Job description Job Title: Sr. Manager Learning & Development Department: Human Resources Location: Thane Reporting to: AGM Learning & OD, WLL Job Purpose / Summary: The Manager Learning & Development will be responsible for driving central L&D initiatives by working closely with plant/business L&D SPOCs, identifying and evaluating training partners, and managing the training calendar, attendance tracking, and feedback mechanisms on the LMS platform. The role also involves supporting strategic HR initiatives, including GPTW execution, Amber employee surveys, Zyla Health programs, and other engagement initiatives. Job Description: 1. Learning & Development Strategy & Execution Collaborate with plant L&D SPOCs to ensure seamless execution of learning programs across locations. Identify, evaluate, and shortlist training partners/vendors based on organizational learning needs. Develop and maintain the annual training calendar, ensuring alignment with business and HR priorities. Track training attendance, completion status, and effectiveness using the LMS platform. Analyze training feedback and suggest improvements to enhance program impact. 2. LMS & Training Administration Manage and optimize the Learning Management System (LMS) for training content, attendance tracking, and feedback collection. Ensure timely updates and reporting on training metrics. 3. HR & Employee Engagement Initiatives Support the execution of GPTW (Great Place to Work) certification process, including data collection, coordination, and action plan implementation. Drive employee surveys (Amber, internal engagement surveys) and support action planning based on feedback. Coordinate employee well-being initiatives like Zyla Health, ensuring effective participation and impact measurement. Employee Engagement & Culture: Plan engagement calendars, festive events, and R&R programs. Drive GPTW, Amber surveys, and action planning. Lead well-being initiatives and culture-building campaigns. 4. Cross-Functional Collaboration & Stakeholder Management Work closely with HR, business leaders, and external training partners to align L&D programs with business goals. Support leadership in learning program insights, reports, and strategic recommendations. Act as the single point of contact for central L&D initiatives, ensuring smooth execution across plants. Key Interactions: Internal: Plant L&D SPOCs, HR Business Partners, Departmental Heads, Leadership Team External: Training vendors, Learning Partners, LMS service providers Relevant Work Experience: 5-8 years of experience in Learning & Development, preferably in manufacturing, textiles, or FMCG. Experience in LMS management, training coordination, and vendor evaluation. Exposure to employee engagement surveys, GPTW certification, and well-being initiatives is a plus. Educational Qualifications: Bachelor/Masters degree in Human Resources, Business Administration, Organizational Development, or a related field. Certifications in L&D, instructional design, or HR analytics will be an advantage. Skills and Competencies: Strong stakeholder management and coordination skills Experience with LMS platforms and training analytics Excellent communication, facilitation, and interpersonal skills Ability to analyze training impact and recommend improvements Detail-oriented and organized, with experience managing multiple programs Exposure to employee engagement and well-being initiatives Role: Human Resources - Other Industry Type: Textile & Apparel (Home Textile) Department: Human Resources Employment Type: Full Time, Permanent Role Category: Human Resources - Other Education PG: MBA/PGDM in HR/Industrial Relations Key Skills Skills highlighted with ‘‘ are preferred keyskills Learning And DevelopmentHR E-learningEngagementLMSLearning ManagementTalent Development

Job description Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Associate Qualifications:Any Graduation Years of Experience:1 to 3 years Language - Ability:English(International) - Expert About AccentureAccenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for Workforce AnalyticsWorkforce Experience AnalyticsAbility to work well in a teamAdaptable and flexibleAgility for quick learningWritten and verbal communicationAbility to meet deadlinesMicrosoft ExcelMicrosoft PowerPoint Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation Role: Customer Success Associate Industry Type: IT Services & Consulting Department: Customer Success, Service & Operations Employment Type: Full Time, Permanent Role Category: Customer Success Education UG: Any Graduate PG: Any Postgraduate Key Skills Skills highlighted with ‘‘ are preferred keyskills service operationshuman resource managementworkforce managementcustomer supportwfm international bpochat processservice managementtraining managementcustomer servicecustomer carevoice processhandling escalationsperformance management

Job description for Risk & Compliance Analyst Position Title:Risk & Compliance Analyst CL -11 Location:Bengaluru Employment Type:Full Time Must have skills :Risk & Compliance Good to have skills :Compliance About CF/S&C Corporate Functions include Human Resources, Finance, Legal, Marketing Communications, and Workplace Solutionsthat power Accenture's people across industries and functions to keep our business leading in the New. Join the heart and soul of Accenture, partnering with our extraordinary people to bring innovation into every organization. About Accenture: Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, the company offers Strategy and Consulting, Song (Interactive), Technology and Operations servicesall powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. With net revenues of $64 billion for 2023, their 774,000+ employees deliver on the promise of technology and human ingenuity every day, serving clients in more than 49 countries and over 200 cities. Job Summary: The Risk & Compliance Manageris responsible for identifying, assessing, and mitigating potential organizational risks. They develop and implement risk management plans and ensure the organization complies with relevant laws, regulations, and internal policies. Roles & Responsibilities: Candidate should have good excel skills. Adaptable and flexible Maintain and update compliance calendar, trackers, periodical reports, and repositories. Knowledge of labour Laws Strong understanding of compliance rules and procedures. Excellent analytical, organizational, and communication skills. Ability to work collaboratively with various teams and departments. Conduct risk assessments and analyze data to identify potential compliance issues. Develop and implement strategies to mitigate risks. Coordinate with internal and external stakeholders to improve processes and remediate vulnerabilities. Conduct regular audits to ensure compliance with internal and external regulations. Prepare and present reports on compliance and risk management activities. Assist in the development and maintenance of the Compliance Management System. Job Qualification: Additional Information: - The ideal candidate will possess a strong educational background in Law or a related field, along with good knowledge and experience in relevant country compliance. This position is based at our Bengaluru office. About Our Company | Accenture Qualification Experience:Minimum 3 - 4 year(s) of experience is required Educational Qualification:LLB Role: Risk Management & Compliance - Other Industry Type: IT Services & Consulting Department: Risk Management & Compliance Employment Type: Full Time, Permanent Role Category: Risk Management & Compliance - Other Education UG: LLB in Law PG: Any Postgraduate Key Skills Skills highlighted with ‘‘ are preferred keyskills risk complianceamlcompliance managementcompliance analysiskyc risk managementrisk assessmentdue diligenceanti money launderinginternal controlinvestment bankingbusiness analysisauditinginternal auditdue diligence review

Job description Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Associate Qualifications:Any Graduation Years of Experience:1 to 3 years Language - Ability:English(International) - Expert About AccentureAccenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for Workforce AnalyticsWorkforce Experience AnalyticsAbility to work well in a teamAdaptable and flexibleAgility for quick learningWritten and verbal communicationAbility to meet deadlinesMicrosoft ExcelMicrosoft PowerPoint Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation Role: Customer Success Associate Industry Type: IT Services & Consulting Department: Customer Success, Service & Operations Employment Type: Full Time, Permanent Role Category: Customer Success Education UG: Any Graduate PG: Any Postgraduate Key Skills Skills highlighted with ‘‘ are preferred keyskills service operationshuman resource managementworkforce managementcustomer supportwfm international bpochat processservice managementtraining managementcustomer servicecustomer carevoice processhandling escalationsperformance management

Job description for Risk & Compliance Analyst Position Title:Risk & Compliance Analyst CL -11 Location:Bengaluru Employment Type:Full Time Must have skills :Risk & Compliance Good to have skills :Compliance About CF/S&C Corporate Functions include Human Resources, Finance, Legal, Marketing Communications, and Workplace Solutionsthat power Accenture's people across industries and functions to keep our business leading in the New. Join the heart and soul of Accenture, partnering with our extraordinary people to bring innovation into every organization. About Accenture: Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, the company offers Strategy and Consulting, Song (Interactive), Technology and Operations servicesall powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. With net revenues of $64 billion for 2023, their 774,000+ employees deliver on the promise of technology and human ingenuity every day, serving clients in more than 49 countries and over 200 cities. Job Summary: The Risk & Compliance Manageris responsible for identifying, assessing, and mitigating potential organizational risks. They develop and implement risk management plans and ensure the organization complies with relevant laws, regulations, and internal policies. Roles & Responsibilities: Candidate should have good excel skills. Adaptable and flexible Maintain and update compliance calendar, trackers, periodical reports, and repositories. Knowledge of labour Laws Strong understanding of compliance rules and procedures. Excellent analytical, organizational, and communication skills. Ability to work collaboratively with various teams and departments. Conduct risk assessments and analyze data to identify potential compliance issues. Develop and implement strategies to mitigate risks. Coordinate with internal and external stakeholders to improve processes and remediate vulnerabilities. Conduct regular audits to ensure compliance with internal and external regulations. Prepare and present reports on compliance and risk management activities. Assist in the development and maintenance of the Compliance Management System. Job Qualification: Additional Information: - The ideal candidate will possess a strong educational background in Law or a related field, along with good knowledge and experience in relevant country compliance. This position is based at our Bengaluru office. About Our Company | Accenture Qualification Experience:Minimum 3 - 4 year(s) of experience is required Educational Qualification:LLB Role: Risk Management & Compliance - Other Industry Type: IT Services & Consulting Department: Risk Management & Compliance Employment Type: Full Time, Permanent Role Category: Risk Management & Compliance - Other Education UG: LLB in Law PG: Any Postgraduate Key Skills Skills highlighted with ‘‘ are preferred keyskills risk complianceamlcompliance managementcompliance analysiskyc risk managementrisk assessmentdue diligenceanti money launderinginternal controlinvestment bankingbusiness analysisauditinginternal auditdue diligence review

Job description Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Associate Qualifications:Any Graduation Years of Experience:1 to 3 years Language - Ability:English(International) - Expert About AccentureAccenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for Workforce AnalyticsWorkforce Experience AnalyticsAbility to work well in a teamAdaptable and flexibleAgility for quick learningWritten and verbal communicationAbility to meet deadlinesMicrosoft ExcelMicrosoft PowerPoint Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation Role: Customer Success Associate Industry Type: IT Services & Consulting Department: Customer Success, Service & Operations Employment Type: Full Time, Permanent Role Category: Customer Success Education UG: Any Graduate PG: Any Postgraduate Key Skills Skills highlighted with ‘‘ are preferred keyskills service operationshuman resource managementworkforce managementcustomer supportwfm international bpochat processservice managementtraining managementcustomer servicecustomer carevoice processhandling escalationsperformance management

Job description for Risk & Compliance Analyst Position Title:Risk & Compliance Analyst CL -11 Location:Bengaluru Employment Type:Full Time Must have skills :Risk & Compliance Good to have skills :Compliance About CF/S&C Corporate Functions include Human Resources, Finance, Legal, Marketing Communications, and Workplace Solutionsthat power Accenture's people across industries and functions to keep our business leading in the New. Join the heart and soul of Accenture, partnering with our extraordinary people to bring innovation into every organization. About Accenture: Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, the company offers Strategy and Consulting, Song (Interactive), Technology and Operations servicesall powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. With net revenues of $64 billion for 2023, their 774,000+ employees deliver on the promise of technology and human ingenuity every day, serving clients in more than 49 countries and over 200 cities. Job Summary: The Risk & Compliance Manageris responsible for identifying, assessing, and mitigating potential organizational risks. They develop and implement risk management plans and ensure the organization complies with relevant laws, regulations, and internal policies. Roles & Responsibilities: Candidate should have good excel skills. Adaptable and flexible Maintain and update compliance calendar, trackers, periodical reports, and repositories. Knowledge of labour Laws Strong understanding of compliance rules and procedures. Excellent analytical, organizational, and communication skills. Ability to work collaboratively with various teams and departments. Conduct risk assessments and analyze data to identify potential compliance issues. Develop and implement strategies to mitigate risks. Coordinate with internal and external stakeholders to improve processes and remediate vulnerabilities. Conduct regular audits to ensure compliance with internal and external regulations. Prepare and present reports on compliance and risk management activities. Assist in the development and maintenance of the Compliance Management System. Job Qualification: Additional Information: - The ideal candidate will possess a strong educational background in Law or a related field, along with good knowledge and experience in relevant country compliance. This position is based at our Bengaluru office. About Our Company | Accenture Qualification Experience:Minimum 3 - 4 year(s) of experience is required Educational Qualification:LLB Role: Risk Management & Compliance - Other Industry Type: IT Services & Consulting Department: Risk Management & Compliance Employment Type: Full Time, Permanent Role Category: Risk Management & Compliance - Other Education UG: LLB in Law PG: Any Postgraduate Key Skills Skills highlighted with ‘‘ are preferred keyskills risk complianceamlcompliance managementcompliance analysiskyc risk managementrisk assessmentdue diligenceanti money launderinginternal controlinvestment bankingbusiness analysisauditinginternal auditdue diligence review

Job description Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Associate Qualifications:Any Graduation Years of Experience:1 to 3 years Language - Ability:English(International) - Expert About AccentureAccenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for Workforce AnalyticsWorkforce Experience AnalyticsAbility to work well in a teamAdaptable and flexibleAgility for quick learningWritten and verbal communicationAbility to meet deadlinesMicrosoft ExcelMicrosoft PowerPoint Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation Role: Customer Success Associate Industry Type: IT Services & Consulting Department: Customer Success, Service & Operations Employment Type: Full Time, Permanent Role Category: Customer Success Education UG: Any Graduate PG: Any Postgraduate Key Skills Skills highlighted with ‘‘ are preferred keyskills service operationshuman resource managementworkforce managementcustomer supportwfm international bpochat processservice managementtraining managementcustomer servicecustomer carevoice processhandling escalationsperformance management

Job description for Risk & Compliance Analyst Position Title:Risk & Compliance Analyst CL -11 Location:Bengaluru Employment Type:Full Time Must have skills :Risk & Compliance Good to have skills :Compliance About CF/S&C Corporate Functions include Human Resources, Finance, Legal, Marketing Communications, and Workplace Solutionsthat power Accenture's people across industries and functions to keep our business leading in the New. Join the heart and soul of Accenture, partnering with our extraordinary people to bring innovation into every organization. About Accenture: Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, the company offers Strategy and Consulting, Song (Interactive), Technology and Operations servicesall powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. With net revenues of $64 billion for 2023, their 774,000+ employees deliver on the promise of technology and human ingenuity every day, serving clients in more than 49 countries and over 200 cities. Job Summary: The Risk & Compliance Manageris responsible for identifying, assessing, and mitigating potential organizational risks. They develop and implement risk management plans and ensure the organization complies with relevant laws, regulations, and internal policies. Roles & Responsibilities: Candidate should have good excel skills. Adaptable and flexible Maintain and update compliance calendar, trackers, periodical reports, and repositories. Knowledge of labour Laws Strong understanding of compliance rules and procedures. Excellent analytical, organizational, and communication skills. Ability to work collaboratively with various teams and departments. Conduct risk assessments and analyze data to identify potential compliance issues. Develop and implement strategies to mitigate risks. Coordinate with internal and external stakeholders to improve processes and remediate vulnerabilities. Conduct regular audits to ensure compliance with internal and external regulations. Prepare and present reports on compliance and risk management activities. Assist in the development and maintenance of the Compliance Management System. Job Qualification: Additional Information: - The ideal candidate will possess a strong educational background in Law or a related field, along with good knowledge and experience in relevant country compliance. This position is based at our Bengaluru office. About Our Company | Accenture Qualification Experience:Minimum 3 - 4 year(s) of experience is required Educational Qualification:LLB Role: Risk Management & Compliance - Other Industry Type: IT Services & Consulting Department: Risk Management & Compliance Employment Type: Full Time, Permanent Role Category: Risk Management & Compliance - Other Education UG: LLB in Law PG: Any Postgraduate Key Skills Skills highlighted with ‘‘ are preferred keyskills risk complianceamlcompliance managementcompliance analysiskyc risk managementrisk assessmentdue diligenceanti money launderinginternal controlinvestment bankingbusiness analysisauditinginternal auditdue diligence review

Job description Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Associate Qualifications:Any Graduation Years of Experience:1 to 3 years Language - Ability:English(International) - Expert About AccentureAccenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for Workforce AnalyticsWorkforce Experience AnalyticsAbility to work well in a teamAdaptable and flexibleAgility for quick learningWritten and verbal communicationAbility to meet deadlinesMicrosoft ExcelMicrosoft PowerPoint Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation Role: Customer Success Associate Industry Type: IT Services & Consulting Department: Customer Success, Service & Operations Employment Type: Full Time, Permanent Role Category: Customer Success Education UG: Any Graduate PG: Any Postgraduate Key Skills Skills highlighted with ‘‘ are preferred keyskills service operationshuman resource managementworkforce managementcustomer supportwfm international bpochat processservice managementtraining managementcustomer servicecustomer carevoice processhandling escalationsperformance management