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Trainer

JOB DESCRIPTION

1. Responsibilities of the Role :

a.	Training delivery will be a principle part of the role.
b.	Implement trainings as per training calendars.
c.	Develop action plans for ongoing training and improvement. 
d.	Work closely...
JOB DESCRIPTION

1. Responsibilities of the Role :

a.	Training delivery will be a principle part of the role.
b.	Implement trainings as per training calendars.
c.	Develop action plans for ongoing training and improvement. 
d.	Work closely with Project Managers/Instructional Designers during transition of new programs.
e.	Conduct Process Improvement and Update Dissemination Sessions.
f.	Coach and Mentor Team Members (both New Hires and on the Floor) in a structured manner to bring them up the learning curve.

2. Skills Needed :

a.	Should be able to handle ambiguity – specially while training on new processes and procedures, when all the details are not available. 
b.	Attention to detail – to be able to plug in gaps as and when updates arrive and also to be able to ask relevant questions from the client.
c.	Logical thought process.
d.	Creative - should be able to simplify concepts for the learners by using examples, stories etc. .
e.	Ability to coordinate effectively and efficiently with Virtual Team Members.
f.      Improvement/Update Dissemination Sessions
g.	Exposure to providing floor support to New Hires

3. Qualification :

a.	Should be a Graduate
b.     At least 4-5 years of BPO training experience, primarily in back office projects
c.     At least 1-2 years of experience in delivering Process related trainings/Process improvement/Update dissemination Sessions
d.     Exposure to providing floor support to New Hires

4. Location :

The positions are based at the Delivery centers around Uttarakhand.

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Business Development Manager

Description for Business Development Manager

Primary goal of the role is to generate new business and develop new clients for the organization. The role encompasses both Pre Sales as well as Closure. 
A.	Main Accountabilities 
1.	Sales...
Description for Business Development Manager

Primary goal of the role is to generate new business and develop new clients for the organization. The role encompasses both Pre Sales as well as Closure. 
A.	Main Accountabilities 
1.	Sales Closure/Generating New Business
a.	Create a well-qualified pipeline of prospective opportunities by establishing and maintaining professional relationships with key decision-makers;
b.	Research, source, make initial contact (cold calling, telephone prospecting), and meet potential clients at their locations to accurately qualify the prospect and establish needs;
c.	Prepare and present proposals and close new accounts in targeted verticals;
d.	Preparing & delivering presentations
e.	Discussions/negotiations as needed for the closure of contracts.
f.	Strategizing as per organizational vision and plan activities & tasks on weekly/monthly/quarterly basis to achieve Annual as well as long terms targets.
2.	Account Management
a.	Up to date on existing accounts to be able to predict any contingenices
b.	Maintaining relations with existing clients to ensure streamline execution of existing operations
c.	Identify and close new opportunities in the same account 

3.	Pre Sales Management
a.	Responding to RFPs
b.	Participating in bids
c.	Developing & maintaining content & collateral for use in sales & marketing
d.	On-going interaction with service delivery teams to create repository of material for use in marketing collateral (processes, practices, data, photos, videos, stories etc).
e.	Development & on-going maintenance of corporate presentation, capability documentation, company website, proposal template etc. 

4.	Marketing 
a.	Network and actively participate in relevant events and conferences in targeted verticals
b.	Participating in relevant events and conferences in order to 
i.	Increase networking opportunities
ii.	Increase Organizational visibility
c.	Formulating sales strategy, branding/positioning strategy and leading their implementation. 

B.	Core Competencies and Attributes:
a.	Professional self-starter, high level of motivation, customer empathy and ethics;
b.	Dynamic result driven  individual 
c.	Outstanding interpersonal skills;
d.	Strong initiative skills, working both independently and as part of a team;
e.	Excellent skills in teamwork, leadership and communication;
f.	Aggressive strategist with proven ability to close the deals via strong and persuasive closing skills;
g.	Strong attention to detail and accuracy;
h.	Ability to work efficiently on simultaneous assignments under tight deadlines with minimum supervision;
i.	Strong analytical and reasoning abilities;
j.	Demonstrated success in building trust and maintaining long-term relationships;  
C.	Mandatory Requirements:
a.	Experience in direct selling of BPO/IT services
b.	Should have handled an annual Sales Target of at least 1.5cr
c.	Should be open to travel to rural Uttarakhand on need basis 

D.	Qualifications & Experience:
a.	Should have at least 8-10 years of experience in managing end to end Domestic or International Sales. 
b.	Should have experience in selling in a B2B environment
c.	At least an MBA (or someone with seriously impressive work experience)
d.	Strong inclination/orientation towards social/rural development. Some kind of rural/social sector qualification/exposure would be a plus (e.g. IRMA, IIFM, XIMB). 
e.	Bachelor's/ Master’s degree preferably in Business, Marketing, or International Marketing
f.	Proven experience in developing account penetration and development strategies, conducting cold calls, qualifying prospects, making sales presentations, closing techniques, and developing service and pricing proposals.

E.	Compensation:
a.	Compensation will commensurate with experience and will include performance-linked variable component payable monthly. 

F.	Location:
a.	The positions are based in Mumbai, Bangalore and Chennai. Requires willingness to travel and spend extended periods of time at client locations (domestic currently) and at the Delivery centres around Uttarakhand.

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Team Leader - Process Excellence

JOB DESCRIPTION

1. Responsibilities of Role :
 
a.	Monitor and evaluate metrics, identifying required actions necessary to achieve service level and quality targets.
b.	Monitor calls to ensure positive customer experience and provide direct...
JOB DESCRIPTION

1. Responsibilities of Role :
 
a.	Monitor and evaluate metrics, identifying required actions necessary to achieve service level and quality targets.
b.	Monitor calls to ensure positive customer experience and provide direct feedback on observed performance.
c.	Coaching & feedback of team member
d.	Conducting refresher training for quality related updates.
e.	Quality calibration with client for updates & new procedures. 
f.	Determining performance metrics in quality for team member’s on   regular intervals.
g.	Identifying & Conducting regular one on one session to ensure maximum employee satisfaction & productivity.
h.	Calibration with training team related to updation of training module based on current processed & updates.
i.	Ensuring team bonding and team interaction as to avoid attrition happening on the grounds of dissatisfaction in the team.
j.	 To monitor Stag Data (based on client SLA ) would need to check whether a team member is achieving those SLA or not)
k.	Liasoning between different departments for any issue amongst team members which is an area of concern. 
l.	Documentation of policies & procedures in line with ISO 9000.

2. Skills:

a.	Good Communication Skills both verbal & written
b.	Customer Oriented ability to assess customer needs & prioritize accordingly.
c.	Coaching / Feedback Imparting Skills
d.	People Management Skills
e.	Knowledge of Powerpoint and Excel
f.	Ability to analyse reports
g.	Knowledge of six sigma tools.

3. Qualification :

a.	Minimum 2 to 3 years of experience.
b.	Graduate in any stream.

3. Location:

The positions are based at the Delivery centers around Uttarakhand.

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IT Executive

JOB DESCRIPTION

1. Responsibilities of the Role:

a.	Support the centers for any IT related requirements
b.	Travel from one center to another based on requirement. 
c.	Trouble shooting

2. Skills Need:

In depth knowledge of installation,...
JOB DESCRIPTION

1. Responsibilities of the Role:

a.	Support the centers for any IT related requirements
b.	Travel from one center to another based on requirement. 
c.	Trouble shooting

2. Skills Need:

In depth knowledge of installation, configuration and troubleshooting of
a.	Windows/Linux server operating systems.
b.	Windows/Linux desktop operating systems.
c.	Well known applications
d.	Various computer hardware (desktop/servers).
e.	Active network equipment (switches, router and Wi-Fi)
f.	Passive network equipment  (structured cabling)
g.	Standalone and network printers

3.  Qualification:

a.	Any Diploma/Technical course in IT
b.	Minimum 1 year of experience

4. Location:

The positions are based at the Delivery centers in Uttarakhand.

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Service Delivery Leader

Description for Service Delivery Leader
The role requires a Leader with an extensive experience of Service Delivery Management with a genuine interest in developing People. Primary Goal of the role is to enable the successful carrying out of BPO...
Description for Service Delivery Leader
The role requires a Leader with an extensive experience of Service Delivery Management with a genuine interest in developing People. Primary Goal of the role is to enable the successful carrying out of BPO operations in remote rural areas, while upholding B2R’s Values. It encompasses contribution both at a strategic level as well as operational level. Candidate will have to focus on Client Operations and on enabling people (mix of Rural and Urban youth) to manage Client Operations. 
A.	Main Accountabilities 
1.	Enabling People
a.	Motivates, develops and coaches  other service delivery employees (team) to manage Client Operations
i.	Enable people to conduct One to Ones with their team members
ii.	Develop people to conduct performance reviews 
iii.	Provide insight to people on nuances of Client Relationship and help them develop the attitude and consequently behaviour that drives it on daily basis
iv.	Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.
v.	Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback.
vi.	Consciously create a workplace culture that is consistent with the overall organization's vision and values- Promote and Lead Organizational Values
vii.	Lead employees to meet the organization's expectations for productivity, quality, and people satisfaction.

2.	Delivery and Maintaining Quality
a.	Service delivery related- Deliver existing work
i.	Responsible for overall service levels of client business processes running in the centre
ii.	Resource planning and standardizing processes to ensure consistent predictable output as per internal SLAs (very crucial as we expand to large number of centers).
iii.	Daily work distribution & work management 
iv.	Management of staff availability (time as a crucial input resource) 
v.	Quality & Error Analysis – analysis of errors & give feedback at individual & team level 
vi.	Provides support to new business opportunities
vii.	People management – responsible for performance management, attrition, team satisfaction
viii.	Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output.

B.	Core Competencies and Attributes:
a.	General
i.	High degree of personal Integrity
b.	Business Related
i.	Operations generalist with sound understanding of running operations
ii.	Outstanding communication skills both written and verbal
iii.	Big Picture thinking with a fortitude/inclination to get into details
iv.	Ability to think strategically, multi-task and meet deadlines
v.	Strong analytic and decision making abilities.
c.	People Related
i.	Genuine Interest in developing people and making them succeed
ii.	High emotional intelligence 
iii.	Ability to empathize and work with staff at all levels, while responsibly resolving critical issues
iv.	Ability to work under pressure while not transferring it to others
v.	Ability to walk the talk

C.	Mandatory Requirement:
a.	Location
i.	Should be willing to relocate (Spend 80% of time at the sites) in Uttarakhand
ii.	Candidate will be required to travel among various sites in Uttarakhand

D.	Qualifications & Experience:
a.	Should have at least 10-12 plus years of experience, of which at least significant part needs to be in Business Process Outsourcing
b.	Preferably earlier roles should include exposure to BPO operations as well as strong grounding in quality and training
c.	Extensive client interaction, domestic or international 
d.	Successful coaching/people enabling experience
e.	Exposure to technology platforms and infrastructure to help create appropriate delivery solutions. 

E.	Compensation:
a.	Compensation will commensurate with experience and will include performance-linked variable component payable monthly.