773 Workforce Management Jobs - Page 21

Role is part of the Enterprise Workforce Management team and as part of the strategic leadership team will be responsible for building a dynamic and responsive Workforce Management organization that aligns with evolving client needs and business growth objectives in a competitive business environment. It is an exciting time to join the team as it is in the build phase of developing the set of capabilities, processes, and tools to deliver end-to-end resource management processes across all business units and geographies Key Responsibilities Strategic Leadership Define the vision, roadmap, and operating model for the Talent Supply Chain aligned with business strategy. Build and institutionalize a scalable and agile resource management framework for global delivery operations. Develop and execute resource management strategies aligned with the company s business goals and delivery plans. Drive transformation and change management in the organization with respect to implementing integrated workforce management practices Help build the skill taxonomy and be part of career architecture road map Team Leadership Build, lead, coach, and develop a high-performing Talent supply chain team Foster a culture of responsiveness, ownership, and business partnership within the function. Build succession plans and leadership depth within the resource management organization. Work with the Centers of Excellence to promote Diversity & Inclusion cross our talent supply chain practices. Establish a continuous learning culture within the team to embed learnings and stay ahead of workforce planning trends and tools. Stakeholder Management Be a trusted advisor and engage with senior leadership to understand evolving business needs and align workforce capabilities accordingly. Partner with executive leadership across Delivery, Talent Acquisition, HR, and Finance to ensure integrated workforce planning. Partner with the Practices and act as central point of coordination between delivery, recruitment, learning & development (L&D), and finance teams. Ensure our workforce strategies map to the evolving needs of our customers expectations and market dynamics. Supply-Demand Planning Own the demand forecasting process for resource needs across technology, domain, geography, and experience levels. Drive proactive workforce planning based on sales pipeline, project ramp-ups, attrition trends, and business seasonality. Collaborate with sales, delivery, talent acquisition, and HR teams to ensure proactive workforce planning. Forecast short-term and long-term resource requirements based on business pipeline and delivery demands and help prioritize planning efforts. Include planning for contractors, contingent staff as part of the overall workforce mix. Utilization & Optimization Set enterprise-level utilization goals and lead efforts to maximize billable resource deployment. Monitor resource productivity metrics and drive actions to improve under-utilization, re-skilling, or redeployment. Establish policies for pyramiding, location strategy, and skill mix optimization to improve delivery margin. Develop / leverage AI models to predict utilization trends and recommend optimal staffing strategies. Talent Pool & Internal Fulfilment Create and manage a centralized demand-supply matching engine to reduce fulfilment cycle time. Integrate workforce skilling insights with learning and development teams for supply readiness. Lead bench management initiatives to minimize idle capacity and reduce hiring dependencies. Implement structured cross-skilling, upskilling, and redeployment programs to build internal fulfilment capability. Work with the Centers of Excellence to align internal fulfillment with career development frameworks to boost retention. Technology & Analytics Champion the adoption of workforce management tools and digital dashboards for real-time visibility into demand, supply, and utilization. Drive a data-led culture in the team through advanced analytics, scenario modelling, and decision support systems. Ensure accurate and timely reporting of workforce metrics to CXOs and business leaders. Governance & Compliance Establish governance forums with key business and functional leaders to review fulfillment health, open positions, and risk mitigation. Ensure adherence to internal deployment policies, compliance requirements, and SLAs for resource allocation. Manage cross-border deployment guidelines, visa planning, and onshore-offshore balance for global projects. Ensure workforce planning processes are audit-ready and transparent. Skills & Competencies Strategic and analytical mindset with a hands-on approach Deep understanding of workforce lifecycle and deployment practices Expertise in resource management platforms Excellent stakeholder management and executive communication skills Ability to lead through ambiguity and move the dial through resilience and personal commitment Leadership presence with the ability to influence across a matrix organization Change management and operational transformation experience

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

we are hiring senior manager WFM for Pune location . Shift Timings - Flexible (24*7) Role Overview: Provide leadership and management to program staff and the primary care sector as it relates to workforce development. Contribute strategic development and partnerships relating to workforce development Provide leadership for the development of a workforce strategy Provide advice to internal stakeholders relating to workforce development Required Skills and Experience: Demonstrated people management experience. Experience working in the BPO industry including a sound understanding of the issues facing primary care workforce. Demonstrated ability to lead a project including development of business case, program planning, budgeting, implementation and evaluation. Ability to build, develop and sustain positive partnerships and productive working relationships with all levels of stakeholders (internally and externally), with a commitment to customer service. Stakeholder Management Oversee, manage and monitor Workforce Development activities. In conjunction with the executive management, participate in key stakeholder engagement. Provide strategic direction to program staff to engage stakeholders effectively and develop strong partnerships WFM Process: Responsibilities 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 Contact -Rupali Devlekar E-rupali.devlekar.C@ecler.com M-7678009271

Position: RTA/Workforce Management (Call Center/BPO) Location: Pune 24*7, BPO Job Summary: As an RTA/Workforce Management (WFM/RTA) consultant , you will play a crucial role in optimizing workforce efficiency and ensuring the smooth operation of the workforce management function. You will be responsible for overseeing the forecasting, scheduling, and real-time management activities, as well as providing insights and recommendations for process improvement. Your expertise and leadership will contribute to the achievement of service level goals, client satisfaction, and operational excellence. Key Responsibilities: Workforce Planning and Forecasting: Expert in Managing Service Level and controlling Leakages Forecasting & Scheduling manpower as per business requirement Maintaining and recommending the Manpower requirement to higher management, based on current situation and future requirement Planning and implementing the new projects as per the requirement of the Organization to reduce the cost and maintain the efficiency of work with less number of Manpower Managing cost & quality benefits Involved in Analyzing IVR call log files to determine root cause of production issue, IVR UAT testing and implementation Must be having hands on experience in Capacity Planning, Forecast and Volume Management, Delivery management, Roster, Client Management Must be holding experience in WFM Tools such as IEX / Variant etc. Handling Manpower planning is the key responsibility Utilize historical data, industry trends, and forecasting techniques to accurately predict call volumes, chat volumes, or any other relevant workload parameter. Collaborate with operational teams and clients to gather necessary information for workforce planning. Develop staffing models and create long-term, mid-term, and short-term forecasts to optimize resource allocation and ensure service level goals are met. Scheduling and Shift Management: Oversee the creation of staffing schedules that align with forecasted workloads, client requirements, and service level agreements. Ensure optimal shift patterns, breaks, and rotations to maximize workforce productivity and efficiency. Monitor adherence to schedules, identify gaps or issues, and provide timely resolutions to maintain optimal staffing levels. Real-Time Management and Monitoring: Continuously monitor real-time performance and make immediate adjustments to schedules to address unforeseen staffing shortages, overages, or service level deviations. Implement strategies to mitigate potential issues, such as adjusting breaks, reallocating resources, or initiating overtime as needed. Maintain constant communication with operational teams to ensure smooth execution of staffing plans and resolve any real-time challenges. Reporting and Analysis: Generate regular reports and analyze workforce data, including forecasting accuracy, scheduling efficiency, adherence metrics, and other key performance indicators. Identify trends, patterns, and areas of improvement to optimize workforce utilization and enhance operational efficiency. Provide insights and recommendations based on data analysis to stakeholders for process improvement, staffing adjustments, and overall workforce optimization. Team Management and Leadership: Foster a positive and collaborative team culture, encouraging knowledge sharing, best practices, and continuous improvement. Conduct regular performance evaluations, set goals, and provide feedback to drive individual and team performance. Stakeholder Collaboration: Collaborate with cross-functional teams, including operations, recruitment, training, and quality assurance, to align workforce plans with business objectives. Engage with clients and internal stakeholders to understand their workforce requirements, address concerns, and provide updates on workforce management activities. Act as a trusted advisor to senior management, providing insights, recommendations, and strategic guidance related to workforce management. Qualifications and Skills: Bachelor's degree in Business Administration, Operations Management, or a related field (or equivalent work experience). Proven experience in workforce management or related roles within a BPO environment, with at least 2 years of experience. Strong analytical and problem-solving skills, with the ability to work with large data sets and derive meaningful insights. Proficiency in using workforce management software, such as Aspect, Verint, or similar tools. Excellent communication skills, both verbal and written, with the ability to present complex information in a clear and concise manner. Strong organizational skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment. Detail-oriented and proactive mindset, with a focus on continuous improvement and operational excellence. Ability to lead and motivate a team, fostering a positive and collaborative work environment. Knowledge of BPO industry operations, metrics, and service level requirements. Ability to build effective About IGT IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing end-to-end CX journeys across Travel and High Growth Tech industries. Established in 1998, with 100% focus on customer experience, IGT employs more than 25,000 customer experience and technology specialists providing services to 75 marquee customers globally. IGTs global footprint consists of 30 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Spain, Colombia and the USA. IGT is ISO 27001:2013, CMMI SVC Level 5 and ISAE-3402 compliant for IT, and COPC, Certified v6.0, ISO 27001:2013 and PCI DSS 3.2 certified for BPO processes. The organization follows Six Sigma rigor for process improvements. Disclaimer : It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds I nterested candidates can share their cv at sonam.singh1@igtsolutions.com contact no- 9953150816

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

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

Your responsibilities include but not limited to: Business Transformation - You will be responsible for driving cross-functional collaboration at various levels within the center by driving key programs You will be responsible to work with research/consultancy firms and bring in best processes from industry in managing the technology centers You will have to partner with other VCG Tech teams, executives and FP&A to develop and maintain expense and capital budgets for current and future years. Preparing and providing accurate financial updates, including overtime reports, headcount, time reporting, open purchase order reports, monthly budget updates, requisitions, prepaid files, variance analysis, and more. Ensure timely reporting in all required areas. Collaborating with the team to identify opportunities for process and reporting automations Developing strategies to reduce manual work and allocate resources to higher-value activities. Fostering strong business relationships between US and India by partnering with both India and US-based teams. Planning & execution of end-to-end workforce planning, including the facilitation of stakeholder meetings, data analysis, and the creation of compelling recommendations to communicate key findings Accountable for the Strategic Workforce Planning process for each business unit & at the enterprise level to identify synergies and themes Plan the allocation & deployment of resources across appropriate engagements based on business demand and individual skills, experience and developmental opportunities Collaborate with senior leaders, HRBPs, Talent Management, and Diversity Leads to integrate workforce planning goals and to reconcile workforce plans Collaborating with multiple stakeholders to gather data, brainstorm multiple options and make recommendations Providing insights and recommendations to the senior leadership team, based on qualitative and quantitative research Strategic Roadmap: Develop and maintain a roadmap of initiatives that aligns with the organizations strategic goals and evolving industry trends Knowledge Management: Compiling the results of research and organizing them for reusability What were looking for... Ability to bring in discipline and execution focus to the VZI priorities by setting up program management frameworks, governance and reporting structures, measurement KPIs, review cadence etc. Ability to design and implement strategic and workforce planning for a large scale organization, with guidance from Senior leaders. Ability to design and conduct complex quantitative & qualitative analyses to identify trends in workforce management Experience in creating & tracking core strategic workforce planning metrics and relevant scorecards to contribute to the evaluation of the SWP process A go-getter with a strong sense of ownership and accountability Strong ability to multitask, prioritize, work independently and drive issues to resolutions Experience working in cross-functional teams and ability to influence without authority Excellent communication skills - spoken and presentation(decks, insights etc.) skills. Youll need to have: Bachelor's degree or two or more years of work experience. Experience in working closely with Leaders and other key support functions in forming collaborative teams that help execute the Organization priorities Experience in creating a strategic workforce forecast and plan including scenario planning, modeling, conducting environmental scan, performing gap analysis, and monitoring and evaluating workforce plan progress Experience in Finance governance, managing budgets, capital, expenditures. Experience in research and benchmarking (internal/external) on key capabilities to determine recommendations for workforce planning Experience in creating program plans and crafting presentations for senior executives. Experience working in a matrix organization and to drive results at all levels, regardless of reporting structures. Excellent verbal and written communication skills and are comfortable in working up and across the organization Confidence to voice well-informed, dissenting opinions, yet always treat others and their views with respect Excellent stakeholder management skills Even better if you have one or more of the following: Masters degree, preferably in Business Administration/ Management studies Ability to translate complex ideas and express them in concise, simple to understand ways Comfortable working across all levels of an organization

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

Key Responsibilities: 1. Supervision of Site Activities: o Overseeing the daily operations of construction activities, ensuring that all work is being carried out according to design specifications and safety standards. o Coordinating and managing labor forces, subcontractors, and material suppliers on-site. 2. Quality Control: o Ensuring that the construction work meets the required quality standards and compliance with local building codes and regulations. o Conducting inspections of the work to identify issues and ensuring corrective measures are taken. 3. Safety Management: o Promoting and enforcing safety protocols on-site, conducting safety inspections, and ensuring the team follows safety procedures. o Reporting and investigating any accidents or incidents on-site. 4. Project Documentation: o Keeping accurate records of site activities, progress, material usage, and personnel. o Assisting in the preparation of daily, weekly, or monthly progress reports for the project manager. 5. Resource Management: o Ensuring that all materials, tools, and equipment needed for the project are available and properly maintained. o Managing the workforce and scheduling labor to optimize efficiency. 6. Problem Solving: o Addressing and resolving issues that arise during construction, whether technical, logistical, or personnel-related. o Communicating and liaising with engineers, architects, and project managers to resolve problems and keep the project on track. Skills Required: Technical Knowledge: Understanding of civil engineering principles, construction methods, and building codes. Leadership Skills: Ability to manage and motivate workers and subcontractors. Communication Skills: Ability to communicate effectively with workers, contractors, engineers, and clients. Problem-Solving Abilities: Ability to address challenges quickly and efficiently. Time Management: Ensuring the project stays on schedule and within budget. Qualifications: Typically, a Civil Site Supervisor has a background in civil engineering or construction management. This could include: A degree or diploma in civil engineering or construction-related fields. Several years of experience working on construction sites, particularly in roles like site engineer or foreman. Certifications or training in construction safety (e.g., OSHA or equivalent). A Civil Site Supervisor plays a crucial role in the successful completion of civil engineering projects such as roads, bridges, buildings, drainage systems, and other infrastructure projects.

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years Language - Ability: English(International) - Expert About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for Workforce AnalyticsWorkforce Experience AnalyticsAbility to perform under pressureAbility to work well in a teamAdaptable and flexibleAgility for quick learningWritten and verbal communicationMicrosoft ExcelMicrosoft PowerPoint Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

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

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

KARMA STAFF DEHRADUN JOB DESCRIPTION Job Title: General Manager Job Location: Dehradun Job Type: Full-Time Salary: Rs 60-80K/month with an opportunity to earn a monthly bonus Job Description : Karma Staff is a leading provider of staffing solutions in Dehradun, dedicated to delivering exceptional service to our clients in the USA. It is an initiative to educate and train people, and then provide jobs that are both personally fulfilling and professionally rewarding with a goal to uplift the community. We pride ourselves on our commitment to excellence and our ability to meet the unique needs of our clients. We are seeking an experienced and dynamic General Manager to lead our BPO/KPO operations. The ideal candidate will be responsible for overseeing daily operations, managing client relationships, ensuring financial performance, and driving strategic initiatives to achieve business goals. The General Manager will also take direct reports from the onboarding team, retention team, client services, recruitment, sales team, and booking. Key Responsibilities : Operational Management : Oversee daily operations to ensure efficiency and effectiveness. Manage resources and streamline processes. Ensure compliance with industry standards and regulations. Client Relationship Management : Build and maintain strong relationships with clients. Understand client needs and ensure service delivery meets expectations. Address client issues and concerns promptly. Financial Management : Manage budgets and control costs. Ensure financial targets are met. Conduct financial planning, analysis, and reporting. Oversee profit and loss management to ensure the financial health of the organization. Team Leadership : Lead and motivate a diverse team. Handle recruitment, training, and performance management. Foster a positive work environment. Take direct reports from the onboarding team, retention team, client services, recruitment, sales team, and booking. Strategic Planning : Develop and implement business strategies to drive growth. Conduct market analysis and identify opportunities for expansion. Set long-term goals and objectives. Quality Assurance : Ensure high standards of service quality. Implement quality control measures and conduct regular audits. Continuously improve processes. Risk Management : Identify and mitigate business risks. Develop risk management plans. Ensure compliance with legal and regulatory requirements. Customer Satisfaction : Deliver exceptional service to ensure high levels of customer satisfaction. Address customer feedback effectively. Qualifications : Master's degree preferred in any discipline, but a Bachelor's degree is mandatory. Proven experience in a senior management role within a BPO/KPO environment. Minimum of 3 to 5 years of Process Manager experience. Strong leadership and team management skills. Excellent client relationship management abilities. Strong organizational and multitasking skills with attention to detail. Proficiency in MS Office and other relevant software. Strong people skills and negotiation skills when required. Solid financial acumen and budget management experience. Strategic thinker with strong analytical skills. Exceptional communication and interpersonal skills. Ability to work in a fast-paced and dynamic environment. Compensation/ Benefits: Competitive salary and benefits package, with a starting monthly salary of 60k to 80k Opportunity to earn a monthly bonus Training provided with a stipend Opportunity to work with a dynamic and growing team Professional development and growth opportunities If you meet these qualifications and are interested in this position, please send your CV today Contact details: [HIDDEN TEXT] Job Type: Full-time Pay: ?60,000.00 - ?80,000.00 per month Benefits: Commuter assistance Health insurance Leave encashment Paid sick time Paid time off Provident Fund Schedule: Monday to Friday Night shift Rotational shift US shift Weekend availability Supplemental Pay: Overtime pay Performance bonus Ability to commute/relocate: Dehradun, Uttarakhand: Reliably commute or planning to relocate before starting work (Required) Education: Master's (Required) Experience: Worked as Operations Manager:3- 5 years (Required) Customer service or client servicing: 3 years (Required) International / US voice process: 3 years (Required) Language: English (Required) Work Location: In person

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

Position: RTA/Workforce Management (Call Center/BPO) Location: Pune 24*7, BPO Job Summary: As an RTA/Workforce Management (WFM/RTA) consultant , you will play a crucial role in optimizing workforce efficiency and ensuring the smooth operation of the workforce management function. You will be responsible for overseeing the forecasting, scheduling, and real-time management activities, as well as providing insights and recommendations for process improvement. Your expertise and leadership will contribute to the achievement of service level goals, client satisfaction, and operational excellence. Key Responsibilities: Workforce Planning and Forecasting: Expert in Managing Service Level and controlling Leakages Forecasting & Scheduling manpower as per business requirement Maintaining and recommending the Manpower requirement to higher management, based on current situation and future requirement Planning and implementing the new projects as per the requirement of the Organization to reduce the cost and maintain the efficiency of work with less number of Manpower Managing cost & quality benefits Involved in Analyzing IVR call log files to determine root cause of production issue, IVR UAT testing and implementation Must be having hands on experience in Capacity Planning, Forecast and Volume Management, Delivery management, Roster, Client Management Must be holding experience in WFM Tools such as IEX / Variant etc. Handling Manpower planning is the key responsibility Utilize historical data, industry trends, and forecasting techniques to accurately predict call volumes, chat volumes, or any other relevant workload parameter. Collaborate with operational teams and clients to gather necessary information for workforce planning. Develop staffing models and create long-term, mid-term, and short-term forecasts to optimize resource allocation and ensure service level goals are met. Scheduling and Shift Management: Oversee the creation of staffing schedules that align with forecasted workloads, client requirements, and service level agreements. Ensure optimal shift patterns, breaks, and rotations to maximize workforce productivity and efficiency. Monitor adherence to schedules, identify gaps or issues, and provide timely resolutions to maintain optimal staffing levels. Real-Time Management and Monitoring: Continuously monitor real-time performance and make immediate adjustments to schedules to address unforeseen staffing shortages, overages, or service level deviations. Implement strategies to mitigate potential issues, such as adjusting breaks, reallocating resources, or initiating overtime as needed. Maintain constant communication with operational teams to ensure smooth execution of staffing plans and resolve any real-time challenges. Reporting and Analysis: Generate regular reports and analyze workforce data, including forecasting accuracy, scheduling efficiency, adherence metrics, and other key performance indicators. Identify trends, patterns, and areas of improvement to optimize workforce utilization and enhance operational efficiency. Provide insights and recommendations based on data analysis to stakeholders for process improvement, staffing adjustments, and overall workforce optimization. Team Management and Leadership: Foster a positive and collaborative team culture, encouraging knowledge sharing, best practices, and continuous improvement. Conduct regular performance evaluations, set goals, and provide feedback to drive individual and team performance. Stakeholder Collaboration: Collaborate with cross-functional teams, including operations, recruitment, training, and quality assurance, to align workforce plans with business objectives. Engage with clients and internal stakeholders to understand their workforce requirements, address concerns, and provide updates on workforce management activities. Act as a trusted advisor to senior management, providing insights, recommendations, and strategic guidance related to workforce management. Qualifications and Skills: Bachelor's degree in Business Administration, Operations Management, or a related field (or equivalent work experience). Proven experience in workforce management or related roles within a BPO environment, with at least 2 years of experience. Strong analytical and problem-solving skills, with the ability to work with large data sets and derive meaningful insights. Proficiency in using workforce management software, such as Aspect, Verint, or similar tools. Excellent communication skills, both verbal and written, with the ability to present complex information in a clear and concise manner. Strong organizational skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment. Detail-oriented and proactive mindset, with a focus on continuous improvement and operational excellence. Ability to lead and motivate a team, fostering a positive and collaborative work environment. Knowledge of BPO industry operations, metrics, and service level requirements. Ability to build effective About IGT IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing end-to-end CX journeys across Travel and High Growth Tech industries. Established in 1998, with 100% focus on customer experience, IGT employs more than 25,000 customer experience and technology specialists providing services to 75 marquee customers globally. IGTs global footprint consists of 30 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Spain, Colombia and the USA. IGT is ISO 27001:2013, CMMI SVC Level 5 and ISAE-3402 compliant for IT, and COPC, Certified v6.0, ISO 27001:2013 and PCI DSS 3.2 certified for BPO processes. The organization follows Six Sigma rigor for process improvements. Disclaimer : It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds I nterested candidates can share their cv at Nidhi.rastogi@igtsolution.com contact no- 8630322833

Prepare and Review Energy yield assessment & EYA reports. Pre-feasibility studies and site assessments to identify met-mast locations for wind energy projects. Design and develop wind farm layouts, considering factors such as wind patterns, terrain, and environmental impact. Analyse raw wind data, including wind speed and direction, to evaluate the potential power generation of wind energy systems. Support new units and services proposals by performing Wind Resource, Annual Energy Production and noise propagation assessments, and developing options to increase. Contribute to enhancing WRA methods for speed, productivity and accuracy. Collect and analyze wind data from various sources such as meteorological towers, remote sensing devices, and historical weather data Ensure the accuracy and quality of wind data, including data cleansing and validation Develop site-specific wind turbine layouts and configurations Conduct complex engineering analyses to assess wind resources at potential project sites Deliver comprehensive reports and presentations to support decision-making and project development Prepare SOPs, technical documentation, including reports and manuals.

NASDAQ Listed-backed hyper-growth company Rapid career advancement with opportunities to learn Competitive salary and Performance bonus Paid time off, Flexi-hour policy & we'llness benefits Truly Global & Diverse Team About the role Working closely with all departments to innovate and build products that customers love Take ownership of all design elements for different business units Drive the creation of a world-class user experience through application of UX, design standards, principles, and usability heuristics. Participate in research and brainstorming sessions to generate ideas, solutions and design concepts that address customer pain points Ideal candidate At least 5-10 years of product design experience (working on software products) Proven experience of shipping multiple impactful products end-to-end Excellent verbal and written communication skills, and the willingness and confidence to present your ideas to key stakeholders Skilled in using Figma, Photoshop, Illustrator etc Experience working on a SaaS product Experience working within a cross-functional team in an agile context Experience with the startup culture is a plus Bachelor s degree in HCI, UX or Product Design UX certification and relevant work experience is also acceptable With Skuad you get to have: Ownership: You will own what you do. We are a results-driven team, which means we expect you to get things done. Endless support: You will always be able to reach the help you may need. You will have the resources you need to deliver. Experiment: This is your playground. You will come up with ideas of your own, pitch them, and take them up. You will have a free hand to execute exciting ideas. Impact: Be a part of a world-class team where we are constantly challenged with new things and maximize the impact of the products we build

Rapid career advancement with opportunities to learn Competitive salary and Performance bonus Paid time off, Flexi-hour policy & we'llness benefits Truly Global & Diverse Team About the role Analyse financial data and prepare reports to support decision making Support month end and quarter end closing processes Understanding accounting entries and boo- keeping first hand from the real set of transactions Evaluating vendor invoices and their accounting and payment processes Understanding processes and procedures Work with cross functional teams on specific projects and ad-hoc analysis Help in the evaluation of improvement opportunities and accounting issues assessment. Ideal candidate MBA Strong analytical and problem-solving skills Proficient in excel Excellent written and verbal communication skills Ability to work independently and in a team-oriented environment Prior internship or experience in finance, accounting is a plus. With Skuad you get to have: Ownership: You will own what you do. We are a results-driven team, which means we expect you to get things done. Endless support: You will always be able to reach the help you may need. You will have the resources you need to deliver. Experiment: This is your playground. You will come up with ideas of your own, pitch them, and take them up. You will have a free hand to execute exciting ideas. Impact: Be a part of a world-class team where we are constantly challenged with new things and maximize the impact of the products we build

NASDAQ Listed-backed hyper-growth company Rapid career advancement with opportunities to learn Competitive salary and Performance bonus Paid time off, Flexi-hour policy & we'llness benefits Truly Global & Diverse Team About the role Assist in structuring, updating, and maintaining the knowledge base. Organize and document processes, FAQs, and SOPs. Support internal teams by providing quick access to relevant knowledge. Ensure KM content is accurate, updated, and easy to retrieve. Ideal candidate Strong writing and documentation skills. Analytical mindset with an ability to simplify complex information. Experience with KM tools or content management systems is a plus With Skuad you get to have: Ownership: You will own what you do. We are a results-driven team, which means we expect you to get things done. Endless support: You will always be able to reach the help you may need. You will have the resources you need to deliver. Experiment: This is your playground. You will come up with ideas of your own, pitch them, and take them up. You will have a free hand to execute exciting ideas. Impact: Be a part of a world-class team where we are constantly challenged with new things and maximize the impact of the products we build

Position: RTA/Workforce Management (Call Center/BPO) Location: Gurgaon 24*7, BPO Job Summary: As an RTA/Workforce Management (WFM/RTA) consultant , you will play a crucial role in optimizing workforce efficiency and ensuring the smooth operation of the workforce management function. You will be responsible for overseeing the forecasting, scheduling, and real-time management activities, as well as providing insights and recommendations for process improvement. Your expertise and leadership will contribute to the achievement of service level goals, client satisfaction, and operational excellence. Key Responsibilities: Workforce Planning and Forecasting: Expert in Managing Service Level and controlling Leakages Forecasting & Scheduling manpower as per business requirement Maintaining and recommending the Manpower requirement to higher management, based on current situation and future requirement Planning and implementing the new projects as per the requirement of the Organization to reduce the cost and maintain the efficiency of work with less number of Manpower Managing cost & quality benefits Involved in Analyzing IVR call log files to determine root cause of production issue, IVR UAT testing and implementation Must be having hands on experience in Capacity Planning, Forecast and Volume Management, Delivery management, Roster, Client Management Must be holding experience in WFM Tools such as IEX / Variant etc. Handling Manpower planning is the key responsibility Utilize historical data, industry trends, and forecasting techniques to accurately predict call volumes, chat volumes, or any other relevant workload parameter. Collaborate with operational teams and clients to gather necessary information for workforce planning. Develop staffing models and create long-term, mid-term, and short-term forecasts to optimize resource allocation and ensure service level goals are met. Scheduling and Shift Management: Oversee the creation of staffing schedules that align with forecasted workloads, client requirements, and service level agreements. Ensure optimal shift patterns, breaks, and rotations to maximize workforce productivity and efficiency. Monitor adherence to schedules, identify gaps or issues, and provide timely resolutions to maintain optimal staffing levels. Real-Time Management and Monitoring: Continuously monitor real-time performance and make immediate adjustments to schedules to address unforeseen staffing shortages, overages, or service level deviations. Implement strategies to mitigate potential issues, such as adjusting breaks, reallocating resources, or initiating overtime as needed. Maintain constant communication with operational teams to ensure smooth execution of staffing plans and resolve any real-time challenges. Reporting and Analysis: Generate regular reports and analyze workforce data, including forecasting accuracy, scheduling efficiency, adherence metrics, and other key performance indicators. Identify trends, patterns, and areas of improvement to optimize workforce utilization and enhance operational efficiency. Provide insights and recommendations based on data analysis to stakeholders for process improvement, staffing adjustments, and overall workforce optimization. Team Management and Leadership: Foster a positive and collaborative team culture, encouraging knowledge sharing, best practices, and continuous improvement. Conduct regular performance evaluations, set goals, and provide feedback to drive individual and team performance. Stakeholder Collaboration: Collaborate with cross-functional teams, including operations, recruitment, training, and quality assurance, to align workforce plans with business objectives. Engage with clients and internal stakeholders to understand their workforce requirements, address concerns, and provide updates on workforce management activities. Act as a trusted advisor to senior management, providing insights, recommendations, and strategic guidance related to workforce management. Qualifications and Skills: Bachelor's degree in Business Administration, Operations Management, or a related field (or equivalent work experience). Proven experience in workforce management or related roles within a BPO environment, with at least 2 years of experience. Strong analytical and problem-solving skills, with the ability to work with large data sets and derive meaningful insights. Proficiency in using workforce management software, such as Aspect, Verint, or similar tools. Excellent communication skills, both verbal and written, with the ability to present complex information in a clear and concise manner. Strong organizational skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment. Detail-oriented and proactive mindset, with a focus on continuous improvement and operational excellence. Ability to lead and motivate a team, fostering a positive and collaborative work environment. Knowledge of BPO industry operations, metrics, and service level requirements. Ability to build effective About IGT IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing end-to-end CX journeys across Travel and High Growth Tech industries. Established in 1998, with 100% focus on customer experience, IGT employs more than 25,000 customer experience and technology specialists providing services to 75 marquee customers globally. IGTs global footprint consists of 30 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Spain, Colombia and the USA. IGT is ISO 27001:2013, CMMI SVC Level 5 and ISAE-3402 compliant for IT, and COPC, Certified v6.0, ISO 27001:2013 and PCI DSS 3.2 certified for BPO processes. The organization follows Six Sigma rigor for process improvements. Disclaimer : It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds Interested candidates can share their cv at sonam.singh@igtsolution.com or 9953150816

Gurugram Job Type Full-time Experience N/A Salary N/A Skill Set Role RoleKnowledge Management Why you should join Skuad NASDAQ Listed-backed hyper-growth company Rapid career advancement with opportunities to learn Competitive salary and Performance bonus Paid time off, Flexi-hour policy & Wellness benefits Truly Global & Diverse Team About the role Assist in structuring, updating, and maintaining the knowledge base. Organize and document processes, FAQs, and SOPs. Support internal teams by providing quick access to relevant knowledge. Ensure KM content is accurate, updated, and easy to retrieve. Ideal candidate Strong writing and documentation skills. Analytical mindset with an ability to simplify complex information. Experience with KM tools or content management systems is a plus

Gurugram Job Type Full-time Experience N/A Salary N/A Skill Set Role RoleFreshers Why you should join Skuad NASDAQ Listed-backed hyper-growth company Rapid career advancement with opportunities to learn Competitive salary and Performance bonus Paid time off, Flexi-hour policy & Wellness benefits Truly Global & Diverse Team About the role Analyse financial data and prepare reports to support decision making Support month end and quarter end closing processes Understanding accounting entries and boo- keeping first hand from the real set of transactions Evaluating vendor invoices and their accounting and payment processes Understanding processes and procedures Work with cross functional teams on specific projects and ad-hoc analysis Help in the evaluation of improvement opportunities and accounting issues assessment. Ideal candidate MBA Strong analytical and problem-solving skills Proficient in excel Excellent written and verbal communication skills Ability to work independently and in a team-oriented environment Prior internship or experience in finance, accounting is a plus.

Skuad Lead Product Designer Gurugram Job Type Full-time Experience 5 to 10 years Salary N/A Skill Set Role RoleUI-UX Designer Why you should join Skuad NASDAQ Listed-backed hyper-growth company Rapid career advancement with opportunities to learn Competitive salary and Performance bonus Paid time off, Flexi-hour policy & Wellness benefits Truly Global & Diverse Team About the role Working closely with all departments to innovate and build products that customers love Take ownership of all design elements for different business units Drive the creation of a world-class user experience through application of UX, design standards, principles, and usability heuristics. Participate in research and brainstorming sessions to generate ideas, solutions and design concepts that address customer pain points Ideal candidate At least 5-10 years of product design experience (working on software products) Proven experience of shipping multiple impactful products end-to-end Excellent verbal and written communication skills, and the willingness and confidence to present your ideas to key stakeholders Skilled in using Figma, Photoshop, Illustrator etc Experience working on a SaaS product Experience working within a cross-functional team in an agile context Experience with the startup culture is a plus Bachelor s degree in HCI, UX or Product Design UX certification and relevant work experience is also acceptable About Skuad Imagine a world without boundaries, where companies effortlessly discover, hire, and manage talent, regardless of geographical constraints. Skuad brings this vision to life. Were on a mission to democratize global talent and opportunities, making remote work accessible worldwide. Skuad empowers employers to effortlessly build, pay, and oversee exceptional global teams while handling the complexities of payroll, compliance, and taxation. Our diverse, globally distributed team is passionate about fostering inclusive work cultures and enabling customers to thrive globally. Backed by leaders with over two decades of HR expertise, our goal is to create one million opportunities globally by 2027. Having raised $15 million in Series A funding in Oct 2022, totaling $19 million with support from returning investors Beenext and Anthemis, were committed to driving value, learning, and continuous improvement as a united global team. In August 2024, Skuad was acquired by Payoneer. Payoneer (NASDAQ: PAYO) is a leading global payments platform that partners with freelancers, SMBs, marketplaces, and enterprises to solve their biggest payment challenges. Leveraging robust technology, compliance, operations, and banking infrastructure, Payoneer powers growth for entrepreneurs in emerging markets, Payoneer makes global commerce easy and secure. Skuad s acquisition brings a key capability workforce management capabilities to Payoneer s growing financial stack. With Skuad you get to have: Ownership: You will own what you do. We are a results-driven team, which means we expect you to get things done. Endless support: You will always be able to reach the help you may need. You will have the resources you need to deliver. Experiment: This is your playground. You will come up with ideas of your own, pitch them, and take them up. You will have a free hand to execute exciting ideas. Impact: Be a part of a world-class team where we are constantly challenged with new things and maximize the impact of the products we build.

Role Overview: The Manager Resource Management will closely work with the Senior Leadership to consolidate the demand from various projects (including skillsets and duration) and would be responsible for staffing the resources as per the demand and ensuring the assigned team size is maintained across projects. What You will do: Guide the Resource Management team to consolidate the demand for resources from various projects teams along with skillset requirements by leveraging the staffing tool and work closely with the Senior Management team. Ensure the project and resource information on the staffing tool is up to date and accurate real-time. Leverage the internal staffing tool to setup staffing processes within the company by working with the Senior Leadership team and adhere to the same regularly on an ongoing basis. Enhance the existing processes to ensure that the staffing processes are scalable with the growth of the organization. Ensure that the onboarding plan is shared with the new joiners, based on role and function, on a timely basis and track the onboarding progress. Identify any delays in the onboarding progress and do a deep-dive into the root cause of the delay. Accordingly, enhance the processes to address the same. Ensure that the new joiners are staffed on projects immediately after they complete the onboarding. Having conversations with employees (or ensuring Senior Leadership has the conversations) related to any staffing changes before the communication is official. Collate feedback on the staffing tool on a real-time basis and work with the technology maintenance team to update the tool as needed. Consolidate the skillset information from all employees and maintain accurate and real-time information about the same. Identify opportunities in capturing the employee skillset. Leverage the employee skillset information to identify best-fit staffing options to fulfill the resource demand by working with the Senior Leadership team. Leverage the Staffing dashboard to generate regular reports for the Senior Leadership team on weekly/monthly basis. Ideally, you have: At least 5 years of experience in similar roles at mid-size or multinational companies, preferably in Analytics sector. Ability to think creatively to identify best-fit staffing options for the demand. High-level of fluency in written and verbal communication using professional business language. Should exhibit strong leadership skills and have the ability to communicate in an assertive way to negotiate with various teams regarding the resources to match company needs. Comfortable in proactively following-up with senior management (as needed) Experience in working on Microsoft Excel and willingness to pick-up knowledge on other internal or third-party staffing tools. Why Explore a Career at Accordion: High growth environment: Semi-annual performance management and promotion cycles coupled with a strong meritocratic culture, enables fast track to leadership responsibility. Cross Domain Exposure: Interesting and challenging work streams across industries and domains that always keep you excited, motivated, and on your toes. Entrepreneurial Environment : Intellectual freedom to make decisions and own them. We expect you to spread your wings and assume larger responsibilities. Fun culture and peer group: Non-bureaucratic and fun working environment; Strong peer environment that will challenge you and accelerate your learning curve. Other benefits for full time employees: Health and wellness programs that include employee health insurance covering immediate family members and parents, term life insurance for employees, free health camps for employees, discounted health services (including vision, dental) for employee and family members, free doctors consultations, counsellors, etc Corporate Meal card options for ease of use and tax benefits. Team lunches, company sponsored team outings and celebrations. Robust leave policy to support work-life balance. Specially designed leave structure to support woman employees for maternity and related requests. Reward and recognition platform to celebrate professional and personal milestones. A positive & transparent work environment including various employee engagement and employee benefit initiatives to support personal and professional learning and development.

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