Support Services Group

Analyst

• Manage call volume, daily attendance, and program break schedules to optimize agent allocation.
• Assist in setting metrics and targets for service excellence.
• Monitor agent status in real-time, ensuring optimal staffing levels for inbound operations.
• Evaluate adherence and initiate immediate improvements.
• Conduct real-time discussions with stakeholders to address operational needs.
• Generate and process schedule adherence reports, implementing contingency plans as required.
• Collaborate with the operations team to analyze and enhance delivery processes.
• Contribute ideas for process and service improvement planning.
• Utilize trends and reports to forecast requirements.
• Support projects and additional duties as assigned.

Real Time Analyst

Financial Planning and Analysis

• Act as friendly voice engaging with customers to provide top-notch support and assistance
• Respond promptly to customer inquiries via phone, email, and social media channels
• Acknowledge and resolve customer complaints with efficiency and empathy
• Utilize knowledge base to find answers to product-specific questions
• Process orders, tickets, and requests accurately and efficiently
• Keep detailed records of customer interactions, transactions, comments, and complaints in system
• Collaborate with colleagues to ensure seamless communication and coordination
• Provide feedback on the efficiency of the customer service process to help continually improve

Customer Service Representative – Financial Accounts

• Manage call volume, daily attendance, and program break schedules to optimize agent allocation
• Assist in setting metrics and targets for service excellence
• Monitor agent status in real-time, ensuring optimal staffing levels for inbound operations
• Evaluate adherence and initiate immediate improvements
• Conduct real-time discussions with stakeholders to address operational needs
• Generate and process schedule adherence reports, implementing contingency plans as required
• Collaborate with the operations team to analyze and enhance delivery processes
• Contribute ideas for process and service improvement planning
• Utilize trends and reports to forecast requirements
• Support projects and additional duties as assigned

Real Time Analyst, Local Account

Manager

• Lead development of long-term and short-term staffing strategies based on forecasted call volumes, operational trends, and business requirements
• Develop accurate forecasts for call volumes, service levels, and operational activities
• Ensure right staffing levels to meet performance targets across multiple business units
• Oversee real-time scheduling and adjustments to ensure service delivery and manage volume spikes
• Utilize data and insights to adjust resource allocation dynamically
• Drive continuous improvement initiatives to optimize workforce performance and reduce costs
• Provide high-level reporting to executive leadership on revenue attainment, service levels, and KPIs
• Analyze performance data and provide actionable insights for decision-making
• Lead, mentor, and develop a team of Workforce Analysts and Managers
• Act as liaison between workforce management and Operations, HR, and IT
• Oversee implementation and optimization of workforce management software and telephony systems
• Ensure adherence to company policies, industry regulations, and quality/performance standards

Senior Workforce Manager

• Maintain a positive, empathetic, and professional attitude towards customers at all times
• Respond promptly to customer inquiries via phone, email, and social media channels
• Acknowledge and resolve customer complaints with efficiency and empathy
• Utilize our knowledge base to find answers to product-specific questions
• Process orders, tickets, and requests accurately and efficiently
• Keep detailed records of customer interactions, transactions, comments, and complaints in our system
• Collaborate with colleagues to ensure seamless communication and coordination
• Provide feedback on the efficiency of the customer service process to help us continually improve

Customer Service Representative

Customer Support

• Serve as primary link between company and current and potential clients, providing top-notch assistance over the phone
• Handle inbound and outbound client calls in a timely manner
• Follow company’s call center scripts
• Respond to customer needs efficiently and accurately, including troubleshooting problems, fielding complaints, and assisting with other issues
• Work with clients 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 for follow-up
• Make sales or recommend additional services and products to customers
• Attend all necessary training as needed

Bilingual Customer Service Representative

Frontend Engineer

• A detail-oriented and creative UI Developer with a strong focus on building clean, accessible, and responsive user interfaces using HTML5, CSS3, and modern front-end best practices.
• Key Responsibilities: Convert UI/UX designs and wireframes into well-structured, standards-compliant HTML/CSS
• Build and maintain responsive layouts that adapt seamlessly across devices and screen sizes
• Ensure cross-browser and cross-platform compatibility for all UI components
• Optimize front-end code for performance, accessibility, and maintainability
• Collaborate with designers to refine UI/UX and maintain consistency across projects
• Maintain and update design systems, reusable styles, and components
• Troubleshoot UI-related issues and participate in QA and review processes
• Ensure adherence to branding guidelines and visual standards

UI Developer

Database Administrator

• Design, implement, and maintain scalable database architectures.
• Monitor database performance, optimize queries, and troubleshoot issues.
• Manage backups, recovery, and disaster recovery processes.
• Collaborate with development teams to optimize database queries and structures.
• Ensure database security and compliance with organizational policies.
• Plan and execute database upgrades and migrations as needed.
• Automate routine database tasks using scripts or tools.
• Provide support for database-related issues during development and production.
• Develop and manage ETL (Extract, Transform, Load) processes.
• Collaborate with software development teams to design database architectures for new features.
• Implement data transformation and migration pipelines between databases.

Database Administrator, MariaDB/MySQL/Cassandra/SQL Server

Product Designer

• Convert UI/UX designs and wireframes into well-structured, standards-compliant HTML/CSS
• Build and maintain responsive layouts that adapt seamlessly across devices and screen sizes
• Ensure cross-browser and cross-platform compatibility for all UI components
• Optimize front-end code for performance, accessibility, and maintainability
• Collaborate with designers to refine UI/UX and maintain consistency across projects
• Maintain and update design systems, reusable styles, and components
• Troubleshoot UI-related issues and participate in QA and review processes
• Ensure adherence to branding guidelines and visual standards

UI/UX Developer

Backend Engineer

• Design, develop, and maintain scalable and secure backend services using C# and .NET/.NET Core.
• Build and document RESTful APIs for internal and external consumption.
• Implement data access layers using Entity Framework Core.
• Write clean, maintainable, and testable code following best practices and design patterns (Decorators, Commands).
• Participate in code reviews, provide constructive feedback, and ensure adherence to coding standards.
• Troubleshoot, debug, and resolve application issues in production and development environments.
• Integrate with third-party APIs and services, ensuring reliability and performance.
• Contribute to the architecture and design of microservices and distributed systems.
• Maintain CI/CD pipelines and support automated deployment processes.
• Keep up-to-date with emerging backend technologies and recommend improvements.

.NET Backend Developer

• Design, develop, and maintain scalable and secure backend services using C# and .NET/.NET Core.
• Build and document RESTful APIs for internal and external consumption.
• Implement data access layers using Entity Framework Core.
• Write clean, maintainable, and testable code following best practices and design patterns (Decorators, Commands)
• Participate in code reviews, provide constructive feedback, and ensure adherence to coding standards
• Troubleshoot, debug, and resolve application issues in production and development environments
• Integrate with third-party APIs and services, ensuring reliability and performance
• Contribute to the architecture and design of microservices and distributed systems
• Maintain CI/CD pipelines and support automated deployment processes
• Keep up-to-date with emerging backend technologies and recommend improvements