Senior Level

Team Leader


  • Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
  • Oversee running and managing a team of associates daily
  • Set targets for all other Team members to meet up with
  • Schedule and organize shift patterns for other team members
  • Prepare forecasts and budgets for the call center
  • Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
  • Facilitate and organize training session for all agents and participate in recruitment of new call center agents
  • Conduct regular review of all associate’s performance and organize training sessions for under performers
  • Submit regular reports to management and seek new ideas and strategies to improve performance at the center
  • Keep up with trends and happenings in the industry and ensuring adherence to industry standards
  • Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
  • Coaching and mentoring of assigned Team members




  • Leadership: Oversee other agents whom they would be expected to direct and control. Therefore, they must have excellent leadership skills and abilities
  • Motivation: Know how to devise effective motivational techniques to improve the performance of their team mates
  • Coaching and Mentoring: Great tutors and excellent mentors to their team members
  • Hardworking: to be able to encourage their team members to work harder, they must be hard workers themselves
  • Goal Setting and Achievement: the team leader would also oversee setting goals for others to achieve and therefore, he must be an achiever too
  • Multitasking: l handle multiple tasks at the same time without errors and mistakes.
  • Experience: 2 years of experience in the equivalent role, experience in a Technical Support account is a MUST


Technical Trainer


  • Deliver New Hire and Calendar Programs
  • Research on Client Products / Services and offer an overall training solution during the RFP stage
  • Play the role of a training consultant and provide end to end training solution during new project   transition & deployment
  • Work with the agents during the Pilot phase, support them during Nesting & ensure smooth transition & safe landing of engineers to Production
  • Participate in training discussions with the client
  • Conduct Technology/ Product  training for new engineers as per the business requirement
  • Administer Training Need Analysis (TNA) /Skill gap assessment and conduct refresher technology training for tenured engineers as per the need
  • Design curriculum, Develop content, lab scenarios & case studies
  • Proactively develop content on new technologies and offer the training through Classroom / Online Portal/ Blended
  • Ensure learner satisfaction, their learning and application on the job
  • Monitor, Track, Measure and Manage effectiveness of training programs
  • Periodically upgrade Knowledge & Skills on new/ emerging technologies and get certified as per the business requirement



Knowledge, Skills and Abilities:

  • Knowledge on Computer Hardware, Architecture, Hardware Components, Ports, Connectors, Standards
  • Desktop Operating System: Windows 8/10, Macintosh O.S 10.X
  • Networking Fundamentals: OSI Model, TCP/IP protocol suite, IP addressing, Subnetting, MAC addressing protocol headers, ARP, ICMP,FTP, DHCP, DNS, DMZ
  • Network Devices : Hubs, Switches, Routers, Modem, Gateways
  • Utilities: Ping, Traceroute, Nslookup, Netstat, Nslookup
  • Wireless Networking : Wireless Standards, Architecture, security
  • VoIP technology added advantage

Other Skills:

  • Exhibits strong interpersonal skills
  • Client interfacing skills
  • Excellent Presentation and Delivery Skills
  • Must have good organizational and prioritizing skills
  • Ability to cope with stress and to remain calm in all situations and provide results based on the given task


  • Graduate in any Discipline
  • Must have a minimum of 5- 6 years working experience preferably in BPO or related industry, providing Technical support to the clients or customers with experience in Training.
  • A+/ CCNA/ N+ or any other relevant certification will be an added advantage

Operations Manager


  • Provides leadership for Operations including planning, coaching, recruitment, selection, performance development and mentoring
  • Monitor staff performance, works with employees to implement goals and document progress.
  • Manage resources in a cost-effective, innovative manner including assisting subordinates in effective use of resources and tools.
  • Manage staff to ensure all duties are performed in an accurate and timely manner.
  • Develop and implements department policies and procedures.
  • Ensure deadlines and production schedules are met and reallocates workloads as necessary.
  • Perform resource planning and allocation and supports direct reports in meeting work requirements.
  • Assess strengths and development needs of employees and provides challenging assignments and opportunities for development.
  • Manage team expenses within budget constraints and provides financial and quantitative information in support of group and company reporting and goals.
  • Execute company policies and practices and serves as a channel for company communications.
  • Assist in managing the computing environment to protect the production applications critical to the success of the business.
  • Deliver a computer operations environment that meets all service level agreements, e.g., 24/7 availability, response time parameters, etc. and availability targets.
  • Assist other IT management team members to establish strategies and priorities for overall IT operations by analyzing and understanding the current and future IT operation needs.
  • Develop and recommend tactical and strategic plans for information processing operations.
  • Identify and recommend cost-saving and continuous improvement initiatives within the information processing area.
  • Ensure all backup and recovery and disaster recovery processes will meet or exceed business requirements.
  • Develop and maintain team standards and procedures that support departmental standards and procedures.
  • Manage internal and external communications/escalations on issues.
  • Understand processing environments for supported products and services.
  • Utilize variable staffing models, which includes contractor and co-source models, processes/practices.
  • Encourage inter-team, inter-department and inter-organizational teamwork to accomplish goals and objectives.
  • Other related duties assigned as needed.


  • Experience in Service Delivery and Operations management or outsourcing project
  • Strong management, organizational, team building, coaching and mentoring skills.
  • Strong business skills, industry knowledge, financial management and planning skills, long-term vision, and executive presence.
  • Considerable knowledge of all operations lifecycle phases (e.g., requirements definition, risk management, implementation, deployment, maintenance).
  • Considerable knowledge of IT production administration and operations activities and control.
  • Technical knowledge of information technology networks, systems, peripherals and software applications.
  • Ability to formulate, implement and evaluate plans, programs, and procedures applicable to the information processing operations.
  • Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making, often based on limited information and/or under extreme conditions.
  • Communicates ideas both verbally and in written form in a clear, concise, and professional manner appropriate to audience including executive levels.
  • Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public.

Mobility Lead

Designation – Mobility Lead

Location – Bangalore

Experience – 5 to 12 years

Job Description:

Provide Planning, Designing, Implementation, Operation and Optimization assistance to Advanced Services Customers around any of Cisco’s Mobility solutions – Packet Core and/or Policy(PCRF)
Participate in design/implementation and migration, or problem resolution projects involving Mobility solutions
Provide technical support for customers during software and hardware upgrades
Good business judgment, a comfortable, open communication style, and a willingness and ability to work with teams. Ability to quickly establish credibility with the customer as well as work collaboratively and with technical professionals

Highly focused on results, with a willingness and perseverance to make things happen through effective decision making abilities

Skills needed:

5-9 years’ experience with Mobility related technology
Strong knowledge in IP routing and switching is required
Knowledge of any one of the primary focus areas
3G/4G mobile packet core (LTE, UMTS/CDMA) Applications such as Policy, IMS & VoLTE

Desired Skills:

Additional Cisco Certification in Wireless/Mobility domain (CWNA, CWNP, CCNA/CCNP – Wireless)
Knowledge in Radio technologies such as Small Cell & SON
Virtualization experience
Exposure to scripting – Python

Team Leader

Location: BGC, Taguig



  • Manages day-to-day planning, operation & problem-solving of a team of agents to meet with the required service level components
  • People management, including HR-related issues
  • Call monitoring, coaching, and feedback, responsibility for delivery of the defined customer experience
  • Motivation, leadership for a team & developing future leaders
  • Conducting performance appraisal for the team
  • Work closely with the team members to solve customer problems. Also needs to understand the agent’s problems & weaknesses. Offers solutions & suggestions for process and product improvement to management
  • Required making decisional supervisory level authority for reversal of charges. Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business.


  • Candidate must possess at least a Bachelor’s/College Degree, any field
  • At least 1-2 years same experience for this position
  • Excellent problem-solving skills
  • Willing to work on shifting schedule

Assistant Manager – QA

Designation – Assistant Manager – QA

Location – Chennai (Ambattur)

 Graduate with min 5-14 years of experience

  • Excellent communication skills with experience in Voice & Accent training/coaching
  • Experience in audits and coaching
  • Should have experience in handling a team and ability to resolve conflicts
  • Excellent data analytical skills, reporting skills and presentations
  • Excellent Interpersonal skills and experience in working with internal and external customers, maintain cordial relationships between cross functional teams
  • Planning and implementation of Continuous Improvement programs at Project level
  • Should be open to work in any shift

SAP Functional consultant

Designation – SAP Functional Consultant

  • Required SAP Functional Consultant with 12-15 years solid experience handling , supporting and troubleshooting
  • Should be solid in Project systems -PS , Sales & distribution SD , FA modules , MM  . Knowledge in GHRMS is added advantage
  • Should have handled Implementations, Upgrades, Support and Global Roll-Outs.
  • Should have exposure for  identifying issues in SD, PS , FA and provide timely solution
  • Should have  roll out experience and worked independently as senior consultant and lead a team of 5-10 people
  • Should have handled organization executive levels
  • Should have expertise in planning & executing interactive Business sessions for Requirement Gathering, Blueprinting & UAT Workshops
  • Should have complete understanding and been very effective in an Onsite-Offshore Delivery Model, having experienced both sides in the model.
  • should be a certified in SAP Project System, SD ,  SAP FA
  • ABAP exposure and programming is an added advantage
  • Exposure and working on SAP BASIS is plus

Ericsson RAN Network Integration Engineer

Designation : Ericsson RAN Network Integration Engineer

Experience – 1 to 9 Years

Scope Of Work:
– Integrating, SW Upgrading & Feature activations of 2G, 3G and 4G sites within SITs
– LTE Integration / Exp in Ericsson tools is must.
– -Excellent communication skills to handle NAM business.
– Software upgrade of 2G/3G/4G nodes
– Swap and Modernization of 2G, 3G and 4G sites within standard and agreed SITs
– Rehoming of 2G, 3G and 4G sites within Maintenance Window
– Local SW upgrade using BTS Manager and Remote Software upgrade using Ericsson of LTE technology.
– Coordination and troubleshooting with field teams during activity.
– Highlighting technical issues to 2nd Level / Tier 2 Team in case any risk is foreseen during upgrades and integrations.
– Highlighting roadblocks to TLs in case any risk is foreseen to integrate and upgrade sites within SITs
– Filling in checklist in Cronos for every NI activity performed
– Cross functioning and working in more than one NI projects based on seniority
– Adherence of NI process checklists
– Sending handover emails to customer after completion of activity based on project specific process

Service Level: L1, L2 & L3

Product :
Ericsson Radio equipment with 2G/3G/4G, Ericsson BTS tools
*Excellent Communication Skill
*Flexible to work in rotational shifts
*Keen to learn new technologies
*High level of customer focus & Integrity.

Data Architect


  • 14+ Years IT Experience with 7+ Years’ experience as Data Architect in the data space spanning data modeling, integration, ETL and Data pipeline design and implementation
  • Strong experience in Data Modeling using tools like Erwin.
  • Hands-on exposure to relevant data technologies such as RDBMS, Data Warehousing, Online Analytical Processing, Big Data, In-Memory Databases, NoSQL Technologies, Structured File Formats, Master Data Management, Data Modeling Tools, Data Visualization Tools
  • Experience in performance tuning and configuring distributed systems like Hadoop/Elastic Search/Redshift/Kinesis for operational excellence
  • Strong Experience in SQL databases like Postgres / MySQL, and distributed databases like H Base / Elastic Search/ Redis/Redshift
  • Experience or Good knowledge is SAP Data Modeling, Data Architecture
  • Experience with AWS data management tools (S3, Redshift, Kinesis, etc.), Strong programming skills
  • Knowledge in running Data Science models in scalable and reliable manner


Roles & Responsibilities:

  • Create data models including conceptual, logical, and physical for both disparate data systems like NoSQL, Search Engine, RDBMS, and OLAP
  • Identify and design solutions that allow performing root cause analysis to enable proactive issue resolution and data quality maintenance.
  • Analyze & Identify Business Capabilities and develop new business capabilities enhancing the organization Technology capability model
  • Collaborate with DevOps team and setup monitoring and alerting on Data Infrastructure.
  • Develop standards and design solutions for data acquisition, integration and transformation that are scalable and reliable
  • Identify critical data entities and attributes and capture how data is interpreted by users in various parts of the organization
  • Build an integrated infrastructure & process to deploy Data Science model in production
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