Process Developer

Spearhead Professional; Dadri; On-site; INR 350,000 - 520,000; Full time

Job summary

Spearhead Professional in India is seeking a dedicated professional to monitor SLAs, optimize agent scheduling, and drive efficiency across night shifts in the Uttar Pradesh region. The role involves root cause analysis, entitlement planning, and collaboration with operations teams to enhance performance.

Ideal candidates have a background in business, communications, hospitality, IT, or marketing, with strong customer care, CX, and data analytics skills.

Qualifications

• Experience in monitoring SLAs and coordinating workforce schedules.
• Ability to conduct root cause analysis and develop corrective actions.
• Experience with scheduling and entitlement planning in shift-based environments.
• Proficiency in generating and analyzing efficiency reports for improvements.

Responsibilities

• Monitor and support activities to ensure adherence to SLAs.
• Track real‑time agent schedule alignment and optimize breaks proactively.
• Conduct root cause analysis for SLA deviations and support corrective action plans.
• Manage daily exception requests and update agent schedules accordingly.
• Coordinate entitlement planning and scheduling for workforce efficiency.
• Generate and analyze efficiency reports to identify trends and improvements.
• Participate in management meetings and support Lean and Six Sigma projects.
• Navigate multiple systems and tools to manage real‑time floor operations.

Skills

Banking Capital Markets

Customer Care

Customer Experience (CX)

Customer Service

Data Analytics

Fraud Detection

Fraud Disputes

Sales

Technical Support

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Job Description

Responsibilities

• Monitor and support activities to ensure adherence to service level agreements (SLAs).
• Track real‑time agent schedule alignment and optimize breaks proactively.
• Conduct root cause analysis for SLA deviations and support development of corrective action plans.
• Manage daily exception requests and update agent schedules accordingly.
• Coordinate entitlement planning and scheduling to ensure workforce efficiency.
• Generate and analyze efficiency reports to identify trends and improvement areas.
• Participate in centralized or site‑level management meetings as required.
• Support process improvement initiatives including Lean and Six Sigma projects.
• Execute other tasks as assigned to support business operations.
• Engage with operations teams to discuss performance, scheduling, and workforce planning.
• Navigate multiple systems and tools to manage real‑time floor operations effectively.

Qualifications

• Bachelors - Business Administration
• Bachelors - Communication
• Bachelors - Hospitality Management
• Bachelors - Information Technology
• Bachelors - Marketing

Certifications

• Customer Experience Certification (COPC) – COPC Inc.
• Professional Customer Service – SMG/KRC Poland Human Resources

Required Skills

• Banking Capital Markets
• Customer Care
• Customer Experience (CX)
• Customer Service
• Data Analytics
• Fraud Detection
• Fraud Disputes
• Sales
• Technical Support

Language Requirements

• English (Required), Upper Intermediate (B2)

Other Details

• Job Type: Regular
• Remote Type: Office
• Work Shift: Night Job (India)
• Master Skill List: Customer Care – Voice