1204 Workforce Management Jobs - Page 31

Position: RTA/Workforce Management (Call Center/BPO) Location: Gurgaon 24*7, BPO Job Summary: As an RTA/Workforce Management (WFM/RTA) consultant , you will play a crucial role in optimizing workforce efficiency and ensuring the smooth operation of the workforce management function. You will be responsible for overseeing the forecasting, scheduling, and real-time management activities, as well as providing insights and recommendations for process improvement. Your expertise and leadership will contribute to the achievement of service level goals, client satisfaction, and operational excellence. Key Responsibilities: Workforce Planning and Forecasting: Expert in Managing Service Level and controlling Leakages Forecasting & Scheduling manpower as per business requirement Maintaining and recommending the Manpower requirement to higher management, based on current situation and future requirement Planning and implementing the new projects as per the requirement of the Organization to reduce the cost and maintain the efficiency of work with less number of Manpower Managing cost & quality benefits Involved in Analyzing IVR call log files to determine root cause of production issue, IVR UAT testing and implementation Must be having hands on experience in Capacity Planning, Forecast and Volume Management, Delivery management, Roster, Client Management Must be holding experience in WFM Tools such as IEX / Variant etc. Handling Manpower planning is the key responsibility Utilize historical data, industry trends, and forecasting techniques to accurately predict call volumes, chat volumes, or any other relevant workload parameter. Collaborate with operational teams and clients to gather necessary information for workforce planning. Develop staffing models and create long-term, mid-term, and short-term forecasts to optimize resource allocation and ensure service level goals are met. Scheduling and Shift Management: Oversee the creation of staffing schedules that align with forecasted workloads, client requirements, and service level agreements. Ensure optimal shift patterns, breaks, and rotations to maximize workforce productivity and efficiency. Monitor adherence to schedules, identify gaps or issues, and provide timely resolutions to maintain optimal staffing levels. Real-Time Management and Monitoring: Continuously monitor real-time performance and make immediate adjustments to schedules to address unforeseen staffing shortages, overages, or service level deviations. Implement strategies to mitigate potential issues, such as adjusting breaks, reallocating resources, or initiating overtime as needed. Maintain constant communication with operational teams to ensure smooth execution of staffing plans and resolve any real-time challenges. Reporting and Analysis: Generate regular reports and analyze workforce data, including forecasting accuracy, scheduling efficiency, adherence metrics, and other key performance indicators. Identify trends, patterns, and areas of improvement to optimize workforce utilization and enhance operational efficiency. Provide insights and recommendations based on data analysis to stakeholders for process improvement, staffing adjustments, and overall workforce optimization. Team Management and Leadership: Foster a positive and collaborative team culture, encouraging knowledge sharing, best practices, and continuous improvement. Conduct regular performance evaluations, set goals, and provide feedback to drive individual and team performance. Stakeholder Collaboration: Collaborate with cross-functional teams, including operations, recruitment, training, and quality assurance, to align workforce plans with business objectives. Engage with clients and internal stakeholders to understand their workforce requirements, address concerns, and provide updates on workforce management activities. Act as a trusted advisor to senior management, providing insights, recommendations, and strategic guidance related to workforce management. Qualifications and Skills: Bachelor's degree in Business Administration, Operations Management, or a related field (or equivalent work experience). Proven experience in workforce management or related roles within a BPO environment, with at least 2 years of experience. Strong analytical and problem-solving skills, with the ability to work with large data sets and derive meaningful insights. Proficiency in using workforce management software, such as Aspect, Verint, or similar tools. Excellent communication skills, both verbal and written, with the ability to present complex information in a clear and concise manner. Strong organizational skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment. Detail-oriented and proactive mindset, with a focus on continuous improvement and operational excellence. Ability to lead and motivate a team, fostering a positive and collaborative work environment. Knowledge of BPO industry operations, metrics, and service level requirements. Ability to build effective About IGT IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing end-to-end CX journeys across Travel and High Growth Tech industries. Established in 1998, with 100% focus on customer experience, IGT employs more than 25,000 customer experience and technology specialists providing services to 75 marquee customers globally. IGTs global footprint consists of 30 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Spain, Colombia and the USA. IGT is ISO 27001:2013, CMMI SVC Level 5 and ISAE-3402 compliant for IT, and COPC, Certified v6.0, ISO 27001:2013 and PCI DSS 3.2 certified for BPO processes. The organization follows Six Sigma rigor for process improvements. Disclaimer : It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds

Skills Skill Business Analysis Project Management SDLC CRM Vendor Management Business Development Business Process Business Strategy MIS Testing Education Qualification No data available CERTIFICATION No data available : Oversee the daily operations of the team Responsible for coaching and supporting Leads and Assistant Managers and ensures that the team meets or exceeds their performance. responsible for revenue generation, client engagement; maintain client quality and ensure service levels are met on a consistent basis. Monitor key performance indicators (KPIs) and productivity metrics to ensure departmental goals are met or exceeded. Showcase the achieved productivity and quality scores to the client in the WBR, MBR & QBR as necessary. Create business review decks on different parameters including but not limited to showcasing the GCR, NCR, Ageing details to showcase the clinic/ Practice performance. Work with support departments to ensure staffing strategies are effectively executed. Hold team meetings on a regular basis with direct reports. Communicate all process and client updates to direct reports within specific timelines and keep record for such updates. Responsible for day-to-day functional supervision of each team, including productivity of the team, quality %, track absenteeism of the team and encourage team managers to complete performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements. Ensure that the team’s adherence to QMS and ISMS standards. Job specifications: Minimum 10+ years’ experience in UShealthcare Strong knowledge in concepts ofAR Good People ManagementSkills Good Business Analytical & reporting skills Good InterpersonalSkills Good LeadershipSkills Should have good client managementSkills. Graduation is Mandatory

Role: Workforce Management Executive Experience: 0 to 1 year Location: Bangalore Job Description: We are seeking a Resource Management - Executive to oversee the demand validation, resource deployment, system allocations, project releases, stakeholder management, bench resource mapping, Excel, and reporting functions. The ideal candidate will have a strong background in resource management, exceptional analytical skills, and the ability to effectively communicate with stakeholders at all levels. Responsibilities: Validating demands and gather all requirement details Coordinate with project managers to deploy resources based on project needs and resource availability Manage system allocations to ensure optimal resource utilization Map bench resources to upcoming projects and identify opportunities for skill development Coordinate project releases and working towards their system extensions and future assignments Manage stakeholder relationships and provide regular updates on resource allocation, Demand status and other trends Hands on experience in MS excel Preparing regular reports on resource allocation, demand fulfilment, project releases, etc. Requirements: 0 to 1 year of experience in resource management/Workforce management, preferably in an IT Services based environment Proven experience in resource management/Workforce Management Excellent communication and interpersonal skills Proficiency in MS Excel Ability to work well under pressure and meet deadlines

Role: Workforce Management Executive Experience: 1 to 3 years Location: Bangalore Job Description: We are seeking a Resource Management - Executive to oversee the demand validation, resource deployment, system allocations, project releases, stakeholder management, bench resource mapping, Excel, and reporting functions. The ideal candidate will have a strong background in resource management, exceptional analytical skills, and the ability to effectively communicate with stakeholders at all levels. Responsibilities: Validating demands and gather all requirement details Coordinate with project managers to deploy resources based on project needs and resource availability Manage system allocations to ensure optimal resource utilization Map bench resources to upcoming projects and identify opportunities for skill development Coordinate project releases and working towards their system extensions and future assignments Manage stakeholder relationships and provide regular updates on resource allocation, Demand status and other trends Hands on experience in MS excel Preparing regular reports on resource allocation, demand fulfilment, project releases, etc. Requirements: 1+ years of experience in resource management/Workforce management, preferably in an IT Services based environment Proven experience in resource management/Workforce Management Excellent communication and interpersonal skills Proficiency in MS Excel Ability to work well under pressure and meet deadlines

Job Summary : The Contact Center Workforce Manager is responsible for leading the workforce management function to ensure optimal staffing, scheduling, and service level attainment across all contact center channels. This strategic role focuses on forecasting demand, managing capacity, and driving workforce efficiency to support service excellence, cost optimization, and operational continuity. Key Responsibilities : Lead workforce planning, including short- and long-term forecasting, resource modeling, and capacity planning across multiple lines of business. Oversee scheduling, intraday monitoring, and real-time management of staffing levels to meet operational targets. Collaborate with operations, HR, and training teams to align workforce strategy with business objectives and growth. Analyze historical data, trends, and external drivers to predict volume and staffing needs accurately. Ensure adherence to service level agreements (SLAs), occupancy targets, and productivity metrics. Manage and mentor a team of WFM analysts and real-time coordinators, ensuring their development and performance. Optimize WFM tools and processes, and drive automation or enhancements where possible. Deliver regular reports, dashboards, and executive summaries on workforce performance, risks, and recommendations. Partner with quality and operations teams to identify efficiency gaps and implement staffing or scheduling solutions. Participate in budget planning, headcount forecasting, and scenario modeling for business continuity planning. Education and Experience : Bachelors degree in business, Mathematics, Operations, or related field. 5+ years of experience in workforce management in a contact center environment, including 2+ years in a leadership or managerial role. Skillset Required: Deep knowledge of WFM tools (e.g., NICE IEX, Verint, Genesys, Aspect, Calabrio). Strong analytical, forecasting, and planning skills. Excellent leadership and team management abilities. Proficiency in data analysis tools and Microsoft Excel (pivot tables, advanced formulas). Strong understanding of call center metrics (AHT, service level, shrinkage, occupancy, etc.). Effective communication and stakeholder management skills. Preferred Qualification: Experience with multichannel contact centers (voice, chat, email, social). Familiarity with KPI-driven environments and service level-based operations.

We are actively hiring for Oracle Fusion HCM Consultant SME having 10 + years of experience into the below requirements Primary modules- payroll, compensation and OTL Client facing experience required. Presales exposure 10+ Years Exp As an Oracle Fusion HCM Subject Matter Expert (SME), role is pivotal in guiding organizations through the complexities of human capital management solutions. Possess an in-depth understanding of Oracle fusion HCM modules, including Core HR, Talent Management, Payroll, OTL, Compensation, Benefits, AI and Workforce Management. Expertise to provide strategic insights and best practices that align with business objectives. Able to perform end to end configurations, provide industry-based solutions, work closely with the sales team. In this capacity, responsible for analyzing client requirements, configuring the system to meet those needs, and ensuring seamless integration with existing processes. Ability to communicate effectively with stakeholders at all levels is essential, as you translate technical concepts into actionable strategies that drive organizational efficiency. Should stay abreast of the latest updates and enhancements within the Oracle Fusion ecosystem, ensuring that the organization leverages the full potential of the platform. Contributions not only enhance operational workflows but also foster a culture of continuous improvement and innovation within the Oracle HCM Suite of applications. • Strong in communication skills

Dear Aspirant, Greetings from JTSi Technologies India Pvt Ltd! We JTSi Technologies India Pvt Ltd, a US based MNC IT Co at Kochi Infopark are urgently looking for a Staff Augmentation Consultant for our operations in Kochi. The incumbent must be well experienced in handling and managing the sales responsibilities in B2B customer segments and growth of sales in staff augmentation model. JTSi Technologies India Private Limited is a US based IT Co, with 20+ years into business. Our global offices are in Washington DC & New Jersey USA, and our Indian HQ is in Bangalore. Designation : Staff Augmentation Consultant Qualification : Graduation Preferably MBA Skillsets : Sales and BD, Staff Augmentation, Good communication, Client Management . Experience : Minimum 3 to 5 Years Place of Posting : Remote. Shift Time : Freelancer Roles and Responsibilities. 1. Accelerate JTSi India growth of sales in Staff augmentation Model for placing JTSi India resources to potential clients. 2. IT consulting with companies with software development, Project roll-out, sustainment, cloud migration experience. 3. In depth knowledge in resource augmentation services and talent pool management of US based companies in India. 4. Lead generation through various channels for new accounts and penetrate existing account. 5. Identify prospective clients and create proposals for providing IT staffing services to prospective clients- needs. 6. Comfortable with performing Outbound and Inbound calls and delivering professional, formal presentations to all levels of stakeholders in potential companies. 7. Manage and implement the sales forecasting, planning, identify potential business opportunities where we can place JTSi resources. 8. Ability to communicate, present and influence all levels of the organization, including executive and C-level. 9. Coordinate with Recruiting Fulfilment Team to set up customized services according to clients- specifications. 10. Analyse pipeline and lead data to deliver the reports relates to Demand Generation, Pipeline Forecast and Sales target achievement, Conversion Rates, Target Account, Market Segmentation, Win/Loss. Thanks and Regards, Recruitment Team JTSi Technologies India Private Limited, Third Floor, Thapasya Building, Kochi Infopark. Contact : +91 484 4070368 | E Mail : careers@jtsiindia.com | Web : www.jtsiindia.com

Experience Management Experience:1 - 4 Years Location: Bangalore (Onsite) EY- Assurance Staff Experience Management 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 Were 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 strong acumen in resource management preferred. Ideally, youll also have Basis knowledge on MS Excel 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

Immediate Joiners : Kronos L2 Support, functional administrator, troubleshoot the interfaces, configure time clock, functional administration, Work Force Dimension, reporting, scheduling, accruals, Very good client facing skills (Communication) Assistive technologies Food allowance Provident fund Health insurance

HIRING FOR WORKFORCE MANAGEMENT Role & Responsibilities: Efficiently manage intra-day staffing and service level Provide timely, accurate reports on intra-day performance Monitor and drive schedule adherence Communicate effectively with internal and external customers Perform other duties and assignments as directed General Skills: Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail. Solid critical thinking, problem solving, and interpersonal skills. Demonstrates ability to give and receive feedback with peers and business partners. Must demonstrate sound arithmetic, analytical and problem solving ability. Excellent verbal, written and comprehension skills. Technical Skills: Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports. Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS etc. How to apply :- Interested candidates please share your resume on sakina.khandwala@exlservice.com

Skill required: Workforce Management (WFM) Designation: Management Level - Manager Job Location: Hyderabad Qualifications: Any Graduation Years of Experience: 13 to 18 years Work Mode: Work from Office Job Description: Experience in implementing WMG(workforce management) policy and Process across Organization. Experience in Capacity Planning Experience in Scheduling Strong analytics experience(Power BI/SQL/MS Access) Domain/ Industry knowledge, Awareness of global trends in the Service Industry. Weekly Review presentations including Fulfilment trend, Demand trend, and Bench status Lead the gathering of project requirements in a holistic manner across multiple business functions and optimize per schedule and budget constraints. Identify and establish partnerships with stakeholders to build support, secure sponsorship, and ensure alignment for program outcomes Responsible for reviewing, monitoring, controlling projects with the objective of delivering them as per agreed timelines, cost and quality parameters. Provide guidance and mentorship to team. Drive knowledge management and continuous up skilling of the team. Conduct performance appraisals for team members. Manage attrition through skip level meetings, planning interventions, engagement calendars. Identify training needs for direct reports and ensure domain/developmental trainings needs are met

Project Role : Application Designer Project Role Description : Assist in defining requirements and designing applications to meet business process and application requirements. Must have skills : Kronos Good to have skills : NA Minimum 3 year(s) of experience is required Educational Qualification : BE Key Responsibilities - -Serves as a liaison between the IT & Business Consumers and Customers. As part of the IT Product Team, brings deep understanding to the opportunities and issues faced in business function and advises on the best solutions. -Translates business strategies, opportunities, threats and needs into IT product requirements, then plays a key role within the product team to specify, test and deploy those as IT solutions. -Contributes to IT Strategy. Technical Experience - -Analyses, documents and tests program development, logic, process flows and specifications. -Document training materials for the product areas. -Delivers training to the end users, using a train-the-trainer approach as required, deployment and support teams. -Supports the analysis and resolution of solution issues as part of sustain support model. -Design business scenarios and use cases for the product mix, including product introduction, specification and the change management required to maximize its adoption/value. -Works with IT Product Managers to define the minimum viable product (MVP) that satisfies the business need. -Secures by early business feedback that the MVPs defined and provide the desired value (MVP taste-testing). -Identifies gaps in existing functionalities, options for improvement and opportunities for process automation. -Problem analysis and resolution at second or third level, drive root cause finding and continuous improvements, both corrective and preventive. -Prototype, configure, test, document and implement Kronos Time solutions. -Provide consultancy and drive project/solution implementation. -Work as an integral part of the Product Team including near shore and offshore resources. -Collaborate with Functions and Stakeholders as necessary to deliver Business needs via Technology. -Work with business partners to conduct/support paper-based design, POCs, solutioning sessions, and MVP testing all along the life cycle from business demand to value delivery. -Provide technical guidance and support to Offshore and Market teams. -Engage with BAs, Product Managers and Solution Architects within (and across) the product to ensure alignment with the overall enterprise solution. -Responsible for identifying security & compliance requirements, including roles, associated with the business process and ensures they are considered in the solution design. -8 -10 years of experience in Kronos Applications Specialist / Kronos Functional Consulting in Time Management, Multi Country Time Solutions, with full-cycle. -Kronos Project Implementation experience for 2 or more countries. -Minimum 2 years of experience on UKG Pro (Cloud Solution). -SAP Payroll functional experience is advantage. -Project management experience. -Business experience in Time Management is beneficial. -Experienced in working in an Agile/DevOps environment using design thinking methodology. Professional Attributes - -Effective communicator across different organizational levels in the organization. -Experienced in working in a global environment and with virtual teams within a Product Management organization and multicultural stakeholders. Additional Information -Bachelor's degree in business, information systems or related discipline, or equivalent; M.B.A. preferred. BE

Skill required: Cross support - Workforce Management (WFM) Designation: Service Delivery Ops Associate Manager Qualifications: Any Graduation Years of Experience: 10 to 14 years What would you do Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costsCross support -Help desk role - ticket resolution/Chat supportAn institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for Participate in the establishment and development of the operation, leveraging previous (HR outsourcing) experience in order to provide a differentiated service to the clientEnsure delivery of non-commercial aspects of the outsourcing agreement, as well as standards of service (relating to quality, effectiveness, productivity, efficiency etc.)Initiate, design and implement business process excellence improvementsDemonstrate, and seeks to deepen, an awareness of business / industry issues and driversMake decisions to improve the operation of the assigned service line and contributes to the advancement of the clients and Accenture s business.Provide solutions to complex business problems within the service line.Establish and maintain key relationships with the client, team leads and client management.Can act as a subject matter expert Understand and adhere to Data Protection CriteriaDemonstrates excellent client care skills.Recognized as having expert knowledge and vision for the assigned service line (Workforce Administration). Produces solutions to complex business problems.Develops new concepts and opportunities within their Service Line.Contributes to policy and direction setting.Complies with all Client and Accenture Data Security and Quality requirements.Role Accountability:Is accountable for the results of the Service Line activities to both Accenture and Clients.Accountable for ongoing management of effective client service relationship within the service line. Develops new approaches and processes.Interfaces with other team leads, management and client staff and ensures good working relationships.Ensures the service line operations are efficient and effective and that SLA s are met.Ensure the first class delivery of service to clients.Participate in and/or support during Client visits Roles and Responsibilities: In this role you are required to do analysis and solving of moderately complex problems Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures The person requires understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor or team leads Generally interacts with peers and/or management levels at a client and/or within Accenture The person should require minimal guidance when determining methods and procedures on new assignments Decisions often impact the team in which they reside and occasionally impact other teams Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts Qualification Any Graduation

About the Opportunity Job TypeFixed Term ContractorContract duration 8 months.Application 13 June 2025 Title FTC Senior Associate/Process Specialist - RE REG & TRANSFERS - GPS DELIVERY Department RE REG & TRANSFERS - GPS DELIVERY Location Gurgaon, India Reports To Assistant Manager/Manager Level Garde 2/3 Were proud to have been helping our clients build better financial futures for over 50 years. How have we achieved thisBy working together - and supporting each other - all over the world. So, join our Rereg & Transfers team and feel like youre part of something bigger. About your team The India Retail Operations team is responsible for tending to all investment matters relating to UK & Continental Europe clients. Their roles include carrying out all instructions to invest, switch and redeem money accurately, swiftly and in full accordance with Fidelitys stringent regulatory requirements; and always working hard to provide excellent and efficient customer service to improve the Fidelity name. The function also caters to Reregistration and Transfers of units and cash. The team must ensure that the daily SLAs are met which may otherwise result into P&L and reputational impact for Fidelity. The team works on AAA related activities placing deals for the clients investing in the onshore product range. About your role Monitor and achieve service levels and ensure team completes operational tasks in accordance with defined procedures. Monitor teams performance viz. quality metrics, productivity, utilisation etc. Report on them along with performing periodic analysis. Drive first time right culture within the team and work closely with other teams to understand gaps and take timely actions. Identify and explain the dependencies between various teams and understand both downstream & upstream impact of the process! Processing the instructions e2e & helping the client with their journey Understands and proactively mitigates the impact of risk. Drive & deliver process improvements in response to customer feedback trends, process gaps / issues. Should be able to manage process escalations on their own Ability to process large volatile volumes to deadlines, whilst maintaining high standards of accuracy Strong attention to detail and excellent communication skills Self motivated and flexible with the ability to work in offshore shifts Work towards achieving the relevant competency model for the role Flexible to handle any ad-hoc business requirements. Proactive approach to problem solving and service improvement About you Should possess good understanding on Fidelitys services and products or should have Industry and competitor knowledge and how the same impacts the customer. A team player at both Management & Team levels with a positive approach to change management Should be competent to process seamless client e2e journey & raise any challenges. Strong communicator , able to represent the team effectively at all levels. Have the ability to analyse data confidently, identify trends and potential areas of concern. Possess sound understanding of Risks, control, and regulatory aspect of the process. Feel rewarded For starters, well offer you a comprehensive benefits package. Well value your wellbeing and support your development. And well be as flexible as we can about where and when you work finding a balance that works for all of us. Its all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

Skill required: Cross support - Workforce Management (WFM) Qualifications: Any Graduation What would you do Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costsCross support -Help desk role - ticket resolution/Chat supportAn institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for Participate in the establishment and development of the operation, leveraging previous (HR outsourcing) experience in order to provide a differentiated service to the client Ensure delivery of non-commercial aspects of the outsourcing agreement, as well as standards of service (relating to quality, effectiveness, productivity, efficiency etc.)Initiate, design and implement business process excellence improvements Demonstrate, and seeks to deepen, an awareness of business / industry issues and drivers Make decisions to improve the operation of the assigned service line and contributes to the advancement of the clients and Accenture s business.Provide solutions to complex business problems within the service line.Establish and maintain key relationships with the client, team leads and client management.Can act as a subject matter expert Understand and adhere to Data Protection Criteria Demonstrates excellent client care skills. Recognized as having expert knowledge and vision for the assigned service line (Workforce Administration). Produces solutions to complex business problems.Develops new concepts and opportunities within their Service Line.Contributes to policy and direction setting.Complies with all Client and Accenture Data Security and Quality requirements. Role Accountability:Is accountable for the results of the Service Line activities to both Accenture and Clients.Accountable for ongoing management of effective client service relationship within the service line. Develops new approaches and processes.Interfaces with other team leads, management and client staff and ensures good working relationships. Ensures the service line operations are efficient and effective and that SLA s are met.Ensure the first class delivery of service to clients. Participate in and/or support during Client visits Roles and Responsibilities: In this role you are required to do analysis and solving of moderately complex problems Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures The person requires understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor or team leads Generally interacts with peers and/or management levels at a client and/or within Accenture The person should require minimal guidance when determining methods and procedures on new assignments Decisions often impact the team in which they reside and occasionally impact other teams Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts Qualification Any Graduation

The Strategy & Consulting Global Network Song Practice| Service | Health and Public Services Senior Manager (Level 6) Join our team of Strategy & Consulting Global Network Song who solve customer facing challenges at clients spanning Sales, Service and Marketing to accelerate business change. Practice: Strategy & Consulting Global Network Song I Areas of Work: Health and Public Services, Service transformation, Contact Center, Salesforce Health Cloud | Level: Senior Manager | Location: Bengaluru, Gurgaon, Mumbai, Chennai, Kolkata Hyderabad | Years of Exp:8 + years The Practice A Brief Sketch The Strategy & Consulting Global Network Song practice is aligned to the Global Network Song Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Service Transformation, Marketing Transformation, and Commerce. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner. The Health and Public Services Senior Manager position is within the Service practice of Accenture GN Song. The individual would work at the heart of the top global Health Care (Health Operations, Pharmaceuticals, Medical Technology, and Patient services) organizations and would collaborate on innovative projects while bringing in deep industry knowledge for end-to-end implementation and optimization of Salesforce Health Cloud. Consulting & Advisory service Aid clients to design, deliver and adopt digital solutions to increase their competitiveness and accelerate GTM. Lead the discovery, design, and implementation of Salesforce Health Cloud solutions for clients in the healthcare industry. Manage end-to-end Salesforce Health Cloud projects, collaborate with stakeholders, and driving the adoption of Salesforce Health Cloud capabilities while ensuring compliance with healthcare industry regulations (e.g., HIPAA, GDPR) and data security standards. Develop and oversee Health Cloud components such as care coordination, patient and provider management, appointment scheduling, Analytics, and data integrations with other systems viz. EHR, DWs, etc. Assist health care clients with their most pressing service transformation problems by offering consulting and advisory services. Create a service transformational plan, design/re-design the channel strategy and operating model, close the gap between business and technology , and help clients achieve long-term success by co-creating future-proof, agile and resilient operating models. Build and maintain client relationships , both existing and new, by understand client problems, bringing relevant solutions and offerings to the clients and influence improvement objectives Engage with senior management as part of go to market team and assist in sales and project delivery. Provide solutions to complex business problems /opportunities requiring in-depth knowledge of Patient, Provider, Payer dynamics, to optimize business processes and deliver on multi-channel customer service strategy. Data and Analytics driven approach for identification and realization of value for the clients and help in driving measurable outcomes through digital investments at the right pace and scale. Help clients become more customer-centric by redesigning their core operations through intelligent automation, AI and machine learning based tools. Sales & Business Development Generating new business engagements :Drive new business opportunities by identifying and pursuing new leads, defining GTM strategy, facilitate client discussions and presentations to drive new business and client relationships. Own and drive Service transformation RFP/RFI response coming in from Health care customers for Salesforce Health Cloud implementation/optimization. Practice Development - Take on leadership role: Support overall growth of practice area through a combination of business development, talent management, oversight of delivery work, and thought leadership. Collaborate with Salesforce, Adobe, Nice, MS Dynamics, etc. business groups, to enable business capabilities with agility, velocity, and quality while optimizing costs. Lead and motivate teams with diverse skills and backgrounds. Manage and mentor talented teams of consultants and technologists supporting, providing input and guidance into the talent strategy and actively participate in engagement, capability development activities. Bring your best skills forward to excel at the role: Strong consulting and advisory experience in Health Care industry with deep industry knowledge and understanding of key trends. Deep understanding of Health Care processes, performance drivers & industry leading practices, regulatory and compliance requirements Familiarity with patient-centered care, healthcare delivery models, reimbursement systems (e.g., insurance, public health systems), and patient access programs. Experience in working as an advisory lead in designing next gen service transformation solution on digital technologies like Salesforce Health Cloud. Data automation and AI Ability to develop long standing relationships with senior client stakeholders. Experienced in managing large global teams, multi-stakeholder environments and complex digital projects engagements in a global network. Read about us. Your experience counts! Minimum 8+ years of relevant experience in Health Care industry and well-versed in Salesforce Health Cloud and AI tools with good analytical skills along with domain experience Experience in scoping and designing Salesforce Health Cloud modules and implementing it in projects. Demonstrated sustained client relations management experience at a C-suite level or operated at a senior management level in the industry role. Good To Have - Certification in Salesforce Health Cloud Knowledge of allied service transformation capabilities such as speech analytics, workforce management, CX, etc. is a plus Travel may be required for this role. The amount of travel will vary from 25% to 100% depending on business need and client requirements. Qualification Your experience counts! Minimum 8+ years of relevant experience in Health Care industry and well-versed in Salesforce Health Cloud and AI tools with good analytical skills along with domain experience Experience in scoping and designing Salesforce Health Cloud modules and implementing it in projects. Demonstrated sustained client relations management experience at a C-suite level or operated at a senior management level in the industry role. Good To Have - Certification in Salesforce Health Cloud Knowledge of allied service transformation capabilities such as speech analytics, workforce management, CX, etc. is a plus Travel may be required for this role. The amount of travel will vary from 25% to 100% depending on business need and client requirements.

Job Title - GN - SONG - Service - Workforce Intelligence - Senior Manager Management Level: 6-Senior Manager Location: Bengaluru, BDC7A Must-have skills: Workforce Management (WFM) Good to have skills: Ability to leverage design thinking, business process optimization, and stakeholder management skills. Job Summary : This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions. Roles & Responsibilities: Provide strategic advisory services, conduct market research, and develop data-driven recommendations to enhance business performance. Professional & Technical Skills: - Relevant experience in the required domain.- Strong analytical, problem-solving, and communication skills.- Ability to work in a fast-paced, dynamic environment. Bring your best skills forward to excel at the role: Understand market and customer challenges, ability to address these challenges in a differentiated manner vs. the competition. Includes similar level of understanding with regards to all the workforce management vendor technologies Help the team to be able to solution, sell, deliver workforce optimization solutions to clients. Readiness includes:Product overview, Partner readiness support, pricing, documentation, first call presentations Ability to drive Partner support activities which includes a strong focus on nurturing deeper, more strategic relationships with key parties Excellent communications & presentation skills Ability to develop requirements based on leadership input Ability to work effectively in a remote, virtual, global environment Strong project management skills:ability to mobilize and organize across multiple stakeholders (client and internal) and projects Additional Information: - Opportunity to work on innovative projects. - Career growth and leadership exposure. You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of the team, you will drive the following Help our clients to create the workforce optimization strategy Work with clients to drive migration of workforce management platforms to new age technologies based on AI/ML Build target operating model for workforce management practice Assist clients in driving operational efficiencies through leading operational practices within the contact center/customer service organization Provide an impartial assessment of workforce management solutions Design & create strategic plans for WFO (Project & Programme) Design & create the solution architecture for workforce management transformation with best practices (across platforms) Lead large scale transformations on AI enabled contact center / customer service opportunities with clear focus on workforce optimization Build and influence relationships, grow collaborative partnerships with clients Experience using industry enterprise frameworks and methodologies to deliver business capabilities through whole systems design and architecture Work with pre-sales teams to support the solutioning of workforce optimization opportunities Manage performance of teams and identify performance improvement plans when required Develop both thought leadership points of view and new service offerings to differentiate us in the marketplace Qualification Experience:14 to 16 Years Educational Qualification: Minimum 15 Years of Education

Job description Job Title: GenesysCloud CX Contact Center consultant Duration: Full time role Location: Onsite (Bangalore Bagmane Tech Park) Note: Need someone who can join in less than 30-45 days. Note: Need someone who can join in less than 30-45 days. Note: Need someone who can join in less than 30-45 days. Top Skills: Looking for GenesysCloud CX Contact center (Proficient and Must) experience. NICE-WFM (Proficient and Must). Salesforce (Must). AWS connect (Nice to have). Job Description: : Duties: Deliver scalable, high-quality Salesforce services in support of our company mission Design, develop, test, and document scalable, high-quality business solutions on the Salesforce platform Recommend alternate approaches, analyze impacts, and provide sizing estimates Collaborate with other team members Participate in design sessions Conduct unit, integration, and performance testing Work closely with users for user acceptance testing Analyze and mitigate bugs and issues Participate in design and code reviews Propose creative, highly innovative solutions Provide support in fulfilling service requests Support release planning and deployment Maintain system KPIs to track trends in usage and data integrity Help team ensure compliance with IT policies and procedures Keep up with current technology trends Assess and make recommendations on processes, designs, operations, and testing Skills: Superior Salesforce development skills, including Apex, Visualforce, REST, APIs, SOQL, JavaScript, CSS, and HTML Understanding of all aspects of Salesforce, including Sales Cloud, Service Cloud, Marketing Cloud, and Communities Deep understanding of scalable solutions and Salesforce best practices Proven track record of delivering scalable, high-quality solutions Experience working with third-party applications that integrate with Salesforce Ability to take initiative as needed Strong written and verbal communication skills Understanding of testing and release processes Track record of creativity and innovation

AM WFM- Workforce Management WFM - with excellent excel/ Capacity Planning/ Forecasting/Scheduling Good in WFM Lifecycle.

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

Project Role : Application Lead Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact. Must have skills : SAP Field Service Management, SAP Fieldglass Contingent Workforce Good to have skills : NAMinimum 7.5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Lead, you will lead the effort to design, build, and configure applications, acting as the primary point of contact. Your day will involve overseeing the application development process and ensuring seamless communication within the team and stakeholders. Roles & Responsibilities:- Expected to be an SME- Collaborate and manage the team to perform- Responsible for team decisions- Engage with multiple teams and contribute on key decisions- Provide solutions to problems for their immediate team and across multiple teams- Lead the application development process- Ensure effective communication within the team and stakeholders Professional & Technical Skills: - Must To Have Skills: Proficiency in SAP Field Service Management, SAP Fieldglass Contingent Workforce- Strong understanding of SAP Field Service Management- Experience in configuring and building applications using SAP Field Service Management- Knowledge of SAP Fieldglass Contingent Workforce integration- Hands-on experience in leading application development projects Additional Information:- The candidate should have a minimum of 7.5 years of experience in SAP Field Service Management- This position is based at our Pune office- A 15 years full-time education is required Qualification 15 years full time education

Skill required: Employee Services - Customer Care Designation: HR Service Delivery Associate Manager Qualifications: Any Graduation Years of Experience: 10 to 14 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costsEmployee Services - More into query/case managementActivities, services, and interactions to address the needs, inquiries, and concerns of its customers. It involves establishing and maintaining positive relationships, offering assistance, and ensuring customer satisfaction by addressing issues promptly and effectively. Customer care encompasses various channels, such as customer support hotlines, email support, live chat, and in person interactions, with the aim of delivering a high level of service and fostering loyalty. What are we looking for Participate in the establishment and development of the operation, leveraging previous (HR outsourcing) experience in order to provide a differentiated service to the clientEnsure delivery of non-commercial aspects of the outsourcing agreement, as well as standards of service (relating to quality, effectiveness, productivity, efficiency etc.)Initiate, design and implement business process excellence improvementsDemonstrate, and seeks to deepen, an awareness of business / industry issues and driversMake decisions to improve the operation of the assigned service line and contributes to the advancement of the clients and Accenture s business.Provide solutions to complex business problems within the service line.Establish and maintain key relationships with the client, team leads and client management.Can act as a subject matter expert Understand and adhere to Data Protection Criteria.Demonstrates excellent client care skills.Recognized as having expert knowledge and vision for the assigned service line (Workforce Administration). Produces solutions to complex business problems.Develops new concepts and opportunities within their Service Line.Contributes to policy and direction setting.Complies with all Client and Accenture Data Security and Quality requirements.Role Accountability:Is accountable for the results of the Service Line activities to both Accenture and Clients.Accountable for ongoing management of effective client service relationship within the service line. Develops new approaches and processes.Interfaces with other team leads, management and client staff and ensures good working relationships.Ensures the service line operations are efficient and effective and that SLA s are met.Ensure the first class delivery of service to clients.Participate in and/or support during Client visits Roles and Responsibilities: In this role you are required to do analysis and solving of moderately complex problems Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures The person requires understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor or team leads Generally interacts with peers and/or management levels at a client and/or within Accenture The person should require minimal guidance when determining methods and procedures on new assignments Decisions often impact the team in which they reside and occasionally impact other teams Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Skill required: Employee Services - Employee Data Process Design Designation: HR Service Delivery Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costsEmployee Services - More into query/case managementThe design of employee data processes to manage employment data, records and transactions using standard technologies and processes. What are we looking for Strong customer orientation 1 - 2 yrs. business experience with Comp & Benefits/GM/ER/Performance management backgroundResilient and able to work under pressure Attention to detail & quality driven in communications and all system transactionsStrong communications skills (Written & Verbal)Problem solving skillsTeam Work & collaboration. Multi-cultural awareness.Willing to work in Rotational shiftsVersant score should be 62Passing the psychometric test a mustWork from Office - MandatoryExposure to BPO industryBachelors degree (Any discipline)Knowledge of MS Office/Excel Skills Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Skill required: Employee Services - Workday Talent Management Designation: HR Service Delivery New Associate Qualifications: Any Graduation Years of Experience: 0 to 1 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costsGood communication skill with basic HR knowledgeEmployee Services - More into query/case managementGood communication skill with basic HR knowledgeDesign, develop, implement and manage business solutions within Workday s HCM Tracking Library focusing on the talent and performance management data and aspects of an organization.Good communication skill with basic HR knowledge What are we looking for Good communication skill with basic HR knowledgeGood communication skill with basic HR knowledge Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your primary interaction is within your own team and your direct supervisor In this role you will be given detailed instructions on all tasks The decisions that you make impact your own work and are closely supervised You will be an individual contributor as a part of a team with a predetermined, narrow scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation