Role & responsibilities

Capacity and group planning • Partner with Talent Acquisition (TA), WFM, and Training to build a rolling 48-week view of upcoming classes, including target headcount, profiles, and start dates.

• Reconcile demand vs. supply weekly, highlighting gaps or over-supply and recommending actions (additional drives, class merges/splits, staggered starts).

• Headcount reconciliation and reporting • Maintain a single source of truth for pipeline and class headcount from offer through Day 0, including no-shows, drop-outs, and re-hires.

• Publish daily/weekly dashboards on planned vs. actual headcount for each group and stage (staging, foundation, process training, nesting).

• ID creation and access management • Trigger and track ID creation and system access requests for all current hires as per the TIP pre-onboarding process.

• Ensure all IDs, tools, and system accesses are active before Day 1 and monitor resolution of exceptions.

• Logistics and infrastructure readiness • Coordinate room bookings, seating plans, and infrastructure (machines, telephony, network) for upcoming classes.

• Confirm readiness via a standard pre-class checklist (rooms, tools, materials, access, signages, safety compliance) and escalate gaps early.

• Data analytics and insights • Build and maintain datasets combining attendance, assessments, QA scores, nesting metrics, and early production performance for each group to analyze attrition vs. performance trends.

• Provide weekly analytical read-outs to Training, Ops, and TIP on batch health (e.g., risk flags by topic, trainer, time-slot, or sourcing channel).

• Governance and communication • Drive a weekly staging governance call with TA, Training, WFM, and Ops to review pipeline, upcoming batches,



risks, and actions.

• Maintain a central tracker and share concise minutes and follow-up actions after each governance forum.

Preferred candidate profile

Our most successful candidates will have: Technical skills (Basic Computer Skills) - Ability to use the computer system.

- Booting and shutting down computer - Basic level familiarity of Operating System (Windows 2007 / XP and Up) - Usage of MS Office suite (MS Outlook, MS Word, MS PowerPoint and MS Excel) - Knowledge of browsers (MS Internet Explorer) - Analytical Skills Skills - Typing skills of 40 words per minute with an accuracy of 90% - Comprehension Ability to clearly understand the problem statement.

- Strong Written Communication Skills with Business English capabilities - Steady Speech Rate with ability to articulate clearly and concisely.

- Team facilitation and training skills - Strong decision making and problem solving skills - Effective change leadership skills - Ability to work well under pressure - Ability to de-escalate customers; conflict resolution skills - Ability to formulate and deliver specific, actionable feedback - Basic understanding of P&L; concepts - Voice and accent skills – Ability to communicate fluently. Key Competencies - Must be employed with Viator for minimum of 90 days - Shift flexibility is mandatory - Direct experience with the Customer Care and Telesales - Ability to work accurately and meet SLA guidelines - Strong team player with the ability to work within a close environment - Positive, ‘can do’ attitude - Strong attention to detail - Willingness to take on project work when required - Excellent communication and time management skills - Proven problem solving skills Willing to work onsite in Clark Pampanga, with night/shifting schedules.

📌 Senior Associate Manager -NHT (Navi Mumbai)
🏢 Sutherland
📍 Navi Mumbai