1191 Workforce Management Jobs - Page 41

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

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

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: HRO. Experience3-5 Years.

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

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

Duration: 3 Months + Extension Work Type: Hybrid Job Type: Contract Job Description: Hands on experience on CSOD learning module for configurations, and integrations. Should have functional and technical knowledge of CSOD LMS. Collaborate with stakeholders to understand system needs and design effectivesolutions. Ability to work with client technical stakeholders to finalize integration strategy along with end-to-end validation. Provide technical expertise in configuring and integrating CSOD. Proficient in system analysis, design, and implementation. Excellent communication skills to collaborate with both technical and non-technical stakeholders. CSOD Core and LMS module certification is added advantage. Practical experience in configuring and integrating CSOD, not Support or Managerial profiles Location - Chandigarh,Dadra & Nagar Haveli,Daman,Diu,Goa,Haveli,Jammu,Lakshadweep,Nagar,New Delhi,Puducherry,Sikkim

Role based in BSv organisation. Leveraging deepening knowledge of Cash Applications, The Cash Applications 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 deepening domain expertise means they handle standard cash application transactions and customer account clearing activities in accordance with cash application procedure. - 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 Operating at entry level managerOperating as a Finance specialist supporting small and medium sized finance exercises.Will contribute to the transformation agenda and recognizes the importance of building a strategic mindset as well as being able to deliverAble to act on their own initiative with respect to the main perimeter of their roleKnows when to seek guidance/escalateAble to organize development for self and junior team member Skills (competencies)

To deliver the product knowledge and benefits to the stakeholders & promote continuous product usage, to accelerate the sales volume. To build and maintain the business relationship with every client Generate new product ideas, enhancements to existing product. Develop and maintain professional relationship with top management and middle management of trade and business associations To involve in Product planning and execution throughout the product lifecycle, including gathering and prioritizing product and stakeholders requirements Follow analytics, systems and data management capabilities, including metrics and reports. Hands-on experience and keen eye for detail with ability to present business and technical issues, ideas, and recommendations clearly in verbal, written and presentation formats To ensure revenue and customer satisfaction goals are met. Assimilate qualitative information (feedback from clients, research reports, market trends and statistics) and capitalize that information to better the product and customer service. To be voice of the user and must be passionate about adding value to user experience. Defining and iterating the product, solving problems as they pop up and closely managing scope to enhance the product value. Having worked in the Logistics workforce management field would be a plus. Maintain the project /implementation plan from start to end Give demonstrations and presentations to the liners of new modules Initiate new modules and expand the locations of existing modules of the liners

Full job description Job Responsibilities Human Resources (HR) - Recruitment Recruitment & Hiring: Manage end-to-end recruitment for both white-collar and blue-collar positions. Source candidates through multiple channels, including Indeed, Naukri, newspaper ads, and other recruitment platforms. Conduct interviews, assess candidate suitability, and manage onboarding processes. Employee Management: Handle payroll inputs, attendance tracking, and leave management. Key Requirements HR Expertise: Minimum of 2 years of experience in recruitment and workforce management - white and blue colour Tech Savvy: Strong proficiency in Excel and familiarity with recruitment portals (Indeed, Naukri, etc.). Communication Skills: Must be fluent in English and Tamil for effective coordination. Job Types: Full-time, Permanent Benefits: Cell phone reimbursement Health insurance Leave encashment Provident Fund Schedule: Day shift Application Question(s): What is your currently monthly salary? Experience: Microsoft Excel: 1 year (Required) Recruiting: 1 year (Required) Blue Collar recruitment: 1 year (Preferred) Language: Tamil (Required) Hindi (Preferred)

The Workforce Management (WFM) Manager is responsible for planning, forecasting, scheduling and real time resource management of product and technical support teams. . Develops and motivates employees through regular coaching and feedback that leads to improved results that support the overall operations of the business. The WFM managers key goal is to optimize staffing levels and staffing costs while ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are met. In addition to forecasting and scheduling, the WFM manager also monitors and analyzes key performance metrics such as adherence, absenteeism, shrinkage, utilization, and other staffing efficiency measures. They use this data to identify trends, develop insights, and make recommendations to improve the efficiency and effectiveness of the workforce management process. Overall, the WFM manager plays a critical role in ensuring that customer demand is met, operational costs are optimized, and service level agreements are achieved. They need to be highly analytical, detail-oriented, and have excellent communication and collaboration skills to succeed in this role. Key Responsibilities: Forecasting, and Scheduling, Real time management, reporting for all product and technical support teams, including BPO Support Teams Manage, lead and provide direction for the BPO WFM teams, ensure 24x7 workforce management Assess Capacity Plan, Forecast, Schedules and RTM performance and give inputs to increase the efficiency. Experience in managing teams, both in matrix and direct management Maintaining and driving SLAs forecast accuracy, timeliness, scheduling accuracy. Stakeholder Management - Strong interpersonal capabilities to manage internal stakeholders. Executive Dashboards - Designing and validating all executive dashboards for top management. Capacity Plan, Forecast, Schedules and RTAs performance. Familiar with transactional Quality metrics. Areas of Expertise : Capacity planning and forecasting Real-time resource management Performance metrics analysis and reporting People management and coaching SLA management and optimization Stakeholder management and collaboration Executive dashboard design and validation Quality metrics analysis Desired Technical skills : Predictive Analysis Excel , Zendesk Workforce Management software Capacity Management / Planning MS OFFICE, Google Suite Experience: 8+ years _ Skills : - WFM, Capacity Planning, Workforce Management Software, Forecasting, Real-time Management, SLA Management, KPI Optimization, Resource Management, Scheduling Performance Metrics BPO Support Teams People Management Stakeholder Management Executive Dashboards Predictive Analysis Zendesk MS Office Google Suite Quality Metrics Transactional Quality

So, what s the role all about Seeking a skilled and experienced Professional Services Engineer, youll be the go-to expert for implementing and optimizing our software solutions ensuring that the software meets the clients needs and integrates seamlessly with their existing systems. How will you make an impact Implementing various customized java-based solutions on top of NICE Workforce Management (WFM product on windows and/or Linux environment. Lead product consulting call with customer team - understand their requirement/use case and provide product expertise. Implementation and provide necessary support to customers and 3rd party integrators. Work directly with NICE internal customer teams to assist with any technical questions during the implementation. Create technical documents as per NICE standards and processes. Troubleshoot and resolve implementation defects and issues during project execution. Maintain regular communication and updates to customers and NICE management throughout the project. Implementation of software solutions on Windows and Linux environments Application software implementation, support, and troubleshooting Programing software design, implementation, testing and troubleshooting Servers. Have you got what it takes 4-6 years of systems engineering/technical implementation delivery experience. Engineering degree in a Computer/IT/Software or related Field. Excellent communication and problem-solving skills Proven ability to work in a dynamic team environment across geographically distributed. Proven ability to learn new products/solutions. Implementing and integrating large scale deployments of client-server solutions in the enterprise industry. Proven ability to delight customers. Ability to learn and adapt to new technologies independently and quickly. You will have an advantage if you also have: Presentation Skills RHEL Linux Windows Sever Familiarity with SOAP and REST API as well as hands on using tolls like SoapUI and Postman SQL Objects, basic query, and update knowledge Development experience is a significant advantage. Familiarity with contact center field especially Workforce Management (Preferred but not Mandatory) Linux Certified What s in it for you Enjoy NICE-FLEX! Requisition ID: 7325 Reporting into: Tech Manager Role Type: Individual Contributor About NICE

Key Responsibilities: 1. Delivery Management & Project Oversight Lead the successful delivery of complex projects, ensuring alignment with quality, timeline, and budgetary expectations. Implement and maintain best practices for project delivery, including risk management, resource allocation, and performance tracking. Coordinate with project teams and stakeholders to manage dependencies, resolve bottlenecks, and drive efficient solution delivery 2. Strategy Development & Practice Leadership Define and drive the strategic direction for multiple technology practices, identifying potential growth areas, use cases, and market opportunities. Develop practice roadmaps for research, development, and deployment of cutting-edge solutions aligned with overall business objectives. Monitor industry trends to identify emerging opportunities and challenges across diverse technology areas. Innovate with Agility: Foster an agile, innovative approach to adapting and evolving areas, staying responsive to shifts in technology and client demands. Establish Thought Leadership: Position the company as a leader in various technology domains through thought leadership initiatives such as white papers, webinars, and participation in industry conferences. 3. Team Leadership & Talent Development Build, mentor, and manage a high-performing, cross-functional team of technology professionals across various practices. Foster a culture of continuous learning, technical excellence, and collaborative problem-solving. Attract, recruit, and retain top talent to strengthen the companys capabilities in both established and emerging technology areas. 4. Solution Design & Implementation Collaborate with cross-functional teams to gather and understand business requirements, translating them into effective solutions. Oversee the design and deployment of diverse technology solutions, ensuring successful integration with client infrastructure and systems. Ensure alignment of technical delivery with business objectives, quality standards, and client expectations. 5. Client Engagement & Relationship Management Engage with clients to present solutions, understand their needs, and ensure delivery meets or exceeds expectations. Build and maintain strong client relationships, acting as a trusted advisor and point of escalation on delivery matters. Work with sales and business development teams to identify new business opportunities across various practices. 6. Technical Expertise & Thought Leadership Provide high-level technical guidance across multiple practices, including expertise in emerging technologies like GenAI. Share insights on best practices, emerging trends, and innovative approaches to technology delivery and solution development. Maintain up-to-date knowledge of technical frameworks, platforms, and tools relevant to the practice areas managed. Required Skills and Qualifications: Education: Bachelor's degree in Business Administration, Computer Science, or a related field; MBA or equivalent advanced degree is highly desirable. Experience: 14+ years of experience in IT services with a strong focus on HRTech solutions. Proven track record of successfully leading business units, achieving revenue targets, and delivering complex IT or HRTech projects. Expertise in scaling HRTech solutions leveraging technologies such as SaaS, AI/ML, cloud, and automation. Skills: Deep understanding of HR technology platforms, including ATS, payroll, LMS, workforce management, and analytics. Strong business acumen with excellent financial and operational management skills. Exceptional leadership, communication, and stakeholder management abilities. Adept at formulating strategies that align with client needs and industry trends.

PhonePe is seeking an experienced Lead for Employee Lifecycle Management to oversee and manage employee and contract workforce lifecycle. This role is essential in ensuring a smooth, compliant, and positive experience for our 10,000+ full-time employees and 20,000+ contract workforce. The Lead will manage onboarding, background verification (BGV), employee data management, HR compliance and audits, and contract workforce management. This individual will focus on operational efficiency, adherence to regulatory requirements, and manage a team of 8-10 people. Responsibilities: Employee Lifecycle Management: Execute and refine the daily operations of the onboarding and offboardingprocesses for both full-time and contract employees maintaining 80%+ positiveemployee experience scores across the processes. Maintain accurate documentation and records related to all lifecycle activities. Monitor and enhance HR ticketing processes, ensuring efficient employee queryresolution and minimizing manual interventions through automation. Establish and enforce Service Level Agreements (SLAs) for key HR operationsfunctions, balancing efficiency, accuracy, and employee experience. Manage HR Operations for overseas employees. Background Verification (BGV): Manage the daily execution of the BGV process, ensuring compliance withestablished procedures and adherence to 98% cases being closed withinprescribed TATs. Coordinate with BGV vendors to ensure timely and accurate verification results. Employee Data Management: Oversee the daily maintenance of employee and contract worker records in theHR systems. Ensure data accuracy and completeness, conducting regular audits as needed. HR Compliance and Audits: Ensure day-to-day compliance with all applicable labour laws, regulations, andcompany policies and coordinate regular compliance audits as required. Ensure the organization remains audit-ready, proactively addressing compliancerisks related to HR operations. Work closely with Legal, Finance, and Compliance teams to ensure alignmentwith statutory regulations. Develop and maintain compliance dashboards to provide real-time insights onadherence and potential risks. Contract Workforce Management: Oversee the on-boarding and off-boarding of contract workers, ensuringadherence to established processes. Coordinate with contract worker agencies to ensure smooth operations. Ensure adherence to the processes and applicable compliance by the vendorsand respective business units. Standardize the accrual and billing processes for the Tech Manpower contracts. Vendor Management (for HR) Ensure standardization of vendor processes (onboarding, invoicing, renewals,etc.) to all HR vendors. Streamline the accruals and payout. Define vendor SLAs, performance metrics, and governance frameworks,ensuring consistent service quality and cost-effectiveness. Define vendor SLAs, performance metrics, and governance frameworks,ensuring consistent service quality and cost-effectiveness. Team Leadership: Manage and supervise a team of 8-10 HR professionals. Assign tasks, monitor performance, and provide regular feedback. Ensure the team operates efficiently and effectively. Provide daily support and guidance to the team. Qualifications: MBA with 8-10 years of experience in HR operations, with significant experience inemployee lifecycle management, compliance, and contract workforce management. Proven experience managing HR operations in a fast-paced environment. Strong understanding of Indian labor laws and regulations. Excellent knowledge of HRIS systems and data management. Proven ability to execute HR policies and procedures. Strong leadership, communication, and interpersonal skills. Excellent organizational and problem-solving skills. Ability to maintain confidentiality and handle sensitive information Experience managing large contract workforces. PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles) Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech, The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States, It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world, What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity We take pride in our inclusive environment and positive impact on the community Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs Join our team today and experience firsthand our dedication to supporting People First, NA How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application Kindly ensure that you are always in communication with only authorized recruiters of TaskUs, DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life We welcome applicants of different backgrounds, demographics, and circumstances Inclusive and equitable practices are our responsibility as a business TaskUs is committed to providing equal access to opportunities If you need reasonable accommodations in any part of the hiring process, please let us know, We invite you to explore all TaskUs career opportunities and apply through the provided URL https:// taskus /careers/ ,

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech, The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States, It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world, What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity We take pride in our inclusive environment and positive impact on the community Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs Join our team today and experience firsthand our dedication to supporting People First, Overview Will mainly work on developing dashboards and reports for the Workforce Management They will work closely with internal and external stakeholders (Operations, Support groups, Client's Reporting Team, etc ) to make sure that correct and updated information on all dashboards and reports is available to the business at all times, Key Responsibilities Design performance efficient, impactful reports and visualizations for business and technical audiences Making large and/or complex data more accessible, understandable and usable Transforming, improving and integrating data, depending on the business requirements Responsible for data federation Create and maintain a reports' instruction manual Delivering the data in a useful and appealing way to users Skills And Qualifications At least 6 months experience in Workforce Management as Reporting Analyst or similar capacity Ability to work with large amounts of information and see the 'bigger picture' Excellent analytical and problem solving skills Strong attention to detail Critical thinking Communication skills, both written and verbal Excellent math skills (optional but preferred) Ability to contribute proactively both independently and as part of a team (Preferred) experience in Power BI , Amazon Connect, Kibana, Teleopti (Preferred) exposure to ETL, databases / data warehouse that relates to developing reports using Power BI Education (Preferred) Bachelor's Degree in Computer Science, Mathematics, Statistics, Programming background is a plus, Information Technology, Master's Degree in Statistics How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application Kindly ensure that you are always in communication with only authorized recruiters of TaskUs, DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life We welcome applicants of different backgrounds, demographics, and circumstances Inclusive and equitable practices are our responsibility as a business TaskUs is committed to providing equal access to opportunities If you need reasonable accommodations in any part of the hiring process, please let us know, We invite you to explore all TaskUs career opportunities and apply through the provided URL https:// taskus /careers/ ,

Apply Now Job Title WFM Manager Job Description Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations, Role And Key Responsibilities The Manager Workforce Management is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis in a multi-site/skill environment This position is responsible for the execution of workforce strategy, Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes Lead reviews of Call Center efficiency and customer service performance to ensure client needs and Companys financial performance are met Partners with support functions (IT) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team Leads the development of forecasts, resource plans, and schedules for new programs Key Skills And Knowledge Associate's degree in related field with more than seven years of relevant experience (with at least two years of Progressive Mgmt Experience) preferred Experience with forecasting, capacity planning and scheduling software tools Excellent communication skills, both written and verbal Ability to effectively present information to internal and external associates Advanced Microsoft Office skills Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment Demonstrated ability to mentor, coach and provide direction to team members Demonstrated ability to take initiative and ownership with focus on continuous improvement Excellent attention to detail Demonstrated ability to foster customer service disposition and sense of professionalism for self and team Education:- Graduate in any discipline is essential Disclaimer:- 'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ?recruitment, ?processingor any other kind of fees in exchange for offer letters from Concentrix Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities, Location: IND Gurgaon Bld 14 IT SEZ (GST) Language Requirements Time Type: Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents Apply Now

Apply Now Job Title Analyst, Planning & Scheduling Job Description Concentrix, a wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the worlds best brands Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience in over 70 languages and help companies better connect with their customers We create better business outcomes and help differentiate our clients through technology, design, data, process, and people Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; energy and public sector; media and communications; retail and e-commerce; travel and transportation We are Different by Design Visit concentrix to learn more, Role And KEY RESPONSIBILITIES Schedulers will utilize the Workforce Management scheduling tool(eWFM) to administer the processing of individual clusters engineer teams weekly work schedules and to schedule training, and other special events for the engineer teams, Develop, manage, and maintain comprehensive schedules Single Point of Contact for the Business Unit, Structure set up to core scheduling activities, Forecast Upload and generate the Intraday Patterns ( IDP) Schedule Generation and Optimization, Review IDP (Requirement vs Schedule) with sites/Partners, Recommending required headcount with sites/Partners by running different scheduling scenarios, Generate IDP and calibrate it in IDP template based on shrinkage applied as per trending IR % Coordinate with stakeholders to gather requirements, priorities, and timelines for scheduling activities, Ensure resource allocation aligns with project goals and organizational capacity, Lead and motivate team members to achieve scheduling objectives efficiently, Establish quality control measures to ensure accuracy and consistency in scheduling outcomes, Drive continuous improvement initiatives to enhance scheduling processes and team performance, Implement and oversee automation solutions for shift creation, time-off approvals, and schedule adjustments Identify inefficiencies in manual scheduling processes and implement automation to improve accuracy and efficiency, Leverage machine learning and data analytics to enhance workforce scheduling models, Stay updated with emerging technologies in WFM, automation, and AI-powered workforce optimization, Explore RPA (Robotic Process Automation) opportunities to minimize manual interventions in scheduling, Benchmark against industry leaders to adopt best practices in scheduling innovation, Monitoring mailbox and managing the workload Will be actively involved in updating the realtime exceptions and schedule changes through email request, Key Skills & Knowledge Good knowledge of MS Office tools, SQL, PowerBi Excellent communication and interpersonal skills, Proficiency with computers Willingness to work in a 24*7 shift environment Drive for self-learning and knowledge enhancement Exposure to the leave management system Contact Centre Workforce Management experience Extensive experience with WFM software, Experience in IEX and Alvaria WFM tool is required, preferably Alvaria, Team handling experience shall be an added advantage, Ability to simplify complex operations into repeatable processes Comfortable in fast-paced environment Ability to make decisions in time sensitive ambiguous situations Ability to multitask and manage multiple projects simultaneously, Strong problem-solving skills and adaptability to changing priorities, Qualifications : Graduation Disclaimer:- 'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ?recruitment, ?processingor any other kind of fees in exchange for offer letters from Concentrix Offer letters and Location: IND Bangalore Ecospace Bus Park Language Requirements Time Type: Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents Apply Now

Company Overview Iron Systems is an innovative, customer-focused provider of custom-built computing infrastructure platforms such as network servers, storage, OEM/ODM appliances, and embedded systems For more than 15 years, customers have trusted us for our innovative problem-solving combined with holistic design, engineering, manufacturing, logistics, and global support services, Report To: Director, GHRI Job Summary We are seeking a proactive and detail-oriented Team Leader to manage and oversee the day-to-day operations of the GHRI-FTEHelpdesk for the USCA (United States and Canada) region This role is pivotal in ensuring service engineer availability, optimizing workforce allocation, handling escalations, and delivering exceptional operational support, Key Responsibilities Team Leadership & Supervision: Lead, mentor, and support a team of helpdesk coordinators and analysts, Monitor performance metrics and ensure SLAs are met for service engineer dispatch and issue resolution, Conduct regular team meetings, performance reviews, and coaching sessions, Operational Management: Oversee daily operations related to workforce scheduling, engineer assignment, and real-time support, Coordinate with regional field teams to ensure engineers are available for scheduled jobs, Proactively address potential scheduling conflicts or resource shortages, Escalation Handling: Act as the first point of escalation for job delays, no-shows, or customer-impacting incidents, Analyse root causes and implement corrective actions to minimize repeat issues, Workforce Optimization: Collaborate with workforce planning teams to balance workload distribution and optimize coverage, Monitor service levels, engineer utilization, and schedule adherence KPIs, Process Improvement: Identify gaps in scheduling, communication, or escalation processes, Recommend and implement improvements to increase efficiency and service quality, Reporting & Analytics: Generate and present reports on team performance, escalation trends, and workforce KPIs, Use data insights to guide decision-making and support business objectives, Key Skills Strong leadership and team management abilities, Excellent communication and interpersonal skills, Analytical and data-driven approach to problem-solving, Proficient in workforce management tools, CRM systems, and Microsoft Excel, Ability to work in a high-pressure, fast-paced environment with shifting priorities, Familiarity with service scheduling, SLAs, and technician dispatch logistics, Nice To Have Experience with Salesforce, ServiceNow, or similar CRM/workforce platforms, Prior experience in the tech or field services industry,

Join Fusion CX as a Deputy Manager in Workforce Management (WFM) in Kolkata and take a pivotal role in optimizing staffing levels and service delivery to meet our business objectives. As a key member of our team, you will collaborate with stakeholders, analyze data, and implement strategies to ensure efficient resource allocation and revenue generation. If you have a passion for workforce management and at least two years of experience as an Assistant Manager in WFM, we invite you to apply and be part of our dynamic organization. Job Description A Deputy Manager in Workforce Management (WFM) in Kolkata must perform the following functions to optimize resource allocation and service delivery levels in daily operations: Collaborate with stakeholders to understand business needs and forecast workload demands. Develop and maintain accurate capacity models to optimize staffing levels and meet service level objectives. Monitor real-time adherence to schedules and implement adjustments as necessary. Analyze historical data to make informed recommendations for future capacity planning. Oversee the accruals process to ensure accurate and timely recording of resource utilization. Generate invoices based on agreed-upon trends and services provided. Implement revenue generation strategies through effective resource allocation and utilization. Manage revenue forecasting accuracy and review key performance indicators (KPIs). Calculate service credits for deviations from agreed-upon service levels and ensure proper documentation. Develop and implement standardized WFM processes, ensuring compliance with industry best practices and organization policies as a WFM Deputy Manager. Conducting regular audits to assess the effectiveness and efficiency of WFM processes. Identify areas for improvement and work with cross-functional teams to implement enhancements. Stay informed about industry trends and emerging technologies to continuously optimize WFM processes. Functional knowledge of various workforce management financial tools. Overall Understanding of workforce management, along with operational management. Understand and know the purpose of the role and how it links to the other roles. Understands and has knowledge of key contact center metrics such as Shrinkage, AHT, Occupancy, Schedule, Adherence, etc. Analyze situations, identify the gaps quickly, and take necessary steps to avoid impact. Job Requirements A Deputy Manager joining our WFM team in Kolkata must possess the following educational qualifications, relevant experience, and knowledge to successfully mobilize and utilize resources: Bachelor s degree or equivalent Minimum of two years of experience as an Assistant Manager in Workforce Management. Overall understanding of workforce management and operational management. Familiarity with key contact center metrics such as Shrinkage, AHT, Occupancy, Schedule Adherence, etc. Analytical mindset with the ability to identify gaps and take necessary steps to avoid impact.

The purpose of RTA Specialist role is to monitor and optimize real-time operations in a business environment and also ensuring smooth and efficient operations by analyzing real time data and making decisions based on the findings. Job title: Specialist Global WFM Job Description: Education: Any Bachelor's Degree. Experience: Minimum 3 years of relevant experience as a RTA is Must. Roles & Responsibilities: Manages daily operation by assessing operational drivers (Staffing, Volume, AHT) and outcomes (SLA, ASA and ABAN%) and adjusts intraday schedule to meet service goals. Monitors intraday, makes decisions, provides sound judgement, and consults with operation team for recommendations to improve real time performance includes calling for OT/Time off. Role is offsite RTA monitoring. Produce Real time reports - Hourly/ Daily/ Weekly, Exception management. Preparing Dashboards in the CRM tools and should be well versed with skilling/Bulk skilling. Produce daily, biweekly, and monthly reports to ensure adherence to planned activities. Manage all offline activities, idle time / Report outage, Incident tracking, escalations & produce daily, biweekly, and monthly reports to ensure adherence to planned activities. Assist with creating if metrics and targets to meet the SLA goals and highlight performance gaps on planned activities and goals. Performs analysis of data to surface trends and insights using analytical methods. Drives changes on the need of the business, acts as a resource and POC during contingency events including weather events, system outages, etc. Initiates, develops and implements improvements to workflows and processes and participate on special projects. Assist with projects and other duties as requested or assigned. Mandatory Skills : Must be highly self-motivated multi-task-oriented team member with ability to self-manage tasks to completion within structured timeliness and strong technical documentation skills. Must be a team player within the ability to communicate & interact with external & internal stakeholders. Problem solving, analytical & logical skills is critical and must have excellent English communication skills. Preferred Skills : Knowledge in WFM systems applicable for the account. Eg. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint is an advantage. Knowledge in CRM tools like Avaya, In-contact and should be well versed with individual/Bulk skilling. Excellent communication skills with ability to interact with external & internal stakeholders. Experienced in MS Office tools, especially Excel and PowerPoint, Knowledge in Macros is an added advantage.

Are you a team leader seeking WFM jobs in KolkataFusion CX is seeking a dedicated individual to fill the global Workforce Management (WFM) Team Leader position in Kolkata. This role is crucial for optimizing workforce efficiency and driving operational excellence through meticulous data analysis, schedule preparation, and capacity planning. If you possess at least one year of experience in a leadership role in workforce management and have a passion for analytics and detail-oriented work, we encourage you to apply for this vacancy in Kolkata Fusion CX and become an integral part of our dynamic team. Job Description Key responsibilities of the global Workforce Management (WFM) Team Leader: Analyze data and information to develop schedules, plans, and forecasts for workforce management. Create capacity plans aligned with business goals to drive manufacturing efficiency and cost-effectiveness. Continuously evaluate systems and methods to improve planning processes and anticipate customer needs. Assess existing capacity and forecast future demand based on business projections and market trends. Conduct calculations to estimate job requirements, including labor, tools, materials, and resources. Regularly monitor and review plans, making adjustments as needed to adapt to changes and unforeseen events. Evaluate results, reconcile variances from original plans, and maintain accuracy in forecasting projections. Identify opportunities for process improvements and efficiency gains in capacity planning and manufacturing processes. Job Requirements Educational qualifications, experience, and qualities necessary to excel in the role of global Workforce Management (WFM) Team Leader: Education and Experience: Minimum Graduate, Undergraduate, or equivalent qualification. At least one year of experience in a leadership role as a Team Lead in WFM RTA. Qualities and Values Leadership Skills: Ability to lead and motivate teams effectively. Analytical Thinking: Proficiency in data analysis and decision-making. Communication Skills: Clear and concise communication abilities. Problem-Solving Abilities: Strong problem-solving skills for complex issues. Adaptability: Flexibility to thrive in a dynamic work environment.

Are you seeking WFM Team Leader jobs in KolkataIs healthcare your area of interestDo you want to build your career with a global CX companyIf your answer is yes to all these questions, join our team at Fusion CX. Accompany us as we embark on a journey to enhance workforce efficiency and operational excellence in the healthcare CX sector. We are currently seeking a proficient Workforce Management (WFM) Team Leader for the healthcare domain who thrives on meticulous data analysis, schedule preparation, and capacity planning. If you possess a passion for analytics, a sharp eye for detail, and at least 1 year of leadership experience in workforce management, we invite you to apply and be a part of our dynamic team dedicated to making a positive impact in healthcare CX and people s lives. Job Description Key responsibilities of the WFM Team Leader in Kolkata include: Analyze data and information to develop schedules, plans, and forecasts for workforce management. Create capacity plans aligned with business goals to drive manufacturing efficiency and cost-effectiveness. Continuously evaluate systems and methods to improve planning processes and anticipate customer needs. Assess existing capacity and forecast future demand based on business projections and market trends. Conduct calculations to estimate job requirements, including labor, tools, materials, and resources. Regularly monitor and review plans, making adjustments as needed to adapt to changes and unforeseen events. Evaluate results, reconcile variances from original plans, and maintain accuracy in forecasting projections. Identify opportunities for process improvements and efficiency gains in capacity planning and manufacturing processes. Job Requirements Candidates applying for the WFM team leader vacancy must possess the following skills, qualifications, and qualities to succeed in this role: Education and Experience: Minimum Graduate, Undergraduate, or equivalent qualification. At least one year of experience in a leadership role as a Team Lead in WFM RTA. Qualities and Values Leadership Skills: Ability to lead and motivate teams effectively. Analytical Thinking: Proficiency in data analysis and decision-making. Communication Skills: Clear and concise communication abilities. Problem-Solving Abilities: Strong problem-solving skills for complex issues. Adaptability: Flexibility to thrive in a dynamic work environment.

Are you often praised for your keen eye for detail and are currently searching for quality analyst jobs in DurgapurDo you want to join a QA job in Durgapur that can offer experience working for global brands and teamsIf you say yes, you must not miss this opportunity. Fusion CX is currently seeking dedicated quality analysts to join our dynamic team in Durgapur to audit global processes. At Fusion CX, we are enhancing customer experiences through innovative solutions and exceptional service with a group of professionals worldwide committed to CX innovation, transformation, and excellence, and in this QA role, you will be a crucial part of this mission. This position is critical in ensuring the efficient operation of our call centers, driving process improvements, and producing insightful reports that support our operational goals. So, if you are a detail-oriented individual with a strong background in quality assurance and management and a passion for problem-solving, we want to hear from you! Main Responsibilities of the quality analyst auditing global processes in Durgapur: Manage the call volume, daily attendance, and program break schedules. Work closely with the operations team to analyze and help improve their delivery processes. Generate ideas for process and service improvement planning. Produce daily, biweekly, and monthly internal/External reports. Assist with projects and other duties as requested or assigned . Job Requirements Skills and Qualifications: Here are the qualifications and qualities you need to thrive in the quality analyst role in Durgapur for global processes: Demonstrating sound work ethic. Must have advanced-level Microsoft Excel skills, including knowledge of advanced formulas. Also, candidates for the QA position must be proficient in MS Word and using email communication. Experience working with IEX, CMS, and Avaya. Ability to create reports in Excel and forecast results.Attention to detail and high level of accuracy. Ability to multi-task, focus for extended periods of time, and finish reports on time. Previous call center experience is required for the quality analyst role in global processes. Previous Work Force Management experience will be considered as an asset. Personal Attributes: Ability to take initiative. Flexible team player with a positive attitude. Must have strong time management skills with the ability to work with minimal supervision and under tight timelines. Capable of managing multiple projects simultaneously. Must be friendly and highly professional and have a positive attitude. Organized with the ability to adapt quickly and effectively to change. Excellent attendance records. Able to communicate professionally with high proficiency in both oral and written communication Must possess problem-solving skills. Additional Information: This position may involve transitioning to replace onsite resources. Why Join Fusion CX At Fusion CX, we value our employees and foster a culture of growth and innovation. By joining our team, you will be part of an organization prioritizing professional development and collaboration. We offer diverse roles, and if you are seeking QA jobs in Durgapur, Fusion CX is the place to be. We offer competitive salaries, comprehensive benefits, and a supportive environment encouraging creativity and initiative. If you are ready to take your career to the next level and contribute to a company that makes a difference, apply today and help us shape the future of customer experience!

Are you a QA professional currently exploring quality analyst jobs in SiliguriAre you detail-oriented and aspire to grow your career with a global companyIf your answer is yes, then this is an opportunity for you! Fusion CX is actively seeking dedicated quality analysts to join our dynamic team in Siliguri, where you will audit global processes for our renowned clients. At Fusion, CX is on a mission to enhance customer experiences with innovative solutions and exceptional services. Our worldwide network of professionals committed to customer experience (CX) innovation, transformation, and excellence supports this effort. In this critical QA role, you will be an essential part of our mission to elevate service quality and customer experience. Sounds exciting! Apply now and be part of a memorable career journey with us. As a Quality Analyst in Siliguri, you will play a vital role in ensuring the efficient operation of our call centers, driving process improvements, and producing insightful reports that support our operational goals. Main Responsibilities: Manage call volume, daily attendance, and program break schedules to optimize performance. Collaborate closely with the operations team to analyze and enhance delivery processes. Generate innovative ideas for process and service improvement planning. Produce daily, biweekly, and monthly internal and external reports. Assist with various projects and other duties as assigned. Job Requirements: Skills and Qualifications: The Fusion CX Siliguri Quality Analyst role focused on auditing global processes needs the following qualifications and qualities: Strong work ethic and commitment to excellence. Advanced Microsoft Excel skills, including knowledge of complex formulas; proficiency in MS Word and email communication. Experience with IEX, CMS, and Avaya systems. Ability to create detailed reports in Excel and forecast outcomes accurately. Exceptional attention to detail and a high level of accuracy. Proven ability to multi-task and maintain focus for extended periods to meet deadlines. Previous call center experience is required for the Siliguri quality analyst role. Previous experience in Workforce Management is considered an asset. Personal Attributes: Proactive with a strong initiative. Flexible team player with a positive attitude. Excellent time management skills, capable of working independently under tight timelines. Ability to manage multiple projects simultaneously. Friendly, professional demeanor with a strong commitment to quality. Highly organized with the ability to adapt quickly to change. Consistent attendance record. Excellent communication skills, both oral and written. Strong problem-solving abilities. Additional Information: This position will require night shifts and will be based in the office This quality analyst position may involve transitioning to replace onsite resources Why Join Fusion CX At Fusion CX, we truly value our employees and cultivate a culture of growth and innovation. By joining our team, you will be part of an organization that prioritizes professional development and collaboration. If you re searching for QA jobs in Siliguri, Fusion CX is the ideal place for you. We offer competitive salaries, comprehensive benefits, and a supportive and inclusive environment that encourages creativity and initiative. Join us as a quality analyst in Siliguri to audit the processes of leading global clients. If you are ready to take your career to the next level and contribute to a company that makes a meaningful difference, apply today and help us shape the future of customer experience!