Process Lead - Operations

👋🏻 Hi there! Now that you’re reading this, we wish you best of luck for your interview with us. This document is meant to give you a clear idea of what we are up to, here at Vernacular.ai and how you can play an important role in our journey together. Basically, it’ll answer your questions even before you start talking to us. 👩‍👩‍👦‍👦 Who are we? Vernacular.ai is on a mission to streamline the call-centers. They are an important part of any organization, and at the forefront of its customer service, and we are here to fix their current state. The future is voice-first and our vision is to be a leading voice-intelligence company in the world with sophisticated, differentiated, and unique voice/language technology. Our culture and life Hear from our team Hear from our CEO 🚀 What are we up to? We’re fixing call-centers, but let’s understand how we are doing it. Problem(s) The primary function of a call center is to act as the front face of the business and talk to the end-users on the behalf of it. When you go deeper, you realize it is a cost-and-operationally heavy function to run. Full of problems, both from the business and user’s perspective. Why, you ask? It starts with you hiring people that can speak on behalf of your business, then you need to train them so that they can represent your brand instead of speaking like individuals. Then comes the next hurdle, the high attrition rate in the industry. Primarily because of two reasons, (i) call centers are considered a temporary job provider, and (ii) there is no proper career ladder in the sector. It moves you to a vicious cycle of hiring → training → hiring, that requires you to do both the things on a regular basis throughout the year. Then there are seasonal effects on the industry, called event-days. It’s the time of the year when the business transactions will peak, and so does the call volumes. Call centers handle this situation by temporarily ramping up the workforce, either by hiring extra or getting the team to work extra (eventually impacting the end-user experience in both ways). Hold on! Let us tell you just one of the end-user sides of the problems. Pretty sure you’ve faced it, and it’s just the tip of the iceberg. In the age of digital convenience, it’s extremely easy to get a cab in 2-minutes. But if the same cab has a problem, let us know how many times you've received a resolution in 2-minutes. We are waiting. Solution In simple terms, we are building a platform, VIVA, that allows businesses to design conversational agents that can speak to their customers and resolve their queries. We are doing this in 15+ Indian and global languages. At times, without the end-users noticing if they are talking to a machine. Yes, you read that right. Visit our website to hear more success stories. Benefit As a call-center, when you deploy our platform: You’ve higher bandwidth availability, given the conversation agents are now doing the heavy lifting You provide a consistent and satisfying customer experience All of this is happening when you’re investing less money in the system 🤝 How can you contribute to our success? As a Process Lead - Operations you will be leading a team of 8 to 12 Data Annotators. You will be required to own the end to end data and testing requirements of the projects you will be working for. This will involve getting in depth knowledge about the internal processes and the scope of the client requirements. Managing the bandwidth of your team effectively to meet tight deadlines while still maintaining quality will be at the core of this role. Having good communication skills to be able to effectively work with different stakeholders will be a critical asset to succeed in this role. This role will help you get a good understanding about the process of building, testing and deploying a bot, and domain knowledge about the industry of the clients that you will be working with. You can aim for quick vertical growth with handling larger teams or multiple teams as you gain experience with us. Roles and Responsibilities - Overseeing the manual testing process of voice bots and reporting the errors. Managing a team of 8 to 12 annotators, regularly checking the quality of their work and improving their performance. Making sure that all the processes are being followed and suggesting improvements. Training and onboarding new team members. Troubleshooting and escalating issues to relevant stakeholders. Skills - Team Management Project Management Daily Operations Fluent in English and Hindi Excel (Advanced Preferred) Experience - Atleast 2 years in a team lead position in a call center/BPO. Experience in Voice bot testing is preferable. Qualification - Any Graduation Any Graduation