1075 Wfm Jobs - Page 41

Company Overview With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And were only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on. At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all. Here, we know that youre more than your work. Thats why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If youre passionate about our purpose people then we cant wait to support whatever gives you purpose. Were united by purpose, inspired by you. About The Role :The Assoc Manager Global Integration Team leads a small team of Integration Consultants building scalable and repeatable technical solutions focused on the successful implementation of UKG customers and their ongoing integration needs. Through collaboration within different teams within Global Integration team, this role ensures integrations needed during the implementation process are addressed and resolved with a Customer First philosophy. The Assoc Manager is responsible for effectively deploying team resources to provide integrations in a timely and efficient manner, balancing the requirement for supportability with the customers need for customization. This individual will also be responsible for creating and sustaining a culture of highly engaged employees through the facilitation of development, continued learning, clear directions and expectations, and continued process improvement. Create and manage the strategy behind the development and deployment of integrations using Boomi/MuleSoft. Work with the team to design, develop and implement new interfaces between various 3rd party systems and Ultimate/Dimensions software, including the maintenance and improvement of existing interfaces. Document and own best practices for executing and maintaining all aspects of the Integration and enforce usage of standard processes and tools within the team. Drive continuous improvement initiatives within the team, resulting in increased productivity, high scalability, and a superior Customer Experience in assigned engagements. Provide reporting on productivity and performance, defect and escalation root causes and forecasting of deliverables assigned to the team Anticipate problems or situations that could affect the team or peers. Assess the potential impact of the work, develop and execute the best work solution. Manage escalated situations, establish appropriate remediation plans, and execute the plan to remedy the situation. Continually solicit feedback from team members, peers, and supervisors in an effort to find new or better ways to operate, improve efficiency, and/or develop themselves. Drive the business to continually improve processes and efficiencies. This includes practicing risk taking as well as creating an environment where employees take risks. Travel to Bangalore/international locations for team meetings, overall strategy planning and management level discussions.QualificationDemonstrated experience in managing direct reports (2-4 direct reports) including technical leadership, mentoring team members and being responsible for teams deliverables. Relevant experience on Work Force Management (WFM)/Human Capital Management (HCM) solutions. Strong analytical skills with the track record of driving change and process improvements. Demonstrated ability to adapt to new technologies and changing environments. Demonstrated leadership skills with the ability to work as part of a project team. Excellent written and verbal communication, with the ability to work with all levels of individuals in an organization. Bachelors degree with 9+ years of industry experience, and 2+ years of lead role. Where were going UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet its our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process. Disability Accommodation in the Application and Interview Process For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com

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 : NA Minimum 12 year(s) of experience is required Educational Qualification : 15 years full time education Roles & Responsibilities:-Collaborate with project teams and client stakeholders to support project delivery.-Perform maintenance and configuration activities for Kronos modules such as accruals and timekeepers.-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. Professional & Technical Skills: -Minimum of 10 years of experience in Workforce Management domain is a must.-Minimum 3+ years of experience in Pro WFM.-Mandatory Experience in Migration from WFC to Pro WFM.-Hands on exp in using Navigator, Paragon Transfer Manger, Data Migration Tool.-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.-Must have knowledge on managing CRT tables and integrations in Pro WFM.-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. Additional Information:-Ready to work in Shifts. Qualification 15 years full time education

Role & responsibilities Experience in Integration studio Develop interfaces for upstream / downstream using SQL Domain knowledge on HCM/WFM of UKG Working exp with US clients

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Senior Analyst Qualifications: Any Graduation Years of Experience: 5 to 8 years 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.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes 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. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Workforce Analytics Problem-solving skills Ability to work well in a team Prioritization of workload Strong analytical skills Scheduling/Real time Management Roles and Responsibilities: In this role you are required to do analysis and solving of increasingly complex problems Your day to day interactions are with peers within Accenture You are likely to have some interaction with clients and/or Accenture management You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments Decisions that are made by you impact your own work and may impact the work of others In this role you would be an individual contributor and/or oversee a small work effort and/or team Please note that this role may require you to work in rotational shifts Qualifications Any Graduation

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years 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.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes 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. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Ability to work with minimal supervision and support Operational requirements and objectives.Ability to adapt to workload and multitask with attention to detail in a dynamic environment.Proficient in Verint WFM tool Roles and Responsibilities: Review, validate and ensure timely delivery and accuracy of reports prepared by Intraday Analysts as well as from other WFM disciplines (Forecasting, Capacity Planning, Scheduling and Reporting). Responsible for developing and ensuring integrity and consistency of set WFM processes/procedures applicable to the accounts being handled. Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.Ability to extract, manipulate and present data from WFM application /manual platform. Ability to maximize benefits from WFM application by utilizing the full functionality. Manage internal and external audit with processes and controls in place. Conduct monthly coaching and performance feedback to their direct reports You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualifications Any Graduation

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Specialist Qualifications: Any Graduation Years of Experience: 7 to 11 years 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.Responsible for driving proper managing of volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives.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.Responsible for driving proper managing of volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes 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. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Strong technical documentation , arithmetic , analytical, problem solving and presentation skills. Proven experience consulting with all levels of management, peers, and teams.Proven leadership skills in coaching, mentoring and training WFM teams.Effectively manage relationships with senior management, clients and own teams, to the highest level of integrity and professionalism. This position would be responsible for the performance management of all employees reporting directly / indirectly under him / her.Develop programs/modules/projects or other initiatives for WFM Team's development and efficiencyServe as a resource for training and reporting of Call Center-WFM efficiencies, account/team/individuals statistical analysis and process improvement.Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department.Proficient in Verint Tool Roles and Responsibilities: Responsible for coordinating and guiding Intraday Teams to ensure focus on Profitability, Resource Planning, day-to-day schedule adjustments, real-time managementThis position needs to be aware of the financial situation of the account being handled and needs to drive profitability by resource optimization and cost reduction in collaboration with Operations and other departments. This position needs to drive high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions.This position increases employee satisfaction through accurate, adherence and compliance tracking and enhances company profitability through utilization optimization and intra-day analysis.Manages internal and external audit with processes and controls. Responsible for the development of resources under his/her span Qualifications Any Graduation

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Senior Analyst Qualifications: Any Graduation Years of Experience: 5 to 8 years 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.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes 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. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Microsoft Excel Microsoft PowerPoint Adaptable and flexible Ability to work well in a team Written and verbal communication Agility for quick learning Ability to meet deadlines Workforce Analytics Workforce Experience Analytics Roles and Responsibilities: In this role you are required to do analysis and solving of increasingly complex problems Your day to day interactions are with peers within Accenture You are likely to have some interaction with clients and/or Accenture management You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments Decisions that are made by you impact your own work and may impact the work of others In this role you would be an individual contributor and/or oversee a small work effort and/or team Please note that this role may require you to work in rotational shifts Qualifications Any Graduation

Role & responsibilities Should have strong analytical skills and attention to detail along with positive professional attitude and the ability to work in a team environment Should be well versed in generating data analysis and reportingWFM Tools Competency with IEX or Aspect or BluePumpkin Exposure to at least one of the Voice ACD tools like Avaya CMS Nortel Genesys etc Provide accurate and timely weekly monthly MIS reports Would be responsible for RTA and Scheduling activity Escalating deviation to the planned schedules Excellent communication skill in oral and written Ability to manage allocated tasks and perform them with little supervision Would be responsible for analyzing data to ensure accuracy

Job Title - GN - SONG - MT - Workforce Intelligence - Specialist Management Level: 09/ Specialist Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai Must have skills: Workforce Management (WFM) Good to have skills: Project Management Job Summary :You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance. Roles & Responsibilities: As part of these, you will drive the following: Delivery of design and delivery in Customer Services domain :Workforce Optimization using various popular platforms available in the marker, designing target operating model for WFM processes based on the client's requirements Deploy popular WFM solutions like Verint, NICE, Calabrio, Aspect: Ability to create forecasting models using based on the client's inputs and add business / campaign input to the forecasting by liaising with the marketing team Create the capacity planning models based on the client's local labor laws :Propose scheduling models based on the client's input and process design for real time queue management, incident management etc Train and mentor the client's in-house team on WFM processes :Exchange best practices across both technical and functional experience on Customer Service Domain Identify and structure key issues into an issue-tree and set of hypotheses and plan and conduct research and analyses that address the most appropriate issues. Understand company's key strategic and operational issues spanning market definition, industry trends, and so on. Develop innovative, fact-based and achievable strategies and operating models after evaluation of multiple strategic options. Professional & Technical Skills: Use strong and a well-established record of accomplishments in designing: Deliver speech analytics solutions and/or platforms Deep dive with experience across the following characteristics: Experience in enabling WFM platforms including creating WFM processes Ability to use WFM software NICE, Verint, Calabrio, Aspect. Experience in implementing WFM platform including infrastructure design, deployment and ongoing operational run. Experience in contact center operations including operational and performance excellence Define WFM solutions: Apply gap analysis, design and implementation. Create business cases effectively: Maximize experience in ROI generation and project management of solution deployment. Additional Information: MBA from a tier 1 institute 2-8 years of experience in working with WFM solutions generating Forecasting, complex capacity models, scheduling, RTA and reporting. Designing and implementing WFM solutions for any industry 4+ years of project management experience. Consulting experience About Accenture: Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions " underpinned by the world's largest delivery network " Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at About Accenture Strategy & Consulting: Accenture Strategy shapes our clients' future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers, and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategys services include those provided by our Global Network a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Global Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit | At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, . Qualifications Experience: Minimum 4+ year(s) of experience is required Educational Qualification: MBA/PGDM from a tier 1 or 2

The Strategy & Consulting Global Network SONG Practice | Genesys Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service, and marketing to accelerate business change. Practice:SONG I Areas of Work:Genesys- Solution Consulting and Pre-Sales | Level:Analyst/ Consultant | Location:Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp:2-6 years Explore an Exciting Career at Accenture Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest? Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting's Customer, Sales & Service practice. The Strategy & Consulting Global Network Song practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner. You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance. As part of these, you will Use in depth understanding of Genesys Engage/Pure Cloud:Ability to work in high-paced and complex projects Apply understanding of industry specific Customer Service processes: Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.) Deploy thorough understanding of Genesys Framework:Leading-edge expertise in implementing multichannel center applications using Genesys tools including Composer, Designer, GAX etc. Bring your best skills forward to excel at the role: Ability to use technical exposure to contact center and overall customer service areas:In depth understanding of Genesys Engage/Pure Cloud. Easily work in high-paced and complex projects:Use understanding of industry specific Customer Service processes, operations, and functional needs Deploy a strong designing skill:Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...) Maximize application design and development experience:Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms Qualifications Your experience counts! Engineering Degree or MBA from a tier 1 institute Minimum 2 to 6 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Engage/Pure Cloud suite. Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Engage/Pure Cloud administration & application development using Designer tools. What's in it for you? An opportunity to work on transformative projects with key G2000 clients Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. Ability to embed responsible business into everything-from how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

The Strategy & Consulting Global Network Song Practice | Nice CXone- Analyst Join our team of Strategy and Consulting Global Network Song consultants who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change. Practice: Strategy & Consulting Global Network Song I Areas of Work: Nice CXone | Level: Analyst | Location: Gurgaon, Mumbai, Bangalore, Hyderabad, Chennai, Pune | Years of Exp: 1-4 years Explore an Exciting Career at Accenture Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest? Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consultings Customer, Sales & Service practice. The Practice- A Brief Sketch The Strategy & Consulting Global Network Song practice is aligned to the Global Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner. You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you will drive the following: Use cross domain functional exposure: Experience in contact center and overall customer service area, working in high-paced and complex projects and understanding industry specific Customer Service processes, operations and functional needs. Deploy thorough skills to manage stakeholder expectations: Engage in resolving issues, risks for the success of the project, possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc...) Apply application design and development experience: Knowledge of implementing the orchestration platform of Contact Center Solution preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self-Service vendor organizations, or leading consulting firms. Deep dive with leading-edge expertise in implementing multichannel: Experience across IVR, Callback, Web, Email, Chat, SMS, Social Media etc. contact center applications using Contact Center Solution tools. Maximize thorough understanding of Contact Center Solution Framework: Integration with internal and external components, API integrations, understanding of Java, WebServices, Containerization (Kubernetes), deep knowledge of multiple contact center and speech recognition vendor platforms including hands-on experience with products. Bring your best skills forward to excel at the role: Experience across functional and technical Voice and Non-Voice solutions: SMS, Email, Chat, web etc. applications solutions using application development tools. Experience and knowledge of Contact Center Solution Infrastructure Components :Those around routing, reporting, recording, multi-media (SMS, email, chat) WhatsApp, outbound, callback & inbound IVR solutions, chatbot, voice Bot Knowledge of Web Integration with Orchestration applications :Use AI and Natural Language processing (NLU Engines), knowledge of cutting-edge technologies including chat and voice Bot, AI, RPA Experience in auxiliary systems: Including WFM, Recording, Virtual Hold, Quality Management will be a plus. Read about us Blogs Qualifications Your experience counts! 1-4 years of experience across in depth functional and technical areas on delivering Voice and Non-Voice solutions e.g. (SMS, Email, Chat, web etc.) applications solutions using application development tools. Experience in implementing at least 1 NICE inContact / CXone project a must (which involves integration with CRM as well as Agent screen pop), design and application experience on implementing multichannel self-service/IVR and DFO solution. Experience in automating, designing and implementing key business processes in the domain of Customer Services, Contact Center Solution Cloud administration & application development using Contact Center Solution Interaction Designer What’s in it for you? An opportunity to work on transformative projects with key G2000 clients Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization. About Accenture: Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com About Accenture Strategy & Consulting: Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Capability Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Capability Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world.For more information visit https://www.accenture.com/in-en/careers Accenture Global Network Song | Accenture in One Word At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.

Skill required: Trust & Safety - Workforce Management (WFM) Designation: Workforce Services Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years What would you do? Enables a superior brand experience , accelerates responsible growth and creates a secure environmentAccenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses.Content moderators serve as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience. You will deliver value to our clients, while making a larger impact on society.You will be responsible for analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual may be exposed to flashing lights or contrasting light and dark patterns.Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, content moderators need strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture's well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being. The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes 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. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Review, classify and/or remove content according to client guidelines, using specific tools and channels Understand and remain updated on changing client policies and guidelines Investigate, resolve, and relay complex content issues to the broader Trust and Safety team Serve as an advocate for the user community Participate in process improvement initiatives that improve quality and efficiency of work Participate in continuous training programs and workgroup discussions for optimal development in the role Engage in conversation around socially sensitive topics with the purpose of keeping our communities safe Strong coping, emotional resilience, and stress-management skills Excellent comprehension, communication skills Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies Strong attention to detail Comfort synthesizing and analyzing information from multiple streams Strong critical thinking and decision-making skills Deep familiarity and passion for the internet, internet platforms, and internet culture High affinity and cultural awareness of political and social situations regarding the relevant market and region that will be supported Ability to work well individually and as part of a team Ability to work differing rotations/shifts and non-standard work hours Flexibility in meeting changing business needs in a fast-paced environment Commitment to quality, efficiency, and effectiveness Previous business process outsourcing, customer service, or content moderation experience is a plus Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts DUTIES AND RESPONSIBILITIES: Monitor daily operational metrics (SLA/KPI s/Adherences etc...) on real time basis Publishing real time reports for performance monitoring ,coordinating with internal/ external stake holders as in when required Preparing RCA, Maintaining Downtime trackers , Proposing schedule changes to meet performance , Acting on Roster Swap / Week off Swap / Break Swap requested received through email or tool. Deliver timely ad hoc and standard operational reports Work with process subject matter experts from each functional team Assist in designing insightful report views (excel-based or tool-based or dashboards) Provide regular and ad-hoc results interpretation to Accenture management as requested Utilize data to identify trends and opportunities for improvement Work with other teams and stakeholders to identify opportunities to improve performance results in accordance with contractual agreements between Accenture, vendors and clients Perform Quality Assurance (QA) on reporting analysis performed by other reporting groups as needed KEY QUALIFICATIONS/SKILLS Graduate with 2 years of working experience with Metrics and Reporting Make/propose improvements to work products, services or processes Excellent oral and written communication skills. Comply with Accenture standards, procedures and policies Build skills (self or others) needed to execute responsibilities Working experience on WFM tools, applications and functions is preferredOVERALL PURPOSE OF JOB:Responsible to execute all WFM related activities as directed by function and/or supervisor. Exhibit collaboration and effective communication skills to generate quality outcomes. Whenever necessary do the root cause analysis for leadership and/or client. ** Willing to work in 24*7 environment with rotational shifts and Week offs . Qualifications Any Graduation

Dear Applicants, Job description Were looking for candidates with knowledge and capability in terms of managing resources / manpower using different resource management and deployment tools within Omega GDS Assurance. Your key responsibilities Timely updating of resource schedules on scheduling tools (ARMS/Retain) Timely review and resolution of scheduling conflicts. Proactive review of resource availability /resource requirements. Mailbox management and fulfilling the scheduling requests coming through mails in defined TAT. Optimization of resource utilization through effective schedule management. Basic reporting and analysis. Skills and attributes for success Good verbal and written communication skills. Basic knowledge of MS Excel. Excellent teaming and interpersonal skills. Positive attitude and ability to excel under tight timelines. To qualify for the role, you must have Graduates with 1-3 years of relevant resource management/workforce management / exposure in General Operations with strong acumen in resource management preferred. Ideally, youll also have Basis knowledge on MS Excel Ms - Office Interest in business and commerciality. What we look for A Team of people with commercial acumen, technical experience and enthusiasm to learn new things in this fast-moving environment An opportunity to be part of a market-leading, multi-disciplinary team in the only integrated global assurance business worldwide. Opportunity to work with Omega's GDS Assurance practices globally with leading businesses across a range of industries Interested applicants can mail your resume to Lakshmi.Gopi@omegahms.com or contact @9901340050 ( Timing 12.00 Pm to 4 PM )

About UsUKG (Ultimate Kronos Group) is an industry market leader known for leveraging cutting-edge technology to revolutionize workforce management. As we continue to expand our product footprint globally, we are creating new opportunities in India. Join our dynamic team and contribute to our mission of providing innovative solutions that empower businesses and employees alike. Role OverviewAs a Solution Consultant at UKG, you will play a pivotal role in delivering superior workforce management solutions to our clients. You will be accountable for your own success, utilizing your knowledge of workforce management software to implement solutions that maximize benefits for our customers. Your superior communication and presentation skills, coupled with your ability to manage complex environments and client relationships, will ensure your success in this role. Key Responsibilities DocumentationCollect, analyze, validate, and document business requirements, creating detailed technical specifications for the implementation team. Build and ConfigurationBuild and configuration of the system, ensuring adherence to the original design and client requirements. Provide expert knowledge and best practices during the Build phase. Testing SupportProvide support during the testing phase, including functional testing, integration testing, and user acceptance testing (UAT). Best PracticesAdvocate for and implement industry best practices in workforce management, process optimization, and system configuration. Effective CommunicationEffectively communicate complex technical concepts to both technical and non-technical stakeholders using use cases, visual diagrams, and process flow charts. TravelTravel up to 25% may be required to meet with clients and support project implementations. Qualifications EducationBachelors degree or equivalent in Computer Sciences or a related field. Experienceo Overall, 3 to 6 yrs years of experience implementing or supporting enterprise software applications and hardware used in web environments (UKG Pro WFM/Workday/Ceridian/Oracle/PeopleSoft/SAP Human Resources/Payroll/Time and Labor). o 3+ years of relevant experience in implementing Workforce Management software or similar domain is desirable. o Experience in implementing WFM modules like Time Keeping and Accruals is a must. o Prior experience in supporting functional testing, integration testing, and UAT.

Possess strong knowledge of Oracle Utilities Customer Care and Billing functional aspect (utilities domain) and worked on CC&B/C2M/CCS testing as a functional tester or test lead for minimum 2-4 implementation projects Possess strong understanding of CC&B functionalities, processes and screen navigation Ability to understand the business design documents and functional design documents and convert them to test scenarios and test cases Knowledge in preparing test data for CC&B application Hands on any automation tool for CC&B testing Experience in guiding and mentoring junior testers for CC&B testing Experience in writing and defining overall test strategy Experience in producing and handling Traceability matrix Expertise in any two modules: V set Up, Credit &Collection, Sales and Marketing, Billing, Payment, Rate etc. In depth knowledge of Meter to Cash flow and billing Strong knowledge of SQL Analyze issues based on error received while testing Personal Skills: Good written and verbal communication skills Should be able to work independently, as well as in a team environment. Should be able to pick any new technology, research it and implement it in short time frame.

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we'd like to ask you: Are you FIS About the team: What you will be doing: Provides excellent customer service while serving as a telephonic concierge and primary point of contact to the financial institution s high-value customers. Addresses inquiries and performs account maintenance on deposits and money market accounts. Assists customers by initiating payment investigations, maintenance requests, fulfillment requests, and fee reversals. Works with various internal and external clients and various departments to resolve outstanding issues, comply with customer requests, and respond to client inquiries. Follows up as required to close service tickets and inquiries that we're escalated or referred to a different business function. Interfaces with clients to determine present and future needs and discusses progress toward solutions. Ensures service expectations are met and establishes rapport with each caller to set positive expectations for account maintenance queries and other servicing needs. Completes banking transactions and identifies opportunities to market bank products to best meet each caller s personal needs. Maintains a comprehensive knowledge of applicable products and services and keeps informed about new products and services and changes to existing products and services. Successfully sells, markets, and shares information with new and existing customers to educate them about financial offerings. Provides referrals to the managing director or relationship manager for new and additional services. Participates in client loyalty process, providing information and encouraging clients to respond timely to surveys. Participates in follow-up discussions to develop action plans to address concerns. May participate in business reviews to learn about clients strategic direction as we'll as gain a good understanding of the products and services offerings. Other related duties assigned as needed. What you bring: FISTA and WFM knowledge is an added advantage Shift time is 7:30 to 4:30 AM Excellent communication and interpersonal skills Excellent knowledge of Customer Services; Global mindset (Desirable) Ready to work in night shifts (5 days in a week) A good team player Experience of working with global/other teams Detail oriented and regard for timeliness High regard for deadlines and deliverables Owning the work assigned to ensure it completeness without compromising timeliness or accuracy. What we offer you A career at FIS is more than just a job. It s the change to shape the future of fintech. At FIS, we offer you: A voice in the future of fintech Always-on learning and development Collaborative work environment Opportunities to give back Competitive salary and benefits

Project Role : Application Developer Project Role Description : Design, build and configure applications to meet business process and application requirements. Must have skills : SAP Fieldglass Contingent Workforce Good to have skills : NA Minimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Developer, you will be responsible for designing, building, and configuring applications to meet business process and application requirements in Hyderabad. You will play a crucial role in the development and implementation of software solutions. Roles & Responsibilities: Expected to be an SME, collaborate and manage the team to perform. Responsible for team decisions. Engage with multiple teams and contribute on key decisions. Provide solutions to problems for their immediate team and across multiple teams. Lead the development and implementation of software solutions. Conduct code reviews and provide technical guidance to team members. Identify and address technical issues and risks proactively. Stay updated with the latest technologies and trends in software development. Professional & Technical Skills: Must To Have Skills: Proficiency in SAP Fieldglass Contingent Workforce. Strong understanding of software development lifecycle. Experience in designing and developing applications using SAP technologies. Knowledge of integration techniques and tools. Hands-on experience in troubleshooting and problem-solving in software development. Additional Information: The candidate should have a minimum of 5 years of experience in SAP Fieldglass Contingent Workforce. This position is based at our Hyderabad office. A 15 years full-time education is required. Qualification 15 years full time education

Job Title : Manager Workforce Management (WFM) Location : Bangalore / Pune, India Experience : 9 to 14 years Employment Type : Full-Time Job Overview: As the Manager – Workforce Management (WFM) , you will leverage your expertise in WFM solutions, specifically UKG Kronos , to provide high-impact assessments, advisory services, and implementation support to our clients. You will be responsible for managing client relationships, delivering key WFM solutions, and leading a team across multiple projects. This role requires a deep understanding of workforce management processes, technology implementation, and client needs. Key Responsibilities: Client Engagement : Lead client-facing discussions, manage relationships, and ensure that WFM solutions meet the client’s needs and objectives. Act as the key point of contact for clients during assessments, advisory sessions, and solution implementations. WFM Solutions Implementation : Oversee the successful implementation of UKG Kronos WFM solutions, ensuring alignment with client requirements, timeline, and budget. Collaborate with cross-functional teams to design, configure, and deploy WFM systems. Advisory & Consulting : Provide expert guidance to clients on best practices in WFM, including time and attendance, scheduling, labor forecasting, and analytics. Offer strategic insights for optimizing workforce efficiency and productivity. Assessment & Analysis : Conduct thorough assessments of existing WFM processes and systems, identify gaps, and recommend improvements. Deliver actionable insights to clients on how to enhance their workforce management practices. Project Management : Manage multiple WFM projects from start to finish, including scoping, resource planning, risk management, and delivering results within agreed-upon timelines. Ensure project milestones are met and client satisfaction is achieved. Team Leadership : Lead a team of WFM consultants and implementation specialists, ensuring effective collaboration, knowledge sharing, and achievement of team objectives. Provide mentorship and guidance to junior team members. Continuous Improvement : Stay up-to-date with the latest trends and advancements in WFM technology and practices. Contribute to the development and improvement of internal methodologies and tools. Quality Assurance : Ensure that the solutions delivered are of the highest quality, meet client expectations, and comply with industry standards. Qualifications and Skills: Experience : 9 to 14 years of experience in Workforce Management (WFM), with a strong focus on UKG Kronos implementation, advisory, and assessments. Proven experience in leading WFM projects and managing client relationships. Education : Bachelor’s degree in Business, Engineering, Computer Science, or a related field. Master’s degree is a plus. Technical Skills : Expertise in UKG Kronos (Timekeeping, Scheduling, Labor Management, Workforce Analytics). Hands-on experience with WFM system configuration, deployment, and optimization. Familiarity with related WFM tools, processes, and methodologies. Competencies : Strong problem-solving skills, with the ability to analyze complex issues and recommend practical solutions. Excellent client-facing communication skills and the ability to present complex WFM concepts to both technical and non-technical stakeholders. Proven project management skills, with experience in managing large, complex implementations. Deep knowledge of WFM best practices, including labor forecasting, scheduling, time and attendance, and workforce analytics. Strong leadership and team management skills. Certifications (Optional but Preferred): UKG Kronos certifications or training. PMP (Project Management Professional) or similar certifications. Preferred Qualifications: Experience with other WFM solutions is a plus (e.g., ADP, SAP, or Workday). Experience in process optimization and change management within WFM. Ability to work in a high-paced, client-driven environment and manage multiple projects simultaneously. If you are a seasoned WFM professional with a deep understanding of UKG Kronos , and you are passionate about leading projects that drive meaningful client outcomes, we encourage you to apply. Apply Now !

More Than 2 years exp into RTA WFM Knowledge of Shrinkage, Attrition, service level calculation, KPI Monitoring, Occupancy calculation. International Process Voice/chat Mandatory from BPO Background Permanent WAHA From Home opportunity Female Candidates Preference

About the Job Were looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments. As Real Time Analyst, You Will Evaluate large amounts of data Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members Adjust staffing and scheduling according to changing needs of the business Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients Monitor schedules and escalate issues regarding attendance adherence Work with team members to ensure they know their statistics related to the schedule As Real Time Analyst, You Have High school diploma or equivalent (required) Some post-secondary or completion of post-secondary schooling (preferred) Good communication skills Advanced knowledge of MS Word and Excel Adaptability to learn a variety of software programs A high level of accuracy with regards to data entry Strong analytical and problem solving skills Willingness to learn and adapt to working in a new environment The ability to multitask and self-manage your work day Please share CV at shaik.abdullah02@intouchcx.com or abdulmohammed.kaleem@intouchcx.com

About the Job We are looking for a knowledgeable and experienced NICE IEX Administrator to join our team. The ideal candidate will be responsible for the administration and management of the NICE IEX platform, ensuring optimal performance and reliability. This role requires strong database management skills and the ability to work collaboratively with various departments to support operational needs. As NICE IEX Administrator, You Will Administer and maintain the NICE IEX platform, including user access, system configurations, and performance monitoring. Troubleshoot and resolve issues related to the NICE IEX system and interfaces. Manage and maintain databases related to NICE IEX, ensuring data integrity, security, and accessibility. Perform data extraction, transformation, and loading (ETL) processes to support reporting and analysis. Develop and implement backup and recovery plans to safeguard data. Generate reports and dashboards using NICE IEX data to support operational decision-making. Collaborate with stakeholders to understand reporting needs and provide insights from data analysis. Identify opportunities for process optimization and automation within the NICE IEX platform. Implement best practices for system usage and data management. As NICE IEX Administrator, You Need Bachelors degree in Computer Science, Information Technology, or a related field. Proven experience as a NICE IEX Administrator or in a similar role. Strong experience with database management and data analysis. Proficiency in NICE IEX software and related tools. Knowledge of scripting languages (e.g., SQL, Python) is a plus. Excellent troubleshooting and problem-solving skills. Strong communication and interpersonal skills to work effectively with cross-functional teams. Please share CV at abdulmohammed.kaleem@intouchcx.com

About Us: At Intouch CX, were revolutionizing how people think about customer service and we need your help! Were looking for a motivated Capacity Planner to join our dynamic Workforce Team . If you're someone who thrives in a fast-paced environment and is passionate about operations and planning, this is your opportunity to make a real impact. Job Description: As a Capacity Planner, you will play a key role in supporting our workforce planning initiatives by managing and optimizing staffing resources. Your main responsibility will be to ensure that staffing levels are aligned with performance goals through effective scheduling, tracking, and real-time adjustment. Key Responsibilities: Oversee day-to-day workforce management activities Manage employee schedules, handle exceptions, and track service levels Monitor key performance indicators (KPIs) to identify trends and take corrective action Maintain and update employee data with a high degree of accuracy Develop new hire schedules and monitor shift availability Prepare and deliver reports by program as required Required Skills and Qualifications: Bachelors degree in Computer Science, Marketing, Communications, Business, or related field (or equivalent work experience) Advanced proficiency in MS Excel, Word, and Outlook High attention to detail and accuracy in data entry Strong analytical and problem-solving abilities Willingness to learn and work in a fast-paced environment Ability to multitask and effectively manage time Experience with WFM tools like Aspect, Teleopti, or Genesys is a strong asset Why Join Us? Opportunity to work with a global leader in customer experience solutions Fast-paced, team-oriented work environment Learning and growth opportunities in a rapidly evolving industry Interested Send your resume to: anushka.sharma01@intouchcx.com

EY- Assurance Staff – Experience Management As part of our EY-Assurance Team, you will be working to ensure effective resource scheduling on scheduling tools, considering resource management guidelines, processes and protocols. The opportunity We’re looking for candidates with knowledge and capability in terms of managing resources / manpower using different resource management and deployment tools within EY GDS Assurance. Your key responsibilities Timely updation of resource schedules on scheduling tools (ARMS/Retain) Timely review and resolution of scheduling conflicts. Proactive review of resource availability /resource requirements. Mailbox management and fulfilling the scheduling requests coming through mails in defined TAT. Optimization of resource utilization through effective schedule management. Basic reporting and analysis. Skills and attributes for success Good verbal and written communication skills. Basic knowledge of MS Excel. Excellent teaming and interpersonal skills. Positive attitude and ability to excel under tight timelines. To qualify for the role, you must have Graduates with 1-3 years of relevant resource management/workforce management / exposure in General Operations with strong acumen in resource management preferred. Ideally, you’ll also have Basis knowledge on MS – Excel Ms - Office Interest in business and commerciality.

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

Role & responsibilities Position: MIS & RTM Sr Executive -WFM Job Type: Full Time Location: Gurgaon Starting Date: Immediate Key Responsibilities Mentor Team Members and guide them to achieve RTM efficiency. Analyze the day to day process health and report deviations to F&S for immediate action. Seat Utilization. Prepare daily/weekly/monthly reports and dashboards. Analyze the reports and inform stakeholders about corrective actions. Clarify key metrics like SL/Abandon/AHT/ASA/Occupancy/Utilization to Ops/Team members as and when required. Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting. Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources. Work with training and operations to coordinate multi-skill training for existing agents. Oversee short-term workload forecasting. Oversee proactive scheduling of discretionary activities such as training, meetings & Overtime. Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements. Responsible for maximizing efficiency and occupancy while meeting service objectives. Oversee analysis and reporting of employee performance including schedule adherence. Recognizes and recommends operational and support improvements. Perform other duties and assignments as directed. Preferred candidate profile Minimum 2 year experience on Avaya/Nortel/ Any other ACD on reporting. Minimum 2 year experience on Erlang C, IEX, Blue Pumpkin, Aspect. Knowledge of Advanced Excel/VB/Macro. Understanding of BPO operations in terms Telecom/Sales/Tech Support. Thorough understanding of ACD/Raw dump/Avaya CMS. Ability to perform with minimal supervision. Ability to do multi-tasking. Willing to upgrade oneself when required Should be open to rotational shift. Interested candidate can DM or contact at 8851949919 or email at naincy.malik@nirvasa.com