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1.0 - 3.0 years

3 - 7 Lacs

Bengaluru

Work from Office

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. JOB RESPONSIBILITIES To work on Private Equity / Real Estate / Hedge Fund Operations such as Fund / Financial Accounting - Book Keeping, Journal Posting, Preparation of Financial Statements. Management Fee Carried Interest and Expense Calculation & Posting. Capital Calls - Preparation of Capital Call memos, LC Opening, Follow Up with LPs for funding Distribution - Preparation of Distribution working, LP Memo Preparation, Fund Transfer Wire preparation, Repayment of LCs Reconciliation - Cash Reconciliation, Cash Tracking, Posting Entries, Cash reporting. Tracking of Capital transactions. Valuation - Valuation of Portfolio Investments. To prepare and submit Fund and Investor Reports accurately as per SLA To meet TAT and deliver error free services To work on partnership accounting Applications To strive to create a healthy and professional work environment in the team Display interpersonal skills in handling the day to day operations on the floor. Suggest and work on process improvements Ide DOMAIN SKILLS Very good understanding of Financial Accounting Genaral understanding of Capital Markets Genaral understanding of Banking Genaral understanding of Private Equity / Real Estate / Hedge Funds Hands on experience of Private Equity / Real Estate / Hedge Funds systems Reasonable understanding of Private Equity / Real Estate / Hedge Funds processes such as Accounting, Investor Reporting, Capital Calls, Distribution, Financial Statements etc. 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 Mandatory Skills: Institutional_Finance_Buy_Side_Others. Experience: 1-3 Years.

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0.0 - 3.0 years

3 - 6 Lacs

Chennai

Work from Office

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

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0.0 - 3.0 years

3 - 6 Lacs

Mumbai

Work from Office

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

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5.0 - 8.0 years

3 - 6 Lacs

Hyderabad

Work from Office

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: HP Vertica. Experience:5-8 Years.

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3.0 - 8.0 years

0 - 0 Lacs

pune, bangalore, hyderabad

On-site

Job Summary : We are hiring a highly analytical and detail-oriented WFM Real-Time Analyst (RTA) to join our Workforce Management team. The ideal candidate will be responsible for monitoring real-time queue performance, ensuring optimal agent productivity, and adjusting workforce plans to meet SLA targets. Hands-on experience with Blue Pumpkin , Oracle RTA , or similar Workforce Management tools is mandatory. Key Responsibilities : Monitor real-time service levels and adherence to schedules Track agent productivity and provide instant feedback to floor supervisors Make intraday adjustments to staffing based on call volume trends Collaborate with Ops and WFM teams to optimize shift allocations Generate and distribute real-time and intraday performance reports Provide actionable insights to improve operational KPIs Manage agent skill sets and routing updates within WFM tools Identify and escalate system issues affecting queue performance Maintain accurate agent status codes and schedule adherence Mandatory Skills & Tools : Experience with Blue Pumpkin , Oracle RTA , IEX , Aspect , Genesys , or equivalent WFM software Strong understanding of contact center operations Advanced MS Excel skills (Pivot, VLOOKUP, Charts) Real-time monitoring and reporting skills Strong communication and stakeholder management abilities Quick decision-making under pressure Preferred Qualifications : Bachelors degree in any stream Certifications in Workforce Management or RTA tools (if available) Prior experience supporting BPO/KPO or large-scale contact centers

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1.0 - 4.0 years

3 - 6 Lacs

Pune

Work from Office

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 Mandatory Skills: Quoting and sales query.

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1.0 - 4.0 years

3 - 6 Lacs

Mumbai

Work from Office

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 Mandatory Skills: HRO.

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1.0 - 5.0 years

3 - 7 Lacs

Pune

Work from Office

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,

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3.0 - 5.0 years

5 - 7 Lacs

Gurugram

Work from Office

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 Mandatory Skills: Institutional_Finance_Buy_Side_Others Experience: 3-5 Years

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1.0 - 4.0 years

3 - 6 Lacs

Chennai

Work from Office

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 Mandatory Skills: O2C (Transactional Accounting Services).

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3.0 - 5.0 years

5 - 7 Lacs

Bengaluru

Work from Office

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. JOB RESPONSIBILITIES To work on Private Equity / Real Estate / Hedge Fund Operations such as Fund / Financial Accounting - Book Keeping, Journal Posting, Preparation of Financial Statements. Management Fee Carried Interest and Expense Calculation & Posting. Capital Calls - Preparation of Capital Call memos, LC Opening, Follow Up with LPs for funding Distribution - Preparation of Distribution working, LP Memo Preparation, Fund Transfer Wire preparation, Repayment of LCs Reconciliation - Cash Reconciliation, Cash Tracking, Posting Entries, Cash reporting. Tracking of Capital transactions. Valuation - Valuation of Portfolio Investments. To prepare and submit Fund and Investor Reports accurately as per SLA To meet TAT and deliver error free services To work on partnership accounting Applications To strive to create a healthy and professional work environment in the team Display interpersonal skills in handling the day to day operations on the floor. Suggest and work on process improvements Ide DOMAIN SKILLS Very good understanding of Financial Accounting Genaral understanding of Capital Markets Genaral understanding of Banking Genaral understanding of Private Equity / Real Estate / Hedge Funds Hands on experience of Private Equity / Real Estate / Hedge Funds systems Reasonable understanding of Private Equity / Real Estate / Hedge Funds processes such as Accounting, Investor Reporting, Capital Calls, Distribution, Financial Statements etc 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 Mandatory Skills: Institutional_Finance_Buy_Side_Others Experience: 3-5 Years

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5.0 - 8.0 years

7 - 10 Lacs

Coimbatore

Work from Office

Do Produce and maintain an appropriate and up-to-date Capacity Plan, which reflects the current and future needs of the business Provide advice and guidance to all other areas of the business and IT on all capacity- and performance related issues Ensure that service performance achievements meet or exceed all of their agreed performance targets, by managing the performance and capacity of both services and resources Assist with the diagnosis and resolution of performance- and capacity-related incidents and problems Assess the impact of all changes on the Capacity Plan, and the performance and capacity of all services and resources Ensure that proactive measures to improve the performance of services are implemented wherever it is cost-justifiable to do so Monitoring patterns of business activity and service level plans Influencing Demand Management, in conjunction with Finance Management as appropriate Decide which components needs upgrade at what time and calculate the cost Mandatory Skills: ITIL Capacity Management Experience: 5-8 Years

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5.0 - 8.0 years

7 - 10 Lacs

Gurugram

Work from Office

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 Mandatory Skills: Institutional_Finance_Buy_Side_Others Experience: 5-8 Years

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1.0 - 4.0 years

3 - 6 Lacs

Mumbai

Work from Office

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 Mandatory Skills: Claims_Processing.

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0.0 - 3.0 years

2 - 5 Lacs

Mumbai

Work from Office

Function : Operations Job : Associate A4ME- Chat Location : Mumbai, Maharashtra Reporting to : Team Leader, United Health Group Candidate Specifications Must Any undergraduate, graduate, post graduate, diploma or equivalent Very Good written communication skills Previous experience in the health care processing/chat process is preferred. Experience of 1-2 years if not fresher willing to work with all parameters. Age between 18 yrs - 45 yrs. Residing in transport boundaries. Willing to work in night shifts a& late evening shifts. Good to Have Call Center/Chat Experience. Critical Skills Required Typing speed >= 30 wpm Basic computer knowledge with proficiency in keyboard skills especially with numbers Ability to use the phone system. Customer Service and chat/email soft skills Knowledge of Products Knowledge of Procedures Familiarity with the computer basics. Good logical and analytical skills 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 Mandatory Skills: Inbound and Outbound Chat.

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10.0 - 14.0 years

0 Lacs

karnataka

On-site

A career in Resourcing and Deployment at PricewaterhouseCoopers (PwC) Service Delivery Centre (Kolkata) Private Limited offers you the opportunity to work in cross line of service staffing, contributing to the agility of the network in dynamic markets. Your role involves ensuring the availability of resources with suitable skills for tasks, managing education, planning, and skills enhancement, aligning Human Resources programmes with business objectives at PwC. By building strategic models to predict supply and demand for skills, you will develop and implement plans that align with the strategic vision. To excel and thrive in a constantly changing world, each team member at PwC is encouraged to be a purpose-led and values-driven leader. The PwC Professional, a global leadership development framework, sets expectations across lines, geographies, and career paths, offering transparency on the skills necessary for success and career progression. Responsibilities as a Manager include working as part of a problem-solving team, developing new skills, resolving issues hindering team effectiveness, coaching team members, analyzing complex ideas, using data to inform decisions, managing differing viewpoints to build consensus, and upholding ethical standards. As a Manager of Trust Resource Management, you will lead the Sector/Sub-Business Unit Resource Management team at the PwC Delivery Center in Kolkata. Your role involves predicting future demand, planning capacity, assigning staff to projects, assessing ongoing demand, determining personnel requirements, and collaborating on resource management within the organization. You will be responsible for meeting resource management KPIs, providing subject matter support, building staffing solutions, handling staffing situations, supervising and coaching team members, and ensuring timely and quality delivery. Success in this role requires extensive knowledge in resource management, demand and supply planning, project-based staffing, capacity planning, forecasting, scheduling, and business analytics. Preferred candidates will have prior resource management experience in Big 4s, Audit, Tax, accounting practice, or financial services industry. Key responsibilities include analyzing budget plans, capacity planning, ensuring compliance, achieving KPIs, driving continuous improvement, monitoring schedules, minimizing staffing gaps, collaborating with Talent acquisition, creating dashboards, stakeholder management, and team management. Essential qualifications include a Graduate/Post-Graduate degree, specialization in Human Resources/Statistics, 10-12 years of relevant work experience, proficiency in resource management, supervisory experience, stakeholder management skills, communication skills, negotiation skills, process documentation skills, organizational skills, team management skills, and proficiency in tools like MS Visio, PowerPoint, Google Slides, Power BI, Spotfire, Tableau, and Google Charts.,

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2.0 - 6.0 years

0 Lacs

maharashtra

On-site

Interactive Brokers Group, Inc. is a global financial services company headquartered in Greenwich, CT, USA, with offices in over 15 countries. The company has been a pioneer in financial innovation for over four decades, renowned for its cutting-edge technology and dedication to clients. IBKR affiliates offer global electronic brokerage services across a wide range of financial instruments to clients in over 200 countries and territories, including individual investors and institutions such as financial advisors, hedge funds, and introducing brokers. Interactive Brokers has been recognized by Barron's as the #1 online broker for six consecutive years. Joining the dynamic, multi-national team at Interactive Brokers means being part of a company that leverages state-of-the-art technology to simplify and enhance financial opportunities. As a full-time Workforce Management Real-Time Analyst (WFM RTA) at Interactive Brokers, you will play a crucial role in managing and monitoring the real-time operational performance of the contact center. Your responsibilities will include analyzing call center metrics, making real-time adjustments to staffing, and ensuring optimal service levels and efficient operations. Collaborating closely with CS Managers, Supervisors, and contact center agents, you will be tasked with balancing workloads and maintaining service standards. Additionally, you will provide support for the ongoing configuration and maintenance of call center systems within the client services group as needed. Key Responsibilities: - Monitor real-time performance metrics such as call volumes, service levels, and agent adherence throughout the day. - Manage staffing levels and schedules in real-time to meet service level targets and operational goals. - Respond promptly to unplanned events like system outages, high call volumes, and staffing shortages. - Communicate and coordinate with stakeholders on trends and staffing levels to ensure appropriate resource allocation and address operational issues. - Utilize WFM software and tools for real-time operations and data-driven decision-making. - Assist in generating and distributing real-time performance reports and intraday summaries to management. - Collaborate with the WFM team in setting up new dashboards for regional managers. - Identify and propose enhancements to processes and systems for improved operational efficiency and service quality. - Work closely with other WFM team members to ensure consistent and effective workforce management practices. - Provide guidance and support to agents and supervisors on real-time adherence and performance metrics. Qualifications and Skills: - Bachelor's degree in computer science, business, operations management, or a related field preferred. - Minimum of two years of experience in workforce management or call center operations. - Proficiency in WFM software (e.g., NICE, RingCentral, Aspect) and strong knowledge of Microsoft Office, particularly Excel and PowerPoint. - Strong analytical and problem-solving skills with the ability to interpret and act on data swiftly. - Excellent verbal and written communication skills with fluency in English. - Ability to manage multiple tasks and priorities in a fast-paced environment. - Strong interpersonal skills and effectiveness in a team-oriented setting. - High level of accuracy and attention to detail. Company Benefits & Perks: - Competitive salary package. - Performance-based annual bonus (cash and stocks). - Group Medical & Life Insurance. - Modern offices with free amenities & fully stocked cafeterias. - Monthly food card & company-paid snacks. - Hardship/shift allowance with company-provided pickup & drop facility*. - Attractive employee referral bonus. - Frequent company-sponsored team-building events and outings. *Benefits are subject to change at management's discretion.,

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2.0 - 6.0 years

0 Lacs

pune, maharashtra

On-site

You will be reporting to the Sr. Manager and working from the Pune office full-fledged. You will oversee workforce planning, real-time monitoring, and performance optimization using the WFM tool. You will have experience in forecasting, scheduling, and analytics to ensure efficient staffing and service level achievement. Your responsibilities will include: - Workforce Planning & Scheduling: Develop, manage, and optimize schedules using the WFM tool. Ensure proper staffing levels to meet business demand. Adjust schedules in response to changing forecasts and operational needs. - Real-Time Monitoring & Intraday Management: Monitor agent adherence, queue activity, and service levels in real time. Take proactive steps to mitigate operational risks (e.g., schedule changes, reallocation of resources). Communicate intraday updates to stakeholders and recommend adjustments as needed. - Forecasting & Capacity Planning: Analyze historical data and trends to create accurate demand forecasts. Work closely with operations and HR to plan for seasonal or unexpected workload changes. Provide insights on staffing efficiency and optimization opportunities. - Reporting & Analytics: Generate reports on key WFM metrics, including forecast accuracy, shrinkage, and adherence. Use data-driven insights to improve workforce efficiency and performance. Present findings to leadership and provide recommendations for continuous improvement. - Process Optimization & Collaboration: Work cross-functionally with customer support, HR, and leadership to enhance workforce planning. Identify inefficiencies in workflows and propose solutions for improvement. Support integration and customization of the Assembled WFM tool to align with business needs. To be successful in this role, you will need: - Experience: 2+ years in workforce management, preferably with Assembled WFM or similar tools. - Technical Skills: Proficiency in workforce planning software, Excel/Google Sheets, and data analytics. - Analytical Thinking: Ability to interpret data and make data-driven decisions. - Communication: Strong verbal and written communication for stakeholder collaboration. - Problem-Solving: Ability to adapt quickly to changing operational needs. - Experience in customer support, call centers, or BPO environments. - Familiarity with API integrations and automation within WFM tools. - Knowledge of workforce forecasting methodologies. Avalara offers Total Rewards, including a great compensation package, paid time off, and paid parental leave. Health & Wellness benefits vary by location but generally include private medical, life, and disability insurance. Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into their business practices and organizational culture. They have 8 employee-run resource groups, each with senior leadership and exec sponsorship. Avalara is a company that defines the relationship between tax and tech. They are an industry-leading cloud compliance platform processing nearly 40 billion customer API calls and over 5 million tax returns a year. Avalara is committed to achieving their mission of being part of every transaction in the world. They have an inclusive culture that empowers their people to win, instilling passion through trust and ownership in their employees. Join Avalara, where your career will be as unique as they are. Avalara is an Equal Opportunity Employer.,

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9.0 - 18.0 years

35 - 40 Lacs

Bengaluru

Work from Office

Project Managers are required to lead change initiatives, and manage stakeholder and senior management relationships. They work largely unsupervised and are expected to exercise independent initiative and judgement in proactively overcoming obstacles to success, dealing with uncertainty and changing circumstances, such as interdependencies, opportunities or risks. They are expected to adopt an agile and flexible approach to their work and an outstanding level of professionalism and conduct. Plans effectively around delivery constraints and optimizes the plan to maximize benefits and minimize risk. Ensures the baselined scope, requirements, benefits, schedule and budget are managed as outlined in the change frameworks Proactively monitors project execution to effectively identify risks/issues/dependencies as they arise throughout the project lifecycle. Collaborates and builds positive stakeholder relationships, providing regular updates, obtains buy-in from the project sponsor, Steering Committee and other stakeholders for all key project plans, commitments, and changes including requirements. Analyses management reports, and derives insights to drive the right business decisions Manages Change Adoption to ensure the change lands well and sticks, contributing to benefits realization. Produce well-defined project plans, identifying the key milestones and assigning responsibilities / resources in line with the Global Transformation Project Management Framework. Provides timely reports on project status, risks and issues, evaluating project performance based on management information using standardised metrics and templates in Clarity Maintains project change control, ensuring any changes to baseline are managed through change requests and all impacts are considered Promotes and takes accountability for project quality; identifies opportunities to improve delivery and oversees the governance process to reduce risk and ensure effective and timely decisions are taken Requirements Previous experience in managing large scale business transformation projects, and other managerial experience leading diverse, geographically distributed teams. Strong understanding and subject matter expertise in driving Contact Center Automation projects involving Contact Centre As A Service (CCaaS) and Cloud Platform migration and Artificial Intelligence/ Gen Artificial Intelligence driven Automation Strong understanding and subject matter expertise contact center domains like, Interactive Voice Response call flows, Identiity and Verification (ID&V) Work force management, Knowledge Management, Contact Center Analytics and Market Intelligence. Expert in tools such as JIRA, Confluence & MS Project Good understanding of Digital Journeys (e. g. Mobile Banking App) Expert in change methodologies including but not limited to customer experience, digital transformation, Design-led change, including significant experience in Agile roles. Excellent stakeholder management and assertive communication skills Past experience / Ability to drive technology changes involving Genesys Cloud, AWS Connect (Amazon web services), Google CCAI (Contact center Artificial Intelligence), Nice CX (Customer Expereince) Verint, Five9, Calabrio, Knowmax, Salesforce, ezo. ai, Uniphore, Convin, Dynamics 365, Qualtrics, Nuance Gatekeeper, Google Dialogflow, Google Transcriber, Poly AI, Cogito, AWS Lex (Amazon web service). Understanding of key activities for Change Adoption. Interactive Voice Response (IVR) Simplification. ID &V - CLI/ANI (Command Line interface/ Automatic number identification), One Time Password - OTP , Voice ID Data - Migration, storage and management (real time and historical). Contact Centre Reporting and Business Intelligence. Relevant experience on managing complex projects across countries or regions. Overall experience of 8+ years or more. Project management skills and experience of managing large and complex programmes

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2.0 - 3.0 years

2 - 6 Lacs

Bengaluru

Work from Office

The WFM Support Specialist will provide customer and technical support, assist with troubleshooting, respond to client inquiries, and ensure effective communication with clients. Responsibilities include analysing data to optimise workforce management processes and configurations within the UKG system. Qualifications Strong Analytical Skills 2 3+ years of experience in WFM support or related roles. Experience in Technical Support and Troubleshooting Customer Support capabilities Excellent Communication skills Familiarity with workforce management software, particularly UKG, Legion is a plus Bachelors degree in Information Technology, Business Administration, or related field Ability to work both independently and as part of a team, including remote collaboration Hands-on experience with WFM tools (e.g., UKG, Legion). Strong analytical and Excel skills. Excellent communication and problem-solving abilities. Ability to work in a fast-paced, team-oriented environment.

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1.0 - 5.0 years

0 Lacs

pune, maharashtra

On-site

At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture, and technology to become the best version of you. And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. As part of our EY-Assurance Team, you will be working to ensure effective resource scheduling on scheduling tools, considering resource management guidelines, processes, and protocols. The opportunity: We're looking for candidates with knowledge and capability in terms of managing resources/manpower using different resource management and deployment tools within EY GDS Assurance. Your key responsibilities: - Timely updation of resource schedules on scheduling tools (ARMS/Retain). - Timely review and resolution of scheduling conflicts. - Proactive review of resource availability/resource requirements. - Mailbox management and fulfilling the scheduling requests coming through mails in defined TAT. - Optimization of resource utilization through effective schedule management. - Basic reporting and analysis. Skills and attributes for success: - Good verbal and written communication skills. - Basic knowledge of MS Excel. - Excellent teaming and interpersonal skills. - Positive attitude and ability to excel under tight timelines. To qualify for the role, you must have: Graduates with 1-3 years of relevant resource management/workforce management/exposure in General Operations with a strong acumen in resource management preferred. Ideally, you'll also have: - Basic knowledge of MS Excel and MS-Office. - Interest in business and commerciality. What we look for: A team of people with commercial acumen, technical experience, and enthusiasm to learn new things in this fast-moving environment. An opportunity to be part of a market-leading, multi-disciplinary team in the only integrated global assurance business worldwide. Opportunity to work with EY GDS Assurance practices globally with leading businesses across a range of industries. What we offer: EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations - Argentina, China, India, the Philippines, Poland, and the UK - and with teams from all EY service lines, geographies, and sectors, playing a vital role in the delivery of the EY growth strategy. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We'll introduce you to an ever-expanding ecosystem of people, learning, skills, and insights that will stay with you throughout your career. - Continuous learning: You'll develop the mindset and skills to navigate whatever comes next. - Success as defined by you: We'll provide the tools and flexibility so you can make a meaningful impact, your way. - Transformative leadership: We'll give you the insights, coaching, and confidence to be the leader the world needs. - Diverse and inclusive culture: You'll be embraced for who you are and empowered to use your voice to help others find theirs. EY | Building a better working world EY exists to build a better working world, helping to create long-term value for clients, people, and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform, and operate. Working across assurance, consulting, law, strategy, tax, and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.,

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5.0 - 10.0 years

5 - 10 Lacs

Bengaluru

Work from Office

Must have Min 5+yrs exp in WFM RTA & Min 1+yrs exp as a WFM Team Leader RTA. Handled a team of Real Time Analyst's US Shifts Fluent English Call 8447780697 send CV monu@creativeindians.com

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1.0 - 4.0 years

2 - 5 Lacs

Gurugram

Work from Office

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 Mandatory Skills: Health and Welfare (HW).

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1.0 - 4.0 years

2 - 5 Lacs

Hyderabad

Work from Office

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 Mandatory Skills: Content Management.

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1.0 - 4.0 years

2 - 5 Lacs

Mumbai

Work from Office

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 Mandatory Skills: WFA - HCM.

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