1332 Workforce Management Jobs - Page 5

About The Role Skill required: Capacity Planning & Forecasting - Customer Acquisition Strategy & Implementation Designation: Workforce Services Specialist Qualifications: Any Graduation Years of Experience: 7 to 11 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Responsible for driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with Client and stakeholders with the intent of achieving contractual objectives and corporate goals. Design and implement strategies to assist our clients in their strategies to grow and acquire customers. What are we looking for Lead a highly engaged team that drives data and insight lead resourcing with a fit to future workforce strategy The Workforce Associate Manager is responsible for driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals. Build and maintain effective client relationships in Planning. Understand their mission, vision and goals, changes, and improvements, and help them achieve these goals. Build and maintain effective relationships with Stakeholders for the sites/products that you are responsible for, ensuring constant communication and collaboration. Identify gaps in supply versus demand and manage actions to mitigate ensuring communication with other planning teams and operational stakeholders. Share Client objectives with planning teams to identify support opportunities and resolve conflicts. Ensure team outputs are compelling, accurate, relevant, and consistent. Enhance performance by improving processes and maximizing resources. Continuously expand industry, commercial, and business knowledge both internally and externally.5-7+ years of experience in end-to-end Workforce management Strong sense of personal stake and urgency in day-to-day management. Ability to forge positive, objective relationships with Client, Operations and Support teams. Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities. Appetite for challenges; driving projects, improvement opportunities, maturity models Proficiency in basic arithmetic and statistical concepts and strong logical ability desired with strong mathematical calibration skill. Must demonstrate perceptive, thorough and decisive approach to problem solving. Should possess excellent communication and negotiation skills in coordinating with different functional heads / teams. This would include the Client planning team, Operations team, Commercial teams and other functions for all transactional and strategic requirements. Roles and Responsibilities: In this role you are required to do analysis and solving of moderately complex problems May create new solutions, leveraging and, where needed, adapting existing methods and procedures The person would require understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor May interact with peers and/or management levels at a client and/or within Accenture Guidance would be provided when determining methods and procedures on new assignments Decisions made by you will often impact the team in which they reside Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts Participates in the action and strategic planning process that establishes annual objectives and goals for an organization Work closely with the planning coordinators from client side Responsible for delivery on all contracts / SLAs Manages internal and external audit with processes and controls. Responsible for the development of resources under his/her span Work with Client planning coordinator with input on possible resolutions. Provide solutions to escalated issues and updates. This position would be responsible for the performance management of all employees reporting directly / indirectly under him / her. Develop programs/modules/projects or other initiatives for planning Teams development and efficiency Serve as a resource for training and reporting of planning efficiencies, account/team/individuals statistical analysis and process improvement. Participate in client presentations, client calls, and quarterly business reviews to represent the planning department. Review process maps, scorecard and performance management plans to drive a structured approach to managing the team Qualification Any Graduation

About The Role Skill required: Capacity Planning & Forecasting - Customer Acquisition Strategy & Implementation Designation: Workforce Services Specialist Qualifications: Any Graduation Years of Experience: 7 to 11 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Responsible for developing and managing accurate long-term forecasting models. These forecasts inform staffing, budgeting, and operational decisions across multiple business units and channelsDesign and implement strategies to assist our clients in their strategies to grow and acquire customers. What are we looking for Analyze historical data, run rate efficiency assumptions and future trends and operational data to deliver accurate forecasts. Run sensitivity-based analyses to identify risks. Develop, maintain, and continuously improve forecasting models (volume, workload, and shrinkage) using historical data, trends, and predictive analytics. Ensure all product outlooks are understood and reflect expectation based on detailed knowledge of the product area, ensure that this is clearly articulated both verbally and in writing to all Stakeholders Forecast long term visit demand and job times for field mobility workforce, using historical propensities and commercial drivers. Forecast long term contact demand and call handling time (AHT) for service contact center, using historical propensities and commercial drivers Analyze daily, weekly, and monthly patterns to support dynamic staffing recommendations and capacity planning. Collaborate with business stakeholders (Operations, Finance, HR, etc.) to align forecasts with business objectives and known drivers (marketing campaigns, product launches, seasonality). Create scenario planning models to simulate and present impacts of potential business changes or disruptions. Python (Programming Language) NICE IEX, Genesys5+ years of experience in workforce management forecasting, preferably in a contact center or service operations environment. Advanced proficiency in Excel and data analytics tools (e.g., R, Python). Experience with WFM software (e.g., NICE IEX, Genesys) Strong analytical skills, attention to detail, and a passion for using data to drive operational outcomes Real sense of ownership and accountability to deliver against plan. Exceptional analytical and problem-solving skills, with attention to detail and accuracy. Ability to forge positive, objective relationships with Client, Operations and Support teams. Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities. Proficiency in basic arithmetic and statistical concepts and strong logical ability desired with strong mathematical calibration skill. Must demonstrate perceptive, thorough and decisive approach to problem solving. Roles and Responsibilities: In this role you are required to do analysis and solving of moderately complex problems May create new solutions, leveraging and, where needed, adapting existing methods and procedures The person would require understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor May interact with peers and/or management levels at a client and/or within Accenture Guidance would be provided when determining methods and procedures on new assignments Decisions made by you will often impact the team in which they reside Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts Communicate forecasts and insights to stakeholders through clear visualizations, reports, and presentations. Monitor actual performance against forecasts, perform variance analyses, and refine forecasting methods accordingly. Lead or contribute to workforce planning projects, tools, or initiatives aimed at improving forecast accuracy and operational efficiency. Mentor junior analysts and forecasters, sharing best practices and helping to develop team capability. Work closely with the Capacity planning team and communicate the changes in demand proactively to be baked in the capacity planning team. Create process maps, standard working instructions for the areas they are responsible for. Qualification Any Graduation

Responsible for the equipments operation and maintenance (Fault Identification & Isolation, configuration, alarm and performance) or network components to drive network efficiency and availability. Ensure efficient and effective technical support to maintain optical transport network. Engineer would be maintaining the optical transport Network of Tata Communications Working in day shift supporting 24*7 L1 desk. Responsible for controlling network faults, following up for Root Cause Analysis of Faults, Co-ordinating for Permanent Corrective Actions with various stake holders and implementation Hands on experience in handling Service level troubleshooting on SDH, Ethernet,DWDM OTN-ASON network. Maintain quality standards to achieve optimal levels of operation and KPI targets. Tracks and monitor network health KPIs to ensure optimal network performance. As a member of Service Assurance resolution of faults and proactively mitigating network issues would be the prime focus. Responsible for maintaining smooth operations of optical transport network. He/She would also be responsible for identifying various faults in Optical transport network which consists of multiple OEM vendor product installed in PAN INDIA network. He/She should interlock and work towards early resolution. Engineer would be working with the multiple OEM Tier3 support teams for transmission technologies and is expected to identify root causes. Operational role which is responsible for delivering results that have direct impact on the achievement of results within Service Assurance. People Management and Good Skills of Verbal and written communications

About The Role Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years Language - Ability: English(International) - Expert About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for Microsoft ExcelMicrosoft PowerPointAdaptable and flexibleAgility for quick learningWritten and verbal communicationCollaboration and interpersonal skillsAbility to work well in a team Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

About The Role Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets. Responsible to create and manage agent schedules based on the interval staffing requirement provided by the Capacity planning team. An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for Develop and maintain staffing schedules across lines of business and channels and ensures maximum effectiveness of schedule created basis capacity requirements Responsible to open all future exception like VL, LOA, Full day Training as allocated by the Capacity Planning team Responsible to optimize schedule thru offering off the phone exceptions, break optimization or provide OT requirements after receiving all future exceptions Responsible to produce over and under staffing view Report Responsible to publish agent schedules to operations Responsible to process shift bids Provides scheduling report that will show scheduling effectiveness information, OT requirement report, DOW schedule pattern, etc. Plan, monitor and optimize off-phone time in conjunction with operations considering training, team meetings and other off-phone activities with service levels. Identify ways to improve resource wastage wherever possible. Analyze contact volume data, forecasting staffing needs, and creating schedules that balance workload and employee preferences Track employee-based data e.g. absence, holiday balancing colleague fairness and entitlements with coverage requirements Optimize schedule allocations to1-2 years of experience in scheduling preferably in a contact center or service/sales/retail operations environment. Strong communication skills Above average reporting skills Excellent analytical skills Must possess effective organizational skills and time management skills Should have working knowledge in relevant WF tools such as IEX Strong proficiency in Excel (e.g., pivot tables, charts, formulas). Basic understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact on capacity models. Real sense of ownership and accountability to deliver against plan. Good analytical and problem-solving skills, with attention to detail and accuracy.Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities. Must demonstrate perceptive, thorough and decisive approach to problem solving.Proactive in highlighting opportunities to improve performance in all areas of Operations reduce costs, improve service levels optimize customer satisfaction. Proactive development of shift review proposals in line with business needs, supported by documented business case/proposal documents. Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Ensure scheduling accuracy for sites and agents and ensuring that Scheduling KPIs and O/U are optimized Qualification Any Graduation

About The Role Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years Language - Ability: English(International) - Expert About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for Microsoft ExcelMicrosoft PowerPointAdaptable and flexibleAgility for quick learningAbility to work well in a teamWritten and verbal communicationCollaboration and interpersonal skills Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

About The Role Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years Language - Ability: English(International) - Expert About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for Workforce AnalyticsWorkforce Experience AnalyticsAbility to work well in a teamAdaptable and flexibleWritten and verbal communicationAbility to meet deadlinesCollaboration and interpersonal skillsMicrosoft ExcelMicrosoft PowerPoint Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

About The Role Skill required: Supply Chain - Automotive Supply Chain Designation: Business Advisory Associate Qualifications: BE/Diploma in Automobile Years of Experience: 1 to 3 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do To maintain quality and service standards of the Warranty Claims processing team in support of the contracted Service Level AgreementInvestigate and Verify warranty claims based on available external support resources (Parts catalog, Dealer Assist & Standard labor time) & take appropriate decisionImplement practices to improve operational efficienciesAnalyze, improve and optimize automotive supply chains to make them more effective, efficient and resilient through digitization. What are we looking for BE Automobile Graduate/Diploma with or without Automotive experienceBE Mechanical Graduate/Diploma with Automotive experienceExperience in WarrantyExperience with Auto componentsInterpersonal skills to deal with dealers, warranty engineers, etcData processing accuracy, detail oriented, and ability to evaluate/research a warranty claimExpert level capability in use of desktop software (MS Office Suite, with focus on Excel)Organized, timely, pro-active and highly productiveStrong written communication in EnglishAttention to detail and ability to multi-taskExperience in Warranty /Auto Dealership Roles and Responsibilities: Mechanical knowledge of machinery/auto-componentInvestigate and Verify warranty claims based on available external support resources (Parts catalog, Dealer Assist & Standard labor time) & take appropriate decision Qualification BE,Diploma in Automobile

About The Role Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets. Responsible to create and manage agent schedules based on the interval staffing requirement provided by the Capacity planning team. An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for Develop and maintain staffing schedules across lines of business and channels and ensures maximum effectiveness of schedule created basis capacity requirements Responsible to open all future exception like VL, LOA, Full day Training as allocated by the Capacity Planning team Responsible to optimize schedule thru offering off the phone exceptions, break optimization or provide OT requirements after receiving all future exceptions Responsible to produce over and under staffing view Report Responsible to publish agent schedules to operations Responsible to process shift bids Provides scheduling report that will show scheduling effectiveness information, OT requirement report, DOW schedule pattern, etc. Plan, monitor and optimize off-phone time in conjunction with operations considering training, team meetings and other off-phone activities with service levels. Identify ways to improve resource wastage wherever possible. Analyze contact volume data, forecasting staffing needs, and creating schedules that balance workload and employee preferences Track employee-based data e.g. absence, holiday balancing colleague fairness and entitlements with coverage requirements 1-2 years of experience in scheduling preferably in a contact center or service/sales/retail operations environment. Strong communication skills Above average reporting skills Excellent analytical skills Must possess effective organizational skills and time management skills Should have working knowledge in relevant WF tools such as IEX Strong proficiency in Excel (e.g., pivot tables, charts, formulas). Basic understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact on capacity models. Real sense of ownership and accountability to deliver against plan. Good analytical and problem-solving skills, with attention to detail and accuracy. Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities. Must demonstrate perceptive, thorough and decisive approach to problem solving. Proactive in highlighting opportunities to improve performance in all areas of Operations reduce costs, improve service levels optimize customer satisfaction. Proactive development of shift review proposals in line with business needs, supported by documented business case/proposal documents. Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Optimize schedule allocations to meet interval level forecasts Ensure timely handling of exception requests and changes Monitor data on timeliness of frontline colleagues and adherence to schedules to optimize future schedules Administer shift bids across multiple sites and clients/lines of business through WFM tool Ensure scheduling accuracy for sites and agents and ensuring that Scheduling KPIs and O/U are optimized Qualification Any Graduation

Department: Plant Reports To: MD Job Summary We are seeking a dedicated and experienced professional to join our dynamic team as a Plant Head in the automobile industry. The Plant Head will play a pivotal role in the leadership and management of our manufacturing facility. This position requires a comprehensive understanding of production processes, quality control, and supply chain management, ensuring the efficient execution of operations to meet stringent industry standards. The successful candidate will be responsible for overseeing all aspects of plant operations, including planning, production, maintenance, and workforce management, while adhering to safety regulations and compliance that govern the automotive sector. A key focus will be on optimizing productivity, reducing waste, and driving innovation within the plant to enhance overall performance and competitive edge in the market. The Plant Head will collaborate closely with cross-functional teams, including engineering, quality assurance, and human resources, to cultivate a cohesive and motivated workforce. This role demands exceptional leadership skills, a strategic mindset, and a commitment to fostering a culture of continuous improvement and operational excellence. The ideal candidate will possess a strong track record in plant management, demonstrating a blend of technical expertise and administrative acumen to steer the organization toward success. Key Responsibilities: Oversee daily operations to ensure efficiency and effectiveness in manufacturing processes. Develop and implement operational strategies to drive production efficiency and quality. Ensure compliance with health, safety, and environmental regulations in all plant activities. Lead and mentor plant management teams to foster professional growth and accountability. Monitor production metrics and implement measures for continuous improvement and waste reduction. Collaborate with quality assurance teams to maintain high standards of product quality. Manage budgeting, forecasting, and financial reporting to ensure cost-effective operations. . Qualifications & Requirements: Education: . Bachelor's degree in Engineering, Business Administration, or related field; Master's degree preferred. Experience: 15-20 years, preferably in the automobile industry. Soft Skills: Leadership, problem-solving, teamwork, and communication skills. Technical skills: IATF knowledge/Surface Treatment Knowledge. Salary & Benefits: Competitive salary based on experience. Performance-based incentives. Health insurance and other benefits as per company policy.

Email your resume to Swathi@wissenpro.com or call/WhatsApp us at 800-858-2617. Open Positions: Analyst Planning & Scheduling Sr. Supervisor WFM / RTM / RTA Analyst - Forecasting Sr. Planning Analyst Intraday Supervisor - RTM RTA - Real Time Analyst Supervisor - Planning & Scheduling Requirements: Hands-on with tools: IEX, Alvaria, Aspect, NICE, Avaya, Teleopti, Verint, CMS Expertise in Planning, Forecasting, RTA, Scheduling Excellent communication, Excel, & presentation skills Comfortable with US Shifts Reach out now to apply or refer!

Email your resume to Swathi@wissenpro.com or call/WhatsApp us at 800-858-2617. Open Positions: Analyst Planning & Scheduling Sr. Supervisor WFM / RTM / RTA Analyst - Forecasting Sr. Planning Analyst Intraday Supervisor - RTM RTA - Real Time Analyst Supervisor - Planning & Scheduling Requirements: Hands-on with any tools: IEX, Alvaria, Aspect, NICE, Avaya, Teleopti, Verint, CMS Expertise in Planning, Forecasting, RTA, Scheduling Excellent communication, Excel, & presentation skills Comfortable with US Shifts Reach out now to apply or refer!

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. With over 20 years of experience, we have established ourselves as a disruptive industry leader by fostering trusted relationships with our brand partners and empowering our team to drive positive change. We are committed to delivering exceptional results by immersing ourselves in your world with curiosity, creativity, and innovation. We are currently seeking a dynamic and analytical Senior Capacity Planner to join our Workforce Management team. In this role, you will be responsible for driving operational efficiency through precise capacity planning and acting as a strategic partner to our external clients. The ideal candidate will have a deep understanding of workforce dynamics, strong forecasting and planning capabilities, and excellent communication skills to translate insights into impactful client interactions. As the Senior Capacity Planner at IntouchCX, your responsibilities will include: - Developing short, mid, and long-term capacity plans aligned with forecasted demand, productivity, attrition, and hiring inputs. - Serving as the primary point of contact for client interactions, presenting plans, reports, and recommendations regularly. - Collaborating with client-side and internal stakeholders to align on forecast assumptions, business changes, and service level expectations. - Presenting capacity models and staffing strategies during client governance calls, QBRs, or ad hoc reviews. - Partnering with internal teams (HR, Operations, Recruitment, Finance) to ensure seamless execution of capacity plans. - Building what-if scenarios to model the impact of changes in demand, headcount, and shrinkage. - Identifying operational gaps or risks and proactively escalating with clear data-backed insights. - Maintaining high standards of reporting accuracy and transparency in all client-facing documentation and presentations. To be successful in this role, you will need: - A Bachelor's degree in Mathematics, Statistics, Business, Engineering, or related fields (Masters preferred). - Minimum 4-5 years of BPO experience. - 2 to 3 years of experience as a front-line Capacity Planner for Voice, Email, Chat, and SMS channels. - Proficiency in utilizing NICE IEX Workforce software. - Working knowledge of AWS, Salesforce preferred. - Experience with analytics platforms or languages (SQL, Tableau, Power BI, R, Python) is considered an asset. - Excellent communication and presentation skills to effectively articulate findings and recommendations to stakeholders at various levels. - Ability to work independently and manage multiple projects simultaneously. - Strong analytical, problem-solving, and communication skills. - High attention to detail and the ability to manage multiple priorities in a fast-paced environment. - Strong stakeholder management skills and the ability to translate data into actionable insights. Join us at IntouchCX where you can contribute to driving operational efficiency and building strong client relationships through strategic capacity planning and analytics.,

About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. About The Job We are changing the way people think about customer care, and we need your help! We're seeking a Workforce Manager to direct, manage and supervise all activities related to the Workforce team for a dedicated IntouchCX program. We're looking for a leader who has the vision, experience, and passion to contribute to our culture and the success of our programs. As Workforce Manager, You Will - Work closely with Operations to ensure all team members are focused on the delivery of company goals and objectives of our partners - Interact with external partners and develop long-term relationships - Assist in analyzing partner metrics and staffing on a consistent basis - Make recommendations for efficiencies on programs - Actively manage, support, motivate, and retain members of the Workforce team - Participate in Sales meetings and requests for information - Maintain awareness of emerging industry tools As Workforce Manager, You Have - A University or College Degree in a related discipline (Computer Science, Marketing, Communications, Business) - Experience working with Aspect software (considered an asset) - Strong analytical, problem-solving, technical, information-management, and decision-making skills - Demonstrated strong interpersonal and communication skills - Superior organizational skills and the ability to follow through - Ability to work in a fast-paced, hectic & changing environment - Ability to effectively interact with employees at all levels and people from diverse backgrounds - Ability to think strategically - Ability to plan and monitor for results,

MNC in Gurgaon Hiring for WFM RTA Real Time Analyst CTC UPTO 8.3LPA Require 3+ Years Experience in WFM RTA Require Excellent Communication Skills Role and Key Responsibilities Intraday real time monitoring of service levels for all queues for all the sites throughout the operating window (24/7/365) Real time monitoring of associates performance from all teams at all sites Managing Real Time updates on Service Levels, Contact data and other KPIs Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals Communicate and call out changes to incoming contact patterns to operations and the broader WFM team Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather) Support changes within routing profiles to move associates as needed Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs and NPT usage Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders Review and process VTO/PTO/OT/Non-Prod time requests in real-time Provide assistance to the other WFM teams as needed. Key Skills & Knowledge MS Excel Knowledge is required. Knowledge of IEX, Avaya and other Workforce Scheduling tools (Admin, setup, use, updated, edits, reporting) will be considered as an added advantage Graduate with 2+ years contact centre experience and Good Communication Skill MS Office PowerPoint, Word, Access, outlook, etc. InContact/Oracle ACD and other ACD platforms to support multi-channel Environment (Voice/Chat/Email/SMS) 1+ years’ Workforce Experience (RTA or greater) Basic knowledge of the call center industry. Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.). Knowledge of ACD and Call Center Workforce applications - preferred. Strong oral and written communication skills. Proficient in Microsoft Office. Ability to multi-task, prioritize, and meet timelines of deliverables. Self-starter, sense of urgency, and works well under pressure. High attention to detail, sense of professionalism and ability to develop relationships Educational qualification: Graduate in any discipline Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Inspira Enterprise India Pvt. Ltd. is looking for Specialist - WFM to join our dynamic team and embark on a rewarding career journey Diagnosing and treating illnesses, medical conditions, and injuries. Ordering, performing, and interpreting diagnostic tests. Collecting, recording, and maintaining patients' information and histories. Prescribing and administering treatments, therapies, medications, vaccinations, and other specialized medical care. Explaining procedures and discussing test results or prescribed treatments with patients and family members. Monitoring patients' conditions and progress. Directing, coordinating, consulting with, and referring patients to nurses, students, assistants, specialists, therapists, and other medical staff. Advising patients, parents, and guardians on diets, activities, hygiene, and disease prevention. Conducting research and remaining up to date on current trends, discoveries, and developments in the field

As a global leader in ship management and marine services, we add value to a vessel's operations. Operating around the clock and around the world, we give every client the quality and efficiency they need in every sector. Covering crew management and recruitment, quality ship management and technical services, together with supporting management and commercial services, we have unrivalled industry knowledge with performance assured. Our values, We Care, We Collaborate, We Challenge, We are Consistent, We Commit and Deliver, are at the heart of everything we do and they support our strategy of Investing in Talent. We are always interested in making contact with talented individuals - people who will demonstrate our values and deliver great service, for internal and external stakeholders. The role ensures compliance with customer agreements, budget ownership, workforce planning, engagement, crew retention, and service delivery. This position acts as the primary interface between Seafarers, Fleet Management, Crewing Operations, and external stakeholders, ensuring the execution of crew-related activities. **Key Responsibilities and Tasks** **Crew Management & Service Delivery** - Ensures all duties and responsibilities are carried out in accordance with VMS, national, and international statutory requirements. - Works closely with the Fleet Cell and Marine HR to ensure service delivery as per customer contracts. - Functions as the escalation point for all crew-related matters, collaborating with Fleet Managers and Crewing Operations to resolve issues. - Ensures that Crew Management delivers on KPIs agreed upon between the client, Fleet Cells, and Crew Management, including budget ownership for crew operations. - Ensures the diligent usage of ShipSure as the system of record for all crewing activities and drives it with other teams for their crew and vessels. **Crew Planning & Workforce Management** - Responsible for crew engagement and crew welfare. - Maintains an effective crew rotation plan for assigned vessels, ensuring consistency with global planning principles and as guided by Global Pool Managers. - Identifies candidates for vacancies using fleet crew pools and recruitment when needed. Escalates critical vacancies to RCMP and Global Pool Manager when necessary. - Works proactively and as guided by the Global Pool Manager to maintain and balance crew pool strength, including managing crew surpluses and reallocations. - Supports fleet takeovers by identifying suitable seafarers for vessel transition. - Works closely with the Global Pool Manager and supports building career progression plans for seafarers and ensures performance monitoring through appraisals. - Identifies and addresses crew retention risks by working with key stakeholders. **Budget Management & Operational Efficiency** - Owns and manages the Vessel budget, including annual renewals, negotiation with customers, and reporting. - Owns and manages budget preparation by providing insights on wages, benefits, and crewing costs in collaboration with the P&L team. - Schedules and reports on service performance and budget reviews, recommending actions to support continuous improvement. **Compliance, Industrial Relations & HSSEQ Support** - Ensures compliance with maritime regulations, flag state requirements, and industrial relations for assigned fleets. - Manages urgent crew changes and vacancies through the effective utilization of the V. Ships seafarer pool. - Assists HSSEQ in accident investigations related to crewing and supports the implementation of corrective/preventive actions. - Drives data quality and complies with the Quality Assurance process (Audit). **Stakeholder Engagement & Process Improvement** - Participates in the new business proposal preparation and review as well as the new business onboarding process. - Collaborates proactively with internal and external stakeholders, including seafarers, to ensure outstanding service delivery. - Is familiar with and promotes V. Group and Marine HR services and initiatives. - Provides feedback on ShipSure enhancements and other crewing process improvements. - Works digitally with V. Crew Connect, ShipSure BI, and other digital tools to streamline operations. - Delivers client reports, ensuring transparency and data-driven insights into seafarer management and operational performance. V. Group can offer you a market-leading salary and benefits package, in addition to significant opportunities for career growth and personal development. This is a great opportunity to join a true leader in the maritime sector - a company that has exciting plans for future growth. **Essential Requirements** - Maritime or shipping industry experience. - Knowledge of crew operations, planning, and workforce management. - Proven customer service mindset and ability to build strong relationships with stakeholders. - Excellent organizational and problem-solving skills. - Strong collaboration and influencing skills to drive change and improvement. - Ability to manage budgets, reports, and performance KPIs effectively. - Excellent communication skills, with an ability to negotiate and resolve conflicts effectively. - Good technology and data analysis proficiency. **Desirable Requirements** - Proficiency in ShipSure and planning tools functionality. - Multinational work experience. *Applications Close Date: 03 Aug 2025*,

As an AM - HR Business Partner, your primary responsibility will be to support designated Business Function(s) in achieving their Vision and Mission by designing and implementing effective People strategies. You will play a crucial role in various HR generalist functions including Talent Acquisition, Employee Induction, Learning & Development, Talent Management, Performance Management, Employee Engagement, and enhancing People Productivity to foster a Great Place to Work culture. Your key responsibilities will include acting as a strategic HR partner for the assigned Business Function(s), participating in functional planning & reviews to provide HR perspective, facilitating the cascade of Vision/Mission into individual goals, and training line managers on people management. Additionally, you will be responsible for understanding and addressing employee concerns, conducting communication forums such as Skip Levels, Open Houses, and Exit Interviews, driving employee retention, engagement, and team effectiveness, as well as implementing Fun at Work initiatives. In the realm of Talent Acquisition, you will drive recruitment efforts to elevate the quality of hires, execute campus hiring from premier institutes, promote Internal Job Postings (IJP), and build a strong leadership pipeline. You will also ensure high-quality onboarding and induction processes for new hires. Your role will involve conducting training needs identification based on role competencies, driving technical and behavioral skill-building initiatives, and fostering cross-functional/multi-skilling opportunities for employees. Ideal candidates will possess strong interpersonal and stakeholder management skills, analytical thinking, and data-driven problem-solving abilities, along with a strategic mindset and business acumen. You should be execution-focused with the ability to manage multiple priorities effectively, and exhibit excellent communication, facilitation, and coaching skills. As an AM - HR Business Partner, you will be part of the Power industry and your educational background should include a Master of Business Administration (MBA) degree. This is a Full Time, Permanent position requiring key skills in Capability Building, Employee Engagement, HR Business Partnering, Learning and Development, Organizational Development, Performance Management, Talent Acquisition, Talent Management, and Workforce Management. If you are ready to take on this challenging yet rewarding role, apply now with Job Code GO/JC/541/2025. Your Recruiter Name is Priya Srinivasan.,

Job Description Responsibilities: Oversee day-to-day operations and leadership of assigned Partner Support teams, ensuring achievement of all support service level metrics across phone, email, and chat channels. Manage and develop team and individual KPIs, monitor overall program performance, and provide regular reports to upper management. Provide people management for one or more programs, including workforce planning, role assignment, and oversight of delivery across programs. Lead identification and implementation of process improvements to enhance efficiency and client satisfaction. Serve as a point of escalation for complex partner cases; resolve issues quickly and professionally, partnering with internal departments as needed. Deliver on-site and remote coaching, feedback, and training to team members; develop training resources aligned with evolving program needs. Oversee completion, accuracy, and delivery of program and team data within Salesforce, Zendesk, and other relevant platforms; coordinate administration and reporting as required. Support ongoing development and career growth of team members through mentorship, performance improvement plans, and structured feedback. Engage in cross-functional collaboration with corporate stakeholders to support program launches, updates, and communication of product/policy changes. Respond to incoming client inquiries (calls, chats, emails) and support front-line activities as volume and business needs dictate. Maintain and improve quality assurance practices, review interactions, and drive a culture of continuous improvement in service delivery. Contribute to and help implement strategic leadership initiatives and proactive business opportunities. Requirements Bachelors degree required. Minimum of 5 years experience leading customer support teams, with at least 2 years in a people management or program management role; 6+ years total support experience preferred. Demonstrated expertise with KPIs, metrics, workforce planning, escalation management, and training. Advanced proficiency with customer service platforms, including Salesforce and Zendesk. Strong organizational skills; detail and client service-oriented. Superior English verbal and written communication abilities. Proven ability to work effectively in a fast-paced, 24/7 environment, including scheduled weekends or business-dependent shifts. Experience designing and delivering training, development, and performance improvement initiatives. Skilled in cross-functional collaboration and driving business goals. Preferred Experience Experience with workforce management tools and approaches. Previous experience supporting SaaS products or franchisee/dealer clientele. Record of leading quality assurance and coaching initiatives in a customer support environment.

Role : Business Planning Manager Experience : 8 to 10 years Job Location : Mumbai(We can hire from Pan India) Mode of work : Hybrid, need to travel to Mumbai office as per business requirement at their own cost. Shift timing : UK timings 1pm to 10pm5 days/ working Mon to Fri Skillset required Knowledge and application of planning theories and forecasting methods e.g. Regression techniques and Planning specific software. Good knowledge of workforce management processes and principles. Resource Planning. Managed a team of up to 40 Planning specialists. Delivery or Dialer knowledge, Responsible for Planning for approx. 1,500-2,000 heads across various clients Job description To manage and develop a team of Planning & Delivery specialists whose focus is to optimize resource in operational units, ensure achievement of contractual service levels and make recommendations for continuous improvements. To manage client (Operations) relationships and expectations from a resource and future capacity planning perspective. The successful candidate(s) will be a key member of Resource Optimization in South Africa. Key responsibilities Design and implement resource requirements or propose new modelling solutions in response to client issues or additional work stream requests Identify behavioral operational issues/trends that impact on profitability (i.e. available time, schedule adherence) and work with General Managers, representing Planning on the Client Action Team, to address such issues developing continuous improvement strategies that optimize the profitability of clients Work with General Managers to ensure that contracted service levels are met by improving schedule efficiency, utilization, adherence and productivity and proactively identify service delivery issues working with General Managers, Operations Managers and the Client (where appropriate) to resolve issues/amend contract commercials assisting in the achievement of adherence. Analyze client specific information, such as long-term forecasts and call routing strategies between clients own and Company call centers to improve the efficiency of their business through better utilization of their resources Work with General Managers, Operations Managers and Clients to set, achieve and maintain the Dialer strategy, improving performance and ensuring that Company comply and maintain compliance with Ofcom regulations e.g. abandon rate targets Influence and assist General Managers in prioritising client specific requirements, to deliver overall optimal business benefit and assist in managing client expectations. Manage, motivate and develop a team of up to 10 direct reports with overall responsibility for management of a larger team of Planning specialists to ensure delivery of high quality output Manage redeployment processes and utilization of resource across the business to ensure optimum business efficiency Formulate budget assumptions and future resource requirements for existing clients to enable Commercial and Operations to agree yearly budget and/or reforecast Formulate actual and future resource requirements to support business decisions around training and recruitment Responsibility for authorizing planning aspects for client areas to enable accurate billing to take place Accountability for accuracy of clients capacity (FTE & Space) plans and scheduling accuracy Client Services May be required to attend client workshops to give effective feedback on opportunities to improve customer journeys and client services offered Decision Making: Staffing/seating requirements for existing units, new units and new Bids Re-deployment of staff between units (may be due to decrease/increase in business) Strong analytical and organization skills, including trend analysis Proficient with time management Ability to plan, prioritize and organize effectively / detail-oriented. Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities Influence decisions: Nature of commercial deals Delivery of calls from client Finance (e.g. budgets, revenues, etc.) Impacts on business unit employee and overhead costs. Advises managers on how to run the unit as profitably as possible, looking at available time, holidays etc Impacts on business unit achievement of service levels and therefore requirement/non-requirement to pay commercial penalties Impacts potential future revenue streams. Instrumental part of the bid process by designing innovative and cost-effective resourcing solutions. Non-Financial (e.g. products, markets, people, etc.) Focus on Resource Planning, Service Delivery or Dialer Responsible for maximizing the efficiency of desk utilization within the call center. Responsible for managing a team of up to circa 40 Planning specialists Key direct interface with internal and external clients providing specialist Planning, Service Delivery or Dialer knowledge Responsible for Planning for approx. 1,500-2,000 heads across various clients Responsible for ensuring compliance with Ofcom regulations regarding Dialer abandon rates. Implementation of Guidance and Policy Implements, maintains and manages the cascading of all relevant Company policies & procedures to team members Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site. ORGANIZATION VALUES: Implement and practice the Company Values through practical application of the behaviour required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable other. Skills & Knowledge: Knowledge and application of planning theories and forecasting methods e.g. Regression techniques Knowledge and application of Call Centre switches/network level routing /skill- based routing desirable Knowledge and application of Planning specific software Good knowledge of workforce management processes and principles Key Competencies Skills and Abilities (what must I be able to do / display): Excellent problem solving Strong numerical background Ability to demonstrate results to reflect quality and timely delivery Good understanding of call centre type statistics and systems Teamwork required to integrate and work collaboratively within the planning team Management/Supervisory Responsibility: This role does have supervisory responsibility.

Overview: TekWissen is a global workforce management provider that offers strategic talent solutions to our clients throughout India and world-wide. Our client is a company operating a marketplace for consumers, sellers, and content creators. It offers merchandise and content purchased for resale from vendors and those offered by thirdparty sellers. Job Title: HR Assistant II Location: Hyderabad Job Type: Contract Work Type: Onsite Job Description: Key Responsibilities: Working knowledge in Real Time monitoring in Call Center environment (SL, Volume Offered/Incoming/Handled vs. STF/Commit, Outsourcing %, age and size of email backlogs, missed contacts, calls in queue, wait time.) and excel templates. Able to write root case analysis of any service failure. Intraday Reporting (including call outs). Manage AUX states / non-adherence and escalate to the corresponding Planning & Vendor teams. Mandatory Requirements: 1+ years of customer service experience 1+ years of Microsoft Office products and applications experience Preferred skills: Working knowledge in the client's Connect. 1+ years of customer service experience 1+ years of Workforce Management (Real Time Monitoring) experience in Call Center environment. 1+ years of Microsoft Office products and applications experience Education or Certification: Bachelor's degree with good academic record. TekWissen Group is an equal opportunity employer supporting workforce diversity.

Role & responsibilities Under general supervision, formulates and defines the scope and objectives of systems through research and fact-finding, combined with an understanding of application systems and industry requirements. Applies functional knowledge to design, customize, and configure application and ERP systems, considering system capabilities, capacity, and limitations. Analyzes business and user needs. Performs business analysis of systems and follows through the full development life cycle, including writing functional requirements and developing test plans. Modifies, maintains, and updates complex ERP configuration and program routines. Troubleshoots basic problems and recommends appropriate actions. Serves as a specialist in the content, processes, and procedures associated with enterprise applications. Educates others on the workflow, business processes, and reporting metrics enabled by ERP modules. Defines, tests, trains, implements, and supports one or more functional areas within the ERP System and other enterprise applications. May act as a team leader for small project teams. Requires a bachelor's degree or an equivalent combination of education and experience. Demonstrates moderate technical knowledge of assigned systems. Familiar with relational database concepts, client-server concepts, and industry requirements. Must be able to communicate effectively with both end-users and IT staff. Possesses excellent verbal and written communication skills. Preferred candidate profile Primary Skill - Pro Workforce Management (WFM), Requires at least 3 5 years of related experience. Kronos-Specific Requirements Timekeeping Scheduling Advanced Scheduling Pay Rules Accruals Attestation Absence Management Familiarity with the Activities module is a plus. Experienced in end-to-end testing and troubleshooting in WFM.

Req ID: 315699 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Enterprise Telephony - Specialist Advisor to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). Three years or more of relevant experience or equivalent combination or education and work experience VXML, CVP, ICM, CUCM, CUBE Upgrading ICM, CVP, CUCM, Gateways from 12.5 to 12.6 Understanding of Natural Language design and Directed Dialogue design techniques for speech applications Knowledge of various speech engine capabilities and tuning concepts Ideal candidate will have experience with Google Dialog Flow Support existing customer projects on leveraged Cisco PCCE and Calabrio environments Provide Level 3 support and guidance during break fix situations Provide Level 3 guidance for platform change preparation and execution Develop Low Level Designs for Migrations, Upgrades and third party integrations Certifications Desired: Cisco Certified Voice Professional (CCVP) - Must have moderate knowledge of voice contact center business models - Must have Contact Center design/scripting/administration experience. Call scripting ( CVP Studio) - Moderate knowledge of Call Scripts, ICM knowledge, Call Manager and CUCM - Knowledge of Calabrio or similar workforce management systems is preferred 8 to 10 years of experience with Cisco CCE, CVP, CUIC, AW/HDS, CUCM 4 to 6 years of experience in VoiceXML IVR technologies Experience working with CVP Studio, Java, and backend integration with databases and web services Preferred - Integrate CVP/PCCE with Third party Conversational AI platforms - Integrate CUBE with SIP Rec for Conversational AI - Provide Guidance of best practices of integrating CVP with Google Dialogflow.

The ideal candidate must possess strong communication skills, with an ability to listen, comprehend information, and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Senior Analyst Roles and responsibilities: Review tickets/order IDs base on input documents provided by client Communicate effectively to take appropriate steps to resolve customer's problems Checking status of services on account in client tools Updating order details status in internal as well as client tools Should be able to create daily report and share with client base Meet process expectations with high quality standards and adherence to SLAs Excellent multi-tasking and creative problem solving skills Ability to actswiftlyand decisively when dealing with critical situations ability toassess situations andinitiate appropriate action Works collaboratively with team & Project Manager to ensure timely delivery of project Technical and Functional Skills Bachelor's degree in any field with 2+years experience. Possess good working knowledge of Excel and PowerPoint Ability to develop and analyze ticket Proven ability to self-check work to ensure results are error-free Ability to communicate effectively with clients Ability to work in a high-energy, quickly changing, and demanding environment including working in rotational shifts

Responsible for managing day to day network operations and maintenance, in Unified Collaborations domain. This includes- customer change requests, platform uptime, incident management, problem management, CFT / OEM Interlock, and escalation support for the operations. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.Responsibilities Create and maintain infrastructure necessary for the growth and upkeep of field and network operations to drive network efficiency and availability. Manage new enhancements/issue resolution. Proactive/Reactive fault management; Incident Management: Customer Handling during the fault and ensuring subsequent updates in timely manner. Work directly with other OEM on repeat issues, bugs and implement resolution through defined change management process. Identify day to day manual activities, repeat tasks and leading the effort to automate them. Review CFT teams changes frequency, criticality and identify gap and prepare SOP (documents) to ensure no change error. Track and monitor the environment performance to ensure minimal interruption to network transmission and/or network switches. Manage network equipment maintenance and security operations for all sites. Maintain day to day O&M tasks associated installation and testing of new network equipment, diagnosing, and locating troubles. Performing repair and maintenance and restoring service for optimal customer satisfaction The role may be an individual contributor or may lead a small team.Desired Skill sets Troubleshooting experience of network, equipment and service level faults Ability to write and present a comprehensive vulnerability assessment report. Understanding of domain and related technologies Understanding manual testing techniques and methods to gain a better understanding of the environment and reduce false positives/negatives.