1070 Wfm Jobs - Page 5

Title : Analyst - Legal & Compliance (working for European Client company) Reports to : Team Manager Legal & Compliance Profile : You have at least 2 - 3 years experience in the legal/secretarial department of any organisation or have worked in a law firm. You are willing and looking to consolidate and grow your skills and talents in the long term with a company that works in a strong team and results-based environment. You speak English fluently. Responsibilities: Manage the legal, secretarial, and corporate requirements for approximately 100-150 entities across Europe within the Real Estate Industry. Organize board meetings, prepare board minutes, and oversee their execution. Coordinate with service providers for board meetings of non-Luxembourg-based entities and review the minutes for accuracy. Review project structure charts (SC) and provide updates on any changes during the quarter. Draft loan agreements and shareholder resolutions for contributions, approval of financial statements, review legal documents from external parties, and ensure their accuracy. Oversee restructuring and financing activities in collaboration with internal teams and external advisors. Maintain and update the company database/repository and assist with virtual archiving processes. Act as the corporate officer of the entities assigned post the acquisition, managing their corporate lifecycle until the entities are disposed of or sold. Collaborate with cross-European, UK, and internal management teams, as well as service providers and advisors, to ensure efficient corporate governance for all projects and entities. Liaise with finance, tax, acquisition, and disposal teams for day-to-day operations and to incorporate advice into legal documentation. Other skills: Ability to work independently as well as be a team player; Able to take direction and ask questions; Strong organizational skills; Eye for detail; Resourcefulness; Excellent communication skills; Fluent English, any other language will be an advantage (especially German, French or Spanish); Total proficiency with MS Office standard applications; Experience working with and maintaining strong professional rapport with lawyers, auditors, notaries, service providers. 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 contractSLAs 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

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

Job Description: Candidate has minimum of 1 year experience, preferable in Workforce Management (WFM) or Resource Management (RM). The primary responsibility is to manage the RM tools and reporting. Candidate needs to act as primary liaison to the recruiting group on behalf of Resource Management. Perform Ad-hoc reporting request. Act as a change agent to stakeholders as the Resource Management group implements new processes and tools. Specifically, will focus on the tactical/transactional areas of our business. Critical skills required: Workable knowledge on MS Office tools. Able to share clear view on written and verbal communication. Good Analytical Skills & problem-solving skills. Pro-active & Positive Attitude. Ability to Work efficiently and effectively in a team. Have the ability to escalate issues with a view to bringing about a win-win resolution. Basic phone & email etiquette are desirable as candidate would need to interact with onshore clients/external entities on a regular basis Gurgaon location - sector 48 candor tech space Noida location - sector 127- tech Boulevard fixed dayshift with sat/sun week off both side cab service will be provided.

Preferred candidate profile Good communication skills Candidates should have minimum 6 years of experience in scheduling Overall 10 years of experience in WFM or Global Command Center operations should have experience working on IEX tool mandatory Additional details mode of work remote or hybrid shift Flexible to work for US and UK Office location Bommanahalli Bangalore Role & responsibilities Manage the headcount forecasting process with consideration of known business events and strategies Develop, supervise, lead, & coach a specialized Workforce Planning team, from the ground up, in defining best practices for producing accurate forecasts and schedules that will optimize cost effectiveness and operational efficiency, while meeting Service Level objectives to deliver a high degree of Guest Satisfaction. Analyze trends within assigned operations, including contact volumes, contact patterns, in-store traffic, inbound & outbound shipments, staff productivity, staff capacity and resource allocation, and use the analysis results to forecast arrival patterns. Manage large amounts of data to identify workforce shortages, conduct root cause analysis while working toward strategically impactful solutions to address these issues. Work with marketing and finance partners to understand key drivers (such as specialty programs and environmental issues) and capacity needs. Leverage and manage historical data to develop educated assumptions for planned initiatives and future forecast periods. Assure accurate monthly/weekly/daily/intraday forecasts Lead Operational meetings with Management, to ensure everyone is proactively prepared for the expected events of the day. Manage configuration and support of ongoing initiatives such as flexible schedules and PTO allowances. Provide real time and historical contact centre data to management team, including key performance indicators such as AHT, Shrinkage, Adherence, Conformance, Service Level etc., working closely with them to proactively identify ways to improve results. Assume ultimate responsibly for daily Service Level attainment through properly Forecasting call volumes and AHT, producing efficient schedules, and effectively managing the intraday operation. Drive the Workforce Planning team to meet its weekly, monthly, and annual expectations on the critical Forecasting Accuracy, Schedule Efficiency, and Agent Delivery KPIs that are specific to the Workforce Planning team. Recommend, organize, develop and help implement process improvements and training enhancements, using experience and facts to support. Manage schedule interface staffing rules and settings to maximum use of the application and assure a positive end user experience. Serve as an internal expert on Key Performance Indicators ("KPIs") that impact the ability to consistently and effectively meet Service Level and guest expectations. Assure timely system updates of staff movement, historical results and proper trending within the WFM application. Other duties and special projects as assigned.

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

As a Workforce Services Senior Analyst at Accenture, you will be part of the Customer Support vertical, where your primary responsibilities will include managing and resolving customer queries, handling escalations and complaints from dissatisfied customers, and ensuring the best possible resolutions. Your role will also involve closing faults and complaints within SLAs. Your key focus will be on strategically aligning people and resources to business objectives in order to optimize and automate scheduling and performance management based on agent availability, forecasted call volumes, and revenue targets. The Workforce Management team, to which you will belong, plays a vital role in maximizing performance levels and competency within the organization. This encompasses various activities such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. As part of the team, you will be responsible for owning client relationships and collaborating on Capacity Planning/Schedule Adherence to provide insights and feedback on performance capacity gaps and opportunities. Your role will involve identifying, evaluating, and driving continuous improvement in Service Delivery Performance, as well as innovating in the workforce management space to enhance efficiencies. Additionally, you will ensure adherence to revenue and cost targets, own efficiency improvement goals, and partner with regional leads to maintain compliance with internal and client audits. To excel in this role, you should possess proficiency in Microsoft Excel and PowerPoint, along with being adaptable, flexible, and capable of working effectively in a team environment. Strong written and verbal communication skills, agility for quick learning, the ability to meet deadlines, and expertise in Workforce Analytics and Workforce Experience Analytics are also essential. In your daily tasks, you will be expected to analyze and solve increasingly complex problems, with interactions primarily with peers within Accenture and occasional engagement with clients and/or Accenture management. While you will receive minimal instruction for daily work and tasks, you can anticipate a moderate level of guidance for new assignments. The decisions you make will impact your own work and potentially that of others. This role may involve working in rotational shifts. If you have a Bachelor's degree and 5 to 8 years of relevant experience, and you are looking to contribute to a global professional services company with a focus on digital, cloud, and security capabilities, Accenture offers an opportunity for you to leverage your skills and expertise to drive value and shared success for clients, stakeholders, and communities.,

The Solution Consultant II (Kronos/WFM/HCM Consultant) position at UKG (Ultimate Kronos Group) in Noida, UP, India requires you to leverage cutting-edge technology to deliver superior workforce management solutions to clients. In this role, you will be responsible for collecting, analyzing, and documenting business requirements, creating technical specifications, and ensuring the system's configuration aligns with client needs. Your expertise in workforce management software will be crucial in maximizing benefits for customers. Effective communication skills and the ability to manage complex environments and client relationships are essential for success in this role. Key Responsibilities: - Documentation: Gather, analyze, validate, and document business requirements, and create detailed technical specifications for the implementation team. - Build and Configuration: Implement system build and configuration, adhering to the original design and client requirements, and provide expert knowledge and best practices during the Build phase. - Testing Support: Assist in functional testing, integration testing, and user acceptance testing (UAT) phases. - Best Practices: Advocate for and implement industry best practices in workforce management, process optimization, and system configuration. - Effective Communication: Communicate complex technical concepts to both technical and non-technical stakeholders using use cases, visual diagrams, and process flow charts. - Travel: Travel up to 25% may be required for client meetings and project support. Qualifications: - Education: Bachelor's degree or equivalent in Computer Sciences or a related field. - Experience: - 3+ years of experience in implementing Workforce Management software or a similar domain. - Experience in implementing WFM modules like Time Keeping and Accruals is essential. - Prior experience in supporting functional testing, integration testing, and UAT.,

The role within Group Technology and Operations (T&O) focuses on enabling and empowering the bank by managing operational processes efficiently. The primary goal is to optimize resources, enhance risk controls, and achieve business objectives through real-time management. One of the key responsibilities is overseeing Call Centre Financials, including budgeting and reconciling expenses, as well as identifying revenue-generating opportunities from CCTR. Key Requirements: - Conduct data analytics and MIS with a focus on process and risk management to enhance customer and employee experience - Drive analytics to identify efficiency gaps in CCTR processes - Monitor expenses to ensure costs remain within budget - Collaborate with various teams and stakeholders to identify cost-saving and efficiency-enhancing opportunities - Lead improvement projects and deliver reports for effective measurement of CCTR metrics Job Duties & Responsibilities: - Perform WFM-related activities such as forecasting, staffing, scheduling, and real-time adherence - Generate performance data and dashboards, publish performance scorecards - Collaborate with management and operations to enhance utilization and efficiencies in customer centers - Analyze data trends, identify root causes, and provide information to team members and department leadership - Present findings to management as needed - Proficiency in MS Excel, VBA macro, and Power apps, with experience in WFM tools like Verint WFM and Nice IEX Strategic Projects: - Act as the CCTR SPOC for strategic projects - Ensure CCTR needs are met during project development - Streamline and optimize the servicing scenario for efficiency Experience: - Over 10 years of experience in various profiles such as Operations, WFM, Analytics, and Project Management in CCTR or related industries Education / Preferred Qualifications: - Bachelor's Degree from a recognized University This full-time position in Customer Service is based in Maharashtra, Pune. The role involves regular scheduling and is ideal for individuals with a strong background in operations, analytics, and project management within the CCTR industry.,

WFM RTA GURGAON Minimum 12 Months WFM RTA International BPO Exp Mandatory Required Candidate profile Atleast 1 year experience as RTA in International process Tool Knowledge IEX, VERINT, AVAYA,Genesys Should have good communication in English Immediate Joiners OR Max 1 month notice period candidates can apply CTC Up to 8.3LPA( Depending Upon Last 25 % - 35 % Hike ) Opportunity to work in a fast-paced, international work environment Willingness to work in rotational shifts and on rotational offs UnderGraduates Can Apply NOTE - NOTICE PERIOD OF MORE THAN A MONTH WILL TOTALLY NOT WORK SO APPLY ACCORDINGLY Interested in Joining? Call HR Ankita : +91 8840819455 Email: ankita2.jobfinder@gmail.com Please share this opportunity with friends who are actively looking for jobs!

We are hiring for Intraday RTA in Movate - Formerly CSS Corp pvt ltd. Note: Candidates must have 2 years of experiences in RTA willing to work in night shifts. Required for Immediate joiner's Role & responsibilities Ensure staffing commitments are met on a real time / interval level basis and establish controls to maintain service level goals Responsible for monitoring real-time activity and providing recommendations in order to optimize daily Staffing / Service Responsible for monitoring real-time activity and providing recommendations in order to optimize daily Staffing / Service Respond to client requests on staffing and service related queries accurately and in a timely manner Respond to client requests on staffing and service related queries accurately and in a timely manner Preferred candidate profile Monitor CMS for SLA - SL%, Abandoned %, Wait time & IMC as applicable to Project to check deviation from required Compare staffing, AHT & forecast for planned versus actuals - CMS versus IEX, EWFM, Excel Report interval update with accuracy and within the stipulated TAT Compare real time CMS with Schedule data from Excel, IEX or EWFM Report out requirements to Operations for real time staffing needs All Reports should be sent with accuracy and within TAT All Reports should have the stakeholders copied (internal & external) as deemed necessary for the Project Client responses should be specific and should be reported within the stipulated TAT and with accuracy Adhere to all organization processes and policies

Role- Workforce Management Location- Mangalore Immediate - 30 Days Skills- BPO International Voice RTA, Advanced Excel, Macros Contact- 7742324144

We are seeking a Business Analyst with experience of time tracking, scheduling and absence requirements within a complex multi-business unionized environment. You will ideally have a background working with UKG Dimensions, UKG Pro WFM or other similar time and attendance applications involving complex time and attendance scenarios. This role will take the lead in partnering with our business teams to solve business challenges by leveraging process, technology and systems expertise . Responsibilities: Identifying , analyzing, and prioritizing business and functional requirements Leading workshops to capture business requirements and system processes Developing requirements documents, specifications, process flows, data mapping and diagrams for developers and testers to follow. Working with Solution Architects to translate business requirements into technical specifications Developing, documenting and executing test cases to serve the overall quality assurance process Understanding and maintaining our Time and Attendance systems to ensure our employees are paid in alignment with our pay policies and practices Working closely with all levels of the organization from different HR functions to Business Leaders to Finance provide consulting guidance and leadership Assisting in the development of training documentation and manage the execution of end user training Qualifications: Bachelor s degree or equivalent business experience preferred 5+ years experience in time & attendance process definition and requirements gathering Experience with executing T&A system implementations and projects Experience in a global environment working across multiple countries Possesses strong analytical skills to critically evaluate information Possesses strong presentation and documentation skills Must be a team player but also able to work independently Ability to build and maintain strong relationships across functions to drive teams towards success-based results Must be focused, goal driven, accountable, and exhibit significant attention to detail Experience of Kronos WFC and/or UKG Dimensions/Pro WFM a strong advantage

Candidate should be currently working as a Manager / Assistant Manager on papers in WFM for a BPO. Qualification - Graduate Shift - Rotational Shifts Work Location - Bangalore / Gurgaon Required Candidate profile Immediate Joiners OR Max 45 days notice period candidates can apply Call HR Sadiq @ 8904378561 for more details.

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

Senior Manager Workforce Management (WFM) IGT Solutions Pvt. Ltd. Location : Pune, India Shifts : Rotational (24x7 environment) Company Profile IGT Solutions Pvt. Ltd. is a leading IT and BPM services provider, specializing in the Travel, Transportation, and Hospitality industry. With over 10,000+ travel experts across 15 global delivery centers , IGT delivers cutting-edge services in Application Development, Testing, Analytics, Contact Center Services , and more. We pride ourselves on offering equal employment opportunities and fostering a diverse, inclusive, and harassment-free workplace. Job Summary We are hiring a Senior Manager Workforce Management (WFM) to lead and manage planning, forecasting, scheduling, and real-time management for our operations. The ideal candidate will have strong analytical skills, hands-on experience with WFM tools like IEX , and the ability to drive performance excellence through data-driven decision-making. Key Responsibilities Manage all aspects of Workforce Management : Capacity Planning, Scheduling, Forecasting, Real-Time Management, and Reporting. Monitor KPIs and ensure performance targets are met. Collaborate with Operations and cross-functional teams. Handle ad-hoc requirements , outages, and schedule adherence. Deliver timely and accurate MIS reports and dashboards. Conduct daily/weekly performance reviews with stakeholders. Drive outlier management and ensure efficiency across metrics. Maintain high data integrity and quality. Generate reports/ad-hoc dashboards to meet client expectations. Proactively identify solutions to mitigate business performance risks. Ensure client and internal reporting requirements are met within TAT and accuracy standards. Candidate Profile Experience in WFM (Planning, Scheduling, Forecasting, Reporting) mandatory. Hands-on expertise in WFM tools like IEX, Avaya, Verint, or Blue Pumpkin. Proficient in MS Excel ; capable of training teams in Excel reporting. Strong analytical and problem-solving skills. Excellent verbal and written communication ; ability to interact with senior leadership and clients. Decision-maker with the ability to work under pressure in a 24x7 environment. Prior experience as a Manager or equivalent designation in a BPO WFM function is required. Perks and Benefits Inclusive and equitable workplace culture. Global exposure in the Travel & Hospitality industry. Opportunities for upskilling and professional growth. Performance-based recognition and advancement. Equal Opportunity Statement IGT Solutions is an equal opportunity employer. We ensure all employment decisions are made without regard to age, gender, gender identity, sexual orientation, race, religion, disability, veteran status, or any other protected category. If you're a dynamic professional with a passion for workforce planning and optimization, apply now and become a part of our growing team!

Skill required: Capacity Planning & Forecasting - Customer Acquisition Strategy & Implementation Designation: Workforce Services Specialist Qualifications: Any Graduation Years of Experience: 7 to 11 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.the process of determining how many workforce resources an organization needs today, tomorrow, and as much as five years into the future.Design and implement strategies to assist our clients in their strategies to grow and acquire customers. What are we looking for Workforce AnalyticsWorkforce Experience AnalyticsWorkforce Management (WFM)Adaptable and flexibleAbility to perform under pressureProblem-solving skillsWritten and verbal communicationCollaboration and interpersonal skillsMicrosoft ExcelMicrosoft PowerPoint Roles and Responsibilities: In this role you are required to do analysis and solving of moderately complex problems May create new solutions, leveraging and, where needed, adapting existing methods and procedures The person would require understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor May interact with peers and/or management levels at a client and/or within Accenture Guidance would be provided when determining methods and procedures on new assignments Decisions made by you will often impact the team in which they reside Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shiftsSupport coordination and documentation for board and committee activities.Manage governance meetings, including agenda preparation, minute-taking, and SLA/status reporting.Act as a liaison between senior stakeholders and the Bangalore team to facilitate effective communication.Maintain and report governance-related data using Jira tracking systems. Qualification Any Graduation

Job description Role: Real Time Analyst Designation: Associate Location: Chennai (Ambit IT Park) Shifts: Flexible to work in Night Shifts Work Model: Work From Office Looking for immediate joiners only Skills: Proficient in Excel. Strong analytical skills. Ability to prioritize and multitask. Strong interpersonal skills to build and foster stake holder relationships Excellent written and verbal communication skills. Proactive issue resolution skills and process improvement. Ability to positively interface with the Clients. In-depth knowledge of Project SLA metrics applicable to WPO KPI: Real time queue management Idle management. Shrinkage management. Meet Project SLA. Provide RCA. Reporting Accuracy & Timeliness (Project & Associate Level). Accurate and Timely Exception Processing on IEX/EWFM. Client Escalation would be a Negative marker

Skill required: Capacity Planning & Forecasting - Customer Acquisition Strategy & Implementation Designation: Workforce Services Senior Analyst Qualifications: Any Graduation Years of Experience: 5 to 8 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.the process of determining how many workforce resources an organization needs today, tomorrow, and as much as five years into the future.Design and implement strategies to assist our clients in their strategies to grow and acquire customers. What are we looking for Workforce AnalyticsWorkforce Experience AnalyticsWorkforce Management (WFM)Ability to perform under pressureAdaptable and flexibleProblem-solving skillsWritten and verbal communicationCollaboration and interpersonal skillsMicrosoft ExcelMicrosoft PowerPoint Roles and Responsibilities: In this role you are required to do analysis and solving of increasingly complex problems Your day to day interactions are with peers within Accenture You are likely to have some interaction with clients and/or Accenture management You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments Decisions that are made by you impact your own work and may impact the work of others In this role you would be an individual contributor and/or oversee a small work effort and/or team Please note that this role may require you to work in rotational shiftsSupport coordination and documentation for board and committee activities.Manage governance meetings, including agenda preparation, minute-taking, and SLA/status reporting.Act as a liaison between senior stakeholders and the Bangalore team to facilitate effective communication.Maintain and report governance-related data using Jira tracking systems. Qualification Any Graduation

Project Role : Application Designer Project Role Description : Assist in defining requirements and designing applications to meet business process and application requirements. Must have skills : Kronos Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time educationRoles and responsibilities:Collaborate with project teams and client stakeholders to support project delivery.Perform maintenance and configuration activities for Kronos modules such as accruals and timekeeper.Prior experience in supporting functional testing, integration testing and UAT preferred.Assisting the customer with testing, understanding the solution and hand holding during handover of the system.Experience in Test automation and/or manual testing wrt UKG platform.Mentor junior members.Thrive in a team environment, while also possessing the ability to work independently.Proven ability to work creatively and analytically in a problem-solving environment.Solid interpersonal skills to interface with co-workers and customers and manage specific tasks to completion with minimal direction.Proven ability to build, manage and foster a team-oriented environment.Desire to work in an information systems environment. Technical and Professional Experience:Candidate having Boomi Experience to be considered. WIM experience will be not sufficient for this role.Minimum of 2-4 years of experience in Pro WFM domain is a must.Minimum 1+ years of experience in Pro WFM.Very good experience in Kronos with functional expertise in Timekeeping, Accruals, Basic Scheduler.Must have knowledge on Business Structure Setup and Labor Category Setup in Pro WFM.Must have knowledge on Tiles Setup and Display Profiles Setup in Pro WFM.Must have Practical Experience/Exposure and knowledge in Boomi.SQL Reporting and WIM Integration are an added advantageGood to have knowledge on Data Views Setup.Knowledge on building custom reports using BIRT tool will be an added advantage.Good to have knowledge on managing CRT tables and integrations in Pro WFM. Additional Information:Ready to work in shifts. Qualification 15 years full time education

Project Role : Application Designer Project Role Description : Assist in defining requirements and designing applications to meet business process and application requirements. Must have skills : Kronos Good to have skills : NAMinimum 5 year(s) of experience is required Educational Qualification : 15 years full time educationRoles and responsibilities:Collaborate with project teams and client stakeholders to support project delivery.Perform maintenance and configuration activities for Kronos modules such as accruals and timekeeper.Prior experience in supporting functional testing, integration testing and UAT preferred.Assisting the customer with testing, understanding the solution and hand holding during handover of the system.Experience in Test automation and/or manual testing wrt UKG platform.Mentor junior members.Thrive in a team environment, while also possessing the ability to work independently.Proven ability to work creatively and analytically in a problem-solving environment.Solid interpersonal skills to interface with co-workers and customers and manage specific tasks to completion with minimal direction.Proven ability to build, manage and foster a team-oriented environment.Desire to work in an information systems environment. Technical and Professional Experience:Candidate having Boomi Experience to be considered. WIM experience will be not sufficient for this role.Minimum of 5 to 7 years of experience in Pro WFM domain is a must.Minimum 3+ years of experience in Pro WFM.Very good experience in Kronos with functional expertise in Timekeeping, Accruals, Basic Scheduler.Must have knowledge on Business Structure Setup and Labor Category Setup in Pro WFM.Must have knowledge on Tiles Setup and Display Profiles Setup in Pro WFM.Must have Practical Experience/Exposure and knowledge in Dell Boomi.SQL Reporting and WIM Integration are an added advantage.Good to have knowledge on Data Views Setup.Knowledge on building custom reports using BIRT tool will be an added advantage.Good to have knowledge on managing CRT tables and integrations in Pro WFM. Additional Information:Ready to work in shifts. Qualification 15 years full time education

Project Role : Application Developer Project Role Description : Design, build and configure applications to meet business process and application requirements. Must have skills : Infor WFM Workbrain Good to have skills : NAMinimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Developer, you will design, build, and configure applications to meet business process and application requirements. A typical day involves collaborating with various teams to understand their needs, developing solutions that align with business objectives, and ensuring that applications are optimized for performance and usability. You will also engage in problem-solving activities, providing support and enhancements to existing applications while maintaining a focus on quality and efficiency. Roles & Responsibilities:- Expected to be an SME.- Collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Provide solutions to problems for their immediate team and across multiple teams.- Facilitate knowledge sharing sessions to enhance team capabilities.- Monitor project progress and ensure timely delivery of application features. Professional & Technical Skills: - Must To Have Skills: Proficiency in Infor WFM Workbrain.- Strong understanding of application development methodologies.- Experience with software configuration and customization.- Ability to troubleshoot and resolve application issues effectively.- Familiarity with integration techniques for various business systems. Additional Information:- The candidate should have minimum 5 years of experience in Infor WFM Workbrain.- This position is based at our Pune office.- A 15 years full time education is required. Qualification 15 years full time education

Project Role : Application Lead Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact. Must have skills : Infor WFM Workbrain Good to have skills : NAMinimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Lead, you will lead the effort to design, build, and configure applications, acting as the primary point of contact. Your typical day will involve collaborating with various teams to ensure that application requirements are met, overseeing the development process, and providing guidance to team members. You will also engage in problem-solving activities, ensuring that the applications are aligned with business needs and technical specifications. Your role will require effective communication and coordination to facilitate smooth project execution and delivery. Roles & Responsibilities:- Expected to be an SME.- Collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Provide solutions to problems for their immediate team and across multiple teams.- Facilitate knowledge sharing and mentoring within the team to enhance overall performance.- Monitor project progress and ensure adherence to timelines and quality standards. Professional & Technical Skills: - Must To Have Skills: Proficiency in Infor WFM Workbrain.- Strong understanding of application design and development methodologies.- Experience with project management tools and techniques.- Ability to analyze and troubleshoot application issues effectively.- Familiarity with integration processes and data management. Additional Information:- The candidate should have minimum 5 years of experience in Infor WFM Workbrain.- This position is based at our Pune office.- A 15 years full time education is required. Qualification 15 years full time education

Job Summary: We are looking for an experienced and dynamic Practice UCC Architect to lead and grow our Unified Communications & Contact Center (UC&C) solution offerings under the Digital Workplace Practice . The ideal candidate brings strong technical expertise in platforms such as Microsoft Teams, Cisco, Zoom , and Contact Center technologies including Genesys, NICE, Five9, Avaya , etc. The role demands a proven track record in solution development, pre-sales support, go-to-market (GTM) strategy, partner ecosystem development, and large-scale implementations. Key Responsibilities: Practice Leadership & Strategy: Define and lead the overall strategy for Unified Communications and Contact Center services. Build a comprehensive roadmap across UC, collaboration, and CCaaS platforms. Develop reusable frameworks and accelerators to standardize and enhance service delivery. Stay current with emerging technologies and continuously evolve the service portfolio. Solution Offering Development: Design scalable and customizable UC&C and Contact Center solutions. Recommend best-fit platforms and integration approaches (e.g., Teams Phone, Webex, Zoom, Genesys Cloud, NICE CXone). Provide architectural direction for hybrid, cloud, and on-premise models. Ensure all solutions are secure, resilient, and scalable. Pre-Sales & Client Engagement: Act as a technical advisor during customer engagements, including RFPs, demos, and PoCs. Partner with sales and business development to drive pipeline and solution sales. Engage with C-level stakeholders, translating business needs into technical solutions. Partnerships & GTM Execution: Build and manage strategic relationships with key technology partners. Lead GTM efforts for internal enablement and external market positioning. Optimize partner certifications, incentives, and co-sell opportunities. Upskill delivery teams to align with evolving solution capabilities. Drive delivery excellence through standardized frameworks and governance. Thought Leadership & Evangelism: Represent the UC&C practice at industry events, client forums, and webinars. Contribute to thought leadership via whitepapers, blogs, and case studies. Candidate Profile: Experience: 15+ years of experience in Unified Communications and Contact Center domains. 5+ years in a leadership, consulting, or practice management role. Deep understanding of enterprise voice, VoIP, SIP, PBX, SBCs, and cloud-based calling. Hands-on expertise in Microsoft Teams Phone, Cisco CUCM, Webex Calling, Zoom Phone. Proficiency in platforms like Genesys Cloud, NICE CXone, Five9, Avaya, Talkdesk, Amazon Connect. Experience integrating with CRMs (Salesforce, Dynamics), IVR, WFM/WFO, and analytics tools. Strong history of building solution portfolios, scaling practices, and driving GTM initiatives. Experience in managing globally distributed teams and delivery models. Soft Skills: Strong leadership and practice-building capabilities. Excellent client-facing communication and presentation skills. Strategic thinker with the ability to align technology to business goals. Effective multitasker in a fast-paced, high-performance environment. Preferred Certifications: Microsoft Certified: Teams Voice Engineer Expert Cisco Collaboration Certifications (CCNP Collaboration or higher) Genesys or NICE platform certifications Required Skills Unified Communication,Contact Center Solutions,Voip, Presales

About the Role You would own the P&L of the category and maintain end-to-end visibility of how the category is functioning. Devise and implement strategies for growing the category with plan assortment, prices, offers, promos, etc., of your respective category. Understand consumer behavior, preferences and strategies followed by competitors and spot broader trends to increase SKUs and customer basket size. What you will do You will drive marketplace growth of newly launched categories, keeping in mind the consumer and the competition You will own the P&L (profit and loss) statement for the relevant categories in alignment with business goals You will be responsible for revenue targets as well as gross margins You will be responsible for merchandising, assortment planning, option planning pre-season and in-season You will identify broader trends and fill in category gaps You will coordinate with marketing, supply chain, cataloguing, finance, commercial and other functions of the organisation You will drive visibility plans, promotion plans, and coordinate between the internal marketing teams and that of users What you will need Strong Analytical skills, ability to use data to come up with solutions to problems Skills in driving problems to solutions and opportunities Ability to Problem-solve using qualitative & quantitative data on consumer insight Proven people management skills Ability to work with cross-functional teams and stakeholder management

About the Role: This position reports to the real time adherence supervisor. Under general supervision the real time adherence analyst is responsible for monitoring and managing workforce KPIs in real time utilising Alvaria applications Cisco and Asus. This position communicates tactfully with business leaders to request actions that will maximise utilization of personnel, meet targeted call center service levels quality standards and effectively serve customers to ensure service level goals are met within the care and sales organizations. This position is responsible for maximising performance of the contact centers by analysing real time statistics measuring performance to forecast and projecting future performance based on historical data. The RTA analyst will also be responsible for intraday staff adjustments (including OT and VTO) to help manage occupancy and ASA through real time monitoring and analysis of contact volumes, AHT and staffing requirements compared to forecast. About the Client: Our client is a Fortune 500, nationwide, telecommunications and media organization made up of multiple brands. They are the largest broadband communications and video services providers in the United States, serving nearly 5 million residential and business customers. They are spread across 21 states with an advanced portfolio of connectivity services, focused on bringing their customers and communities together. With us, you can build a career that creates impact both personally and professionally. Responsibilities: Provides exceptional internal customer service by communicating proactively via IM, email, and/or phone with call center stakeholders to achieve targeted service level and other quality standards. Ability to apply critical thinking skills and use decisive judgement under minimal supervision to make important business decisions. Utilises a variety of software such as Alvaria real time adherence, Alvaria eWorkforce management, Cisco and Aceyus to monitor real time adherence and respond to call centre call drivers. Responds and reacts to call centre call drivers such as outages and planned or unplanned events to ensure the company meets service level targets. Enters and adjusts employee exceptions including updates to schedules via the alarms process taking call outs or working the shared inbox. Responds to meeting, project coaching request shift change requests and other requests to approve or deny the activity. Proactively works to facilitate, approve or deny overtime, generate overtime schedules, voluntary time off, and other requests. Maintain records of all outages with all specific time stamps and follow up actions if applicable. Communicates non-compliance to supervisors via email and/or verbally. Initiate emergency procedures as needed. Assists in data gathering and report preparation. Other duties as assigned. Qualifications: High school diploma or equivalent work experience and technical training is required. One plus years of analytical and operational experience. Prior experience in a call center environment. Understanding of arrival patterns and dependencies. Extensive knowledge of MS Excel demonstrated pivot tables, graphing, etc. Ability to think critically and make data driven recommendations. Demonstrated track record of analytical contributions to achievement of department goals. Proficiency with report coordination and report development. Ability to handle multiple assignments simultaneously and collaborate across multiple business units. Work well under pressure to meet deadlines and function with minimal supervision. Ability to establish and manage effective relationships at all levels. Non-technical requirements: You have experience working on client-facing roles. You are available to work from our Mumbai office from Day 1 in a rotational shift .