• 5+ years of WFM Experience with Scheduling, Planning and Forecasting.
• Creates and manages new short-term and long-term forecasts based on historical information on volume, trends, levels and seasonality and utilizing various forecasting methodologies.
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
• Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
• Produces call volume forecasts on a daily, weekly, monthly, and annual basis for multi-site operation.
• Working knowledge of WFM tools like IEX and Verint is a must.
• Advanced Excel knowledge is compulsory; Advanced tools like Python, R etc. will be an asset.
• Ability to generate forecasts for businesses with no historical data using forecasting insights gained through industry expertise and existing use cases.
• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
• Ability to perform forecasting in a contact Centre environment and schedule to those needs is a must.
• Clear communication skills to manage client and stakeholder conversations.
• Graduate in Mathematics, Science, Statistics, or related field.
• Team player as well as a skilled individual contributor.
• Excellent knowledge of Excel. Knowledge of VBA and Macros would be an added advantage.
• Proficient in MS Office tools such as Word, PowerPoint, and Outlook.

Experience in Years:

• 5+ Years

• 6+ years of WFM Experience with hands-on experience of IEX and CXOne.
• Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage.
• Advanced Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook.
• Experience with tools like Python, R etc. will be an added advantage.
• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
• Team player as well as a skilled individual contributor.
• Excellent interpersonal and communication skills to manage team, client, and stakeholder conversations.
• People management and ability to get work done under high pressure situations.
• Ability to work on flexible schedules aimed at supporting a 24×7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week.
• Manage a team of RTA analysts to ensure business continuity through outage and event management along with business-as-usual KPIs.
• Agent schedule adherence and queue management using WFM tools and call-out non-adherence activities to business and operations teams.
• Enforce schedule adherence and KPI deliveries such as Service Level, AHT, Abandon, and ASA.
• Monitor skilling changes for various units within a business to effectively manage channels/units based on dynamic requirements.
• Suggest recommendations to WFM units as well as Operations to manage Overtime, VTOs, Same day ATOs and other offline activities based on intraday performance.
• Create intraday and historical reporting to share business KPI delivery with stakeholders.
• Create ad-hoc reports for real-time analysis on deviations to forecast, plans or schedules.
• Create and present performance review presentations to stakeholders with statistical and analytical insights.

Experience in Years:

• 6+ Years

• 2+ years of RTA Experience with hands-on experience of IEX and CXOne.
• Oversee all real-time WFM activities to ensure operational and client goals are met
• Implement analysis and reporting via WFM tools available
• Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team.
• Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.
• Reporting of information such as call volumes, SL and abandon rates as and when required by the business.
• Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage.
• Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook.
• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
• Clear communication skills to manage client and stakeholder conversations.
• Team player as well as a skilled individual contributor.
• Ability to work on flexible schedules aimed at supporting a 24×7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week.

Experience in Years:

• 3-5 Years

• 3+ years of WFM Experience with RTA and Scheduling.
• Resource Planning experience is preferred.
• A working knowledge of WFM tools for scheduling, such as IEX and Verint is a must. Other WFM tool knowledge is an added advantage.
• Advanced Excel knowledge is compulsory; Advanced tools like Python, R etc. will be an asset.
• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
• Clear communication skills to manage client and stakeholder conversations.
• Team player as well as a skilled individual contributor.
• Excellent knowledge of Excel. Knowledge of VBA and Macros would be an added advantage.
• Proficient in MS Office tools such as Word, PowerPoint, and Outlook.

Experience in Years:

• 3+ Years

• Excellent communication skills
• Basic knowledge in MS Office (Excel)
• Basic knowledge of E-commerce. Experience in working Global marketplaces. Preferably US online marketplaces.
• Basic knowledge of Product Categorization, Attribution, etc.
• Knowledge of Item Setup/Cataloging Team handling experience will be an added advantage
• Attention to Detail, Ability to work under pressure and manage tight deadlines, Good analytical skills, Team Player, Flexible, should be able to work independently and take ownership of his/her activities.
• Ensure the accuracy, completeness, and consistency of product information, including attributes, descriptions, images, and specifications
• Implement and enforce data governance policies and standards to maintain data integrity
• Conduct regular audits and quality checks to identify and resolve any data discrepancies or errors
• Flexible with both day and night shift

• Have atleast 1 year of experience in to Ecommerce
• Having experience in determining product pricing or offers in online marketplaces are prefered
• Having experience in excel and data analysing is prefered
• Ready to work from office and ready to work in both day and night shifts

• Must have 1+ Years experience in Ecommerce Content Writting
• Should have worked with international client
• Ready to work from office and ready for day rotational shift

• Must have atleast 1 year of experience in Ecommerce
• Have experience in item setup, cataloging, content upgradation etc.
• Having experience in offer listing quality is prefered
• Ready to work from office and ready for day rotational shift

• Having 1+ Years experience in Ecommerce Seller Support is preferrable
• Should have handled international clients over phone calls specifically into direct sales or after sales are prefered
• Ready to work from office and as per US timeline

• Must have atleast 5+ years experience into Ecommerce and have handled international clients (Preferably US)
• Have knowledge on cataloging,item setup,quality check etc.
• Have atleast 2 years of team handling experience and have handled internal clients
• Basic knowledge on SEO, Google Adwords will be an added advantage
• Ready to work from office and as per US timeline

• Need to have good knowledge in IT Infra / VDI , server handling linux / Windows Server / AD / Nutanix / Backup server knowledge

• Good at prospecting
• Minimum 5 years’ experience in B2B BPO services sales to companies in USA.
• Should have experience in making Sales pitches to Mid-level / Director-level.

• Excellent communication skills
• Basic knowledge in MS Office (Excel)
• Basic knowledge of E-commerce. Experience in working Global marketplaces. Preferably US online marketplaces.
• Basic knowledge of Product Categorization, Attribution, etc.
• Knowledge of Item Setup/Cataloging Team handling experience will be an added advantage
• Attention to Detail, Ability to work under pressure and manage tight deadlines, Good analytical skills, Team Player, Flexible, should be able to work independently and take ownership of his/her activities.
• Ensure the accuracy, completeness, and consistency of product information, including attributes, descriptions, images, and specifications
• Implement and enforce data governance policies and standards to maintain data integrity
• Conduct regular audits and quality checks to identify and resolve any data discrepancies or errors
• Flexible with both day and night shift

• Experience in Operations for E-commerce vertical
• Ensure management of all aspects of service delivery, stakeholder management & operational budgets
• Ensure fulfilment of client deliverables as per client SLAs
• Experience in managing people, finance and resources
• Should be willing to take up long term international deputation as per business requirements

• 6+ years of WFM Experience with Scheduling and Forecasting.
• Capacity Planning experience is preferred.
• Working knowledge of WFM tools like IEX and Verint is a must.
• Advanced Excel knowledge is compulsory; Working knowledge on advanced tools like Python, R etc. would be preferable.
• Data Science acumen would be an asset
• Complete understanding of overall operational activities including phone, email, chat, community and social media support
• Ability to perform forecasting in a contact center environment and schedule to those needs is a must.
• Clear communication skills to manage client and stakeholder conversations.
• Team player as well as a skilled individual contributor
• Graduate in Mathematics, Science, Statistics or related field.

• 4+ years of WFM Experience with Scheduling and Planning.
• Added advantage if candidate has forecasting experience.
• Working knowledge of WFM tools like IEX and Verint is a must.
• Advanced Excel knowledge is compulsory; Advanced tools like Python, R etc. will be an asset.
• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
• Ability to perform forecasting in a contact center environment and schedule to those needs is a must.
• Clear communication skills to manage client and stakeholder conversations.
• Graduate in Mathematics, Science, Statistics, or related field.
• Team player as well as a skilled individual contributor.
• Excellent knowledge of Excel. Knowledge of VBA and Macros would be an added advantage.
• Proficient in MS Office tools such as Word, PowerPoint, and Outlook.

• Worked in Senior Leadership roles in Workforce Management for at least 8+ years
• Functional knowledge of at least more than couple or Workforce Management solutions such as IEX – NICE, Aspect, Verint, InContact, etc
• Lead and manage a team of 3-5 Workforce Managers and 50+ Workforce Management resources: responsible for the overall direction and performance of the teams
• Advanced knowledge of Excel, strong presentation skills, and the ability to motivate and inspire large groups of people are a must
• Effectively work with Sales and Presales to help build new proposals, presentations, etc
• Should be able to communicate with senior level connects at prospect and clients and help to win new deals and grow existing business as an SME
• Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within the organizational unit
• Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments
• Owner/co-owner for flexibility and efficiency related initiatives/goals at the site and responsible for initiating best practice sharing at a global level.
• Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
• Work to build and maintain customer/stakeholder trust
• Solving complex customer support issues and proactively heading off negative service trends
• Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement is strongly preferred.

• 2+ years of RTA Experience with hands-on experience of IEX and inContact or similar WFM tools
• Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage.
• Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook.
• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
• Clear communication skills to manage client and stakeholder conversations.
• Team player as well as a skilled individual contributor.
• Ability to work on flexible schedules aimed at supporting a 24×7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week.

• 4+ years of WFM Experience with RTA and Scheduling.
• Resource Planning experience is preferred.
• A working knowledge of WFM tools for scheduling, such as IEX and Verint is a must. Other WFM tool knowledge is an added advantage
• Advanced Excel knowledge is compulsory; Advanced tools like Python, R etc. will be an asset.
• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
• Clear communication skills to manage client and stakeholder conversations.
• Team player as well as a skilled individual contributor.
• Excellent knowledge of Excel. Knowledge of VBA and Macros would be an added advantage.
• Proficient in MS Office tools such as Word, PowerPoint, and Outlook

• Build teams of qualified freelance writers and editors on a per-project basis, during pre-launch phase and throughout project duration as needed. 
• Act as editorial lead on assigned projects, including oversight of assigned staff and freelancers, providing guidance, and troubleshooting issues to keep projects on track. 
• Attend client-facing meetings as editorial lead, to communicate project updates, provide information and expertise, and maintain client satisfaction. 
• Evaluate and revise content to ensure adherence to client expectations, including QA & QC measures. Create content when needed. 
• Perform final review of product before submission to client. 
• Conduct research and fact-check content when needed. 
• Correlate content to national and state standards, when needed. 

Account Management:

Project Management:
With support from supervisor/project manager:

Location:

• US based in East Coast or Central time zone only with work hours in Eastern time, remote, or availability to work from Norwell, MA location 
• Availability for video/phone conference during Eastern business hours 

Industry:

• Editorial
• Publishing 
• Education 

Employment Type:

• Full-time

• Mastering the realms of #Python / #Scala / #Java
• Setting ablaze with #PyTorch / #PySpark / #TensorFlow / #Keras
• Navigating the cosmos of #DeepLearning Algorithms
• Sharpshooting #ModelOptimization
• Experience working with #SpaCy, #NLTK, or #CoreNLP
• Riding the waves of #HuggingFace transformers
• Crafting and optimizing #NLP masterpieces with #Transformers, #GRUs, #LSTMs, #BERT
• Your Mission, Should You Choose to Accept:
• Lead projects from coding inception to production stardom
• Surf the data waves, steering towards optimization and excellence

• Min 2+ yrs experience inEPUB 3, HTML 5 , CSS 3
• Hands on experience in Accessibility, Xml
• Sound knowledge in MS- Excel
• Good Communication skills
• Flexible to work in shifts