Hexaware Technologies | Manager

3 days ago

navi mumbai, India Hexaware Technologies Full time
Urgent Opening for Hexaware Technologies_ Mumbai
Education
Mandatory: Graduate from any stream.
Experience
Minimum 5 to 7 Years
Soft Skills: (Job related)
Key Responsibilities
Solid understanding of WFM fundamentals. Proven experience in the design, development and implementation of strategic workforce planning with a very strong focus and ability to execute in a diverse/matrixed organizational environment.
This position is responsible for establishing procedures and processes for the location associated with staffing, scheduling, forecasting and planning.
Responsible for design and implementation of scheduling and capacity planning to support contact center locations.
Build, develop and lead Resource Planning into a highly responsive team that meets the required standards and deliver on critical staff planning activities:
1) Planning for the day (volume forecasting, staff scheduling),
2) Planning for the Week (making scheduling adjustments including OT plans)
3) Forecasting for the month and
4) Measuring results.
Ensure clear goals, objectives, and performance standards are established and communicated across all levels within the team and for cross-functional partners.
Develop/manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translate this information into hiring forecasts and staff schedules. Optimize schedule placement to best match volume arrival patterns.
Analyze volume drivers by source, handle time, root cause to effectively identify event avoidance and contact reduction opportunities.
Utilize forecasting/staffing information to properly support the contact center Operations in terms of seat capacity, work locations, workstations, hardware, etc.
Regularly review team procedures and process flows to ensure that they meet guidelines.
Participate in special projects as needed and perform other duties as assigned.
Ensures adherence with all key performance indicators for assigned lines of business (including, but not limited to, contractual SLAs, call quality scores, and schedule adherence)
Review weekly staff plan with recruiting, operations, finance and executive leadership
Attends daily, weekly and monthly staff and operational meetings as requested.
Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the contact center operations.
Provide constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures.
Manage internal communications process.
Partner with various business verticals to enhance WFM support in newer and unexplored disciplines
Propose, Plan and Implement new WFM capabilities and initiatives with Executive Leadership.
Periodically review WFM progress based on the strategic direction.
Responsible for setting strategic direction for all disciplines.
Define and communicate Governance Structure, objectives and operational guiding principles.
Should aim at reducing costs, improve service levels, optimize customer satisfaction
Highly developed project management skills and proven ability to deliver organizational projects within designated timelines
Highly developed interpersonal skills with the ability to establish and maintain positive working relationships with stakeholders and clients at all levels including people of different cultures.
has context menu
Willingness to work in rotational shift
Certification – WFM Certification or any certification under this umbrella will be a value add.
Key Contact
Other BPO, advertisements, job fairs, typing institutes, college campus, training institutes etc...
Interested candidates can share their CV's on

  • Communication Skills Trainer

    5 days ago

    Navi Mumbai, Maharashtra, India Hexaware Technologies Full time

    Job Summary">We are seeking a highly skilled Communication Skills Trainer to join our team at Hexaware Technologies. As a Communication Skills Trainer, you will be responsible for designing and delivering training programs that enhance the communication skills of our employees.About the Role">Develop and deliver customized training programs on communication...

  • Hexaware Technologies | Lead Trainer

    4 days ago

    navi mumbai, India Hexaware Technologies Full time

    Lead Trainer - V&A/Communication TrainerJob Description - Voice and Accent TrainerYears of experience - 5 to 10 yearsLocation - Ghansoli, Navi MumbaiDepartment: TrainingIn this role, she/he will be responsible for training both newly hired and existing employees on designated modules, as well as developing engaging content for these...

  • Hexaware Technologies | Dotnet | mumbai

    3 weeks ago

    mumbai, India Hexaware Technologies Full time

    Dear Candidate, We are hiring for Dotnet Application Support Role Exp: 2-12 yrs ( Associate, Specialist and Lead) Skill : .Net, .Net Core, MVC,Oracle 19c Location: Mumbai, Dehradun. If your Interested please share resume to a bithar@hexaware.com. Walkin Interview : Mumbai & Dehradun (Hexaware Office)-30/Nov Job Description: Associate. Must to...

  • Hexaware Technologies | Deputy Manager_Transition_Mumbai

    4 weeks ago

    mumbai, India Hexaware Technologies Full time

    Job Description -10-16 years of experience with 4+ years of relevant Transition Experience across back office / data cycle management transitionsThe identified resource would be part of the Transition team, which is primarily responsible migration of business processes, for New and Existing Clients, to a Hexaware delivery locationWill be required to...

  • Hexaware Technologies | Deputy Manager_Transition_Mumbai

    4 weeks ago

    mumbai, India Hexaware Technologies Full time

    Job Description - 10-16 years of experience with 4+ years of relevant Transition Experience across back office / data cycle management transitions The identified resource would be part of the Transition team, which is primarily responsible migration of business processes, for New and Existing Clients, to a Hexaware delivery location Will be required to...

  • Hexaware Technologies | Dotnet | mumbai

    3 weeks ago

    mumbai, India Hexaware Technologies Full time

    Dear Candidate,We are hiring for Dotnet Application Support RoleExp: 2-12 yrs ( Associate, Specialist and Lead)Skill : .Net, .Net Core, MVC,Oracle 19cLocation: Mumbai, Dehradun.If your Interested please share resume to a Walkin Interview : Mumbai & Dehradun (Hexaware Office)-30/NovJob Description:Associate.Must to Have:−Working knowledge on .Net,(C#,...

  • Hexaware Technologies | Lead Trainer

    4 days ago

    navi mumbai, India Hexaware Technologies Full time

    Lead Trainer - V&A/Communication Trainer Job Description - Voice and Accent Trainer Years of experience - 5 to 10 years Location - Ghansoli, Navi Mumbai Department: Training In this role, she/he will be responsible for training both newly hired and existing employees on designated modules, as well as developing engaging content for these sessions....

  • Lead Residual Risk Management Specialist

    7 days ago

    Navi Mumbai, Maharashtra, India Hexaware Technologies Full time

    Hexaware Technologies seeks a seasoned risk management professional to fill the role of Lead Residual Risk Management Specialist. This position involves overseeing the identification, assessment, and mitigation of residual risks that may impact our organization.Job OverviewThe successful candidate will be responsible for conducting regular risk assessments,...

  • Hexaware Technologies | Openings for Senior Quality Analyst

    2 weeks ago

    navi mumbai, India Hexaware Technologies Full time

    Openings for Senior Quality Analyst / Coach Quality!Location - Ghansoli, Navi Mumbai.Years of experience - 4 to 8 yearsJob responsibilities:Should possess excellent communication and interpersonal skills (this is non-negotiable as the client is expecting the supervisors to be in the position to train and coach people on communication opportunities).Once...

  • Hexaware Technologies | Dotnet | mumbai

    3 weeks ago

    mumbai, India Hexaware Technologies Full time

    Dear Candidate,We are hiring for Dotnet Application Support RoleExp: 2-12 yrs ( Associate, Specialist and Lead)Skill : .Net, .Net Core, MVC,Oracle 19cLocation: Mumbai, Dehradun.If your Interested please share resume to abithar@hexaware.com. Walkin Interview: Mumbai & Dehradun (Hexaware Office)-30/NovJob Description: Associate.Must to Have:−Working...

  • Hexaware Technologies | Openings for Senior Lead, Residual Risk

    2 weeks ago

    navi mumbai, India Hexaware Technologies Full time

    Openings for Senior Lead, Residual Risk & Fraud Risk Management!.Location - Ghansoli, Navi Mumbai.Key Responsibilities:Plan and conduct regular Residual Risk & Fraud Risk Assessment and assess risks to determine the Risk ProfileFollow the Residual & Fraud reporting process and coordinated approach for investigation with the closure of findings or observation...

  • Hexaware Technologies | Application Support Specialist | mumbai

    3 weeks ago

    mumbai, India Hexaware Technologies Full time

    Dear Candidate,We are hiring!!..Exp : 2-12 Yrs. ( Associate, Specialist & Lead)Location: Mumbai, Dehradun.Interested please share resume to abithar@hexaware.com.Walkin Interview in Mumbai, Dehradun - Hexaware Office ( 30-Nov-24)JD:‒Experience in Flutter, ReactJS, Node.js, PostgreSQL, Bootstrap−Experience in XSLT/ XSD/ XML (Creation of Schema and...

  • Hexaware Technologies | Openings for Senior Lead, Residual Risk

    2 weeks ago

    navi mumbai, India Hexaware Technologies Full time

    Openings for Senior Lead, Residual Risk & Fraud Risk Management!. Location - Ghansoli, Navi Mumbai. Key Responsibilities: Plan and conduct regular Residual Risk & Fraud Risk Assessment and assess risks to determine the Risk Profile Follow the Residual & Fraud reporting process and coordinated approach for investigation with the closure of findings or...

  • Strategic Payroll and Compliance Manager

    1 day ago

    Navi Mumbai, Maharashtra, India Hexaware Technologies Full time

    About Hexaware Technologies">Hexaware Technologies is a leading IT services provider with a strong presence in Navi Mumbai.Salary Range: ₹800,000 - ₹1,200,000 per annumJob Description:We are seeking an experienced Assistant Manager to join our team in Navi Mumbai. As a key member of our payroll and compliance team, you will be responsible for managing...

  • Hexaware Technologies | Openings for Lead Voice

    2 weeks ago

    navi mumbai, India Hexaware Technologies Full time

    Openings for Lead Voice & Accent Trainer / Communication Trainer:Job Description - Voice and Accent TrainerYears of exp - 5 to 10 yearsLocation - Ghansoli, Navi MumbaiDepartment: TEDIn this role, she/he will be responsible for training both newly hired and existing employees on designated modules, as well as developing engaging content for these...

  • Hexaware Technologies | Openings for Lead Voice

    2 weeks ago

    navi mumbai, India Hexaware Technologies Full time

    Openings for Lead Voice & Accent Trainer / Communication Trainer: Job Description - Voice and Accent Trainer Years of exp - 5 to 10 years Location - Ghansoli, Navi Mumbai Department: TED In this role, she/he will be responsible for training both newly hired and existing employees on designated modules, as well as developing engaging content for these...

  • Corporate Sales Executive

    6 months ago

    Navi Mumbai, India Hexaware Technologies Full time

    **Company Name**: Hexaware Technologies - **Process**: Corporate sales - Banking Products (Insurance) - **Department**:Customer Support - **Qualification**: HSC/Graduation - **Experience: 6 Months** (mandatory) - **Job Timings**: 9AM - 9PM (Any 9hrs) - 1 rotational week off - **Work location**: Hexaware Technologies, Bldg. No. 3, Sector - 2, MBP "A" Block,...

  • Email Support Executive

    6 months ago

    Navi Mumbai, India Hexaware Technologies Full time

    _**HEXAWARE IS HIRING FOR EMAIL PROCESS**:_ - **Company Name**:Hexaware Technologies - **Department**: Customer Support - **Education**: HSC/Graduation (All the documents are necessary) - **Experience**:6 Months (mandatory)**: - **Timings**: 9AM - 9PM (Any 9 hours) - 1 Rotational week off - _Ambarnath - Ghatkopar (Central line)_ - _Thane - Panvel (Trans...

  • Corporate Sales Executive

    6 months ago

    Navi Mumbai, India Hexaware Technologies Full time

    **Company Name**: Hexaware Technologies - **Process**: DIGINSURANCE (Sales) - **Department**:Corporate Sales - **Qualification**: HSC/Graduation - **Experience: 6 Months** (mandatory) - **Job Timings**: 9AM - 9PM (Any 9hrs) - 1 rotational week off - **Work location**: Hexaware Technologies, Bldg. No. 3, Sector - 2, MBP "A" Block, TTC Industrial Area, Mahape,...

  • Inbound Customer Service Representative

    6 months ago

    Navi Mumbai, India Hexaware Technologies Full time

    _**Hexaware is hiring for inbound voice process**:_ - **Company Name**: Hexaware Technologies (Ghansoli) - **Vertical**:Inbound Voice Process - **Process**: Customer Service Management - Payment Gateway - **Shift timings**: Day Rotational shift between 7:00AM to 12:00AM (Any 9 hours) - **Process: Inbound customer service only**: - **Qualification**:...