Support Services Group

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

Bilingual Customer Service Representative

Project Manager

• Manage large-scale BPO implementation projects
• Work closely with clients to define project goals, timelines, and deliverables
• Develop detailed project plans, timelines, and resource allocation strategies
• Coordinate cross-functional teams, vendors, and stakeholders
• 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
• Maintain comprehensive project documentation
• Provide regular updates to internal leadership on project progress
• Lead, guide, and mentor junior implementation managers and project coordinators

Project Manager – Client Implementation, Onboarding

Program Manager

• Oversee a network of ~3,000 agents across multiple outsourcing partners
• Validate daily staffing vs. committed projections from each vendor
• Monitor daily schedule adherence, shrinkage, or interval compliance
• Authorize, deny, or ask vendors for OT or VTO
• Drill down on daily / weekly / monthly outliers
• Apply threshold actions if consecutive intervals missed
• In shared networks, re-route volume as applicable per the thresholds
• Lead daily 15 minute huddles with all vendors to review the day before and today’s game plan
• Issue formal warnings for missed metrics
• Act as a point of contact if vendor claims system issues or tool slowness
• Apply occupancy monitoring
• Perform random audits of billable hours
• Design and execute the placement strategy for 3,000+ team members
• Rigorous management of vendor KPIs (CSAT, AHT, Quality, Attrition)
• Conduct Weekly/Monthly Business Reviews (WBR/MBR)
• Monitor billing to ensure zero financial wastage
• Strict enforcement of Master Services Agreements (MSAs) and SOWs
• Coordinate with Workforce Management (WFM) to ensure correct staffing for seasonal peaks
• Ensure operational processes are consistent across all vendors
• Monitor vendor health and operational stability.

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 the daily operations of the Global Command Center
• Lead, mentor, and develop a team of Real-Time Analysts
• Serve as the primary point of escalation for operational incidents
• Oversee the operational performance of BPO vendors
• Standardize communication protocols between internal Command Center and vendor WFM teams
• Conduct weekly and monthly operational reviews with vendor partners
• Audit WFM processes to identify inconsistencies and recommend changes
• Drive the adoption of industry best practices for 'line adherence'
• Act as the workforce expert, working with IT/admins to ensure the WFM platform is properly set up
• Develop standardized dashboards that provide a 'single pane of glass' view of global performance.

Global Command Center 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

• 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