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  • Posted: Nov 10, 2022
    Deadline: Dec 15, 2022
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  • Deloitte is the largest private professional services network in the world. Every day, approximately 263,900 professionals in more than 150 countries demonstrate their commitment to a single vision: to be the standard of excellence, while working towards one purpose to make an impact that matters.


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    Level 1 Support Analyst – Finance Support

    About Our Client

    A leading Global Client seeks qualified professionals to join their team. The Firm differentiates itself from other call centres. The work culture encourages high performance in delivering distinctive service, and the Rewards and Recognition programs encourage taking initiative.

    Technology Support team expects people to work with minimum supervision, think out of the box, make quick decisions, provide attention to detail and be ready for change.

    Job Description

    We are seeking a Level 1 Support Analyst to be responsible for the following:

    Role Responsibilities:

    • To assist Client’s employees with financial application issues and questions over the phone, chats and self-service in a timely manner so that they can perform their job and be productive for the firm. It might involve either direct resolution of the problem or escalation to another team as the case may be. Our customers have a high expectation that you will be able to resolve their issue on the interactions, but they recognize that there are some issues that can only be resolved by teams outside the Client’s Contact Center.
    • Work in rotational shifts including Weekends
    • Avoiding unscheduled absenteeism, failing which will have a serious impact on the employment.
    • Use the right tools & knowledge, provide quality of service, and stay current on support changes
    • Arrive to work on time and on days scheduled as well as adhering to the schedule provided by WFA (Work Force Administration).
    • Treat customers with courtesy and respect by following our Quality Guidelines.
    • Deliver support in both French & English
    • Follow established process, procedures and member firm polices while maintaining compliance
    • Stay current on new deployments and system updates.
    • Report potential call drivers to leadership
    • Meet provided KPIs – FCR, Schedule Adherence, Quality, CSAT
    • Contribute to Knowledge Database and process improvements
    • Support Firm Emergency processes
    • Maximize availability to support inbound contacts
    • Appropriate handling of contact through following knowledge to transfer/escalate to the correct groups
    • Follow guidelines for handling Personally Identifiable Information (PII), confidential and sensitive information
    • Take initiative and own your career
    • Stay current on the tools used to support our customers

    Qualifications

    • Ability to work under pressure and work on sensitive client and firm data (Financial applications)
    • Excellent verbal and written communication skills.
    • Possess a bachelor’s degree (BSc /BCom/BCA)
    • Prior work experience in international voice/chat process and ready to work in 24/7 model and willing to work in night shifts.
    • Willingness to work in rotational shifts including Weekends.
    • Ability to deliver support in both French & English

    go to method of application »

    Level 2 Support Analyst – Finance Support

    A leading Global Client seeks qualified professionals to join their team. The Firm differentiates itself from other call centres. The work culture encourages high performance in delivering distinctive service, and the Rewards and Recognition programs encourage taking initiative.

    Technology Support team expects people to work with minimum supervision, think out of the box, make quick decisions, provide attention to detail and be ready for change.

    Job Description

    Role Responsibilities:

    We are seeking a Level 2 Support Analyst to be responsible for the following:

    • Follow established process, procedures and APRs while maintaining compliance
    • Being an identified subject matter expert in one or more application support areas (SWIFT, DTE, Finance Applications)
    • Working to resolve escalated tickets by working with customer and support teams to identify a resolution through subject matter expertise within various L2 support queues
    • Deliver support in both French & English
    • Maintain relationships with support groups, vendors, and carriers external to the Client’s Contact Center in order to share knowledge between teams and to report potential call drivers being seen within the GCC
    • Proactively identify trends, follow knowledge to escalate to the correct L3 support groups for additional assistance and to ensure alerting is posted for analyst awareness through GCC alerts or MS Teams support channel posting
    • Ability to manage and adapt to constant change
    • Provide quality of service for the customer’s request and being an advocate for the affected end-user by retaining incident ownership though resolution
    • Actively monitor open/pending tickets from L2 queues with a focus on P1 and P2 priority for immediate support assistance
    • Review and take ownership of unassigned escalations from assigned L2 support queues starting with the oldest creation date assigned in the queue. Take quick action to aged escalations outside of a 24 – 48-hours threshold to keep escalation queues manageable and up to date
    • Support assigned escalations within personal queues managing to result and seeking resolutions quickly
    • Manage contribution to meet or exceed KPI and L2 support expectation of the team (not limited to the following)
    1. Adhere to Schedule Adherence
    2. Meet/Exceed Customer Satisfaction expectation
    3. Meet/Exceed Quality of Service expectations
    4. Service level and Service Consistency – includes 24-hour turnaround contact for unassigned
    5. Ensure Ownership after ticket is established within 1 hour of ticket assignment
    6. Follow 3 consecutive follow-up contact and closure for resolution process
    • Assist frontline analysts with support questions submitted via MS Teams to assist with FCR on initial call
    • Review and submit updates to the Knowledge Database and process improvement contributions to increase FCR and CCR within the GCC (both L1 and L2)
    • Attend regularly scheduled meetings with support contacts to gain additional knowledge and updates on deployments, enhancements etc.

    Qualifications

    • Possess strong financial applications knowledge in Jupiter, Mercury, SWIFT and understand all the financial applications thoroughly
    • A subject matter expert in one or more areas of applications supported
    • Possess excellent troubleshooting skills to diagnose and resolve/address customer issues/requests.
    • Must be able to deliver results with minimal oversight, critical thinking and troubleshooting skills are required
    • Strong writing, verbal and documentation skills
    • Judgment is required regarding the management of workflow and priorities, as well as with understanding and applying group policies and guidelines
    • Seeks opportunities to challenge self; teams with others across businesses and borders to deliver and takes accountability for own and team results
    • Identify outages, process & knowledge gaps, analysis of data.
    • Ability to mentor new hires.

    go to method of application »

    Assistant Manager – Finance Support

    As part of our offerings, our team provides recruitment services on behalf of our clients.

    About Our Client

    A leading Global Client seeks qualified professionals to join their team. The Firm differentiates itself from other call centres. The work culture encourages high performance in delivering distinctive service, and the Rewards and Recognition programs encourage taking initiative.

    Job Description

    Are you passionate about leading people and helping them grow through coaching and mentoring? Do you think you have strong leadership qualities and can motivate people? Do you have the customer service attitude who can help develop strong teams like you? Are you one who can develop strong network and relations with Clients, People and Customers? Then, look no further. This is a unique opportunity to be part of the Finance Support team if you are a detailed oriented with an inclination to Finance, independent worker with strong customer service and leadership skills.

    Role Responsibilities:

    We are seeking an Assistant Manager to be responsible for the following:

    • Manage and monitor SLA’s
    • Manage day to day performance of the team
    • Leave Management, Schedule Management to ensure smooth operations
    • Review daily/weekly/monthly stats for performance of respective team
    • Provide coaching and mentoring to Senior Coaching analyst and Frontline analysts
    • Be a mentor and assist in training for other analysts
    • Identify training opportunities and work with training team to develop training materials and deliver training as needed
    • Handle escalated customer contacts
    • Acts as a Performance Management Counsellor in year appraised based on the need of the business line
    • Work towards improving talent survey engagement scores and drive initiatives
    • Maintain relationships with other support groups external to the Client’s Contact Center in
    • Maintain good relationship with our client teams
    • Review timesheets of the team members
    • Provide input for hiring decisions
    • Should act as coach, mentor, and career counsellor for team members and help them achieve their goals
    • Flexibility to work within different shifts mostly rotational

    Qualifications

    • Possess a bachelor’s degree B.Sc/B.Com/BCA/ (Other non-engineering graduation/Diploma with prior team handling experience in contact centers).
    • Excellent writing, verbal, listening and analytical skills.
    • Easily grasp and communicate complex ideas, Excellent problem-solving skills.
    • Experience in People Management / Performance Management / Process Management / KPI Management
    • Ability to learn and apply procedures

    Required Skills

    • Teamwork
    • Motivating Team members
    • Interviewing and Recruiting Applicants
    • Performance Management
    • Overseeing and Implementing Projects
    • People Management
    • Managing Processes
    • Emphasizing Excellence

    go to method of application »

    Manager – Finance Support (Fixed Term)

    As part of our offerings, our team provides recruitment services on behalf of our clients.

    About Our Client

    A leading Global Client seeks qualified professionals to join their team. The Firm differentiates itself from other call centres. The work culture encourages high performance in delivering distinctive service, and the Rewards and Recognition programs encourage taking initiative.

    Job Description

    Are you passionate about leading people and helping them grow through coaching and mentoring? Do you think you have strong leadership qualities and can motivate people? Do you have the customer service attitude who can help develop strong teams like you? Are you one who can develop strong network and relations with Clients, People and Customers? Then, look no further. This is a unique opportunity to be part of the Finance Support team if you are a detailed oriented with an inclination to Finance, independent worker with strong customer service and leadership skills.

    Role Responsibilities:

    We are seeking a manager to be responsible for the following:

    • Work to define the strategic vision for maintaining a consistent level of service delivery through developing talent and driving efficiency
    • Align the business group objectives with the Contact Center Client’s overall objectives
    • Assist with career development of coaches and employees
    • Maintain and manage relationship with the Contact Center Client’s
    • Identify and remove roadblocks that require leadership intervention
    • Make hiring decisions and demonstrate a knowledge of employee and labor relations
    • Maintain knowledge of the Contact Center of the Client’s industry. Keep up with current technologies, processes and best practices as well as applicable regulatory requirements
    • Performance management discussions with Talent
    • Strong interpersonal and presentation skills with the ability to interact effectively with people at all organizational levels for the Firm
    • Ability to speak and write English is a must
    • Maintain constant awareness of team and individual project deliverables
    • Situational Awareness – how is the team performing
    • Deep Dive on your Business – How is your business performing?
    1. Forecast
    2. Report Dashboard
    3. KPI Report
    4. Availability/Productivity

    Qualifications

    • Experience in Stake Holder/Client management
    • Ability to manage multiple client’s relationship
    • Ability to develops high-performing people and teams through challenging and meaningful opportunities
    • Ability to deliver exceptional service to member firms/stakeholders; maximize results and drive high performance from people while fostering collaboration across businesses and borders
    • Ability to speak and write French is an added advantage

    Required Skills

    • Project Management skills
    • Customer Service
    • Ability to focus

    go to method of application »

    Technology Support Associate

    About Our Client

    A leading Global Client seeks qualified professionals to join their team. The Firm differentiates itself from other call centres. The work culture encourages high performance in delivering distinctive service, and the Rewards and Recognition programs encourage taking initiative.

    Technology Support team expects people to work with minimum supervision, think out of the box, make quick decisions, provide attention to detail and be ready for change.

    Job Description

    We are seeking a Technology Support Associate to assist client’s employees with technology problems over the phone in a timely manner so that they can perform their job and be productive for the firm. It might involve either direct resolution of the problem or escalation to another team as the case may be.

    Role Responsibilities:

    • Excellent knowledge in Microsoft Technologies such Outlook 2016, Office 365, working and troubleshooting experience of Hybrid Environment of On Prem and Exchange Online.
    • Knowledge in Active Directory such password reset, Account management, Mailbox and DL management.
    • Good to have experience in working on MS Teams, One Note and One Drive for Business, knowledge of Windows Azure functionality for Mobile Device Management will be added advantage
    • Should have Knowledge on Microsoft Skype for Business technologies to setup Skype meeting Ad-hoc or planned.
    • Exceptional knowledge of performance optimization of Windows laptops, including reconfiguration, maintenance and/or upgrades
    • Should possess most updated Knowledge Smartphone OS such as Android and iOS, Email sync on PDA, Hotspot configuration and troubleshooting
    • Should provide technical resolution or troubleshooting to the Customers for laptop, printer, MFD and other hardware peripherals
    • Good Knowledge of Networking and Internet connectivity issues for desktop & portable systems is a must
    • All applicants must be flexible to work in a 24/7 schedule with split shifts, split week offs and weekend working
    • Should be extremely flexible to support our customers from multiple time zones
    • Excellent verbal and written communication.
    • Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and voicemail) with end users.
    • Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, and Schedule Adherence and participate in individual/group coaching sessions.

    Qualifications

    • Bachelors’ Degree in any field
    • Excellent written, verbal, listening, analytical skills.
    • Ability to easily grasp and communicate complex ideas.
    • Excellent problem-solving skills.
    • Knowledge of MS Office 2010, 2013 including Outlook.
    • Knowledge of computer hardware and software.
    • Knowledge of Operating Systems like Windows 10 and MacOS.
    • Knowledge of network and internet.
    • Language proficiency in French will be an added advantage

    go to method of application »

    Senior Analyst – Technology Support

    Job Description

    Role Responsibilities

    Support Multiple Member Firms

    • Support PPMDs (VIP Callers) and their delegates through frontline contacts working to provide a quick resolution, maintaining ownership of customer’s ticket and providing peace of mind
    • Members responsible for managing multiple countries, systems and skillsets.
    • Stay current on new deployments and system updates
    • Follow established process, procedures and APRs while maintaining compliance
    • Report potential call drivers to leadership
    • Meet provided KPIs – FCR, SA, Quality, Flowout, CSAT
    • Contribute to Knowledge Database and process improvements
    • Maximize availability to support inbound contacts
    • Appropriate handling of contact through following knowledge to transfer/escalate to the correct groups
    • Stay current on the tools used to support our customers
    • Identify trends to be reported to leadership
    • Ticket follow-up for PPMD ownership
    • Share feedback/observation with leadership on process, team, and knowledge opportunities Answer incoming interactions (calls, webforms, emails, chats and voicemails).
    • Excellent verbal and written communication skills.
    • Stay up to date with outage, knowledge update alerts that are communicated on a need basis.
    • Adhere to contact quality guidelines.
    • Excellent decision-making skills to ensure optimum customer satisfaction.
    • Excellent troubleshooting skills to diagnose and resolve/address customer issues/requests.
    • Display excellent customer service skills and attitude on each and every interaction.
    • Constantly strive to meet or exceed the goals/KPIs.
    • Demonstrate flexibility in working in different shifts as ISS-Technology works 24×7.
    • Self-disciplined in order to adhere to the schedule published.
    • Identify knowledge gaps and submit corrections/updates and new knowledge documents.
    • Should be able to mentor new hires.

    Senior Analyst (Incident Resolution Team/ Incident Management)

    In-depth technical support

    • Support Multiple Member Firms (Global Support)
    • Work with Local IT Services and NOC for any network/application/system outages
    • work on escalated tickets, maintain relationship with external support groups
    • proactively identify trends
    • use the right tools & knowledge
    • quality of service and assist frontline analysts
    • Arrive to work on time and on days scheduled as well as adhering to the schedule provided by RTM. If they are unable to meet this requirement, they are to contact their leader and RTM
    • Treat customers with courtesy and respect by following our Quality Guidelines
    • Stay current and participate in testing and providing feedback for new deployments and system updates
    • Perform administrative tasks specific to their line of business
    • Follow established process, procedures and APRs while maintaining compliance
    • Report potential call drivers and trends to leadership
    • Meet provided KPIs – SA, Quality, CSAT
    • Updates to Knowledge Database and process improvements to contribute to the FCR KPI target
    • Take ownership of service recovery situations
    • Support frontline interactions when staffing and/or call volume requires
    • Appropriate handling of contact through following knowledge to escalate to the correct groups
    • Follow guidelines for handling PII, confidential and sensitive information
    • Support Firm Emergency processes
    • Take initiative and own your career
    • A subject matter expert in one or more areas
    • Maintain relationships with other support groups external to the Contact Center in addition to vendors and carriers
    • Be a mentor and assist in training for other analysts
    • Stay current on the tools used to support our customers

    Qualifications

    • Possess minimum of bachelors’ degree (B.Sc./BCom/BCA) with computer science and electronics background) or non-engineering or any other related field.
    • Minimum of 4 – 6 years cognate experience in a related field of work
    • Fluency in French will be an added advantage

    Required Skills

    • Answer incoming interactions (calls, webforms, emails, chats and voicemails).
    • Excellent verbal and written communication skills:  With a Versant Score of 70 or above.
    • Stay up to date with outage, knowledge update alerts that are communicated on a need basis.
    • Adhere to contact quality guidelines.
    • Excellent decision-making skills to ensure optimum customer satisfaction.
    • Excellent troubleshooting skills to diagnose and resolve/address customer issues/requests.
    • Display excellent customer service skills and attitude on each and every interaction.
    • Constantly strive to meet or exceed the goals/KPIs.
    • Demonstrate flexibility in working in different shifts.
    • Self-disciplined in order to adhere to the schedule published.
    • Tier -2/ Second level support resolving complex queries. Responsible for second level tickets and working with multiple internal teams to resolve application errors and issues.
    • Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by tier 1.
    • If no solution is available, tier 2 support escalates the incident to tier 3.
    • Support personnel with deep knowledge of the product or service, High end technical knowledge on Hardware, Software
    • PDAs (Blackberry, iOS, Android and Windows) is a plus. Basic understanding of Operating Systems (Windows Vista, 7, 8, 8.1), VPN, Network/Internet, LAN, WAN concepts.
    • Microsoft Office applications (Outlook, Excel, Word, PowerPoint). Knowledge of Macintosh OS
    • Basic networking concepts and troubleshooting
    • Exposure to active directory concepts
    • MAC troubleshooting

    go to method of application »

    Assistant Manager – Technology Support

    As part of our offerings, our team provides recruitment services on behalf of our clients.

    About Our Client

    A leading Global Client seeks qualified professionals to join their team. The Firm differentiates itself from other call centres. The work culture encourages high performance in delivering distinctive service, and the Rewards and Recognition programs encourage taking initiative.

    Technology Support team expects people to work with minimum supervision, think out of the box, make quick decisions, provide attention to detail and be ready for change.

    Job Description

    We are seeking a Technology Support Assistant Manager to be responsible for the following:

    Role Responsibilities:

    • Manage and monitor SLA’s
    • Manage day to day performance of the team
    • Leave Management, Schedule Management to ensure smooth operations
    • Review daily/weekly/monthly stats for performance of respective team
    • Provide coaching and mentoring to Senior Coaching analyst and Frontline analysts
    • Be a mentor and assist in training for other analysts
    • Identify training opportunities and work with training team to develop training materials and deliver training as needed
    • Handle escalated customer contacts
    • Acts as a Performance Management Counsellor in year appraised based on the need of the business line
    • work towards improving talent survey engagement scores and drive initiatives.
    • Maintain relationships with other support groups external to the Contact Center in addition to vendors and carriers
    • Maintain good relationship with our client teams
    • Review timesheets of the team members
    • Provide input for hiring decisions
    • Should act as coach, mentor and career counsellor for team members and help them achieve their goals
    • Flexibility to work within different shifts mostly Rotational as GCC Technology works 24 x 7

    Qualifications

    • Minimum of 7 – 8 years of Call Center experience in a contact center with a minimum of 2 – 3 years’ experience in handling 15 – 20 FTE’s
    • Any bachelor’s degree required with master’s degree being an added advantage.
    • Excellent interpersonal and communication skills, business acumen, the ability to adapt to change and experience in contact center tools.
    • Leadership and organizational abilities Desired.
    • Excellent people handling skills with expert knowledge of the contact center operations.
    • Proven ability to support internal or external business clients
    • Self-motivated, team player, action and results oriented
    • Excellent organization skills with the ability to multitask. Expert problem solver. Effectively use knowledge and training to resolve issues with good reporting skills.
    • A flair to serve the employees living servant leadership principles
    • Previous experience of working with Global teams is an advantage
    • Understanding the contact center industry, client relationship, understanding market trends and have a strategic mindset to grow the business and solve problems.
    • Experience with recruiting and performance evaluation processes
    • Ability to perform under pressure
    • Willingness to work in rotational shifts including night shifts and working on weekend.

    go to method of application »

    Manager – Technology Support

    As part of our offerings, our team provides recruitment services on behalf of our clients.

    About Our Client

    A leading Global Client seeks qualified professionals to join their team. The Firm differentiates itself from other call centres. The work culture encourages high performance in delivering distinctive service, and the Rewards and Recognition programs encourage taking initiative.

    Technology Support team expects people to work with minimum supervision, think out of the box, make quick decisions, provide attention to detail and be ready for change.

    Job Description

    Role Responsibilities:

    • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
    • Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
    • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
    • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
    • Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
    • Prepares call center performance reports by collecting, analysing, and summarizing data and trends.
    • Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
    • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
    • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
    • Involved in development of goals
    • Develop and manage operations from Process and measurement standpoint
    • Share best practices across the process and facilitates process improvements/ cost reduction initiatives
    • Responsible for budget control and management
    • Involved in hiring & termination decisions
    • Determines staff rating for annual performance review that impacts compensation
    • Recommends financial rewards and recognition throughout the year to top performers
    • Develops and approves the monthly incentive plan and other such reward programs
    • Coordinates group activities to build morale
    • Coordinates with other service lines in finding appropriate roles within the firm for Call center personnel
    • Coordinator with other support groups to ensure Call Center staff have needed services (transport, facilities, security)
    • Overall motivation and morale of the group; Performance Management, coaching and feedback, counselling of supervisors and Associates
    • Coordinates local call center team’s role in Firm Disaster Recovery that includes all US offices, with periodic emergency drills
    • Develop, review and manage a robust BCP plan in conjunction with the US offices
    • Showcase Call Center among Regional, Firm Wide forums and International Member Firms (example: Deloitte Australia)
    • Interacts with cross-functional and cross-cultural teams both directly and virtually
    • Represent the Call Center in Internal as well as Client-facing demonstrations, in conjunction with Audit, Tax, or Consulting engagements featuring a call center role
    • Responsible for Service delivery as mentioned in the MOU
    • Ensure high level of customer satisfaction – internal and external.
    • Involved in SLA Management, Rostering, Scheduling
    • Managing operations from Process and measurement standpoint
    • Share best practices across the process and facilitates process improvements/ cost reduction initiatives
    • Optimum resource utilization and workforce planning
    • Ability to perform behavioural interviews
    • Involved in hiring & termination decisions and budget management
    • Determines staff rating for annual performance review that impacts compensation
    • Recommends financial rewards and recognition throughout the year to top performers
    • Managing Asst. Managers on performance metrics
    • Overall motivation and morale of the group; Performance Management, coaching and feedback, counselling of supervisors and Associates
    • Coordinates local call center team’s role in Firm Disaster Recovery, that includes all US offices, with periodic emergency drills
    • Manage a robust BCP plan in conjunction with the US offices
    • Interacts with cross-functional and cross-cultural teams both directly and virtually

    Qualifications

    • Possess minimum of Bachelors’ degree (B.Sc./B.Com/BCA) with computer science and electronics background) or non-engineering or any other related field.
    • Minimum of 11 years cognate experience in a related field of work

    Method of Application

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