Call Center Shift Lead – 6 Years Experience in Technical Support – PharmaNet, Mumbai

Posted on December 24, 2008. Filed under: Technical Support | Tags: , , , , , |


PharmaNet, a global, drug development services company, provides a comprehensive range of services to the pharmaceutical, biotechnology, generic drug, and medical device industries. PharmaNet offers clinical-development solutions including consulting services, Phase I clinical studies, bioequivalency and pharmacodynamic studies, bioanalytical analyses, and Phase II, III, and IV clinical development programs. In addition, PharmaNet offers technology tools for managing clinical trial data.

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Job Details

Requisition Number 352
Post Date 12/3/2008
Title Call Center Shift Lead
City Mumbai
Country India

·          Serve as the primary point of contact for all Pharmanet home office based employees and external clients via phone and email incidents/requests

·          Provide outstanding customer service through consistent follow through on all open issues/requests, open communications with the team and excellent documentation within the ticketing system

·          Oversee activity of shift call center staff

·          Receive all calls, e-mails on IT incidents or requests

·          Record all Incidents and requests

·          Search and contribute for solutions in knowledgebase

·          Update clients and IT units on progress of service/support requests

·          Escalate issues to more Team Lead personnel to ensure customer satisfaction on unresolved issues

·          Provide technical support for PC related hardware and software

·          Work with clients via phone, email, and web to provide guidance, informal training, and assistance with applications and/or hardware

·          Assist users with account questions, password resets, etc.

·          Monitor ticket queues for stale tickets

·          Monitor Infrastructure Dashboards for anomalies and escalate as appropriate

·          Resolve, de-escalate, or further escalate within the required client Service Level Agreements Coordinate issue resolution efforts with other departments to ensure timely and efficient resolutions are met and customer satisfaction is upheld

·          Maintain proper tracking of problem resolution for reference and management reporting 

·          Participate in the creation of Knowledgebase data

·          Review system metrics and help identify performance tuning needs

·          Continually increase Subject Matter knowledge on all core systems


·          Associate’s Degree or equivalent degree/certification required; in lieu of degree, six years (total) relevant experience may be considered

·          Three years experience in a technology support roll

·          One year of experience in a senior or lead role within support

·          Solid understanding of PC based hardware (desktops/laptops), Microsoft Windows 2000/XP, Microsoft Office XP/2003, and remote access (i.e. VPN), network/local printers, network connectivity

·          Excellent troubleshooting skills with ability to create solutions based on heuristic identification

·          Exceptional customer service skills

·          Professional certifications (A+, MCP, MCDST etc) are preferred

·          Experience with HP or CA ticketing systems is preferred

·          Excellent verbal and written communications

·          Sound analytical, organizational and planning skills and the ability to achieve multiple team and customer objectives independently and in a deadline-sensitive fashion

·          Flexibility in working other shifts if needed

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Team Lead-Voice – 4 -5 Years – BPO Voice or Process related – First Indian Corporation Private Limited – Bangalore

Posted on November 6, 2008. Filed under: Bangalore | Tags: , , , , |

First Indian Corporation Private Limited

First Indian Corporation Private Limited, a member of The First American family of companies, provides specialized offshore transaction services, technology services and analytics to the mortgage industry. First Indian Corporation’s primary focus is on the Title Insurance, Property Tax, Flood Certification, Default Management Services, Credit and Real Estate Information segments.

First Indian Corporation is a pioneer in BPO industry in India having commenced its Image Processing operations in Hyderabad in 1994, well before the offshoring wave in this segment.

Today, over 6,000 professionals in the First Indian Corporation’s centers in Bangalore, Hyderabad and Mangalore assimilate and  deliver a diverse range of information and services across BPO, KPO, Contact Center,  Software Development, Research and Analytics. The efficient and world-class talent pool, 24×7 work culture and strong work ethic, infrastructure that is comparable to the best in the world, high network redundancy, business continuity planning and complete integrity of data making the First Indian Universe a preferred destination.

Job Description:

POSITION: Team Lead-Voice EXPERIENCE: 4-5 Years
Job Description
  • Breifing, Execution & Involement in day – to – day operation.
  • Operational Management.
  • Creation of various MIS production reports.
  • Initiation of Quality process Improvement.
  • People Management. Issues & conflict management.
  • Should be capable to lead conference calls & discussing with the clients.
  • Should interact well with his team members and be capable of lending floor support.
  • Experience in a BPO – Voice or process related experience is a must.
Mandatory Skills / Requirement
  • Experience in a BPO Voice or Process related
  • Good Communication with people Management skills.
  • Good mentoring and coaching skills.
  • Good planning and organizing Skills.
  • Willing to work in all Shifts.
  • Good communication & Excellent in PC skill.
  • Should be a graduate.

Email your resume to :

Please provide the job code in the subject of the email for our reference.

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Team Lead Assurant (Non-voice) – 1 to 2 Years – Ocwen Financial Corporation – Mumbai

Posted on October 23, 2008. Filed under: Mumbai | Tags: , , , , |

Ocwen Financial Corporation – MumbaiRequirements
• The Team Lead Assurant (Non-voice) is responsible for ensuring that their team meets and exceeds the client standards for production and accuracy on a consistent basis.
• To monitor workflow and delegate work accordingly in order to meet the compliance requirements of the client.
• To be able to co-ordinate effectively with the floor leads for management of the overall team quality.
• To identify and mentor/coach non-performers in the team.
• To be able to ‘Pitch in’ to the team’s production as per situational demand.
• To take regular team huddle/meet to identify any communication gap/ process update requirements.
• To ensure that quality audits are reviewed and discussed with the team to ensure that the errors are not repeated.
• To formulate plans/ practices that enable the team to maximize their output in terms of productivity and accuracy.
• To positively respond to peak work volume/ pressure situations and have a motivating influence on the team.KRAs:
Would be responsible for ensuring the process/team meets the following goals:
• Analytical skills to track the process for workflow, tracking team performance, deployment of resources and capacity planning.
• Excellent execution skills.
• Time management skills.
• Communication skills and team building capabilities.
• Customer centric/focussed.
• Good communication skills (oral & written).
• Should be a people’s person with the ability to get the job done.
• Should be proficient with MS Office applications.
• Should be able to analyze basic data/reports and provide synopsis/summary of performance.

• Team efficiency: 100% min
• Team capacity utilization: > 85 %
• Accuracy: 99%


Bachelor’s Degree Required.
Supervisory experience preferred.
1-2 years of Work experience

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Team Lead – Ruby on Rails – 5+ Years – BOB Tech Solution – Bangalore

Posted on September 29, 2008. Filed under: Bangalore, Ruby on Rails, Team Lead | Tags: , , , , , , |

BOB Technologies, Bangalore

BOB Technologies started operations from January 2005, with activities like Software development and Staff augmentation services, BOB Technologies represents an enthusiastic team of bright & experienced business executives with collective strengths moving towards a shared goal!

BOB Technologies, based in Bangalore, Karnataka, provides Business solutions and Staff Augmentation to medium and large sized corporations in the global market.

Our 130+ team will soon emerge to be 175+ software professionals by the end of the next financial quarter, consisting of technically sound; handpicked and identified from the Indian IT colleges and industry.

Please refer to the requirement below and send me your updated Resume along with your contact number, current and expected CTC to

Designation                       : Team Lead
Primary Skills                    : Ruby on Rails
Relevant Experience           : 5+ Yrs
Location                           : Bangalore
Preferred Qualification       : BE, B.Tech, MCA, MSc (CS, ECE, IT, IS)
Roles and Responsibilities
•       Extensive knowledge in Ruby & Ruby on rails or J2EE is mandatory
•       Knowledge on AJAX would be an added advantage
•       Should be exposed to performing tasks such as Coding, unit, integration testing and bug fixing  and code review
•       Should be capable of Low level designing
•       Should be flexible to learn, adapt and use new technologies in RoR
•       Application server concepts and exposure to deployment of Java/J2EE applications in any of Tomcat / JBoss / Websphere / Weblogic servers is must
•       Experience in Customer interaction is mandatory
•       Should be hands on in Production deployment with extensive knowledge in configuring Apache, Apache tomcat, database clustering application and load balancing.
•       Ability to create automated scripts using Maven / Rake to build & deploy application is required
•       Exposure to agile development methodologies/Scrum with test driven, iterative development would be an added advantage
•       Should have good communication skills.

Please refer your friends for this positions

With Regards,
Chaitanya Varma Alluri
BOB Tech Solution

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