Hotwire Communications Ltd

Program Manager

• Provide support for identifying and integrating best practices by developing methods and procedures to support the Enterprise of Hotwire Communication
• Assist in the definition of project scope and objectives, involving relevant stakeholders and ensuring technical feasibility
• Coordinate internal resources and third parties/vendors for the execution of projects
• Develop a detailed project plan to monitor and track progress
• Develop comprehensive project plans to be shared with clients and staff members
• Establish and maintain the relationship with internal stakeholders and external vendors
• Identify local processes or reports to automate, simplify, eliminate, integrate and create standards and documentation
• Manage changes to the project scope, schedule, and costs using appropriate verification techniques
• Manage multiple projects and teams concurrently
• Partner with peers to help streamline processes and provide support to cross functional teams
• Perform regular data analysis to track performance
• Perform risk management to minimize project risks
• Prepare and present reports for upper management regarding project status
• Provide project coordination for overall Service Delivery organization

Program Manager – EPMO

QA Engineer

• Monitor the performance quality of call center associates interacting with customers
• Assess associate demeanor, technical accuracy, and customer service performance
• Develop, create, and implement call center quality processes and procedures
• Assist in enhancing QA and training materials
• Participate in call monitoring formats and quality standard design
• Use monitoring data to compile and track performance
• Provide trend data to QA Manager and Leadership team
• Assist with coaching call center agents to improve call quality
• Coordinate calibration sessions for maintaining scoring consistency
• Perform audits across multiple channels (calls, chats, email)
• Provide actionable data to internal support groups
• Prepare and analyze quality reports for management staff review
• Participate in partner requirements, service levels, and KPI processes
• Other duties as required or assigned

Quality Assurance Analyst

Business Intelligence Analyst

• Create, update, and manage ongoing marketing performance reports to track KPIs and campaign effectiveness.
• Aggregate and analyze data from multiple sources to produce actionable performance insights.
• Develop graphical and chart-based representations of data for executive-level presentations.
• Translate trends and findings into compelling stories for stakeholder presentations.
• Partner with BI teams to design and implement automated dashboards for performance tracking and optimization.
• Conduct financial analysis and evaluate subscriber activity and revenue data to inform strategic decisions.
• Support campaign implementation through targeted list pulls and data segmentation.
• Manage and update budget and forecast files to ensure accurate financial planning.
• Execute deep-dive analyses for special projects to uncover revenue opportunities and segment targeting improvements.
• Deliver ad hoc reporting and analysis to support cross-functional marketing initiatives.

Marketing Data and Reporting Analyst

Support Engineer

• Provide exceptional technical support to our customers, addressing their queries and troubleshooting issues promptly and professionally.
• Troubleshoot all incidents and escalate to higher levels as needed.
• Monitor production network environment using a combination of monitoring tools to ensure availability.
• Coordinate onsite dispatch of Telecommunication technicians to repair services
• Respond to automated alerts from monitoring tools according to procedure.
• Use diagnostic tools to ascertain the level and criticality of the problem.
• Discover faults and conditions in a proactive manner and diagnose causes where appropriate and resolve expeditiously.
• Escalate issues and problems according to procedures and best judgment.
• Perform periodic health checks of systems.
• Use judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on the best course of action to resolve.
• Diagnose problems and resolve them in an expeditious manner.
• Work with Engineers to resolve production problems.
• Write thorough trouble ticket notes on production incidents and problems.
• May write or revise system documentation and procedures.
• May be required to travel (10% for training and other functions)

Advanced Technical Support Engineer

Sales

• Handle outbound sales inquiries and take incoming customer service calls using state-of-the-art contact center technology.
• Interact with hundreds of customers each week to sell new products and services and ensure best in class customer experience.
• Listen to customers, understand their needs and provide information on additional products to enhance their technology needs.
• Utilize systems and technology to complete account management tasks.
• Recognize sales opportunity and apply sales skills to upgrade.
• Explain and position the products and processes with customers.
• Appropriately escalate customer dissatisfaction with call center leadership team.
• Ensure first call resolution through problems solving and effective call handling.
• Other duties as assigned by Supervisor.

Program Manager – EPMO

Quality Assurance Analyst

Marketing Data and Reporting Analyst

Advanced Technical Support Engineer

Sales Engagement Specialist