AI Success & Solutions (Lead / Manager / Director)

PluginLive Technologies-  a recruitment tech company is hiring for First Source

About the organization:

Established in 2001, Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a specialized BPM  partner with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. We provide transformational solutions and services to clients in healthcare, banking and financial services, communications, media, technology, and other diverse industries.

One thing drives every Firstsourcer – making it happen for our clients and solving their biggest challenges. With a team of 27,940+ Firstsourcers, we are a trusted growth partner for over 150 leading global brands, including several Fortune 500 and FTSE 100 companies and present in the US, the UK, Mexico, India, Australia, South Africa and Philippines.

Role Name- Customer Service Trainee

Type- Apprenticeship

Qualification & Background: Graduate (Fresher/BPO Experienced)

Location: Bengaluru, Mumbai and Chennai

Stipend

Chennai- 13k  (Backend role- DATA)

Bangalore- 18k (Voice and Email Chat role)

Mumbai- 18k (Voice and Email Chat role)

Pls note- there would be no deductions as the candidates would be hired as Apprentice for 12 months.

Work Type- Rotational Shifts

Pls note- Cab services will be provided to all the employees working during night shifts.

Position Requirements

- Basic knowledge of using MS office basic applications like Word, PowerPoint, Excel, Notes, etc.

Essential Skills:

• Willingness to work in rotating shifts (including night shifts)- 5 days a week.
• Communicate effectively, both orally and in writing.
• Flexibility to meet business requirements and fluctuating workload
• Organize, prioritize, and schedule work assignments.
• Hardworking and Smart working attitude with openness to feedback
• Have acceptable typing speed of at least 20 WPM/90% Accuracy

Roles & Responsibilities 

This role responds to customer queries and provide resolution, support and assistance to the customers pertaining to various products and services provided by our client through a blend/either of voice, email, web chat or backend documentation responses by delivering excellent customer service. Their goal is to educate and assist customers to make it as easy and as desirable as possible to do business.

• Deliver excellent customer service within shifts assigned including prompt resolution of customer related issues, complaints, enquiries or challenges.
• Should be abreast of all the key process related updates, SLAs, individual performance eventually contributing to team Performance.
• Grasp, comprehend & clear the training period with relevant tollgate scores.
• Attend all team briefing/meetings/coaching on a timely basis.
• Be knowledgeable of regular process changes provided.
• Seek guidance from Team leader/management and escalating when necessary or genuine needs arise.
• Maintain regular, reliable performance and attendance, including the daily schedule as assigned.
• Adhere to Company Code of Conduct & policies laid by the HR
• Handle inbound or outbound calls, chats, emails or data from customers (depending on process assigned)
• Connecting with customers, understand and empathize with their issues to provide the best suitable resolution at first contact where possible.
• On occasions, you may have to deliver what is seen as not-so-positive news, however make sure that a customer Understands the reasoning behind decisions that are made.
• Act as a team player and coordinate work respectfully with fellow members in co-ordination.
• Update relevant information accurately into the client’s systems and give constructive feedback to enhance systems and improve overall customer experience.
• Demonstrate a “can do” & “open-to-feedback” attitude, to develop a great working culture to help us achieve the best results.
• Work towards targets set, manage own time and prioritize tasks to meet through expected work discipline as a professional.
• Work closely with team leader by implementing the coaching aspects discussed for self and career development.

• Experience with Cloud native Data tools/Services such as AWS Athena, AWS Glue, Redshift Spectrum, AWS EMR, AWS Aurora, Big Query, Big Table, S3, etc.

• Strong programming skills in at least one of the following languages: Java, Scala, C++.

• Familiarity with a scripting language like Python as well as Unix/Linux shells.

• Comfortable with multiple AWS components including RDS, AWS Lambda, AWS Glue, AWS Athena, EMR. Equivalent tools in the GCP stack will also suffice.

• Strong analytical skills and advanced SQL knowledge, indexing, query optimization techniques.

• Experience implementing software around data processing, metadata management, and ETL pipeline tools like Airflow.

Experience with the following software/tools is highly desired:

• Apache Spark, Kafka, Hive, etc.

• SQL and NoSQL databases like MySQL, Postgres, DynamoDB.

• Workflow management tools like Airflow.

• AWS cloud services: RDS, AWS Lambda, AWS Glue, AWS Athena, EMR.

• Familiarity with Spark programming paradigms (batch and stream-processing).

• RESTful API services.

• As ABSG Senior SAP HCM SuccessFactors Consultant, you will be working with our client with cross-functional teams. IT development team and business users as consulting level.
• Involved in the full process of data gathering and analysis on user requirement, project design, strong project implementation in HCM modules, post-implementation support and roll-out.
• Identifies, assesses and solves complex business problems for area of responsibility, where analysis of situations or data requires an in-depth evaluation of variable factors
• You will be involved in carrying out SAP HCM-SuccessFactors integration projects; defining iflows, local & exception sub-process, value mapping artifacts.
• SuccessFactors integration related configuration in SAP HCM system (Example- field mapping for hiring candidates etc)
• Employee Central Foundation Objects, Generic Objects, Event Reasons Derivations, Business Rules and Notifications, Custom MDFs and XML
• You will also be involved in SAP HCM ABAP configuration with other basic modules
• Strong function and/or technical skills in all areas of the HCM modules in a consulting environment in various industries

• Bachelors degree in Computer Science, Software Engineering, or a related discipline
• Experience working in an IT environment
• Experience developing with C#, C++, or other object-oriented platforms
• 2+ years of web application development
• Skill for writing reusable libraries
• Hands-on experience in ASP.Net, MVC, Restful services, Web API
• Experience in .Net Web API
• Strong understanding of object-oriented programming
• Strong knowledge of C# programming
• Ability to troubleshoot problems independently. Good analytical and problem-solving skills
• Familiar with various design and architectural patterns
• Strong Knowledge in Microsoft SQL Server scripts and Stored procedures
• Exposure to Agile Software Development Life Cycle
• Experience implementing automated testing platforms and unit tests
• Proficient understanding of code versioning tools such as GIT
• Experience in Service-based architecture

The KRA for the position is as follows:

• Make outbound cold/warm calls to find qualified leads
• Good knowledge of internet search techniques to identify potential clients / partner companies  and update the prospect database
• Follow up on inquiries, engage in intelligent conversations with these inquiries leading to appointments and demo requests with client
• Give Product demo and presentation to client
• Research, prospect and identify large customer opportunities ensuring sufficient numbers in the funnel to ensure target attainment
• Involved in scope-of-work and proof-of-concept study
• Involved in market survey in the EdTech domain
• Involved in competition analysis

Role : Strategic Alliance Manager

Experience : 3 to 5 Years 

Location : Gurgaon

The candidate for this position will excel at creating and closing new opportunities by

onboarding companies as financing partners with Edwisor. By using a consultative approach to

selling, this person will use their expertise to identify and qualify leads, leading to sales

opportunities with both new and existing customers.

Roles and responsibilities:

• Meet and exceed sales targets of getting financing partners such as banks, NBFCs,

fintech players etc.

• Should be willing to make calls to cold and warm leads
• Manage relationships with existing partners and build relationships with new partners to

resolve issues, improve processes or product offerings, negotiate financing rates etc.

• Manage email and telephonic communication with prospective clients
• Learn and maintain in-depth knowledge of our products, industry trends, and competition
• Ability to gather and use data to inform decision making and persuade others

Skills and Experience :

• 3 - 5 years of experience working with fintech or NBFCs or banks in roles where you have forged partnerships with clients (B2B side)
• Knowledge of how fintech lending works, subvention rates, documentation processes, calculation of margins etc is highly desirable
• Should have professional proficiency in English and Hindi
• Strong written and verbal communication skills
• Highly motivated, driven, and self-starting individual with enthusiasm to learn and pursue a career in sales
• High sense of ownership and bias for action with willingness to get hands dirty