Key Responsibilities: Voice and Accent Training: Develop and deliver comprehensive training programs to improve voice clarity, accent neutralization, and communication skills. Conduct assessments to identify training needs and customize plans for individuals. Provide feedback and coaching to improve pronunciation, intonation, and speech fluency. Utilize various training methods, including workshops, one-on-one sessions, and audiovisual aids. Product Training: Develop training materials for new and existing products, focusing on operational functions and features. Conduct product training sessions to ensure employees understand product functionalities and benefits. Collaborate with product teams to stay updated on changes and updates. Provide ongoing support to ensure employees can effectively use products. Assessment and Feedback: Conduct regular assessments to evaluate training effectiveness. Provide constructive feedback to employees, highlighting areas for improvement. Monitor progress and adjust training plans as needed. Quality Assurance: Ensure adherence to quality standards in communication skills. Monitor customer interactions to identify areas for improvement. Implement quality assurance measures to maintain communication standards. Documentation and Reporting: Maintain accurate records of training sessions and assessments. Prepare regular reports on training effectiveness. Provide insights and recommendations for improvement. Qualifications and Skills: Bachelor's degree in Communication, Linguistics, Education, or related field. 4 to 7 years of experience as a Voice and Accent Trainer. Strong knowledge of phonetics, phonology, and language structures. Experience in designing and delivering product training programs. Excellent communication and interpersonal skills. Proficiency in Microsoft Office Suite and training software/tools. Certification in voice coaching or accent reduction is a plus. Additional Requirements: Flexibility to work in shifts and accommodate training schedules. Passion for continuous learning and self-improvement.

Implementation Consultant will be responsible for implementing Products. Our clients are restaurants, restaurant groups, hotels and service retail, so having a solid understanding and appreciation for the hospitality and service industry is key! Youre a strategic leader, resourceful, self-sufficient, self-starter, with a proven history of solving problems, getting things done. You are highly client and employee focused, to deliver the best in industry experience! In addition to sound technical knowledge, the Consultant should possess exceptional analytical, communication, and customer service skills. To be successful in this role, analysts are naturally curious, problem solvers and client driven. Key Responsibilities: Take overall end-to-end responsibility & project manage the client Deployment and implementations Be the single point of contact for the project team during the Deployment/ implementation process. Ensure the implementation process is followed (Pre-assessment through to Post-implementation stage). Ensures all project members are aware of their roles & responsibilities and leads weekly project calls, including agenda and call notes, with clear actions and responsibilities. Ensure the project remains on track, all tasks completed within deadline. Update Project Plan and Opportunity plan accordingly. Accurate and Timely updates of Salesforce and Weekly Status Report. Proactively manage project risk assessment and management including clear and timely escalations as required for support and resolution. Provide input for communication strategy to Sales/CSM for review with customers. Coordinate technical set ups with technical teams and telephony departments. Conduct post implementation meetings and handover to CSM. Share ideas to Improve Implementation procedures/timelines Track progress against plan, identify changes to scope or resources and communicate these changes to stakeholders Key Qualifications: Strong project management and analytical skills. Ability to lead client meetings & produce presentations. Confident & persuasive. Commercial awareness, strong relationship building skills. Ability to work independently whilst contributing to the overall team objectives. Capacity to work virtually and strong organizational skills. Ability to drive change in the face of possible resistance. Excellent communicator at all levels both written and oral. Effective time management, multi-tasking prioritization skills. Previous experience with many of our system tools a plus: Jira, Tableau, Zen Desk, Confluence, Hive, Google Drive, Google Slides, Gong, Zoom, Customer.io, Canny, Omnivore.io, Trello, Airtable, Gainsight, Whimsical, Miro, and Salesforce. Education Bachelor's degree in business or related field Location:Hyderabad - Hybrid - US Night Shift (PST)

The Workforce Management (WFM) Manager is responsible for planning, forecasting, scheduling and real time resource management of product and technical support teams. . Develops and motivates employees through regular coaching and feedback that leads to improved results that support the overall operations of the business. The WFM managers key goal is to optimize staffing levels and staffing costs while ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are met. In addition to forecasting and scheduling, the WFM manager also monitors and analyzes key performance metrics such as adherence, absenteeism, shrinkage, utilization, and other staffing efficiency measures. They use this data to identify trends, develop insights, and make recommendations to improve the efficiency and effectiveness of the workforce management process. Overall, the WFM manager plays a critical role in ensuring that customer demand is met, operational costs are optimized, and service level agreements are achieved. They need to be highly analytical, detail-oriented, and have excellent communication and collaboration skills to succeed in this role. Key Responsibilities: Forecasting, and Scheduling, Real time management, reporting for all product and technical support teams, including BPO Support Teams Manage, lead and provide direction for the BPO WFM teams, ensure 24x7 workforce management Assess Capacity Plan, Forecast, Schedules and RTM performance and give inputs to increase the efficiency. Experience in managing teams, both in matrix and direct management Maintaining and driving SLAs forecast accuracy, timeliness, scheduling accuracy. Stakeholder Management - Strong interpersonal capabilities to manage internal stakeholders. Executive Dashboards - Designing and validating all executive dashboards for top management. Capacity Plan, Forecast, Schedules and RTAs performance. Familiar with transactional Quality metrics. Areas of Expertise : Capacity planning and forecasting Real-time resource management Performance metrics analysis and reporting People management and coaching SLA management and optimization Stakeholder management and collaboration Executive dashboard design and validation Quality metrics analysis Desired Technical skills : Predictive Analysis Excel , Zendesk Workforce Management software Capacity Management / Planning MS OFFICE, Google Suite Experience: 8+ years _ Skills : - WFM, Capacity Planning, Workforce Management Software, Forecasting, Real-time Management, SLA Management, KPI Optimization, Resource Management, Scheduling Performance Metrics BPO Support Teams People Management Stakeholder Management Executive Dashboards Predictive Analysis Zendesk MS Office Google Suite Quality Metrics Transactional Quality

Hiring Alert: Customer Support Analyst Wanted! Are you passionate about building a team of Service First-driven individuals who want to exceed expectations? If you're a builder, problem solver, and love the fast pace of a startup, its time for you to apply now! Role: Customer Support Specialist Job Location: Hyderabad Work mode: Onsite (Hybrid) Rotational Shifts Key Responsibilities: - Maintain high customer satisfaction, focusing on providing the best customer support - Interact with customers via phone, chat, and email to proficiently troubleshoot and resolve basic issues - Accurately capture case notes and manage cases for clear, concise, and actionable resolution - Quickly identify complex issues and gather information to escalate to senior support team members - Author, edit, and publish quality Knowledge Base content to improve self-service resources - Accurately link and categorize cases to inform root cause analysis - Support job seekers and applicants on using our marketplace platform - Experience with an international company is a plus - Work within defined SLAs, analyze critical client issues, and handle time-sensitive projects - Should be okay working on rotation and weekend shifts (24/7 coverage) - Able to handle projects individually and invest time in learning the product About You: - 2+ years of applicable experience in product-led customer support - Detail-oriented especially while troubleshooting client issues - Ability to communicate concisely and impactfully with clients and internal stakeholders - Strong verbal and written communication skills - Experience in handling client calls is an advantage

React Hybrid Senior Engineer position (React Native/React Js/Redux/Typescript/javascript) Requirements: Strong knowledge and 6+ years of professional experience in software development Strong knowledge and experience in designing and development Desire to write clean, modular and testable code with consistent code style Experience with JavaScript, Typescript, React (18), React Native, Ionic(nice to have), Capacitor or Cordova, Experience with CSS, HTML Nice to know Relation and Document Databases (SQLight, indexedDB) Nice to have Android(Java) and iOS development (Swift) experience Knowledge of design and architectural patterns Analyze, plan and estimate requirements as well as identify risks involved and provide solutions to them Attention to security issues Ability to learn new tools and technology and issue-solver attitude Upper-intermediate level of English (both oral and written) Knowledge of Agile (preferably SAFe) development practices Strong analytic & problem-solving skills Solution-focused, takes initiative to work effectively within established guidelines Strong cross-functional team player, ability to work effectively with technical & business contacts Must comply with internal technical competence model Responsibilities: Provide system or technical development expertise to the team Write well-documented quality, highly maintainable and performing code Ensure the code follows latest coding practices and industry standards Investigate and resolve application issues and bottlenecks and inefficiencies Conduct and participate in code reviews that span multiple languages and applications Supports and develop software engineers by providing advice, coaching, and feedback as well as conducting design sessions, assisting in code deployments and day-to-day operations Regularly dive into the architecture, code, test plans, project plans, etc. Provide effort estimations Identify, investigate, solve, and fix software problems Work in close contact with team members and project stakeholders on customers site Suggest technical and functional improvements to add value to the product Create technical specifications for new products, executing from start to finish and owning the quality of the service in production Act in compliance with all Company Policies & Procedures Take active participation during meetings( planning, refinement meeting etc) Skills :- JavaScript TypeScript React (version 18) React Native CSS HTML Designing and Development Experience Writing Clean, Modular, and Testable Code Code Consistency and Style Knowledge of Design and Architectural Patterns Issue Resolution and Problem-solving Technical Documentation Code Reviews Code Quality and Performance Optimization Upper-intermediate English Proficiency (both oral and written) Agile Development Practices (preferably SAFe) Strong Analytical Skills Cross-functional Team Collaboration Technical Coaching and Mentorship Senior Software Engineer Senior Full Stack Developer Software Development JavaScript TypeScript React React Native Ionic Capacitor Cordova CSS HTML SQLite IndexedDB Android Development iOS Development Java Swift Design Patterns Architectural Patterns Agile Development SAFe System Expertise Code Reviews Code Quality Code Efficiency Technical Coaching Effort Estimation Problem Solving Technical Specifications Security Issues Cross-functional Team Player Customer Stakeholder Interaction Technical Competence Model Software Engineer Support Project Planning Code Deployment Industry Standards Clean Code Modular Code Testable Code Code Documentation Risk Identification Issue Resolution Functional Improvements Production Quality Technical Expertise Initiative Problem-solving Skills Upper-intermediate English

Shift Timings: UK Shift Relevant Exp: 10yrs Position Overview: As the Senior Manager, you will lead a team dedicated to resolving customer challenges and enhancing product experiences. Your role involves driving innovation, improving processes, and ensuring exceptional customer service. You will prioritize system stability, foster innovation, and collaborate with cross-functional teams to enhance customer and agent journeys. Empowering your team for continuous improvement and fostering a coaching culture are also key aspects of this role. Key Responsibilities: Vision and Culture: Set team vision, manage performance, and ensure adherence to goals Collaborate with internal/external partners to build input-focused operating plans for achievement of key measures. Create a culture where accountability, transparency and collaboration are the norm and where rapid deep dives into root causes of defects is a standard operating practice. Implement programs aimed at hiring and developing top talent and build career development roadmap for site operations teams. Inspire front line teams to go beyond the standard call of duty to find creative solutions for our product issues; encourage risk-taking and advocacy on behalf of product teams. Create closed-loop feedback processes where associates are encouraged to be active participants in identifying opportunities for improvements to customer experience, workplace conditions, and internal tools. Work with finance & operations leadership team to develop, support manage the annual expense budget and build collaborative relationships with partner organizations. ? Responsible for creating a coaching culture across the site where formal and informal coaching opportunities are availed of. Achieve improvements in Operations, Quality, Productivity, Cost, Customer experience and People metrics. Demonstrated passion and obsession for internal/external customers while maintaining a lean, highly productive operation. Proven ability to think strategically but stay on top of tactical execution. Expects and requires innovation of her/his team and creates an environment that fosters creative thinking. Excellent communication skills Proven decision-making ability. Requirements: 7+ years of data operation management. Experience in driving operational excellence and achieving KPIs/SLAs. Ability to work collaboratively and resolve issues. Bachelor's degree required. Client-centric with strong client engagement mentality.

Requirements: Strong knowledge and 5+ years of professional experience in software development Strong knowledge and experience in designing and development Experience with TDD and other testing best practices Desire to write clean, modular and testable code with consistent code style Knowledge of design and architectural patterns Analyze, plan and estimate requirements as well as identify risks involved and provide solutions to them Attention to security issues Ability to learn new tools and technology and issue solver attitude Upper-intermediate level of English (both oral and written) Knowledge of Agile (preferably SaFe) development practices Strong analytic & problem-solving skills Solution-focused, takes initiative to work effectively within established guidelines Strong cross-functional team player, ability to work effectively with technical & business contacts Must comply with internal technical competence model Experience with Javascript, Typescript, React(17.02), Redux Nice to have experience/Passion to work with CSS, HTML Nice to have experience with RTL Nice to have knowledge of Databases/SQL, EF Core Responsibilities: Provide system or technical development expertise to the team Write well-documented quality, highly maintainable and performing code with extensive test coverage in a fast-paced professional software engineering environment Ensure the code follows latest coding practices and industry standards Investigate and resolve application issues and bottlenecks and inefficiencies Conduct and participate in code reviews that span multiple languages and applications Supports and develop software engineers by providing advice, coaching, and feedback as well as conducting design sessions, assisting in code deployments and day-to-day operations Regularly dive into the architecture, code, test plans, project plans, etc. Perform code reviews to ensure performance Provide effort estimations Identify, investigate, solve, and fix software problems Work in close contact with team members and project stakeholders on customers site Suggest technical and functional improvements to add value to the product Create technical specifications for new products, executing from start to finish and owning the quality of the service in production Act in compliance with all Company Policies & Procedures.Software Development: Strong knowledge in software development Writing clean, modular, and testable code Following coding practices and industry standards Writing well-documented, quality, and maintainable code Ensuring extensive test coverage Addressing security issues in code Design and Architecture: Experience in designing and development Knowledge of design and architectural patterns Conducting design sessions Creating technical specifications for new products Testing: Experience with TDD (Test-Driven Development) Knowledge of testing best practices Experience with React Testing Library (RTL) (nice to have) Analysis and Planning: Analyzing, planning, and estimating requirements Identifying risks and providing solutions Providing effort estimations Problem Solving and Issue Resolution: Investigating and resolving application issues Solving software problems and fixing inefficiencies Performance and Code Review: Performing code reviews Ensuring code performance Agile Practices: Knowledge of Agile development practices (preferably SaFe) Working effectively within established guidelines Team Collaboration and Communication: Effective communication with team members and project stakeholders Advising, coaching, and providing feedback to software engineers Strong cross-functional team player Technology and Tools: Experience with Javascript, Typescript, React (17.02), Redux Nice to have experience with CSS, HTML, Databases/SQL, EF Core Learning and Development: Ability to learn new tools and technology Issue solver attitude Complying with internal technical competence model Customer Interaction: Working in close contact with team members and project stakeholders on customers site Suggesting technical and functional improvements to add value to the product The mandatory skills for the job description are: Strong knowledge and experience in: Software development Designing and development TDD (Test-Driven Development) and other testing best practices Writing clean, modular, and testable code with consistent code style Design and architectural patterns Analyzing, planning, and estimating requirements, identifying risks, and providing solutions Addressing security issues Learning new tools and technology with an issue solver attitude Technologies: Javascript Typescript React (17.02) Redux Soft Skills: Upper-intermediate level of English (both oral and written) Knowledge of Agile (preferably SaFe) development practices Strong analytic and problem-solving skills Solution-focused, takes initiative to work effectively within established guidelines Strong cross-functional team player, ability to work effectively with technical and business contacts Compliance with internal technical competence model Strong knowledge 5+ years of professional experience Software development Designing and development TDD (Test-Driven Development) Testing best practices Clean, modular, and testable code Consistent code style Design patterns Architectural patterns Analyzing, planning, and estimating requirements Identifying risks and providing solutions Security issues New tools and technology Issue solver attitude Agile (preferably SaFe) development practices Analytic skills Problem-solving skills Solution-focused Initiative Cross-functional team player Technical competence model Technologies and Tools: Javascript Typescript React (17.02) Redux Nice to Have: CSS HTML RTL (React Testing Library) Databases/SQL EF Core Soft Skills: Upper-intermediate level of English (oral and written) Compliance with internal technical competence model Effective communication with team members and project stakeholders Advising, coaching, and feedback for software engineers Conducting design sessions Code deployments Day-to-day operations Technical and functional improvements Technical specifications creation Code reviews Performance assessment Effort estimations Problem-solving Customer site collaboration