CURRENT OPENINGS

No. of Positions: 10

• Team Handling
• Roster setting
• Controlling attrition
• Shrinkage controlling
• Performance Management

• Understanding the manpower Requirements
• Sourcing the relevant profiles from various portals/Sources
• External (referral, portal, campus, contact conversion)
• Screening the sourced profile and taking face to face interviews of candidates in pipeline.
• Lining up candidates according to the parameters and Requirement
• Interview coordination
• Achieving and exceeding the set Hiring targets
• Coordinating with the Stakeholders
• Must be good in Negotiation Skills
• Must have done bulk hiring for BPO's & contact centre.
• Willing to come with a target oriented area in terms up completion of hiring given for a month.
• Managing coordination, mass hiring, and initial screening.

• To meet daily the employees and building up repo with them
• Knowing and resolving their issues-Grievance Handling
• Maintaining the calendar and planning various activity like Fun activity, weekly activities, monthly activities, R&R Birthday or anniversary celebration.
• Warning letter and PIP
• Exit management
• Attrition Management

• Working as a Team leader in outbound Collection / Sales/Lead Generation for at least one year.
• Lead, motivate, counsel, develop and coach CREs to meet departmental KPIs and project SLAs
• Effective liaison with various departments within the organization to gain support and resolve CRE and customer issues.
• Enforce adherence to security and data protection within organization.
• Facilitate and implement process improvement ideas to improve efficiency.
• Proactively identify problems and presenting solution
• Maintain good rapport with the team and ensure people bonding.
• Proper handholding of new CREs to ensure retention
• Listen to CRE calls, share coach team and feedback on performance.
• Handle customer escalations
• Ensure that employees adhere to roster shift thus resulting in low shrinkage
• Ensure CREs complete their net Login hours and other KPIs.
• Able to highlight issues in process to supervisors for closure of the same like Systems down time, connectivity of data and other support failure.
• Manage, Lead & motivate the CREs to ensure their commitment and engagement.
• Ensure daily briefings on product & processes to keep his team abreast on new updates and product/process knowledge.
• Ensure adherence to committed quality, accuracy & turnaround of the processes

• Transaction Quality to meet Customer Experience
• Conduct regular Audits check on team and daily governance
• Manage Team and allocate responsibilities
• Responsible to manage RCA/Escalation
• Design Calendar for Calibration/Tape Review Must have done analysis on quality parameters.
• Grooming of QA(team members)
• Preparing data for MBR, QBR, reviews etc
• Client management. keen understanding on Process Improvement Six Sigma Green Belt Preferred.

• Should be having good Experience of Team Handling/ Rostering
• Should be from Inbound Process
• Must be a Graduate or equivalent
• Fluent in Hindi and English
• Able to communicate confidently and politely, with good speaking skills
• Must have knowledge about CRM
• Must have knowledge on Dialer solution/ Dialer Strategy
• Should have fair of incident management
• Should have handled ticket count in current profiles.

• Monitoring agent calls and provide feedback
• Analyzing portfolio performance through calls monitored and performance reports
• Improving performance through interventions
• Leading and participating in client calls Continuous portfolio performance improvement

• Experience in Team Leader -voice process (Inbound- Customer Support) or at least one year.
• Lead, motivate, counsel, develop and coach CREs to meet departmental KPIs and project SLAs
• Effective liaison with various departments within the organization to gain support and resolve CRE and customer issues.
• Enforce adherence to security and data protection within organization.
• Facilitate and implement process improvement ideas to improve efficiency.
• Proactively identify problems and presenting solution
• Maintain good rapport with the team and ensure people bonding.
• Proper handholding of new CREs to ensure retention
• Listen to CRE calls, share coach team and feedback on performance.
• Handle customer escalations
• Ensure that employees adhere to roster shift thus resulting in low shrinkage
• Ensure CREs complete their net Login hours and other KPIs.
• Able to highlight issues in process to supervisors for closure of the same like Systems down time, connectivity of data and other support failure.
• Manage, Lead & motivate the CREs to ensure their commitment and engagement.
• Ensure daily briefings on product & processes to keep his team abreast on new updates and product/process knowledge.
• Ensure adherence to committed quality, accuracy & turnaround of the processes
• Industry and domain knowledge
• Customer centricity
• Basic MS Excel, Word and Outlook
• Written and spoken communication
• Required as a part of day to day work to identify and analyze trends to ensure that potential issues are identified early and solutions provided.
• Able to take quick and rational decision with knowledge of likely impact for basic issues.

• Working as a Team leader in outbound Collection for at least one year.
• Lead, motivate, counsel, develop and coach CREs to meet departmental KPIs and project SLAs
• Effective liaison with various departments within the organization to gain support and resolve CRE and customer issues.
• Enforce adherence to security and data protection within organization.
• Facilitate and implement process improvement ideas to improve efficiency.
• Proactively identify problems and presenting solution
• Maintain good rapport with the team and ensure people bonding.
• Proper handholding of new CREs to ensure retention
• Listen to CRE calls, share coach team and feedback on performance.
• Handle customer escalations
• Ensure that employees adhere to rostered shift thus resulting in low shrinkage
• Ensure CREs complete their net Login hours and other KPIs.
• Able to highlight issues in process to supervisors for closure of the same like Systems down time, connectivity of data and other support failure.
• Manage, Lead & motivate the CREs to ensure their commitment and engagement.
• Ensure daily briefings on product & processes to keep his team abreast on new updates and product/process knowledge.
• Ensure adherence to committed quality, accuracy & turnaround of the processes
• Industry and domain knowledge
• Customer centricity
• Basic MS Excel, Word and Outlook
• Written and spoken communication
• Required as a part of day to day work to identify and analyze trends to ensure that potential issues are identified early and solutions provided.
• Able to take quick and rational decision with knowledge of likely impact for basic issues.

• Develop instructional material for sales trainees.
• Develop communication skills in sales and marketing people.
• Assist and coordinate with marketing and sales departments.
• Ensure that the training is conducted within the budgetary limits.
• Plan, schedule and provide training for sales personnel.
• Teach and instruct marketing trends and methods to sales personnel.
• Provide training in customer relationships.
• Provide training and drive sales personnel in achieving hundred percent outcomes.
• Ensure compliance of corporate policies, standards and procedures.
• Conducting skills gap analyses to identify areas of improvement
• Designing training curricula within time and budget constraints
• Producing physical and digital educational material (e.g. videos and case studies)
• Sales Trainer responsibilities include conducting skills gap analyses, preparing learning material and evaluating results after each training session.
• For this role, you will work closely with our salespeople to identify challenges they face on-the-job and recommend ways to increase productivity.
• Ultimately, you will help increase the overall performance of our sales teams and ensure they have the skills to achieve their goals.
• Conduct skills gap analyses to identify areas of improvement
• Design training curricula within time and budget constraints
• Produce physical and digital educational material (e.g. videos and case studies)
• Onboard new salespeople
• Coordinate individual and team performance review sessions to discuss strengths and weaknesses
• Monitor sales objectives and results
• Collect feedback from trainees and managers about training courses
• Report on impact of training programs (e.g. sales achieved)
• Liaise with external trainers or industry professionals and organize seminars
• Maintain updated records of training material, curricula and costs

• Candidate should be familiar and comfortable with Asterisk latest version.
• Preference would be given to having experience on IVR and Call Center application development.
• Hands on experience in multiple SIP Servers.
• Asterisk integration with PSTN is preferred.
• Experience in interfaces like EAGI, Fast AGI and AGI.
• Asterisk integration with Database (MySQL and MSSQL) with knowledge of queries and stored procedures.
• Scripting with Shell, Perl, Python.
• Experience in installing Hosted VoIP
• Strong Knowledge in PBX, SIP, RTP protocols.
• Strong knowledge of multi-asterisk server architecture
• Sound knowledge of Asterisk Dial-plan, Asterisk Gateway Interface and Asterisk Manager Interface.
• Worked on Queue, IVR and Voicemail related applications.
• Expert in Asterisk installation, configuration and troubleshooting.
• Expert knowledge installing and configuring Asterisk with PSTN card.
• R & D skills in Asterisk.
• Experienced with Linux (LAMP) servers (Centos, Apache, MySQL, PHP)
• Good knowledge of SIP and IAX
• Ability to test and troubleshoot Asterisk applications/issues

• Django Developer responsibilities include writing and testing code, debugging programs and integrating applications with third-party web services.
• To be successful in this role, you should have experience using server-side logic and work well in a team.
• Ultimately, you will build highly responsive web applications that align with our business needs.
• Responsibilities
• Write effective, scalable code
• Develop back-end components to improve responsiveness and overall performance
• Integrate user-facing elements into applications
• Test and debug programs
• Improve functionality of existing systems
• Assess and prioritize feature requests
• Coordinate with internal teams to understand user requirements and provide technical solutions
• Requirements
• 2 - 3 yrs of experience as Python or Django Web Developer
• Expert in Python, with knowledge of Django Web Framework
• Working knowledge of MSSQL and MySQL
• Fair understanding of building APIs
• Bonus points for Celery, RabbitMQ
• Good understanding of front-end technologies, such as JavaScript, HTML5,AngularJS and CSS3
• Understanding of accessibility and security compliance
• Knowledge of user authentication and authorization between multiple systems, servers, and environments
• Familiarity with event-driven programming in Python
• Strong unit test and debugging skills

No. of Positions: 5

• Responsibilities
• 1.Handling database management by using Advanced Excel tools.
• 2.Should be proficient with Advanced Excel Formulas such as , Pivot Table,Vlookups, Conditional formatting, count IF, Sum IF.
• 3.Good analytical skills for MIS, number crunching & reporting to internal & external customers.
• 4.Ensure accuracy and timeliness of reports sent.
• 5.Organization skills, with an ability to stay focused on assigned tasks.

• Responsibilities
• Basic process metrics management like Throughput, FAP, C-SAT scores, Call quality scores, Product test scores etc as defined for his level.
• Agent level feedback for quality and product Reporting basic
• escalation to supervisor.
• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint,
• Outlook, and Excel), and instructional software Good interpersonal
• skills and communication with all levels of management Organized and
• able to create multiple timelines, budgets, and schedules Able to
• multitask, prioritize, and manage time efficiently Excellent
• leadership, team building, and management skills Encouraging to team
• and staff, able to mentor and lead Excellent verbal and written
• communication skills Able to analyze problems and strategize for
• better solutions Process and product awareness Industry and domain
• knowledge Team Handling/Interpersonal Skills Customer's centricity

• Customers centricity - Internal policies awareness and issue management - Basic MS Excel, Word and Outlook - Good Written communication - Client communication capability
• Attrition control by ensuring people are taken care and well guided and their controllable issues are closed with transparent approach.
• Giving focus to new people by helping them to adjust in work environment and to supervisors for closure of the same like.
• Client KPI measurement, review with internal team and track in his review with team
• Ensuring ABCD ranking of his Team (CSA/TL) - Taking initiatives for process improvement.
• Reduce client escalations my tacking open points in customer VOC/VOB, review, MOMS etc. - Study market for process comparison and share analysis with External and Internal customer team

• Create and communicate an overall vision for quality within the company, setting goals and recommending organizational changes to achieve these goals.
• Communicate the company's quality system to customers.
• Create an environment conducive to continuous quality improvement and implements systems to nurture quality excellence.
• Promote consensus and quality throughout the company.
• Responsible for ensuring smooth set up and functioning of quality compliance at a vertical level to meet business, internal and certification requirements; this involves designing functional level policies and procedures and driving standardization across all clients
• Responsible for developing process improvement strategy at client / engagement level, planning and execution of projects; managing process improvement program for each business working closely with clients and operations
• Provides innovative solutions, facilitates and mentors improvement projects; trains and coaches LBBs, Black Belts on improvement projects
• Develops measures to improvement performance across processes including SLAs
• Participate in RFIs/ RFPs and provide inputs on transformation and quality management
• Work closely with client change and operations teams to identify / drive onshore improvement projects for select clients
• Lead improvement and transformation projects using Digital transformation , Lean, DMAIC and other six sigma methodologies like DFSS etc.
• Facilitate the sharing of best practices from within and outside the organization and implement them
• Planning and managing budget and resource allocation for the assigned vertical
• Business development and solution in select areas; support in RFP, RFI responses from quality perspective.
• Must have very good knowledge of call Centre functioning and Call Centre metrics
• Knowledge of all QC tools and QMS
• To identify process gaps and highlight it to the regional team
• Continues follow ups on issues escalated to respective stake holders
• To drive Process Improvement initiatives
• Must have good analytical skills to conduct various analysis and RCA on weekly/monthly basis
• Should have good command on MS office (Excel and PPT)
• Delivering the tasks within strict timelines
• Review and Regulate SOP
• Monitor, drive, and execute tasks as per SOP to ensure successful outcomes with Scope, Time, and Cost
• Attend to Process Escalation and provide effective solutions
• Should have excellent communication skills (written and spoken)
• Certified/Trained six sigma green belt is a must
• Experience of identifying process improvement opportunities.
• Handling Lean/Six sigma projects - Added advantage
• Willing to travel to regions as and when required.
• 
  
  Compliance -
  
• Create sound internal controls and monitor adherence to the defined contract terms
• Draft and revise department policies, whenever required
• Conduct audit processes proactively, practices and documents to identify weaknesses of internal departments
• Evaluate business activities to assess compliance risk
• Collaborate with external auditors and HR when needed
• Set plans to manage a crisis or compliance violation
• Keep abreast of internal standards and business goals
• Sharing Monthly compliance report with plan of action to respective stake holders