|
Location
|
Position Description
|
Process Name
|
Comp Grade
|
JD
|
|
Gurgaon
|
Associate, Real Time Management
|
SUPPORT
|
10
|
Role and
KEY RESPONSIBILITIES
• Provide troubleshooting support for all Tier one and Tier two escalations
and coordination for all global inbound and outbound systems and call routing
issues.
• Participate in Rapid Response calls to minimize system downtime and provide
regular updates to senior management.
• Recognize and initiate escalation for all system difficulties, including
switch and ACD systems, routing systems, and Tier One production impacting
tool outages inclusive of client communication.
• Document all incidents using the service management suite and notify
impacted stakeholders.
• Manage call volume and labor resources for inbound/outbound call centers,
while maintaining and exceeding Organization’s and client goals and
expectations.
• Monitor designated call centers through various internal and external
platforms, instituting timely and efficient communication to verify
allocation settings, queue settings, overflow targets, media events, and
transcription campaigns.
• Monitor toll free call routing plans using a variety of routing platforms
provided by various carriers.
• Recommend and implement queue, DNIS priority and holdout adjustments
through the various network carrier platforms and switch packages ensuring to
achieve established goals.
• Analyze and monitor statistical information in a timely manner to achieve
proper call allocation goals, reforecasting demand and staffing.
• Recommend strategies to Operations for improved labor utilization and key performance
indicators
• 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
• Intraday real time monitoring of service levels for all queues at all sites
24/7/365
Key Skills & Knowledge
• Aspect/IEX WFM – and other Workforce Scheduling tools. (Admin, setup, use,
updated, edits, reporting
• MS Office – Excel, PowerPoint, Word, Access, Outlook, etc.
• InContact/Oracle – ACD and other ACD platforms to support multi-channel
Environment – (Voice/Chat/Email/SMS)
• 2+ years’ Workforce Experience (RTA or greater)
• 1+ years’ experience working with tools or equivalent counterparts
• Bachelor's degree in related field from a four-year college or university
program with a minimum of two years of relevant experience - preferred.
• 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
QUALIFICATIONS : Graduate
|
|
Gurgaon
|
Associate, Real Time Management
|
SUPPORT
|
10
|
Role and
KEY RESPONSIBILITIES
• Provide troubleshooting support for all Tier one and Tier two escalations
and coordination for all global inbound and outbound systems and call routing
issues.
• Participate in Rapid Response calls to minimize system downtime and provide
regular updates to senior management.
• Recognize and initiate escalation for all system difficulties, including
switch and ACD systems, routing systems, and Tier One production impacting
tool outages inclusive of client communication.
• Document all incidents using the service management suite and notify
impacted stakeholders.
• Manage call volume and labor resources for inbound/outbound call centers,
while maintaining and exceeding Organization’s and client goals and
expectations.
• Monitor designated call centers through various internal and external
platforms, instituting timely and efficient communication to verify
allocation settings, queue settings, overflow targets, media events, and
transcription campaigns.
• Monitor toll free call routing plans using a variety of routing platforms
provided by various carriers.
• Recommend and implement queue, DNIS priority and holdout adjustments
through the various network carrier platforms and switch packages ensuring to
achieve established goals.
• Analyze and monitor statistical information in a timely manner to achieve
proper call allocation goals, reforecasting demand and staffing.
• Recommend strategies to Operations for improved labor utilization and key performance
indicators
• 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
• Intraday real time monitoring of service levels for all queues at all sites
24/7/365
Key Skills & Knowledge
• Aspect/IEX WFM – and other Workforce Scheduling tools. (Admin, setup, use,
updated, edits, reporting
• MS Office – Excel, PowerPoint, Word, Access, Outlook, etc.
• InContact/Oracle – ACD and other ACD platforms to support multi-channel
Environment – (Voice/Chat/Email/SMS)
• 2+ years’ Workforce Experience (RTA or greater)
• 1+ years’ experience working with tools or equivalent counterparts
• Bachelor's degree in related field from a four-year college or university
program with a minimum of two years of relevant experience - preferred.
• 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
QUALIFICATIONS : Graduate
|
|
Chandigarh
|
Sr. Quality Evaluator
|
HP
|
10
|
JD (QA):
• Evaluate agent's effectiveness and implement corrective actions
• Evaluate Trainer/QA effectiveness and report to AM/DM/Manager
• Participate in calibration of Trainers, QAs and Voice Coaches within the
team
• Support Front Line Recruitment Teams to assess the quality of new hires
• Analyze and report findings
• Prepare TNA, publish and execute for 100% closure every month
• Conduct batches in cases of emergencies
• Communicate with other Functions and Clients
• Provide quality floor support, feedback, refresher and corrective training
• Track and report improvement
• Develop & publish Quality dashboards
• Audit Chat/email and Voice interactions on Product/process, Communication
and soft skills parameters
Desired Skills:
• Excellent communication skills-Hindi, English is mandate & knowledge
regional language would be preferred
• Good Knowledge about computers IT Hardware
• Good people management skills
• Analytical / Quantitative skills, Data Handling / data interpretation
• Planning, Decision making and continuous improvement
• Ability to prioritize and Ability to meet deadlines
• Multi-tasking, Detail oriented and ability to work under pressure.
• Strong organizational and Presentation skills
• Time Management, People Management skills and Self-motivated
• Must be flexible to work in 24X7 environment and 5 days
• Technical qualification would be an added advantage
|
|
Gurgaon
|
Advisor II, Customer Service
|
NESTLE
|
11
|
Job
Description Section
Job Description – Nutritionist
Location – GGN, India
Experience – 6 months+ relevant
experience in relevant field (counselling on diet plans and infant nutrition)
Key Responsibility:
• Responsible for on call support to infant’s parents on various products
basis recommendation
• Responsible for guiding meal plan for all age groups
• Adult dietary guidance
• Handling queries on chat and email too
• Inter departmental coordination for case resolution end to end
• Contribute to process improvements and innovation
Desired Skills:
• At least 6 months of counselling experience mandatory (counselling on diet
plans and infant nutrition)
• Excellent communication skills
• Flexible with 12/6 shifts
• Proficient excel and presentation knowledge
• Detailed knowledge of food groups
• Ability to work under pressure.
• Team work
|
|
Chandigarh
|
Supervisor, Quality
|
MG MOTORS
|
9A
|
1. Job
Description:
- Minimum 1 Year Experience in Sales Lob (Preferred Automobile Experience)
- Analytical Skills / Quantitative skills. Having understanding of accounts /
accounting.
- Excellent Communication skills
- Needs to have good working knowledge of TQ (Transaction Quality) systems,
tools and technologies & open to do transactional audits as it is
Individual contributor role
- High level of maturity to handle people including but not limited to
client, stake holders, peers etc.
- Process Oriented, Planning, Decision making, Data Handling, Ability to
prioritize, Ability to meet deadlines and work under pressure in an
unstructured environment
- Detail oriented, Strong organizational skills, Presentation skills
- Flexible to work in 24X7 environment (night shifts and weekends basis
scope)
|
|
Gurgaon
|
Team Leader, Operations
|
HP
|
9A
|
Job
Description Section
Job Description – AM OPS
Location – Gurgaon, India
Experience – 4 years
About Us:
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 world’s 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
www.concentrix.com to learn more.
Roles & Responsibilities –
· Managing a team of 20 to 25
FTE's
· Client/Customer/People
Management
· Drive Performance in the team
to meet targets
· Manage the daily team
activities and ensure the daily operations run smoothly.
· Drive Team adherence and
manage monthly scheduling.
· Handling Escalations
· Manage key business metrics
like SLA's and CSAT
· Run reports & conduct a
thorough analysis of SLA misses.
· Drive Continuous Improvement
in the team along with metrics improvement
· Generate dashboard and
scorecards for the Team for review.
· Performance management and
appraisals for the entire Team.
· Weekly Reviews to the
Management on key deliverables.
· One-One with the team and
scheduled Monthly Team meetings.
· Feedback and Coaching
· Knowledge management for the
team and quality control
· Apply performance management
strategies - action plans, BQ planning
· Responsible for
people/employee career development
Generic & Behavioral Skills –
· Excellent verbal and written
communication skills.
· Should be willing to work in
shifts along with the team in customer business time.
· Overall should be a good team
player with willingness to learn and drive to achieve.
· Practice and focused on
Metrics.
· Good Excel skills and
Reporting knowledge
· Technical expertise on Hardware
with indepth knowledge of Desktop / Laptop / Printers
· Should have experience in
managing Tech Support process and metrics relevant to Dispatch, Part efficiencies
· Should be able to drive
Continuous Improvement in process.
· Compliance - 100% IT-Sec and
on time and accurate ILC clocking in last 6 months
· Awareness on SLA/SLO Metrics
Mandatory:
Tech support 4-year experience
Prior experience in approving Desktop, Laptop, Printer dispatches.
Qualification: Graduate with Technical Qualification and deep understanding
of Hardware concepts
|
|
Chandigarh
|
Sr. Team Leader, Operations
|
HP
|
9B
|
Job
Description Section
Job Description – DM OPS
Location – Chandigarh, India
Experience – 4 years
About Us:
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 world’s 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
www.concentrix.com to learn more.
Roles & Responsibilities –
· Managing a team of 20 to 25
FTE's
· Client/Customer/People
Management
· Drive Performance in the team
to meet targets
· Manage the daily team
activities and ensure the daily operations run smoothly.
· Drive Team adherence and
manage monthly scheduling.
· Handling Escalations
· Manage key business metrics
like SLA's and CSAT
· Run reports & conduct a
thorough analysis of SLA misses.
· Drive Continuous Improvement
in the team along with metrics improvement
· Generate dashboard and
scorecards for the Team for review.
· Performance management and
appraisals for the entire Team.
· Weekly Reviews to the
Management on key deliverables.
· One-One with the team and
scheduled Monthly Team meetings.
· Feedback and Coaching
· Knowledge management for the
team and quality control
· Apply performance management
strategies - action plans, BQ planning
· Responsible for
people/employee career development
Generic & Behavioral Skills –
· Excellent verbal and written
communication skills.
· Should be willing to work in
shifts along with the team in customer business time.
· Overall should be a good team
player with willingness to learn and drive to achieve.
· Practice and focused on
Metrics.
· Good Excel skills and
Reporting knowledge
· Technical expertise on
Hardware with indepth knowledge of Desktop / Laptop / Printers
· Should have experience in
managing Tech Support process and metrics relevant to Dispatch, Part efficiencies
· Should be able to drive
Continuous Improvement in process.
· Compliance - 100% IT-Sec and
on time and accurate ILC clocking in last 6 months
· Awareness on SLA/SLO Metrics
Mandatory:
Tech support 4-year experience
Prior experience in approving Desktop, Laptop, Printer dispatches.
Qualification: Graduate with Technical Qualification and deep understanding
of Hardware concepts
|
|
Chandigarh
|
Sr. Quality Evaluator
|
HP
|
10
|
JD (QA):
• Evaluate agent's effectiveness and implement corrective actions
• Evaluate Trainer/QA effectiveness and report to AM/DM/Manager
• Participate in calibration of Trainers, QAs and Voice Coaches within the
team
• Support Front Line Recruitment Teams to assess the quality of new hires
• Analyze and report findings
• Prepare TNA, publish and execute for 100% closure every month
• Conduct batches in cases of emergencies
• Communicate with other Functions and Clients
• Provide quality floor support, feedback, refresher and corrective training
• Track and report improvement
• Develop & publish Quality dashboards
• Audit Chat/email and Voice interactions on Product/process, Communication
and soft skills parameters
Desired Skills:
• Excellent communication skills-Hindi, English is mandate & knowledge
regional language would be preferred
• Good Knowledge about computers IT Hardware
• Good people management skills
• Analytical / Quantitative skills, Data Handling / data interpretation
• Planning, Decision making and continuous improvement
• Ability to prioritize and Ability to meet deadlines
• Multi-tasking, Detail oriented and ability to work under pressure.
• Strong organizational and Presentation skills
• Time Management, People Management skills and Self-motivated
• Must be flexible to work in 24X7 environment and 5 days
• Technical qualification would be an added advantage
|
|
Chandigarh
|
Team Leader, Operations
|
HP
|
9A
|
Job
Description Section
Job Description – AM OPS
Location – Chandigarh, India
Experience – 4 years
About Us:
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 world’s 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
www.concentrix.com to learn more.
Roles & Responsibilities –
· Managing a team of 20 to 25
FTE's
· Client/Customer/People
Management
· Drive Performance in the team to meet
targets
· Manage the daily team
activities and ensure the daily operations run smoothly.
· Drive Team adherence and
manage monthly scheduling.
· Handling Escalations
· Manage key business metrics
like SLA's and CSAT
· Run reports & conduct a
thorough analysis of SLA misses.
· Drive Continuous Improvement
in the team along with metrics improvement
· Generate dashboard and
scorecards for the Team for review.
· Performance management and appraisals
for the entire Team.
· Weekly Reviews to the
Management on key deliverables.
· One-One with the team and
scheduled Monthly Team meetings.
· Feedback and Coaching
· Knowledge management for the
team and quality control
· Apply performance management
strategies - action plans, BQ planning
· Responsible for
people/employee career development
Generic & Behavioral Skills –
· Excellent verbal and written
communication skills.
· Should be willing to work in
shifts along with the team in customer business time.
· Overall should be a good team
player with willingness to learn and drive to achieve.
· Practice and focused on
Metrics.
· Good Excel skills and
Reporting knowledge
· Technical expertise on
Hardware with indepth knowledge of Desktop / Laptop / Printers
· Should have experience in
managing Tech Support process and metrics relevant to Dispatch, Part efficiencies
· Should be able to drive
Continuous Improvement in process.
· Compliance - 100% IT-Sec and
on time and accurate ILC clocking in last 6 months
· Awareness on SLA/SLO Metrics
Mandatory:
Tech support 4-year experience
Prior experience in approving Desktop, Laptop, Printer dispatches.
Qualification: Graduate with Technical Qualification and deep understanding
of Hardware concepts
|
|
Gurgaon
|
Supervisor Training
|
Facebook
|
9A
|
• Manage process training for the
account and support the trainers
• Maintain the desired
target throughput & RTP for process training batches
• Manage and control
attrition through effective employee engagement activities
• Analysis of utilization,
efficiency and available data for the process
• Provide training support,
development of metrics and dashboards in line with customer requirements
• Coordinate with cross
functional teams, other locations and drive standardized practices
• Lead a team of Trainers
& QA’s and ensure team development
• Meet and exceed client
metrics: External & internal Training & Quality metrics to be
consistently green
• Analyse CSAT data and drive actions
emerging from analysis
• Strengthen training
management processes/framework to improve delivery
• Ensure Knowledge is
disseminated consistently
• Conducting TNA & TNI
periodically & drive execution of CE trainings.
Skills
Must be a graduate
• Good knowledge/experience
of content moderation
• Thorough knowledge of MS
office tools and Google Apps like google sheets, google docs, google forms
etc.
• Ability to display innovative methods of
training engagement
• Strong verbal and written
communication skills
• Good Presentation skills
• Strong analytical
skill/ability to work with huge volume of data using statistical tools
• Excellent facilitation
skills
• Team player
• Strong understanding of
the Training & Quality processes
QUALIFICATIONS : Graduate/Post Graduate
|
|
Pune
|
Sr. Team Leader, Operations
|
MICROSOFT
|
9B
|
• Lead
Team Members, foster their professional development and growth via effective
coaching and communication ;promote teamwork and cooperation
• Responsible for the day-to-day supervision of a group of call center
associates and serve as a mentor and coach to a group of Team Leaders. This
position ensures performance metrics are achieved by providing adequate
coaching, motivation and accountability of both associates and team leaders.
• Regularly Coach direct reports to ensure performance metrics are achieved
• Identify performance related issues, develop an action plan for
improvement, and implement corrective actions
• Ensure service delivered to our customers meets contractual Key Performance
Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls
• Manage team metrics and retention goals. Participate in discussions about
reasons for attrition and root cause.
• Team with Site Leadership to develop actions to reduce attrition where
possible.
• Impart feedback to team members
• Stay current on internal work processes, policies and procedures. Attend
required manager development training programs
• Supervision of a group of call center associates including work and
attendance monitoring in accordance with organization policy and applicable
legal requirements
• Complete shift-wide projects that aim to increase productivity, quality or other
KPIs
• Promote the Company's values- leade by example and “Walk-the Talk”
Key Skills and Knowledge:
• Strong oral and written communication skills
• Demonstrated ability to lead team in multi-tasking, prioritization, and
meeting timelines of deliverables
• Demonstrated ability to mentor, coach and provide direction to team members
• Work well under pressure and follow through on items to completion
• Willingness to work in a flexible schedule
• Associate's degree in related field with four to six years of experience
(with at least one year of Progressive Management Experience) preferred
QUALIFICATIONS : Graduation
|
|
Mumbai
|
Operations Manager I
|
AXIS
|
8A
|
Education –
Graduate, Any specialization
Work Experience –
Minimum 1 year experience in collections or managing a collections portfolio
for a bank or NBFC.
Essential Skills –
Performance Management, Team Development, Team Motivation, Dialer Management,
Excel.
Responsibilities –
- Manage a team of AM’s, SME’s, telecallers and support staff to drive and
achieve targets as set by the business or clients.
- Manage people related metrics such as shrinkage and attrition by driving
employee engagement initiatives to motivate team members.
- Staffing and Rostering.
- Portfolio Management – Preparing DRR sheets, driving daily achievements,
determining health of portfolio, portfolio analysis basis customer
demographics.
- Micro level daily tracking of accounts/ leads along with account level
review on a daily basis
- Take corrective measures with cross functional stakeholders against
Internal process gaps if any impacting Portfolio / Process / Business
Performance
- Daily follow-ups on pending cases to maximize conversions.
- Resolving service issues impacting Portfolio Performance
- Update feedback trails on system wherever required and sending daily
reports to the concerned reporting head.
- To effectively manage all customer/ merchant related complaints and issues.
|
|
Gurgaon
|
Operations Manager I
|
COMCAST
|
8A
|
|
|
Mumbai
|
Operations Manager I
|
TATA AIA
|
8A
|
·
Inbound experience mandatory and email preferable
|
|
Mumbai
|
Team Leader, FAO
|
FAO - Amherst
|
9A
|
Job
Description-
1. Experience in General Ledger / Reconciliation / Fixed Asset accounting/
Month Ends & MIS
2. Team leading abilities/experience
3. Exposure to US accounting
4. Managing daily SLAs – Productivity, TAT and Quality
5. Monitor team performance to meet client deliverables
6. Coach and Mentor the team
7. Timely updates on deliverables status to Manager
8. Liaise with client for daily reporting and queries if any
9. Add value to the client through suggestions for improvements
10. Flexible in timings to meet SLAs
Team lead - Bank Reco profile
Supervise approximately 10 full-time employees; direct day-to-day accounting
functions of the cash team and furnish as well as present accurate and timely
reports or statuses of these functions
Team Lead - Fixed Assets and Yardi
The FA/Yardi Support Supervisor is responsible for monitoring the team on
Fixed Asset and Yardi Support functions including but not limited to
acquisitions, sales, property lists and various reporting. The Supervisor is
also expected to perform thee tasks alongside the team to ensure all goals
are met.
Team Lead - Corporate AP and Property Cost
Is responsible for timely processing of accounts reconciliations, data
validation, journal entry preparation, and other projects. The accounts they
are responsible is property related expenses, Also responsible for
appropriately and timely billing client revenues to the Property Owner
.
Essential and Desirable Skills
1. Very Good communication
2. MS office - Good Knowledge - Excel Expert
3. Good to Have - Exposure to Property Accounting platform - Yardi, MRI
Qualification- Commerce Grad/Post Grad/Semi qualified (Inter)
|
|
Mumbai
|
Service Delivery Manager I, FAO
|
FAO - Hyve
|
8A
|
1.
Should have handled a team of 10+
2. Should have managed all F&A processes under him/her in the past
3. Should have exposure to Import and Export Operations
3. Working knowledge on any Financial ERP
4. Exposure to SLA management/ continuous improvement/ productivity
management
5. Working knowledge with parent company in USA
6. Exposure to Audit function, TAx and Treasury , Intercompany accounting
7. Ability to manage and take decisions
8. Ability to handle critical escalations on people, process and contractual
obligations.
|
|
Gurgaon
|
AM Investigating SME
|
Google
|
9A
|
•
Conduct independent research based on direction provided by PgM and the
project team to discover modus operandi and abuse vectors
• Provide key insights reports on abuse trends based on
o Independent assessment of review trends
o Specific research methodology prescribed as a part of project plan
• Develop a centralized repository of recommended actions and review in
regular cadence with the project team
• Help to develop standardized processes and tools to scale investigations
across abuse types.
Key Skills & Knowledge:
1. Minimum qualification of graduation from a government recognized
university.
2. Minimum tenure of 18+ months conducting research/investigations
3. Excellent written and verbal communication skills
4. Critical thinking ability to conduct independent investigative work
5. Ability to maintain composure in challenging & stressful situations
6. Proven ability to work with sensitive information and to follow procedure
when operating in a sensitive space.
7. First-class documentation skills
Profile 1 - Financial Investigations Background
Overview of Profile:
● Past experience in investigating online financial crimes
● Past experience investigating opaque corporate structures / shell companies
/ beneficial ownership
● Past experience using corporate registries / reviewing public databases to
identify individuals / companies behind an activity
● Past experience conducting CDD/KYC Investigations
● Past experience conducting open source intelligence research
● Past experience conducting interviews as part of research / investigations
Profile 2 - Journalist / Intel Background
● Past experience in investigative journalism
● Past experience conducting open source intelligence research
● Highly proficient in using tools commonly available online for research
● Past experience conducting interviews as part of research / investigations
● Skilled at synthesizing information from various sources and determining
the key takeaways.
QUALIFICATIONS : Graduate
|
|
Gurgaon
|
Communications Trainer II
|
MICROSOFT
|
10
|
Graduate
mandatory, minimum 1.5 years exp required. Excellent comm skills.
|
|
Vadodara
|
Trainer II
|
SBI
|
10
|
minimum 1
year ex as trainer, Prior Insurance experience required.
|
|
Gurgaon
|
Reporting Analyst
|
WFM- IBM
|
10
|
Proficiency
in MS Excel, MS Access and other MS Office components.Exp with data extraction
from various tool like CMS (Avaya/Genesys) or WFM tools (IEX).Excellent
knowledge on automation (Scripting and Macros),Excellent interpersonal and
communication skills (both written and spoken),Relevant MIS experience for
1-2 years in contact center industry,VBA/Scripting Macros exp would be an
added advantage.Adaptability to work in a 24*7 environment is a must.
|
|
Gurgaon
|
Data Analyst
|
WFM- IBM
|
9B
|
Graduate
with 6+ years of overall exp with 2-3 years of experience in Reporting and
Automation.• Good understanding of the all disciplines of WFM (Forecasting,
Resource Planning etc).• Preparing reports for WFM Leadership that
effectively communicate trends, patterns, and predictions using relevant
data.• An eye for design, with the ability to tell a clear story and make the
complex simple.
|
|
Gurgaon
|
Reporting Supervisor
|
WFM- IBM
|
9B
|
Should have
at least 5+ Years of exp in Contact Center industry.Experience of Power Bi/
Tableau/VBA and SQL.Hands on Exp of
WFM tool (IEX) / Telephony Tools ( Avaya/AWS/Genesys). Should have a
min of 3+ yrs. experience for a MIS as an individual contributor supporting
multiple Queues/Type/Geo
|
|
Gurgaon
|
Forecasting Analyst
|
WFM- IBM
|
9B
|
Core
forecasting experience 2+ years in BPO/Contact center environmentGood skill in
Mathematical and Statistical modelling (R-studio, python).• Hands on
experience of forecasting for large and complex attributes
|
|
Gurgaon
|
Forecasting Analyst
|
WFM- IBM
|
9B
|
Core forecasting
experience 2+ years in BPO/Contact center environmentGood skill in
Mathematical and Statistical modelling (R-studio, python).• Hands on
experience of forecasting for large and complex attributes
|
|
Gurgaon
|
Forecasting Manager
|
WFM- IBM
|
8B
|
Prefer
Graduate / Post Graduate (Honors in Statistics / Mathematics,Excellent
Interpersonal skills, Numerical ability and Communication skills,Should have
hands on exp on statistical forecasting methodologies (ARIMA/ Winter's
Holt's/Random Forest/Neural Networks/Machine Learning). Should have a min of
4+ years of people management experience for a Forecasting team supporting
multiple Queues/Type/Geo
|
|
Gurgaon
|
Planning Manager
|
WFM- IBM
|
8B
|
In depth
Knowledge of Call Center Metrics and their impacts on Capacity Plan &
financials of the business,Must have worked as a Capacity Planner handling
multiple queues and complexities,Should have at least 8+ Years of exp in
Contact Centers,Should have a min of 4+ years of people management experience
for a Capacity Planning team
|
|
Gurgaon
|
Reporting Manager
|
WFM- IBM
|
8B
|
Experience
of Power Bi, Tableau,VBA and SQL,Hands on Exp of WFM tool (IEX) / Telephony Tools (
Avaya/AWS/Genesys) ,Should have at least 8+ years of overall contact center
Exp,Should have a min of 4+ Years of people management experience for a MIS
team supporting multiple Queues/Type/Geo
|
|
Gurgaon
|
WFM Consultant
|
WFM- IBM
|
8A
|
Min 7+
years of experience in contact center,11. Min 2+ years of experience as WFM DM/Manager.9. Experience in SQL,
business intelligence and reporting platforms would be an added advantage,5.
Knowledge of WFM Tools (NICE WFM/Verint/Aspect
|
|
Gurgaon
|
Process Documentation
|
WFM- IBM
|
8B
|
Min 7+
Years of experience for Contact Center,12. Min 2+ years of experience as WFM DM/Manager.10. Expertise in creating
Visio Charts/Lucid Charts,5. Knowledge of WFM Tools (NICE WFM/Verint/Aspect
|
|
Gurgaon
|
Team Leader Operations
|
Facebook
|
9A
|
Roles
& Responsibilities –
· Managing a team of 20 to 25
FTE's
· Client/Customer/People Management
· Drive Performance in the team
to meet targets
· Manage the daily team
activities and ensure the daily operations run smoothly.
· Drive Team adherence and
manage monthly scheduling.
· Handling Escalations
· Manage key business metrics like SLA's and
CSAT
· Run reports & conduct a
thorough analysis of SLA misses.
· Drive Continuous Improvement
in the team along with metrics improvement
· Generate dashboard and
scorecards for the Team for review.
· Performance management and
appraisals for the entire Team.
· Weekly Reviews to the
Management on key deliverables.
· One-One with the team and
scheduled Monthly Team meetings.
· Feedback and Coaching
· Knowledge management for the team and
quality control
· Apply performance management
strategies - action plans, BQ planning
· Responsible for
people/employee career development
Generic & Behavioral Skills –
· Excellent verbal and written
communication skills.
· Should be willing to work in
shifts along with the team in customer business time.
· Overall should be a good team
player with willingness to learn and drive to achieve.
· Practice and focused on Metrics.
· Good Excel skills and
Reporting knowledge
· Should be able to drive
Continuous Improvement in process.
· Compliance - 100% IT-Sec and
on time and accurate ILC clocking in last 6 months
· Awareness on SLA/SLO Metrics
· Knowledge of current affairs
& geography
· Addtional Languange (Apart
from Hindi/English) will be preffered
· Experience of working in
Social Media/CoMo/Digital/E-Commerce will be preferred
|
|
Gurgaon
|
Sr. Quality Evaluator
|
Facebook
|
10
|
A
Responsibilities to include but not be limited the following
i. Partner with Facebook internal teams to ensure that decisions made by
Vendor’s content moderation staff are being regularly audited for accuracy
and that performance feedback is being shared with the responsible teams
ii. Work closely with Quality Leaders in office to aggregate, prioritize, and
report on the top issues impacting decision accuracy for each market and
vertical
iii. Support every aspect of internal audit quality from audit planning,
implementation, feedback and re-audit as required.
iv. Complete all audits in the required timeframe and provide timely and
usable feedback to ‘Agents’ to drive improved performance.
v. Proactively identify areas of our policies/operational guidelines
requiring training and working with training partners ensure gaps are filled
within given time frame.
vi. Collaborate with relevant Team Lead and Quality Manager for performance
enhancement of least performing personnel.
vii. Become and remain knowledgeable about Facebook products and community
standards
viii. Make well balanced decisions and personally driven to be an effective
advocate for our community
ix. Ensure awareness and understanding of Content Policy and operational
guideline updates
x. Mentor new Quality Analysts on the use of audit tools and systems
xi. Develop process documentation and aggregates feedback about the
functionality of audit tools
B Recommended Qualifications
i. Passion for providing 1:1 support to people with accuracy and empathy
ii. 2+ years' experience in a quality control environment
iii. Written and verbal language proficiency in English and at least one
local language supported at the site (see Section 2.3 and 6.1 for required
level).
iv. Strong practical experience with Excel (PivotTable, Charts, Statistical
functions) is essential
v. Experience with Tableau/Power BI or other similar tools is a plus
vi. Exceptional attention to detail and nuance
vii. Demonstrated ability to perform well in a highly dynamic, rapidly
changing environment
viii. Strong critical thinking and problem-solving skills
ix. Ability to multitask and work independently in an unstructured
environment
1.
|
|
Chandigarh
|
Sr. Quality Evaluator
|
MG MOTORS
|
10
|
Job
Description:
• Evaluate agent's effectiveness and implement corrective actions
• Evaluate Trainer/QA effectiveness and report to AM/DM/Manager
• Participate in calibration of Trainers, QAs and Voice Coaches within the
team
• Support Front Line Recruitment Teams to assess the quality of new hires
• Analyze and report findings
• Prepare TNA, publish and execute for 100% closure every month
• Conduct batches in cases of emergencies
• Communicate with other Functions and Clients
• Provide quality floor support, feedback, refresher and corrective training
• Track and report improvement
• Develop & publish Quality dashboards
• Audit Chat/email and Voice interactions on Product/process, Communication
and soft skills parameters
|
|
Chandigarh
|
Operations Manager I
|
HP
|
8A
|
PFB the
JD -
Roles & Responsibilities:-
• Responsible for end to end management of tele-sales operations seamlessly and
delivery of monthly sales targets and KPIs of all LOBs in the account
• Provide insights on existing data sets and analysis of the same for demand
generation and repeat sales
• Define and recommend appropriate strategy to achieve growth and productivity
• Analyze sales statistics to identify bottlenecks and determine business
growth potential
• Provide performance statistics and reporting to client as required
• Establish & Manage Relationships / Engagement with the Clients.
• Timely SLA delivery along with maintaining high levels of employee and
customer satisfaction
• Oversight of team – organizes resources, sets goals, carries out strategy
from Executives and client on a day to day basis; reporting responsibilities
• Responsible for following agreed governance model, escalation &
communication plan
• To ensure team members achieve agreed standards in relation to their job
assignments.
• To ensure training of new staff on the corporate policy rules to be adhered
to
• To ensure that the buddy system is put in place to maintain the operation
with minimal disruption in times of annual leave/sick leave/study leave and
daily working hour schedules
• To monitor and document work schedule of staff and absences.
• Build strong partnership with the client by growing and nurturing the
existing relationships to ensure operational cohesion & effective
foundation for future growth
• Taking weekly and monthly calls with clients to understand the expectations
from the teams and provided updates
• Ensure that all audit related issues are brought to a close
• Identify and drive continuous improvements and initiatives in process
• Coach & mentor Team lead so that they are able to manage their teams
better
• Hiring of leads and managers, training, inductions, employee & client
satisfaction scores, performance Appraisals and attrition management
• To ensure that all internal customer queries are followed up on a timely
basis
• Collaborate with internal teams.
• To be the Key contact for all problems and queries with specific business
assigned.
Essential Skills / Expertise required:-
• Successful Sales Management experience at Senior level
• Strong Data Analysis skills
• Action Oriented, Integrity and Trust, Perseverance
• Command Skills, Problem Solving, Drive for results, Standing along and
Directing Others
• Managing & measuring work
• Ability to handle pressure
• Very good finance and accounting skills
• Problem solving, analytical and data entry mastery
• Excellent verbal and written communications skill
• Strong external and management reporting skills
|
|
Mumbai
|
Team Leader, Operations
|
AXIS
|
9A
|
"""Job
Description for Assistant Manager – Voice Process
Education –
Graduate, Any specialization
Work Experience –
Minimum 1 year experience in collections or managing a collections portfolio
for a bank or NBFC.
Essential Skills –
Performance Management, Team Development, Team Motivation, Dialer Management,
Excel.
Responsibilities –
- Manage a team of telecallers and support staff to drive and achieve targets
as set by the business or clients.
- Manage people related metrics such as shrinkage and attrition by driving
employee engagement initiatives to motivate team members.
- Staffing and Rostering.
- Portfolio Management – Preparing DRR sheets, driving daily achievements,
determining health of portfolio, portfolio analysis basis customer
demographics.
- Micro level daily tracking of accounts/ leads along with account level
review on a daily basis
- Take corrective measures with cross functional stakeholders against
Internal process gaps if any impacting Portfolio / Process / Business
Performance
- Daily follow-ups on pending cases to maximize conversions.
- Resolving service issues impacting Portfolio Performance
- Update feedback trails on system wherever required and sending daily
reports to the concerned reporting head.
- To effectively manage all customer/ merchant related complaints and issues.
"""
|
|
Gurgaon
|
Operations Manager I
|
OPPO
|
8A
|
Job Description Section
Job Description – Manager Operations
Location – Gurgaon, India
Concentrix is a technology-enabled global business services company
specializing in customer engagement and improving business performance for
some of the world’s 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 www.concentrix.com to learn more.
Roles & Responsibilities:-
• Responsible for managing the operations seamlessly and timely SLA delivery
along with maintaining high levels of employee and customer satisfaction
• Establish & Manage Relationships / Engagement with the Clients.
• Oversight of team – organizes resources, sets goals, carries out strategy from Executives
and client on a day to day basis; reporting responsibilities
• Responsible for following agreed governance model, escalation &
communication plan
• To ensure team members achieve agreed standards in relation to their job
assignments.
• To ensure training of new staff on the corporate policy rules to be adhered
to
• To ensure that the buddy system is put in place to maintain the operation
with minimal disruption in times of annual leave/sick leave/study leave and
daily working hour schedules
• To monitor and document work schedule of staff and absences.
• Build strong partnership with the client by growing and nurturing the
existing relationships to ensure operational cohesion & effective
foundation for future growth
• Taking weekly and monthly calls with clients to understand the expectations
from the teams and provided updates
• Ensure that all audit related issues are brought to a close
• Identify and drive continuous improvements and initiatives in process
• Coach & mentor Team lead so that they are able to manage their teams
better
• Hiring of leads and managers, training, inductions, employee & client
satisfaction scores, performance Appraisals and attrition management
• To ensure that all internal customer queries are followed up on a timely basis
• Collaborate with internal teams.
• To be the Key contact for all problems and queries with specific business
assigned.
Essential Skills / Expertise required:-
• Action Oriented, Integrity and Trust, Perseverance
• Command Skills, Problem Solving, Drive for results, Standing along and
Directing Others
• Managing & measuring work
• Ability to handle pressure
• Very good finance and accounting skills
• Problem solving, analytical and data entry mastery
• Excellent verbal and written communications skills
• Strong external and management reporting skills
• Be a Product SME
|
|
Vadodara
|
Trainer I
|
BIRLA LIFE
|
11
|
1. Job
Description in the format (Educational qualifications, Essential skills + Responsibilities)
:
I. Key responsibilities:
v Conduct Product Training batches
v Ensure maximum throughput for each batch with minimal attrition
v Ensure that Process training is delivered effectively within the stipulated
timelines
v Participate in calibration of Trainers, QAs and Voice Coaches within the
team and with the TTBU training team
v Support Front Line Recruitment Teams to assess the quality of new hires
v Analyze and report findings for Process Training batches
v Conduct refreshers basis TNA , publish and execute for 100% closure every
month
v Meet the training requirements of the BU basis TNA
v Design & develop training processes (need identification to feedback
and follow through) in consultation with the training teams
v Communicate with other Functions and Clients
v Provide quality floor support, feedback, refresher and corrective training
v Track and report improvement
v Develop & implement a training calendar based on a robust training need
analysis
II. Desired Skills:
v Must be Graduate/bachelor’s degree
v 2 Years of experience as Trainer
v Excellent communication skills
v Fluency in English
v Should have Banking/Insurance/Mutual fund knowledge
v Proficient in MS Office
v Good people management , Interpersonal skills and Team work
v Continuous Process Orientation
v Ability to prioritize
v Ability to meet deadlines
v Detail oriented
v Ability to work under pressure
v Time Management
|
|
Mumbai
|
Team Leader, FAO
|
FAO - Amherst
|
9A
|
Qualification
-BCOM/Inter CA
Job Description Summary
Will be responsible for identifying enhancements to internal control
activities, mitigating risks and improving operational efficiencies with
process improvement recommendations.
5 years plus experience in Internal Audit Function
Job Description
• Execute Internal Audit projects as components of the Internal Audit Plan,
special management requests, advisory work, process improvement consulting
and various follow-up activities;
• Assist the Head of Internal Audit in development and execution of an annual
risk assessment and internal audit plan;
• Assist the Head of Internal Audit with design and implementation of the
Internal Audit Methodology, including development of supporting policies,
procedures, reporting templates and other infrastructure related items;
• Perform planning, fieldwork and reporting on executed audit projects;
• Develop planning memos, risk and control matrices and audit programs for
each audit project; and
• Create Internal Audit reporting for the Audit Committee and executive
management;
Additional Job Description
Technical skills – Good analytical skills with proven track record on
operational improvements; MS Office expertise
Communication skills – Very Good considering US client stakeholders
Qualification
-BCOM/Inter CA
Job Description Summary
Will be responsible for identifying enhancements to internal control
activities, mitigating risks and improving operational efficiencies with
process improvement recommendations.
5 years plus experience in Internal Audit Function
Job Description
• Execute Internal Audit projects as components of the Internal Audit Plan,
special management requests, advisory work, process improvement consulting
and various follow-up activities;
• Assist the Head of Internal Audit in development and execution of an annual
risk assessment and internal audit plan;
• Assist the Head of Internal Audit with design and implementation of the
Internal Audit Methodology, including development of supporting policies,
procedures, reporting templates and other infrastructure related items;
• Perform planning, fieldwork and reporting on executed audit projects;
• Develop planning memos, risk and control matrices and audit programs for
each audit project; and
• Create Internal Audit reporting for the Audit Committee and executive
management;
Additional Job Description
Technical skills – Good analytical skills with proven track record on
operational improvements; MS Office expertise
Communication skills – Very Good considering US client stakeholders
|
|
Vadodara
|
Team Leader, Operations
|
ADTY BIRLA
|
9A
|
Key
Responsibilities :
· Manage a team of 20 FTE's
· Client/Customer/People Management
· Drive Performance in the team to meet targets
· Manage the daily team activities and ensure the daily operations run
smoothly.
· Drive Team adherence and manage monthly scheduling.
· Handle customer escalations
· Drive Sales oriented approach on floor
· Recommends changes to current sales techniques or procedures based on team
performance & new selling techniques.
· Performance management and appraisals for the entire Team.
· Present Weekly Reviews to the Management on key deliverables.
· One-One with the team and scheduled Monthly Team meetings.
· Provide Feedback and Coaching
· Knowledge management for the team and quality control
· Apply performance management strategies - action plans, BQ planning
· Responsible for people/employee career development
· Manage Attrition as per process / organization standards
Desired Skills:
· Should have sales experience of atleast 1 year in Insurance industry
· Excellent verbal and written communication skills.
· Should be willing to work in shifts along with the team in customer
business time.
· Overall should be a good team player with willingness to learn and drive to
achieve.
· Practice and focused on Metrics.
· Good Excel skills and Reporting knowledge
· Should be able to drive Continuous Improvement in process.
· Awareness on SLA/SLO Metrics
· Minimum experience of 1 year as TL or 2 years as SME / QA / Trainer
|
|
Gurgaon
|
Sr. Quality Evaluator
|
WHEELZ
|
10
|
Responsibilities:-
• High performance delivery on all quality parameters
• Audit chats/email interactions on Product/process, Communication and soft
skills parameters
• Conduct audits and feedback for the targeted population with the objective
of improving scores for training throughput or conversion
• Data analysis and making designated reports/decks
• Participate in calibrations to ensure consistent scoring & feedback
delivery approach
• Communicate to heighten awareness and focus on importance of positive
customer experience
• Make recommendations and drive process improvement
• Reduce learning curve and help enhance product/process knowledge of new
joinees
• Ensure that internal policies, procedures, and compliance regulations are
being followed
• Customer/Client Interactions by using process knowledge and highlighting
key areas to work on
• Prepare TNA, publish and execute for 100% closure
• Real Time Support (Production/Live Support) on the floor as per the
business requirement
Desired Skills:
• Must understand Audit & Coaching process
• Excellent writing and comprehension skills
• Extremely good verbal & written communications skills
• Technical knowledge of English communication - sentence construction,
grammar, punctuation etc.
• Effective Presentation, Feedback & Coaching skills
• Hands on experience on MS-Office; preferably on MS-Excel and Power Point
• Customer orientation and Customer Service Attitude
• Effective problem-solving skills and Highly energetic & enthusiastic
• Interpersonal skills and Team work
• Ability to handle/analyse data to generate Quantitative and Qualitative
analysis
• Must have the ability to work under pressure and should be willing to work
in 24/7 shifts (Day and Night Shifts - Rotational) with no fixed week offs
with flexibilityabout working on weekly offs when required
|
|
Pune
|
Sr. Quality Evaluator
|
HP
|
10
|
PFA the
JD for QA – HP
Job Profile (New)
• The Quality Auditor is
responsible for monitoring and evaluating inbound and/or outbound calls and other
customer contact methods (e.g. email, chat) for accuracy and adherence to
established quality standards. As an output of assessing quality standards,
provide insight to customers to contribute to program performance
improvements.
• Monitors, evaluates and / or
audits a sampling of inbound and/or outbound calls and other contact methods
including chat and email
• Meet departmental
productivity requirements (e.g. number of calls monitored per month, number
of emails evaluated, etc.) and reports results of evaluations to appropriate
Business stakeholders (Quality Leadership, Delivery Team, Client, Account
Management, and Resource Unit partners)
• Participates in calibration
sessions/call listening sessions with Quality Leadership staff, Delivery,
Program Management and clients to ensure scoring consistency and best
practices
• Participates in internal
quality audits (e.g. periodic audits of existing processes to determine
process control and efficiencies) designed to improve overall contact quality
and recommend changes
• Maintains strong program
knowledge base; basic understanding of client products, services and/or
program strategies
• Participate in quality task
forces with Business stakeholders (Quality Leadership, Operations, Client,
Account Management, and Resource Unit partners); Complete phone time to keep current on
programs (as applicable)
• Contribute to maintaining
forms and legends documents
• Support management focus on
review of key drivers, metrics and operational processes (including Training)
that drive Balanced Scorecards and count profitability goals
|
|
Gurgaon
|
Wellness Officer
|
Facebook
|
9A/8A
|
licensed
mental health expert with relevant clinical experience - 3+ years exp as wellness
coach/officer/ psychologist /senior psychologist
|
|
Gurgaon
|
Associate, Real Time Management
|
SUPPORT
|
10
|
2+ years
exp(WFM/Non WFM), Good Communication skills, willing to work 24*7
|
|
Pune
|
Manager I, Quality
|
FLIPKART
|
8A
|
3+ years
exp as DM, Quality or Quality Manager in a BPO
|
|
Gurgaon
|
Associate, Real Time Management
|
SUPPORT
|
10
|
2+ years
exp(WFM/Non WFM), Good Communication skills, willing to work 24*7
|
|
Gurgaon
|
Associate, Real Time Management
|
SUPPORT
|
10
|
2+ years
exp(WFM/Non WFM), Good Communication skills, willing to work 24*7
|
|
Gurgaon
|
Sr. Advisor I, Transaction Processing
|
GOOGLE
|
10
|
Min
Graduate on Russian
|
|
Mumbai
|
Service Delivery Manager I, FAO
|
FAO - Hyve
|
8A
|
CA is
must 4+ years exp in month end closing, Exposure to Audit function, TAx and
Treasury , Intercompany accounting, Exposure to US Accounting Standards,• Strong
exposure to Import and Export operation
|
|
Gurgaon
|
Associate, Real Time Management
|
SUPPORT
|
10
|
2+ years
exp(WFM/Non WFM), Good Communication skills, willing to work 24*7
|
No comments:
Post a Comment