Trainer

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.

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Facility Manager

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

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

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

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

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

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

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

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

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

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

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

Sr. Project Manager

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

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

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

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

Quality Assurance Engineer

Marketing Manager

Customer Service Representative (Voice Process)

Language and Soft Skills Trainer

Full Stack Developer

Product Marketing Executive

Cyber Security Auditor

Technical Content Writer

Business Insight Analyst

Asp.Net MVC Full Stack Developer

Trainer

Customer Experience Specialist

Computer-Telephony Integration (CTI) Engineer

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

Spanish Language Expert

Workforce Management Analyst – WFM