For USA send your resume : recruiting@etechtexas.com
    Title
    Location
    Job Function
  • Campaign Support Specialist Nacogdoches Operations

    Campaign Support Specialist

    Job Title : Campaign Support Specialist
    Department : Operations
    Reports to : Account Leader/Operations Leader
    FLSA Status : Hourly Support Classification (non-exempt role)
    Location : Nacogdoches

    Summary:

    Provides support to the campaign’s leadership by assisting with day-to-day administrative and clerical duties.

    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 (Other Duties May Be Assigned):

    • Performs clerical duties as required to support the needs of the operations team
    • Run team statistics and reports and has ready for Sales Coaches at the start of their shift. Very detailed oriented. Frequent use of Excel spreadsheets.
    • Provides necessary research for management and agents on the validity of the statistics
    • Communicates with ETS as needed to ensure accuracy of reports
    • Works On-Site during daytime hours in the assigned center to be accessible by employees
    • Handles hours and payroll issues for the campaign by providing hours reports to agents for signoff, working to resolve payroll issues, reviewing OT/Webclock/ Exception time & other payroll reports; First point of contact for agents with pay/hours questions; Submits paycheck inquiries
    • Enters ECF’s, exception time, PTO requests and other requested updates as needed
    • Reviews, monitors & updates schedule daily and follow up on coverage requests
    • Updates statistical information on boards as requested will process orders as needed.
    • Works with Training Dept. to ensure a smooth transition from training to production including entering ECFs, pay changes, supervisor assignment, schedule review
    • Demonstrates a proactive attitude in problem-solving
    • Creates processes to ensure efficiencies
    • Enables the flow of communication between all team members and leaders
    • Successfully completes all other duties as assigned
    • Assists Account Leaders and Operations Leaders with team contests and product promotions.

    Personal

    • Is open and responsive to consistent coaching, takes an active role in performance planning and goal setting.
    • Acts as a role model at all times and adheres to high ethical standards
    • Takes responsibility and initiative to develop core and personal skills
    • Is flexible in an environment by championing and embracing change
    • Maintains a high degree of confidentiality while conducting day-to-day operations
    • Presents a professional, efficient, and service-oriented profile to clients and internal/external customers
    • Ensures a high level of quality in all administrative efforts.

    Supervisory Responsibilities:

    This job has no supervisory responsibilities.

    Knowledge of:

    Company policies and procedures as outlined in Team Member Handbook; Computer programs including Word, Outlook and proficient in Excel; Familiarity with PowerPoint is a plus; operation of business equipment including facsimile, copier, PC, scanner, laminator, binding machine, and printers; Internet and it's appropriate usage;

    Ability to:

    Prioritize work and handle multiple tasks; Able to meet deadlines and take the initiative to do so; Ability to de-escalate situations.

    Education And/Or Experience:

    High School diploma or GED preferred; Experience in a support clerical position is preferred

    Language Skills:

    Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Excellent verbal and written communication skills, including proper use of grammar.

    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 driver's 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 regularly required to sit, frequently required to use their hands to handle or control electronic devices; and required to talk, hear, and respond. The employee frequently is required to 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, color 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. 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 onsite in inside environmental conditions. The noise level in the work environment is usually moderate.

    Recruiter Nacogdoches Recruiting

    Recruiter

    Job Title : Recruiter
    Department : Recruiting
    Reports to : Recruitment Leader
    Pay Grade : SN2
    FLSA Status : Exempt
    Location : Nacogdoches

    Summary:

    The ideal candidate will lead the talent acquisition function of onboarding and provide support for 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 the assigned center(s) weekly
    • Develop weekly strategic hiring strategies and outreach programs that will result in a maintain a sustainable talent pipeline for assigned centers
    • Meet weekly with Employment Coordinator of the assigned center to discuss hiring needs and present tactical solutions to hiring concerns
    • Assess position requirements and appropriately match candidates to client needs
    • 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 the 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 a thorough understanding and knowledge of the local labor market and creates a strategy for branding Etech within the 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.
    • Attend community and recruiting events as requested. Pro-actively attend 8 events in your area a month.
    • Build relationships with Etech Social to know sources for advertising.
    • 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, PowerPoint, 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 the department; Effectively communicate both orally and in written form to positively promote Etech; Meet schedules and timelines 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.

    Cyber Security Auditor Nacogdoches Security

    Cyber Security Auditor

    Job Title : Cyber Security Auditor
    Department : Security
    FLSA Status : Exempt
    Location : Nacogdoches

    Description

    Analyze overall enterprise security audit readiness and provide recommendations on how effectiveness could be improved to mitigate conditions that could impair future audit preparedness and audit readiness support. Review and evaluate audit findings, make recommendations for audit readiness, contribute to security presentations, and participate in debriefs to represent cyber security interests. Work as a Cybersecurity subject matter expert (SME) and Cybersecurity team member assisting with security awareness training curriculum, form gathering, and other security documentation, as required by Etech Cyber security, conducts security audits of information systems against documented organization security standards as well as ISO 27001, PCI-DSS, HIPPA, and Privacy Shield.  Review security controls, tests system technical security configuration settings, reviews system scan results for compliance with documented policy and industry standards, and assists with developing and reviewing compliance reports that clearly identify security findings and proposed remediation strategies, as necessary.

    Responsibilities

    • Analyze overall enterprise audit readiness and provide recommendations on how effectiveness could be improved to mitigate conditions that could impair future audit preparedness and audit readiness support
    • Effectively communicate audit procedures and expectations to team members and stakeholders in a timely and clear fashion.
    • Liaise with technical security stakeholders on an ongoing basis.
    • Set and continually manage technical project expectations with team members and other
    • Conduct security audits of information systems against policy/process as defined within Etech documentation and required for ISO 27001, PCI-DSS, HIPPA, and Privacy Shield.
    • Plan and schedule security audit timelines
    • Determine the frequency and content of audit reports, analyze results, and remediate problem areas.
    • Review and evaluate audit findings and make recommendations on improving security and audit preparedness
    • Create audit remediation plans along with members of the cyber security and technical teams and establish timelines for completion

    Position Requirements

    Formal Education & Certification

    • University degree in the field of computer science/technology management and/or 2+ years related work experience.
    • Certifications in Cyber Security and/or Technology fields a plus.

    Knowledge & Experience

    • 2 years’ direct work experience in a technical environment
    • Familiarity with security audit and/or standard audit practices
    • Ability to conduct technical security audits for complex information systems
    • Ability to analyze information systems and technical specifications against defined security control standards and identify deficiencies and remediation strategies
    • Experience with network security, vulnerability management, incident response
    • Knowledge of emerging cyber security trends
    • Familiarity with Change Management practices
    • General knowledge of network system Functionality (Firewalls, Switches, Routers, etc.)
    • Database and operating systems experience with Microsoft products a plus.
    • Technically competent with various software programs, such as Microsoft Office products, SQL, etc.
    • Familiarity with security software such as Anti-Virus, Anti-Malware, Web Filtering Technology, Encryption methods and standards
    • Familiarity with industry security standards such as ISO 27001, PCI-DSS, HIPPA, Privacy Shield, etc. a plus

    Personal Attributes

    • Experience at working both independently and in a team-oriented, collaborative environment is essential.
    • Can conform to shifting priorities, demands and timelines through analytical and problem solving capabilities.
    • Reacts to project adjustments and alterations promptly and efficiently.
    • Flexible during times of change.
    • Ability to read communication styles of team members and contractors who come from a broad spectrum of disciplines.
    • Persuasive, encouraging, and motivating.
    • Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments.
    • Possession of excellent analytical skills
    • Strong written and oral communication skills.
    • Strong interpersonal skills.
    • Adept at conducting research into project-related issues and products.
    • Must be able to learn, understand, and apply new technologies.
    • Customer service skills a must.
    • Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.

    Work Conditions

    • Sitting for extended periods of time.
    • Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects.
    • Physically able to participate in training sessions, presentations, and meetings.
    • Travel may be required for performing site audits, meeting with clients, stakeholders, or offsite personnel/management.
    • Must be able to pass a background check.
    • Job Function: Security

    Customer Service Specialist Nacogdoches Operations

    Customer Service Specialist

    Job Title : Customer Service Specialist
    Department : Operations
    Location : Nacogdoches

    Summary:

    We're hiring Customer Service Specialists for our contact center operations in Nacogdoches. Etech is a contact center company and our people are the backbone of our business. The Customer Service Specialist is responsible for ensuring efficient, high-quality service to both internal and external customers by providing timely responses to customer issues via call, e-mail or chat.

    Agents must be flexible and have availability throughout the entire shift. Actual shifts will be assigned via client’s workforce management team during nesting.

    As a Customer Service Specialist, you’ll:

    • Handles customer service inbound and outbound telephone calls
    • Must meet daily performance metric requirements which include talk time, average handle time, login adherence and quality guidelines for all calls
    • Works with customers on a daily basis to sustain and improve business relationships
    • Supports customer growth by asking for the business with every inbound call
    • Assists in managing customer retention activities by serving as liaison between customer and Service Center to ensure customer needs are being met
    • Participates in outbound calling campaigns to retain existing customers and regain lost customers

    Requirements:

    Bring it. You're qualified if you:

    • Must have HS Diploma/GED
    • Must have customer service experience (1 yr for CS team)
    • Prefer insurance experience including sales, adjusting, customer service and/or office staff in insurance agency
    • Agents must be flexible and have availability throughout the entire shift. Actual shifts will be assigned via clients workforce management team during nesting
    • Prefer 6 months experience in call center
    • Must be able to multi-task utilizing multiple online systems at one time
    • Must be very confident
    • Ability to work in an environment that changes rapidly
    • Must pass background check with no felonies and no financial charges
    • Background Checks. Contractor shall perform pre-employment and post-employment background checks covering criminal activity for the previous five years on all resources prior to presenting them to the client for consideration. Contractor warrants that all resources provided hereunder shall have passed such background checks, and shall not have been convicted of any felony or any financial crime during placement or for the five years prior to placement with the client. Contractor shall notify the client immediately in writing of any criminal or negative credit activity of its resources discovered during the performance of its obligations under this Agreement.

    Would you like to apply for this job?

    Online Chat Representative Nacogdoches Operations

    Online Chat Representative

    Job Title : Online Chat Representative
    Department : Operations
    Reports to : Sales Coach
    Location : Nacogdoches
    Job Type : Full-Time

    Summary :

    We're hiring online chat representatives for our contact center operations in Nacogdoches, Texas. When customers visit our clients' websites and need help, our representatives engage via chat, make connections, answer questions, solve problems, and get people happily on their way. Are you ready to be successful, advance your career, make friends, and make a difference? Join us and fuel your passion for work and life.

    As an Etech Online Chat Representative, you will:

    • Help customers using chat technology
    • Help customers with a consultative approach and engage in solving their concerns. Customers chat with us to get the proper resolution to the concerns they have, related to the services and products of our clients. We’re here to help.
    • Listen, understand, and take quick action. Like all of us, customers just want someone to listen and help get their problems solved. You'll do both!
    • Stick to your schedule, show up for work on time, and get involved with our company's culture and activities. The more you invest in your career here, the more we can give back to you.

    When you join Etech, we will:

    • Start you off with an hourly pay, well above the minimum wage
    • Give you ways to earn more every single month through commissions, bonuses, and incentives
    • Instantly make you part of our growing family of diverse people focused on making excellent customer experiences
    • Show you a clear career path and provide the tools you need to earn more responsibilities and promotions
    • Offer you the perks and benefits you'd expect, plus some surprise perks you'll appreciate
    • Make work comfortable and fun with jeans and t-shirt dress code along with plenty of fun events and activities
    • Tenure Raises
    • Weekend and overnight differential pay
    • Health, dental, vision insurance
    • Tuition and childcare reimbursement
    • 401K Plans

    Requirements

    Bring it. You're qualified if you:

    • Are at least 18 years old
    • Typing speed 40 wpm
    • Have a high school diploma or equivalent required
    • Have excellent verbal, written, listening skills and know your way around a keyboard
    • Love to help people
    • Are ready to be part of a team and contribute to Etech's success
    • Are a good multi-tasker. Our web chat representatives usually are interacting with 2-3 customers at a time
    • Are a go-getter with excellent research and customer service problem-solving skills
    • Excellent with Word, Excel, and Window
    • Can pass a criminal background check and a drug screen

    Salary

    • Paid training at $11/hr
    • Shift pays $11.50/hr, $12.50 on weekends or overnight, and $13.50 for weekend and overnight

    Would you like to apply for this job?

  • Sales Coach/Sales Leader Dallas Operations

    Sales Coach/Sales Leader

    Job Title : Sales Coach/Sales Leader
    Department : Operations
    Reports to : Account Manager
    Pay Grade : SS-2
    FLSA Status : Exempt
    Location : Dallas

    Summary:

    Coaches and develops team of agents/representatives to achieve their individual performance goals as well as team goals by performing the following duties.

    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.

    • Sets expectations and leads team to achieve performance goals as established by leadership
    • Coaches and develops team of agents/representatives to achieve performance objectives
    • Administers Performance Management Process as needed to develop agent performance and behavior
    • Supervises the daily activity of team by monitoring, coaching and developing each team member to ensure call quality, sales techniques and compliancy guidelines
    • Issues written and oral counseling for breach of conduct as outlined in the employee handbook
    • Responsible for periodic evaluations on all team members/ACT’s
    • Exhibits teamwork by building strong relationships with peers, superiors, and team members
    • Seeks and acts on personal coaching and feedback received by taking an active role in performance planning and goal setting
    • Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development

    Supervisory Responsibilities:

    Directly supervises approximately 15 FTE's on a Campaign in the Operations Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and monitoring, coaching and developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

    Knowledge of:

    Campaign products and/or services being offered, customer operating systems, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, Power Point and Outlook.

    Ability to:

    Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop and maintain relationships with peers across departments.

    Education And/Or Experience:

    Bachelor's degree from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

    Language Skills:

    Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, 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 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 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 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.

     

    IT Desktop Support Technician Dallas Information Technology

    IT Desktop Support Technician

    Job Title : IT Desktop Support Technician
    Department : Information Technology
    Reports to : IT Manager
    Location : Dallas

    Are you a Computer Guru looking for a great company to work for?

    Summary:

    Candidates will be responsible for providing technical support, configuration and maintenance of workstation hardware and software. Candidates must also have experience with AD and an understanding of basic network infrastructures. Respond to incoming Help Desk tickets via phone, email, online or in person in a timely manner. Provides support and assistance by following problem determination procedures and processes, documenting problems and fixes in the ticketing system and escalates problems according to established protocols. The key success factor of this position is minimizing the downtime as a result of user calls.

    Primary Responsibilities:

    • Identify, research and resolve all technical issues
    • Perform workstation hardware diagnostics and repairs
    • Add and modify users in Active Directory and Microsoft Exchange Server
    • Troubleshoot third party applications
    • Troubleshoot user profile issues
    • Troubleshoot performance issues
    • Troubleshoot printing issues
    • Configure, network and share printers
    • Print server management
    • Manage users in hosted services (ie: Office 365)
    • Configure wireless access points and troubleshoot wireless connectivity
    • Know how to install routers, switches, and access points at customer location
    • Know how to troubleshoot internet issues such as packet loss, DNS issues, and service outages
    • Configure Microsoft Remote Desktop/Terminal Services and manage active sessions and users on a server
    • Troubleshoot file permissions issues
    • Troubleshoot performance issues that affect user experience
    • Document, track and monitor problems through our ticketing system to ensure a timely and complete resolution.

    Knowledge of:

    • Strong working knowledge of Windows Operating Systems (XP, Windows 7, Windows 8, 8.1, 10)
    • Strong working knowledge of Microsoft Office (2007, 2010, 2013, 2016 & Office 365)
    • Excellent customer service skills over the phone , in person or via email
    • Ability to follow through and make sure issues are resolved
    • Ability to quickly learn new skills and technologies
    • Ability to troubleshoot issues from the bottom up
    • Ability to stay on task and multitask with minimal supervision
    • Has or is currently working towards a Microsoft Certification preferred

    Education And/Or Experience:

    Bachelor’s degree from four-year College or university preferred and/or at least 1-2 years experience in the field. Must complete A+ certification within 3 months of employment.

    Work Experience:

    • Customer Service: Excellent customer service skills over the phone , in person or via email
    • Workstation hardware installation, diagnostics and repairs
    • Software troubleshooting
    • Troubleshooting PC performance issues: Strong working knowledge of Windows Operating Systems (XP, Windows 7, Windows 8, 8.1, 10)
    • Using and troubleshooting the Microsoft Office suite: Strong working knowledge of Microsoft Office (2007, 2010, 2013, 2016 & Office 365)
    • Installation and Configuration of basic networking devices

    Preference will be given to those with Understanding of:

    • Active directory and directory structures
    • Managing users in hosted services (i.e.: Office 365)
    • Computer networking

    Preferred certifications:

    • CompTIA A+
    • CompTIA Net+
    • CCENT: Cisco Certified Entry Networking Technician
    • MTA: Microsoft Technology Associate

    Preferred skills:

    • Strong Communication Skills
    • Prior Customer Service Experience
    • Experience with Ticketing Systems 

    Salary:

    • USD 28K – 32K per year, based on experience.

    Bilingual Team Leader Dallas Operations

    Bilingual Team Leader

    Job Title : Bilingual Team Leader
    Department : Operations
    Reports to : Account Leader or Operations Leader
    Location : Dallas

    Summary

    Coaches and develops a team of agents/representatives to achieve their individual performance goals as well as team goals by performing the following duties. Works on a bilingual campaign communicating in both English and Spanish with employees as well as customers.

    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

    • Sets expectations and leads team to achieve performance goals as established by leadership
    • Coachs and develops a team of agents/representatives to achieve performance objectives
    • Administers Performance Management Process as needed to develop agent performance and behavior
    • Supervises the daily activity of team by monitoring, coaching and developing each team member to ensure call quality, sales techniques and compliancy guidelines
    • Issues written and oral counseling for breach of conduct as outlined in the employee handbook
    • Responsible for periodic evaluations on all team members/ACT’s
    • Exhibits teamwork by building strong relationships with peers, superiors, and team members
    • Seeks and acts on personal coaching and feedback received by taking an active role in performance planning and goal setting
    • Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development

    Supervisory Responsibilities

    Directly supervises approximately 15 FTE's on a Campaign in the Operations Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and monitoring, coaching and developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

    Knowledge of

    Campaign products and/or services being offered, customer operating systems, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, Power Point, and Outlook.

    Ability to

    Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop and maintain relationships with peers across departments; communicate fluently in both English and Spanish in verbal and written form.

    Education and/or Experience

    Bachelor's degree from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience. Previous call center experience preferred. Previous management experience required.

    Language Skills

    Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, 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 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 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 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. 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. 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.

    Bilingual Customer Service Representative

    Job Title : Bilingual Customer Service Representative
    Department : Operations 
    Reports to : Sales Coach
    Location : Dallas

    We’re looking for A-players who excel at their jobs and who crave a challenge. Our passion is ensuring the privacy of every American, with a focus on helping enterprises protect the sensitive personal information of their consumers. Our employees care about the right to privacy, and they’re driven to defend that right—that’s why our award-winning software and an elite team of professionals are trusted by thousands of organizations in healthcare, finance, education, insurance, and government. We feel good about the work we do, and we need people who want to make a difference in the lives of our customers.

    Essential Duties And Responsibilities

    • Answer a high volume of inbound phone calls while maintaining excellent call quality
    • Ability to handle sensitive data
    • Ability to diffuse customer escalations quickly
    • Ability to multi-task and prioritize well in a fast-paced environment
    • Ability to work weekends, holidays and overtime as requested
    • Regular attendance and timeliness
    • Other duties as assigned

    Required Skills and Qualifications

    • Must be self-motivated, driven to succeed and ready to hit the ground running
    • Customer Focus Attitude
    • Excellent Listening Skills
    • Strong Verbal Communication
    • Building Relationships
    • People Skills (empathetic and willingness to serve others)
    • Interpersonal Savvy
    • Problem Solving

    Education and Experience

    • 2+ Years Customer Service experience
    • Basic Data Entry Skills (Typing – 35 WPM)

    Customer Service Representative Dallas Operations 

    Customer Service Representative

    Job Title : Customer Service Representative
    Department : Operations 
    Reports to : Sales Coach
    Location : Dallas

    We’re looking for A-players who excel at their jobs and who crave a challenge. Our passion is ensuring the privacy of every American, with a focus on helping enterprises protect the sensitive personal information of their consumers. Our employees care about the right to privacy, and they’re driven to defend that right—that’s why our award-winning software and an elite team of professionals are trusted by thousands of organizations in healthcare, finance, education, insurance, and government. We feel good about the work we do, and we need people who want to make a difference in the lives of our customers.

    Essential Duties And Responsibilities

    • Answer a high volume of inbound phone calls while maintaining excellent call quality
    • Ability to handle sensitive data
    • Ability to diffuse customer escalations quickly
    • Ability to multi-task and prioritize well in a fast-paced environment
    • Ability to work weekends, holidays and overtime as requested
    • Regular attendance and timeliness
    • Other duties as assigned

    Required Skills and Qualifications

    • Must be self-motivated, driven to succeed and ready to hit the ground running
    • Customer Focus Attitude
    • Excellent Listening Skills
    • Strong Verbal Communication
    • Building Relationships
    • People Skills (empathetic and willingness to serve others)
    • Interpersonal Savvy
    • Problem Solving

    Education and Experience

    • 2+ Years Customer Service experience
    • Basic Data Entry Skills (Typing - 35 WPM)

    Online Chat Representative Dallas Operations

    Online Chat Representative

    Job Title : Online Chat Representative
    Department : Operations
    Reports to : Sales Coach
    Pay Grade : $13.50/Training and $14.00/Production
    Location : Dallas
    Job Type : Full-Time

    Summary :

    We're hiring online chat representatives for our contact center operations in Dallas, Texas. When customers visit our clients' websites and need help, our representatives engage via chat, make connections, answer questions, solve problems, and get people happily on their way. Are you ready to be successful, advance your career, make friends, and make a difference? Join us and fuel your passion for work and life.

    As an Etech Online Chat Representative, you will:

    • Help customers using chat technology
    • Help customers with a consultative approach and engage in solving their concerns. Customers chat with us to get the proper resolution to the concerns they have, related to the services and products of our clients. We’re here to help.
    • Listen, understand, and take quick action. Like all of us, customers just want someone to listen and help get their problems solved. You'll do both!
    • Stick to your schedule, show up for work on time, and get involved with our company's culture and activities. The more you invest in your career here, the more we can give back to you.

    When you join Etech, we will:

    • Start you off with an hourly pay, well above the minimum wage
    • Give you ways to earn more every single month through commissions, bonuses, and incentives
    • Instantly make you part of our growing family of diverse people focused on making excellent customer experiences
    • Show you a clear career path and provide the tools you need to earn more responsibilities and promotions
    • Offer you the perks and benefits you'd expect, plus some surprise perks you'll appreciate
    • Make work comfortable and fun with jeans and t-shirt dress code along with plenty of fun events and activities
    • Tenure Raises
    • Weekend and overnight differential pay
    • Health, dental, vision insurance
    • Tuition and childcare reimbursement
    • 401K Plans

    Requirements

    Bring it. You're qualified if you:

    • Are at least 18 years old
    • Typing speed 45 wpm
    • Have a high school diploma or equivalent required
    • Have excellent verbal, written, listening skills and know your way around a keyboard
    • Love to help people
    • Are ready to be part of a team and contribute to Etech's success
    • Are a good multi-tasker. Our web chat representatives usually are interacting with 2-3 customers at a time
    • Are a go-getter with excellent research and customer service problem-solving skills
    • Excellent with Word, Excel, and Window
    • Can pass a criminal background check and a drug screen

    Salary

    • Shift pays $13/hr and $12/hr for training, $15 on weekends or overnight, and $16 for weekend and overnight

    Would you like to apply for this job?

  • Facilities Team Member Rusk Corporate Branding

    Facilities Team Member

    Job Title : Facilities Team Member
    Department : Corporate Branding
    Reports to : Facilities Coordinator
    Pay Grade : Hourly Support classification (Non-Exempt)
    Location : Rusk

    Summary:

    Keeps call center in clean and orderly condition by performing the following duties

    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.

    • Sweeps, mops, and vacuums hallways, office spaces, break rooms, and production flooring.
    • Regularly cleans and maintains kitchen/break room areas including refrigerators, microwaves, sinks, counter tops, and tables.
    • Regularly cleans and maintains supplies in restrooms.
    • Empties trash and cardboard boxes throughout the building and take to dumpster.
    • Regularly cleans and maintains all furniture, fixtures, and equipment as outlined in the cleaning schedule provided by Sr. Facilities Coordinator.
    • Maintains building, performing minor and routine painting, plumbing, and other related maintenance activities.
    • Replaces air conditioner filters.
    • Notifies management concerning needs for major repairs or additions to lighting, heating and ventilating equipment.
    • Cleans sidewalks and parking lots as needed.
    • Mows lawn, trims shrubbery, and cultivates flowers as required.
    • Maintains and waters all living plants inside call centers.

    Supervisory Responsibilities:

    This job has no supervisory responsibilities.

    Knowledge of:

    Policies and procedures as outlined in the Employee Handbook; Inventory control and ordering procedures; Proper use of cleaning supplies and chemicals;

    Ability to:

    Speak and understand instructions in English.

    Education And/Or Experience:

    High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

    Language Skills:

    Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of employees of organization.

    Mathematical Skills:

    Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

    Reasoning Ability:

    Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

    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 is frequently exposed to fumes or airborne particles and frequently works in inside environmental conditions. The employee is occasionally exposed to moving mechanical parts; high, precarious places; toxic or caustic chemicals; outside weather conditions; risk of electrical shock; and vibration. The noise level in the work environment is usually loud.

    Customer Service Agent Rusk Operations

    Customer Service Agent

    Job Title : Customer Service Agent
    Department : Operations
    Reports to : Sales Coach
    Location : Rusk

    Summary:

    A Customer Service Rep uses tools on the computer to assess a dig site to determine if an area is safe for an excavator to dig without cutting cable or fiber optic lines, and maintains details records for the tickets.

    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.

    • Handle all issues with diplomacy, tact, and respect.
    • Provide quality service to clients through a thorough knowledge of products and services.
    • Enter data into the computer database system.
    • Build strong relationships with team leaders and team members.
    • Be open and responsive to consistent coaching; take an active role in performance planning and goal setting.
    • 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.
    • Be flexible in an environment by championing and embracing change.
    • Follow all compliance guidelines and regulations regarding Customer Proprietary Network Information, Competitive Landscape Operating Requirements, Do Not Call legislation, and Company policy regarding slamming, cramming, and falsification of sales.

    Knowledge of:

    Basic Computer operations including keyboarding, proper grammar and syntax, company policies and procedures as outlined in the Employee handbook.

    Ability to:

    Follow directions, enter information into a computer program, and learn new products and services to help determine if a ticket can be suppressed safely or not and read a map. Needs to be very detail-oriented and capable of piecing together information from several different applications at one time to match up to make a decision.

    Education And/Or Experience:

    High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

    Language Skills:

    Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

    Mathematical Skills:

    Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

    Reasoning Ability:

    Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

    Certificates, Licenses, Registrations:

    Valid drivers’ 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 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.

    Online Chat Representative Rusk Operations

    Online Chat Representative

    Job Title : Online Chat Representative
    Department : Operations
    Reports to : Sales Coach
    Location : Rusk
    Job Type : Full-Time

    Summary :

    We’re hiring online chat representatives for our contact center operations in Rusk, Texas. When customers visit our clients’ websites and need help, our representatives engage via chat, make connections, answer questions, solve problems, and get people happily on their way. Are you ready to be successful, advance your career, make friends, and make a difference? Join us and fuel your passion for work and life.

    As an Etech Online Chat Representative, you will:

    • Help customers using chat technology
    • Help customers with a consultative approach and engage in solving their concerns. Customers chat with us to get the proper resolution to the concerns they have, related to the services and products of our clients. We’re here to help.
    • Listen, understand, and take quick action. Like all of us, customers just want someone to listen and help get their problems solved. You'll do both!
    • Stick to your schedule, show up for work on time, and get involved with our company's culture and activities. The more you invest in your career here, the more we can give back to you.

    When you join Etech, we will:

    • Start you off with an hourly pay, well above the minimum wage
    • Give you ways to earn more every single month through commissions, bonuses, and incentives
    • Instantly make you part of our growing family of diverse people focused on making excellent customer experiences
    • Show you a clear career path and provide the tools you need to earn more responsibilities and promotions
    • Offer you the perks and benefits you'd expect, plus some surprise perks you'll appreciate
    • Make work comfortable and fun with jeans and t-shirt dress code along with plenty of fun events and activities
    • Tenure Raises
    • Weekend and overnight differential pay
    • Health, dental, vision insurance
    • Tuition and childcare reimbursement
    • 401K Plans

    Requirements

    Bring it. You're qualified if you:

    • Are at least 18 years old
    • Typing speed 42wpm
    • Have a high school diploma or equivalent required
    • Have excellent verbal, written, listening skills and know your way around a keyboard
    • Love to help people
    • Are ready to be part of a team and contribute to Etech's success
    • Are a good multi-tasker. Our web chat representatives usually are interacting with 2-3 customers at a time
    • Are a go-getter with excellent research and customer service problem-solving skills
    • Excellent with Word, Excel, and Window
    • Can pass a criminal background check and a drug screen

    Salary

    • Paid training at $11/hr
    • Shift pays $11.50/hr, $12.50 on weekends or overnight, and $13.50 for weekend and overnight

    Would you like to apply for this job?

  • Recruiter Lufkin Recruiting

    Recruiter

    Job Title : Recruiter
    Department : Recruiting
    Reports to : Recruitment Leader
    Pay Grade : SN2
    FLSA Status : Exempt
    Location : Lufkin

    Summary:

    The ideal candidate will lead the talent acquisition function of onboarding and provide support for 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 the assigned center(s) weekly
    • Develop weekly strategic hiring strategies and outreach programs that will result in a maintain a sustainable talent pipeline for assigned centers
    • Meet weekly with Employment Coordinator of the assigned center to discuss hiring needs and present tactical solutions to hiring concerns
    • Assess position requirements and appropriately match candidates to client needs
    • 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 the 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 a thorough understanding and knowledge of the local labor market and creates a strategy for branding Etech within the 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.
    • Attend community and recruiting events as requested. Pro-actively attend 8 events in your area a month.
    • Build relationships with Etech Social to know sources for advertising.
    • 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, PowerPoint, 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 the department; Effectively communicate both orally and in written form to positively promote Etech; Meet schedules and timelines 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.

    Training Leader Lufkin Training and Development

    Training Leader

    Job Title : Training Leader
    Department : Training and Development
    Reports to : Senior Training Leader
    Pay Grade : SS3
    FLSA Status : Exempt
    Location : Lufkin

    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.

    • 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 relationships 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 inside environmental conditions. The noise level in the work environment is usually moderate.

    Network Administrator Lufkin Information Technology

    Network Administrator

    Job Title : Network Administrator
    Department : Information Technology
    Reports to : Enterprise Technology Manager
    Location : Lufkin

    Summary

    The Network Administrator’s role is to support the stable operation of the in-house computer LAN/WAN network. This includes planning, designing, installing, configuring, maintaining, and optimizing all network hardware, software, and communication links while ensuring minimal network downtime. The person will also diagnose, resolve, and document hardware and software network problems in a timely and accurate fashion, and provide end user training and support where required.

    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

    • Install, configure, test, maintain, monitor, and troubleshoot all network hardware and equipment, including routers, switches and firewalls.
    • Develops and implements policies and procedures related to network hardware and software acquisition, use, support, security, and backup.
    • Monitor and test network performance for availability, utilization, throughput and latency, provide network performance statistics/reports and identify how performance can be improved.
    • Develops, implements and performs periodic testing of disaster recovery procedures and processes.
    • Perform on-site analysis, diagnosis, and resolution of complex network problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including off-site repair.
    • Maintain security solutions, including firewall, anti-virus, and intrusion detection systems.
    • Create, update and maintain Network Diagrams utilizing Microsoft Visio.
    • Communicates with other departments to report and resolve software, hardware, and operations problems.
    • Consults with department managers to develop system solutions consistent with organizational objectives and standards.
    • Installs and tests software upgrades. Recommend, schedule, and perform network improvements, upgrades, and repairs
    • Researches and evaluates new technologies.
    • Receive and respond to incoming calls, pages, and/or e-mails regarding network connectivity problems.

    Supervisory Responsibilities

    This job has no supervisory responsibilities.

    Personal Attributes

    • Strong customer service orientation.
    • Able to effectively prioritize tasks in a high-pressure environment.
    • Highly self-motivated and directed, with keen attention to detail.
    • Strong interpersonal, written, and oral communication skills.
    • Able to communicate effectively with external customers and partners.
    • Proven analytical and problem-solving abilities.
    • Experience working in team-orientated, collaborative environment.
    • Able to conduct research into networking issues and products as required.

    Knowledge and Experience

    • Extensive knowledge of commonly-used concepts, practices, and procedures in the Information Technology field.
    • Experience working on Cisco Routers, Switches, Fortinet FortiGates and FortiSwitches.
    • Working technical knowledge of dynamic routing methodology, including but not limited to BGP, OSPF, EIGRP, route redistribution between protocols and SDWAN.
    • Working technical knowledge of Point to Point, VPN (IPSec and GRE) and MPLS concepts with practical application.
    • VPN/Firewall hardware installation, management, configuration and troubleshooting in multi-platform environments.
    • Extensive knowledge of TCP/UDP protocols, IP Subnetting, SNMP, STP, VTP, QOS and VLAN’s.
    • Knowledge of firewall technologies, best practices and configuration methods.
    • Knowledge of Linux administration is a plus.
    • On call availability for escalated problems and ability to telecommute via VPN.
    • Cisco CCNA/CCNP, Fortinet NSE4/NSE5/NSE7 certification is a plus.
    • Verifiable experience managing a multisite corporate network.

    Education And/Or Experience

    Three or more years related experience and/or training; or equivalent combination of education and experience.

    Certificates, Licenses, Registrations (Preferred, Not Required)

    • Cisco CCNA/CCNP Cetrifciation
    • Fortinet NS34, NS35, NS37

    Online Chat Representative Lufkin Operations

    Online Chat Representative

    Job Title : Online Chat Representative
    Department : Operations
    Reports to : Sales Coach
    Location : Lufkin
    Job Type : Full-Time

    Summary :

    We're hiring online chat representatives for our contact center operations in Lufkin, Texas. When customers visit our clients' websites and need help, our representatives engage via chat, make connections, answer questions, solve problems, and get people happily on their way. Are you ready to be successful, advance your career, make friends, and make a difference? Join us and fuel your passion for work and life.

    As an Etech Online Chat Representative, you will:

    • Help customers using chat technology
    • Help customers with a consultative approach and engage in solving their concerns. Customers chat with us to get the proper resolution to the concerns they have, related to the services and products of our clients. We’re here to help.
    • Listen, understand, and take quick action. Like all of us, customers just want someone to listen and help get their problems solved. You'll do both!
    • Stick to your schedule, show up for work on time, and get involved with our company's culture and activities. The more you invest in your career here, the more we can give back to you.

    When you join Etech, we will:

    • Start you off with an hourly pay, well above the minimum wage
    • Give you ways to earn more every single month through commissions, bonuses, and incentives
    • Instantly make you part of our growing family of diverse people focused on making excellent customer experiences
    • Show you a clear career path and provide the tools you need to earn more responsibilities and promotions
    • Offer you the perks and benefits you'd expect, plus some surprise perks you'll appreciate
    • Make work comfortable and fun with jeans and t-shirt dress code along with plenty of fun events and activities
    • Tenure Raises
    • Weekend and overnight differential pay
    • Health, dental, vision insurance
    • Tuition and childcare reimbursement
    • 401K Plans

    Requirements

    Bring it. You're qualified if you:

    • Are at least 18 years old
    • Typing speed 40 wpm
    • Have a high school diploma or equivalent required
    • Have excellent verbal, written, listening skills and know your way around a keyboard
    • Love to help people
    • Are ready to be part of a team and contribute to Etech's success
    • Are a good multi-tasker. Our web chat representatives usually are interacting with 2-3 customers at a time
    • Are a go-getter with excellent research and customer service problem-solving skills
    • Excellent with Word, Excel, and Window
    • Can pass a criminal background check and a drug screen

    Salary

    • Paid training at $11/hr
    • Shift pays $11.50/hr, $12.50 on weekends or overnight, and $13.50 for weekend and overnight

    Would you like to apply for this job?

    Sales Representative Lufkin Operations

    Sales Representative

    Job Title : Sales Representative
    Department : Operations
    Reports to : Sales Coach
    Location : Lufkin

    Summary:

    We’re hiring Sales Representatives for our call centers in (Lufkin). This position interfaces with customers via calls, for the purpose of selling products and services. The Sales Representative is also responsible for processing customer orders and sales; providing/receiving information; selling client products/service as well as providing basic customer service support.

    The Sales Representative will be eligible to get bonuses and incentives. Plus, Etech offers medical benefits, tuition reimbursement, professional development, and career advancement.

    As a Sales Representative, you'll:

    • Make connections with prospective customers over the phone in a designated market area to qualify leads and explain the type of service or product offered.
    • Communicate with current and prospective customers using a variety of computer and telecommunications technology/software to give information and answer questions regarding current promotions and new or upgraded products.
    • Help customers find and buy products/ services.
    • 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 a report on sales activities - Sales Tracker.

    Requirements:

    Bring it. You're qualified if you :

    • Are at least 18 years old.
    • Have a high school diploma or GED.
    • Are legally eligible to work in the United States.
    • Valid drivers’ license or other Government issued photo ID.
    • Can use a computer and navigate the web.
    • Are adaptable to changing situations.
    • Have a naturally positive attitude.
    • Love to help people.
    • Are ready to be part of a team and contribute to Etech's success.
    • Can pass a drug test and criminal background check.
  • Server Administrator Palm Beach Information Technology

    Server Administrator

    Job Title : Server Administrator
    Department : Information Technology
    Reports to : Director of Information Technology
    Pay Grade : SN3
    FLSA Status : Exempt
    Location : Palm Beach

    Summary:

    Server Administrators perform installation, configuration and maintenance of stand-alone and clustered virtual servers and associated peripheral equipment such as SANs, switches, etc.

    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.

    • Specific experience with Microsoft server Operating Systems 2008R2, 2012 R2, 2016 R2, and Microsoft Office 365 management portal.
    • Experience in windows patch management, vulnerability management and remediation.
    • Experience with security scanning tools
    • IT and Data Center infrastructure knowledge and experience.
    • Knowledge of TCP/IP, BIND, LDAP and other core technologies such as NTP, TCP/IP, FCIP, iSCSI, SAN, NAS etc.
    • Experience with Virtualization
    • Working knowledge of server hardware from different vendors
    • Deep Understanding of Windows Fundamentals and concepts.
    • Excellent troubleshooting skills related to OS, Network and other performance issues
    • Experience implementing, administering and creating custom dashboards for performance monitoring/Metrics
    • Advanced knowledge of Windows Server (2003/2008) /desktop Operating Systems (XP/7/8.1/10).
    • Knowledgeable with Active Directory, permissions, group policies.

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

    • Continually improve operations through routine monitoring of system performance metrics and proactive actions.
    • Reviewing of system log files, trend analysis, configuration, incident and problem management processes.
    • Recommend and work with the engineers or Solution Architect on system or architectural changes when needed to improve automation, performance, high availability and scalability.
    • Update operational runbook documentation for any changes in the environment.
    • Prevent infrastructure issues through analytic tools.
    • Acquire, configure and maintain development, test and production servers. Support development, test and production servers including after-hours support and monitoring server usage and up-time.
    • Interface with vendors to obtain required equipment and software in a timely manner while ensuring proper audit and budget controls are met.
    • Provide technical and procedural direction to the company for the actual implementation of the network servers used, as well as interface with internal users, development personnel and other technical staff.
    • Provide direction in complex problem-solving situations and participate in direct interaction with internal staff as required.
    • Maintain documentation describing activity levels and possible next steps required for each server.
    • Provide regular status reports
    • Maintain access privileges and account groups
    • Design, implement and maintain a consistent backup and disaster recovery plan.
    • Collaborate with operations, QA and third-party data centers to provide technical direction on server configurations, hardware/software deployments, and other administrative tasks related to the staging and maintenance of company development, testing and production servers.
    • Ensure timely and effective delivery of hardware upgrades

    Supervisory Responsibilities:

    This job has no supervisory responsibilities.

    Personal Attributes:

    • Able to effectively prioritize tasks in a high-pressure environment.
    • Highly self-motivated and directed, with keen attention to detail.
    • Able to communicate effectively with external customers and partners.
    • Proven analytical and problem-solving abilities.
    • Experience working in team-orientated, collaborative environment.

    Education And/Or Experience:

    • Bachelor’s degree (BS/Computer Science or related area) preferred.
    • Microsoft Certification (MCSE) or equivalent certification in relevant programs desired.
    • Experience managing large scale Citrix/2X/Terminal Server installations.
    • Experience managing server virtualization technologies like VMWare Server/ESX or Microsoft HyperV/Virtual Server.
    • Experience with Microsoft IIS administration and configuration.
    • Linux/UNIX administration.
    • Active Directory/LDAP user and group administration.
    • Strong communication and documentation skills.
    • Flexible and able to adapt to a rapidly changing environment.
    • Must be organized and can manage projects of varying length.
    • Positive, self-motivated individual who can complete tasks independently.
    • Strong change management and ITIL background.

    Language Skills:

    Ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers. Ability to effectively present information to top management, Team Leaders, and/or boards of directors.

    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 to understand both abstract and concrete variables.

    Certificates, Licenses, Registrations:

    Microsoft Certification (MCSE) or equivalent certification in relevant programs, Cisco Certified Network Associate or Professional -CCNA/CCNP, and MCITP Server are preferred.

    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.

    This job generally operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The employee is occasionally exposed to a variety of extreme conditions at job sites. The noise level in the work environment and job sites can be loud. 

    Inside Sales Representative Palm Beach Operations

    Inside Sales Representative

    Job Title : Inside Sales Representative
    Department : Operations
    Reports to : Sales Coach
    Pay Grade : $10.00 /hour
    Location : Palm Beach
    Job Type : Full-time

    Etech is searching for a highly motivated, high energy sales, and service professionals. This goal-oriented individual assists prospects and make sales for internet, phone, and TV. This position requires dynamic, customer-focused, sales and service professionals that possess excellent verbal and written communication, interpersonal skills demonstrated by passion for providing outstanding customer service, effective sales closing skills, creative thinking, and the ability to enthusiastically communicate with prospects on every outbound and inbound call consistently.

    What's in it for you

    • $10/hr Paid Training, $10/hr base pay PLUS lucrative commission plans!
    • Paid Training
    • Tuition Reimbursement
    • Daycare reimbursement
    • Opportunities to advance (Over 90% of our promotions are internal!)

    Duties include but are not limited to

    • Enthusiastically engaging each call and represent Etech in a highly professional manner
    • Follow coaching and protocol in order to make and close a sale
    • Successfully and accurately answering prospect questions and providing appropriate additional information
    • Respond rapidly and accurately to on-line requests for information from clients
    • Achieving defined productivity goals
    • Responsible to meet all company policies and procedures

    Job Requirements

    • Dynamic sales and telephone skills (Preferred but not required)
    • Strong customer service and listening skills
    • Demonstrated strengths in verbal and written communication skills including appropriate grammar and punctuation
    • Ability to communicate empathy and confidence in both in-bound and out-bound contact center environments
    • Type 25 WPM and have Proficient Computer knowledge
    • High School Diploma or GED
    • Job Type: Full-time
    Title
    Location
    Job Function
  • Trainer Montego Bay Training and Development

    Trainer

    Job Title : Trainer
    Department : Training and Development
    Reports to : Assistant Training Leader
    Location : Montego Bay

    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 moment's 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 every day through the use of 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 a curriculum for Etech or its clients. Often times they get to write about the 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, PowerPoint, 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 relationships 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 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 inside environmental conditions. The noise level in the work environment is usually moderate.

    Recruiter Montego Bay Recruiting

    Recruiter

    Job Title : Recruiter
    Department : Recruiting
    Reports to : Assistant Director of Recruitment
    Pay Grade : SN2
    FLSA Status : Exempt
    Location : Montego Bay

    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.

    Training Leader Montego Bay Training and Development

    Training Leader

    Job Title : Training Leader
    Department : Training and Development
    Reports to : Senior Training Leader
    Pay Grade : SS3
    FLSA Status : Exempt
    Location : Montego Bay

    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.

    Medical Administrative Specialist Montego Bay Operations

    Medical Administrative Specialist

    Job Title : Medical Administrative Specialist
    Department : Operations
    Reports to : Team Leader
    Location : Montego Bay

    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

    Sales Representative-Reservations Montego Bay Operations

    Sales Representative-Reservations

    Job Title : Sales Representative-Reservations
    Department : Operations
    Location : Montego Bay

    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

    Title
    Location
    Job Function
  • PHP Developer Gandhinagar ETS

    PHP Developer

    Job Title : PHP Developer
    Department : ETS
    Reports to : Team Leader of ETS
    Location : Gandhinagar

    Summary :

    A PHP developer is responsible for writing server-side web application logic. PHP developers usually develop back-end components, connect the application with the other web services, and support the front-end developers by integrating their work with the application. They are also often required to develop and integrate plugins for certain popular frameworks.

    Must have skills:

    • HTML/HTML5
    • CSS/CSS3/Bootstrap
    • JavaScript/JQuery
    • Core PHP/WordPress/Any MVC Framework like CodeIgniter / Laravel
    • RestAPI /API Integration
    • Knowledge of SQL and hands-on with MySQL

    Requirements:

    • 3+ years of solid programming experience with Core PHP and other PHP CMS and MVC Framework
    • Must have experience building web applications using PHP CMS, PHP MVC
    • Must have experience with standard Web technologies such as HTML, CSS, JavaScript, JQuery, AJAX
    • Must have experience developing web services and API
    • Should be able to design and develop databases for large applications
    • Front-End development experience with UI frameworks like Bootstrap, JQuery, and other JavaScript framework
    • Experience with Amazon AWS EC2, any SQL Database experience like MySQL, MongoDB, etc.

    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 a four-year college or university.
    • 3-4 years of professional experience in PHP, Wordpress, Drupal, Laravel Yii, Codeigniter, CakePHP web-based application with MySQL back end.

    We expect you to:

    • Be Flexible in working hours which is a must.

    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.

    Facility Manager Gandhinagar Human Resources

    Facility Manager

    Job Title : Facility Manager
    Department : Human Resources
    Reports to : HR Manager
    Location : Gandhinagar

    Summary:

    Leads and coordinates activities of workers engaged in maintaining and repairing physical structures of buildings and maintaining grounds by performing the following duties. Coordinate and manage a facilities operation and management program that may include project management, preventative maintenance, grounds maintenance, housekeeping, construction, remodeling and renovation, inventory control, setting priorities, resolving environmental and safety issues, coordinating activities, and establishing inspections for occupied buildings.

    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:

    • Inspects facilities, machinery, equipment, systems, etc., to verify safety, maintenance, conditions, functions, and quality.
    • Coordinates and assigns projects; provides assistance in resolving problems; approves system changes and establishes project priorities.
    • Establishes cleaning and/or preventative maintenance schedules and coordinates these activities.
    • Oversees the development, evaluation or review of plans and criteria for a variety of activities; assesses feasibility of proposed plans, projects and equipment.
    • Reviews and/or inspects work for quality, accuracy, and completeness.
    • Schedules and conducts inspections and/or investigations.
    • Prepares and defends budget recommendations, requests, reports, proposals and/or projections.
    • Participates in the planning, designing, construction and maintenance of facilities.
    • Coordinates the development of comprehensive master plans; ensures diverse interests, directions and policies are represented and consistent.
    • Writes or drafts correspondence, reports, documents and/or other written materials.
    • Other tasks as assigned.
    • Monitor costs and expenses to assist in budget preparation
    • Oversee facilities services and maintenance 
    • To ensure compliance with all statutory, regulatory, quality, security and relevant company policies generating a true health and safety culture.
    • To interact with all internal teams to discharge the consistent, effective and efficient delivery of planned and reactive tasks and in doing so, support best practice. appropriate control over all critical service points, to maximize employee satisfaction, minimize employee complaints and other adverse feedback
    • To set objectives for direct reports and review progress as per set frequency. Ensure same approach and mechanisms for all staff within area of responsibility.
    • Managing facility team and providing work schedule and plan every day.
    • Responsible for the contract/AMC renewal of all the agencies.
    • Safety standards for Facility Management Services as per organizations processes

    Supervisory Responsibilities:

    Directly supervises 5-15 employees in the facilities department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems.

    Knowledge Of:

    Planning, organizing and direction of custodial staff; Basic computer skills including keyboarding; Computer programs including Word, Excel, and Outlook; Security systems; Basic repair techniques and appropriate use of tools; Company policies and procedures as outlined in the employee handbook; principles and practices of facilities operations, maintenance, and management

    Education & Experience:

    • Any Graduate in Any Specialization
    • Experience around 4 - 10 years

    Chief Technology Officer Gandhinagar Information Technology

    Chief Technology Officer

    Job Title : Chief Technology Officer
    Department : Information Technology
    Reports to : Chief Customer Officer
    Location : Gandhinagar

    Summary:

    The Chief Technology Officer (CTO) is responsible for establishing Etech’s technical vision and leading all aspects of the company’s technology development. The CTO will play an integral role in Etech’s strategic direction, development, and future growth. CTO plans, organizes, and controls the day-to-day IT resource activities, collaborates with the all-important stakeholders. CTO develops and implements IT architecture strategies to accommodate current and future organizational needs.

    Qualifications:

    • 12 - 18 years of progressive infrastructure technology management experience in a global organization with specific experience in high availability Datacenter environments.
    • Experience understanding business strategy and how it aligns with technology.
    • Experience managing large scale, transaction-intensive, 24x7, multi-site, international operations with 100s of servers and "5 9s" SLA (99.999%).
    • Familiarity with PCI, SAS70, and SOX Compliance.
    • Must have experience and high level of knowledge and expertise in Set-up, Configure, Maintain, Support the following systems or implementation concepts:
      • IP Telephony and IPCC components
      • SIP, SCCP, and RTP and General VOIP communications
      • Call Manager for Unified Contact Center Enterprise
      • Networking Devices, Routers, Switches and issues with routing call traffic across WAN technologies
      • CVP or IP-IVR or Script Editor experience for Unified Contact Center Enterprise
      • Unified Contact Center Enterprise Configuration Manager
      • CTI Desktop Solutions
      • Unified Intelligence Center or Unified Contact Center Enterprise Telephony Reporting
      • IP Telephony and IPCC components
      • Interaction Manager: Email and/or Chat
      • Understanding of POTs, Q.SIG, PRI and T1 interfaces
      • Familiarity with Voice Recording systems & centralized storage
      • Familiarity with Call Detail Record (CDR) solutions.

    Responsibilities:

    • Provide direction and leadership to Internet Operations and Information Systems staff, including hiring, training, mentoring and developing metrics.
    • Develop and document an annual and long-term technology plan that incorporates and ties directly to the organization’s vision and strategy. Review and update this plan (at least on a quarterly basis) to reflect changing needs, priorities, and available technologies.
    • Identify, innovate and execute business ideas to improve division goals and targets.
    • Initiate, manage, and take ownership of strategic dialogues with other teams in the organization.
    • Take ownership and responsibility for the productivity of the team, and improving service excellence.
    • Evaluate technology and vendor strategies (on-site, hosted, cloud, outsourced models) to meet the infrastructure requirements within the approved budget of all systems supporting internal and external customers.
    • Partner with other technology teams in defining and maintaining processes and procedures regarding disaster recovery, capacity planning, change control, security, problem resolution, performance management, and availability.
    • Work with approved vendors to extract future technology direction, understand market trends and form strategic partnerships.
    • Work with application teams on design and operations issues, including capacity planning, ITIL, change control, security, business continuity, problem resolution, performance, availability, service desk and other areas.
    • Develop and Implement infrastructure services components of office expansion and move projects.

    System Administrator Gandhinagar ETS

    System Administrator

    Job Title : System Administrator
    Department : ETS
    Reports to : Product Development Manager
    Location : Gandhinagar

    Summary:

    Candidate should have past experience administrating networks, setting up and maintaining high availability servers, maintaining backup processes, and ensuring security and customer compliance on the network.

    This will be a systems administration role. We are looking for someone has the ability to work independently and is able to create and maintain a stable network for our web servers and services. Should be able to work with AWS, manage Windows and Linux servers, and figure out solutions for the issues encountered.

    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:

    • Performs system administration, including system security, software update management, and database maintenance.
    • Serves as technical consultant on new products and technology
    • Coordinates systems support
    • Defines data purge and retention cycles
    • Monitors data quality and integrity
    • Participates in business improvement
    • Analyzes impact of process or technical tool changes on existing processes, tools, and interfaces based on knowledge of interdependencies of related functions and systems.
    • Provide support for development & users
    • Ensures adequacy and quality of process and procedure documentation
    • Extracts data from various databases for report generation.
    • Generates ad-hoc reports and databases to address specific business needs
    • Recommends improvements to systems and processes
    • Monitoring VPCs, EC2 instances, elasticsearch, redis, SQL Server, and mysql databases.
    • Install, configure, and secure servers in a virtual environment
    • Monitor and optimize system capacity, performance and utilization
    • Regularly audit and remediate systems to keep them in security compliance.
    • Product related work, including rollouts, migrations, and project launches.
    • Provide input to ensure proper selection and deployment of technologies, creation and enhancement of current processes.
    • Perform and verify backups. Create and test recovery plans.
    • Analyze system logs and identify potential issues with computer systems

    Technical Skills:

    • AWS : VPC, EC2, IAM, S3, Route 53, SES, Elasticsearch
    • Database : MS SQL Server, MySQL, Redis
    • OS : Windows Server, Linux

    Must to have Good experience with client communication & coordination

    Education & Experience:

    • BE (Comp/IT), MCA, MSc IT, B Tech (Comp. /IT)
    • Bachelor's degree from four-year College or university;
    • Candidate having certification in system and network administration will be preferred.
    • 4-5 years of professional experience as a System Administrator with 2 -3 years in AWS administration

    Language Skills:

    • Ability to respond to common inquiries or complaints from customers.
    • Ability to effectively present information to customers, top management, Team Leaders, and/or boards of directors.

    Channel Manager Gandhinagar Global Operations

    Channel Manager

    Job Title : Channel Manager
    Department : Global Operations
    Reports to : AVP Operation
    Location : Gandhinagar

    Summary:

    Accountable for the overall successful delivery of client expectations and Etech shareholder objectives, including profitable & sustainable growth of the account.

    Characteristics And Skills:

    This unique background takes a multitude of different operating experiences, must include being both a creative thinker and an influential collaborator. The strategic channel manager should be able to anticipate, challenge, and interpret; to make decisions based on these skills; to align organizational goals and resources, and to continually learn. A channel manager should also have the ability to build a workplace culture that is capable of executing change to meet business objectives. Because a success-oriented culture is highly dependent on leaders who lead by example, this channel manager must always be professional, work with integrity, and actively promote ethics and compliance policies across the organization.

    This model will allow Etech to be more responsive to clients without duplicating efforts and allow leaders of Operations to focus efforts on coaching and developing leaders/agents v. following up on deliverables.

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

    • Accountable for the design, coordination, and execution of program growth plan that meets client and Etech Stakeholder deliverables
    • Act as client and Etech consultant - focused on delivering solutions
    • Ensure that all deadlines are achieved
    • Lead/coordinate all client communications to ensure deliverables are met; responsible for disseminating any/all information to key stakeholders
    • Open and adaptable schedule up to and including 24/7 availability based off business needs of campaigns assigned; some travel required
    • Lead effective internal communication amongst centers and workgroups to ensure expectations are understood and achieved 
    • Formulate actionable analytics – from raw data. Conduct internal and external business reviews, including weekly readouts with the client, Center Directors, and Executive leadership to discuss needs, and key opportunities to be addressed with proposed solutions. Lead client-facing WBR/MBR/ABR
    • Assign targets internally and ensure mechanism in place to evaluate performance against these targets (campaign, center, leader, agent) * Establish program LOEs at all levels to support performance delivery, inspect documentation and provide feedback to center leadership
    • Coordinate internally to ensure objectives are achieved and facilitate calibrations
      • Hours
      • Performance
      • Quality
      • Compliance
      • Security
      • Reporting
      • Training
      • Review and update all scorecards/compensation reports to ensure criteria is in alignment with Etech/client KPI
    • Create/communicate dialing/staffing strategies that support the success
    • Ensure internal and external compliance/security audits are conducted, documented and passed
    • Act as a consultant on Etech product development (ICE, QEVAL, etc.), and support new business development
    • Coordinate process improvements across departments, acting as a Trusted Advisor to support program success
    • Facilitate a culture that supports Etech’s Character Commitments, and act as a role model at all times adhering to high ethical standards
    • Ensure MSA/SOW is followed and understood by key stakeholders.
    • Provide timely and detailed forecasting at campaign and center levels as well as complete all invoicing.
    • Be open to feedback and coaching while also taking personal accountability for self-development and raising the bar through continuous improvement

    Supervisory Responsibilities:

    No supervisory responsibilities.

    Computer Skills And Programs:

    High level of proficiency with Microsoft Word, PowerPoint, and Excel

    Computer Skills And Programs:

    High level

    Education And/Or Experience:

    Four-year college degree or four to ten years related experience as the senior manager of a like size organization with equal support activities

    Language Skills:

    Ability to read, analyze, and interprets common professional 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 effectively present information to top management, public groups, and/or boards of channel managers

    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, collects 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

    Real Time Analyst Gandhinagar ETS

    Real Time Analyst

    Job Title : Real Time Analyst
    Department : ETS
    Reports to : ETS Leader
    Location : Gandhinagar

    Summary:

    Real time Analyst is responsible for supporting the Customer Service Teams with respect to the management and operation of associate scheduling and real-time monitoring of work queues ensuring optimal service level delivery.

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

    • Monitors queue spikes, breaks and aux usage of agents. Ensuring that the queue is well-managed by relaying real-time concerns on AUX time reporting to Supervisors/Floor managers on the floor.
    • Sends day-end reports to the management team
    • Monitors and report real time schedule & Shrinkage adherence and reports non-compliance if any
    • Reports intra-day schedule changes to the Supervisors/Manager.  i.e., same day callouts and develops a plan to meet schedule requirements.
    • Works with WFM to ensure hourly, real-time schedule adherence commitments are being met.
    • Work closely with the Account Managers and Supervisors to conduct real-time root cause analysis of impacts to SLA's (i.e., AHT, ACW, Abandonment, actual call volume to forecast ratios, chat types/drivers). 
    • Assigning schedules for all reps.
    • Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence.
    • Identify OCR's/leaders on any violation of the code of conduct and non-adherence to the schedule.
    • Build strong relationships with Team Leader, and team members.
    • Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
    • 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.
    • Be flexible in an environment by championing and embracing change.

    Personal:

    • Excellent Written English skills and Excel (Data Analysis) are a prerequisite.
    • Acts as a role model at all times and adheres to high ethical standard
    • Takes responsibility and initiative to develop core and personal skills
    • Is flexible in an environment by championing and embracing change.
    • Maintains a high degree of confidentiality while conducting day-to-day operations
    • Presents a professional, efficient, and service-oriented profile to clients and internal/external customers.
    • Ensures a high level of quality in all administrative efforts.

    Ability to:

    Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop relationships with peers across departments

    Knowledge of:

    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.

    This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, rush jobs, change in the workload or technological developments).

    In accordance with the Disabilities Act, individuals holding this job will be required to perform the responsibilities listed here with or without accommodations provided by the company.

    Web Developer Gandhinagar ETS

    Web Developer

    Job Title : Web Developer
    Department : ETS
    Reports to : Team Leader
    Location : Gandhinagar

    Essential Responsibilities:

    The core web developer responsibility is to understand the primary concept and translate it into a complete requirements. This task involves the following:

    • Contribute to the entire web lifecycle
    • Develop functional and fast-responsive website, using markup languages
    • Troubleshoot websites and fix bugs if necessary and improve the usability
    • Troubleshoot UI and improve its performance accordingly
    • Integrate UI elements
    • Collaborate with developers, and designers.
    • Compile prototype and quality mockups
    • Should have basic know-how to WordPress backend CMS

    Technical Skills:

    • HTML, CSS, WordPress, Photoshop.
    • Good if you have additional skills : Sass and LESS, JavaScript, jQuery, AngularJS

    Education & Experience:

    • BE (Comp/IT),MCA, MSc IT, B Tech(Comp./IT) or any equivalent qualified resource.
    • Bachelor’s degree from four-year college or university.
    • 1-4 years of professional experience

    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.

    Staff Accountant Gandhinagar Finance

    Staff Accountant

    Job Title : Staff Accountant
    Department : Finance
    Reports to : Director of Finance
    Location : Gandhinagar
    Job Type : Finance & Accounting

    Summary

    For one its client in the US, Etech is looking for qualified and experienced candidates for this job opening. The candidate has to work from India and deliver all the requested task as per the requirement of the client.

    What you get to do

    Under limited supervision, the staff accountant assists the director of finance in performing multiple duties related to the accounting functions of the organization within established deadlines. 

    Your day-to-day

    • Perform or assist in the performance of month-end closing. Input and reconcile all income for closing. Prepare reports, verify Trial Balance, and run Financial Statements for management review.
    • Input General Ledger entries and journal vouchers as required. Ensure daily transactions are posted and updated in a timely manner and in accordance with generally accepted accounting principles. Maintain control over bookkeeping functions for the hotel to include preparation and review of information posted to subsidiary ledgers as needed.
    • Prepare tax reconciliations, payments, reports and investigation as needed. Maintain necessary records and back up documents required to balance taxes. Complete monthly, quarterly and annual tax filing as required by the state, city and federal agency.
    • Perform or assist in performing balance sheet reconciliations and bank reconciliations.
    • Participate in the taking of inventories and verification of extensions on a monthly basis.
    • Prepare daily, weekly and monthly reports in accordance with reporting calendars, ensuring that all reports are submitted on a timely basis.
    • May review and verify accounts payable input and output, accounts receivable posting and billing, and maintain the daily income report, ensuring all necessary schedules are completed in a timely manner.
    • Prepare, record, and process accounts payable and cash disbursement, and accounts receivable and cash receipts.
    • Prepare allocation tables for indirect expenses and revenue items as needed.
    • Prepare and process payroll and deductions schedules.
    • Review open invoice reports and follow up with a schedule of payments or adjustments.
    • Assist comptroller with the year-end financial audit.
    • Maintain required records, reports, and files in an organized manner.
    • Perform other related duties as directed or as the situation dictates.

    Specific experience we're seeking

    • Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
    • Ability to write reports, business correspondence, and procedure manuals.
    • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
    • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
    • Ability to apply concepts of basic algebra and geometry.
    • One to two years accounting experience in Hotel Industry; or equivalent combination of education and experience.

    Qualification

    • Working knowledge of Microsoft Office and Excel, required.
    • Bachelor’s degree in Accounting/Finance, preferred.
    • Strong oral and written communication skills.
    • Strong math, analytical and organizational skills. 

    Team Leader – Voice Process Gandhinagar Operations_Voice campaign

    Team Leader – Voice Process

    Job Title : Team Leader – Voice Process
    Department : Operations_Voice campaign
    Reports to : Operations Leader
    Location : Gandhinagar
    Hours : Full Time (Flexible with Shift times)

    Summary:

    Coaches and develops team of customer service agents to achieve their individual performance goals as well as team goals by performing and managing daily KPI which includes TTT, TCW, THT, Total Sales/hr and security protocol.

    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.

    • Achieves team performance goals as established by leadership
    • Coaches and Develops team of customer service agents to achieve performance objectives
    • Prepares and administers Performance Development Plans for customer service agents as needed to develop agent performance and behavior
    • Supervises the daily activity of customer service team consisting of Agents by monitoring, coaching and developing each team member to ensure call quality, customer service techniques, sales techniques and compliancy guidelines are being met.
    • Acts as a mentor for any Assistant Team Leader as assigned.
    • Handles escalated call disputes between customers and agents.
    • Follow do’s and don’ts without any compromise.
    • Issues written and oral instructions.
    • Issues written and oral warnings or reprimands for schedule adherence, call quality or any misconduct as outlined in the employee handbook.
    • Responsible for periodic evaluations on all team members, which is maintained in employee files in the HR department.
    • Assigns duties and examines work for exactness, neatness, and conformance to policies and procedures.
    • Studies and standardizes procedures to improve the efficiency of subordinates.
    • Maintains harmony among Team members and resolves grievances by following the open line procedure as necessary.
    • Work closely with Operations Leader to maintain center performance
    • Adjusts errors and complaints.
    • Builds strong relationships with peers, superiors, and team members.
    • Be open and responsive to consistent coaching; take an active role in performance planning and goal setting.
    • Acts as a role model at all times adheres to high ethical standards.
    • Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
    • Displays flexibility in an environment by championing and embracing change.

    Supervisory Responsibilities:

    Directly supervises approximately 15 FTE's on a customer service Campaign in the Operations Department and assists in the development of assigned ATL. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and monitoring, coaching and developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

    Knowledge of:

    Campaign products and/or services being offered, operating system, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, PowerPoint, Outlook, and Access.

    Ability to:

    Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop and maintain relationships with peers across departments.

    Listen actively, converse well on the phone with East Coast customers – Need to know their lingo. Answer questions and give directions to CSR’s, and learn new products and services.

    Education And/Or Experience:

    High school diploma or general education degree (GED); and/or greater than three years of relevant experience and/or training; or equivalent combination of education and experience. Should have US-bound voice exposure. 

    Language Skills:

    Good Verbal communication skill in English to handle Inbound/Outbound customer service. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, 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 calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to interpret bar graphs.

    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 other 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 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.

    Voice and Accent Trainer Gandhinagar Training and Development

    Voice and Accent Trainer

    Job Title : Voice and Accent Trainer
    Department : Training and Development
    Reports to : Training Leader
    FLSA Status : Exempt
    Location : Gandhinagar

    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:

    • Monitor and coaching of agents on grammar, pronunciation, syllable stress and other aspects of the English language, US culture, etc.
    • Monitor calls on communication and soft skills as per US process requirements.
    • Support floor training initiatives such as New-Hire Training & Refresher Training.
    • Provide consistent coaching and feedback to enhance employee performance as per client KPI.
    • Maintain data to map the development of agents on the basis of communication
    • Develop action plans for the bottom quartile and ensure they move up the learning curve.
    • Conduct creative Training Workshop on a regular basis to improve conversational skills & soft skills of agents during training or on floor.
    • Effective interpersonal and communication skills.
    • A stronghold of the language (US English) and good knowledge of grammar, pronunciation, spellings, and vocabulary.
    • A good understanding and knowledge of the right accents.
    • Ability to hold the interest and attention of those seeking training.
    • Self-confidence coupled with the ability to infuse confidence in others.

    Requirements:

    • Excellent communication skills.
    • Strong understanding of the English language – technical and practical applications.
    • Well versed with soft skills.
    • Understanding of monitoring and feedback techniques.
    • Ability to audit monitored data and identify coaching/training needs.
    • Efficient at managing one’s own schedule and work.
    • Must be self-motivated and able to motivate others.
    • Ability to improve the communication and soft skills of the agents for sustained continuous improvement.
    • Display a high level of effort and commitment towards supporting employees.
    • To be able to work in night-shift.
    • Minimum 4 years’ experience with Voice and Accent Training
    • Knowledge of adult learning principles

    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.

    Social Media Analyst Gandhinagar Business Development

    Social Media Analyst

    Job Title : Social Media Analyst
    Department : Business Development
    Reports to : Marketing & Social Media Manager
    Location : Gandhinagar

    Summary

    The Social Media Analyst is responsible for implementing social media strategies for Etech. The Social Media Analyst can quickly understand and support initiatives that will contribute to the goals and success of Etech campaigns, specific to social media.

    Essential Responsibilities

    • Manage and help to create marketing content to socialize and use for social media purposes (e.g., customer videos briefs, customer case studies, blog posts, posts from analysts and customers)
    • Support SEO strategies by understanding keyword priorities and how they integrate into content marketing plans
    • Launch optimized online adverts through Google Adwords, Facebook etc. to increase company and brand awareness
    • Assist in link building campaigns in coordination with Etech SEO goals
    • Provide analysis and recommendations as the program evolves and can be reviewed
    • Research and administer social media tools on a daily basis in support of Etechs’ social media strategy
    • Monitor and evaluate social media results on a daily basis in coordination with Etechs’ goals and benchmarks
    • Execute real-time monitoring of social media trends that will inform business decisions, identify competitive advantages and deliver an understanding of sentiment, how consumers are interacting with the brand
    • Create strategies for generating comprehensive reports that visually represent results and inform stakeholders about issues, opportunities, and areas of concern/crisis.
    • Present detailed program results and analytics to the Leadership team on a regular basis.
    • Develop best practices for monitoring Social Media, including guidelines for evaluating benefits and risks for certain social media engagements.
    • Keep pace with social media and internet marketing industry trends and developments
    • Understand and be able to speak about brands with a sense of ownership

    Core Competencies/Skill Set

    • Good oral & written German/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.

    Professional Skills and Qualifications

    • 1 – 2 years of experience in social media marketing with demonstrated successes
    • Proficiency in MS Excel, PowerPoint, and Word
    • Experience working with popular social media monitoring tools (Google, Radian 6, Twitter Search, Social Mention, Traackr, etc.) and popular social media management tools (TweetDeck, HootSuite, etc.)
    • Experience with website analysis using a variety of analytics tools including Google Analytics as well as internal reporting tools
    • Experience working with CMS and building/administering content in CMS environments
    • Desired: Knowledge of HTML/CSS, WordPress, and website administrations
    • Ability to clearly and effectively articulate thoughts and points
    • Understanding social networks (Facebook, Twitter, LinkedIn, Instagram, Pinterest, Youtube, etc.), and the social advertising landscape
    • Demonstrated experience in creating reports that transform raw social media data into a concise and actionable report for brands

    We expect you to

    • Be Flexible in working hours, which is a must.

    Salesforce Administrator Gandhinagar Software Development

    Salesforce Administrator

    Job Title : Salesforce Administrator
    Department : Software Development
    Reports to : Team Leader
    Location : Gandhinagar

    Client’s mission is to help companies win through customer experience. The world’s best-loved brands trust Client’s Experience Cloud™, which embeds the pulse of the customer in an organization and empowers employees with the real-time customer data, insights, and tools they need to make every experience great. Named a leader in the most recent Forrester Wave and ranked in the 2018 Forbes Cloud 100 list, Client is growing quickly, with a global footprint that spans Silicon Valley, Austin, New York, Washington DC, London, Paris, Sydney, Buenos Aires, and Tel Aviv. Here, we value people for each of the aspects that make them whole. We believe that people should not be defined only by a job title—nobody is "just an engineer" or "just a salesperson." We are each partners, parents, children, siblings, friends, and former classmates. We have different backgrounds and we celebrate different cultures. And, just like our product, we honor each of the experiences that build our people.

    Role Overview

    The Salesforce Administrator will help with ongoing development of our Salesforce.com deployment. The successful candidate will have a record of success in improving processes and adoption using the Salesforce. The administrator will work closely with functional leaders, organizational units, and subject matter experts to identify develop and deploy new business processes. This role is part technical project manager, part administrator, and part Salesforce analyst. The Salesforce Administrator will be responsible for executing on the day-to-day configuration, support, maintenance, and improvement of our Professional Services org and processes in Salesforce.com.

    Essential Duties And Responsibilities

    • Serve as a system administrator for Professional Services org, owning areas like Service Cloud, Sales Cloud, and other products as necessary
    • Handle all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks
    • Help develop and configure new case handling processes in Service Cloud
    • Complete regular internal system audits and prepare for upgrades
    • Help manage data feeds and other integrations
    • Help with the evaluation, scope, and completion of new development requests
    • Work with members of the user community to define and document development requirements

    Minimum Qualifications

    • Excellent project management skills and a positive attitude
    • Demonstrated ability to meet deadlines and prioritize simultaneous requests
    • A documented history of successfully driving projects to completion
    • Creative and analytical thinker with strong problem-solving skills
    • Must demonstrate exceptional verbal and written communication skills in English
    • Ability to assess the impact of new requirements on all upstream and downstream applications, systems, and processes

    Preferred Qualifications

    • +2 years of experience as a Salesforce.com administrator specifically working on Service Cloud.
    • Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
    • Salesforce.com Admin certified (ADM201 and ADM211)
    • Sales Cloud, Service Cloud and Developer certifications
    • Proven ability to design and implement new processes and facilitate user adoption.
    • Strong understanding of the platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity
    • Strong understanding of Salesforce.com best practices and functionality
    • Strong data management abilities
    • A demonstrated ability to understand and articulate complex requirements
    • Previous experience working in a SCRUM or agile environment preferred

    Business Analyst Gandhinagar Software Development

    Business Analyst

    Job Title : Business Analyst
    Department : Software Development
    Location : Gandhinagar

    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.

    Sr. Project Manager Gandhinagar Program Implementation

    Sr. Project Manager

    Job Title : Sr. Project Manager
    Department : Program Implementation
    Reports to : AVP IT and Operational Excellence
    Location : Gandhinagar

    Job Synopsis

    As a Senior Project Manager, you will manage the transition of new programs from the completion of the requisite contracts to the successful launch and hand-off to operations management. You will ensure program performance meets targets, goals, and deliverables supporting the metric on a regular basis.

    A Day in The Life of Etech Sr. Project Manager Includes

    • Develops an in-depth understanding of the needs of the client and the key initiatives required for a successful program launch
    • Act as a primary point of contact with the customer throughout the entire process, providing proactive updates to customers, from the first milestone touchpoint to confirmation of completion of delivery or disconnect
    • Interact with the client to develop New Program requirements. Compiles and analyzes client requirements and establishes priorities for implementation. Manages the process through a detailed Action Planning tool to the successful implementation of all initiatives outlined in the program launch checklist
    • Works closely with center directors and account managers to ensure complete understanding of the project, project objectives, and priorities
    • Completes the Hiring Request for external candidates
    • Ensures the establishment of a training curriculum to properly prepare program team for success
    • Interacts with IT to ensure that all system requirements are met within the agreed timeline
    • Interacts with development personnel to assist in the creation of project design documentation
    • Interacts with development personnel to ensure timelines are being met for application and report development
    • Identify process challenges and improvement opportunities to support improving workflows
    • Manages the infrastructure needs of the program through launch and steady state. Works hand-in-hand with the OPS leadership to allow them to focus their full attention on the team’s performance
    • Works with internal department leaders to identify internal process improvement initiatives and create a plan of action
    • Responsible for the successful completion of internal process improvement initiatives involving requirements gathering, analysis, problem-solving, planning and execution of corrective actions
    • Subject matter expert on efficiencies and productivity gains for internal operations
    • Must display creative problem solving, clear and concise communication skills, ability to lead a team of diverse individuals, and organize process improvements tactics

    What You Need

    • Developing Budgets
    • Coaching
    • Supervision
    • Project Management
    • Management Proficiency
    • Process Improvement
    • Tracking Budget Expenses
    • Performance Management

    Qualifications

    • Bachelor’s degree or equivalent
    • Project Management Professional Certification
    • Three years of project management experience in a contact center is a requirement
    • Proven track rack record in project management, including management of scope, risk, and resources
    • Strong organizational and problem-solving skills
    • Proven ability to manage multiple tasks in parallel
    • Exceptional organization and time management skills

    Work Hard, Play Hard! APPLY NOW!

    IT Director Gandhinagar IT

    IT Director

    Job Title : IT Director
    Department : IT
    Reports to : AVP IT and Operational Excellence
    Location : Gandhinagar

    Summary

    The IT Director will be responsible to develop and implement technology vision and operating plans; sets direction based on alignment to business strategy and technology opportunities. He/ She will supervise the support teams to provide first class service to our customers by planning and delivering on tactical and strategic technology projects and changes. The Director will be responsible for hardware lifecycle, mobile device management, patching, unified communications administrator, annual budget recommendations, helping define service level agreements and providing key performance data among other key functions.

    Responsibilities

    • Oversee all technology operations and evaluate them according to established goals
    • Devise and establish IT policies and systems to support the implementation of strategies set by upper management
    • Analyze the business requirements of all departments to determine their technology needs
    • Purchase efficient and cost-effective technological equipment and software
    • Selects and implements suitable technology to streamline internal operations and help optimize the strategic benefits and value to the organization
    • Heads the IT function of the company and will help the company in realizing its objective of improving its online presence becoming more digital.
    • Plans the implementation of new systems and provide guidance to IT professionals and other staff within the organization
    • Integrates, analyzes and helps academic and operations partners interpret the complex and diverse information
    • Initiates, formulates, and implements new business practices for IT; leads the development and/or delivery of a significant element of the change leadership program for the organization
    • Ensures that security measures for systems, applications, databases, and networks are properly implemented and updated regularly to minimize technical vulnerabilities
    • Leads IT organization with a customer-first focus/approach.
    • Inspect the use of technological equipment and software to ensure functionality and efficiency
    • Identify the need for upgrades, configurations or new systems and report to upper management
    • Coordinate IT managers and supervise technicians and other professionals to provide guidance
    • Control budget and report on expenditure
    • Assist in building relationships with vendors and creating cost-efficient contracts

    Position Requirements

    Formal Education & Certification

    • Master’s in Computer Application
    • Minimum Experience: 7 years

    Knowledge & Experience

    • Knowledge with Firewalls and VPN's
    • Proven experience as IT director or similar role
    • Experience in analysis, implementation, and evaluation of IT systems and their specifications
    • Sound understanding of computer systems (hardware/software), networks, etc.
    • Experience in controlling information technology budget
    • Excellent organizational and leadership skills
    • Outstanding communication abilities
    • Routing and networking design, implementation, and protocols experience
    • Proficient use of network assessment tools
    • Strong security and remote connectivity background
    • Experience setting up unified threat management services on firewall devices
    • Supervisory, troubleshooting, and project management experience

    Preferred Qualifications

    • Thorough knowledge and experience with telephony platforms and contact center technologies
    • In-depth understanding of cloud-native architectures, microservices, and open API’s
    • Strong working knowledge of multiple development frameworks, and a drive for innovation

    Business Development Manager Gandhinagar Global Business Development

    Business Development Manager

    Job Title : Business Development Manager
    Department : Global Business Development
    Reports to : AVP Corporate Strategy
    Location : Gandhinagar

    Summary:

    We are looking for an ambitious and energetic Business Development Manager to help us expand our clientele. You will be the front of the company and will have the dedication to create and apply an effective sales strategy. You will be responsible for growing revenue by securing new business relationships in the traditional contact center industry.

    Responsibilities:

    • Follow up on potential business opportunities with sales calls, lead generation and qualifying calls, and supportive research
    • Creates business opportunities through research, networking, leveraging existing relationships, and attendance at events such as trade shows
    • Prepares and maintains action plans and other administrative documentation to enable accountability and ensure goals are being reached
    • Works with the Program Implementation Department to smoothly transition the new business to them for implementation and remains available for engagement as the P.I. Department or the new contract representative(s) request
    • Maintaining and developing relationships with existing customers in person and via telephone calls and emails
    • Cold calling to arrange meetings with potential customers to prospect for new business
    • Advising on forthcoming product developments and discussing special promotions
    • Negotiating the terms of an agreement and closing sales
    • Responding to incoming email and phone inquiries
    • Creating detailed proposal documents, often as part of a formal bidding process which is largely dictated by the prospective customer
    • Reviewing your own sales performance, aiming to meet or exceed targets
    • Making accurate, rapid cost calculations and providing customers with quotations. Gaining a clear understanding of customers' businesses and requirements
    • Attending team meeting and sharing best practice with colleagues
    • Negotiating on price, costs, delivery, and specifications with buyers and managers/ Negotiate the terms of an agreement and close sales
    • Acting as a contact between a company and its existing and potential markets
    • Relationship building; researching the market and related products; presenting the product or service in a structured professional way face to face
    • Visit potential customers for new business
    • Represent the global Etech organization at trade exhibitions, events, and demonstrations
    • Identify new markets and business opportunities
    • Review your own sales performance
    • Needs to work on RFP and RFI for International Clients

    Requirements:

    • Proven working experience as a business development manager or a relevant role
    • Proven sales track record
    • Experience in customer support is a plus
    • Proficiency in MS Office and CRM software (e.g., Zoho, MailChimp)
    • Proficiency in English
    • Market knowledge
    • Communication and negotiation skills
    • Ability to build rapport
    • Time management and planning skills

    Technical Recruiter Gandhinagar Software Development

    Technical Recruiter

    Job Title : Technical Recruiter
    Department : Software Development
    Reports to : Assistant Leader
    Location : Gandhinagar

    Summary

    The job of a technical recruiter is to be able to identify/screen/qualify candidates for IT positions; the recruiter also reviews, reformats, and presents resumes to hiring managers. These are some of the duties and requirements of a technical recruiter.

    The Role

    Technical Recruiter responsibilities include sourcing, screening, and providing a shortlist of qualified candidates for various technical roles. You will also network online and offline with potential candidates to promote our employer brand, reduce our time-to-hire, and ensure we attract the best professionals.

    Ultimately, you will build a strong tech talent pipeline and help hire and retain skilled employees for our IT positions.

    Responsibilities

    • Source potential candidates on niche platforms.
    • Perform pre-screening calls to analyze the applicant’s abilities
    • Interview candidates combining various methods (e.g., Analytical, Logical interviews, technical assessments, and behavioral questions)
    • Craft and send personalized recruiting emails with current job openings to passive candidates
    • Compose job offer letters and joining formalities.
    • Promote the company’s reputation as a great place to work
    • Conduct job and task analyses to document job duties and requirements
    • Keep up-to-date with new technological trends and products

    Other Responsibilities

    • Coordinating with External clients (e.g., US, UK, and Australia) to schedule interviews.
    • Open for Outstation hiring/placements.
    • Technical expertise with an ability to understand and explain job requirements for IT roles
    • Hands-on experience with various interview formats (e.g., phone, Skype, Hangout and Zoom)
    • Proven work experience as a Technical Recruiter or Recruiter
    • Familiarity with Applicant Tracking Systems and resume databases
    • Solid knowledge of sourcing techniques (e.g., social media recruiting and Boolean search)
    • Flexible for 24/7 shift.

    Qualification Required

    • Graduation in IT or relevant degree
    • Flexible working in different shift timing, including night shift
    • Excellent written and oral communication.

    Preferred Candidates

    • Minimum 1-2 years of experience as a Technical Recruiter
    • Interaction with International Clients would be an added advantage.

    Learning Specialist Gandhinagar Software Development

    Learning Specialist

    Job Title : Learning Specialist
    Department : Software Development
    Reports to : Lead
    Location : Gandhinagar

    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.

    Quality Assurance Engineer Gandhinagar Software Development

    Quality Assurance Engineer

    Job Title : Quality Assurance Engineer
    Department : Software Development
    Reports to : Lead
    Location : Gandhinagar

    We are hiring for One of our CEM Clients, one of the most reputed clients based in the US and in association with Etech since 2012.

    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 a QA Engineer, 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 The client project managers and other The client 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 a QA Engineer, 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:

    • Review requirements, specifications and technical design documents to provide timely and meaningful feedback
    • Create detailed, comprehensive and well-structured test plans and test cases
    • Estimate, prioritize, plan and coordinate testing activities
    • Design, develop and execute automation scripts using open source tools (optional)
    • Execute test cases (manual or automated) and analyze results
    • Evaluate product code according to specifications
    • Create logs to document testing phases and defects
    • Identify, record, document thoroughly and track bugs
    • Perform thorough regression testing when bugs are resolved
    • Develop and apply testing processes for new and existing products to meet client needs
    • Liaise with internal teams (e.g., BA, product managers) to identify system requirements
    • Monitor debugging process results
    • Investigate the causes of non-conforming software and train users to implement solutions
    • Track quality assurance metrics, like defect densities and open defect counts
    • Stay up-to-date with new testing tools and test strategies

    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.)

    Preferred Candidates:

    • Minimum 2 years of experience
    • Flexible working in US shift timings

    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.

    Marketing Manager Gandhinagar Global Development

    Marketing Manager

    Job Title : Marketing Manager
    Department : Global Development
    Reports to : AVP Corporate Strategy
    Location : Gandhinagar

    Summary

    Work in close coordination with other corporate executives and senior leadership of the company. A Marketing Manager will play an important role in creating business development strategies exactly according to the needs of the clients. Also, we are looking for someone who can develop, implement, track, and optimize our digital marketing campaigns across all digital channels.

    Essential Duties And Responsibilities

    • Exploring new market opportunities worldwide, participation in trade forums, bidding sites and other aspects of digital marketing
    • Represent the company marketing function to identify and develop new customers for products and services.
    • Research and develop strategies and plans which identify marketing opportunities, direct marketing, and new project development.
    • Understand client requirements and conceptualize solutions to meet them effectively
    • Ability to speak in front of a customer group and field questions and objections.
    • Collect & collate information from required sources for initiating new proposals and ensure adherence to timelines
    • Make Client specific sales presentations to prospective clients
    • Interaction with business owners to identify and freeze the requirements
    • Interacting with technology / consulting teams to collect information and document them as a part of client / prospect response document
    • Conceptualization and support for Marketing activities that involves marketing collaterals, website enhancements, trade show participation material and case studies to the Global Sales and Marketing Teams
    • Branding and Web marketing through Internet and SEO activities.
    • Plan and coordinate activities and communications efforts that include public relations.
    • Knowhow to Contact management tools and preparations of the lead funnel-management Reports.
    • Ensure compliance with legal requirements on requests received from clients
    • Use creative thinking to target clients and to develop customized sales strategies
    • Represent the company at business meetings and expositions to promote the company.
    • Maintaining positive relations with customer, employees, and Stakeholders.

    Skills And Specifications

    • Should possess excellent presentation, listening, and consulting skills.
    • Should have excellent observation skills so as to identify the problems accurately.
    • Good communication skills for knowing and understanding the difficulties of the client.
    • Should be strategic thinkers and should have intuitive market abilities.
    • Should be able to thrive in a competitive and dynamic environment.
    • Should be expert in negotiating.
    • Should possess analytical skills and decision-making skills.
    • Should possess leadership skills and should be able to motivate and manage a group of people.
    • Demonstrable experience leading and managing SEO/SEM, marketing database, email, social media and/or display advertising campaigns

    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:

    • 5-6 years of experience in creating marketing campaigns, strategies, and plan
    • Exceptional verbal and written communication skills
    • Be detail-oriented and attentive to accuracy
    • Strong phone selling skills
    • Solid presentation skills both on the phone and in-person
    • Ability to manage multiple tasks
    • Solid MS Office skills, including Word, Excel, and Outlook. Experience with web-based technology
    • High energy, motivated individual, committed to excellence
    • Ability to work in a team environment
    • Proven working experience in digital marketing
    • Strong analytical skills and data-driven thinking

    Customer Service Representative (Voice Process)

    Job Title : Customer Service Representative (Voice Process)
    Department : Operations
    Reports to : Team Leader, Operations
    Location : Gandhinagar

    Summary

    The Customer Service Representative is responsible for ensuring efficient, high-quality service to the customers by ensuring their concerns are resolved in the first attempt (First Call Resolution) via call.

    Roles and Responsibility

    • Answer inbound calls within guidelines/goals established by the client.
    • Listen actively, converse well on the phone with East Coast customers and be confident on calls.
    • Assist Customers who will call in to seek assistance not limited to:
      • Addition/Removal of services
      • Upgrade/Downgrade their services
      • Billing and Account related inquiries.
    • Focusing to ensure customers are given all the required support and ensure their concerns are resolved in the first attempt. (First Call Resolution)
    • Consistently achieve call quality score goals to meet client and customer satisfaction goals as well as maintain First Call Resolution.
    • Superior Customer Service Skills
    • Be savvy, because most of the customers will call while they are traveling and need to ensure we do not waste their time.
    • Understand the vast process product line-up and provide the right plan based on their requirement.
    • Work on different platforms to access customers account.

    Required Skills

    • Must be self-motivated, driven to succeed and ready to hit the ground running
    • Customer Focus Attitude
    • Excellent Listening Skills
    • Strong Verbal Communication
    • Building Relationships
    • People Skills (empathetic and willingness to serve others)
    • Interpersonal Savvy
    • Problem Solving

    Language and Soft Skills Trainer Gandhinagar Training & Development

    Language and Soft Skills Trainer

    Job Title : Language and Soft Skills Trainer
    Department : Training & Development
    Reports to : Assistant Leader – T & D
    Location : Gandhinagar

    Summary:

    Assists with the development and administers English Language and grammar training programs to the organization's sales trainees and sales personnel by performing the following duties.

    Hours:

    Monday – Saturday, Full Time (Flexible with Shift times)

    Essential Duties And Responsibilities:

    • Sets up and maintains training facilities.
    • Presents established and effective training methods, techniques, and ideas and coaches trainees.
    • Presents established and effective product training of all products expected to be sold to customers
    • Coordinates and introduces presentations by internal or outside lecturers, motivational speakers, and sales or product specialists (including team leaders and HR manager) as needed.
    • Administers and proctors Mastery test for all campaigns trained.
    • Maintains Employee Change Forms for all agents who do not pass training.
    • Reports on the progress of trainees and personnel under guidance during the training period.
    • Assists in developing new training courses associated with the introduction of new products or services.
    • Assists in supervision and coaching of new or existing agents on the Sales Floor as needed, and in the event that there are no training classes, acts as an Assistant Team Leader on a campaign assigned as needed.
    • Ability to monitor calls and give constructive feedback based on the quality of the call.
    • Maintains harmony among workers and resolves grievances.
    • Maintains administrative records regarding training attendance records, current campaign and product information, Work Status report and compliancy records.
    • In conjunction with training coordinator, issues written and oral warnings and or reprimands to agents for offenses as outlined in the employee handbook.
    • Studies and develops skill in the use of better teaching and training methods.
    • Maintains a database of billable hours worked for all agents in training, both ongoing and initial.
    • Build strong relationships with Team Leader, and team members.
    • Be open and responsive to consistent coaching; take an active role in performance planning and goal setting.
    • 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.
    • Be flexible in an environment by championing and embracing change.

    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.

    Knowledge of:

    Grammar, Grammar Rules, Difference between British and American English, American Culture; Computer programs including Excel, Word, PowerPoint, Outlook; Training and soft skills techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.

    Computer programs including Microsoft Word, Excel, Access, PowerPoint and Outlook; Basic computer skills including keyboarding and ten-key; Policies and procedures as outlined in the Employee handbook; Business Development processes, policies, and procedures.

    This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, rush jobs, change in the workload or technological developments).

    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.

    Full Stack Developer Gandhinagar Etech Technology Solutions

    Full Stack Developer

    Job Title : Full Stack Developer
    Department : Etech Technology Solutions
    Reports to : Project Leader
    Location : Gandhinagar

    Essential Responsibilities:

    The core full stack developer responsibility is to understand the primary concept and translate it into a complete product. This task involves the following:

    • Contribute to the entire web lifecycle
    • Develop functional and fast-responsive web applications, using markup languages
    • Maintain websites and elaborate mobile-based and web-based features
    • Troubleshoot apps for bugs and fix bugs if necessary and improve the usability
    • Improve apps for maximum speed
    • Troubleshoot UI and improve its performance accordingly
    • Employ the latest technology in order to re-built legacy apps
    • Integrate UI elements with server-side ones
    • Detect and fulfill front-end and back-end requirements
    • Perform training and support activities
    • Develop reusable code
    • Collaborate with developers, designers, sys admins, and customers. Tailor web solutions to their needs and requirements
    • Compile prototype and quality mockups
    • Make sure that high-quality graphics standards are met

    Technical Skills:

    Core Skills Node js, Angular js, Angular 2, Javascript, Jquery
    Database MS SQL Server 2008/2012, Redis and MongoDB
    Other HTML, CSS, Strong Knowledge of JavaScript is must

    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 Angular js, Node js web based application with SQL Server 2008/2012 back end.

    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.

    Product Marketing Executive Gandhinagar ETS

    Product Marketing Executive

    Job Title : Product Marketing Executive
    Department : ETS
    Reports to : Project Delivery Head – Software Development
    Location : Gandhinagar

    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.

    Cyber Security Auditor Gandhinagar ETS

    Cyber Security Auditor

    Job Title : Cyber Security Auditor
    Department : ETS
    Reports to : Team Leader ETS
    Location : Gandhinagar

    Summary:

    The Cyber Security Auditor will analyze overall enterprise security audit readiness and provide recommendations on how effectiveness could be improved to mitigate conditions that could impair future audit preparedness and audit readiness support. The CSA will review and evaluate audit findings make recommendations for audit readiness, contribute to security presentations, and participate in debriefs to represent cybersecurity interests.

    The CSA must work as a Cybersecurity subject matter expert (SME) and Cybersecurity team member assisting with security awareness training curriculum, form gathering, and other security documentation, as required by Etech Cybersecurity, conducts security audits of information systems against documented organization security standards as well as ISO 27001, PCI-DSS, HIPPA, and Privacy Shield.

    Review security controls, tests system technical security configuration settings, reviews system scan results for compliance with documented policy and industry standards, and assists with developing and reviewing compliance reports that identify security findings and proposed remediation strategies as necessary.

    Essential Responsibilities:

    • Analyze overall enterprise audit readiness and provide recommendations on how effectiveness could be improved to mitigate conditions that could impair future audit preparedness and audit readiness support
    • Effectively communicate audit procedures and expectations to team members and stakeholders in a timely and clear fashion
    • Liaise with technical security stakeholders on an ongoing basis
    • Set and continually manage technical project expectations with team members and other stakeholders
    • Conduct security audits of information systems against policy/process as defined with Etech documentation and required for ISO 27001, PCI-DSS, HIPPA, and Privacy Shield
    • Plan and schedule security audit timelines
    • Determine the frequency and content of audit reports, analyze results, and remediate problem areas
    • Review and evaluate audit findings and make recommendations on improving security and audit preparedness
    • Create audit remediation plans along with members of the cybersecurity and technical teams and establish timelines for completion
    • Ability to travel between locations as necessary

    Formal Education & Certification

    • University degree in the field of Computer Science/Technology Management/and /or 2+ years related work experience
    • Certifications in Cyber Security and/or Technology fields a plus

    Knowledge & Experience

    • 2 years of direct work experience in a technical environment
    • Familiarity with security audit and/or standard audit practices
    • Ability to conduct technical security audits for complex information systemsli
    • Ability to analyze information systems and technical specifications against defined security control standards and identify deficiencies and remediation strategiesM
    • Experience with network security, vulnerability management, incident response
    • Knowledge of emerging cybersecurity trends
    • Familiarity with Change Management practices
    • General knowledge of network system Functionality (Firewalls, Switches, Routers, etc.)
    • Database and operating systems experience with Microsoft products a plus
    • Technically competent with various software programs, such as Microsoft Office products, SQL, etc.
    • Familiarity with security software such as Anti-Virus, Anti-Malware, Web Filtering Technology, Encryption methods and standards
    • Familiarity with industry security standards such as ISO 27001, PCI-DDS, HIPPA, Privacy Sheild, etc. a plus.

    Personal Attributes

    • Experience at working both independently and in a team-oriented, collaborative environment is essential
    • Can conform to shifting priorities, demands and timelines through analytical problem-solving capabilities
    • Reacts to project adjustments and alterations promptly and efficiently
    • Flexible during times of change
    • Ability to read communication styles of team members and contactors who come from a broad spectrum of disciplines
    • Persuasive, encouraging, and motivating
    • Ability to elicit cooperation’s from a wide variety of sources, including upper management, clients, and other departments
    • Possession of excellent analytical skills
    • Strong written and oral communication skills
    • Strong interpersonal skills
    • Adept at researching project-related issues and products
    • Must be able to learn, understand and apply new technologies
    • Customer service skills a must
    • Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial

    Technical Content Writer Gandhinagar I.T.

    Technical Content Writer

    Job Title : Technical Content Writer
    Department : I.T.
    Reports to : Director of Enterprise Technology and Security
    Location : Gandhinagar

    Role Summary:

    The ideal candidate oversees making sure that projects/processes align with the company core values; also, support stakeholders in their daily tasks providing accurate documentation and sources that enrich the customer experience in every transaction. This person would have high level communication skills and can produce documentation to a high standard. Should display high attention to detail and can establish effective working relationships with team members.

    Job Description:

    • Work closely with key stakeholders to identify and analyze core business processes, technical processes, and workflows.
    • Documentation, implementation, standardization and communication and reengineering of processes and work flow.
    • Development of clear and detailed process maps and business requirements.
    • Create and implement initiatives, business process development, and operative process management.
    • Liaise with management and executives to coordinate process improvement project activities.
    • Create process plans that contain project goals, milestones, and resources.
    • Active participation in business transitions, tools transformation, business migrations and implementations.
    • Communicate business changes and updates.
    • Act as executives and process implementers trusted advisor by identifying issues and risks and providing support in process planning & implementation.

    Responsibilities and Skills:

    • High level of competence with MS Office and other documentation and planning tool
    • Basic project management skills
    • Excellent spelling and grammar skills and knowledge of Information technologies and terminology
    • Experience developing instructional and procedural documentation and presentations
    • Self-Disciplined /Independent worker (ability to provide results without management monitoring)
    • Strong analytical skills with a demonstrated ability to extensively analyze business processes and workflow.
    • Strong skills in Process Mapping and Business Process Reengineering
    • Experience facilitating workshops and focus groups
    • Change management skills
    • Strong time management skills and ability to prioritize.
    • Proven Leadership Attributes (able to motive oneself and others).
    • Customer focused on conflict resolutions skills
    • Excellent planning and organizational skills. Must be very customer oriented and focused on meeting the executive's needs.

    Persona Attributes:

    • Good team player
    • Self-motivated and enthusiastic
    • Ensures quality of deliverables
    • Be open to receiving feedback and constructive criticism.
    • A “can do” attitude
    • Innovative & creative
    • Integrity and honesty
    • Passionate about service
    • Strong analytical skills

    Educational Qualification

    • Any graduate with 2 to 5 Years of relevant experience

    Business Insight Analyst Gandhinagar Operations

    Business Insight Analyst

    Job Title : Business Insight Analyst
    Department : Operations
    Reports to : Lead
    Location : Gandhinagar

    Role Overview:

    The role is to use customer’s segmentation to identify the clustering of the population and to determine the probability of the conversion and impact of the campaign. Involved in the process of data acquisition, data preprocessing and data exploration.

    Job Description:

    • Pull and integrate data from disparate sources. Evaluate and preprocess raw information.
    • Design and build key company analytics dashboards and insights tools that power decisions across the company.
    • Consolidation and analysis of the data collected from program status information, comparing results with baseline and communicating status to the management for review.
    • Present and explain information in an accessible way (e.g., budgeting reports)
    • Suggest ways to both increase quality and reduce costs.
    • Data mining & help business decision making/ correcting needs.
    • Implement and analysis data to create daily, weekly, monthly, and quarterly reports.
    • Knowledge of data analysis and modeling of large scale, complex data sets and should be familiar with models using—linear regression, logistic regression.

    Preferred Candidates:

    • Minimum one year of Experience.
    • Worked on different tools like SAS, SPSS, R and Excel for data & statistical analysis.
    • Excellent analytical and technical skills.
    • Knowledge of JS, HTML, XML & CSS.

    Qualification Required:

    • Bachelors Degree
    • Flexible working in US shift
    • Excellent written/oral communication and presentation skills

    Asp.Net MVC Full Stack Developer

    Job Title : Asp.Net MVC Full Stack Developer
    Department : ETS
    Reports to : Team Leader of ETS
    Location : Gandhinagar

    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.

    Trainer Gandhinagar Training

    Trainer

    Job Title : Trainer
    Department : Training
    Reports to : Assistant Training Leader
    FLSA Status : Exempt
    Location : Gandhinagar

    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.

    Customer Experience Specialist Gandhinagar Operations

    Customer Experience Specialist

    Job Title : Customer Experience Specialist
    Department : Operations
    Reports to : Sales Coach
    Location : Gandhinagar

    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.

    Computer-Telephony Integration (CTI) Engineer

    Job Title : Computer-Telephony Integration (CTI) Engineer
    Department : I.T.
    Reports to : Director of I.T
    Location : Gandhinagar

    Summary

    The CTI Engineer will be responsible for the architecture, design, and operational support of customer interaction applications and infrastructure globally for inbound contact centers. This will encompass ACD platforms and services, contact routing, automation and CTI, self-service (IVR), call recording, workforce management, and speech and data analytics.

    This position will focus on customer interaction applications that will often leverage WAN/LAN services provided by and requiring heavy involvement from the Network Engineering team.

    Essential Duties And Responsibilities:

    • Monitors end-user usage of systems and effectively perform daily administrative tasks
    • Analyze business requirements, provide time estimates, create and modify Call Flow Diagrams, preparation of design documents, system development, and production handover.
    • Continuously improve system performance reports, perform root cause analysis for system outages; suggest improvements to ensure system up-time
    • Analyzes application requirements and determine feasibility of design within time and cost constraints.
    • Consults with other IT staff to evaluate interface between hardware and software, operational and performance requirements of overall system.
    • Formulates and designs applications, using scientific analysis and mathematical models to predict and measure outcome and consequences of design.
    • Provide mentoring to the Consultant and executive updates on progress of implementation
    • Understand and ensure system service level goals are achieved
    • Insure that implementation plan is updated and current
    • Perform other duties as assigned

    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.

    Knowledge Of:

    • Good knowledge of Inbound and Outbound
    • Working knowledge of Contact Center Technologies (IVR, CTI, WFM, Call Routing etc.)
    • Should have experience of working on dialer platform like Aspect, Genesis, Unify (Very good if), VICIdial, Neox etc.
    • Voice Technology knowledge like VOIP, PSTN, and Voice protocol knowledge eg. SIP, H.323, RTP, RTCP etc . Codec being used: like G.711, G.729, G.723 etc.
    • Should have knowledge on IVR flow design, call routing and basic networking knowledge
    • Hands-on experience of routing development using IRD & Composer.
    • Knowledge of SCI for monitoring and troubleshooting
    • Knowledge of JavaScript and Java development skills will be an added advantage
    • Experience on Virtual Hold Technologies

    Requirements:

    • Proficient in tools like Composer, Eclipse, IRD (Interaction Routing Designer), CCpulse & Kazimir.
    • Database knowledge pertaining to SQL and Cassandra
    • Experience in production support of IVR applications with VXML and Java (Nuance Development Framework / Voice Portal preferred)
    • Ability to interface and cultivate excellent working relationships both within Technology, Business, and vendors
    • Subject matter expertise in Computer Telephony Integration (CTI):
      • CTI solution design, development, and maintenance
      • Integration of various CTI solutions to the contact Centre architecture
      • Integration of CTI and Customer Relationship Management solutions such as Salesforce, Pega, etc.
    • Hands-on with Intelligent Contact Management (ICM):
      • ICM scripts development and enhancement
      • Administration of ICM components and tools
      • Creation and maintenance of ICM queries (SQL knowledge required)
      • Generation of ICM historical and real-time database reports
      • Perform ICM scripting and configuration
    • Integration of custom-developed and 3rd-party provided software, IVR (Interactive Voice Response), Call Center and database integration with the IP Telephony infrastructure.
    • Experience with platforms like Genesys, Cisco UCCE, Asterisk, etc
    • Below certifications will be an added advantage:
      • Avaya Certified Implementation Specialist (ACIS)
      • CCNP VoIP
      • CTP: Certification Partners Convergence Technologies Professional
      • dCAP: Digium Certified Asterisk Professional

    Education And/ Or Experience:

    Bachelor's degree from four-year college or university preferred and at least 3 years experience in the field or a related area; or equivalent combination of education and experience.

    Language Skills:

    Ability to read, analyze, and interpret common scientific 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 effectively present information to top management, public groups, and/or boards of directors.

    Mathematical Skills:

    Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations. 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 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 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.

    Communication Trainer Gandhinagar Operation

    Communication Trainer

    Job Title : Communication Trainer
    Department : Operation
    Reports to : Operations Manager
    Location : Gandhinagar

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

    Experience

    5 + years in Training IT professionals

    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

    Spanish Language Expert Gandhinagar Etech Insights

    Spanish Language Expert

    Job Title : Spanish Language Expert
    Department : Etech Insights
    Reports to : Asst. QA Lead / QA Lead
    Location : Gandhinagar

    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.

    Workforce Management Analyst – WFM

    Job Title : Workforce Management Analyst – WFM
    Department : ETS
    Reports to : Manager Data Analytics
    Location : Gandhinagar

    Summary

    The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. This position requires some evening and weekend availability as business needs arise.

    Essential Duties and Responsibilities

    • To Analyze forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levels
    • Responsible for developing long term, short term and interval level forecasts as well as capacity plans for multiple contact types based on client input and historical data using spreadsheet templates, statistical modeling software and other tools.
    • Ensure all required WFA data is tracked and trended on a continuous basis.
    • Interface with Account Leaders/Director-Operations as needed for escalation of service impacting issues.
    • Coordinates with Director of Operations to interface with client and handle account management issues.
    • To work with Operations to develop processes for vacation and other schedule exceptions that maintains the employee needs/Client requirements balance.
    • Provide staffing requirements, hiring plans and training plans to the management for multiple accounts, which are complex in nature
    • Explanation of crucial business metrics and their importance to the leaders like - Non Conformance, Schedule Adherence etc.
    • Responsible for monitoring schedule adherence variance, daily traffic volumes, headcount analysis, real time performance
    • Daily MIS Reporting to the management, preparing critical reports such as QBR (Quarterly Business Review), Weekly Client Review, Queue Summary report, Attrition report, Process team Alignment report, Contest reports, process based performance pay (PBPP) for the process.
    • Maintain the historical volumes file to insure data integrity and up to date parameter
    • Generating process performance report on Daily / weekly / monthly basis to display the performance charts to the internal (operations) & external clients.
    • Publishing the All Hourly / Half Hourly & EOD reports.
    • Real Time Aux (Working / Non-Working) & Service Level Management as per the business requirement.
    • Launching the downtime in real time and sharing the Lost Agent Minute Tracker with Higher Management & clients. Monitoring programs for Real Time Adherence, Schedule Adherence, Work Force Management Functions.
    • Monitor and adjust statistical reports through real-time displays and technical equipment

    Core Competencies/Skill Set

    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

    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.

  • Chargeback Analyst Vadodara Operations

    Chargeback Analyst

    Job Title : Chargeback Analyst
    Department : Operations
    Reports to : Assistant Team Leader
    Location : Vadodara
    Hours : Full time (Flexible with shift timings)

    Role And Responsibilities:

    Merchant Chargeback Analyst is responsible for investigating and reversing credit card charges disputed by the account holder. Processes refunds to the merchant or cardholder; Tracks chargebacks and refers fraudulent activity to the appropriate department.


    We are seeking a talented Chargeback Analyst to be responsible for processing cardholder related dispute claims for our client in the travel industry. Primary duties include processing Chargebacks, researching, and resolving cardholder claims of fraud and/or error while mitigating loss and maintaining a high level of productivity and accuracy. The position serves as an in-house resource on debit and credit card operating rules and regulations with relation to Chargeback, Arbitration, Compliance, and other dispute resolution methods for Visa, AMEX, and MasterCard. Serves as the primary contact and provides advisory support to supervisors/client while maintaining the highest level of quality customer care.

    • Review and process fraud alerts on credit cards in a card-not-present environment.
    • Research credit card disputes and build dispute cases to recover funds for merchants using available tools.
    • Validate appropriate data from internal and third-party systems and ensure an appropriate course of action is being pursued.
    • Ensure accurate and appropriate responses to disputes.
    • Monitor disputed transactions for possible fraudulent activity.
    • Serve customers by resolving product and service problems.
    • Abide strictly by the company's data protection policies
    • Analyze and understand Visa, AMEX, and MasterCard Rules and regulations related to debit and credit card transaction disputes.
    • 1 year Analytics/Data Analysis Experience.
    • Experience with e-commerce domain is preferred, and the applicant should have International travel and geographical knowledge.
    • Candidates have fraud preventions knowledge will be a value add.
    • Advanced level knowledge of Word, Outlook, Excel.
    • Knowledge of the financial impact of lost sales & fraud losses.

    Fraud Prevention Analyst Vadodara Operations

    Fraud Prevention Analyst

    Job Title : Fraud Prevention Analyst
    Department : Operations
    Reports to : Assistant Team Leader
    Location : Vadodara
    Hours : Full time (US Shift)

    Role And Responsibilities:

    This position is responsible for providing risk management on the sales/reservations side of our company. Provide technology and fraud detection support with a core responsibility to include - analyzing and managing network related fraud traffic, support for breach coordination (what/when/how, including customer impact) for fraud, legal, Corp. Security hand-off, daily and periodic monitoring, external and internal data requirements, data cleanliness and concurrency, reference sources of data to be used for customer and transactional behavior modeling. Ensure data completeness, correctness, and concurrency of data. Assist in detecting, analyzing and authenticating fraudulent transactions in a card-not-present environment. Works closely with other Loss Prevention staff to identify fraud trends. Employee provides quality customer service to internal and external customers that meets and exceeds expectations.

    Qualifications And Education Requirements:

    • 2+ years of experience in risk management
    • 1 year Analytics/Data Analysis Experience
    • Experience with eCommerce domain is preferred, and the applicant should have International travel and geographical knowledge.
    • Excellent interpersonal, verbal and written skills
    • Should have experience in Chargeback Analyst role.
    • Ability to maintain performance in a rapid and ever-changing work environment
    • Ability to learn quickly and make on-the-spot decisions with limited information
    • Demonstrated ability to meet deadlines, complete important time-sensitive tasks & adapt quickly to last-minute changes
    • Advanced level knowledge of Word, Outlook, Excel and Access Database
    • High School Diploma or GED Required/College Coursework preferred

    Preferred Skills:

    • Knowledge of the financial impact of lost sales & fraud losses
    • Review and process fraud alerts on credit cards in a card-not-present environment

    Chief Technology Officer Vadodara Information Technology

    Chief Technology Officer

    Job Title : Chief Technology Officer
    Department : Information Technology
    Reports to : Chief Customer Officer
    Location : Vadodara

    Summary:

    The Chief Technology Officer (CTO) is responsible for establishing Etech’s technical vision and leading all aspects of the company’s technology development. The CTO will play an integral role in Etech’s strategic direction, development, and future growth. CTO plans, organizes, and controls the day-to-day IT resource activities, collaborates with the all-important stakeholders. CTO develops and implements IT architecture strategies to accommodate current and future organizational needs.

    Qualifications:

    • 12 - 18 years of progressive infrastructure technology management experience in a global organization with specific experience in high availability Datacenter environments.
    • Experience understanding business strategy and how it aligns with technology.
    • Experience managing large scale, transaction-intensive, 24x7, multi-site, international operations with 100s of servers and "5 9s" SLA (99.999%).
    • Familiarity with PCI, SAS70, and SOX Compliance.
    • Must have experience and high level of knowledge and expertise in Set-up, Configure, Maintain, Support the following systems or implementation concepts:
      • IP Telephony and IPCC components
      • SIP, SCCP, and RTP and General VOIP communications
      • Call Manager for Unified Contact Center Enterprise
      • Networking Devices, Routers, Switches and issues with routing call traffic across WAN technologies
      • CVP or IP-IVR or Script Editor experience for Unified Contact Center Enterprise
      • Unified Contact Center Enterprise Configuration Manager
      • CTI Desktop Solutions
      • Unified Intelligence Center or Unified Contact Center Enterprise Telephony Reporting
      • IP Telephony and IPCC components
      • Interaction Manager: Email and/or Chat
      • Understanding of POTs, Q.SIG, PRI, and T1 interfaces
      • Familiarity with Voice Recording systems & centralized storage
      • Familiarity with Call Detail Record (CDR) solutions.

    Responsibilities:

    • Provide direction and leadership to Internet Operations and Information Systems staff, including hiring, training, mentoring and developing metrics.
    • Develop and document an annual and long-term technology plan that incorporates and ties directly to the organization’s vision and strategy. Review and update this plan (at least on a quarterly basis) to reflect changing needs, priorities, and available technologies.
    • Identify, innovate and execute business ideas to improve division goals and targets.
    • Initiate, manage, and take ownership of strategic dialogues with other teams in the organization.
    • Take ownership and responsibility for the productivity of the team, and improving service excellence.
    • Evaluate technology and vendor strategies (on-site, hosted, cloud, outsourced models) to meet the infrastructure requirements within the approved budget of all systems supporting internal and external customers.
    • Partner with other technology teams in defining and maintaining processes and procedures regarding disaster recovery, capacity planning, change control, security, problem resolution, performance management, and availability.
    • Work with approved vendors to extract future technology direction, understand market trends and form strategic partnerships.
    • Work with application teams on design and operations issues, including capacity planning, ITIL, change control, security, business continuity, problem resolution, performance, availability, service desk, and other areas.
    • Develop and Implement infrastructure services components of office expansion and move projects.

    System Administrator – 1

    Job Title : System Administrator – 1
    Department : ETS
    Reports to : ITS Leader
    Location : Vadodara

    Summary:

    Installs, modifies, and makes repairs to Desktop computer hardware and software systems, DGSET testing and all other IT devices checking and repair and provides technical assistance and training to system users by performing the following duties.

    Essential Duties and Responsibilities:

    System Administrator is responsible for maintaining the computer systems of a company. Desktop computer is a primary responsibility, and a System Administrator would be responsible for installing, maintaining and upgrading Desktop computers. They are also responsible for ensuring the Desktop are backed up, and that the Desktop data is secure from unauthorized access. System administrators will also often perform light programming (usually scripting, which involves writing programs to automate tasks).

    The system administrator is responsible for following things:

    • User administration (setup and maintaining account)
    • Maintaining system
    • Any one initial certifications from below list will be preferred - A+, Basic PC Service, Network+, Networking Concepts, MTA, MS-Tech Associate, MCITP.
    • Verify that peripherals are working properly
    • Quickly arrange repair for hardware in occasion of hardware failure
    • Monitor system performance
    • Create file systems
    • Install software
    • Create a backup and recovery policy
    • Monitor network communication
    • Update system as soon as new version of OS and application software comes out
    • Implement the policies for the use of the computer system and network
    • Setup security policies for users. A system admin must have a strong grasp of computer security (e.g. firewalls and intrusion detection systems).
    • Create new users
    • Resetting user passwords
    • Lock/unlock user accounts
    • Monitor server security
    • Monitor special services etc
    • DGSET , UPS, Telco systems and CCTV maintenance.
    • Replaces defective or inadequate software packages and computer Hardware and other IT devices.
    • Refers major hardware problems to service personnel for correction.
    • Help Operation department to achieve their Goal,
    • Provide floor coverage as per Operation requirement.
    • Provide technical support on call and on site as per customer requirement.
    • Helpdesk Support to internal and external customer.
    • Inventory management

    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.

    Knowledge of:

    Operating systems such as Windows 2000, 2008, NT, XP; Windows 2007 Software programs such as VNS, NT, Outlook, Excel, Word, Power Point; RDP related software, Networking; and Basic computer hardware.
    Microsoft Network Architecture, DNS, DHCP, WINS, Server Administration.

    Ability to:

    Re-image workstations as needed for program changes and system updates; Provide technical assistance and training to system users; Install, modify, and make repairs to personal computer hardware and software systems; Communicate and work well with peers across departments; and Prioritize work.

    Education And/Or Experience:

    Bachelor's degree from four-year College or University; or 3 years related experience and/or training; or equivalent combination of education and experience.

    Language Skills:

    Ability to read, analyze, and interpret common scientific 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 effectively present information to top management, public groups, and/or boards of directors.

    Mathematical Skills:

    Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

    Reasoning Ability:

    Ability to define problems, collects 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:

    MCSE, MCP, related certificate requirement with good Hardware knowledge.

    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. The employee frequently is required to use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, or crouch; and talk and hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 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 employee is occasionally exposed to moving mechanical parts; high, precarious places; and risk of electrical shock.  The noise level in the work environment is usually moderate.

    Channel Manager Vadodara Global Operations

    Channel Manager

    Job Title : Channel Manager
    Department : Global Operations
    Reports to : AVP Operation
    Location : Vadodara

    Summary:

    Accountable for the overall successful delivery of client expectations and Etech shareholder objectives, including profitable & sustainable growth of the account.

    Characteristics And Skills:

    This unique background takes a multitude of different operating experiences, must include being both a creative thinker and an influential collaborator. The strategic channel manager should be able to anticipate, challenge, and interpret; to make decisions based on these skills; to align organizational goals and resources, and to continually learn. A channel manager should also have the ability to build a workplace culture that is capable of executing change to meet business objectives. Because a success-oriented culture is highly dependent on leaders who lead by example, this channel manager must always be professional, work with integrity, and actively promote ethics and compliance policies across the organization.

    This model will allow Etech to be more responsive to clients without duplicating efforts and allow leaders of Operations to focus efforts on coaching and developing leaders/agents v. following up on deliverables.

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

    • Accountable for the design, coordination, and execution of program growth plan that meets client and Etech Stakeholder deliverables
    • Act as client and Etech consultant - focused on delivering solutions
    • Ensure that all deadlines are achieved
    • Lead/coordinate all client communications to ensure deliverables are met; responsible for disseminating any/all information to key stakeholders
    • Open and adaptable schedule up to and including 24/7 availability based off business needs of campaigns assigned; some travel required
    • Lead effective internal communication amongst centers and workgroups to ensure expectations are understood and achieved 
    • Formulate actionable analytics – from raw data. Conduct internal and external business reviews, including weekly readouts with the client, Center Directors, and Executive leadership to discuss needs, and key opportunities to be addressed with proposed solutions. Lead client-facing WBR/MBR/ABR
    • Assign targets internally and ensure mechanism in place to evaluate performance against these targets (campaign, center, leader, agent) * Establish program LOEs at all levels to support performance delivery, inspect documentation and provide feedback to center leadership
    • Coordinate internally to ensure objectives are achieved and facilitate calibrations
      • Hours
      • Performance
      • Quality
      • Compliance
      • Security
      • Reporting
      • Training
      • Review and update all scorecards/compensation reports to ensure criteria is in alignment with Etech/client KPI
    • Create/communicate dialing/staffing strategies that support the success
    • Ensure internal and external compliance/security audits are conducted, documented and passed
    • Act as a consultant on Etech product development (ICE, QEVAL, etc.), and support new business development
    • Coordinate process improvements across departments, acting as a Trusted Advisor to support program success
    • Facilitate a culture that supports Etech’s Character Commitments, and act as a role model at all times adhering to high ethical standards
    • Ensure MSA/SOW is followed and understood by key stakeholders.
    • Provide timely and detailed forecasting at campaign and center levels as well as complete all invoicing.
    • Be open to feedback and coaching while also taking personal accountability for self-development and raising the bar through continuous improvement

    Supervisory Responsibilities:

    No supervisory responsibilities.

    Computer Skills And Programs:

    High level of proficiency with Microsoft Word, PowerPoint, and Excel

    Computer Skills And Programs:

    High level

    Education And/Or Experience:

    Four-year college degree or four to ten years related experience as the senior manager of a like size organization with equal support activities

    Language Skills:

    Ability to read, analyze, and interprets common professional 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 effectively present information to top management, public groups, and/or boards of channel managers

    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, collects 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

    Customer Service Representative (Voice Process)

    Job Title : Customer Service Representative (Voice Process)
    Department : Operations
    Reports to : Team Leader, Operations
    Location : Vadodara

    Summary:

    The Customer Service Representative is responsible for ensuring efficient, high-quality service to the customers by ensuring their concerns are resolved in first attempt (First Call Resolution) via call.

    Role and Responsibility:

    • Answer inbound calls within guidelines/goals established by the client.
    • Listen actively, converse well on phone with East Coast customers and be confident on calls.
    • Assist Customers who will call in to seek assistance not limited to:
      • Addition/Removal of services
      • Upgrade/Downgrade their services
      • Billing and Account related inquiries.
    • Focusing to ensure customers are given all the required support and ensure their concerns are resolved in first attempt. (First Call Resolution)
    • Consistently achieve call quality score goals to meet client and customer satisfaction goals as well as maintain First Call Resolution.
    • Superior Customer Service Skills
    • Be savvy, because most of the customers will call while they are travelling and need to ensure we do not waste their time.
    • Understand the vast process product line-up and provide the right plan based on their requirement.
    • Work on different platforms to access customers account.

    Required Skills:

    • Must be self-motivated, driven to succeed and ready to hit the ground running
    • Customer Focus Attitude
    • Excellent Listening Skills
    • Strong Verbal Communication
    • Building Relationships
    • People Skills (empathetic and willingness to serve others)
    • Interpersonal Savvy
    • Problem Solving

    Real Time Analyst Vadodara ETS

    Real Time Analyst

    Job Title : Real Time Analyst
    Department : ETS
    Reports to : ETS Leader
    Location : Vadodara

    Summary:

    Real time Analyst is responsible for supporting the Customer Service Teams with respect to the management and operation of associate scheduling and real-time monitoring of work queues ensuring optimal service level delivery.

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

    • Monitors queue spikes, breaks and aux usage of agents. Ensuring that the queue is well-managed by relaying real-time concerns on AUX time reporting to Supervisors/Floor managers on the floor.
    • Sends day-end reports to the management team
    • Monitors and report real time schedule & Shrinkage adherence and reports non-compliance if any
    • Reports intra-day schedule changes to the Supervisors/Manager.  i.e., same day callouts and develops a plan to meet schedule requirements.
    • Works with WFM to ensure hourly, real-time schedule adherence commitments are being met.
    • Work closely with the Account Managers and Supervisors to conduct real-time root cause analysis of impacts to SLA's (i.e., AHT, ACW, Abandonment, actual call volume to forecast ratios, chat types/drivers). 
    • Assigning schedules for all reps.
    • Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence.
    • Identify OCR's/leaders on any violation of the code of conduct and non-adherence to the schedule.
    • Build strong relationships with Team Leader, and team members.
    • Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
    • 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.
    • Be flexible in an environment by championing and embracing change.

    Personal:

    • Excellent Written English skills and Excel (Data Analysis) are a prerequisite.
    • Acts as a role model at all times and adheres to high ethical standard
    • Takes responsibility and initiative to develop core and personal skills
    • Is flexible in an environment by championing and embracing change.
    • Maintains a high degree of confidentiality while conducting day-to-day operations
    • Presents a professional, efficient, and service-oriented profile to clients and internal/external customers.
    • Ensures a high level of quality in all administrative efforts.

    Ability to:

    Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop relationships with peers across departments

    Knowledge of:

    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.

    This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, rush jobs, change in the workload or technological developments).

    In accordance with the Disabilities Act, individuals holding this job will be required to perform the responsibilities listed here with or without accommodations provided by the company.

    Team Leader – Voice Process Vadodara Operations_Voice campaign

    Team Leader – Voice Process

    Job Title : Team Leader – Voice Process
    Department : Operations_Voice campaign
    Reports to : Operations Leader
    Location : Vadodara
    Hours : Full Time (Flexible with Shift times)

    Summary:

    Coaches and develops team of customer service agents to achieve their individual performance goals as well as team goals by performing and managing daily KPI which includes TTT, TCW, THT, Total Sales/hr and security protocol.

    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.

    • Achieves team performance goals as established by leadership
    • Coaches and Develops team of customer service agents to achieve performance objectives
    • Prepares and administers Performance Development Plans for customer service agents as needed to develop agent performance and behavior
    • Supervises the daily activity of customer service team consisting of Agents by monitoring, coaching and developing each team member to ensure call quality, customer service techniques, sales techniques and compliancy guidelines are being met.
    • Acts as a mentor for any Assistant Team Leader as assigned.
    • Handles escalated call disputes between customers and agents.
    • Follow do’s and don’ts without any compromise.
    • Issues written and oral instructions.
    • Issues written and oral warnings or reprimands for schedule adherence, call quality or any misconduct as outlined in the employee handbook.
    • Responsible for periodic evaluations on all team members, which is maintained in employee files in the HR department.
    • Assigns duties and examines work for exactness, neatness, and conformance to policies and procedures.
    • Studies and standardizes procedures to improve the efficiency of subordinates.
    • Maintains harmony among Team members and resolves grievances by following the open line procedure as necessary.
    • Work closely with Operations Leader to maintain center performance
    • Adjusts errors and complaints.
    • Builds strong relationships with peers, superiors, and team members.
    • Be open and responsive to consistent coaching; take an active role in performance planning and goal setting.
    • Acts as a role model at all times adheres to high ethical standards.
    • Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
    • Displays flexibility in an environment by championing and embracing change.

    Supervisory Responsibilities:

    Directly supervises approximately 15 FTE's on a customer service Campaign in the Operations Department and assists in the development of assigned ATL. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and monitoring, coaching and developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

    Knowledge of:

    Campaign products and/or services being offered, operating system, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, PowerPoint, Outlook, and Access.

    Ability to:

    Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop and maintain relationships with peers across departments.

    Listen actively, converse well on the phone with East Coast customers – Need to know their lingo. Answer questions and give directions to CSR’s, and learn new products and services.

    Education And/Or Experience:

    High school diploma or general education degree (GED); and/or greater than three years of relevant experience and/or training; or equivalent combination of education and experience. Should have US-bound voice exposure. 

    Language Skills:

    Good Verbal communication skill in English to handle Inbound/Outbound customer service. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, 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 calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to interpret bar graphs.

    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 other 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 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.

    Voice and Accent Trainer Vadodara Training and Development

    Voice and Accent Trainer

    Job Title : Voice and Accent Trainer
    Department : Training and Development
    Reports to : Training Leader
    FLSA Status : Exempt
    Location : Vadodara

    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:

    • Monitor and coaching of agents on grammar, pronunciation, syllable stress and other aspects of the English language, US culture, etc.
    • Monitor calls on communication and soft skills as per US process requirements.
    • Support floor training initiatives such as New-Hire Training & Refresher Training.
    • Provide consistent coaching and feedback to enhance employee performance as per client KPI.
    • Maintain data to map the development of agents on the basis of communication
    • Develop action plans for the bottom quartile and ensure they move up the learning curve.
    • Conduct creative Training Workshop on a regular basis to improve conversational skills & soft skills of agents during training or on floor.
    • Effective interpersonal and communication skills.
    • A stronghold of the language (US English) and good knowledge of grammar, pronunciation, spellings, and vocabulary.
    • A good understanding and knowledge of the right accents.
    • Ability to hold the interest and attention of those seeking training.
    • Self-confidence coupled with the ability to infuse confidence in others.

    Requirements:

    • Excellent communication skills.
    • Strong understanding of the English language – technical and practical applications.
    • Well versed with soft skills.
    • Understanding of monitoring and feedback techniques.
    • Ability to audit monitored data and identify coaching/training needs.
    • Efficient at managing one’s own schedule and work.
    • Must be self-motivated and able to motivate others.
    • Ability to improve the communication and soft skills of the agents for sustained continuous improvement.
    • Display a high level of effort and commitment towards supporting employees.
    • To be able to work in night-shift.
    • Minimum 4 years’ experience with Voice and Accent Training
    • Knowledge of adult learning principles

    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.

    Sr. Project Manager Vadodara Program Implementation

    Sr. Project Manager

    Job Title : Sr. Project Manager
    Department : Program Implementation
    Reports to : AVP IT and Operational Excellence
    Location : Vadodara

    Job Synopsis

    As a Senior Project Manager, you will manage the transition of new programs from the completion of the requisite contracts to the successful launch and hand-off to operations management. You will ensure program performance meets targets, goals, and deliverables supporting the metric on a regular basis.

    A Day in The Life of Etech Sr. Project Manager Includes

    • Develops an in-depth understanding of the needs of the client and the key initiatives required for a successful program launch
    • Act as a primary point of contact with the customer throughout the entire process, providing proactive updates to customers, from the first milestone touchpoint to confirmation of completion of delivery or disconnect
    • Interact with the client to develop New Program requirements. Compiles and analyzes client requirements and establishes priorities for implementation. Manages the process through a detailed Action Planning tool to the successful implementation of all initiatives outlined in the program launch checklist
    • Works closely with center directors and account managers to ensure complete understanding of the project, project objectives, and priorities
    • Completes the Hiring Request for external candidates
    • Ensures the establishment of a training curriculum to properly prepare program team for success
    • Interacts with IT to ensure that all system requirements are met within the agreed timeline
    • Interacts with development personnel to assist in the creation of project design documentation
    • Interacts with development personnel to ensure timelines are being met for application and report development
    • Identify process challenges and improvement opportunities to support improving workflows
    • Manages the infrastructure needs of the program through launch and steady state. Works hand-in-hand with the OPS leadership to allow them to focus their full attention on the team’s performance
    • Works with internal department leaders to identify internal process improvement initiatives and create a plan of action
    • Responsible for the successful completion of internal process improvement initiatives involving requirements gathering, analysis, problem-solving, planning and execution of corrective actions
    • Subject matter expert on efficiencies and productivity gains for internal operations
    • Must display creative problem solving, clear and concise communication skills, ability to lead a team of diverse individuals, and organize process improvements tactics

    What You Need

    • Developing Budgets
    • Coaching
    • Supervision
    • Project Management
    • Management Proficiency
    • Process Improvement
    • Tracking Budget Expenses
    • Performance Management

    Qualifications

    • Bachelor’s degree or equivalent
    • Project Management Professional Certification
    • Three years of project management experience in a contact center is a requirement
    • Proven track rack record in project management, including management of scope, risk, and resources
    • Strong organizational and problem-solving skills
    • Proven ability to manage multiple tasks in parallel
    • Exceptional organization and time management skills

    Work Hard, Play Hard! APPLY NOW!

    Marketing Manager Vadodara Global Development

    Marketing Manager

    Job Title : Marketing Manager
    Department : Global Development
    Reports to : AVP Corporate Strategy
    Location : Vadodara

    Summary

    Work in close coordination with other corporate executives and senior leadership of the company. A Marketing Manager will play an important role in creating business development strategies exactly according to the needs of the clients. Also, we are looking for someone who can develop, implement, track, and optimize our digital marketing campaigns across all digital channels.

    Essential Duties And Responsibilities

    • Exploring new market opportunities worldwide, participation in trade forums, bidding sites and other aspects of digital marketing
    • Represent the company marketing function to identify and develop new customers for products and services.
    • Research and develop strategies and plans which identify marketing opportunities, direct marketing, and new project development.
    • Understand client requirements and conceptualize solutions to meet them effectively
    • Ability to speak in front of a customer group and field questions and objections.
    • Collect & collate information from required sources for initiating new proposals and ensure adherence to timelines
    • Make Client specific sales presentations to prospective clients
    • Interaction with business owners to identify and freeze the requirements
    • Interacting with technology / consulting teams to collect information and document them as a part of client / prospect response document
    • Conceptualization and support for Marketing activities that involves marketing collaterals, website enhancements, trade show participation material and case studies to the Global Sales and Marketing Teams
    • Branding and Web marketing through Internet and SEO activities.
    • Plan and coordinate activities and communications efforts that include public relations.
    • Knowhow to Contact management tools and preparations of the lead funnel-management Reports.
    • Ensure compliance with legal requirements on requests received from clients
    • Use creative thinking to target clients and to develop customized sales strategies
    • Represent the company at business meetings and expositions to promote the company.
    • Maintaining positive relations with customer, employees, and Stakeholders.

    Skills And Specifications

    • Should possess excellent presentation, listening, and consulting skills.
    • Should have excellent observation skills so as to identify the problems accurately.
    • Good communication skills for knowing and understanding the difficulties of the client.
    • Should be strategic thinkers and should have intuitive market abilities.
    • Should be able to thrive in a competitive and dynamic environment.
    • Should be expert in negotiating.
    • Should possess analytical skills and decision-making skills.
    • Should possess leadership skills and should be able to motivate and manage a group of people.
    • Demonstrable experience leading and managing SEO/SEM, marketing database, email, social media and/or display advertising campaigns

    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:

    • 5-6 years of experience in creating marketing campaigns, strategies, and plan
    • Exceptional verbal and written communication skills
    • Be detail oriented and attentive to accuracy
    • Strong phone selling skills
    • Solid presentation skills both on the phone and in-person
    • Ability to manage multiple tasks
    • Solid MS Office skills, including Word, Excel, and Outlook. Experience with web-based technology
    • High energy, motivated individual, committed to excellence
    • Ability to work in a team environment
    • Proven working experience in digital marketing
    • Strong analytical skills and data-driven thinking

    Technical Content Writer Vadodara I.T.

    Technical Content Writer

    Job Title : Technical Content Writer
    Department : I.T.
    Reports to : Director of Enterprise Technology and Security
    Location : Vadodara

    Role Summary:

    The ideal candidate oversees making sure that projects/processes align with the company core values; also, support stakeholders in their daily tasks providing accurate documentation and sources that enrich the customer experience in every transaction. This person would have high level communication skills and can produce documentation to a high standard. Should display high attention to detail and can establish effective working relationships with team members.

    Job Description:

    • Work closely with key stakeholders to identify and analyze core business processes, technical processes, and workflows.
    • Documentation, implementation, standardization and communication and reengineering of processes and work flow.
    • Development of clear and detailed process maps and business requirements.
    • Create and implement initiatives, business process development, and operative process management.
    • Liaise with management and executives to coordinate process improvement project activities.
    • Create process plans that contain project goals, milestones, and resources.
    • Active participation in business transitions, tools transformation, business migrations and implementations.
    • Communicate business changes and updates.
    • Act as executives and process implementers trusted advisor by identifying issues and risks and providing support in process planning & implementation.

    Responsibilities and Skills:

    • High level of competence with MS Office and other documentation and planning tool
    • Basic project management skills
    • Excellent spelling and grammar skills and knowledge of Information technologies and terminology
    • Experience developing instructional and procedural documentation and presentations
    • Self-Disciplined /Independent worker (ability to provide results without management monitoring)
    • Strong analytical skills with a demonstrated ability to extensively analyze business processes and workflow.
    • Strong skills in Process Mapping and Business Process Reengineering
    • Experience facilitating workshops and focus groups
    • Change management skills
    • Strong time management skills and ability to prioritize.
    • Proven Leadership Attributes (able to motive oneself and others).
    • Customer focused on conflict resolutions skills
    • Excellent planning and organizational skills. Must be very customer oriented and focused on meeting the executive's needs.

    Persona Attributes:

    • Good team player
    • Self-motivated and enthusiastic
    • Ensures quality of deliverables
    • Be open to receiving feedback and constructive criticism.
    • A “can do” attitude
    • Innovative & creative
    • Integrity and honesty
    • Passionate about service
    • Strong analytical skills

    Educational Qualification

    • Any graduate with 2 to 5 Years of relevant experience

    Cyber Security Auditor Vadodara ETS

    Cyber Security Auditor

    Job Title : Cyber Security Auditor
    Department : ETS
    Reports to : Team Leader ETS
    Location : Vadodara

    Summary:

    The Cyber Security Auditor will analyze overall enterprise security audit readiness and provide recommendations on how effectiveness could be improved to mitigate conditions that could impair future audit preparedness and audit readiness support. The CSA will review and evaluate audit findings make recommendations for audit readiness, contribute to security presentations, and participate in debriefs to represent cybersecurity interests.

    The CSA must work as a Cybersecurity subject matter expert (SME) and Cybersecurity team member assisting with security awareness training curriculum, form gathering, and other security documentation, as required by Etech Cybersecurity, conducts security audits of information systems against documented organization security standards as well as ISO 27001, PCI-DSS, HIPPA, and Privacy Shield.

    Review security controls, tests system technical security configuration settings, reviews system scan results for compliance with documented policy and industry standards, and assists with developing and reviewing compliance reports that identify security findings and proposed remediation strategies as necessary.

    Essential Responsibilities:

    • Analyze overall enterprise audit readiness and provide recommendations on how effectiveness could be improved to mitigate conditions that could impair future audit preparedness and audit readiness support
    • Effectively communicate audit procedures and expectations to team members and stakeholders in a timely and clear fashion
    • Liaise with technical security stakeholders on an ongoing basis
    • Set and continually manage technical project expectations with team members and other stakeholders
    • Conduct security audits of information systems against policy/process as defined with Etech documentation and required for ISO 27001, PCI-DSS, HIPPA, and Privacy Shield
    • Plan and schedule security audit timelines
    • Determine the frequency and content of audit reports, analyze results, and remediate problem areas
    • Review and evaluate audit findings and make recommendations on improving security and audit preparedness
    • Create audit remediation plans along with members of the cybersecurity and technical teams and establish timelines for completion
    • Ability to travel between locations as necessary

    Formal Education & Certification

    • University degree in the field of Computer Science/Technology Management/and /or 2+ years related work experience
    • Certifications in Cyber Security and/or Technology fields a plus

    Knowledge & Experience

    • 2 years of direct work experience in a technical environment
    • Familiarity with security audit and/or standard audit practices
    • Ability to conduct technical security audits for complex information systemsli
    • Ability to analyze information systems and technical specifications against defined security control standards and identify deficiencies and remediation strategiesM
    • Experience with network security, vulnerability management, incident response
    • Knowledge of emerging cybersecurity trends
    • Familiarity with Change Management practices
    • General knowledge of network system Functionality (Firewalls, Switches, Routers, etc.)
    • Database and operating systems experience with Microsoft products a plus
    • Technically competent with various software programs, such as Microsoft Office products, SQL, etc.
    • Familiarity with security software such as Anti-Virus, Anti-Malware, Web Filtering Technology, Encryption methods and standards
    • Familiarity with industry security standards such as ISO 27001, PCI-DDS, HIPPA, Privacy Sheild, etc. a plus.

    Personal Attributes

    • Experience at working both independently and in a team-oriented, collaborative environment is essential
    • Can conform to shifting priorities, demands and timelines through analytical problem-solving capabilities
    • Reacts to project adjustments and alterations promptly and efficiently
    • Flexible during times of change
    • Ability to read communication styles of team members and contactors who come from a broad spectrum of disciplines
    • Persuasive, encouraging, and motivating
    • Ability to elicit cooperation’s from a wide variety of sources, including upper management, clients, and other departments
    • Possession of excellent analytical skills
    • Strong written and oral communication skills
    • Strong interpersonal skills
    • Adept at researching project-related issues and products
    • Must be able to learn, understand and apply new technologies
    • Customer service skills a must
    • Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial

    Product Marketing Executive

    Job Title : Product Marketing Executive
    Department : ETS
    Reports to : Project Delivery Head – Software Development
    Location : Vadodara

    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.

    Trainer Vadodara Training

    Trainer

    Job Title : Trainer
    Department : Training
    Reports to : Assistant Training Leader
    FLSA Status : Exempt
    Location : Vadodara

    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.

    Computer-Telephony Integration (CTI) Engineer

    Job Title : Computer-Telephony Integration (CTI) Engineer
    Department : I.T.
    Reports to : Director of I.T.
    Location : Vadodara

    Summary

    The CTI Engineer will be responsible for the architecture, design, and operational support of customer interaction applications and infrastructure globally for inbound contact centers. This will encompass ACD platforms and services, contact routing, automation and CTI, self-service (IVR), call recording, workforce management, and speech and data analytics.

    This position will focus on customer interaction applications that will often leverage WAN/LAN services provided by and requiring heavy involvement from the Network Engineering team.

    Essential Duties And Responsibilities:

    • Monitors end-user usage of systems and effectively perform daily administrative tasks
    • Analyze business requirements, provide time estimates, create and modify Call Flow Diagrams, preparation of design documents, system development, and production handover.
    • Continuously improve system performance reports, perform root cause analysis for system outages; suggest improvements to ensure system up-time
    • Analyzes application requirements and determine feasibility of design within time and cost constraints.
    • Consults with other IT staff to evaluate interface between hardware and software, operational and performance requirements of overall system.
    • Formulates and designs applications, using scientific analysis and mathematical models to predict and measure outcome and consequences of design.
    • Provide mentoring to the Consultant and executive updates on progress of implementation
    • Understand and ensure system service level goals are achieved
    • Insure that implementation plan is updated and current
    • Perform other duties as assigned

    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.

    Knowledge Of:

    • Good knowledge of Inbound and Outbound
    • Working knowledge of Contact Center Technologies (IVR, CTI, WFM, Call Routing etc.)
    • Should have experience of working on dialer platform like Aspect, Genesis, Unify (Very good if), VICIdial, Neox etc.
    • Voice Technology knowledge like VOIP, PSTN, and Voice protocol knowledge eg. SIP, H.323, RTP, RTCP etc . Codec being used: like G.711, G.729, G.723 etc.
    • Should have knowledge on IVR flow design, call routing and basic networking knowledge
    • Hands-on experience of routing development using IRD & Composer.
    • Knowledge of SCI for monitoring and troubleshooting
    • Knowledge of JavaScript and Java development skills will be an added advantage
    • Experience on Virtual Hold Technologies

    Requirements:

    • Proficient in tools like Composer, Eclipse, IRD (Interaction Routing Designer), CCpulse & Kazimir.
    • Database knowledge pertaining to SQL and Cassandra
    • Experience in production support of IVR applications with VXML and Java (Nuance Development Framework / Voice Portal preferred)
    • Ability to interface and cultivate excellent working relationships both within Technology, Business, and vendors
    • Subject matter expertise in Computer Telephony Integration (CTI):
      • CTI solution design, development, and maintenance
      • Integration of various CTI solutions to the contact Centre architecture
      • Integration of CTI and Customer Relationship Management solutions such as Salesforce, Pega, etc.
    • Hands-on with Intelligent Contact Management (ICM):
      • ICM scripts development and enhancement
      • Administration of ICM components and tools
      • Creation and maintenance of ICM queries (SQL knowledge required)
      • Generation of ICM historical and real-time database reports
      • Perform ICM scripting and configuration
    • Integration of custom-developed and 3rd-party provided software, IVR (Interactive Voice Response), Call Center and database integration with the IP Telephony infrastructure.
    • Experience with platforms like Genesys, Cisco UCCE, Asterisk, etc
    • Below certifications will be an added advantage:
      • Avaya Certified Implementation Specialist (ACIS)
      • CCNP VoIP
      • CTP: Certification Partners Convergence Technologies Professional
      • dCAP: Digium Certified Asterisk Professional

    Education And/ Or Experience:

    Bachelor's degree from four-year college or university preferred and at least 3 years experience in the field or a related area; or equivalent combination of education and experience.

    Language Skills:

    Ability to read, analyze, and interpret common scientific 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 effectively present information to top management, public groups, and/or boards of directors.

    Mathematical Skills:

    Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations. 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 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 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.

    Customer Experience Specialist Vadodara Operations

    Customer Experience Specialist

    Job Title : Customer Experience Specialist
    Department : Operations
    Location : Vadodara
    • Pick & Drop facilities
    • Food Allowance
    • Night Shift Allowance
    • Attendance Bonus
    • Tuition Reimbursement
    • Rs.1,00,000 Medical Insurance
    • Employee Referral Bonus
    • Attractive Incentives over and above the salary

    Customer Experience Specialists are an integral part of the Etech team as they are the front line to our customers. In this role you will be responsible for fielding inbound chats from potential and existing customers and selling our products and services.

    Job Specifications:

    • Excellent English Communication Skills
    • Good computing skills
    • Flexible to work in rotational shifts

    Job Functions:

    • Take multiple Inbound chats with prospective business customers in designated market area to qualify leads and explain type of service or product offered.
    • Communicate with current and prospective customers using a variety of computer and telecommunications technology/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.
    • Follow all compliancy guidelines and regulations regarding Customer Proprietary Network Information, Competitive Landscape Operating Requirements, Do Not Call legislation, and company policy regarding slamming, cramming and falsification of sales.