Summary

Facilitates many of the basic Human Resources operations including administering HR policies and procedures related to the onboarding of employees, and archival of permanent records (employee, financial, and historically valuable documents) while insuring legal compliance; Participates in investigating and resolving employee relations issues; Coordinates center-wide and community activities; Assists with leadership/administrative recruiting; Conducts exit interviews.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties And Responsibilities include the following. Other duties may be assigned.

• Assists HR Manager with communication of employee policies, procedures and practices.
• Identifies legal requirements and government reporting regulations affecting human resources functions and ensures policies, procedures, and reporting are in compliance.
• Maintains a safe and secure working environment for all employees by working with the crisis management team and the company and center leaders.
• Conducts new employee orientation under the direction of the HR Manager to foster knowledge, compliance and positive attitude toward company goals; Prepares and uses required electronic and printed materials.
• Assists as a member of Human Resources with enforcement of safety procedures and promoting general workplace safety.
• Plans and coordinates employee engagement activities.
• Monitors and maintains employee records, including personnel files in soft and hard copy, new hire paperwork and processes, and records correction using consistent and uniform processes;
• Assists HR Manager in keeping records of promotions, performance reviews, and terminations, and employee statistics for government reporting.
• Handles minor employee relations concerns; May assist HR Manager and participate in investigations/arbitration; Assists in conducting focus groups.
• Administers criminal background policies and procedure, as well as drug screenings consistently and according to established procedures.
• Assists with scheduling various management training as needed; Collaborates with the LD&E team on programs such as Aspiring Leader and New Leader Assimilation
• Completes special project when needed at the direction of the HR Manager.
• Responds to inquiries regarding policies, procedures, and programs
• Coordinates required steps for end of probationary period such as end of probation letters, salary increase notices & reports.
• Prepares employee separation notices and related documentation, and conducts exit interviews to determine reasons behind separations.
• Coordinates local Corporate Social Responsibility plans including conducting center and community service activities (publicity, logistical details, pictures, and newsletter articles)
• May represents organization at personnel-related hearings and investigations when needed.
• Builds strong relationships with HR Director, HR team, team leaders and senior management.
• Is open and responsive to consistent coaching, take an active role in performance planning and goal setting.
• Acts as a role model at all times, adhere to high ethical standards.
• Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
• Is flexible in an environment by championing and embracing change.
• Handles administrative tasks such as bus schedule, airport pick up, reporting, and various other.
• Assists with initiating and coordinating work permits and immigration details as needed for staff traveling to/from Jamaica.
• Plans and executes regular rewards and recognition celebration for center personnel
• Coordinates recruiting and selection of leadership and administrative (non-agent) roles, through sourcing, prescreening, scheduling interviews, reference checking and presenting offer letters; Partners with appropriate hiring managers and various departments.

Supervisory Responsibilities

No supervisor responsibility. Has no direct reports.

Knowledge of

Applicable labor, pay, and employment laws; Computer programs including Word, Excel, Power Point, and Outlook; Payroll/employee systems; telephone system and its' functions; copier/scanner/printer. Company policies and procedures as outlined in Employee Handbook and Leadership Manual; General knowledge of Human Resources; Working knowledge of employment-related laws and practices; All company benefits; Trends in employee relations and benefit administration and human relations in order to communicate with all levels of employees.

Ability to

Represent the company to government agencies; Communicate about company benefits; Defuse volatile situations; Resolve conflict; Motivate employee; Take initiative; Demonstrate organizational skills, prioritize duties and re-prioritize as necessary in a changing environment; Develop and maintain effective working relationships with peers and across departments; Communicate effectively in both oral and written form; Clearly explain processes and policies; Perform detailed tasks with accuracy; Use discretion; Learn additional technology applications such as in-house payroll/employee system; Successfully interface with clients (internal/external); Understand and exhibit a customer service orientation;

Education And/Or Experience

Bachelor’s degree preferred; or two years related experience and/or training in Human Resources; or equivalent combination of education and experience. Previous HR experience required. Current applicable HR certification preferred or current enrollment in a study program for HR certification preferred but not required. Previous call center or BPO experience is a plus.

Language Skills

Ability to read, analyze, and interpret common industry and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to speak effectively and use proper grammar with groups to effectively present information to top management, public groups, and/or boards of directors.

Mathematical Skills

Ability to apply advanced mathematical concepts. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Certificates, Licenses, Registrations

Valid driver’s license.
Preferred, but not required: Certified in Employee Law, Professional Human Resources

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Summary:

The ideal candidate will lead the talent acquisition function of on boarding and provide support of workforce planning, talent sourcing and talent acquisition. This person will be a trusted advisor to their assigned center’s senior leadership and will ensure they present effective branding and sourcing. This candidate will be accountable for Talent Sourcing, Employment Branding, and Talent Acquisition. The Recruiter will partner with operations leadership as well as recruiting department and assess future skill requirements and develop appropriate talent hiring strategies, create, organize, and implement strategies and supporting initiatives that will improve the overall talent acquisition process and quality of hiring. Design, develop, communicate and implement an integrated staffing strategy (Internal and External)

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties And Responsibilities include the following. Other duties may be assigned.

• Establish focused recruiting plans for assigned center(s) weekly
• Develop hiring strategies and outreach programs that will result in a sustainable talent pipeline
• Assess position requirements and appropriately match candidates to client needs
• Conduct internal focus groups related to obtaining feedback on recruiting practices
• Build strong relationships with Operations Sales Leaders, Recruiting department and Operations Director for assigned center(s).
• Ensure daily/weekly reports are completed by deadlines.
• Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
• Utilize Internet online recruiting sources to identify current trends and strategies in Call Center recruiting and recruit candidates for Operations (non-leadership) positions in assigned center.
• Utilize technology and social networking tools as well as traditional sourcing techniques. Maintain online job postings and ensure that they are always up-to-date
• Develop thorough understanding and knowledge of local labor market and creates strategy for branding Etech within qualified pool of applicants.
• Proactively seek new avenues to attract candidates.
• Flexibility on work hours – Some nights and/or weekends will be required
• Ability to travel between assigned centers weekly or within assigned territory 50% of the time.
• Fill in as needed to support other locations
• Act as a role model at all times, adhere to high ethical standards
• Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development
• Coordinate participation, set up display, and work at job fairs, career fairs, and other recruiting events.
• Develop and maintain contacts with schools, alumni groups, and other public organizations to find and attract applicants.
• Build relationships with media to know sources for advertising.
• Represent employer during community projects and at public, social, and business gatherings
• Make public presentations at schools, organizations, and job fairs regarding the organization and opportunities.
• When directed, work with external recruiters and employment agencies to identify and recruit candidates.
• Work with Recruiting Team to utilize existing volunteer team members for recruiting events.

Supervisory Responsibilities:

None

Knowledge of:

• Must be knowledgeable with recruiting practices and employment laws
• Computer programs including Word, Excel, Power Point, Outlook
• Company policies and procedures as outlined in Employee handbook 

Ability to:

Manage multiple priorities; research using the internet, industry periodicals and libraries for current Call Center recruiting information and best practices; Establish and maintain effective relationships with peers across intra-company departments; train, supervise and evaluate staff performance. Multi-task, organize and prioritize changing work schedule to meet needs of department; Effectively communicate both orally and in written form to positively promote Etech; Meet schedules and time lines regarding hiring practices; Public speaking; travel for personal development or recruiting functions

Education And/Or Experience:

Bachelor’s Degree from four-year college or university and two to four years related experience and/or training; or equivalent combination of education and experience. At least 2 years recruiting experience in local job market

Language Skills:

Ability to read, analyzes, and interprets common industry and technical journals, financial reports, and legal documents. Ability to write reports, business correspondence, press releases and newspaper ads, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Certificates, Licenses, Registrations:

Valid drivers’ license or other Government issued ID.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Summary:

Prepares new trainers to succeed in their jobs and ensures training classes run smoothly. Required to be available as needed per campaign/center and can be moved between campaigns/centers as needed.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties And Responsibilities:

You enjoy the fast-paced nature of adapting on the fly to corporate changes.

You enjoy the fast-paced nature of adapting on the fly to corporate changes.

• Training Leaders have to change plans at a moments notice and still excel at assignments while keeping a “will-do” attitude. They should showcase this attitude so well, that others want to emulate it and strive to achieve the same flexibility.

You thrive in challenging others to be creative problem-solvers.

• Training is more than just knowledge transfer; it’s about equipping trainees to be self-sufficient agents who will guide customers to solutions. A Training Leader should have this skill mastered so well that they can teach their team of Trainers.

You desire a fun atmosphere that promotes interactive learning.

• Leading a successful training team is about inspiring trainers to engage and motivate their classes in a way that allows learning to flourish.

You enjoy helping others succeed!

• Training Leaders want what is best for their employees and look for the best avenues for them to grow and prosper in their careers.

There’s no I in Team.

• Training Leaders should consistently be on the lookout for ways to help not only their trainers but other leaders as well. This ensures Etech is successful as a whole while embodying our goal for servant leadership.

Be a reason to stay.

• We believe that employees don’t leave their jobs; they leave their managers. As a Training Leader, you should be on the lookout for potential attrition reasons on your team and your campaigns, and be able to come up with ways to combat these issues

Recap with style.

• Training Leaders are proficient at compiling information from their trainers and summarizing it for clients, executives, and other leaders both within and outside the company.

You can lead with humility.

• A Training Leader must be able to take charge and effectively pilot a class but should be able to admit mistakes and work well with different people and personalities.

Coaching is second nature.

• Developing your trainers should be a passion that is shown every day through the use of Coaching Tactics. Daily you promote this environment of coaching amongst your team and work to cultivate it.

You aren’t afraid to ask the tough questions.

• It is up to the Trainer to ensure their class is grasping the material and close any knowledge gaps as discovered. This is done through questioning techniques, hands-on activities, and classroom discussions.

You can see it, write it, teach it.

• Training Leaders should have the keen ability to see when there are gaps in training, write curriculum to address, and implement ongoing training to help the agents.

You let the student become the master.

• A strong leader trusts that their team is capable of being the experts and equips them to master their campaigns.

You bring solutions, not problems.

• A Training Leader is consistently willing to offer and implement creative solutions. Instead of focusing on the problem, they work to fix it!

You lead by example.

• Leaders at Etech should base all decisions and behaviors on the character commitments even when it isn’t easy to do. Training Leaders take this to the next level by teaching their team tips on how to epitomize these traits.

You take pride in your bench.

• Training Leader sees the value in developing future leaders and realizes their leadership can leave a legacy. Because of this, Training Leaders work hard to teach their team the art of being a trainer and a leader.

You compete with the mirror.

• Training Leaders understand that the person they need to beat is themselves. Whether it be in their leadership capabilities, communication skills, or overall management of their team; Training Leaders strive to consistently out-do their previous attempts.

You’re a leader among leaders.

• Training Leaders have to lead initiatives and projects across various departments in the company. This takes a mix of humility and boldness that ignites others to act.

You communicate like a champ.

• Training Leaders not only need excellent verbal skills, but they also must be able to write clearly, concisely, and professionally.

You recognize that money doesn’t grow on trees.

• Being a Training Leader means you can discern the costs of training and seek out ways to limit spending through efficient processes and quality curriculum.

You’re a little bit psychic.

• Training Leaders are so in tune with the details, processes, and initiatives going on in their department; they have the ability to foresee potential issues. Once identified they proactively communicate with the necessary teams to fix before the predicament even occurs!

Supervisory Responsibilities:

Directly supervises 1 to 15 trainers. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

Knowledge of:

Sales campaign products, features, and benefits; Computer programs including Excel, Word, Power Point, Outlook; Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.

Ability to:

Train, supervise and evaluate class performance; evaluate trainee understanding and re-teach as necessary; Multi-task; Provide constructive feedback for the development of trainees and personnel; Establish and maintain effective relationship with peers across departments.

Education And/Or Experience:

Bachelor's degree from four-year College or University; or related experience and/or training; or equivalent combination of education and experience. Completion of Remarkable Coaching Certification.

Language Skills:

Ability to read, analyze, and interpret common business documents such as a project charter, financial reports (Agent payroll reports), and other applicable documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Certificates, Licenses, Registrations:

Valid drivers’ license or government-issued photo ID.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk and hear.  The employee is occasionally required to stand, walk, and reach with hands and arms.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Job Summary:

The role of the Records Retrieval Specialist is to place outbound calls to records custodians with the purpose of completing records requests.  The Records Retrieval Specialist updates each record in the company operating system and also interacts with internal team members regarding records request and status updates.

Essential Duties and Responsibilities:

• Places high volume of outbound phone calls to records custodians (80+ per day)
• Answers incoming calls
• Inputs file notes into system
• Reaches specified call goal on a daily basis
• Regular attendance and timeliness
• Interacts with both internal associates and outside contacts in a professional manner at all times
• Ability to work overtime as requested
• Other duties as assigned

Qualifications and Requirements:

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge base required.

• Outstanding organizational and time management skills
• Excellent communication skills and the ability to communicate with tact and diplomacy
• Attention to detail and the ability to concentrate for extended periods of time.
• Excellent time and attendance
• Ability to work in a team environment
• Proficient in Microsoft Office Suite to include Word, Excel and Outlook.
• Self-motivation
• Ability to make logical, informed decisions

 Education and Experience:

• 4 CXC's including English, CAPE Studies, Complete or presently pursuing studies in the Legal Field or similar field.
• Must have experience in Sales, Paralegal Exposure, General Legal Exposure, Administrative Assistant, Legal Assistant, Office Support, Executive Support or Legal Clerk.
• Must Enjoy Collections and Serving Others.
• Should be Flexible- Monday-Friday workdays and be able to work overtime.
• 2+ Years in a customer service, Collections or Call Center environment preferred or experience in an administrative environment.

Email:

jamapp@etechtexas.com

Job Summary:

In this role, you will be responsible for interacting with customers to provide and process information in response to service inquires, concerns and requests about their hotel reservation.

Requirement:

• Must have 4 CXC subjects including English.
• Must have 1-5 years experience in Sales.
• Must have Sales experience and Enjoy Sales.
• Should be able to use two systems at once.
• Flexible to work any assigned Shift.
• Should have experience in Customer Service, Guest Relations and Front Desk.
• Must enjoy the Hotel Industry.
• Must have experience in BPO sector.

Knowledge:

Agent should have prior knowledge of the following areas:

• Hotel Reservation, Sales and Guest Relations
• General American Culture
• Customer Service Training (Prior experience or Skill Certification)
• Soft Skills and Positive Language Positioning.

Skill:

Agent should be able to:

• Handle escalated issues and deescalate customers.
• Resolve guest issues and provide solutions in the shortest possible time frame.
• Cross sell hotel accommodation if the desired property is sold out.
• Answers the telephone with a polite and courteous manner.
• Provides general information over the phone, relating to cancellations, relocations, billing and other types of inquiries.
• Maintain work standards operating procedures by being compliant with all company policies and procedures.
• Respond to all customer inquiries using multiple channels (telephone, email and any additional channels as developed).

Attitude:

Agent should:

• Display a calm demeanor when handling guest issues or complaints.
• Demonstrate flexibility regarding schedule shift and offline activities.
• Convey a positive and empathic tone when dealing handling calls.
• Be adaptable to changes in policies and guidelines
• Be receptive to feedback and adopt the skills provided by Trainer or Leaders.

Email:

jamapp@etechtexas.com

Summary:

Handle the Speech Analytics software, customize the tool per the requirement to derive desired data, analyze the generated data, and recommend actionable insights to help improve key metrics of the operations team. The person will work closely with Operations/Client to provide feedback on opportunity areas, make recommendations on areas that may need new, ongoing or remedial training, VOC (voice of customer), and BI (Business Intelligence) inputs.

Essential Responsibilities:

• Create Speech Analytics language content for requested insights.
• Create searches and reports designed for automated analysis and topic identification in recorded conversations from a call center environment.
• Analyze recorded audio and audio-based data sets for critical insights, patterns, and trends in order to develop and communicate ROI opportunities to the management team.
• Make recommendations and define data strategies the solve critical business problems.
• Compile information through multiple sources; understand key performance indicators and spot trends and patterns. - Make recommendations and define data strategies the solve critical business problems.
• Accurate delivery of comprehensive analysis and reports.
• Package and deliver key findings and briefings, providing detailed and summarized analysis along with recommendations for strategic decision-making.
• Craft documentation, including process maps, diagrams, manuals, charters, and scopes.
• Collaborate and communicate effectively with internal Program Manager, as well as business partners and stakeholders.
• Proactively identify and deliver actionable business insights based on indicators.
• Supports projects and initiatives within the department.
• Assists with routine and ADHOC requests.
• Be flexible in an environment by championing and embracing change. 

Core Competencies/Skill Set: 

• Flexible in working hours is a must
• Good oral & written English skills and interpersonal communication skills
• Exceptional listening and analytical skills.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Ability to effectively organize, prioritize, multi-task, and manage time.
• Ability to work independently.
• Excellent attention to detail.
• Ability to exercise strict confidentiality in all matters. 

Qualification and Experience: 

• Graduate or equivalent.
• Experience leading small to medium-sized projects involving complex data sets and high variability
• 2+ years knowledge and direct experience using speech analytics technology to build categories, construct queries, and build reports
• Minimum 1-year experience with data analysis, report building, or Quality Auditor role in Contact Center.
• Working knowledge of Lean and Six Sigma methodologies would be an added advantage.
• Computer proficiency in MS Office - Outlook, Word, Excel, and PowerPoint.
• Knowledge of Access, SQL, other scripting languages will be a plus 

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence & procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. 

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Certificate, License & Registrations:

Valid driver’s license or other Government-issued photo ID

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully.

While performing the duties of this job, the employee is regularly required to stand and talk or hear. The employee frequently is required to walk and use hands to finger, handle, or feel. The employee is occasionally required to sit; reach with hands and arms; and stoop, kneel, or crouch. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Summary:

We are hiring Digital Marketing Specialist whose role is to design, create, and deliver marketing programs to support expansion and growth of the company services and products. This role requires an in depth knowledge of company products/services and market goals. Proficiency in Search Engine Optimization, Inbound Marketing, graphics, web advertising, social media and web development is a must. Familiarity with a wide range of field practices, concepts, and procedures. Marketing specialists rely on judgment in planning and experience to accomplish identified goals.

Duties and Responsibilities:

• Analyze digital data to draw key recommendations around website optimization
• Conduct social media audits to ensure best practices are being used
• Maintain digital dashboard of several different accounts
• Coordinate with sales team to create marketing campaigns
• Prepare emails to send out to customers (Manage day-to-day email marketing campaign execution, including planning, targeting, set-up, testing, execution, reporting, and optimization.)
• Create and maintain online listings across different web platforms
• Ensure that the brand message is consistent
• Fully own and report Key Performance Indicators, and provide direction to optimize and scale
• Set monthly performance targets and deliver scalable growth for key products
• Develop and execute a scalable marketing plan to deliver profitable products
• Set strategy and tactics to optimize funnels based on split testing, pricing, and offers
• Determine the segmentation strategy for online traffic and email lists
• Monitor competition and provide ideas to stand out
• Stay up-to-date with digital technology and online learning developments
• Work with the Creative Team to develop the landing pages and online sales funnels
• Work with the Media Team to set monthly budgets for paid traffic and lead generation
• Prepares marketing reports by collecting, analyzing, and summarizing sales data.

Qualifications for Digital Marketing:

• 2+ Years of Experience in Digital Marketing
• Must have On-page SEO, Inbound Marketing hands-on and thorough knowledge to use of social media for business
• Experience executing paid social media campaigns (Paid advertising management including social media advertising, Google ads, and other paid advertising initiative)
• Need to have good communication skills and good English.
• Bachelor's degree in marketing or business
• Knowledge of video and picture editing software such as Adobe
• Must be able to juggle multiple projects at the same time
• Must be logical, smart and technically strong in terms of understanding requirements
• Incredible attention to detail
• Full understanding of all social media platforms and other third party marketing applications.
• Problem solving skills
• Knowledge of content management systems

We are hiring for one of the top most SaaS based reputed clients based at US which is associated with Etech.

What is the client software?

The client product is a SaaS (Software as a Service) platform to help companies learn about their customers’ feedback about their products and services. This domain is called CEM (Customer Experience Management).

Job Description:

As an analyst, you will first learn a lot about the client platform and how to configure/create a solution for its customers through extensive product training. After that you will work with client project managers and other team members to build and support our product implementations for large companies. You will utilize your knowledge of technology to think of creative solutions on the client platform.

The Role:

As an Analyst you will be assigned to multiple projects depending on our need, your interests, and expertise. The projects can vary from assisting your team in implementing, maintaining and testing our software for new customers to managing customer accounts post launch.

Responsibilities:

Product Implementation:

• Work with senior team members to carry out customer implementations and program enhancements
• Participate in the implementation design, setup, and review processes
• Identify improvements to our feedback products and processes
• Utilize Client software knowledge for testing customized software solutions

Client Management:

• Build long-standing customer relationships by improving customer feedback programs
• Provide support to client meetings by leveraging in-depth Client system capabilities
• Work with client teams in resolving technical/system related inquiries
• Provide quality assurance support when providing features to clients
• Provide client support when analyzing large sets of data

Qualification Required:

• Excellent analytical skills (including Microsoft Excel) and attention to detail
• Strong written, oral communication and presentation skills
• Bachelor’s / Master’s degree in Computer Application (BSc IT, MSc IT, BCA, MCA, B.Tech Computer Engineering, B.Tech Computer Science etc.)
• Knowledge of JavaScript, HTML, CSS, and XML. GUI would be an added advantage

Preferred Candidates:

• Experience in management consulting, IT consulting, market research, and/or enterprise software client management either in college or at work to facilitate team work in remote setting will be preferred.

Role Overview:

Learning Specialist is paramount in the process of learning. They are tasked with redesigning courses, developing entire courses or curriculums and creating training materials, such as teaching manuals and student guides. Learning Specialist involves the process of identifying the performance, skills, knowledge, information and attitude gaps of a targeted audience and creating, selecting or suggesting learning experiences that close the gap.

Roles & Responsibilities:

• Curate, deploy, and QA interactive course content in multiple formats, including but not limited to on-the-job support tools, eLearning, virtual classroom and instructor-led training
• Provide learning administration and support to 200+ learners via our LMS (Litmos) to ensure a seamless learning experience
• Create micro-learning videos and support materials that can be used in the training of internal and external delivery providers
• Create effective online assessments that lead to employee certification
• Design and deploy post-training surveys & instruments to measure learning effectiveness and make adjustments to current program content as needed
• Regularly review training materials to ensure that existing content is up-to-date
• Support a process for version control of existing training materials
• Upload and perform quality assurance on e-learning content
• Compiles and communicates performance metrics for online and classroom training courses to measure training effectiveness.

Experience:

• 2+ years of experience developing learning solutions in multiple formats, including print-based, eLearning, virtual classroom and instructor-led modalities
• Experience administering an enterprise-wide Learning Management System (LMS)
• Experience defining learning needs for internal & external audiences in the delivery environment
• Familiarity with current multimedia development and authoring tools

Preferred Candidates:

• Good communication and presentation skills
• Good knowledge about preparing precise content for training.
• Flexible working in US shift,
• Bachelor’s Degree in any stream.

Role Summary:

The ideal candidate will collaborate with a product team and will facilitate the marketing. Marketing/Sales professionals, with a Product Marketing experience of about 2-5 years, and a hands-on experience in generation of leads and new business opportunities.

Job Description

• Thorough understanding of the functional aspects of the products and ability to collect required information during the client discovery call.
• Ability to demonstrate product and its features to the clients with all the relevant functional details and mapping up the requirements based on the discovery call.
• Ability to translate business requirements into technology features.
• After each product demonstration conduct qualitative and quantitative research to develop key findings and recommend product enhancement actions.
• Smart approach to translate the technical and functional details for the benefit of the users keeping the product features in mind.
• Research competitor offerings and suggest the needed changes.
• Device Social Media strategy for product promotion and lead generation.
• Device and prepare Email Marketing campaigns for product promotions.
• Define the value proposition and messaging for products and its features.
• Partner with the team in the creation of product marketing content.
• Create product content such as case studies, videos, and website copy and blog posts.
• Device Affiliate marketing program/campaign and create a network of affiliates.
• Develop a strong sales lead funnel.

Skills

• Ability to motivate, mobilize and scale up the team.
• Good Collaboration skills
• Abreast with market trends and events in the allocated territory/ territories
• Good interviewing skills for facilitating pre-sales and understand prospects.
• Excellent communication skills
• Ability to think out of the box and be tomorrow- ready in terms of changing market condition
• International sales exposure
• Excellent communicator who can quickly earn the respect of the team and customers.

Persona Attributes

• Good team player
• Self-motivated and enthusiastic
• Ensures quality of deliverable’s
• Be open to receiving feedback and constructive criticism.
• Be passionate about all things of UX and other areas of design and innovation.
• A “can do” attitude

Educational Qualification

• Any graduate with 2 to 5 Years of experience in Inbound Marketing, Product Marketing and Sales.
• The right person will be technical and analytical, and possess several years of business development in enterprise.

Essential Responsibilities:

• Generate and distribute reports in accurate and timely manner.
• Develops MIS documentation to allow for smooth operations.
• Provide recommendations to update current MIS to improve reporting efficiency and consistency.
• Perform data analysis for generating reports.
• Provide strong reporting and analytical information support to management team.
• Generate both periodic and ad-hoc reports as needed.
• Understand customer requirements and provide appropriate technical solutions.
• Analyze business information to identify process improvements for increasing business efficiency and effectiveness.
• Provide customer support and assistance in issue troubleshooting and resolution
• Maintain a comprehensive log and procedural documentation of all reports.
• Identify, analyze, and interpret trends or patterns in complex data sets
  Locate and define new process improvement opportunities

Technical Skills:

Microsoft Technologies : MS Excel (version 2007 or above)
Database : Microsoft SQL Server (PL/ SQL)

Education & Experience:

• Any graduate, BE (Comp.), MCA, BCA
• 1-2 years of professional experience in Data analyst/ reporting role using Excel/ SQL Server. Able to interpret or write Macros, having understanding of BI tools (Power BI, MSBI)

We Expect You To:

• Be Flexible in working hours which is a must.
• Comfort with and knowledge of how to use Microsoft Office, email etc.
• Excellent oral and written communication skills

Summary:

Responsible for writing and coding individual programs from specific requirements. The primary duty of the Software Developer is to perform software development life-cycle (SDLC) activities, from initial user business requirement, translate into technical specification and development plan for coding for assigned modules, testing/debugging, User Acceptance Test (UAT)

Must Have Skills:

• C#.net
• MVC
• Angular.js
• SQL Server
• Entity Framework
• RESTful APIs
• HTML, CSS, UI framework like Bootstrap 

Requirements:

• 3+ years of solid programming experience with ASP.NET / C#.net and SQL Server
• Must have experience building web applications using MVC, Angular, and Entity Framework
• Must have experience with standard Web technologies such as HTML, CSS, JavaScript, JQuery, AJAX
• Must have experience developing web services
• Should be able to design and develop databases for large applications
• Front-End development experience with UI frameworks like Bootstrap
• Experience with Amazon AWS EC2, any NO SQL Database experience like Redis, MongoDB etc., and S3 a plus

Qualifications:

• A degree in computer science, engineering, or a relevant field.
• Full life cycle software development experience including technical analysis and estimation
• Excellent verbal/written communication skills in English
• Excellent analytical and problem-solving skills

Education & Experience:

• BE (Comp/IT),MCA, MSc IT,B Tech(Comp./IT).
• Bachelor’s degree from four-year college or university.
• 2-4 years of professional experience in ASP.net MVC with c# web based application with SQL Server 2008/2012 back end.

We expect you to:

• Be Flexible in working hours which is a must.

Summary:

Prepares new team members to succeed in their jobs. Required to be available as needed per campaign and can be moved between campaigns as needed.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties And Responsibilities:

You enjoy the fast-paced nature of adapting on the fly to corporate changes.

• Trainers have to change plans at a moments notice and still excel at assignments while keeping a “will-do” attitude. They should showcase this attitude so well, that others want to emulate it and strive to achieve the same flexibility.

You thrive in challenging others to be creative problem-solvers.

• Training is more than just knowledge transfer; it’s about equipping trainees to be self-sufficient agents who will guide customers to solutions. A Trainer should have this skill mastered so well that Training Apprentices and Assistant Trainers can observe and learn from them.

You desire a fun atmosphere that promotes interactive learning.

• Leading a training class is about creating a fun, engaging environment in which learning can flourish.

You enjoy helping others succeed!

• Your classes should be so productive and enjoyable that your trainees are excited to embark on their new careers.

There’s no I in Team.

• Trainers should consistently be on the lookout for ways to help not only other trainers, but other leaders as well. This ensures Etech is successful as a whole while embodying our goal for servant leadership.

Be a reason to stay.

• We believe that employees don’t leave their jobs; they leave their managers. As a Trainer, you should be on the lookout for potential attrition reasons and be able to come up with ways to combat these issues.

Recap with style.

• Everyone wants to know how the current training class is doing, but they can’t spend every moment seeing what’s going on. This means it is up to the Trainer to send detailed recaps and reports that showcase the monumental wins occurring daily in the classroom.

You can lead with humility.

• A Trainer must be able to take charge and effectively pilot a class, but should be able to admit mistakes and work well with different people and personalities.

Coaching is second nature.

• Developing agents should be a passion that is shown everyday through the use of the Coaching Tactics.

You aren’t afraid to ask the tough questions.

• It is up to the Trainer to ensure their class is grasping the material and close any knowledge gaps as discovered. This is done through questioning techniques, hands-on activities, and classroom discussions.

Be able to write what you teach.

• On occasion Trainers write curriculum for Etech or its clients. Often times they get to write about a best practice they created or discovered that could benefit other Trainers.

You bring others up to your expert status.

• Trainers are the subject matter experts on every facet of their campaigns and they are willing and able to pass this knowledge along to Training Apprentices, Assistant Trainers, and even fellow Trainers.

You bring solutions, not problems.

• A Trainer is consistently willing to offer and implement creative solutions. Instead of focusing on the problem, they work to fix it!

You lead by example.

• Leaders at Etech should base all decisions and behaviors on the character commitments even when it isn’t easy to do. Trainers take this to the next level by teaching Training Apprentices and Assistant Trainers tips on how to epitomize these traits.

Supervisory Responsibilities:

Directly supervises 1 to 40 team members in the Training class. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

Knowledge of:

Sales campaign products, features and benefits; Computer programs including Excel, Word, Power Point, Outlook; Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.

Ability to:

Train, supervise and evaluate class performance; evaluate trainee understanding and re-teach as necessary; Multi-task; Provide constructive feedback for the development of trainees and personnel; Establish and maintain effective relationship with peers across departments.

Education And/Or Experience:

Bachelor's degree from two-year College or University; or related experience and/or training; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze, and interpret common business documents such as a project charter, financial reports (Agent payroll reports), and other applicable documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Certificates, Licenses, Registrations:

Valid drivers’ license or government issued photo ID.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job includes close vision.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Summary:

Customer Experience Specialist Agents solicit orders for products or services over the internet by performing the following duties.

Essential Responsibilities:

• Take and engage chats to prospective customers in designated market area to qualify leads and explain type of service or product offered.
• Respond to multiple inbound chats; gather and verify required information as appropriate.
• Communicate with current and prospective customers using Internet and different software to give information and answer questions regarding current promotions and new or upgraded products.
• Quote prices and encourages customers to buy.
• Secures and places orders with others for filling and arranges delivery date.
• Enter names, addresses, purchases, and reactions of prospects solicited into computer database system.
• Follow up with customers to assure satisfaction, respond to queries, solicit further sales, and solve or refer problems. Prepare report on sales activities - Sales Tracker.
• Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
• Be flexible in an environment by championing and embracing change.

We expect you to:

• Be Flexible in working hours which is a must.
• Comfort with and knowledge of how to use Microsoft Office, email etc.
• Excellent oral and written communication skills;
• An unerring attention to detail;
• The ability to multi-task answering numerous chats and navigating smoothly between chat and email.
• A professional demeanor with the ability to take ownership of every chat and email and find a solution for every customer.
• The ability to think on your feet in a fast-paced environment where messages over chat and email come fast and furious;
• Experience working as part of a collaborative team - we work together to make sure shoppers have an exceptional customer experience every time they place an order.

Qualification Required:

Minimum 12th Standard Any Stream / Any Stream Graduate / Post Graduate with 18 year’s age along with Excellent Oral & Written Communication skills in English can apply.

We are hiring for one of the top most SaaS based reputed clients based at US and in association with Etech.

Experience

Role and Responsibilities:

• Conduct Behavioral Training for IT professionals. 
• Conduct Sales, Leadership and Behavioral Training for the senior management. 
• Also conduct various Product, Process, Behavioral and Communication Training, Conduct TNA, Manage floor operations and overall Quality as well. 
• A challenging atmosphere to bridge the gap of Learning needs and Business improvement. 
• Create Training modules and developing content on various Training topics. Manage regular Training dashboards. 
• Coordinate various Technical/Non – Technical trainings per the need and requirement. 
• Working on the Organizational Development aspects. 
• Conduct regular assessments and creative evaluation patterns. 
• Work closely with the clients to create unique Training modules. Manage and update the TNA on a regular basis. 
• Evaluating the learning impact through various techniques to analyze the learning and improvement curve. 
• Conduct regular counseling of employees to analyze their behavior and performance. 
• Leadership Development & Personality Development
• Personal Management , Time Management & Team Building
• Behavioral Training,, Goal Setting, Life Coaching, Stress Management
• Develop Action plans and report out the improvement process in business reviews.
• Plan & run process to drive Awareness/Improvements on Compliance, Communication & Process.
• Provide Coaching & Feedback to enhance overall process performance.
• Analyze Audit data, Compliance, Communication & Process related data. Prepare & Implement action plans.

Requirement:

• Excellent verbal/written communication skills 
• Excellent Presentation/Coaching skills
• Great Problem-solving skills
• Maintain Data-Quality and Integrity
• BCA/MCA/BE/MSC(IT/Computers) would be an added advantage

Summary:

The EI department seeks a Quality Analyst (QA) to review customer interactions (calls, chats, and emails) and complete quality assessments for designated campaigns to ensure good customer service, and adherence to the policies and procedures per the pre-defined guidelines of the campaign.

The person will work closely with QA Leads as well as Operations/Client contacts to provide feedback on opportunity areas, make recommendations on areas that may need new, ongoing or remedial training. In addition, they will need to capture VOC (voice of the customer) and provide BI (Business Intelligence) inputs. A significant part of this job includes reviewing and completing quality audits for assigned campaigns (clients).

Essential Responsibilities: :

• Completes quality audits in accordance with current campaign guidelines.  Uses designated tools to ensure targets are met and turnaround times are adhered to with defined accuracy standards.
• Provides written and verbal feedback to leaders/operations/clients on quality scores with areas of opportunities at agent, process and campaign level.
• Provides necessary feedback to operations or clients to ensure critical compliance and behavior issues are reported or escalated, including unethical actions.
• Assist Leaders with improving customer interactions, sharing feedback on calibration calls and provide input for recommendations.
• Assists with routine and ad hoc requests. Supports projects and initiatives within the department.
• Maintains confidentiality of all reports, files, schedules, databases, and documents; as well as all customer and proprietary information.

Core Competencies/Skill Set:

• Good oral & written Spanish/English skills
• Exceptional listening and analytical skills, Strong interpersonal communication skills
• Attention to detail. Drive and ability to deliver excellent customer service to both internal and external customers. Ability to work independently & able to exercise strict confidentiality.

Education And /or Experience:

• Graduate or equivalent with proficiency in MS Office - Outlook, Word, Excel, and PowerPoint

We expect you to:

• Be Flexible in working hours which is a must.