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    3 jobs found for Communications in West Bengal

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      • kolkata, west bengal
      • permanent
      Roles & Responsibilities- Phonebanking – Outbound Process ManagerEnsuring that the right level of competency is available in order to drive best in class service deliveryQuality, ensuring that KPIs are tracked and actioned in order to drive service delivery excellenceConduct analysis of key results KPI (ACHT/Abandoned %/ CSAT scores/ASA/Shrinkage%) and business metrics on a regular basis to ensure that all deliverables meet or exceed expectationsDetermines operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses;Defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.Maintain and improve operations by monitoring operational performance; identifying and resolving problems; preparing and completing action plans; root cause analysisOwn and drive regular updates to ensure knowledge level of team is continuously updatedResponsible for managing the overall quality monitoring/auditing, preparing and providing adequate feedback to ensure process complianceDevelopment of operational strategies, conducting of periodic assessments and review of capacity planning to ensure availability of resources and IT system to support business plansRegular feedback to quality, ops and training teams enhance the overall customer experienceIdentify root causes and share analysis through reports presentationsIdentify improvement opportunities, develop and drive appropriate action plans for enhancement quality, service indicators and utilization of the resourcesResponsible for retention and shrinkage control.Skill setDeep domain expertise in Voice/ outbound contact centre and operations.Hands on experience of managing SLAs and KPIsExcellent inter-personal and people management skills, with an ability to lead the team from the front; should have handled large teams (100+ Agents)Good Analytical Skills; Expertise in analysing data, creating models using excel and other toolsExcellent Communications skills, both verbal and Non-Verbal.Eye for detail - Ability to identify potential failure modesAnalytical and problem-solving ability Desired Skill Sets / Preferred AttributesGood knowledge of Cross sell/ Recovery / LAP / Credit Card Sales/ Lead generations/ Opportunity conversions.Experience of handling large team of 100+ members.Experience of working in tools of CRM.Work Experience10 + years’ experience in working in Outbound process of Contact CentresExperience in working in Banking domain preferableExperience in process improvement preferable in digital platforms Technical SkillsUnderstanding of Industry Quality Tools/service metricsAdvance knowledge of MS office and presentation skills
      Roles & Responsibilities- Phonebanking – Outbound Process ManagerEnsuring that the right level of competency is available in order to drive best in class service deliveryQuality, ensuring that KPIs are tracked and actioned in order to drive service delivery excellenceConduct analysis of key results KPI (ACHT/Abandoned %/ CSAT scores/ASA/Shrinkage%) and business metrics on a regular basis to ensure that all deliverables meet or exceed expectationsDetermines operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses;Defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.Maintain and improve operations by monitoring operational performance; identifying and resolving problems; preparing and completing action plans; root cause analysisOwn and drive regular updates to ensure knowledge level of team is continuously updatedResponsible for managing the overall quality monitoring/auditing, preparing and providing adequate feedback to ensure process complianceDevelopment of operational strategies, conducting of periodic assessments and review of capacity planning to ensure availability of resources and IT system to support business plansRegular feedback to quality, ops and training teams enhance the overall customer experienceIdentify root causes and share analysis through reports presentationsIdentify improvement opportunities, develop and drive appropriate action plans for enhancement quality, service indicators and utilization of the resourcesResponsible for retention and shrinkage control.Skill setDeep domain expertise in Voice/ outbound contact centre and operations.Hands on experience of managing SLAs and KPIsExcellent inter-personal and people management skills, with an ability to lead the team from the front; should have handled large teams (100+ Agents)Good Analytical Skills; Expertise in analysing data, creating models using excel and other toolsExcellent Communications skills, both verbal and Non-Verbal.Eye for detail - Ability to identify potential failure modesAnalytical and problem-solving ability Desired Skill Sets / Preferred AttributesGood knowledge of Cross sell/ Recovery / LAP / Credit Card Sales/ Lead generations/ Opportunity conversions.Experience of handling large team of 100+ members.Experience of working in tools of CRM.Work Experience10 + years’ experience in working in Outbound process of Contact CentresExperience in working in Banking domain preferableExperience in process improvement preferable in digital platforms Technical SkillsUnderstanding of Industry Quality Tools/service metricsAdvance knowledge of MS office and presentation skills
      • durgapur, west bengal
      • permanent
      Responsibilities:Formulates strategic planning processes for scheduling and monitoring the project progress and performance.Revises priorities in accordance with changing project requirements and situation.Manages the overall planning function that assures prevention of time and cost overruns.Carries out day-to-day site inspection of all ongoing construction activities at site as per the Inspection Procedure. Monitors and reviews construction activities.Identifies quality improvement opportunities to enhance in-process adherence to quality standards Conducts periodic project audit on adherence to technical specifications and quality norms.Engages with the Consultant & Contractor to drive the schedule and ensure that project delivery dates are met.Monitors resource planning function.Liaises with in-house project management team.Generates MIS status reports, which include project progress and variance, critical activities positions and forecasts regarding project execution.Monitors project costs vs. budgets and follows-up for corrective action as and when & where required.Ensures documentation of quality parameters and norms for all processes and communicates the same to the functions concerned.Provide inputs and assistance to the senior Management in devising/ modifying Infrastructure plan in alignment with the LUDCP and Marketing dynamics.Review with Consultants in association with the Dept. Head to select the most optimum solution for work at site. Desired Skills :Knowledge of Prima Vera or equivalentKnowledge of Project Management processesFamiliarity with large infrastructure (road, highways, bridges,& airport) projectsDetail orientation Analytical thinkingCommunications skills Experience: 12 Yrs and above Qualification : Degree in Civil Engg. Key Interfaces:Internal – Project & Airport employeesExternal – Consultants, Contractors, Vendors, QA agencies
      Responsibilities:Formulates strategic planning processes for scheduling and monitoring the project progress and performance.Revises priorities in accordance with changing project requirements and situation.Manages the overall planning function that assures prevention of time and cost overruns.Carries out day-to-day site inspection of all ongoing construction activities at site as per the Inspection Procedure. Monitors and reviews construction activities.Identifies quality improvement opportunities to enhance in-process adherence to quality standards Conducts periodic project audit on adherence to technical specifications and quality norms.Engages with the Consultant & Contractor to drive the schedule and ensure that project delivery dates are met.Monitors resource planning function.Liaises with in-house project management team.Generates MIS status reports, which include project progress and variance, critical activities positions and forecasts regarding project execution.Monitors project costs vs. budgets and follows-up for corrective action as and when & where required.Ensures documentation of quality parameters and norms for all processes and communicates the same to the functions concerned.Provide inputs and assistance to the senior Management in devising/ modifying Infrastructure plan in alignment with the LUDCP and Marketing dynamics.Review with Consultants in association with the Dept. Head to select the most optimum solution for work at site. Desired Skills :Knowledge of Prima Vera or equivalentKnowledge of Project Management processesFamiliarity with large infrastructure (road, highways, bridges,& airport) projectsDetail orientation Analytical thinkingCommunications skills Experience: 12 Yrs and above Qualification : Degree in Civil Engg. Key Interfaces:Internal – Project & Airport employeesExternal – Consultants, Contractors, Vendors, QA agencies
      • kolkata, west bengal
      • permanent
      About the Job• Introduction to PwCService Delivery Center▪ PricewaterhouseCoopers Service Delivery Centre (Kolkata) PrivateLimited is a joint venture in India among members of thePricewaterhouseCoopers Network that will leverage the scale andcapabilities of its network. It is a member firm ofPricewaterhouseCoopers International Limited and has itsregisteredoffice in Kolkata, India▪ The Delivery Center will provide a professional an opportunity toworkin a dynamic environment where you will have the ability to developprocess and quality based skills Reporting structure &key relationships • Working for a variety of client engagementteams from PwC network firms.• Position reports to the team AssistantManager or Manager• Individual would be expected to cultivate astrong team environment• Communication, written and verbal wouldbe expected. This communication wouldinclude emphasizing the capabilities withinthe SDC to provide high-qualitydeliverables to support the PwC GlobalOffices.This should include detail on:• Line Manager• Number of reports (ifapplicable)• Priority teamrelationships• Key client relationships Job DescriptionMain purpose of the job andkey background information• We are looking for a self-motivated individual who will relish theopportunity to join a growing part of the PwC business, using their skillsin developing key internal relationships.• You will play an integral role in PwC’s Risk assurance servicesprovidedto clients.• Understand the process workflow related to work requests frominitiation through completion, understand how workflow is managedwithin the firm's workflow management tool, understand optimalandrequired manner in which to document results of work performed• Participate in a wide range of projects and collaborate across multiplework streams or teams ; consistently demonstrating creative thinking,individual initiative and timely completion of assigned work• Consistently demonstrate teamwork dynamics by working as a teammember: understand personal and team roles; contribute to a positiveworking environment by building solid relationships with teammembers; and proactively seek guidance, clarification and feedback.• Serve as participant on communications with numerousengagementteams• The individual should have the ability to work effectively under pressurewithout compromising professional standards or quality of the workbeing performed.• As part of the Controls Assurance team, members will assist territoryengagement teams with testing of Manual controls activities. Theseactivities will primarily relate to the following cycles / domains:- Understanding of Business Process cycles (Purchase toPayable;Revenue & Receivables; Inventory; Payroll; Treasury etc).- SOX Controls & SOX Compliance- Design effectiveness of IT and/or Business Process controls(Walkthrough with clients)- Operating effectiveness of controls- Internal audit & Internal Controls- Risk Management• Have understanding of Internal controls and compliance and howit relates to the overall audit.• Perform work and provide related deliverables in accordance with SDCUser Guide and instructions as applied to engagement team workrequest submissions• Maintain working knowledge of SDC User Guides• Monitor time and manage deadlines• Adhere to PwC SDC policies and procedures• Participate in training, coaching and other developmental opportunities. RequirementsThese should includeessential & desirablerequirements such as:• Level of experience• Education/qualifications• Industry experience• Technical capability• Sales/BD capability• Metrics• Key personal attributes• Consulting experienceMinimum Degree(s):• Bachelors or Masters Degree in Commerce• Chartered Accountant / CPA (not mandatory)• Understanding of audit concepts and regulations• Minimum of 4 plus years’ of experience in the domains mentioned inthe Job Description above – Candidates with “Big 4” or equivalentexperience would be preferredCertification(s) preferred:• CISA / CIA / CISSP / ISO 27001 LA certifications are preferred• Understanding of audit concepts and regulationsKnowledge Required:• Working knowledge of information technology general controls andbusiness process controls concepts in the areas of systems development,change management, computer operations and access to programs anddata and various business process cycles.• Working knowledge of appropriately applying internal controlprinciplesand business/technical knowledge including Application Controls, ITGeneral Controls and Financial Reporting Concepts.• Experience with the Microsoft Office suite of products (i.e. Word,Excel,PowerPoint, Visio, etc.), including an understanding of the v-lookup,text, reference and logical and information functionality in excel.• Team player, committed to providing high quality andmaintainingtimeliness• Effective written and verbal communication skills including English• Demonstrated self-motivation and a desire to take responsibility forpersonal growth and development• Commitment to continuous training and to proactively learn newprocesses.
      About the Job• Introduction to PwCService Delivery Center▪ PricewaterhouseCoopers Service Delivery Centre (Kolkata) PrivateLimited is a joint venture in India among members of thePricewaterhouseCoopers Network that will leverage the scale andcapabilities of its network. It is a member firm ofPricewaterhouseCoopers International Limited and has itsregisteredoffice in Kolkata, India▪ The Delivery Center will provide a professional an opportunity toworkin a dynamic environment where you will have the ability to developprocess and quality based skills Reporting structure &key relationships • Working for a variety of client engagementteams from PwC network firms.• Position reports to the team AssistantManager or Manager• Individual would be expected to cultivate astrong team environment• Communication, written and verbal wouldbe expected. This communication wouldinclude emphasizing the capabilities withinthe SDC to provide high-qualitydeliverables to support the PwC GlobalOffices.This should include detail on:• Line Manager• Number of reports (ifapplicable)• Priority teamrelationships• Key client relationships Job DescriptionMain purpose of the job andkey background information• We are looking for a self-motivated individual who will relish theopportunity to join a growing part of the PwC business, using their skillsin developing key internal relationships.• You will play an integral role in PwC’s Risk assurance servicesprovidedto clients.• Understand the process workflow related to work requests frominitiation through completion, understand how workflow is managedwithin the firm's workflow management tool, understand optimalandrequired manner in which to document results of work performed• Participate in a wide range of projects and collaborate across multiplework streams or teams ; consistently demonstrating creative thinking,individual initiative and timely completion of assigned work• Consistently demonstrate teamwork dynamics by working as a teammember: understand personal and team roles; contribute to a positiveworking environment by building solid relationships with teammembers; and proactively seek guidance, clarification and feedback.• Serve as participant on communications with numerousengagementteams• The individual should have the ability to work effectively under pressurewithout compromising professional standards or quality of the workbeing performed.• As part of the Controls Assurance team, members will assist territoryengagement teams with testing of Manual controls activities. Theseactivities will primarily relate to the following cycles / domains:- Understanding of Business Process cycles (Purchase toPayable;Revenue & Receivables; Inventory; Payroll; Treasury etc).- SOX Controls & SOX Compliance- Design effectiveness of IT and/or Business Process controls(Walkthrough with clients)- Operating effectiveness of controls- Internal audit & Internal Controls- Risk Management• Have understanding of Internal controls and compliance and howit relates to the overall audit.• Perform work and provide related deliverables in accordance with SDCUser Guide and instructions as applied to engagement team workrequest submissions• Maintain working knowledge of SDC User Guides• Monitor time and manage deadlines• Adhere to PwC SDC policies and procedures• Participate in training, coaching and other developmental opportunities. RequirementsThese should includeessential & desirablerequirements such as:• Level of experience• Education/qualifications• Industry experience• Technical capability• Sales/BD capability• Metrics• Key personal attributes• Consulting experienceMinimum Degree(s):• Bachelors or Masters Degree in Commerce• Chartered Accountant / CPA (not mandatory)• Understanding of audit concepts and regulations• Minimum of 4 plus years’ of experience in the domains mentioned inthe Job Description above – Candidates with “Big 4” or equivalentexperience would be preferredCertification(s) preferred:• CISA / CIA / CISSP / ISO 27001 LA certifications are preferred• Understanding of audit concepts and regulationsKnowledge Required:• Working knowledge of information technology general controls andbusiness process controls concepts in the areas of systems development,change management, computer operations and access to programs anddata and various business process cycles.• Working knowledge of appropriately applying internal controlprinciplesand business/technical knowledge including Application Controls, ITGeneral Controls and Financial Reporting Concepts.• Experience with the Microsoft Office suite of products (i.e. Word,Excel,PowerPoint, Visio, etc.), including an understanding of the v-lookup,text, reference and logical and information functionality in excel.• Team player, committed to providing high quality andmaintainingtimeliness• Effective written and verbal communication skills including English• Demonstrated self-motivation and a desire to take responsibility forpersonal growth and development• Commitment to continuous training and to proactively learn newprocesses.

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