workflow Developer Experienced SAP Workflow Developer with expertise in SAP Business Technology Platform (BTP) and SAP S/4HANA to design, develop, and enhance workflow solutions. Hands-on experience in Flexible Workflows, Workflow Builder, and Custom Workflow Development in SAP S/4HANA and BTP.Technical Expertise:Design, develop, and configure SAP S/4HANA workflows, including Flexible Workflows, Classic Workflows, and Custom Workflows using Workflow Builder, BRF+, and Fiori My Inbox integrationKnowledge of User Decision tasks, Agent Determination, and MonitoringExperience in BTP- SAP Workflow Management (WFM), Business RulesTroubleshoot, debug, and optimize workflow performance and resolve issues in a timely manner Qualification 15 years full time education

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years Language - Ability: English(International) - Expert About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security.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. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for Workforce AnalyticsWorkforce Experience AnalyticsAbility to perform under pressureAbility to work well in a teamAdaptable and flexibleAgility for quick learningWritten and verbal communicationMicrosoft ExcelMicrosoft PowerPoint Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Job Title: Workforce Management (WFM) and Scheduling Associate Location: Pune/ Hybrid Department: Recruitment Operations Reports To: Prashant Pandey Employment Type: Full-time About the Role: We are seeking a detail-oriented and proactive WFM and Scheduling Associate to join our dynamic Recruitment Process Outsourcing (RPO) team. In this role, the associate will be responsible for forecasting, scheduling, and real-time monitoring of recruiter activities to ensure optimal resource utilization, delivery eiciency, and achievement of Service Level Agreements (SLAs). Key Responsibilities: Forecasting & Capacity Planning: o Analyze historical recruitment volumes and trends to create short- and long- term forecasts. o o Collaborate with recruitment leads to assess demand and staing needs. Develop capacity models and support workforce planning initiatives. Scheduling: o o o Create and maintain recruiter schedules to align with client demands and hiring SLAs. Ensure shift rotations, breaks, and time-os are properly managed and tracked. Adjust schedules based on forecast changes or unplanned absences. ¢ Real-Time Monitoring: o o o Monitor recruitment activities in real-time to ensure optimal utilization. Identify and escalate staing or productivity issues proactively. Track attendance, adherence, and shrinkage. ¢ ¢ Reporting & Analytics: o Generate daily, weekly, and monthly WFM reports including utilization, adherence, and productivity metrics. o Provide actionable insights to recruitment managers and stakeholders. Collaboration & Communication: o Work closely with recruitment teams, operations, and client delivery managers. o o Participate in WFM calibration meetings and operational reviews. Act as a liaison between operations and HR for leave and attendance matters. Qualications: ¢ ¢ Bachelor's degree or equivalent work experience. 2+ years of experience in WFM, scheduling, or operations supportpreferably in an RPO, BPO, or recruitment environment. ¢ Prociency in WFM tools (e.g., NICE, Verint, Genesys, Avaya, Aspect) and Microsoft Excel (pivot tables, formulas, etc.). ¢ ¢ ¢ Strong analytical, organizational, and problem-solving skills. Excellent communication and interpersonal abilities. Ability to work in a fast-paced, deadline-driven environment. Preferred Skills: ¢ ¢ ¢ Experience working with applicant tracking systems (e.g., Taleo, Workday, iCIMS). Understanding of recruitment workows and talent acquisition metrics. Knowledge of labor laws related to working hours and shifts (as applicable to India and US)

• Liaisoning between OPS Leadership and Finance Teams to finalize HC needs within Organization. • Evaluate performance and prepare plans for capacity procedures and provide comprehensive support for same. • Coordinate with various departments and perform all capacity planning related activities in facility. • Analyse resource planning and provide appropriate recommendation for same. • Design and maintain all performance capacity report and statistics for management. • Help analytical design of systems and forecast all resource capacity requirements. • Develop various new functions and capacity processes and modify existing ones. • Manage all key system metrics and provide support to all adhoc reports and dashboards. • Analyse processes and identify process improvement enhancement. • Ensure compliance to all guidelines and ensure optimal utilization of all resources. • Appropriately forecast and account for growth due to seasonal variations and special events. • Maintains events calendar (holidays, business impact days, huddles, marketing campaigns, etc) and ensure that impacts to the business are captured, analysed and recommendations on staffing are delivered in a timely manner. • Understand Marketing campaigns & the key drivers of volume and incorporate into forecasting and planning. • Identifies and researches service level risks for problem resolution and management notification. • Develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long-term forecast and capacity planning • Develop and maintain sophisticated forecasting and capacity models and develop tools and techniques that enhance the quality and accuracy of the forecast. • Assess and quantify near term risk or opportunities as identified through this process of analysis and • Constant analysis of current staffing and efficiencies comparing them to current staffing requirements to ensure proper staffing in all skills, 24x7x365. Advise management of necessary changes in planning Requirements where short fall is identify. • Provide ad hoc analysis; formulate conclusions, and present conclusions to management. • Batch Planning and Span ratio measurement knowledge • Maintaining HC Actuals/Projections, Shrinkage/Attrition Trends and raising alarms when required • Budgeting & Resource Planning • Managing Seat Utilization for all LOB’s • Managing ramp up / ramp downs basis projections Qualifications / Experience: • Sound Knowledge of MS Excel, Erlang and WFM Tools (Verint Mandate) • Good Communication Skills both Vocal and Written • Qualifications: Graduate • 5+ years experience with any WFM Tool, Forecasting & Scheduling, Capacity planning or Operations Planning along with 2 yrs of team management • 7 – 10 years experience with any WFM Tool, Forecasting & Scheduling, Capacity planning, Budgeting or Operations Planning along with team management • 10+ years experience with any WFM Tool, Forecasting & Scheduling, Capacity planning, Budgeting or Operations Planning along with team management Working conditions: Individual should be comfortable to work in a Contact Centre, 24x7 business environment. Cross training of functions within WFM will be provided as necessary. Liaisoning between OPS Leadership and Finance Teams to finalize HC needs within Organization. Evaluate performance and prepare plans for capacity procedures and provide comprehensive support for same. Coordinate with various departments and perform all capacity planning related activities in facility. Analyse resource planning and provide appropriate recommendation for same. Design and maintain all performance capacity report and statistics for management. Help analytical design of systems and forecast all resource capacity requirements. Develop various new functions and capacity processes and modify existing ones. Manage all key system metrics and provide support to all adhoc reports and dashboards. Analyse processes and identify process improvement enhancement. Ensure compliance to all guidelines and ensure optimal utilization of all resources. Appropriately forecast and account for growth due to seasonal variations and special events. Maintains events calendar (holidays, business impact days, huddles, marketing campaigns, etc) and ensure that impacts to the business are captured, analysed and recommendations on staffing are delivered in a timely manner. Understand Marketing campaigns & the key drivers of volume and incorporate into forecasting and planning. Identifies and researches service level risks for problem resolution and management notification. Develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long-term forecast and capacity planning Develop and maintain sophisticated forecasting and capacity models and develop tools and techniques that enhance the quality and accuracy of the forecast. Assess and quantify near term risk or opportunities as identified through this process of analysis and Constant analysis of current staffing and efficiencies comparing them to current staffing requirements to ensure proper staffing in all skills, 24x7x365. Advise management of necessary changes in planning Requirements where short fall is identify. Provide ad hoc analysis; formulate conclusions, and present conclusions to management. Batch Planning and Span ratio measurement knowledge Maintaining HC Actuals/Projections, Shrinkage/Attrition Trends and raising alarms when required Budgeting & Resource Planning Managing Seat Utilization for all LOB’s Managing ramp up / ramp downs basis projections Qualifications / Experience: Sound Knowledge of MS Excel, Erlang and WFM Tools (Verint Mandate) Good Communication Skills both Vocal and Written Qualifications: Graduate 10+ years experience with any WFM Tool, Forecasting & Scheduling, Capacity planning, Budgeting or Operations Planning along with team management Worked in Back office / Front office environment (Emails, Calls, Chat) Working conditions: Individual should be comfortable to work in a Contact Centre, 24x7 business environment. Cross training of functions within WFM will be provided as necessary. Location: This position can be based in any of the following locations: Gurgaon For internal use only: R000106867

Responsibilities Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through Desk Alerts or over the phone. Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day. Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign. Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics. Provide historical reporting compilation as required by the campaign. Manage and enter real time exceptions in WFM software. Prepare and send intraday as well as daily, weekly and monthly performance reports and Provide support in identifying, tracking and reporting system issues/downtime Track the everyday attendance and provide recommendations for understaffing and overstaffing Review and analyze call/case arrival patterns and provide recommendations to improve customer practice Qualifications One year prior experience working with workforce management technologies preferred. One year using one of the following systems: Intercom, Salesforce, Genesys, or any other WFM tool. Experience with call center reporting and metrics preferred. Proficiency in Microsoft Office Applications including Word, Power Point, Excel, Tableau and other relevant software required. Graduate/ B Degree. Strong Analytical Skills required to critically assess situations and make decisions in real time. Excellent problem solving and decision-making skills. Ability to operate effectively in a team environment. Excellent oral and written communication skills and interpersonal skills.

Job Overview Name of the position : HR Workforce Administrator Role: BPS Team Member Location: Chennai Timing: 9:00 AM to 6:00 PM IST Preferred Experience and Competencies required : 2 - 8 years of experience in Indian Hire to Retire process. Knowledge of HR Workforce Administration process. Employee eligibility requirements, understanding of HR process and tools Knowledge of Personal Employee Data Services, Policies and Tools Knowledge of Time & Attendance Leave Administration, Data management tools, and Pay practices. Knowledge of HR process administration Good Analytical Skills Experience in handling employee Hire to Retire Cycle The primary task is to process all HR activities that are handled accurately and timely. Process-specific Responsibilities Experience in Indian HR processes Experience of handling a wide range of diverse, sensitive, and confidential activities within a customer facing environment An understanding of Indian taxation An understanding of HR and Payroll system and calculations Technical Experience MS Office tools (i.e. Excel, Word, Power point) Experience in HR and Payroll tool and Application tracking systems Required Competencies Analytical skills and attention to detail- The Payroll specialist should have the skill to look at complex numbers and try to find disparities and cost-saving areas. Communication Skills - The Payroll specialist will need good listening and communication skills when working with clients, listening to issues, and acting in the right/ accepted manner will be most important. Organizational Skills Working gets hectic during peak times as per nature of work. Knowing about every document and client will be of great help. Taking Ownership - Accountable for integrity systems, coherence of strategic choice & wisdom of policies/ accountability for results and tasks. #If Interested, Kindly share CV along with below details to mohamed.navayuga@gmail.com for faster Application Registration process. Total year of experience: Relevant year of experience: Full Name: Mail ID: Phone Number: Date of Birth: PAN Number (Mandatory for Registration): Current Location: Preferred Location: Current CTC: Expected CTC: Official Notice Period: Currently Serving Notice: Any Career Gap or Educational Gap: Reason for Gap: Graduation Degree: Graduation done in Regular/Distance:

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 Organization’s (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 At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission. #njp

Job Summary: We are seeking a highly skilled and experienced Process Manager of Management Information Systems (MIS) and Workforce Management (WFM) to join our team. The successful candidate will be responsible for managing and overseeing the design, development, implementation, and maintenance of MIS and WFM processes within our organization. The Process Manager will be responsible for ensuring that our systems are running effectively, efficiently, and in compliance with regulatory requirements. Additionally, they will be responsible for identifying opportunities to improve the effectiveness and efficiency of our processes and systems. Key Responsibilities: Design, develop, implement and maintain MIS and WFM processes and systems Ensure that MIS and WFM systems are effectively and efficiently managed Ensure that all MIS and WFM systems comply with regulatory requirements Identify opportunities to improve the effectiveness and efficiency of MIS and WFM processes and systems Develop and maintain process documentation and training materials Collaborate with other departments to ensure that MIS and WFM systems are integrated with other business processes Manage a team of MIS and WFM professionals, including hiring, training, coaching, and performance management Develop and manage the MIS and WFM budget Requirements: Bachelor's degree in computer science, information systems, or related field 5+ years of experience in MIS and WFM process management Experience in managing a team of MIS and WFM professionals Strong knowledge of MIS and WFM software and systems Strong analytical and problem-solving skills Excellent communication and interpersonal skills Strong project management skills Ability to work effectively in a team-oriented environment Knowledge of regulatory compliance requirements This is an exciting opportunity for an experienced MIS and WFM professional to join our team and make a significant impact on our organization. If you are passionate about process management, have strong leadership skills, and are looking for a challenging and rewarding role, we encourage you to apply.

CO - DTS Pune| Full-time (FT) | Customer Operations Shift Timings- Night Shift|Management Level- A| Travel Requirements - NA The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Analyst Role and responsibilities: Interaction with Techs in field to provide them real time support Checking status of services on account in diagnostic tools Ensure to take appropriate steps to resolve customer's problems Troubleshooting of technical issues related to customers services Tier 1.5 support Communicate effectively and close looping with client in case of observations Updating status in internal as well as client tools Meet process expectations with high quality standards and adherence to SLAs Candidate shall adhere to the information security requirements Technical and Functional Skills: Basic knowledge of Computer and/or telecom technology Ability to quickly and efficiently assimilate process knowledge Good at problem solving and root cause analysis Professional in conduct/behavior, appearance and communication Understanding of web technology and cable setup Ability of analyzing information and evaluating results to choose the best solution and solve problems Needs to have ability to adapt to perpetual changes as per Business requirement. Must be reliable in terms of attendance and timing Flexible for 24X7 Shifts (Night shifts) Basic Knowledge of excel Experience in Troubleshooting related process Experience in cable or telecom industry Ability to analyze information and evaluate results to choose the best solution and solve problems Ability to multi-task- For Extake notes while on the call etc.

Customer Service Analyst - Voice Process Mumbai| Full-time (FT) | Customer Operations Shift Timings- Night Shift|Management Level- A| Travel Requirements - NA The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Analyst Role and responsibilities: Interaction with Techs in field to provide them real time support Checking status of services on account in diagnostic tools Ensure to take appropriate steps to resolve customer's problems Troubleshooting of technical issues related to customers services Tier 1.5 support Communicate effectively and close looping with client in case of observations Updating status in internal as well as client tools Meet process expectations with high quality standards and adherence to SLAs Candidate shall adhere to the information security requirements Keep a track of all technicians with regards to the jobs assigned to them Call up customers in case of any delays or to confirm appointments Answer inbound calls from technicians and/or customers Provision equipments on customers accounts once the technician has installed them Audit work orders for accuracy and make corrections if required Check for signal levels on all equipment and certify jobs as completed Call up technicians to verify their status if they are taking longer on the job Call up customers one hour prior to their appointment window end time to confirm the technician visit time Call up customers to verify if they are home or not and take another appointment in case of customers being away Add equipment to account in case there is any work order error or if the customer decided to switch some equipment Coordinate with technicians and re-assign jobs if some technicians are unable to make it to their appointment Reschedule jobs based on available schedule of customers and technicians Ensure customer satisfaction by understanding their needs and customizing the solution Coordinate with DOJ/DOI team in case of any issues with regards to provisioning or adding equipment Fill up the completion report and share with the APM/PM on a daily basis Collate and share information for all appointments that are cancelled Technical and Functional Skills: Good communication and interpersonal skills Ability to quickly and efficiently assimilate process knowledge Good at problem solving and root cause analysis Professional in conduct/behavior, appearance and communication Understanding of web technology and cable setup Needs to have ability to adapt to perpetual changes as per Business requirement. Must be reliable in terms of attendance and timing Flexible for 24X7 Shifts (Night shifts) Ability to multi-task- For Extake notes while on the call etc. Ability of analyzing information and evaluating results to choose the best solution and solve problems Basic Knowledge of excel Experience in Troubleshooting related process Experience in cable or telecom industry Ability to analyze information and evaluate results to choose the best solution and solve problems

The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Analyst Roles and responsibilities: Basic knowledge of HTML, CSS, SQL [Not mandatory. Good to have] Knowledge/basic understanding around responsive testing [testing across different devices, operating systems & web browsers] Knowledge of Jira workflow [preferable] Knowledge of using Google Suite products such as Google spreadsheets, Google docs, Google Drive & Gmail Should know basics about Email/SMS/push/in-app marketing Should possess basic information around Marketing automation & CRM technology Should have eye for detail to assist in audits/QA Should have excellent communication skills and be able to interact directly with marketing/campaign owners Ability to work in a high-energy, quickly changing, and demanding environment Should have excellent presentation skills and should be able to clearly communicate ideas, thoughts, and strategies Technical and Functional Skills: Bachelors degree with0 to 6 months of experience in digital marketing space Basic HTML/CSS/SQL Eye for detail to assist in audits English communication skills

Hiring For WFM Level-SME Experience- 4 year in WFM +RTA / WFM+ Scheduler Package upto 7LPA Graduation mandatory Good Communication Skills required Location- Hyderabad 5 days working & US Shift Work From Office For more information Contact Archi Contact no 8302372009 mail id- archi.g@manningconsulting.in

We are currently seeking a proficient Workforce Management (WFM) Team Leader for the healthcare domain who thrives on meticulous data analysis, schedule preparation, and capacity planning. If you possess a passion for analytics, a sharp eye for detail, and at least 1 year of leadership experience in workforce management, we invite you to apply and be a part of our dynamic team dedicated to making a positive impact in healthcare CX and people?s lives. Job Description Key responsibilities of the WFM Team Leader in Kolkata include: Analyze data and information to develop schedules, plans, and forecasts for workforce management. Create capacity plans aligned with business goals to drive manufacturing efficiency and cost-effectiveness. Continuously evaluate systems and methods to improve planning processes and anticipate customer needs. Assess existing capacity and forecast future demand based on business projections and market trends. Conduct calculations to estimate job requirements, including labor, tools, materials, and resources. Regularly monitor and review plans, making adjustments as needed to adapt to changes and unforeseen events. Evaluate results, reconcile variances from original plans, and maintain accuracy in forecasting projections. Identify opportunities for process improvements and efficiency gains in capacity planning and manufacturing processes. Job Requirements Candidates applying for the WFM team leader vacancy must possess the following skills, qualifications, and qualities to succeed in this role: Education and Experience: Minimum Graduate, Undergraduate, or equivalent qualification. At least one year of experience in a leadership role as a Team Lead in WFM RTA. Qualities and Values Leadership Skills: Ability to lead and motivate teams effectively. Analytical Thinking: Proficiency in data analysis and decision-making. Communication Skills: Clear and concise communication abilities. Problem-Solving Abilities: Strong problem-solving skills for complex issues. Adaptability: Flexibility to thrive in a dynamic work environment.

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 Entry and mid-Junior level in a Finance Administration roleStrong team player with the ability to build good relationships with their stakeholders.Able to act on own initiative with regular supervision. Understands when to seek guidance/escalateSupports experienced Finance specialists delivering progress reporting, task management and documentation for Finance activity Skills (competencies)

Job Summary: The WFM MIS Executive is responsible for managing and analyzing workforce management data to support effective decision-making and optimize operational efficiency. This role involves maintaining and improving the MIS systems, generating reports, and providing insights based on workforce data. The WFM MIS Executive works closely with the Workforce Management team and other departments to ensure accurate and actionable information is available for planning and operational purposes. Key Responsibilities: 1. MIS Management: Maintain and manage the Workforce Management Information Systems, ensuring data integrity and system functionality. Implement and oversee updates, configurations, and enhancements to the MIS systems as needed. Expertise in PowerBI 2. Data Analysis and Reporting: Collect, analyze, and interpret workforce data to generate reports on key performance indicators (KPIs), staffing levels, and operational metrics. Develop and deliver regular and ad-hoc reports to support strategic and operational decision-making. 3. Data Quality and Accuracy: Ensure the accuracy and consistency of data across all reporting and analytics activities. Conduct regular audits and validation of data to maintain high standards of data quality. 4. Collaboration and Communication: Work closely with the WFM team to understand their data needs and provide relevant insights and support. Communicate findings and recommendations clearly to stakeholders and senior management. 5. Documentation and Training: Develop and maintain documentation related to MIS processes, reporting procedures, and system configurations. Provide training and support to users on the effective use of MIS systems and reporting tools.

Candidate should have minimum 2yrs of experience working as Real time analyst in a BPO Qualification - Graduate Shift - Rotational shifts Work Location - Bangalore Immediate Joiners OR Max 1 month notice period candidates can apply Required Candidate profile Call HR Sadiq @ 8904378561 for more details.

- Proven work experience 3-6 years in recruitment- ideally as a IT / Non IT Recruiter. - Experience souring through different job portals mainly through LinkedIn. - Source senior level, highly specialist candidates for leading global business. Required Candidate profile -Handling full life cycle Recruitment activities include; posting Positions, Pre-screening Interviewing candidates over the phone, interview arrangements closing -Understanding of clients requirements

The Workforce Management (WFM) Real-Time Analyst (RTA) is responsible for monitoring and managing real-time workforce metrics to ensure optimal staffing levels and adherence to operational targets. This role involves making immediate adjustments to schedules, addressing workforce issues as they arise, and providing timely insights to support operational efficiency and service quality. Key Responsibilities: 1. Real-Time Monitoring: Continuously monitor real-time data and workforce metrics, including call volumes, service levels, and agent availability. Track and report on adherence, occupancy, and other performance indicators throughout the day. Expertise in CMS Avaya, Verint/IEX WFM Tool 2. Schedule Adjustments: Make real-time adjustments to staffing schedules based on current demand, including shift changes, break adjustments, and emergency coverage. Communicate schedule changes and adjustments to relevant team members and departments. 3. Issue Resolution: Quickly address and resolve any issues related to staffing, scheduling, or adherence that arise during operational hours. Coordinate with supervisors and managers to address any staffing gaps or performance concerns. 4. Data Analysis and Reporting: Analyze real-time data to identify trends or potential issues impacting service levels and operational performance. Provide real-time and end-of-day reports on performance metrics, including adherence, service levels, and any anomalies. 5. Collaboration and Communication: Work closely with WFM Planners, schedulers, and operational teams to ensure alignment and coordination. Communicate effectively with agents and supervisors regarding schedule changes, adherence issues, and performance expectations. 6. Process Improvement: Identify opportunities for process improvements in real-time monitoring and response. Suggest and implement strategies to enhance real-time management practices and overall operational efficiency.