237 Rta Jobs

About the Job The Senior Real Time Analyst position will be responsible for providing Workforce Management (WFM) as a service (RTA role) for a client command center. This person will be managing the vendor network. As Senior Real Time Analyst (RTA), You Will Act as shift point of contact: Overlook the team in the absence of the Manager/Supervisor Conduct RTA huddles and pass updates to the team Act as SME and train new members in the team Queue management: Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day Situational management (vendor level) BCP situations: Tools issues, WFM Systems issues, etc. Routing / downtime issues - Create and manage war room o Make announcements about outages on respective client tools. Intraday Management Facilitate daily syncs with clients/vendors to review performance Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels) Re-forecast within the day to project staffing gaps and share across the network to address over/under staffing Approve and push extra time/VTO/off phone requests by vendors Communicate directly with the stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance Perform root cause analysis (end of day) & provide updates to enterprise network & leadership team Reporting: Track daily/weekly/monthly performance and provide context on the following metrics: Service Level/ASA Shrinkage/Absenteeism EOD reports Additional tasks: Provide regular feedback to the planning and scheduling team As Senior Real Time Analyst (RTA), You Have A University education with a technical background (mathematical or statistical course desirable) is preferred 3+ years previous call center experience required Minimum 1 year WorkForce Management experience is required Previous work experience working with Global vendors is considered an asset Advanced level of MS Excel/Google sheets Pivot Tables V-Lookup/X-Lookup Index/Match Ability to create charts/graphs 1+ years of previous experience with any WFM tools is required NICE IEX Aspect eWFM Verint Calabrio Knowledge of programming / Tableau will be an asset Excel/BI/Reporting tools certifications will be an asset Good communication skills,local language and English (required) Additional languages would be an asset Ability to identify emerging trends, measure impact on the business and use good judgment Experience in facilitating meetings Proactively distill and analyze data, charts, and graphs into actionable insights & present recommendations to stakeholders and other audiences Able to collaborate with clients cross-functional teams and vendor RTA teams Clear and concise, written and verbal communication (in English) Fundamental understanding of call center metrics

Experience & Qualification: Years of work experience required : more then 2 years. Qualification : Graduate Job Location - Thane Role of Responsibilities: Manage end-to-end mutual fund transaction son BSE STAR MF platform. Place financial and non-financial transaction order CAMS, KFintech, and respective AMC websites. Monitor and track mutual fund transactions for discrepancies or issues. Coordinating with AMCs for resolving business-related queries and issues. Respond to queries from Investors, Branches, RMs, Sub-Brokers , and Clients via email and phone. Importing transactions (RTA Feeds) into ACEMF BackOffice System(Accord). Verifying and filing offline mutual fund forms(Financial/Non-Financial). Track change of broker transactions and maintain related MIS reports . Co-ordination with the software developer and supporters of Mutual fund System for system- related issues or developments. Preparing and maintaining MIS and activity reports like: Monthly new registered SIPs Collection reports Stopped SIPs Daily Transactions

Role based in BSv organisation. Leveraging expert knowledge of Process Invoiceing, The Process Invoicing 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 ensure 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. They will manage the contract on a daily basis including operations and finance and complex operational issues and ensure that operations are run according to budget. They will build and develop the team. Their expert domain expertise means they process more complex transactions and producing outputs across Invoice processing activities and manage effective usage of resources in the service delivery - 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

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 Responsible for processing 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. The responsibilities will include, but will not be limited to:¢Preparation (calculation) and processing of complex General Ledger Journals, Accruals, Provisions, allocations and other entries according to the schedule and agreed Client Desktop Procedures¢Initiation of accounting entries based on the non standard events and accounting rules not directly described in the Desktop Procedures, but resulting from other Policies and Accounting Manuals¢Processing of fixed asset related entries, based on the requests and according to schedule and agreed Client Desktop Procedures¢Monitoring of fixed assets related transactions and budgets and contacting the fixed asset owners to initiate the fixed asset capitalization¢Processing of bank statements on daily basis and reconciliation of bank related accounts, as well as clearing and monitoring the sub bank accounts¢Reconciliation of intercompany transactions and agreement of Intercompany balances with counterparties¢Initiation and execution of Intercompany netting / settlements¢Preparation and execution of Period End Close related activities according to agreed time table and procedures ¢Monitoring of Period End Close progress, interacting (and escalating if required) with Clients Finance Controllers or Process Owners to ensure timely closure and reporting¢Reconciliation of low/medium risk balance sheet accounts and review and approval of low risk reconciliations¢Preparation of operational reports from the area of expertise¢Initiation and monitoring of automated transactions, i.e. FX valuation or depreciation¢Preparation of data for financial, management and treasury reporting moving the data from source systems (ERP) to reporting and consolidation systems¢Review and finalization of financial, management and treasury reporting¢Preparation of tax and statutory reporting¢Execution, monitoring and testing of financial controls, as per Client Controls Framework Skills (competencies)

At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world. Job Overview Analyze call arrival patterns and identify key drivers impacting call volume and handle time variations based on historical trends. Generate regular reports and performance metrics related to forecasting accuracy, scheduling efficiency, and operational performance. Resource Occupancy rates and Productivity analysis. Workload and FTE calculations. Report and analyze the Daily, Weekly, and Monthly Contact Center Performance Reports to internal stakeholders. Strong attention to detail and problem-solving skills. Strong business acumen Preferred knowledge of WFM Tool knowledge (Genesys Cloud (preferably), IEX, Verint etc) Quick Learner and ready to take on new role. What your background should look like: Experience in Work force Management , Capacity Planning Experience in MS Excel, WFM Basics (Occupancy, Conformance, Schedule Adherence etc.), Understanding of Aux Usage, Data Proficiency. Good Communication Skills Competencies ABOUT TE CONNECTIVITY TE Connectivity plc (NYSETEL) is a global industrial technology leader creating a safer, sustainable, productive, and connected future. Our broad range of connectivity and sensor solutions enable the distribution of power, signal and data to advance next-generation transportation, energy networks, automated factories, data centers, medical technology and more. With more than 85,000 employees, including 9,000 engineers, working alongside customers in approximately 130 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more atwww.te.com and onLinkedIn, Facebook, WeChat, Instagram and X (formerly Twitter).

Roles and ResponsibilitiesRemote Support Specialist (MR) - Technical 1st level supportPerform technical clarification with SRS on required service incidents; Identify spare parts; Check availability and order before required On-site-visit of CSE. Document it all in the P58 system, while adhering to Good Documentation Practice. Follow the Complaint Handling (PSI/PPI) and Escalation guidelines with prompt attention to internal and external requests. Evaluate the Service reports from Country for GDP. Travel Onsite for Critical Breakdowns, installation of new products. 2nd Level SupportAnalyze the incident with help of the local service engineer, remote diagnostic, data analysis and the knowledge database; take necessary action by using problem solution techniques (SKB) to resolve the Incident; setting priorities as required; submission to HSC/BU for possible solution after studying trends & summarize complex issues. Follow Escalation Matrix as per RSC process to escalate to the CS Headquarter Support Center (HSC) for problem management. Responsible for customer satisfaction of the MR modality, demonstrating proactive attitude and actions to optimize performance and their perception (e.g., proactive checking of high "cost instruments" and developing specific action plans). Develop and maintain relationships with top customers and opinion leaders. On request of the local service organization perform on-site support, work with Area Service Managers on overall regional FSE performance to help in coaching, training, and development opportunities. Documentation of the solution and propose new cases to the knowledge database. Proactive and reactive compilation and evaluation of statistics and issue of adequate reports concerning errors and problems regarding the support of the product, with corresponding interaction with HQ Product Support for product and systems improvement. Contribute to achieving the Mission, Values, and Vision of the company. Always maintain strict compliance to ethical principles and Health, Safety, and Quality norms of the company. Lead regular regional teleconferences and regularly participate in global or regional conference calls and or Exchange/ Focus meetings. Actively transfer knowledge into and around RSC support team to keep a well-balanced skills profile thus maintaining a high quality of service. Work closely with Country Support Team and Spare part planners to support the spare part optimization process through the product life cycle with the goal of increasing customer service level by optimizing replacement parts inventory, test equipment, tools, and technical libraries of FSEs. Configure and maintain IT systems and/or interfaces to other systems in a customer environment for IT related functions. To participate and provide inputs for Productivity / Profitability improvements initiatives and other country Non-Incident Tasks as agreed with RSC in GRP. Education & ExperienceMore than 10 years' experience within Magnetic Resonance Imaging (MRI) Service/Installation. Portfolio knowledge of Clinical/Scientific Workflow within the customer environment is advantageous. Minimum Diploma in Engineering (Electrical and Electronics, Biomedical Engineering etc.) or equivalent education and work experience. Good telephone communications skills- English and Hindi. Preferably Multilingual.

Siemens is an innovation and technology leader in industrial automation and digitalization. In close collaboration with our partners and customers, we are the driving force for the digital transformation in the discrete and process industries. Every day we push the boundaries of what is possible like developing state-of-the-art high-speed trains and intelligent robots. Therefore we need Ambassadors for new insights, hardworking storytellers, and passionate captivators in marketing and sales who make our customer relationships strong. Well open up endless possibilities for you to do just that; make the important things a reality! What you would be doing He / She is responsible for business development Identification of potential areas for growing Low Voltage Motors business Providing techno-commercial support to sales offices in generating business from OEMs and projects for Low Voltage Motors Realize and execute cost optimization for higher winning rate and profitability Driving Go to Market strategies of LV Motors. Competitor analysis, Won-Lost Analysis etc. to define suitable actions and provide required inputs to the team. Required Knowledge and Skills - Strong technical knowledge of Motors and applications. Should have a sound understanding of electrical and mechanical aspects of motor, understanding of VFDs. Sound knowledge and understanding of BIS standards on Motors. Adapt to continually upgrade product know how w.r.t new releases of products and its versions. Quickly learn new tools and put to use. Learn and apply internal processes. Other requirements - Ability to work in a fast-paced, team oriented, and continuous improvement environment for effective problem solving and tasks executed in a timely manner. Good communication and analytic skills required. Strong ownership, and collaborative skills required. Should possess excellent computer skills. The job requires need based travel across India. How do you qualify for the role Experience- 8-10 Years of Experience preferred. Qualification B.E from recognized and reputed University of India. B.E in Electrical preferred.

The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Specialism KYC, AML, Due Diligence APM Roles & responsibilities: Specialism - KYC, AML, Due Diligence As part of our KYC leadership team, you will be directly working with clients to understand long term strategic and mid-term business goals. This role will include the understanding and implementation of KYC lifecycle. You will be able to lead, understand and manage end to end KYC process with basics, KYC review, periodic refresh and remediation. The ideal candidate should possess strong business understanding of finance industry with special focus on KYC lifecycle, AML, Due Diligence, periodic refresh, KYC review, and remediation. He/She should have complete knowledge on ultimate beneficiary ownership, source of fund/income, PEP reviews, negative alert review, and sanctioned countries. He/She should be good with numbers and ability to derive information from data with excellent multi-tasking and creative problem solving. He/She should have strong capabilities in PowerPoint, MS Word and MS Excel. Independently handle clients and client calls establish self as a valued partner Escalate issues to client and internal managers to bring issues to their attention in a short span of time to avoid client escalation Build domain expertise and lead from the front. Help knowledge management endeavour by sharing process knowledge and best practices within the teams Functional & Technical Skills: Graduation (Bcom, BBA, BBM, BCA) / Post Graduation (Mcom, MBA, PGDM) 3 to 5 years of experience in handling team of minimum 10 members and has good experience and knowledge of KYC, AML, Due Diligence. Should be able to understand, manage and calculate risks. Should be good with logical and quantitative abilities.

The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Specialism KYC, AML, Due Diligence APM Roles & responsibilities: Specialism - KYC, AML, Due Diligence As part of our KYC leadership team, you will be directly working with clients to understand long term strategic and mid-term business goals. This role will include the understanding and implementation of KYC lifecycle. You will be able to lead, understand and manage end to end KYC process with basics, KYC review, periodic refresh and remediation. The ideal candidate should possess strong business understanding of finance industry with special focus on KYC lifecycle, AML, Due Diligence, periodic refresh, KYC review, and remediation. He/She should have complete knowledge on ultimate beneficiary ownership, source of fund/income, PEP reviews, negative alert review, and sanctioned countries. He/She should be good with numbers and ability to derive information from data with excellent multi-tasking and creative problem solving. He/She should have strong capabilities in PowerPoint, MS Word and MS Excel. Independently handle clients and client calls establish self as a valued partner Escalate issues to client and internal managers to bring issues to their attention in a short span of time to avoid client escalation Build domain expertise and lead from the front. Help knowledge management endeavour by sharing process knowledge and best practices within the teams Functional & Technical Skills: Graduation (Bcom, BBA, BBM, BCA) / Post Graduation (Mcom, MBA, PGDM) 3 to 5 years of experience in handling team of minimum 10 members and has good experience and knowledge of KYC, AML, Due Diligence. Should be able to understand, manage and calculate risks. Should be good with logical and quantitative abilities.

The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Senior Analyst Roles and responsibilities: Basic knowledge of HTML, CSS, SQL [Not mandatory. Good to have] Knowledge/basic understanding around responsive testing [testing across different devices, operating systems & web browsers] Knowledge of Jira workflow [preferable] Knowledge of using Google Suite products such as Google spreadsheets, Google docs, Google Drive & Gmail Should know basics about Email/SMS/push/in-app marketing Should possess basic information around Marketing automation & CRM technology Should have eye for detail to assist in audits/QA Should have excellent communication skills and be able to interact directly with marketing/campaign owners Ability to work in a high-energy, quickly changing, and demanding environment Should have excellent presentation skills and should be able to clearly communicate ideas, thoughts, and strategies Technical and Functional Skills: Bachelors degree with2 to 3 years of experience in digital marketing space Basic HTML/CSS/SQL Eye for detail to assist in audits English communication skills

The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Senior Analyst Roles and responsibilities: Basic knowledge of HTML, CSS, SQL [Not mandatory. Good to have] Knowledge/basic understanding around responsive testing [testing across different devices, operating systems & web browsers] Knowledge of Jira workflow [preferable] Knowledge of using Google Suite products such as Google spreadsheets, Google docs, Google Drive & Gmail Should know basics about Email/SMS/push/in-app marketing Should possess basic information around Marketing automation & CRM technology Should have eye for detail to assist in audits/QA Should have excellent communication skills and be able to interact directly with marketing/campaign owners Ability to work in a high-energy, quickly changing, and demanding environment Should have excellent presentation skills and should be able to clearly communicate ideas, thoughts, and strategies Technical and Functional Skills: Bachelors degree with2 to 3 years of experience in digital marketing space Basic HTML/CSS/SQL Eye for detail to assist in audits English communication skills

We are seeking a proactive and detail-oriented WFM Real-Time Adherence (RTA) Specialist to join our Workforce Management Analytics team. The RTA Specialist plays a critical role in monitoring service levels, real-time agent adherence, and intraday performance across business units. This role is essential in ensuring optimal staffing, timely response to operational variances, and effective communication between WFM, operations, and support teams. Roles and Responsibilities: Monitor real-time contact centre metrics including agent status, schedule adherence, service level, occupancy, and queue performance across channels (voice, chat, email, etc.). Take immediate action to address any deviations from forecasted staffing levels or KPIs by notifying team leads and escalating issues as needed. Track and report on real-time adherence, shrinkage, and productivity; provide hourly updates and intraday dashboards. Execute intraday re-forecasting and reallocation of resources when demand changes or service levels deviate. Coordinate with operations and team leads to manage unscheduled absences, early logouts, and breaks. Maintain accurate real-time records of agent attendance, login/logout trends, and exceptions. Use the WFM tool (e.g., Genesys WFM mandatory) to monitor live data and apply schedule adjustments. Assist with intraday reporting and analytics, contributing to post-day and post-week performance reviews. Participate in WFM huddles and provide insights to drive performance improvements. Mandatory Skills: Hands-on experience with Genesys WFM Strong understanding of key WFM metrics such as adherence, service level, occupancy, AHT, and shrinkage. Ability to work under pressure in a dynamic, fast-paced environment. Proficient in Microsoft Excel and able to interpret real-time dashboards and reports. Strong verbal and written communication skills for coordinating with teams and providing updates. Ability to work in a fast-paced and dynamic environment. Desired Skills : Familiarity with multi-channel environments (voice, chat, email). Experience in a 24/7 operational setup or global workforce support model. Exposure to intraday re-forecasting tools or workforce scheduling systems. Detail-oriented with strong time management and prioritization skills. Please share your profile at surbhi.malhotra@nlbtech.com

Job Summary: We are seeking a motivated and detail-oriented individual to join our Resource Management Team in an entry-level role. As a member of the team, you will play a crucial role in supporting resource planning and allocation across Tax. This position offers an excellent opportunity to gain practical experience in resource management while working alongside a dynamic and collaborative team. Responsibilities: Assist in resource planning activities, including analyzing project requirements, forecasting resource needs, and identifying potential gaps or conflicts. Collaborate with team members to gather resource availability information, update databases, and maintain accurate records of resource allocations. Support the scheduling and coordination of resources for projects, ensuring optimal utilization and alignment with project timelines. Monitor and track resource allocation and utilization, providing regular updates and reports to leads and project managers. Assist in identifying and resolving resource allocation conflicts, working closely with stakeholders to find suitable resolutions. Contribute to process improvement initiatives by suggesting and implementing enhancements to streamline resource management workflows. Stay updated on industry trends and best practices related to resource management, sharing knowledge and insights with the team as appropriate. Provide administrative support as needed, such as preparing documentation, and maintaining relevant files and databases. Requirements: Bachelor's degree in Business Administration, Management, or a related field. Strong analytical and problem-solving skills with a keen attention to detail. Excellent organizational and time management abilities to handle multiple tasks and meet deadlines. Effective communication skills, both verbal and written, to interact with team members and stakeholders at all levels. Proficient in using productivity tools, such as Microsoft Excel, to analyze and present data. Ability to work collaboratively in a team environment while also being able to work independently when required. Proactive attitude and willingness to learn and adapt in a fast-paced and evolving work environment. Familiarity with resource management software or tools is a plus.

Agent shall provide online customer service support to the application users of the Customers (Users), that consists of the following:handling back office tickets and providing 24 hours a day and 7 days a week online enquiry and chat services to Usershandling Users enquiries, advice and suggestions via email or online toolssupporting other business units by liaising with the relevant teams from the Customers end, accurately documenting Users requests and advice provided to Users, and providing feedback on the cases in the form of documentationhandling Users complaints, special cases or completing ad hoc tasks as required by CustomerBe proactive, readily available as per schedule for incoming chats and answer them promptlyMeet and Exceed the customer expectations, service level and respective targets as agreed, including the customer satisfaction, productivity and quality.Utilize support tools and resources necessary to provide the services at a high level on chats.Proactively identify the improvements to the products and services, raise an alarm whenever there is a bottleneck which hampers the user experience. Qualifications Following are the requirements:Should be able to work with minimum supervision in a WFH modelCandidate should have enough space at his home to have an ergonomic set up for a chair and a table, with good speed of WiFi ( upto 100 Mbps)Should have relevant experience for customer handling on chats.Proficient in either of the combination of languages in all three modes- Writing/ speaking/reading English/Hindi English/Urdu English/BengaliShould be able to score the minimum score on the assessment by the organization. Willing to work for 5 days in a week with two offs ( Split/consecutive) in a 24*7 environment. Should be open to night shifts. Job Location

Deliver presentations and communicate effectively at all levels within the Customer and UKG Pro WFM organization Act as the team's subject matter expert for various UKG Pro WFM Workforce Management Modules Facilitate workshops for complex or large-scale projects to identify requirements, documenting the requirements and developing prototypes to use to confirm requirements back to the customer Acts as mentor/coach to other on the team for workforce management best practices and solution build best practices Designs, develops, modifies and evaluates tools developed to aid the team Assist with Managed Services customer presentations Manage customer project and/or accounts Assists in resolving customer escalations Ability to expand knowledge of UKG Pro WFM' product line through self-study, attend classes and/or participating in Virtual Training. Propose Ideas and Drive Cross functional collaboration projects. Dedicate good time towards mentoring the layers below. ' A highly seasoned specialist professional with wide-ranging experience and in-depth knowledge in a specialized field. Applies comprehensive knowledge of a particular field to resolve complex issues in creative ways. Full knowledge of other related disciplines. Develops solutions to diverse business problems of high complexity which require the regular use of ingenuity and creativity. Analysis of situations or data requires an in-depth evaluation of various factors. Has specialized knowledge of various alternatives and their impact on the business. Challenges are frequently unique, and solutions may serve as precedent for future decisions. Plans and organizes project assignments of substantial variety and complexity. Initiates or maintains schedule for projects and project milestones. Exercises considerable latitude in determining objectives of assignment. Develops departmental policies and procedures, new techniques and standards. Work is reviewed from a relatively long-term perspective, for desired results. Education/Experience' BS/BS degree in Computer Science, Management Information Systems or related discipline (or related experience) 8 - 10 years of relevant work experience Minimum of 8 years of experience implementing a UKG Pro WFM Workforce Management Solution Minimum of 6 years of integrations/APIs development Professional Dell Boomi Developer Certification, ITIL Certification, Project Management, may require additional product certifications

About the Job Are you looking for an exciting new challenge? InTouchCX is looking for you! As one of the worlds leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry. Were searching for a Real Time Analyst & Real Time Analyst Supervisor to lead our RTA Team as they monitor and make changes to positively affect the performance of our Customer Service Representatives. Were looking for someone with a good understanding of contact center functions including scheduling, call queues and forecasting volumes by half-hour segments. Role & responsibilities: Were looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments. As Real Time Analyst, You Will Evaluate large amounts of data Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members. Adjust staffing and scheduling according to changing needs of the business. Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients. Monitor schedules and escalate issues regarding attendance adherence. Work with team members to ensure they know their statistics related to the schedule As Real Time Analyst, You Have High school diploma or equivalent (required) Some post-secondary or completion of post-secondary schooling (preferred) Good communication skills Advanced knowledge of MS Word and Excel Adaptability to learn a variety of software programs A high level of accuracy with regards to data entry Strong analytical and problem solving skills Willingness to learn and adapt to working in a new environment The ability to multitask and self-manage your work. As Real Time Analyst Supervisor, You Will Communicate data in a clear, concise manner to the RTA Team and Operations Evaluate large amounts of data Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees Motivate the RTA team through relationship building and real-time coaching Develop solutions, strategies and action plans to improve business performance and client-partner success Use critical thinking to investigate and develop solutions to address ad hoc issues As Real Time Analyst Supervisor, You Have Some post-secondary or completion of post-secondary schooling (preferred) 1-2 years experience in the contact center and/or customer service industry Minimum 1 year of experience in a supervisory role Advanced knowledge of MS Word and MS Excel The ability to use spreadsheet applications to maintain and develop operational reporting Exceptional time management, organizational and prioritization skills to complete work in a timely manner The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment Adaptability to learn a variety of software programs Strong analytical and problem solving skills.

About the Job Are you looking for an exciting new challenge? IntouchCX is looking for you! As one of the worlds leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry. We’re searching for a Real Time Analyst Supervisor to lead our RTA Team as they monitor and make changes to positively affect the performance of our Customer Service Representatives. We’re looking for someone with a good understanding of contact center functions including scheduling, call queues and forecasting volumes by half-hour segments. As Real Time Analyst Supervisor, You Will Communicate data in a clear, concise manner to the RTA Team and Operations Evaluate large amounts of data Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees Motivate the RTA team through relationship building and real-time coaching Develop solutions, strategies and action plans to improve business performance and client-partner success Use critical thinking to investigate and develop solutions to address ad hoc issues As Real Time Analyst Supervisor, You Have Some post-secondary or completion of post-secondary schooling (preferred) 1-2 years experience in the contact center and/or customer service industry Minimum 1 year of experience in a supervisory role Advanced knowledge of MS Word and MS Excel The ability to use spreadsheet applications to maintain and develop operational reporting Exceptional time management, organizational and prioritization skills to complete work in a timely manner The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment Adaptability to learn a variety of software programs Strong analytical and problem solving skills Interested and Eligible candidates, please share your CV at abdulmohammed.kaleem@intouchcx.com

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)

Project description Mobility Hub (MH) - is a Resource Management practice of internal candidates' movement. It helps Luxoft employees in building new career paths and furthering professional development. Candidate Processing Center (CPC) is a team that takes part in Mobility Hub process. We are looking for CPC Specialist, who will join CPC team and will be responsible for the pre-selected, internal candidates processing administrative activities. Responsibilities 1)To organize all processing after CV Review/PM CV Review till Client interview. 2)Schedule and reflect in LuxHire s-m Technical Interview (Pre-Screen, Codding session), PM CV Review, PM Interview, Task, UTIC, HackerRank test, Client CV Review, Client Interview. Average workload per month40 candidates / 100+ events. 3)Checking all scheduled events for presence from both sidescandidate and interviewer. Tracking accepts of invitations. 4)Cooperation with Mobility Hub Managers, informing them about every scheduled, rescheduled and cancelled events, every notice about candidate or interview's results, all information got from Hiring Managers about candidate. 5)Communication with candidates about their processing organization, providing vacancy description, time for interview scheduling 6)Communication with Hiring Managers and Account Managers about any details of scheduling interviews, providing sometimes additional information about candidate (except SE and possible start date). 7)To track feedbacks, send reminders for those that were overdue to proceed with the next steps. 8)To share feedbacks with candidates and moderate them, if there are some negative and demotivating comments. Request for a structured feedbacks if interviewer provides non informative one. Skills Must have Excellent written and verbal communication skills with the ability to communicate effectively with stakeholders across the business. Advanced knowledge of English (both verbal and written). Good knowledge of MS Outlook, MS Word, MS Excel and MS PowerPoint. Working experience in HR/Recruitment areas or PMO / Administrative positions, a background and knowledge of recruiting is a plus Nice to have Well organized with the ability to manage multiple tasks, shift priorities as needed, and work with tight deadlines. Good self-management skillstakes initiative to learn a new task or explore a problem further without specific instruction. Strong problem-solving skills. Thrives in a fast-paced environment, flexible and adaptable to change. Working experience in a large organization with a branch structure. Other Languages EnglishB2 Upper Intermediate,HindiC2 Proficient Seniority Regular

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

Role Purpose Executive workforce management Do StaffingDeveloping a staffing plan that considers skill sets, replacement and recruiting timing, training, and cross training SchedulingManaging rosters and data in real time, and scheduling non-contact activities like training, meetings, and time off ReportingProducing high-quality workforce data and information, and generating internal reports ForecastingDeveloping strategic and tactical forecasts to ensure resources are scheduled accurately Process improvementIdentifying opportunities for process improvement and working with the WFM product team to implement solutions CommunicationEstablishing clear lines of communication with operations and product teams Risk managementProviding reviews and feedback on areas of potential risk and threats PerformanceEnsuring efficiency and currency of established procedures to achieve optimum performance levels Mandatory Skills: WHRS - Resource Management. Experience1-3 Years.

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

Role Purpose Executive workforce management Do StaffingDeveloping a staffing plan that considers skill sets, replacement and recruiting timing, training, and cross training SchedulingManaging rosters and data in real time, and scheduling non-contact activities like training, meetings, and time off ReportingProducing high-quality workforce data and information, and generating internal reports ForecastingDeveloping strategic and tactical forecasts to ensure resources are scheduled accurately Process improvementIdentifying opportunities for process improvement and working with the WFM product team to implement solutions CommunicationEstablishing clear lines of communication with operations and product teams Risk managementProviding reviews and feedback on areas of potential risk and threats PerformanceEnsuring efficiency and currency of established procedures to achieve optimum performance levels Reinvent your world.We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

Role Purpose Executive workforce management Do StaffingDeveloping a staffing plan that considers skill sets, replacement and recruiting timing, training, and cross training SchedulingManaging rosters and data in real time, and scheduling non-contact activities like training, meetings, and time off ReportingProducing high-quality workforce data and information, and generating internal reports ForecastingDeveloping strategic and tactical forecasts to ensure resources are scheduled accurately Process improvementIdentifying opportunities for process improvement and working with the WFM product team to implement solutions CommunicationEstablishing clear lines of communication with operations and product teams Risk managementProviding reviews and feedback on areas of potential risk and threats PerformanceEnsuring efficiency and currency of established procedures to achieve optimum performance levels Reinvent your world.We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

Role Purpose Leading a team for performing data analysis and reporting statistical reports and key trends as support for business decisions. Daily, Month end and Quarter end Report generation, PPTs, in-depth and accurate data analysis. Developed various dashboards and reports using Excel, VBA and Power BI. Do 1. BAU reports Release all daily BAU reports after thorough review. Make sure that all daily reports are Reports are released on time and with accuracy by maintaining tracker. Managing a team who generates and distribute management reports in accurate and timely manner. Generate both periodic and ad hoc reports as needed. Understand customer problems and Provide appropriate technical solutions. Preparing Month end and Quarter end ppts for management reviews, attending regular meetings with the management to note all the latest updates and cascading the same to team members. Mentoring and coaching the team members in new technology to improve the skills etc. 2. Analyze the data Interprets data and turns it into meaningful information which can offer ways to improve a business, thus affecting business decisions. Responsible to gather information from various sources and interpret patterns and trends. Creating dashboards and key trends using analytic tools like Power BI so that users can get the desired views. 3. Automation Responsible to automate all the manual reports to reduce the effort and save time. Regular meetings with the automation team to track the status and target to close all the automation before time. 4. UAT and enhancement in reports Perform UATs when there is any new changes in the dumps or reports are created. Give the UAT comments, document the test results and deviations. Make changes in existing reports during re-org, design new reports based on new requirement, Deliver No PerformanceParameter Measure 1 Fulfilment/ WFM Net Add targets as per plan Overdue demand as % of total demand Fulfilment parameters Reinvent your world.We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.