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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.

Training coordinator - prevention of violence against women and children (Female)

Research, Partnership and Scaling – Project Nityam

About SNEHA

A secular, Mumbai-based non-profit organisation, SNEHA believes that investing in women's health is essential to building viable urban communities. SNEHA is 450+ person strong, innovative and progressive organization that works on health and nutrition in urban slum pockets with women and their families. SNEHA follows the life-cycle approach to health and nutrition, by intervening at critical junctures (adolescence, preconception, conception, pregnancy, postnatal, infancy and toddlerhood, family planning) to ensure improved health and nutritional outcomes for women and children living in some of Mumbai’s most vulnerable and deprived slums and in the Mumbai Metropolitan Region (MMR) as well.

SNEHA recognises that, in order to improve urban health standards, our initiatives must target both care seekers and care providers. We work with communities residing in informal settlements to empower women and communities to be catalysts of change in their own right and collaborate with existing public health systems and health care providers to create sustainable improvements in urban health. We have currently 11 programs running across SNEHA which are Maternal and Newborn Health (MNH), Child Health and Nutrition (CHN) – Aahar, Empowerment, Health and Sexuality of Adolescents (EHSAS), Prevention of Violence against Women and Children (PVWC) (e) SNEHA Centre, SNEHA Shakti, Healthy Cities Project (HCP), Samagra, Palliative Care, Livelihood Generation, Central Operations, Research and IM.

ABOUT THE PROGRAM

SNEHA’s Program on Prevention of Violence against Women and Children (PVWC) aims to develop high‐impact strategies for primary prevention, ensure survivors’ access to protection and justice, empower women to claim their rights, mobilise communities around ‘zero tolerance for violence’, and respond to the needs and rights of excluded and neglected groups. The Program prioritizes enhanced co-ordination of the state response to crimes against women through a convergence approach that works with government and public systems to reinforce their roles in assuring basic social, civil and economic security.

The project will work in the informal settlements of Wadala and Kurla in Mumbai. We will continue to frame our work in terms of primary, secondary and tertiary prevention, but the pandemic has also shown that we need to expand the purview and competencies of our work to include more men, while at the same time strengthening and sustaining our work with women. The program will implement three arms of community interventions: response-based intervention, couple-based intervention and volunteer-led intervention and action to address violence against women and girls in these communities. These interventions will focus on addressing and preventing violence against women and girls adopting three critical approaches. The response-based approach will focus on collectivization and group action, the couple-based intervention will explore educating couples on positive prevention strategies to prevent intimate-partner violence and the volunteer-led intervention will centre around volunteers leading intervention and taking action along with group members to ensure a coordinated response to women and girls survivors of violence. The project will follow the design of group education, organization of campaigns and events in the community and provide counselling, crisis intervention and extended services (legal and mental health counselling) to women and girls survivors of violence being referred to the counselling centres.

THE PROFILE

This position is responsible for planning, organizing, conducting, monitoring training activities & developing training modules along with documenting the trainings and processes as well as supporting the Program Coordinators in planning the capacity building sessions for the community team, public health care providers and other stakeholders across the two locations. The person will closely work with the Monitoring and Evaluation Team to facilitate pre and posts tests and obtain, document analysis of the same. She is expected to coordinate with program teams specifically with coordinators for regular updates and reporting purposes.

JOB LOCATION

Wadala and Kurla

DUTIES & RESPONSIBILITIES:

Work package 1: Preparation of modules

-         Design and create content for the modules as per the different approached followed location wise.

-         Prepare content for couple’s intervention in Wadala and build modules for volunteers in Kurla with the support from Program Coordinators, Associate Program Directors and Director.

-         Prepare content for the existing intervention clusters in Wadala / Kurla to strengthen the groups and volunteers to build a sustainable community

-         Translate the content into Hindi / Marathi for the community teams

-         Prepare other content or BCC material as required

Work package 2: Capacity building of team

-         Conduct mock sessions for the teams on the content developed

-         Identify capacity building needs of the program team and organizing training as per the needs.

-          Conduct periodic field visits along with the team to gauge training needs as arising from observations and feed it in the training modules.

-         Prepare training calendar for the program with a training matrix that determines training priorities

-         Prepare training reports for each training conducted

 Work package 3: Community volunteers / members and Stakeholders

-         Capacity building of program community volunteers by following training process including training need assessment with assistance with teams.

-         Capacity building of program stakeholders by following training process including permission from stakeholders and related correspondence to succeed the capacity building initiatives.

-         Prepare training reports for each training conducted

MANAGEMENT & REPORTING

§ Effective coordination with team members.

§ Ability to collaborate with a variety of stakeholders in the field.

§ Work according to the ethical standards of the project and the organisation.

§ Networking and coordination with community members and other stakeholders like health, legal and police system

§ Training Coordinator reports and keeps both the APDs updated of their work

QUALIFICATIONS & EXPERIENCE

§ Educational qualification: Master’s Degree in Public Health, Social Work, Psychology or any relevant field from a recognised institution.

• At least 5 years work experience in the area of training and capacity building
• Willingness of working in a community setting is preferred.
• Experience of working in sector of gender, gender-based violence will be an advantage
• Effective training skills and excellent communication skills, including documentation.
• Well-versed in database management, data collection, MS Excel, Word, PowerPoint.
• Oral and written command of English, Hindi and Marathi

.

Skills & Competencies

1.      Strong skills of people management, ability to convince and convey the messages of the program.

2.      Skills in working on women centric issues

3.      Strong interpersonal skills with an ability to be humble is required

4.      Understanding the woman from her culture of marginalized urban settlements will be important

5.      Working with the Coordinators and Counselors as a team

STATE IN CHARGE

Education

Any Bachelor Degree

Job Description

Establishing good relationships with Bank's LHO, RBO, DSH & Link Branches.

- Appointment of Kiosk operators in allocated URBAN locations.

- Responsible for ensuring completion & submission of documents at the Bank's office for opening CSPs.

- Ensuring proper selection of CSP location & Kiosk Operator with vision of business sustainability.

- Working towards increasing business performance of CSP's

- Controlling & monitoring of CSP's to avoid Frauds.

- Manages all state level activities and coordination .

- Representation at regional level offices as well as district level offices.

- Any other work; as and when required pertaining Financial Inclusion business

Requirement of Candidate:

1. Graduate

2. Min Exp. of 5 years

3. financial inclusion (BFSI) sector

4. Should have handled a team .

5. Computer Skills - Mails, MS Excel, MS Word.

6. Good Communication skills (English and local Language) - Written & Oral

Provide guidance, mentorship and effective knowledge management within the team to ensure profitability

#business

- Identify, assess and manage risks arising out of operational plan, design or delivery

- Manage multiple stakeholders and work closely with them.

- Ensure a balance with sometimes, competing needs and priorities

- Develop guidelines for effective reflection, learning, and change

- Work on the results from learning and reflection exercise to create best practices and introduce process improvements

Employment terms: Full time

Preferred Date of joining: Latest possible

Travel expenses & Mobile reimbursement: As per the team budget and requirement of the role.

● Generate loan leads from the partnered institutions, open market and through different channels on the field.
● Develop and maintain relationships with partnered institutions and repeat business
and referral/s.
● Arrange and plan events to generate leads, and handle product queries and
service issues in the partnered institutions.
● Meet clients, verify documents, process files, coordinate for sanction /
disbursement of loans, personalized service to clients.
● Ensure the achievement of a given business target in your territory.

Experience: 1year+ in Banking sales such as personal loans, and home loans.

The ideal candidate will support the full scope of Human Resources responsibilities and partner with the organization on strategic initiatives. They will maintain and enhance the organization's human resources by planning, implementing, and evaluating human resources policies, programs, and practices.

Responsibilities

• Recruitment and Hiring.
• Training and Development.
• Employer-Employee Relations.
• Maintain Company Culture.
• Manage Employee Benefits.
• Create a Safe Work Environment.
• Handle Disciplinary Actions.
•  

Qualifications

• Bachelor's degree or relevant experience
• Strong recruiting and demonstrated ability to improve talent acquisition strategies
• Demonstrated expertise in training managers and employees
• Strong organizational, critical thinking and communications skills
• Attention to detail and good judgement