1183 Workforce Management Jobs - Page 35

Since 1995, Amazon has focused on being the world s most customer centric company. Our customers are worldwide, and include not just consumers, but also our sellers. World-class retail brands and individual sellers increase their sales and reach new customers by leveraging the power of the Amazon e-commerce platform. Over 2 million sellers offer new, used, and collectible selections to Amazon customers around the world. To meet our sellers needs, our smart, diverse, customer-obsessed employees are constantly innovating and building on new ideas. Who we are. Within Amazon, the Selling Partner Support (SPS) Organization s goal is to enable sellers, vendors, and brand owners of any size by helping them build the business they want. We obsess over the provision of world class support, technical assistance and account management services to our global partners. We strive to predict our customers needs, create innovative self-help tools and provide solutions to help them better serve their own customers and grow their businesses. We are a primary interface between selling partners and Amazon through our Associates positive interactions and assistance. Who you are. As a Workforce Management (WFM) Real-Time Analyst (RTA), you will monitor all issues that impact service levels and take actions to resolve or reduce the impact. Notify support teams as required. Perform operational and oversight responsibilities as required to ensure all SLAs are met. Evaluates facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages. In this role you will experience a wide range of problem solving situations that require immediate real time intervention. Responsibilities: - Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence. - Coordinate with outsourced sites on SL management over 24x7 bridge and keep the WFM team update through SharePoint notes. - Work on real-time tickets related to schedule change request, non-production request and associate GACD profile change request. - Prepare and communicate daily handoff report to WFM leadership team on SL performance. - Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, and initiate appropriate tactics to ensure service levels are maintained. - Serves as primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership. - 2+ years of experience in an English contact center environment - Previous experience as a Workforce management RTA - Excellent analytical and mathematical skills. - Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers - Proven expertise knowledge with NICE (IEX)/Aspect - Advanced skills using Microsoft Excel in a business environment - Ability to prioritize and meet tight deadlines - Analytical with attention to detail

Assistant Manager- Finance at Skuad Remote Job | AllRemote Assistant Manager- Finance 4 to 8 years Role Accounts Payable 1 Click Apply Why you should join Skuad NASDAQ Listed-backed hyper-growth company Rapid career advancement with opportunities to learn Competitive salary and Performance bonus Paid time off, Flexi-hour policy & Wellness benefits Truly Global & Diverse Team About the role Prepare and analyze financial reports related to payables/cost Build and maintain relationships with vendors and suppliers in different countries Monitor currency exchange rates and implement strategies to minimize currency-related risks in payment transactions Work closely with other departments, such as legal and compliance, to ensure alignment on international regulations Would manage 1- 2 resources as well Ideal candidate Graduate - Commerce (no engineers/science/arts stream candidates) + CA/CA/CWA Inter would be great Candidates with 4 to 8 years of post-qualification experience would be ideal. Extensive experience in Accounts payables AP domain - PO, Payments, Contract Management, Compliance, related taxation Strategic mindset to optimize cash flow Knowledge of expense management tools like ZOHO and accounting tools like XERO, QuickBooks, etc About Skuad Imagine a world without boundaries, where companies effortlessly discover, hire, and manage talent, regardless of geographical constraints. Skuad brings this vision to life. Were on a mission to democratize global talent and opportunities, making remote work accessible worldwide. Skuad empowers employers to effortlessly build, pay, and oversee exceptional global teams while handling the complexities of payroll, compliance, and taxation. Our diverse, globally distributed team is passionate about fostering inclusive work cultures and enabling customers to thrive globally. Backed by leaders with over two decades of HR expertise, our goal is to create one million opportunities globally by 2027. Having raised $15 million in Series A funding in Oct 2022, totaling $19 million with support from returning investors Beenext and Anthemis, were committed to driving value, learning, and continuous improvement as a united global team. In August 2024, Skuad was acquired by Payoneer. Payoneer (NASDAQ: PAYO) is a leading global payments platform that partners with freelancers, SMBs, marketplaces, and enterprises to solve their biggest payment challenges. Leveraging robust technology, compliance, operations, and banking infrastructure, Payoneer powers growth for entrepreneurs in emerging markets, Payoneer makes global commerce easy and secure. Skuad s acquisition brings a key capability workforce management capabilities to Payoneer s growing financial stack. With Skuad you get to have: Ownership: You will own what you do. We are a results-driven team, which means we expect you to get things done. Endless support: You will always be able to reach the help you may need. You will have the resources you need to deliver. Experiment: This is your playground. You will come up with ideas of your own, pitch them, and take them up. You will have a free hand to execute exciting ideas. Impact: Be a part of a world-class team where we are constantly challenged with new things and maximize the impact of the products we build.

Candidate should have minimum 2 years of experience in Short and long term capacity planning. Only 30 days notice period profiles will be consider .

Role & responsibilities 1. Forecasting and Planning: Analyze historical data and trends to forecast future staffing needs. Develop short-term and long-term workforce plans based on business requirements and peak times. 2. Scheduling: Create and manage employee schedules to ensure optimal coverage and meet service level agreements (SLAs). Adjust schedules as needed based on real-time changes in demand or staffing levels. 3. Data Analysis: Monitor and analyze performance metrics and key performance indicators (KPIs). Generate and present reports on staffing efficiency, adherence, and other relevant 4. Tools: Knowledge of any WFM tool like: IEX, Verint, Aspect etc. Candidate should know Erlang C methodology 5. Communication: Collaborate with department managers and team leads to understand staffing needs and align schedules accordingly. Communicate schedule changes and updates to employees and ensure clarity on shift requirements and expectations. 6. Compliance and Accuracy: Ensure adherence to labor laws, company policies, and industry regulations in all scheduling practices. Maintain accuracy in scheduling and reporting to support payroll processing and operational planning.

Hi , We are hiring for the ITES Company for Workforce Management. Overview A Workforce Manager is a professional responsible for planning, forecasting, scheduling, and managing staffing resources to ensure that a company especially in call centers, BPOs, customer service, or retail operations can meet its operational and service goals efficiently. To ensure that the right number of people are scheduled at the right times to handle customer demand without overstaffing or understaffing, balancing cost efficiency with service quality. Key Skills: a) Need Experience in Forecasting, Scheduling, Capacity Planning b) Min 1 Year of WFM Lead Experience c) Any Graduate d) Min 3 Years International BPO Experience To Apply, WhatsApp 'Hi' @ 9151555419 Follow the Steps Below: >Click on Start option to Apply and fill the details >Select the location as Other ( to get multiple location option ) a) To Apply for above Job Role ( Kolkata ) Type : Job Code # 196 b) To Apply for above Job Role ( Chennai ) Type : Job Code # 553 Job description: Overall 6 years of experience with minimum 3 years experience of Customer Service & Operations Management in ANZ Utilities & Voice / Blended Operations Will execute capacity ramp up and ramp down across all LOBs Drive productivity and cost efficiency by systematically challenging operations teams across multiple geographies. Should possess a strong analytical background that enables him/her to analyze and standardize workflow activities across his/her team. Will experience a wide range of problem-solving situations, ranging from short term to strategic to decisions requiring use of data collection and analysis. Should have a track record of successful relationship management, with experience generating and managing plans, reports, and analyses. Mitigate capacity risks by identifying dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track expectations. Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators. Competencies/Skills: Excellent knowledge of Excels & Macro Understanding of latest industry wide known WFM practices for both Voice/Non Voice & BO operations Good communication, interpersonal skills Multi Tasking

Solution Consultant, Workforce Management (Hyderabad) About UKG UKG (Ultimate Kronos Group) is an industry market leader renowned for leveraging cutting-edge technology to revolutionize workforce management . As we continue to expand our product footprint globally, we are creating new opportunities in India. Join our dynamic team in Hyderabad and contribute to our mission of providing innovative solutions that empower businesses and employees alike. Role Overview As a Solution Consultant at UKG, you will play a pivotal role in delivering superior workforce management solutions to our clients. You will be accountable for your own success, utilizing your deep knowledge of workforce management software to implement solutions that maximize benefits for our customers. Your superior communication and presentation skills, coupled with your ability to manage complex environments and client relationships, will ensure your success in this impactful role. Key Responsibilities Documentation : Collect, analyze, validate, and document detailed business requirements, translating them into technical specifications for the implementation team. Build and Configuration : Lead the build and configuration of the system, ensuring strict adherence to the original design and client requirements. Provide expert knowledge and advocate for best practices during the Build phase. Testing Support : Provide comprehensive support during the testing phase, including functional testing, integration testing, and User Acceptance Testing (UAT). Best Practices : Advocate for and implement industry best practices in workforce management, process optimization, and system configuration. Effective Communication : Effectively communicate complex technical concepts to both technical and non-technical stakeholders using use cases, visual diagrams, and process flow charts. Travel : Travel up to 25% may be required to meet with clients and support project implementations. Qualifications Education : Bachelor's degree or equivalent in Computer Sciences or a related field. Experience : Overall, 3 to 6 years of experience implementing or supporting enterprise software applications and hardware used in web environments (UKG Pro WFM/Workday/Ceridian/Oracle/PeopleSoft/SAP Human Resources/Payroll/Time and Labor). 3+ years of relevant experience in implementing Workforce Management software or a similar domain is highly desirable. Experience in implementing WFM modules like Time Keeping and Accruals is a must. Prior experience in supporting functional testing, integration testing, and UAT

The CLRA Lead will spearhead statutory compliance for contract labour and workforce vendors, ensuring organisation-wide adherence to Indian labour laws. Act as the key interface with government bodies, third-party consultants, and internal/external suppliers. Drive risk mitigation, vendor governance, and regulatory engagement to uphold compliance excellence across the external workforce ecosystem. Also, the manager will ensure enterprise-wide adherence to labour laws, manage compliance risks, oversee vendor governance, and engage with regulatory authorities on external workforce matters. You have: 5 - 7 years experience in statutory labour compliance with Bachelors or Post Graduate Degree in Law or equivalent. Experience in contract workforce management in a large or mid-sized organisation. Understanding of Compliance Advisory, Regulatory Affairs, and State Laws. Exposure to Labour laws and regulations, and their interpretations. It would be nice if you also had: Knowledge of PAN India labour compliances. Good Communication skills to decipher labour laws and regulations. Act as the central point of contact for suppliers and consultants regarding all statutory and contractual labour compliance matters. Manage and ensure adherence to labour compliance requirements across all service-related operations. Work closely with consultants and government agencies to oversee registrations, filings, payments, and maintain accurate statutory/labour compliance records. Assist Procurement in integrating and enhancing labour compliance clauses in vendor agreements, aligning with Nokia s internal guidelines and processes, and coordinate efforts with Procurement, Market Legal, and Compliance teams. Guide stakeholders in meeting compliance requirements for existing operations and new business initiatives. Provide expertise on labour law issues while proactively tracking legal updates and assessing their implications. Collaborate with suppliers to address potential labour law non-compliance risks and implement preventive measures and strategies. Organise training sessions on labour compliance in coordination with Procurement and Legal, and Compliance teams.

The CLRA manager will spearhead statutory compliance for contract labour and workforce vendors, ensuring organisation-wide adherence to Indian labour laws. Act as the key interface with government bodies, third-party consultants, and internal/external suppliers. Drive risk mitigation, vendor governance, and regulatory engagement to uphold compliance excellence across the external workforce ecosystem. Also, the manager will ensure enterprise-wide adherence to labour laws, manage compliance risks, oversee vendor governance, and engage with regulatory authorities on external workforce matters. You have: 10 - 15 years experience in statutory labour compliance with Bachelors or Post Graduate Degree in Law or equivalent. Experience in contract workforce management in a large or mid-sized organisation. Understanding of Compliance Advisory, Regulatory Affairs, and State Laws. Exposure to Labour laws and regulations, and their interpretations. It would be nice if you also had: Knowledge of PAN India labour compliances. Good Communication skills to decipher labour laws and regulations. Led the organization s labour law compliance strategy for third-party manpower, contract labour, and outsourced operations. Ensured compliance with central and state labour laws across multiple locations and business functions. Designed and executed risk frameworks and audit mechanisms to identify and mitigate non-compliance in the contractor ecosystem. Acted as the primary representative in external inspections, audits, inquiries, and labour-related litigations. Established vendor compliance standards and monitored statutory adherence (PF/ESI, wage laws, licenses, etc.) throughout the engagement lifecycle. Deployed automation tools and dashboards for real-time tracking of contractor compliance and governance. Advised senior management on labour law risks, best practices, and evolving legal requirements impacting workforce models. Collaborated with legal, procurement, and government bodies to strengthen compliance clauses, close regulatory notices, and ensure zero-penalty operations.

The CLRA manager will spearhead statutory compliance for contract labour and workforce vendors, ensuring organisation-wide adherence to Indian labour laws. Act as the key interface with government bodies, third-party consultants, and internal/external suppliers. Drive risk mitigation, vendor governance, and regulatory engagement to uphold compliance excellence across the external workforce ecosystem. Also, the manager will ensure enterprise-wide adherence to labour laws, manage compliance risks, oversee vendor governance, and engage with regulatory authorities on external workforce matters. You have: 10 - 15 years experience in statutory labour compliance with Bachelors or Post Graduate Degree in Law or equivalent. Experience in contract workforce management in a large or mid-sized organisation. Understanding of Compliance Advisory, Regulatory Affairs, and State Laws. Exposure to Labour laws and regulations, and their interpretations. It would be nice if you also had: Knowledge of PAN India labour compliances. Good Communication skills to decipher labour laws and regulations. Led the organization s labour law compliance strategy for third-party manpower, contract labour, and outsourced operations. Ensured compliance with central and state labour laws across multiple locations and business functions. Designed and executed risk frameworks and audit mechanisms to identify and mitigate non-compliance in the contractor ecosystem. Acted as the primary representative in external inspections, audits, inquiries, and labour-related litigations. Established vendor compliance standards and monitored statutory adherence (PF/ESI, wage laws, licenses, etc.) throughout the engagement lifecycle. Deployed automation tools and dashboards for real-time tracking of contractor compliance and governance. Advised senior management on labour law risks, best practices, and evolving legal requirements impacting workforce models. Collaborated with legal, procurement, and government bodies to strengthen compliance clauses, close regulatory notices, and ensure zero-penalty operations.

The CLRA manager will spearhead statutory compliance for contract labour and workforce vendors, ensuring organisation-wide adherence to Indian labour laws. Act as the key interface with government bodies, third-party consultants, and internal/external suppliers. Drive risk mitigation, vendor governance, and regulatory engagement to uphold compliance excellence across the external workforce ecosystem. Also, the manager will ensure enterprise-wide adherence to labour laws, manage compliance risks, oversee vendor governance, and engage with regulatory authorities on external workforce matters. You have: 10 - 15 years experience in statutory labour compliance with Bachelors or Post Graduate Degree in Law or equivalent. Experience in contract workforce management in a large or mid-sized organisation. Understanding of Compliance Advisory, Regulatory Affairs, and State Laws. Exposure to Labour laws and regulations, and their interpretations. It would be nice if you also had: Knowledge of PAN India labour compliances. Good Communication skills to decipher labour laws and regulations. Led the organization s labour law compliance strategy for third-party manpower, contract labour, and outsourced operations. Ensured compliance with central and state labour laws across multiple locations and business functions. Designed and executed risk frameworks and audit mechanisms to identify and mitigate non-compliance in the contractor ecosystem. Acted as the primary representative in external inspections, audits, inquiries, and labour-related litigations. Established vendor compliance standards and monitored statutory adherence (PF/ESI, wage laws, licenses, etc.) throughout the engagement lifecycle. Deployed automation tools and dashboards for real-time tracking of contractor compliance and governance. Advised senior management on labour law risks, best practices, and evolving legal requirements impacting workforce models. Collaborated with legal, procurement, and government bodies to strengthen compliance clauses, close regulatory notices, and ensure zero-penalty operations.

The CLRA manager will spearhead statutory compliance for contract labour and workforce vendors, ensuring organisation-wide adherence to Indian labour laws. Act as the key interface with government bodies, third-party consultants, and internal/external suppliers. Drive risk mitigation, vendor governance, and regulatory engagement to uphold compliance excellence across the external workforce ecosystem. Also, the manager will ensure enterprise-wide adherence to labour laws, manage compliance risks, oversee vendor governance, and engage with regulatory authorities on external workforce matters. You have: 10 - 15 years experience in statutory labour compliance with Bachelors or Post Graduate Degree in Law or equivalent. Experience in contract workforce management in a large or mid-sized organisation. Understanding of Compliance Advisory, Regulatory Affairs, and State Laws. Exposure to Labour laws and regulations, and their interpretations. It would be nice if you also had: Knowledge of PAN India labour compliances. Good Communication skills to decipher labour laws and regulations. Led the organization s labour law compliance strategy for third-party manpower, contract labour, and outsourced operations. Ensured compliance with central and state labour laws across multiple locations and business functions. Designed and executed risk frameworks and audit mechanisms to identify and mitigate non-compliance in the contractor ecosystem. Acted as the primary representative in external inspections, audits, inquiries, and labour-related litigations. Established vendor compliance standards and monitored statutory adherence (PF/ESI, wage laws, licenses, etc.) throughout the engagement lifecycle. Deployed automation tools and dashboards for real-time tracking of contractor compliance and governance. Advised senior management on labour law risks, best practices, and evolving legal requirements impacting workforce models. Collaborated with legal, procurement, and government bodies to strengthen compliance clauses, close regulatory notices, and ensure zero-penalty operations.

Assistant Manager- Finance at Skuad Remote Job | AllRemote Assistant Manager- Finance 4 to 8 years Role Accounts Payable 1 Click Apply Why you should join Skuad NASDAQ Listed-backed hyper-growth company Rapid career advancement with opportunities to learn Competitive salary and Performance bonus Paid time off, Flexi-hour policy Wellness benefits Truly Global Diverse Team About the role Prepare and analyze financial reports related to payables/cost Build and maintain relationships with vendors and suppliers in different countries Monitor currency exchange rates and implement strategies to minimize currency-related risks in payment transactions Work closely with other departments, such as legal and compliance, to ensure alignment on international regulations Would manage 1- 2 resources as well Ideal candidate Graduate - Commerce (no engineers/science/arts stream candidates) + CA/CA/CWA Inter would be great Candidates with 4 to 8 years of post-qualification experience would be ideal. Extensive experience in Accounts payables AP domain - PO, Payments, Contract Management, Compliance, related taxation Strategic mindset to optimize cash flow Knowledge of expense management tools like ZOHO and accounting tools like XERO, QuickBooks, etc

Diploma / bachelor degree / master degree in computer science or subjects related to computer software programming. Minimum 4 years of experience in JavaScript and jQuery development. Proficiency with HTML5, CSS3, and related web technologies. Experience with TypeScript is a plus. Familiarity with libraries like fabric.js and HTML Canvas. Strong problem-solving skills and attention to detail. Excellent communication and teamwork skills. Ability to manage multiple tasks and deliver high-quality results under tight deadlines. Knowledge of React, Angular, or other JavaScript frameworks is an added advantage but not necessary. Perks: 5 Days Working Flexible working Hours A competitive salary Scope of speedy career growth Supportive Friendly Work Culture Appreciation cash rewards and certificates Referral Bonus 21 Paid Leaves Friendly Environment On-time Salary Overtime Payment Mostly activities for Refreshment and gain more knowledge Celebrations (Birthday, Festival, Picnic, Movie, Lunch, Dinner, etc) Chance to lead a team.

Position Purpose The Workforce Management Real Time Analyst is responsible for monitoring and reporting agent schedule adherence in real-time using real-time adherence software and ACD real-time displays. They work closely with Operations, calling out non-adherent events via email so that non-adherent agents can be directed back toward the phone. Workforce Management Real Time Analyst also monitor agent calling behaviors in real-time, calling out events such as talk-time or after-call-work time which exceeds defined thresholds. They watch real-time campaign statistics across various measures such as service level or staffing interval requirements to ensure we are meeting contractual standards as defined by clients. They provide real-time feedback to Work Force Management and Operations management on the status of the campaign. Workforce Management Real Time Analysts may also be required to change agent skill associations on the switch and or provide historical reporting, depending on campaign requirements. Responsibilities Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through Desk Alerts or over the phone. Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day. Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign. Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics. Provide historical reporting compilation as required by the campaign. Manage and enter real time exceptions in WFM software. Prepare and send intraday as well as daily, weekly and monthly performance reports and Provide support in identifying, tracking and reporting system issues/downtime Track the everyday attendance and provide recommendations for understaffing and overstaffing Review and analyze call/case arrival patterns and provide recommendations to improve customer practice Qualifications Minimum two-year experience in a call center environment and familiarity with Workforce functions required One year prior experience working with workforce management technologies preferred. One year using one of the following systems: Intercom, Salesforce, Genesys, or any other WFM tool. Experience with call center reporting and metrics preferred. Proficiency in Microsoft Office Applications including Word, Power Point, Excel, Tableau and other relevant software required. Graduate/ B Degree. Strong Analytical Skills required to critically assess situations and make decisions in real time. Excellent problem solving and decision-making skills. Ability to operate effectively in a team environment. Excellent oral and written communication skills and interpersonal skills.

> 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: Payroll(HCM).

> 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: Payroll(HCM).

> 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).

Hi , We are hiring for the ITES Company for Workforce Management. Overview A Workforce Manager is a professional responsible for planning, forecasting, scheduling, and managing staffing resources to ensure that a company especially in call centers, BPOs, customer service, or retail operations can meet its operational and service goals efficiently. To ensure that the right number of people are scheduled at the right times to handle customer demand without overstaffing or understaffing, balancing cost efficiency with service quality. Key Skills: a) Need Experience in Forecasting, Scheduling, Capacity Planning b) Min 1 Year of WFM Lead Experience c) Any Graduate d) Min 3 Years International BPO Experience To Apply, WhatsApp 'Hi' @ 9151555419 Follow the Steps Below: >Click on Start option to Apply and fill the details >Select the location as Other ( to get multiple location option ) a) To Apply for above Job Role ( Kolkata ) Type : Job Code # 196 Job description: Overall 6 years of experience with minimum 3 years experience of Customer Service & Operations Management in ANZ Utilities & Voice / Blended Operations Will execute capacity ramp up and ramp down across all LOBs Drive productivity and cost efficiency by systematically challenging operations teams across multiple geographies. Should possess a strong analytical background that enables him/her to analyze and standardize workflow activities across his/her team. Will experience a wide range of problem-solving situations, ranging from short term to strategic to decisions requiring use of data collection and analysis. Should have a track record of successful relationship management, with experience generating and managing plans, reports, and analyses. Mitigate capacity risks by identifying dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track expectations. Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators. Competencies/Skills: Excellent knowledge of Excels & Macro Understanding of latest industry wide known WFM practices for both Voice/Non Voice & BO operations Good communication, interpersonal skills Multi Tasking

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

Role based in BSv organisation. Leveraging deepening knowledge of Collections, The Collections 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. Their domain expertise means they are responsible for chasing outstanding invoices from customers of our clients - 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)

Responsible for managing the performance for the team of Production Specialist. Responsible for responding back to the client and internal stakeholders in an efficient and professional manner. Handles and resolves customer complaints- identify and escalate priority issues. Build a strong personal customer rapport and establish engagement to drive positive customer experience. Ensures compliance with all company and departmental policies, procedures, and guidelines Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization Data Analysis - Analyzing data short-term long-term trends, report generation, graphical representation, business analytics report, management reports Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attritio Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement Should have at least 18 months of Experience in Geographical Information System and exposure to Geographical Information System (GIS) knowledge Experience working in a QA as Service business unit in BPS Excellent Communication Skills (Verbal & Written) Good Analytical and Multitasking Skill Customer Service Oriented attitude with focus on soft skills. Do: Management of daily activities of a team Experience in Data Analyst experience Ensures achievement of all system, team and individual Customer Service goals and standards Manages Key performance indicators Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities Responsible for administrative aspects including reporting Superior communication (oral, written), presentation, and interpersonal skills Demonstrated ability to develop and implement process enhancements including technology and performance Ability to plan, prioritize, organize and communicate with client Proficiency in , Work-force management applications, Quality tools and technologies, Experienced in goal-setting (defining and prioritizing specific, driving objectives), Managing escalations. Ensure 100% Error Feedback for Critical, Major and Minor Errors to be shared by all mentors To ensure the Quality Scores are met at all times for the workflows mapped to the respective OJT Leads Coordinate with delivery managers and the L&D POC to plan sessions Drive completion by following with respective leads and managers

A Project Resource Manager ensures projects have the necessary resources, including personnel and equipment to be successful. They work closely with project managers to identify resource needs, and allocate resources effectively.

Hiring For WFM RTA Experience 2 year in WFM RTA Package upto 6LPA Graduation mandatory Good Communication Skills required Location- Bangalore 5 days working & US Shift Work From Office For more information Contact Priyanka Contact no 9362502648 mail id- priyanka@manningconsulting.in

As a Portfolio Planning and Metrics Team Member in Evernorth Technology, based on the Evernorth Technology Strategy and Development Team, you will be supporting several Development/Delivery related organizations; working across multiple Technology development, production, and infrastructure support teams. You will be leading or assisting primarily with financial management of the organization but will have the opportunity to support a variety of Technology related initiatives . You'll be expecte d to understand the current financial state, portfolio themes and aid in understanding risks/opportunities that exist, and communicate with leadership about their budget and portfolio performance. In addition to financial management, you will support the organization by also focusing on supplier/vendor/resource management. This may include assisting with Request for Proposals from suppliers on development or production support efforts, supporting our hiring controls process, developing vendor or resource capacity strategies, and more. Other areas of support, based on need, may be around chief of staff responsibilities, deeper workforce management responsibilities, and also reporting and relationship management primarily with offshore teams. The ideal candidate is comfortable working in a high-paced operational environment. Someone who is flexible with their services and outputs to meet the specific needs of the leadership body they support. Someone who is comfortable flexing into different work types based on existing priorities/demands. This role will act as an independent contributor aligned to support both specific leadership needs while finding ways to help drive efficiency and quality into broader more shared operational processes that span multiple stakeholders.

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. Toast is looking for an analytical, technical, and motivated team-player to drive daily management of work distribution and agent productivity as a member of our Real-Time Workforce Management team. In this role you ll be working with operations teams and business leaders, utilizing your technical expertise and business insights to drive best-in-class Customer Experiences. You ll lead corrective action in collaboration with business leaders to mitigate the impact of staffing, call volume, call abandonment, and agent behavior issues across different media channels. About this roll * (Responsibilities) Assist with various workforce system (NICE IEX) administrative tasks to ensure accurate performance tracking and process workflows. Real-time monitoring of performance across all channels, including the execution of channel-flexing and escalation actions. Day-to-day management of scheduling requests, work distribution, and agent productivity. Cadenced reporting to leadership on key performance metrics, including targeted recommendations. Administration of system profiles, scheduling, and call-out updates. Identify and raise issues with staffing/scheduling, and make data-driven recommendations for corrective action Develop a strong understanding of staffing frameworks at the intraweek and intraday level, track performance against expected patterns, and adjust intra-day forecasts accordingly Deploy sound quantitative analytical technique to clean data-sets, identify outliers and smooth distributions used in compilation of forecasts Build a strong understanding of Toast customer contact drivers and agent workflows, including agent-facing scheduling requests and processes Devise and document processes for intra-day actions, workforce team processes, and agent/manager-facing workflows Partner with Scheduling, Forecasting, and System Administration teams to ensure fluid lines of communication Effectively communicate with BPO partners to address performance and operational opportunities Do you have the right ingredients* ? (Requirements) Highly motivated, works effectively both independently and as part of a team Experience with Excel/Google Sheets Advanced critical thinking skills Data-driven communication skills, tailored to a varied audience Bread puns encouraged but not required Work timings: 3:00am - 12:00pm IST Work Mode: Hybrid (2-3 days in office) Location: Bangalore Our Spread of Total Rewards We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters changing needs. Learn more about our benefits at https: / / careers.toasttab.com / toast-benefits . *Bread puns encouraged but not required Diversity, Equity, and Inclusion is Baked into our Recipe for Success At Toast, our employees are our secret ingredient when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences. We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https: / / careers.toasttab.com / locations-toast . Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact . ------ For roles in the United States, It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.