1191 Workforce Management Jobs - Page 25

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: HRO. Experience1-3 Years.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: O2C (Transactional Accounting Services).

About the Job Were looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments. As Real Time Analyst, You Will Evaluate large amounts of data Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members Adjust staffing and scheduling according to changing needs of the business Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients Monitor schedules and escalate issues regarding attendance adherence Work with team members to ensure they know their statistics related to the schedule As Real Time Analyst, You Have High school diploma or equivalent (required) Some post-secondary or completion of post-secondary schooling (preferred) Good communication skills Advanced knowledge of MS Word and Excel Adaptability to learn a variety of software programs A high level of accuracy with regards to data entry Strong analytical and problem solving skills Willingness to learn and adapt to working in a new environment The ability to multitask and self-manage your work day

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Payroll(HCM). Experience1-3 Years.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Record to Report - DOP. Experience1-3 Years.

EMEA Generalist As an HR Generalist, you will be responsible for driving day to day HR activities & will be managing employee onboarding/offboarding, employee database management on Workday & helping in preparing standard operating procedures. Key responsibilities Responsible for managing onboarding process for EMEA region & updating new joiner profiles on Workday Auditing new joiner Workday profile & managing hiring documents Preparing weekly trackers, report, onboarding email for the upcoming new joiners Completing new hires background check process via Sterling Preparing weekly new joiner background check report Responsible for Terminating employee on Workday Managing termination process Employee documentation, preparing exit email Tracking terminated employees details Managing visa applications and settled/pre-settled status for new hires/transfer employees Maintaining weekly tracker for visa applications & other immigration cases Managing adhoc request & data management Employee Performance Management - Responsible for generating & analyzing 360 feedback reports for HRBPs, HR team, Updating employees details on 360 sites Engagement Survey Responsible for creating heatmaps, adhoc reports, deck preparation for various business units Responsible for providing required access to HRBPs Working on Adhoc reports Adhoc Workday request Changes EAs for professional, Update employee details on Workday POA process (Power of Attorney) Preparing organizational charts for Luxembourg, Milan, Germany, France Employee database management on SharePoint and Workday. Creating tickets on service desk for adhoc requests Absence Management Responsible for approving visa sponsored employee timesheets on Workday. Expenses ManagementManaging stakeholders expenses on Concur Analyst EMEA Generalist As an HR Generalist, you will be responsible for driving day to day HR activities & will be managing employee onboarding/offboarding, employee database management on Workday & helping in preparing standard operating procedures. Key responsibilities Responsible for managing onboarding process for EMEA region & updating new joiner profiles on Workday Auditing new joiner Workday profile & managing hiring documents Preparing weekly trackers, report, onboarding email for the upcoming new joiners Completing new hires background check process via Sterling Preparing weekly new joiner background check report Responsible for Terminating employee on Workday Managing termination process Employee documentation, preparing exit email Tracking terminated employees details Managing visa applications and settled/pre-settled status for new hires/transfer employees Maintaining weekly tracker for visa applications & other immigration cases Managing adhoc request & data management Employee Performance Management - Responsible for generating & analyzing 360 feedback reports for HRBPs, HR team, Updating employees details on 360 sites Engagement Survey Responsible for creating heatmaps, adhoc reports, deck preparation for various business units Responsible for providing required access to HRBPs Working on Adhoc reports Adhoc Workday request Changes EAs for professional, Update employee details on Workday POA process (Power of Attorney) Preparing organizational charts for Luxembourg, Milan, Germany, France Employee database management on SharePoint and Workday. Creating tickets on service desk for adhoc requests Absence Management Responsible for approving visa sponsored employee timesheets on Workday. Expenses ManagementManaging stakeholders expenses on Concur Analyst EMEA Generalist As an HR Generalist, you will be responsible for driving day to day HR activities & will be managing employee onboarding/offboarding, employee database management on Workday & helping in preparing standard operating procedures. Key responsibilities Responsible for managing onboarding process for EMEA region & updating new joiner profiles on Workday Auditing new joiner Workday profile & managing hiring documents Preparing weekly trackers, report, onboarding email for the upcoming new joiners Completing new hires background check process via Sterling Preparing weekly new joiner background check report Responsible for Terminating employee on Workday Managing termination process Employee documentation, preparing exit email Tracking terminated employees details Managing visa applications and settled/pre-settled status for new hires/transfer employees Maintaining weekly tracker for visa applications & other immigration cases Managing adhoc request & data management Employee Performance Management - Responsible for generating & analyzing 360 feedback reports for HRBPs, HR team, Updating employees details on 360 sites Engagement Survey Responsible for creating heatmaps, adhoc reports, deck preparation for various business units Responsible for providing required access to HRBPs Working on Adhoc reports Adhoc Workday request Changes EAs for professional, Update employee details on Workday POA process (Power of Attorney) Preparing organizational charts for Luxembourg, Milan, Germany, France Employee database management on SharePoint and Workday. Creating tickets on service desk for adhoc requests Absence Management Responsible for approving visa sponsored employee timesheets on Workday. Expenses ManagementManaging stakeholders expenses on Concur Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

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 Meeting SLA Targets, as per the defined targets Updates himself/herself regularly with Company policies on Information Security Management System Ensure adherence to legal & regulatory requirements as applicable to the nature of work Ensure adherence to Customers policies and procedures Cooperate with Compliance and Security officers with Security Investigations Access rights compliance Is responsible for meeting individual productivity and quality targets with focus on personal growth and development Must Have - Operating procedures - Service Levels - Process metrics - Proficient with MS Office (Word, Excel, PowerPoint) Behavioral Skills and Attributes - Has the ability to make judgements based on practice and previous experience - Excellent communication skills in order to provide client service - Good listener and communicator who effectively conveys information verbally and in writing - Strong interpersonal and people management skills - Strong analytical skills with an ability to solve issues with a win-win negotiation approach Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Geographic Info. Systems(Car support).

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: After Sales Support-Back 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 Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

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

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

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

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

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. 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 Idea \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 Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed Reinvent your world.We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

Hello All, We are hiring for "SAP Plant Maintenance Consultant Job Title SAP Plant Maintenance Consultant Work Mode Remote Working Hours: 11 AM 8 PM IST Exp : 5+Years Loc: Remote Notice Period: Immediate to 30 Days(Serving) Required experience: Project Scope: Implementing a SAP Plant Maintenance solution for managing High Voltage Substation Assets , including SAP POC for integration with IEC 61850 clients. Key Areas of Expertise: Asset Management Workforce Management (WFM) Mobile Maintenance App Integration with ESRI GIS Preferred Background: Experience with High Voltage Transmission companies Exposure to DSO (Distribution System Operators) SAP PM rollout for energy, utilities, or electrical infrastructure Understanding of GIS-integrated maintenance workflows Familiarity with IEC 61850 standards Any supported SAP PM solutions in the electrical sector, especially for substations and transmission networks is a Huge Plus looking for experienced SAP PM Consultants with prior work in electrical and high-voltage transmission companies

About the Job Were seeking a Workforce Manager to direct, manage and supervise all activities related to the Workforce team for a dedicated IntouchCX program. Were looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our programs. As Workforce Manager, You Will Work closely with Operations to ensure all team members are focused on the delivery of company goals and objectives of our partners Interact with external partners and develop long term relationships Assist in analyzing partner metrics and staffing on a consistent basis Make recommendations for efficiencies on programs Actively manage, support, motivate and retain members of the Workforce team Participate in Sales meetings and requests for information Maintain awareness of emerging industry tools As Workforce Manager, You Have A University or College Degree in a related discipline (Computer Science, Marketing, Communications, Business) Experience working with Aspect software (considered an asset) Strong analytical, problem-solving, technical, information-management and decision-making skills Demonstrated strong interpersonal and communication skills Superior organizational skills and the ability to follow through Ability to work in a fast-paced, hectic & changing environment Ability to effectively interact with employees at all levels and people from diverse backgrounds Ability to think strategically Ability to plan and monitor for results

Roles and Responsibilities Manage workforce management (WFM) processes to ensure efficient scheduling, forecasting, and real-time analysis. Analyze data from various sources such as Genesys, Real Time Analysis (RTA), and other relevant systems to identify trends and areas for improvement. Provide insights on labor productivity metrics to optimize resource allocation. Develop and maintain accurate forecasts using historical data, seasonality, and external factors like weather or holidays. Desired Candidate Profile 3-7 years of experience in Workforce Management (WFM) or a similar field. Strong understanding of Genesys platform and its applications in WFM. Proficiency in Real Time Analysis (RTA) tools for data analysis Please share your profile at surbhi.malhotra@nlbtech.com

Job Description The key role of this individual is to ensure there is system implementation which helps in acceleration and execution of improving the fill rates , availability of stock in the stores & ensure sustainability and a continuous improvement on the targets. This scope would cover all aspects of delivering the stocks to the vendor at the DC & DSD operation at the marts (specified). Job Responsibilities Improving Fill Rate Daily review of order to ensure their accuracy. For system generated PO’s Maintain correct replenishment settings (Lead time, Review frequency, Inventory buffers) For Manual PO’s: Ensure the same are in line with requirement. Specifically in case of Promo PO’s PO extension as required on need basis Coordinate with merchandising teams to ensure delisted products are off the orders and at the same time ordering is switched off for the same Ensure priority management is set as communicated by the teams Ensure promotional SKU’s are monitored such that there is no excess ordering and switching to Normal is done once the promotion quantity is completed Coordinate and ensure correct Master Data Management Improving In-stock Daily review of In Stock losses and coordinate with the teams and ensure actions required are taken Identify gaps in the replenishment if any, which may be impacting In Stock Focus on key stores specifically where In Stock is below target Coordinate with teams ( Vendor) to ensure In Stock levels are maintained above agreed target - Reduce Inventory Levels Review inventory on weekly basis and identify high inventory items impacting DOH Identify reasons for high inventory and take actions to resolve the same General Coordinate with zonal team RTM , Finance, & Sales for delivery to happen as per the vendors requirement . Coordinate with the zonal team to update the changes in the price master list which will help continuity in supplies. Prepare daily failed indent report & RCA report on weekly basis & conduct concall with the vendor on the RCA report. Develop a continuous improvement process which will help in improving the system which will lead to improve the fill rate , sales growth & stock availability in the stores Engage with FBO and CBO. Team building and motivating the teams Job Requirement Work Experience: Minimum 5 years in supply chain roles – production, logistics, distribution, sales. Education: Graduate + MBA preferably in Supply chain Management

Job description Role & responsibilities Long term planning of each assigned business unit maintaining a rolling 18 month forecast and headcount requirements, In-Chair Occupancy, and Capacity / Staffing Plan across multiple communication channels (phone, email, chat). Prepare and deliver proposals, presentations, and cost benefit analysis for staffing recommendations. Coordinate coverage and completion of intra-day, daily, weekly, and monthly deliverables with short-term and real-time workforce management team members. Update queue and agent settings in Calabrio to align with changes with assigned business units. Maintain skilling matrix for each business unit assigned. Monitor profile requests to ensure forecast/performance impacts are tracked. Work with short-term and real-time workforce management team members to audit skilling, schedule requests, and ongoing task completion on a weekly basis. Serve as subject matter expert to assist with training new employees and assist team members with process questions. Research Workforce Management industry trends and best practices to recommend improvements to processes and procedures. Attend weekly meetings for each business unit assigned and present Capacity Plan on a monthly basis (or as requested). Work with strategic partners to enhance service delivery, drive efficiency, meet KPI and SLA expectations and leverage investments in technology. Other duties as assigned to support the general purpose of the positions function. Preferred candidate profile Bachelor's Degree - Preferred 3 years of experience in Workforce Management, Long-term forecasting, Staffing Analysis, and Capacity Planning in a multi-channel environment. Possesses strong technical aptitude. Excellent interpretation of complex statistical data. Strong verbal communication and listening skills. Effective interpersonal skills. Excellent collaboration and team building skills. Excellent organizational skills. Ability to lead/manage others. Demonstrates project management skills. Develops and delivers effective presentations. SWPP Certification - Preferred Role: Customer Success , Service & Operations - Other Industry Type: IT Services & Consulting Department: Customer Success , Service & Operations Employment Type: Full Time, Permanent Role Category: Customer Success, Service & Operations - Other Education UG: Any Graduate PG: Any Postgraduate

Role based in BSv organisation. Leveraging expert knowledge of Process Invoiceing, The Process Invoicing Process Experts participate of in or lead the achievement of service levels, key measurement targets of the team and delivers a high quality and cost-effective service that drive compelling business outcomes. They ensure the delivery of a customer focused and compliant services through the adoption of frictionless finance, practice processes, technologies, methodologies which drive innovation and process improvements. They will manage the contract on a daily basis including operations and finance and complex operational issues and ensure that operations are run according to budget. They will build and develop the team. Their expert domain expertise means they process more complex transactions and producing outputs across Invoice processing activities and manage effective usage of resources in the service delivery - Grade Specific Entry and mid-Junior level in a Finance Administration roleStrong team player with the ability to build good relationships with their stakeholders.Able to act on own initiative with regular supervision. Understands when to seek guidance/escalateSupports experienced Finance specialists delivering progress reporting, task management and documentation for Finance activity Skills (competencies)

Role based in BSv organisation. Leveraging expert knowledge of Process Invoiceing, The Process Invoicing Process Experts participate of in or lead the achievement of service levels, key measurement targets of the team and delivers a high quality and cost-effective service that drive compelling business outcomes. They ensure the delivery of a customer focused and compliant services through the adoption of frictionless finance, practice processes, technologies, methodologies which drive innovation and process improvements. They will manage the contract on a daily basis including operations and finance and complex operational issues and ensure that operations are run according to budget. They will build and develop the team. Their expert domain expertise means they process more complex transactions and producing outputs across Invoice processing activities and manage effective usage of resources in the service delivery - Grade Specific Operating in at Junior Mid Junior level in a Finance support/professional roleOperating as a Finance specialist supporting small and medium sized finance exercisesWill be building skills for a more specialized Finance service.May start to manage others.Manage working relationships with stakeholders for the business areas supportedAble to act on own initiative but will require supervision Skills (competencies)

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

Role based in BSv organisation. Leveraging expert knowledge of Process Invoiceing, The Process Invoicing Process Experts participate of in or lead the achievement of service levels, key measurement targets of the team and delivers a high quality and cost-effective service that drive compelling business outcomes. They ensure the delivery of a customer focused and compliant services through the adoption of frictionless finance, practice processes, technologies, methodologies which drive innovation and process improvements. They will manage the contract on a daily basis including operations and finance and complex operational issues and ensure that operations are run according to budget. They will build and develop the team. Their expert domain expertise means they process more complex transactions and producing outputs across Invoice processing activities and manage effective usage of resources in the service deliveryEntry and mid-Junior level in a Finance Administration roleStrong team player with the ability to build good relationships with their stakeholders.Able to act on own initiative with regular supervision. Understands when to seek guidance/escalateSupports experienced Finance specialists delivering progress reporting, task management and documentation for Finance activity - Grade Specific Role based in BSv organisation. Leveraging expert knowledge of Process Invoiceing, The Process Invoicing Process Experts participate of in or lead the achievement of service levels, key measurement targets of the team and delivers a high quality and cost-effective service that drive compelling business outcomes. They ensure the delivery of a customer focused and compliant services through the adoption of frictionless finance, practice processes, technologies, methodologies which drive innovation and process improvements. They will manage the contract on a daily basis including operations and finance and complex operational issues and ensure that operations are run according to budget. They will build and develop the team. Their expert domain expertise means they process more complex transactions and producing outputs across Invoice processing activities and manage effective usage of resources in the service deliveryEntry and mid-Junior level in a Finance Administration roleStrong team player with the ability to build good relationships with their stakeholders.Able to act on own initiative with regular supervision. Understands when to seek guidance/escalateSupports experienced Finance specialists delivering progress reporting, task management and documentation for Finance activity Skills (competencies)

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

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 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!