AI/ML Engineer (Python)

Job Description for Voice Process Executive

Job Profile: Voice Process Executive

Position: Customer Support Voice Process

Location: Bengaluru, KA

Job Mode: Work from Office

Notice Period: Immediate Joiners Preferred

Job Description

We are hiring enthusiastic and customer-focused Voice Process Executives for leading brands. The ideal candidates should have excellent communication skills, the ability to handle inbound and outbound calls professionally, and a customer service-oriented mindset. Candidates with prior BPO or customer interaction experience will be preferred.

Job Responsibilities

• Handle customer calls (inbound and/or outbound) efficiently and professionally.
• Understand customer queries, provide accurate information, and resolve issues.
• Work in rotational shifts with weekly offs as per process requirements.

Eligibility Criteria

• Experience: Open to both freshers and experienced candidates.
• Language Skills: Must be fluent in English; fluency in Hindi is an added advantage.
• Work Schedule:

5 days a week in International Process

6 days a week in Domestic Process, with rotational or fixed shifts depending on the assignment; rotational week offs may apply.

• Cab Facility: Two-way cab available for candidates within a 25 km radius of the office (where applicable).

Salary Range:

• Freshers – ₹25,000–₹26,000 CTC (₹20,000–₹21,000 take-home).
• Experienced – ₹26,000–₹30,000 CTC (₹21,000–₹25,000 take-home).

What will I be doing?

• Ideate with key stakeholders, do market research and translate business goals to the product roadmap
• Define the product release process and coordinate all the processes required to bring the product to market
• ● Interview and understand customer needs, problems, and experiences, document and report insights
•  Coordinate with other teams/ stakeholders to deliver the product in a continuously evolving environment. 
• Identify and track key success metrics for all the products. Generate strategies to improve usage and take it to
• Prioritize features against what matters most to achieve the strategic goals and initiatives.
• Define requirements of the features from desired business use cases and write software requirement specifications - technical (database design, architecture)
• Coordinate with developers and outsourcing agencies to develop the products, guide developers, and review code if required.
• Anticipate possible issues in the future when the product is deployed to scale and take preventative steps for high uptime.
• Prepare product impact reports and present them to funders at regular intervals.

What skill do I need?

• Bachelor's degree or equivalent practical experience is a must in IT/Computer Engineering.
• Min 3 years of end-to-end software development experience and knowledge of tech stack (Angular, PHP, NodeJS, Android, and React) technical.
• Experience as a Product manager/owner in one of the business domains in Agriculture, Media& Advertisement, Healthcare, Payment
• Interested and curious to work at the intersection of multiple functional areas such as Product Management,
• Excellent communication (written and oral) and presentation
• Manage the product development process from conception through design, build, release, experimentation, analysis, and iteration
• Communicate the business values to the field and customers
• Proven organizational skills; ability to multi-task and work on several assignments concurrently but still be detail oriented.

The candidate should be good in designing. He should have accurate knowledge about graphic designing. Latest technology is must. Communication skills should be good.

• Lead the tech team on daily project development including legacy system refactor and new feature implementation
• At least 4+ years of people management experience.
• Design, build and maintain our trading systems that deal with trade matching, accounting, financial reporting, liquidity, and risk management.
• Articulate a long-term vision for maintaining and scaling our trading systems.
• Liaise with business, product team members, and senior leadership to turn our product and technical vision into a tangible roadmap.

Minimum Qualifications:

• Experience in leading a team to design and build services that are highly scalable and robust.
• 5+ years of professional experience with at least one of the following languages: Go (preferred).
• Solid knowledge of multithreading, enterprise integration pattern, microservice.
• Fluent English speaker.
• Bachelor's degree in a technical field

Nice to have:

• Full-stack experience: knowledge of Javascript React, IOS and Android app development.
• Knowledge of Ethereum-like blockchains.
• Experience in crypto exchange development.
• Experience in building systems in the finance industry.
• Familiar with DevOps work with AWS or GCP

Conditions:

• Do something meaningful; Be a part of the future of financial technology and the no.1 company in the industry
• Fast-moving, challenging and unique business problems
• International work environment and flat organization
• Great career development opportunities in a growing company
• Possibility for relocation and international transfers mid-career
• Competitive salary
• Flexible working hours, Casual work attire

Despite the global pandemic, Flexiple has been growing ~25% month on month for the last 6 months and has grown its fully distributed network of highly skilled tech talent across ~50 countries now.

Our Marketplace & Talent Operations team till date has been led by https://www.linkedin.com/in/suvansh-bansal/">Suvansh Bansal, right now assisted by a 10 member team. We are now looking to add a leader to the team who can help us hire, grow, nurture, and retain quality operations talent. Additionally, you will play a key role in leading the strategy and execution to ensure that high-quality freelance talent is onboarded and optimally placed to meet client demands (average deal size of ~US$30000).

You have the opportunity to be a part of a company that is leading the remote work revolution and be the revenue-driving force in the premium B2B services industry Flexiple operates in. We expect to grow to $15 million by end of FY22-23.

Kindly note, this is a remote position.

• Attracting & Retaining Talent - Build and execute a strategy to effectively attract, onboard, and retain talent to meet the speed and quality expectations of our clients. This includes collaborating with our screening teams to optimize the process for sourced talent. Your strategic and analytical thinking will contribute to the formulation of unique solutions to streamline such processes.
• Optimize matching process - Lead a fully distributed team and ensure work practices are designed to encourage revenue optimization. The focus thus, needs to be on assessing client needs, finding the "right" freelancer, so that we can match freelance talent to meet the speed and quality expectations of our clients. A key work area would be to do supply planning in alignment with forecasted client demand.
• Collaboration with Sales team - Build robust feedback loops with the Sales team to ensure that both teams work in the same direction. Your success will be measured by exceeding established KPIs for the supply and the demand teams.
• Driving improvements with the Marketing team - Lead efforts while working with the founders to dramatically scale the inbound funnel. Your role will be prioritize the different methods of talent acquisition to meet the forecasted client demand. Your insights will help the marketing team build landing pages and site resources to attract and retain targeted talent.
• Work with the Founders - Share feedback backed by strategic and analytical thinking with the founders on tech products (for freelancer success, onboarding, and matching), technical screening, talent success (laying out a clear path for success for our community).
• Team - Lead by example, hire/ train/ mentor mentor junior team members, and provide instant, relevant feedback on areas of improvement for processes and performance.

Expectations in Week 1

1. Understand our business model and way of working.
2. Work with key teams to learn the core of Flexiple's talent operations and sales capabilities.

Expectations in Month 1

1. Take ownership of a set of freelancer leads and work on the process followed for them.
2. Complete a current state assessment of the structure and functions that define attracting, onboarding, and retaining talent.
3. Pick up necessary tech skills that are needed for the industry.

Expectations till Month 3

1. Take ownership of a set of client leads and work on finding the best matches for them.
2. Complete a current state assessment of the structure and functions that define the Talent Matching process.
3. Work with the existing Talent Operations team to help them improve their sales ability, industry knowledge, and tech understanding.
4. Get the team in the habit of hitting their targets every month.
5. Build up on the tech skills you picked up in the first month.

Expectations till Month 6

1. Assess, develop, and execute strategies to effectively onboard, and retain talent while adapting to the specialized needs of our clients.
2. Begin to assess, develop, and execute strategies to effectively matching talent while meeting the speed and quality expectations of our clients.
3. Gain a deep understanding of the supply/ demand dynamics within Flexiple to assist with prioritization of matching activities and optimal supply planning.
4. Build up on the tech skills you picked up in the first 3 months.

Expectations in Year 1

1. Take ownership of the talent attraction, on-boarding, retention, and matching teams to meet changing demands and drive revenues.
2. Develop and nurture robust feedback loops between the Talent Operations team and the Sales teams to efficiently run the matching process.
3. Evaluate the current team and bridge shortfalls by hiring, training, growing, and retaining internal talent for the Talent Operations team.
4. Develop supply models to ensure we can meet client expectations for current and future needs.

• 5+ years of experience in business operations/ management consulting, developing and executing strategies, leveraging analytics and KPIs to inform decision-making and performance management.
• Strong analytical skills and ability to problem solve to inform supply planning decisions so that priorities can be set are mandatory.
• Ability to lead a global team, provide motivation and clear direction to meet expectations by instilling accountability for quality, sense of urgency, and deepening of customer relationships with both clients and freelance talents.
• Proven ability to collaborate effectively and develop strong cross-functional relationships, especially with Operations and Sales functions.
• Accustomed to working in a metrics-driven environment and success in developing methods to achieve KPI expectations.
• Expertise in building a replicable playbook to hire, train, mentor junior team members.
• Ability to adapt to changing business priorities and environments.

• A fully remote (work from anywhere) role
• Receive a more-than-competitive salary plus benefits
• A flat and transparent culture
• Support for setting up home office
• Laptop on joining
•  
• Enjoy a culture with opportunities for growth and learning