InteLogix

Operations

• Understand our unique offerings, and how those can solve for specific business challenges and bring incremental value to your relationships.
• Own tracking, optimization, and thought leadership actions surrounding customer feedback and disseminating business insight cross-functionally.
• Build and maintain a capable and well-trained staff of employees
• Accountable for staffing, work assignments, budget projection and expense management.
• Accountable for P&L for regional oversight as a whole, to the gross margin level.
• Meets client KPI’s for designated region consistently
• Ensure proper staffing is in place to meet client objectives, in partnership with the workforce management team.
• Oversee all relevant projects; supervises efforts to exceed InteLogix/client goals and objectives; coordinate plans of corrective action on problems identified by client.
• Monitor all administrative functions.
• Oversight of brick and mortar, and virtual working environments internationally.
• Supervise subordinate management in weekly coaching reviews of each employee to ensure correction of deficiencies and to determine each employee’s progress.
• Recommend salary increases and other changes in employee status to leadership, in conjunction with input from subordinate Managers.
• Work closely with the Management team to coordinate effective operations in all areas of the Center.
• Maintain good client relations; reports area of concern regarding client relations to the VP.
• Develop future talent for region by creating robust leadership development SOP’s in partnership with the full Operations and Training teams
• Outline and maintains SOP’s for the CX Operations Organization.
• Be responsible for establishing/maintaining a professional work environment
• Adhere to Company attendance, punctuality, and meal and rest break requirements
• Maintain concentration and focus in order to meet performance goals
• React positively to an ongoing, changing environment
• Demonstrate the ability to handle pressure when attempting to meet deadlines and performance goals
• Maintain good working relationship with assigned supervisors and coworkers
• Serve as a trusted partner and consultant to our clients, helping them achieve mutually identified business outcomes through added solutions/services.
• Demonstrable ability to communicate, present and influence stakeholders including C-level.
• Perform additional duties as required by management from time to time.

Senior Director, Operations

Customer Support

• Provide information about SNAP EBT transactions to customers
• Provide exceptional customer service by addressing inquiries, resolving complaints and guiding customers through solutions
• Maintain a thorough understanding of products, services and policies to effectively assist customers
• Accurately document customer interactions and transactions across all tools/platforms
• Collaborate with other departments to resolve customer issues and escalate complex problems as necessary
• Strive to exceed customer satisfaction goals and performance metrics
• Continuously seek opportunities to improve the customer experience and streamline processes
• Stay updated on product knowledge and industry trends to better assist customers
• Ability to work within the defined hours of operation with flexibility needed on weekends and holidays

Customer Service Representative

Recruitment

• Manage full-cycle recruiting for contact center agent and other high-volume frontline roles, often against tight timelines and large requisition counts.
• Source and screen high volumes of applicants efficiently through job boards, social media, referrals, and direct outreach, while maintaining consistent quality standards.
• Conduct high-volume phone/video screens and interviews to quickly assess qualifications, communication skills, and fit for the role.
• Coordinate and run virtual or in-person hiring events, open houses, and walk-in hiring days to drive candidate volume.
• Manage candidate communication at scale, ensuring applicants move through the process quickly and have a positive, responsive experience even in high-volume campaigns.
• Extend offers, facilitate pre-employment steps (background checks, assessments, onboarding handoffs) for large candidate cohorts.
• Track and report on pipeline metrics (time-to-fill, conversion rates, source effectiveness) to keep hiring campaigns on target.
• Maintain accurate, up-to-date candidate records within the applicant tracking system (ATS), particularly important given the volume and pace of this requisition type.
• Pivot to support professional, support, and non-agent recruiting (corporate, operations, IT, HR, finance, and other functional roles) as needed.
• Partner with hiring managers on more targeted searches, understanding role requirements and success profiles for lower-volume, higher-specificity positions.
• Collaborate with the broader TA team to balance high-volume campaigns with individual requisition needs.

Recruiter

• Successfully complete virtual paid training program which requires passing tests each week.
• Serve as the primary point of contact for customers who have questions about their utility service.
• Typical inquiries include starting or stopping service, billing questions, and payment assistance.
• Provide exceptional customer service by addressing inquiries, resolving complaints and guiding customers through solutions.
• Maintain a thorough understanding of products, services and policies to effectively assist customers.
• Accurately document customer interactions and transactions across all tools/platforms.
• Collaborate with other departments to resolve customer issues and escalate complex problems as necessary.
• Strive to exceed customer satisfaction goals and performance metrics.
• Continuously seek opportunities to improve the customer experience and streamline processes.
• Stay updated on product knowledge and industry trends to better assist customers.
• Ability to work within the defined hours of operation with flexibility needed on weekends and holidays.

Bilingual Customer Service Representative

• Respond to incoming customer calls regarding their electric and gas services
• Educate customers on billing details including explaining charges, payment options, and available assistance programs
• Provide accurate information and solutions to customers, ensuring a high level of customer satisfaction
• Focus on first call resolution with each customer
• Identify opportunities to add additional services or upgrades that align with customer needs
• Assist customers with account management, including updates to personal information and services
• Document customer interactions in the call tracking system
• Handle all customer calls, despite the degree of difficulty, in a courteous and business-like fashion
• Demonstrate the ability to handle pressure when attempting to meet deadlines and performance goals
• Perform additional duties as required by management

• Successfully complete virtual paid training program which requires passing tests each week.
• Serve as the primary point of contact for customers who have questions about their utility service.
• Typical inquiries include starting or stopping service, billing questions, and payment assistance
• Provide exceptional customer service by addressing inquiries, resolving complaints and guiding customers through solutions
• Maintain a thorough understanding of products, services and policies to effectively assist customers
• Accurately document customer interactions and transactions across all tools/platforms
• Collaborate with other departments to resolve customer issues and escalate complex problems as necessary
• Strive to exceed customer satisfaction goals and performance metrics
• Continuously seek opportunities to improve the customer experience and streamline processes
• Stay updated on product knowledge and industry trends to better assist customers
• Ability to work within the defined hours of operation with flexibility needed on weekends and holidays

Director

• Develop, implement, and continuously evolve a competitive global compensation philosophy and pay strategy aligned to InteLogix's business objectives and talent needs
• Lead the design and maintenance of salary structures, job grades, and pay bands across all geographies, ensuring internal equity and external competitiveness
• Conduct and analyze market compensation surveys and benchmarking data (e.g., Mercer, Willis Towers Watson, Radford) to inform pay decisions and identify gaps
• Oversee annual compensation planning cycles including merit increases, promotional adjustments, and incentive plan reviews
• Partner with Finance and HR leadership on executive compensation design, bonus plan modeling, and long-term incentive programs where applicable
• Evaluate, design, and manage employee benefits programs across US and international geographies, including health, dental, vision, life insurance, retirement (401k), and statutory benefits (SSS, PhilHealth, Pag-IBIG, ISSS, social insurance)
• Lead benefits vendor relationships, renewals, and RFP processes to ensure cost-effectiveness, service quality, and employee satisfaction
• Drive open enrollment planning and communication strategies to ensure employees fully understand and utilize their benefits
• Ensure benefits programs comply with applicable regulations (ACA, ERISA, HIPAA, and local labor laws) across all operating countries
• Ensure all compensation and benefits programs comply with federal, state, and local regulations across US jurisdictions and international labor laws
• Monitor legislative changes affecting total rewards (e.g., pay transparency laws in CO, NY, CA, WA, IL) and proactively implement necessary updates
• Maintain audit-ready documentation, policy frameworks, and SOPs for all total rewards programs
• Leverage HRIS platforms (e.g., Workday, ADP) and market data tools to generate compensation analytics, budget models, and executive reporting
• Build dashboards and reports to track total rewards spend, pay equity metrics, benefits utilization, and program ROI
• Conduct regular pay equity analyses and partner with HR and Legal to remediate identified gaps
• Serve as a trusted advisor to HR Business Partners, Talent Acquisition, and senior leadership on all matters related to compensation, job offers, promotions, and rewards strategy
• Lead and develop a small team (1–3 employees), providing coaching, mentorship, and clear performance expectations
• Collaborate cross-functionally with Finance, Legal, and Operations to support workforce planning, budgeting, and organizational design initiatives
• Support M&A activity, new site launches, and program transitions from a total rewards perspective as InteLogix continues to grow

Director, Total Rewards

Collections

• Handle inbound calls from customers
• Taking payments on customer wireless, wireline and connect accounts
• Managing customer accounts by sending invoices, setting up autopay and ensuring the accounts do not get suspended
• Corrects any deficiencies or oversights as outlined by management and/or quality control
• Maintains good public relations
• Adhere to Company attendance, punctuality, and meal and rest break requirements
• Maintain concentration and focus in order to meet performance goals
• React positively to an ongoing, changing environment
• Demonstrate the ability to handle pressure when attempting to meet deadlines and performance goals
• Maintain good working relationship with assigned supervisors and coworkers
• Complies with all specified FDCPA, state and city laws and provisions, as outlined in the InteLogix Compliance with FDCPA and State Collection laws Statement, the Collection Excellence and System Training programs and the FDCPA Test
• Assists Managers on special projects
• Perform additional duties as required by management

Senior Director, Operations

Customer Service Representative

Recruiter

Bilingual Customer Service Representative

Customer Service Representative

Customer Service Representative

Director, Total Rewards

Collections Representative