Coordinator Engagement

The Adecco Group; Bengaluru; On-site; INR 300,000 - 540,000; Full time

Job summary

The Adecco Group in Bengaluru, India is seeking an Engagement Coordinator to provide frontline customer service to internal teams, clients, and contractors. You will manage onboarding, respond to tickets, handle timesheet and visa letter requests, and ensure timely communication within established SLAs.

The role requires coordination across Vendor Management Software, CM systems, and other tools. Education requirements include a bachelor's degree or equivalent, with at least two years in

Qualifications

• Bachelor's degree or equivalent required.
• Minimum of two years in a service level industry or HR operations.
• Experience handling onboarding, tickets, and SLA-driven support.

Responsibilities

• Manages contractor onboarding process.
• Responds to tickets and inquiries; handles invoicing, timesheet, and reporting questions.
• Tracks furloughs and grant approvals.
• Sends reminders for missing timesheets and upcoming contract end dates.
• Creates visa letters for contractors and manages pre-ID/payroll requests.
• Responds to calls, tickets, and emails within SLA timelines.
• Uses VMS and CM systems to troubleshoot issues and document interactions.
• Escalates complex issues per standard process and suggests efficiency improvements.

Skills

Customer service

Vendor management software

Ticket handling

Education

Bachelor's degree or equivalent

Tools

Vendor Management System (VMS)

Job description

About the role

The Engagement Coordinator provides front-line customer service to internal team members, clients, vendors and users for the various supported Vendor Management Software solutions. Responsible for communicating ongoing issues through the appropriate escalation process and providing timely feedback and responses to the end users. The Engagement Coordinator must work with all parties within Center of Excellence for problem resolution and must provide a professional response and exhibit strong customer service orientation when dealing with all external clients. Responsibilities may include requisition review, entry and maintenance using VMS technology, CM system and other systems as required. Works under general supervision.

What you’ll be doing

GENERAL RESPONSIBILITIES:

• Manages the contractor onboarding process.


• Responds to tickets and inquiries including/ but not limited to: general request inquiries, assignment updates/changes, invoicing questions/concerns, timesheet questions/concerns, visa letter requests, reporting requests, conversion fee inquiries, etc.


• Handles furlough tracking and exception approval process.


• Sends reminders for missing timesheets, assignments ending in 90 days, etc.


• Creates visa letters for time & materials contractors.


• Handles pre-ID/payroll request management.


• Responds and answers all inbound telephone calls, ticket requests, and e-mail correspondence in a timely manner/according to SLA’s.


• Uses working knowledge of various supported Vendor Management Software to troubleshoot issues.


• Uses customized and standardized situational responses and processes to resolve customer issues.


• Recognizes and gathers relevant information on customer issues/scenarios requiring further solutions. Escalates such issues according to standard escalation process.


• Makes recommendations to improve efficiencies where applicable.


• Works to meet all contracted SLA’s and works to improve overall process by recommending improvements to Advisory Consultant and/or Program Manager.


• Documents and escalates all contacts reported by users following Customer Support standard operating procedure.


• Maintains and continually increases knowledge of supported software solutions.


• Assists with training of peers in the standards and practices within the Customer Support organization.


• Creates and maintains electronic records and fields (e.g. customer numbers, cost center numbers) in support of the requisition entry set up.


• Receives and reviews new requisition requests daily using the VMS tool.


• Enters the requisition into the CM system promptly and accurately.


• Validates entries to ensure accuracy.


• Interacts and coordinates with the Program Managers and Advisory Consultants frequently to communicate questions and receive updates on current requisition activity.

About you

Education:

• Completion of education equivalent to Batchlor's Degree

Experience:

• Minimum of two (2) years’ work experience in a service level industry and/or one (1) to three (3) years’ experience in a HR Operations.

Posting date: 11-08-2026