Support Services Group

Project Manager

• Manage large-scale BPO implementation projects
• Develop detailed project plans, timelines, and resource allocation strategies
• Act as primary point of contact for internal teams and clients
• Identify potential risks and issues and provide solutions
• Continuously assess and improve implementation methodologies
• Maintain comprehensive project documentation

Project Manager – Client Implementation, Onboarding

• Manage large-scale BPO implementation projects
• Develop detailed project plans, timelines, and resource allocation strategies
• Act as the primary point of contact for both internal teams and clients
• Identify potential risks and issues early in the process
• Continuously assess and improve implementation methodologies and strategies
• Maintain comprehensive project documentation and provide regular updates
• Lead, guide, and mentor junior implementation managers and project coordinators

Technical Project Manager

• Lead end-to-end IT projects including:
• Infrastructure builds & upgrades (network, server, storage, data center, telecom)
• Cloud migration & modernization initiatives
• Application development & software deployment
• Server upgrades, virtualization, and patching programs
• Workstation tech upgrades and deployment initiatives
• Cybersecurity & compliance enhancements (SOC2, ISO27001, PCI)
• Disaster recovery & business continuity tech readiness
• Global standardization and process optimization initiatives
• Develop project charters, schedules, RACI matrices, status reports, and risk logs
• Ensure all projects meet timelines, scope, cost, and quality expectations
• Collaborate with cross-functional IT, facilities, operations, telecom, and security teams
• Coordinate with external vendors and technology partners
• Facilitate executive updates, technical workshops, and milestone reviews
• Maintain PMO documentation and reporting cadence
• Ensure adherence to IT governance, change control, and security protocols
• Track technical requirements and confirm validation/UAT and deployment standards

IT Project Manager

Manager

• Manage daily operations of the Global Command Center
• Lead a team of Real-Time Analysts and WFM planning analyst
• Oversight of operational performance of BPO vendors
• Standardize communication protocols with vendor WFM teams
• Conduct operational reviews with vendor partners
• Design, document, and implement a global WFM playbook
• Troubleshoot data integration issues impacting forecast accuracy

Global Command Center Manager

Data Entry

• Perform accurate data entry functions, including keying invoice data.
• Receive, review, and process incoming invoices and carrier payables.
• Meet or exceed established daily data entry quota goals.
• Maintain a quality standard of 99.9% accuracy.

Data Entry Specialist – International Account

Customer Support

• Handle inbound and outbound client calls in a timely manner
• Follow company’s call center scripts
• Respond to customer needs efficiently and accurately, whether troubleshooting a problem, fielding a complaint, or assisting with other issues
• Work with the client to verify or clarify information
• Diffuse angry or upset clients as needed
• Build relationships with customers based on trust and reliability
• Record all conversations in CRM software, leaving accurate notes in case the client calls back and needs further assistance
• Make sales or recommend additional services and products to customers
• Attend all necessary training as needed

Support Services Group

Project Manager – Client Implementation, Onboarding

Project Manager – Client Implementation, Onboarding

IT Project Manager

Global Command Center Manager

Data Entry Specialist – International Account

Bilingual Customer Service Representative

Bilingual Customer Service Representative