1075 Wfm Jobs - Page 42

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

Key Responsibilities Reporting Develop and maintain regular WFM reports to provide insights into key performance indicators (KPIs), including adherence, occupancy, and service levels. Analyze data to identify trends, patterns, and areas for improvement. Prepare ad-hoc reports as requested by management. Ensure accuracy and timeliness of all reports distributed to stakeholders. Collaborate with other departments to gather data and ensure comprehensive reporting. Staffing Manage the scheduling process to ensure optimal staffing levels and meet business needs. Monitor real-time staffing levels and make adjustments as necessary. Forecast staffing needs based on historical data and anticipated call volumes. Coordinate with recruitment to address staffing gaps. Develop and implement strategies to improve workforce efficiency and productivity. Qualifications Education and Experience Bachelors degree in Business, Statistics, or a related field. 5 to 6 years of experience in workforce management, preferably in a call center environment. Proficiency in WFM software such as Aspect, Verint, or NICE Strong analytical skills and experience with data analysis tools like Excel, SQL, or Power BI. Excellent organizational and multitasking abilities. Strong written and verbal communication skills. Skills and Competencies Attention to detail and a high degree of accuracy in reporting and analysis. Ability to work under pressure and meet tight deadlines. Strong problem-solving skills and the ability to make data-driven decisions. Excellent team player with the ability to work independently.

Preferred candidate profile Extensive experience in Capacity Planning and Forecasting Strong in leadership role on a global set up Experience in working in WFM and/or in the BPO/Contact Centre Industry: A solid understanding of applicable performance metrics and data is necessary Working knowledge and technical understanding of WFM principles and calculations: This includes capacity planning, forecasting, and scheduling Excellent oral and communication Should be having team handling on papers US night shifts Package upto 14 LPA For more details, contact on below Chhavi Bhatt 8955611211 Chhavi.bhatt@manningconsulting.in

Req ID: 317975 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Kronos Developer to join our team in Bangalore, Karnataka (IN-KA), India (IN) Excellent expertise in Kronos UKG Platform Experience in PeS – Interface Flow , Move IT Jobs & functionalities., Scheduled Jobs. SFTP Understanding. Business Org structure. (SBG/SBU.) Time & Attendance Concepts Time administration. Time & Attendance devices concepts. (Clocks, Groups ) SQL Knowledge. UKG Platform Navigation Ready Central Dimensions Service Now reporting (Tracking & managing Requests). About NTT DATA NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies.Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us atus.nttdata.com NTT DATA endeavors to make https://us.nttdata.comaccessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here. Job Segment Developer, Information Technology, Programmer, SQL, Database, Technology

We are Hiring for our WFM Team Designation 1 : Process Manager WFM MIS India- Chandigarh Shift Timings - Flexible (24*7) 5 Days working - (Rotational Week Offs) Specialism : WFM MIS in BPO Minimum Exp - 7 Year Experience in WFM MIS (ONLY BPO WFM profile will be considered) WFM Role: - Interaction with Techs in the field to provide them with real-time support - Checking status of services on account in diagnostic tools - Good Knowledge of agent scheduling and on floor staffing activity planning - Should be able to coordinate with operations Managers and Leads - Communicate effectively and close looping with the 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 - Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc. - Keep a track of all technicians with regards to the jobs assigned to them - Prepare Agent schedules and Daily adherence plans - Prepare various Ops production reports - Perform RTM role independently - Manage Breaks and Resource availability on floor - Audit work orders for accuracy and make corrections if required Minimum Qualification : Any Graduate with the minimum of 6 years of experience in leading WFM Team BPO. Please share Cv's on Shilpam.01@eclerx.com or call 9999641605

About Nirvasa We are Indias first multispeciality digital health clinic. More than 8 million patients across India feel empowered with Nirvasas end-to-end digital healthcare platform. Nirvasa has been at the forefront of transforming primary healthcare digitally by enabling patients to receive accurate, comprehensive, and customised treatments and care. We believe in a holistic approach to wellbeing that combines the power of four : prescribed by doctors, powered by ayurveda, backed by modern medicine, and supported by good nutrition. With more than 200 doctors and health experts across 5 specialties offering 23 personalised treatments , we assure each of our patients receives ongoing care throughout the journey. Website: www.nirvasa.com Instagram: www.instagram.com/nirvasa_official Linkedin: www.linkedin.com/company/nirvasa-digital-health-clinic Job Purpose Title: WFM – MIS Executive Reports to: Team Leader/Manager Based at: Call Centre Background Position Summary The MIS Executive in the Workforce Management Department plays a crucial role in supporting the team's operational efficiency by managing and analysing data related to workforce planning, scheduling, and performance. As an MIS Executive, you will be responsible for generating insightful reports, maintaining databases, and providing data-driven recommendations to optimize the organization's workforce and meet its performance targets. Job Description Time and Attendance, Absence and Leave Management report. Create all Historical dashboard auto made using MS excel or VBA. Creating monthly Scorecard/Incentive report Team/Manager/Department wise. Creating MIS reports and conditional report as per requirement Creating Performance report daily/ weekly / monthly reports. Performing business analysis report using MS Excel or Power BI tool. Maintain employee information details. Making folders of different projects and formatting the data. Ability to coordinate and manage activities with teams and departments. Proficient in making dashboard and PPT. Understanding on late login and early logout report. Good understanding on schedule preparation. Good command on data reading and understand the historical data. Desired Skills and Experience Minimum 3 years’ experience on Avaya/NGUCC/Nortel/ Any other Dialler & ACD reporting & Tool. Bachelor's degree in Business Administration, Mathematics, Statistics, or a related field. Proven experience as an MIS Executive or in a similar data analysis role, preferably in a contact centre or workforce management environment. Proficiency in data analysis tools such as Microsoft Excel, SQL, Power BI or other statistical software. Strong analytical skills with the ability to interpret complex data sets and draw actionable conclusions. Detail-oriented with a focus on data accuracy and quality. Excellent communication skills to present data and insights effectively to stakeholders and management. Familiarity with workforce management software and tools is a plus. Ability to handle multiple tasks and meet deadlines in a fast-paced environment. Strong problem-solving skills and a proactive approach to resolving issues. A team player with the ability to collaborate effectively with cross-functional teams Flexibility to work in rotational shifts, including weekends and holidays, as call centre operations may require Professional Qualifications Relevant graduate or master's degree from a reputed institution

Urgent hiring for one of CMMi5 client for Kronos Technical. Exp: 3-9 Yrs Mode: Hybrid Job Description: Kronos technical 6 years of experience in Kronos WorkForce Central v7 x v8 x Strong hands on experience in Configuration and Customization of WFC building blocks WIM Workforce Integration Manager Must have strong hands on experience in Workforce Attendance configurations and their related system settings Must have worked on and maintained Kronos Pay Policies building blocks Accrual building blocks and Activity setup Must know Employment terms Employee self service Org Setup Basic and Advanced Scheduler and Common setup Must have the ability to configure Workforce Device Manager building blocks and troubleshoot 4500 InTouch Kronos clocks Will be responsible for Monitoring and troubleshooting all upstream and downstream WIM interfaces to the Kronos application Should be able to write and debug SQL queries and procedures Provide day to day support on incidents that are disrupting normal business operation on time Possess good analytical and problem solving skills Experienced in customer handling and with ITIL process Support do proactive problem management contribute to Continuous improvement Identify opportunities for automation Coordinate with the automation team Should have good verbal and written communication Should be ready to work in shifts S2 and S3 If interested with the above position kindly share your updated resume to sharmila.g@spstaffing.in

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

Required Experience 5 - 7 Years Skills NA img {max-height240px;} About the job Business Development - Property Acquisition (Offline Store Expansion) Hiring Designation Assistant Manger / Manager Openings Pune Job description-Business Development Role Responsible for identifying suitable commercial retail properties for opening new Lenskart stores in their respective region. Retail property search management, coordinating with key partners like property developers, landlords, project consultants, property brokers. Location & Catchment Analysis of New Store Locations & Negotiating, acquiring and finalizing new properties. Negotiating final rentals, Landlord Scope of Works etc. Liaising legal due diligence and paperwork involved in signing & acquiring. Coordination with various department internally till store launch. Develop and maintain a pipeline of growth opportunities, both organic growth and acquisitions. Job Requirements : Any Graduate with 8 - 15 years relevant experience can apply on the role & Travel is mandatory. Relevant experience in Store Operations or Business Development in Property Acquisition is preferred. Must have completed graduation in any field Frequent travel is a mandatory aspect of this role. A proactive and positive approach is essential , Good negotiation skills, Entrepreneurial thinking mindsetSelf-motivated and self-directed with an ability to think innovatively. Passion for ResultsHigh degree of commitment and drive to achieve goals. Superior analytical, evaluative, and problem--solving abilities. High degree of personal integrity and strong ability to work collaboratively and effectively in a fast-paced, flexible, team based environment. Needs good knowledge of Microsoft PowerPoint. Desired Skills and Experience Property acquisition , Site acquisition, land acquisition Sign in to apply Share this job

About The Role 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. Specialism- KYC, AML, Due Diligence APM Roles & responsibilities: Specialism - KYC, AML, Due Diligence As part of our KYC leadership team, you will be directly working with clients to understand long term strategic and mid-term business goals. This role will include the understanding and implementation of KYC lifecycle. You will be able to lead, understand and manage end to end KYC process with basics, KYC review, periodic refresh and remediation. The ideal candidate should possess strong business understanding of finance industry with special focus on KYC lifecycle, AML, Due Diligence, periodic refresh, KYC review, and remediation. He/She should have complete knowledge on ultimate beneficiary ownership, source of fund/income, PEP reviews, negative alert review, and sanctioned countries. He/She should be good with numbers and ability to derive information from data with excellent multi-tasking and creative problem solving. He/She should have strong capabilities in PowerPoint, MS Word and MS Excel. Independently handle clients and client calls"“ establish self as a valued partner Escalate issues to client and internal managers to bring issues to their attention in a short span of time to avoid client escalation Build domain expertise and lead from the front. Help knowledge management endeavour by sharing process knowledge and best practices within the teams "‹"‹"‹"‹"‹"‹"‹Functional & Technical Skills: Graduation (Bcom, BBA, BBM, BCA) / Post Graduation (Mcom, MBA, PGDM) 3 to 5 years of experience in handling team of minimum 10 members and has good experience and knowledge of KYC, AML, Due Diligence. Should be able to understand, manage and calculate risks. Should be good with logical and quantitative abilities.

About The Role 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. Specialism- KYC, AML, Due Diligence APM Roles & responsibilities: Specialism - KYC, AML, Due Diligence As part of our KYC leadership team, you will be directly working with clients to understand long term strategic and mid-term business goals. This role will include the understanding and implementation of KYC lifecycle. You will be able to lead, understand and manage end to end KYC process with basics, KYC review, periodic refresh and remediation. The ideal candidate should possess strong business understanding of finance industry with special focus on KYC lifecycle, AML, Due Diligence, periodic refresh, KYC review, and remediation. He/She should have complete knowledge on ultimate beneficiary ownership, source of fund/income, PEP reviews, negative alert review, and sanctioned countries. He/She should be good with numbers and ability to derive information from data with excellent multi-tasking and creative problem solving. He/She should have strong capabilities in PowerPoint, MS Word and MS Excel. Independently handle clients and client calls"“ establish self as a valued partner Escalate issues to client and internal managers to bring issues to their attention in a short span of time to avoid client escalation Build domain expertise and lead from the front. Help knowledge management endeavour by sharing process knowledge and best practices within the teams "‹"‹"‹"‹"‹"‹"‹Functional & Technical Skills: Graduation (Bcom, BBA, BBM, BCA) / Post Graduation (Mcom, MBA, PGDM) 3 to 5 years of experience in handling team of minimum 10 members and has good experience and knowledge of KYC, AML, Due Diligence. Should be able to understand, manage and calculate risks. Should be good with logical and quantitative abilities.

About The Role Voice 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: 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

About The Role 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.

About The Role 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. Senior Analyst Role & Responsibilities: eClerx Fund planning, cash and liquidity management Managing eClerx Investments with focus on safety, liquidity and returns and ongoing portfolio risk management eClerx derivative operations Ongoing review of eClerx hedge model Mix of hedge instruments to use (forwards, options or structures) Booking, Confirmations and Settlement of hedges Manage banking relationships Ensure smooth conduct of all banking operations (hedge booking, settlements, fund transfers, payables, Credit Card facilities, corporate actions etc.) Optimize bank charges across regular business activities and corporate actions by working closely with banks and introducing appropriate competition. Ensure compliance with RBI guidelines on current accounts for seamless continuity of banking operations. Required Knowledge and skills: Strong understanding of Finance for Treasury roles. Ability to understand and work with software systems and also deploy new software tools (both in-house and industry) to improve automation, productivity and effectiveness Proficient with Excel and PowerPoint Strong execution skills Self-starter and highly motivated Good presentation and communication skills and comfortable presenting at senior levels Good analytical skills with ability to interpret and use data to improve existing processes

About The Role 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

About The Role What will you do? The ideal candidate will have strong communication skills, as well as the ability to analyze data from various sources and synthesize findings into actionable recommendations for key stakeholders, highlighting areas for improvement and any concerns. He/she must be able to work collaboratively with cross-functional teams to execute tasks within defined timeframes while maintaining superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. What are your Key Responsibilities? Be a part of the operations team working on Monitoring and Reporting on various platforms with base technical / network knowledge Work on different tools which will help to identify Customer experience monitoring Handle troubleshooting on server issue & front end issues Conduct extensive quality check while executing client request Interact with client stakeholders to understand the customer impact and severity of issue Create report on daily and weekly basis on alerts observed on different Dashboard Help to create documentation on new projects an get trained on different activities Handle daily hands-on on execution (Platform monitored, Alert Handled, Issues Drilled & reports created) using various platform and excel / PPT Interact with client stakeholders for validation What Skills you should have? Strong proficiency in MS Office, especially MS Excel and PPT Development skills will be an added advantage. Technical and Network knowledge will be helpful for troubleshooting on server. If this sounds like you then you are our kind of person You have completed a Bachelors Degree.

About The Role What will you do? The ideal candidate will have strong communication skills, as well as the ability to analyze data from various sources and synthesize findings into actionable recommendations for key stakeholders, highlighting areas for improvement and any concerns. He/she must be able to work collaboratively with cross-functional teams to execute tasks within defined timeframes while maintaining superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. What are your Key Responsibilities? Be a part of the operations team working on Monitoring and Reporting on various platforms with base technical / network knowledge Work on different tools which will help to identify Customer experience monitoring Handle troubleshooting on server issue & front end issues Conduct extensive quality check while executing client request Interact with client stakeholders to understand the customer impact and severity of issue Create report on daily and weekly basis on alerts observed on different Dashboard Help to create documentation on new projects an get trained on different activities Handle daily hands-on on execution (Platform monitored, Alert Handled, Issues Drilled & reports created) using various platform and excel / PPT Interact with client stakeholders for validation What Skills you should have? Strong proficiency in MS Office, especially MS Excel and PPT Development skills will be an added advantage. Technical and Network knowledge will be helpful for troubleshooting on server. If this sounds like you then you are our kind of person You have completed a Bachelors Degree.

About The Role We are looking at an Analyst who will be responsible for setting up touchpoints [banners] in customer accounts when they sign in/out of their accounts basis inputs and instructions from the client marketing team. Will give you an insight into how digital marketing is performed across other channel operations within the client organization. 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. Onsite Ops Analyst Roles and Responsibilities: Set up onsite touchpoint banners using client provided tool Perform relevant banner to segment mapping basis guidance from data segmentation team Client coordination and end-to-end management of assigned campaigns Performing QA and consulting client for assigned campaigns Provide requisite touchpoint reporting basis requests from marketers/stakeholders concerning banner performance (impressions) Technical and Functional Skills: Bachelor's degree in any field Proficient in all Microsoft Office applications

About The Role eClerx is hiring a Product Data Management Analyst who will work within our Product Data Management team to help our customers enhance online product data quality for Electrical, Mechanical & Electronics products. It will also involve creating technical specifications and product descriptions for online presentation. The candidate will also be working on consultancy projects on redesigning e-commerce customers website taxonomy and navigation. 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. Apprentice_Analyst Roles and responsibilities: Data enrichment/gap fill, standardization, normalization, and categorization of online and offline product data via research through different sources like internet, specific websites, database, etc. Data quality check and correction Data profiling and reporting (basic) Email communication with the client on request acknowledgment, project status and response on queries Help customers in enhancing their product data quality (electrical, mechanical, electronics) from the technical specification and description perspective Provide technical consulting to the customer category managers around the industry best practices of product data enhancement Technical and Functional Skills: Bachelors Degree in Engineering from Electrical, Mechanical OR Electronics stream Excellent technical knowledge of engineering products (Pumps, motors, HVAC, Plumbing, etc.) and technical specifications Intermediate knowledge of MS Office/Internet.

About The Role 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. Senior Analyst Roles & responsibilities Should have understanding of brokerage activities such as trade matching, invoice reconciliation, GMI rate update, trade affirmation on electronic platform, SSI update etc. Should have understanding of brokerage fee calculation and rate card review/update Should have working knowledge of electronic platforms such as Atlantis, GMI etc. Should have basic product knowledge for Fixed Income, Equity Swaps, Equity Options, FX Forward, FX Options Should able to communicate effectively with global counterparties and trade support groups to confirm settlement amount /resolve discrepancies & breaks Should have experience in either of these - LD brokerage, OTC Brokerage or electronic brokerage Ability to work under pressure to manage multiple deadlines & cut-offs throughout the day Should have hands on experience on Excel (Basic as well as Advance) Shift time - General11:00 AM - 8:00 PM Functional & Technical Skills: Minimum Academic Qualifications Graduation (B.Com./BBA/BBM/BCA) / Post Graduation (CA/M.Com./MBA/MCA/PGDM) Experience Span 2 to 3 years of experience in manual brokerage or electronic brokerage platforms such as Atlantis, GMI etc. and an overall experience of 2-4 years years Financial Products Knowhow Commodity swaps, Equity Swaps, Equity Options, Credit Default Swaps, IRS etc. Tools/industry utilities Preferred hands-on & understanding of Atlantis (FIA Tech), DTCC, GMI etc.

About The Role 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. Senior 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 with2 to 3 years of experience in digital marketing space Basic HTML/CSS/SQL Eye for detail to assist in audits English communication skills

About The Role Shift Timings - Flexible (24*7) The ideal candidate should have the ability to quickly and efficiently assimilate process knowledge and be good at problem-solving and root cause analysis. They must be professional in conduct/behavior, appearance and communication. An understanding of web technology and cable setup is necessary. They must possess the ability to analyse information and evaluate results to choose the best solution and solve problems. He/she needs to have the ability to adapt to perpetual changes as per business needs and reliability in terms of attendance and timing is necessary. 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. WFM ProcessResponsibilities Good Knowledge of agent scheduling and on floor staffing activity planning Should be able to coordinate with operations Managers and Leads Communicate effectively and close looping with the operations in case of observations Updating status in internal as well as client tools Meet process expectations with high-quality standards and adherence to SLAs Sense of ownership to complete the task satisfactorily Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc. Prepare Agent schedules and Daily adherence plans Prepare various Ops production reports Perform RTM role independently Manage Breaks and Resource availability on the floor

About The Role 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. Senior Analyst Roles & responsibilities: Should have understanding of brokerage activities such as trade matching, invoice reconciliation, GMI rate update, trade affirmation on electronic platform, SSI update etc. Should have understanding of brokerage fee calculation and rate card review/update Should have working knowledge of electronic platforms such as Atlantis, GMI etc. Should have basic product knowledge for Fixed Income, Equity Swaps, Equity Options, FX Forward, FX Options Should able to communicate effectively with global counterparties and trade support groups to confirm settlement amount /resolve discrepancies & breaks Should have experience in either of these - LD brokerage, OTC Brokerage or electronic brokerage Ability to work under pressure to manage multiple deadlines & cut-offs throughout the day Should have hands on experience on Excel (Basic as well as Advance) Shift time - General11:00 AM - 8:00 PM Functional & Technical Skills: Minimum Academic Qualifications Graduation (B.Com./BBA/BBM/BCA) / Post Graduation (CA/M.Com./MBA/MCA/PGDM) Experience Span: 2 to 3 years of experience in manual brokerage or electronic brokerage platforms such as Atlantis, GMI etc. and an overall experience of 2-4 years years Financial Products Knowhow: Commodity swaps, Equity Swaps, Equity Options, Credit Default Swaps, IRS etc. Tools/industry utilities Preferred hands-on & understanding of Atlantis (FIA Tech), DTCC, GMI etc.

About The Role 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. Senior 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 with2 to 3 years of experience in digital marketing space Basic HTML/CSS/SQL Eye for detail to assist in audits English communication skills

About The Role Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs ? Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements ? Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs ? Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks ? Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Retail Banking(Card Operations). Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.