Current Openings

Sales and Marketing

Requirements:

• Preferably a graduate of a Business course with good Marketing/Sales perspective
• Excellent oral and written communication skills
• High level of maturity and assertiveness
• Advanced knowledge of Ms Excel, Word, and Powerpoint
• Persuasive, with strong interpersonal and negotiation skills
• Can deal with people from all levels of an organization
• Innovative and resourceful
• Can work with minimum supervision
• Prior inbound/outbound sales will be a major plus.
• Understanding of BPO/ Call Center space desired.
• Should be willing to work on graveyard shifts/ US timings

Responsibilities:

• You should be confident of generating a lead, opening discussions with the client, providing the client with required inputs, submitting the proposal and leading the account to a closure.
• You will be required to interact with Operations Head, Customer Service Head, IT Head and other (C-level) Senior Management profile in the US on the phone.
• You will be tasked to maintain, manage and expand the organization's business relationships with existing clients and explore new business opportunities
• You should be able to understand and execute efficient sales methodologies

Compensation: As per industry standards.

Requirements:

• Graduate with an MBA preferred
• 2 - 4 years of experience in calling international clients from India for offshore services
• Prior US cold-calling experience will be a major plus.
• Should have worked at generating sales leads for BPO or IT Services organization.
• Excellent oral and written communication skills.
• Understanding of BPO/ Call Center space desired.
• Should be willing to work US/ UK timings

Responsibilities:

• You should be confident of generating a lead, opening discussions with the client, providing the client with required inputs, submitting the proposal and leading the account to a closure.
• You will be required to interact with Operations Head, Customer Service Head, IT Head and other (C-level) Senior Management profile in the US on the phone.
• You will work along with the iTouchPoint front-end sales team in the US.
• Should be willing to relocate to the US in 1-2 years if Sales performance in Bangalore meets organization's expectations.

Compensation: As per industry standards. Attractive Incentive packages.

Billing and Reporting

Requirements:

• Graduate - 2 years of sound experience in handling call center billing operations (preferably DA).
• Excellent command of English language with a minimal accent.
• Knowledge of MS-SQL.
• Knowledge of Crystal Enterprise.
• Working knowledge of FTP, SFTP Management.
• Experience with NDM (Connect:Direct) will be an advantage.
• Working knowledge of office productivity software (email, word processing, spreadsheets) essential.
• Excellent inter-personal and communication skills (written & verbal) essential.
• Should be a team player and a fast learner.
• Experience in dealing with customers in a 24x7 support scenario essential.
• Preferably staying close to the office.

Responsibilities:

• Verify and process daily data downloads.
• Verify and process daily data output.
• Verify and process monthly invoice and CDR files.
• Managing Crystal Enterprise
• Act as the single point of contact for customers with billing, for queries.
• Interface with Accounting department.
• Create and manage FTP directories, usernames, passwords and access restrictions.
• Work with development team to coordinate access to extranet.

Compensation: As per industry standards.

Information Technology

Requirements:

• Bachelor's Degree in Computer Science, or information systems, or bachelor's degree in any field plus 3-5 years broad experience working with networks, minicomputers, microcomputers and related operating systems.
• Ability to communicate well with both technically literate and those with no computer background.
• Conflict resolution and staff management skills.
• Ability to collect and prepare data, and to present clear analysis of such data
• Ability to work under heavy time pressure.
• Willing to work under flexible timings.

Responsibilities:

• Recommendation for Purchasing. Makes recommendations to Admin Department regarding the purchase of equipment.
• Designing. Plans and designs network architecture and its related computing environment, including but not limited to computer hardware, systems software, applications software, and all configurations.
• Installation. Installation or re-installation of operating system and software especially during a system start-up or upgrade.
• Administration. Plan and track network related projects and write proposals if needed and troubleshoot both operating system software and hardware. It also includes installation of patches, network drivers and the setting up, adjustment and/or connection of new network products. Refine network load distribution by maintaining data communication service at appropriate levels.
• Monitoring. Monitors network at different user loads and identifies response time variations.
• Training. Trains customers on the use of local or wide area networks. They develop step-by-step written guides for activities such as the use of E-Mail, shared data files, and other options available on network systems.
• Support. Troubleshoots specific problems presented by end users.
• Security. Creates user accounts and passwords, user rights and privileges, maintain a variety of logs and keeps up to date the pattern of the anti-virus as well as manage the firewall and implement a backup and recovery procedure.
• Disaster Recovery Program. Plans and executes the disaster recovery program or business continuity plan.
• Documentation. Documents policies and procedures related to network and systems and services that the IT Department can provide.
• Network and Data Communication. Properly administer network and data communication facility like internet, WAN infrastructure including connections to ISP and coordination with telecommunication provider.

Expected Deliverables

• Reliable, Stable and Scalable Network environment.
• Secured data, hardware, software and network operating system.
• Training and documentation of network environment and services.

Compensation: As per industry standards. 

IT Support Staff

Requirements:

• Engineering graduate (BSCoe, BSECE, BSCS)
• With good background in computer hardware and software installation.
• Good background in networking (TCP/IP, VoIP) and telephony concepts. Cisco equipment exposure will be an advantage.
• Prior experience as Tech. Support in a call center setup will be an advantage.

Responsibilities:

• Provide Technical Support to International Call Center Operations in ensuring a reliable 24/7 system availability.
• Responsible for troubleshooting, maintenance, installation of network switches, routers, PC workstations and servers and PBX system.
• Install and Maintain LAN and Telephone System/Cabling for all users.
• Prepare technical reports, develops and updates user manuals and documentation.
• Monitors problems/change activities and coordinates the involvement of affected user, developer and vendor to ensure effective implementation of new or enhanced systems and resolution of user problems.
• Various other duties as specified by immediate superior.

Compensation: As per industry standards.

Customer Care

Requirements:

• College graduate, Bachelor's Degree or the recognized equivalent in work experience and self-study.
• At least 1 year experience in a Call Center environment.
• Computer literate with excellent oral and written communication skills.
• Good interpersonal skills.
• Proven analytical and problem solving ability.
• Willing to work under flexible timings.

Responsibilities:

• Responsible for supervising a team composed of fifteen (15) to twenty (20) Customer Care Associates to ensure that the team is able to meet the program goal through monitoring, one on one coaching and mentoring.
• Efficiently handle escalated calls to ensure immediate resolution and customer satisfaction.
• Responsible for overseeing and developing Customer Care Associates.
• Monitor and motivate the team to enhance the team performance in the areas of productivity, quality (communication skills and technical expertise), customer satisfaction, employee satisfaction, and employee development.
• Lead, schedule and coordinate meetings, team projects and activities.
• Address daily issues affecting the team.
• Conduct employee performance reviews and evaluations, and develops Customer Care Associate career path.
• Help develop and maintain Call Center operating structures.
• Prepare, analyze and manage team through statistical analysis of reports.
• Manage and coordinate the implementation of new products and technologies.

Compensation: As per industry standards.

Human Resources

Requirements:

• College degree, preferably psychology or behavioral science major
• Masters degree in business administration, industrial relations or human resources management will be an advantage
• Minimum 10 years work experience in Human Resources, with hands-on exposure in employee/labor relations, job evaluation, performance appraisal, strategic rewards and succession planning
• Working knowledge of recruitment, training and compensation/benefits administration
• Knowledge of Philippine Labor Law and its practical applications in the corporate disciplinary process
• Adept in formulating and implementing HR policies
• Excellent oral and written communication skills, with the ability to interact with all levels of the organization
• Outstanding leadership and people skills

Responsibilities:

• Plan, organize and implement strategies, projects and interventions related to career management and employee relations
• Recommend policies related to performance management, employee promotion and job evaluation
• Spearhead disciplinary process by chairing discipline committee
• Oversee issuance of disciplinary related-documents (i.e. show-cause memos, suspension/termination memos, etc.)

Compensation: Negotiable.