Senior Level

Team Leader

Responsibilities

  • 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

 

 

Qualifications

  • 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

RESPONSIBILITIES

  • 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

 

JOB SPECIFICATIONS

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

QUALIFICATIONS:

  • 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

Responsibilities 

  • 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.

Qualifications

  • 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:

B.TECH / M.TECH BE/ BS
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:

CCNA/CCNP R&S.
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

 

Responsibilities:

  • 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.

Qualifications:

  • 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

JOB DESCRIPTION :

  • 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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