1204 Workforce Management Jobs - Page 39

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

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

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

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

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

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

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

Timing: 9:00 AM to 6:00 PM IST Qualification: Bachelors Knowledge of HR Workforce Administration process. Employee eligibility requirements, understanding of HR process and tools. Knowledge of Personal Employee Data Services, Policies and Tools Required Candidate profile Knowledge of Time & Attendance Leave Administration, Data management tools, and Pay practices.

Diploma / bachelor degree / master degree in computer science or subjects related to computer software programming. Minimum 4 years of experience in JavaScript and jQuery development. Proficiency with HTML5, CSS3, and related web technologies. Experience with TypeScript is a plus. Familiarity with libraries like fabric.js and HTML Canvas. Strong problem-solving skills and attention to detail. Excellent communication and teamwork skills. Ability to manage multiple tasks and deliver high-quality results under tight deadlines. Knowledge of React, Angular, or other JavaScript frameworks is an added advantage but not necessary. Benefits Job Timing: Flexible Working Hours 5 days working (All sat & sun Off) Perks: 5 Days Working Flexible working Hours A competitive salary Scope of speedy career growth Supportive & Friendly Work Culture Appreciation cash rewards and certificates Referral Bonus 21 Paid Leaves Friendly Environment On-time Salary Overtime Payment Mostly activities for Refreshment and gain more knowledge Celebrations (Birthday, Festival, Picnic, Movie, Lunch, Dinner, etc.) Chance to lead a team. . Our goal is to help businesses establish a distinctive brand identity, amplify their online presence, optimize workforce management, address recruitment needs, develop custom HR solutions, and leverage technology for sustained growth and success. In today s competitive landscape, Hivekra is your partner for . At Hivekra, we are committed to empowering entrepreneurs by providing insightful solutions that drive value and success. As the first point of contact, you will play a crucial role in establishing a welcoming atmosphere and ensuring seamless communication for clients and visitors. Your responsibilities will include managing inquiries, directing calls, and supporting our team in delivering exceptional service. With a focus on branding, social media marketing, HR services, and recruitment, we invite you to be part of a dynamic environment where your contributions help amplify our clients online presence and optimize their workforce management. If youre passionate about customer service and eager to contribute to a companys mission of driving business success, we welcome you to apply and become an integral member of our team. Tasks Responsibilities & duties: Develop and maintain web applications using JavaScript, jQuery, and HTML Canvas. Work with libraries like fabric.js to create interactive and dynamic web content. Collaborate with cross-functional teams to define, design, and ship new features. Optimize applications for maximum speed and scalability. Write clean, maintainable, and efficient code. Troubleshoot and debug applications. Stay updated with the latest industry trends and technologies. Potentially lead and mentor a team of developers. Requirements Diploma / bachelor degree / master degree in computer science or subjects related to computer software programming. Minimum 4 years of experience in JavaScript and jQuery development. Proficiency with HTML5, CSS3, and related web technologies. Experience with TypeScript is a plus. Familiarity with libraries like fabric.js and HTML Canvas. Strong problem-solving skills and attention to detail. Excellent communication and teamwork skills. Ability to manage multiple tasks and deliver high-quality results under tight deadlines. Knowledge of React, Angular, or other JavaScript frameworks is an added advantage but not necessary. Benefits Job Timing: Flexible Working Hours 5 days working (All sat & sun Off) Perks: 5 Days Working Flexible working Hours A competitive salary Scope of speedy career growth Supportive & Friendly Work Culture Appreciation cash rewards and certificates Referral Bonus 21 Paid Leaves Friendly Environment On-time Salary Overtime Payment Mostly activities for Refreshment and gain more knowledge Celebrations (Birthday, Festival, Picnic, Movie, Lunch, Dinner, etc.) Chance to lead a team. Updated: 5 minutes ago

Experience: Minimum 1.5 years in a similar role. Educational Background: Bachelors degree in Computer Science, IT, or a related field. Technical Knowledge: Must have experience in software development and database management. Project Management Skills: Ability to document requirements, create diagrams, and manage client expectations. Communication Skills: Excellent written and spoken English (minimum 4/5 rating). Industry Knowledge: Prior experience or knowledge in the eCommerce domain is preferred. Flexibility: Willingness to work in late shifts and handle multiple responsibilities, including PM, BA, and technical support tasks. Benefits Why Join Us? Work with an innovative and dynamic team in a fast-paced environment. 5 Days working company Opportunity to engage with international clients and diverse projects. Contribute to meaningful projects with clear career growth paths. . Our goal is to help businesses establish a distinctive brand identity, amplify their online presence, optimize workforce management, address recruitment needs, develop custom HR solutions, and leverage technology for sustained growth and success. In today s competitive landscape, Hivekra is your partner for . As a company dedicated to delivering innovative solutions in branding, social media marketing, HR services, and recruitment, we empower businesses to achieve sustained growth and success. The ideal candidate will assist in managing client projects, ensuring timely delivery and quality outcomes while supporting our mission to empower entrepreneurs everywhere. You will collaborate closely with project teams to optimize workforce management and help clients establish distinctive brand identities. If you are passionate about driving value and success for businesses and eager to work in a fast-paced, collaborative environment, this role offers an exciting opportunity to be part of a forward-thinking company committed to excellence in the business consulting and services industry. Join Hivekra and contribute to our mission to drive business success in today s competitive landscape. Tasks Understand client requirements and translate them into actionable tasks. Take detailed notes and create project-related documents, diagrams, and requirement architecture. Oversee and coordinate development tasks within the team. Conduct and participate in client meetings, requirement discussions, and provide updates to the client and product owner. Work in late shifts as per project demands. Handle support queries and ensure timely resolution. Act as a bridge between technical teams and clients, ensuring smooth communication. Manage project timelines, risks, and dependencies effectively. Assist in the preparation of project reports and documentation. Support the team in handling eCommerce-related development projects. Requirements Experience: Minimum 1.5 years in a similar role. Educational Background: Bachelors degree in Computer Science, IT, or a related field. Technical Knowledge: Must have experience in software development and database management. Project Management Skills: Ability to document requirements, create diagrams, and manage client expectations. Communication Skills: Excellent written and spoken English (minimum 4/5 rating). Industry Knowledge: Prior experience or knowledge in the eCommerce domain is preferred. Flexibility: Willingness to work in late shifts and handle multiple responsibilities, including PM, BA, and technical support tasks. Benefits Why Join Us? Work with an innovative and dynamic team in a fast-paced environment. 5 Days working company Opportunity to engage with international clients and diverse projects. Contribute to meaningful projects with clear career growth paths. Updated: 1 day ago

We are looking for a highly skilled and experienced Resource Manager to join our team in Bengaluru. The ideal candidate will have 8-10 years of experience in resource management, scheduling, or a related field. Roles and Responsibility Assist the resource director and line of business leaders in implementing scheduling processes and engagement management. Collaborate with internal clients to understand their business needs and drive consistency. Ensure compliance with priorities around financials, capacity, client needs, staff development, availability, and diversity. Generate scheduling, utilization, and forecasting reports, providing analysis to inform staffing decisions. Identify trends to proactively balance workloads and increase utilization. Monitor utilization, conflicts, leverage, availability, and non-charge hours. Implement firmwide programs through markets as needed (i.e., rotations, global assignments). Facilitate scheduling meetings, ensuring clarity and enforcing best practices through teams. Follow up on unresolved issues promptly, potentially rescheduling projects and/or staff. Deliver or participate in scheduling system and process assimilation and orientation programs for new hires. Proof, edit, and check work for completeness, accuracy, and formatting, verifying that scheduling and reporting information is current and accurate. Initiate, develop, and maintain communication with internal clients as a trusted advisor, adapting expectations for timeliness, responsiveness, accuracy, service quality, thoroughness, and sense of urgency. Participate in talent development meetings, providing candid feedback on interactions and understanding individuals' goals for future rotation opportunities, industry exposure, FWOs, etc. Utilize, share, and develop best practices, staying updated on market trends and scheduling technology offerings for effectiveness. Job Requirements Bachelor's degree or equivalent experience in a professional services firm. Minimum 8 years of relevant scheduling experience or LOB/Service Line experience. Strong Microsoft Office skills, specifically with Excel. Excellent written and verbal communication skills, with the ability to communicate effectively with diverse audiences. Effective organization and time management skills, with the ability to manage multiple tasks. Strong attention to detail and the ability to respond positively to changing circumstances. Ability to facilitate collaborative discussions regarding resource assignment, utilization, and gap analysis between resource managers and leaders. Process-driven and able to help train/drive/develop these processes to create unity and consistency across all offices within line of business and/or solution set. Resource Management or Project Management Certifications are preferred. Previous experience in LOB or Solution Set supporting is preferred. DayShape or Workday Experience is preferred. PowerBI Experience is preferred.

Role based in BSv organisation. Leveraging deepening knowledge of one or more R2A processes (record, report, analyze etc), Record to Analyze Process Experts participate of in or lead the achievement of service levels, key measurement targets of the team and delivers a high quality and cost-effective service that drive compelling business outcomes. They support the delivery of a customer focused and compliant services through the adoption of frictionless finance, practice processes, technologies, methodologies which drive innovation and process improvements. Their domain expertise means they are responsible for processing non complext to complex transactions, resolving the standard process related issues, preparation and finalization of the period and close activities and reporting (including the interactions with Clients Financial Controllers) and performing the reconciliations. - Grade Specific Entry and mid-Junior level in a Finance Administration roleStrong team player with the ability to build good relationships with their stakeholders.Able to act on own initiative with regular supervision. Understands when to seek guidance/escalateSupports experienced Finance specialists delivering progress reporting, task management and documentation for Finance activity Skills (competencies)

The role requires a minimum of 5 years experience with Genesys workforce management suite. Responsibilities include: 1.Forecasting: Analyzing patterns of call volume and average handle time to ensure accurate forecasting of workload demand and staffing needs to meet business goals Assessing the impact of special events 2.Scheduling: Creating and maintaining work schedules and shifts that will meet the needs of the business, as determined by the forecast and company initiatives Monitor incoming volume across all skills and channels (voice, email, chat, Epic work queues), handle times, service levels, headcount, non-phone work, and other statistics (shrinkage) to ensure the appropriate number of agents available to meet Service Desk performance goals 3.Queue Management: Making sure calls are answered in a timely manner and ensuring outbound work is completed within the goal including dynamic routing and maximize utilization of cross-skilled agents Manage and monitor intraday queue performance and schedule adherence Engage with Team Leaders and Managers on any deviations from schedules, including leave early, absences, modifications, processing items, etc. Proactively notify leadership/BUs of exceptions Manage real time changes to agent schedules in WFM platform Ensure absenteeism is properly recorded in our WFM platform Manage and maintain agent schedule exceptions, shift requests and assignment, time off requests 4.Intra-Day Reporting: Reporting our results throughout the day 5.Support decision making on Service Desk operations by compiling metrics and reporting: Develop customized reports for SLAs and productivity (team performance, daily/weekly/monthly) and statistical reports for analysis of process health 6.Work with IT in the event of system outages / latency. Communicate status and follow up as needed. 7.Perform system administration duties (creating profiles in WFM, add/remove employees, etc.) 8.Attend weekly, daily, ad-hoc staffing meetings with management and forecast/scheduling analysts. Requirements 5+ years of experience in workforce planning with demonstrated ability to lead cross-functional teams and seamlessly balance strategic and tactical initiatives 5+ years of experience with Genesys workforce management suite core requirement Experience identifying and implementing technology solutions and tools for business problems Strong collaboration and project management skills to oversee multi-functional projects Ability to earn trust, maintain positive relationships, and contribute to a culture of inclusion Excellent communication skills

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

As a Manager (MVP) at Iron Systems, you will lead a team through all phases of client acquisition (New Program Transition) for Field Services Operations, navigating stringent timelines. This includes understanding client requirements through SOW/NPT templates, identifying gaps between client needs and ISG's USCA region delivery capabilities, workforce capacity planning, predictive profit delivery, and providing innovative, data-driven project planning and execution strategies. The ideal candidate will have prior experience leading a remote and on-site team of at least 4-5 individuals, driving performance management through KPIs designed to meet customer SLAs. You should have played a key role in fostering a fair and competitive environment, as well as ensuring adherence to program processes and compliance. You'll be responsible for developing strong partnerships with vendors and understanding their businesses. This role requires experience in overall workforce management/procurement and the ability to differentiate between field resource categories, providing cross-functional support, including onshore/offshore requirements. Job Responsibilities Responsible for building workforce supply chain solutions as per customer SOW. Support the Sales team in pre-bid activities as needed. Responsible for creating scalable templates in Excel to deliver program deliverables covering all phases of program onboarding until completion. Responsible for daily profit achievement of worker cost negotiations for each transaction. Responsible for team capacity planning . Responsible for building high-performing teams . Ensures a single point of accountability for the success of the Vendor Management Team. Adherence to the defined delivery processes from a vendor perspective and lead the Vendor Management team globally. Observe and propose changes to existing processes to Management for improvement in Service Delivery. Manage conflicts, drive teams to remediate problems, and ensure team processes and tasks are carried out efficiently as per company policy. New Program Transition: MUST have exposure to the transition of New Programs to BAU (Business as Usual). SOW Creation and Execution: Supervise the team for timely onboarding of vendors for all new programs and implement sourcing skills while engaging with vendors to source the best Field Engineers. Identifying cost-saving opportunities on a continuous basis and measuring team member performance through predefined KPIs. Preparing detailed Cost Analysis of program activities, Vendor Quotes, and performing Cost comparison. Lead and manage the Vendor Management team to review incidents, problems, and operational issues. Assist in resource planning, onboarding, and training as per program timelines. Create a culture of high performance within the department. Lead performance management initiatives like identifying new KPIs and defining measurement criteria. Responsible for ensuring financial goals and objectives are met or exceeded, as well as full compliance with all Iron Systems policies and procedures. Assists in providing accurate, timely, and complete daily performance analyses. Responsible for handling any escalations from internal stakeholders within the stipulated SLA as per company policy. Review, monitor, and report vendor performance metrics and ensure Service Levels are always met. Responsible for managing all stages of requisition activity using VMS technology , in-house portals, industry standards, and company policy. Oversees the use of VMS technology to ensure optimum, cost-effective, timely, and high-quality results. Provides required mandatory oversight, training, and leadership to create a competitive advantage through suppliers. Review and ensure quality profiles are sourced as per customer requirements. Perform analysis which includes cost savings reporting and other quality or efficiency data to help improve operational processes. Understanding of pricing models and what goes into the creation of bill rates along with candidate employment status. Prepare and publish reports for management review, which help in cost optimization without compromising quality and enhance efficiency. Provides program Standard Operating Procedures (SOP) training and updates to suppliers and internal teams regularly to ensure understanding and compliance of VMS technology use and overall program cadences. Participate as needed in the RFI/RFP process for large and mid-size deals. Implement setup for Primary and Secondary Vendors per IT Asset Product SKU and IT staffing & professional field service SKU. Provide standard program reporting to internal cross-functional stakeholders, including but not limited to ad-hoc report requests as required. Drive cost savings initiatives without impacting service quality. Good to have knowledge of cost-drivers and vendor market dynamics in the field services industry. Ensure Technicians (Vendor or Freelancers) are assigned to jobs as per SLA, as and when escalated. Ensure Technicians (Vendor or Freelancers) are reaching the site to perform the work as per customers requested appointments. Good to have hands-on experience on portals like Ticketmaster, ServiceNow, SFDC, Freshdesk, Zendesk, Jira , etc. Should be portal savvy. Ensure that appropriate approvals are in place before executing documents. Good to have prior knowledge of Background Verification requirements and drug tests as per local country law. Required Skills Skilled in identifying cost-saving initiatives and driving with the team. Natural leader who displays sound judgment and attention to detail . Should have prior experience in escalation handling and risk mitigation . Should have the ability to handle pressure and meet deadlines . Ability to work independently and as part of a team . Ability to influence cross-functional teams and peers in the business. Excellent interpersonal, communication, and public speaking skills . Support business partners by providing timely updates that are attuned to the commercial imperatives of the business; maintain a solution-based approach with options for the business. Ability to identify key issues and consistently apply a high standard of integrity, professionalism, expertise, and business ethics . Ability to provide practical, commercially focused, and value-added advice. Ability to critically review and advise business programs and procedures in accordance with business requirements and corporate policies and standards. Strong communication skills , both verbal and written. Should have prior experience of working on ticketing portals . MS Office (especially MS Excel) skills are mandatory.

Iron Systems is an innovative, customer-focused provider of custom-built computing infrastructure platforms such as network servers, storage, OEM/ODM appliances, and embedded systems For more than 15 years, customers have trusted us for our innovative problem-solving combined with holistic design, engineering, manufacturing, logistics, and global support services, Report To: Director, GHRI Job Summary We are seeking a proactive and detail-oriented Team Leader to manage and oversee the day-to-day operations of the GHRI-FTEHelpdesk for the USCA (United States and Canada) region This role is pivotal in ensuring service engineer availability, optimizing workforce allocation, handling escalations, and delivering exceptional operational support, Key Responsibilities Team Leadership & Supervision: Lead, mentor, and support a team of helpdesk coordinators and analysts, Monitor performance metrics and ensure SLAs are met for service engineer dispatch and issue resolution, Conduct regular team meetings, performance reviews, and coaching sessions, Operational Management: Oversee daily operations related to workforce scheduling, engineer assignment, and real-time support, Coordinate with regional field teams to ensure engineers are available for scheduled jobs, Proactively address potential scheduling conflicts or resource shortages, Escalation Handling: Act as the first point of escalation for job delays, no-shows, or customer-impacting incidents, Analyse root causes and implement corrective actions to minimize repeat issues, Workforce Optimization: Collaborate with workforce planning teams to balance workload distribution and optimize coverage, Monitor service levels, engineer utilization, and schedule adherence KPIs, Process Improvement: Identify gaps in scheduling, communication, or escalation processes, Recommend and implement improvements to increase efficiency and service quality, Reporting & Analytics Generate and present reports on team performance, escalation trends, and workforce KPIs, Use data insights to guide decision-making and support business objectives, Key Skills Strong leadership and team management abilities, Excellent communication and interpersonal skills, Analytical and data-driven approach to problem-solving, Proficient in workforce management tools, CRM systems, and Microsoft Excel, Ability to work in a high-pressure, fast-paced environment with shifting priorities, Familiarity with service scheduling, SLAs, and technician dispatch logistics Nice To Have Experience with Salesforce, ServiceNow, or similar CRM/workforce platforms, Prior experience in the tech or field services industry,

Amazon.com strives to be Earths most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Account Health Support (AHS) Specialist within the AHS team acts as the primary interface between Amazon and our Selling partners. We obsess over providing world class support to Sellers selling on the Amazon platform. We strive to predict Sellers needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers. Calculate demand volume forecast at interval level, day level, week level and at month level, along with knowledge of statistical indicators to check their accuracy. Capacity planning at weekly/ monthly level, so that the required headcount for hiring could be shared with senior leadership. Create schedules on excel and on a scheduling tool (preferably Aspect) based week level, day level and interval level volume pattern. Diving deep into data/processes to identify problems and solutions and presenting them to leadership. Keeping regular communication with site operations, senior leadership, technology teams and other stakeholders to manage critical parameters, employee experience, contingency etc. Publishing reports of critical WFM and other important parameters to drive efficiency in them and to keep all relevant stakeholders regularly informed. creating employees rotational plan and conducting shift bid process to help shift rollover for frontline staff. Optimizing break, meeting and other non-productive activities, managing interval level service level. A day in the life The ideal candidate is passionate about leveraging data and tools to deliver actionable insights that drive improvements in planning accuracy, and has a strong delivery record and experienced in driving execution in a cross-functional environment, backed by analysis and data. They thrive in a fast-paced environment, relishes working with large transactional volumes and big data and enjoys the challenge of highly complex, and sometimes ambiguous, business context. You will work cross-functionally to ensure that decisions are made and actioned, which will ensure our operations have the volume to run as efficiently as possible. About the team The Account Health Support Workforce Management Team has a mission of fulfilling the Service Level agreements continuously in partnership with Operations, throughout all verticals/marketplaces along with optimum utilization of the available resources and meeting the goal thresholds for all the capacity level attributes (Shrinkage, TPH etc.). To attain to the program objectives, AHS Workforce team sets appropriate goals for Operations (Shrinkage), drives effective queue management, time to time checks to ensure capacity on each Vertical is sufficient to handle projected volume and take necessary actions to meet the requirement if otherwise, scheduling heads appropriately to match the incoming patterns, queueing tasks manually to fill for the deficit in projected volume and to support any new launches, effective management of non-production time to reduce idle hours and sharing reports on different performance metrics to drive the results. - 3+ years of program or project management experience - 3+ years of working cross functionally with tech and non-tech teams experience - Bachelors degree - Experience defining program requirements and using data and metrics to determine improvements - 3+ years of driving end to end delivery, and communicating results to senior leadership experience - 3+ years of driving process improvements experience

Hi, We are hiring for the Leading ITES Company for HR Manager Profile. Job Description: Minimum 10 years of experience in India HR domain. Knowledge of India process and system, starting from Hire to Retire cycle Knowledge to follow policies and procedures, advice on tax Exposure in forming Global Capability Center Take ownership to validate and approve HR, Recruitment, Workforce Admin, Payroll, Tax etc. Complete Hire to Retire cycle Ability to audit and provide reports timely Process-specific Responsibilities Experience in India HR area Helpdesk Experience of handling a wide range of diverse, sensitive and confidential activities within a customer facing environment. An understanding of India taxation, Statutory compliance (PF, ESI, PT etc.) An understanding of manual calculations Technical Experience MS Office tools (i.e. Excel, Word, Powerpoint) Experience in HR, Payroll tools and Application tracking systems Required Competencies and Levels 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. BPS : Taking Ownership - Accountable for integrity systems, coherence of strategic choice & wisdom of policies/ accountability for results and tasks. Academic Qualification: MBA preferred Skills : a)Minimum 10 years of experience in HR domain. b) Experience in HR, Payroll tools and Application tracking systems c) Understanding of India taxation, Statutory compliance (PF, ESI, PT etc.) d) Any Graduate To Apply, WhatsApp 'Hi' @ 9151555419 Follow the Steps Below: Click on Start option to Apply and fill the details Select the location as Other ( to get multiple location option ) To Apply for above Job Role ( Chennai ) Type : Job Code # 535

Job Title: Senior Manager - Operations Reporting to: Associate Director/ Director - Operations Span Handled: Proven experience of handling a team of 150+ team members Job Purpose: Manage SLAs, Managers performance, plan short term and long-term strategies along with cross-functional teams for achieving the performance and elevating it to next level. Work Experience: Minimum 13 years of overall experience in medical coding with at least 7 years in a management role. Should have experience in manpower planning and staffing for large teams. Should have experience in client management, process transitions and/or managing multiple KPIs, across Operations, Quality/Training. Goals and Objectives- 1. Meet client SLAs. 2. Meet monthly projected targets, manage and optimize staff utilization. 3. Drive and develop systems and processes to achieve high standards of quality. 4. Manage team and its development 5. Manage hiring and staff movement into different projects. 6. Work closely with Director and Management team to set and/or implement policies. Duties and Job Responsibilities- 1. Initiate and stabilize projects assigned in terms of efficiency and effectiveness. 2. Continually improve processes to achieve operational excellence. 3. Lead, manage, motivate and develop staff. 4. Design KPIs for effective collaboration between teams, which adheres to organizational requirements. 5. Achieve high levels of employee engagement, drive retention strategies. 6. Design and implement road map for employee growth structure upto Manager Level. 7. Collaborate with Cross-functional teams to improve the operational efficiency as well as Quality effectiveness. 8. Plan to make the Department scalable and implement the methods, which will reduce the cost. 9. Conduct periodic and annual reviews with the team 10. Continually improve processes through RCAs, CAPA, Business Intelligence or automation to improve overall efficiency of the department. 11. Bring in value add to overall process. 12. Identify risks in project and plan to mitigate risk through planning and implementation. 13. Plan and delegate the work to the team members to ensure job rotation and job enrichment 14. Simplify complex processes and promote lean strategies. 15. Increase the efficiency of existing processes and procedures to enhance the company’s internal capacity. 16. Knowledge of business productivity software and an aptitude for learning new applications 17. Analyze and improve organizational process and workflow Educational qualifications- 1. Graduation/PG in any of the following: Dpharm/Bpharm/Mpharm/BSC/MSC/Btech or BHMS/BAMS 2. CRC/CPC certified or any other relevant certification from AAPC/AHIMA would be preferred. Key Technical Skills and Knowledge Required- 1. MS Excel 2. PowerPoint 3. Attrition Management 4. People Development 5. Forecasting 6. Staffing and Scheduling 7. Manpower Calculation 8. Excellent Communication skills 9. Target Setting 10. Cost Management Competencies Required- 1. Teamwork and Team Orientation 2. Decision Making 3. Empathy 4. Synergize a Team 5. Time Management and Organization 6. Active Listening 7. Ability to work with numbers, analytical Skills 8. Problem Solving 9. Conflict Resolution 10. Critical Thinking 11. Creative Thinking 12. Coaching and Motivation 13. Emotional Intelligence 14. Adaptability 15. Delegation 16. Project Management

Understand business needs of end user and manage expectations Translate Business needs into effective requirements Analyze current mode of operations (process, network, tools etc related) Propose future mode of operations, standard solutions and best fit for dedicated cases Support application and process teams to deploy FMO Create Low Level Design document and update the same Define Test cases / plan and acceptance criteria for solutions Carry out and / or provide support in System Integration Testing (SIT), interface testing with other Nokia tools and / or customer tool Provide support in User Acceptance Testing (UAT) and / or Operation Readiness Testing (ORT) Able to cover Nokia s Network operation processes: Alarm /Event management, Incident Management, Problem Management, Change Management, Asset and Configuration Management, Field Force Management, Service Level Management etc Able to cover Nokia s network operation tools: EMSs/NMSs (multi-vendor), Netcool, ITSM/Ticketing tool (BMC Remedy), Smart Services Delivery Platform (SSDP), Field Dispatch/ Work force Management (myWFM), insights (Reporting) etc Mandate Skill Set Major tool in scope: ARS/Remedy/ITSM Ticketing environment. The skill and competencies required are Major tool in scope: Remedy/Helix/ITSM Ticketing environment 3+ years of understanding of REMEDY s architecture, functionality, modules (IM, CM, PM, KM, CMDB etc) and workflows. 3+ years knowledge of Process Modeling: identify existing workflows, analyze gaps, define requirements, and create optimized workflows in Remedy Basic Level understanding of databases Integration and APIs: Have knowledge of system integration, such as web services, APIs (Application Programming Interfaces) and data formats (eg JSON or XML) Good and clear communication Ability to explain technical details in simple business language Primary language shall be English Roles and responsibilities. Create and Maintain Low Level Design document (LLD). As and when required, carry out a read out / explain LLD to all stakeholders (end user, application team etc) Create and maintain field mapping ticketing document (eg, values mapping, endpoints, payloads example, etc) between OneITSM and other interfacing tool/s Use Case Analysis: Identify the various scenarios and interactions between users and the ITSM system Test Plan document: Describe the testing approach and provide a detailed description of test scenarios to ensure the ITSM solution functions are working as intended Run the tests in SIT. Support tests in UAT and ORT Retry Mechanism Test: in case of integration failure Support onboarding of new projects / enhancement to existing projects Support in Incident troubleshooting, Investigation, Analysis, and its resolution Analyze the change requests with requestor, Create and agree specification for change requests, Coordinate the development of those changes, Testing of changes