Summary / Objective: The Training Manager is responsible for developing, implementing, and evaluating the organization's training and development programs. The ideal candidate will have experience in training development, adult learning principles, and instructional design. Essential Functions: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 1. Coach and mentor training coordinators and trainers to help them develop their skills and knowledge.2. Observe and evaluate call center performance to identify opportunitiesfor training and development.3. Develop and implement training programs for new and experienced call center agents on call center procedures, product knowledge, and customer service skills, aligned with the company's overall goals and objectives.4. Evaluate the effectiveness of training programs and make necessary adjustments to ensure that call center agents are meeting and exceeding performance standards.5. Collaborate with call center managers to develop and implement the call center's annual training plan, ensuring that it is aligned with the company's overall goals and objectives.6. Provide monthly feedback to training coordinators on their performance and the results of trainer surveys, with clear and actionable suggestions for improvement.7. Attend account meetings between account managers, training coordinators, and trainers to track the status of the account, identify opportunities for improvement, and gather feedback from account managers.8. Maintain and update all training records to ensure accuracy and compliance. Competencies: • Communication• Business Acumen• Takes initiative and manages execution• Authentic, open, adaptable, and flexible• Builds collaborative relationships• Understands the business Qualifications:• Bachelor's degree in a related field, such as education, business, or communication.• 3+ years of experience in training development, instructional design, or a related field.• Experience with adult learning principles and best practices.• Strong organizational and time management skills.• Excellent communication and interpersonalskills.• Ability to develop and deliver effective training programs.• Ability to work independently and as part of a team.• Experience with learning management systems (LMS) is a plus.• Experience with training on specific call center software or systems is a plus.• Proficient computer skills including MS Office. Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as a computer, photocopies,scanner, shredders, and file cabinets. Position hours / Expected hours to work:This is a full-time position. 5 days a week, hours of work may vary depending on account needs, based on location. Disclaimer:The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification, its not designed to contain or to be interpreted as comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.Employer reserves the right to modify this job description, including by adding, removing, and altering job duties. Training Coordinator Specific Duties• Coach and mentor training coordinators and trainers to help them develop their skills and knowledge.o This means providing training coordinators and trainers with the support and guidance they need to improve their skills and knowledge. This can be done through one-on-one coaching, group workshops, or online resources.• Observe and evaluate call center performance to identify opportunitiesfor training and development.o This means regularly observing call center agents at work and reviewing call center performance data to identify areas where training can be used to improve performance.• Develop and implement training programs for new and experienced call center agents on call center procedures, product knowledge, and customer service skills, aligned with the company's overall goals and objectives.o design and delivering training programs that teach call center agents the skills and knowledge they need to be successful in their jobs. These programs should be aligned with the company's overall goals and objectives, as well as the specific needs of the call center.• Evaluate the effectiveness of training programs and make necessary adjustments to ensure that call center agents are meeting and exceeding performance standards.o This means collecting feedback from call center agents and supervisors to assess the effectiveness of training programs. The trainer manager can then use this feedback to make necessary adjustments to the programs, ensuring that they are meeting the needs of the call center and helping agents to achieve their performance goals.• Collaborate with call center managers to develop and implement the call center's annual training plan, ensuring that it is aligned with the company's overall goals and objectives.o This means working with call center managers to identify the training needs of the call center for the upcoming year and to develop a training plan to address those needs.• Provide monthly feedback to training coordinators on their performance and the results of trainer surveys, with clear and actionable suggestions for improvement.o Meet with training coordinators on a monthly basis to provide feedback on their performance and the results of trainer surveys. The feedback should be specific, constructive, and actionable.• Attend account meetings between account managers, training coordinators, and trainers to track the status of the account, identify opportunities for improvement, and gather feedback from account managers.o Attending meetings between account managers, training coordinators, and trainers to discuss the status of the account, identify opportunities for improvement, and gather feedback from account managers. This feedback can be used to improve the training programs and to ensure that they are meeting the needs of the accounts.• Maintain and update all training records to ensure accuracy and compliance.o Keep all training records up to date and accurate. This includes records of training programs, training materials, and training completion certificates. It is important to keep accurate training records to ensure compliance with company policies and regulations on Monday, SharePoint and PaySpace

Summary / Objective: We are seeking a training professional with BPO experience that wants to grow and join a winning team. Organize and facilitates Training staff to deliver and analyze DASH BPO approved.new hire and developmental training included but not limited to Systems, policies. and procedures and leadership standards, DASH and industry guidelines and Microsoft programs. Depending on programs and initiatives. Essential Functions: 1. Reasonable accommodation may be made to enable individuals withdisabilities to perform the essential functions.2. Lead the new hires during training and initial period of employment andensure all associates task and responsibilities are completed to meet DASH.and client standards and expectations.3. Submit productivity reports. New hire training surveys and new hireperformance.4. Deliver and facilitate training programs for areas of improvement based onbusiness needs.5. Participate in projects performed by the training departments.6. Perform other duties as assigned by management7. Understands and can apply principles of adult learning to training.development and delivery. Competencies: 1. Accountability2. Adaptability3. Communication4. Inclusiveness5. customer focus6. occupational knowledgetechnology orientation Qualifications: • Related degree or equivalent relevant work experience• Must be fluent in English, both oral and writtenlanguage skills• Proficient computer skills including MS Office.   Should you meet the above requirements do not hesitate to apply now.

Job Description: The Business Data Analyst will play a key role in supporting business operations by collecting, analyzing, and reporting data. This role involves managing daily and weekly analytics, ensuring data accuracy and integrity, and providing actionable insights to improve decision-making and operational performance. The ideal candidate will demonstrate advanced technical skills, particularly in Microsoft Excel, and possess a proactive approach to problem-solving in a dynamic environment.   Responsibilities: High school diploma required and bachelor's degree desired. Emphasis in math, statistics, and analytical disciplines is a plus.  Fluent in English and Spanish, with strong verbal and written communication skills.  Collect and organize data from various sources to ensure accurate and complete datasets.  Perform in-depth analyses using statistical and mathematical modeling techniques to uncover trends, anomalies, and areas of opportunity.  Develop, maintain, and present detailed reports to management, ensuring timeliness and accuracy. Create dashboards, charts, and visualizations to simplify complex data and communicate insights effectively. Partner with departmental leadership to monitor operational, financial, and functional metrics for improved performance.  Collaborate with the Business Intelligence team to design automated reporting solutions.  Continuously enhance data management and reporting systems for efficiency and scalability. Recommend and implement process improvements based on data-driven insights. Ensure adherence to all security, privacy, and confidentiality regulations in handling sensitive data. Support ad hoc analytical requests and provide insight for strategic decision-making. Execute any additional assignments as required to support team objectives. Qualifications for Business Data Analyst Prior experience in workforce management analytics and report building is advantageous. Advanced expertise in Microsoft Excel, including pivot tables, complex formulas, and data visualization tools. Experience with reporting software or platforms such as Power BI, Tableau, or similar tools is a plus. Exceptional numeracy and problem-solving abilities. Ability to synthesize large datasets into actionable insights and recommendations. Proven ability to collaborate with diverse teams and present findings to various levels of stakeholders. Demonstrated ability to manage multiple projects and deadlines effectively. Strong organizational skills and adaptability to dynamic environments. Detail-oriented with a high degree of accuracy in all deliverables. Creative, responsive, and proactive in solving complex challenges. Self-starter capable of working independently with minimal supervision. Ability and willingness to work flexible hours to cover all times for support in a 24/7 environment, if needed.

Timekeeper Analyst Job Description The Timekeeper Analyst will monitor and record employee work hours, analyze timekeeping data, ensure compliance with policies and regulations, resolve discrepancies, and support workforce management with accurate data and insights. The role requires strong analytical skills, attention to detail, and proficiency in timekeeping systems and data analysis tools. The Timekeeper Analyst is key to ensuring accurate employee time tracking and compliance with regulations. Responsibilities include maintaining timekeeping records, resolving discrepancies, and providing insights to enhance payroll and workforce management. This role supports our 24x7 operations across multiple global locations, playing a crucial part in optimizing workforce efficiency and ensuring accurate payroll.   Job Responsibilities and Requirements:  Monitor and record employee work hours using the company’s timekeeping system. Ensure timely and accurate entry of clock-in, clock-out, and break times. Conduct regular audits of timekeeping records to ensure completeness and accuracy. Analyze timekeeping data to identify trends, discrepancies, and opportunities for improvement. Generate reports on employee time, absences, and turnover rates. Ensure adherence to all relevant labor laws and company timekeeping policies. Escalate and resolve any discrepancies or policy violations with appropriate actions. Investigate and resolve any discrepancies in time entries. Liaise with employees and supervisors to rectify timekeeping issues promptly. Train employees and supervisors on the use of the timekeeping system and related policies. Develop and maintain training materials and user guides. Provide ongoing support to system users to ensure operational efficiency. Timekeeper Analyst Qualifications Minimum 1-2 years in a Contact Center environment, preferably with experience in workforce management. Proven experience with timekeeping functions and data analysis. High school diploma required; a Bachelor’s degree in Business Administration, Human Resources, Data Analytics, or a related field is preferred. Proficiency in Microsoft Excel and other MS Office applications. Familiarity with labor laws and regulations relevant to timekeeping and payroll. Strong analytical, problem-solving, and critical thinking abilities. Capable of conducting thorough investigations and resolving issues efficiently. Demonstrates a consistent focus on delivering measurable results within strict deadlines. Excellent at communicating complex concepts clearly and effectively. Strong interpersonal skills, with the ability to collaborate effectively across teams. Independent and proactive in managing tasks. Exercises sound judgment; knows when to escalate issues to leadership. Able to maintain confidentiality and discretion in handling sensitive information. Ability to plan, organize, and prioritize work in a fast-paced, deadline-oriented environment. Willing and able to work flexible hours to support a 24/7 global operation. Please review the outlined responsibilities and qualifications. While this represents our ideal candidate profile, we remain open to considering individuals who may not meet every listed requirement but demonstrate strong experience, potential, and a proven ability to succeed in the role.

Job DescriptionReal-Time Analyst, work closely with Operations, monitor the incoming volume in the queues, report on daily attendance, notify any deviations in real-time, and ensure the compliance of the service levels goals to deliver consistent performance.The Real-Time Analyst is responsible for monitoring the contact center staffing and workload on a real-time basis to identify the need for any adjustments. Our company operates 24/7 with multiple locations around the world. The objective of this position is to optimize service and consistency of results to ensure the most efficient use of the staffing resources balanced with maximum employee retention. Responsibilities and Requirements:  Track all elements of workload to determine if they are within acceptable ranges of the forecast and plan. These include contact volume, AHT, and staff shrinkage. Identify any agent who is not in an available state at the start time of the assigned shift. Notify the team leader if the absence is unaccounted for and continues for longer than five minutes. Answer the agent "call out" line to gather information on absences, tardiness, and other scheduling changes. Enter these changes into the WFM system as close to real-time as feasible. Identify and maintain compliance with any regulations, rules, or agreements that affect changes to personnel schedules such as application of overtime. Develop knowledge of the call routing systems to ensure proper utilization of the distribution rules as the center's needs evolve over the day. Manage the tradeoffs of budget restrictions and personnel desires. Develop daily report on the status of forecast versus actual workload, trend, planned versus actual agents available, and any changes needed for the rest of the day. Communicate the daily report information hourly and if necessary, set up a 10:00 am group meeting including the call to action and identification of responsible parties as required. Make real-time adjustments for team meetings, training, coaching, and other off-phone tasks as required. Work with individual requests for schedule changes within the day balancing center and agent needs. Refer agents to team leaders as needed to resolve challenging situations. Review the prior day's ACD statistics fed into the WFM system to ensure accuracy and separation of event-driven workload from the "normal" workload for forecasting purposes Develop analyses that identify opportunities for changes that will improve operational efficiency, consistency of results, and/or employee satisfaction. And any other assignments required. Real-Time Analyst Qualifications:  A minimum of 1- or 2-years’ experience working in a Contact Center environment. Workforce management experience preferred.  High school diploma required and bachelor’s degree desired. Emphasis in math, statistics, and analytical disciplines is a plus. Demonstrated knowledge of computer basics including Microsoft Excel. Ability to communicate complex concepts effectively. Must be an initiative-taker and be able to work in collaboration with others. Must be independent and capable of working with little management supervision. Investigates issues and problems thoroughly and can resolve them in a reasonable period. A critical thinker with the ability to contribute to challenging assignments in a business-critical environment. Focus on measurable results consistently delivered on a timely basis. Ability to plan, organize and prioritize work assignments in a deadline-oriented environment. Ability and willingness to work flexible hours to support in a 24x7 environment, if needed. Please review the outlined responsibilities and qualifications. While this represents our ideal candidate profile, we remain open to considering individuals who may not meet every listed requirement but demonstrate strong experience, potential, and a proven ability to succeed in the role.

As a Real-Time Analyst, you will work closely with Operations, monitor the incoming volume in the queues, report on daily attendance,notify any deviations in real-time and ensure the compliance of the service levels goals to deliver consistent performance. Floor management Monitor the key performance indicators (KPIs) and provide alerts when any metric is out of the target• Take actions before events that affect the indicators (change the routing profile or skill, re-assign the task to the resources,re-scheduling lunchtimes or break times, pre-shift, coaching sessions, etc.)• Notify the supervisors of agents outside of their schedule (absenteeism, tardiness, lunch and break out of time, or excess oflunches or breaks)• Provide alerts for atypical call volume (volume increase or decrease)• Follow up on the status of the agents and maintain control of the AHT• Ensure that the work tools are working correctly, both management and operational• Make constant tests of the Interactive Voice Response (IVR), or Softphone are working properly• Escalate and document incidents of tools or events that impact the indicators Reports • Build, modify, update, analyze and interpret the content of reports• Daily update of operational management reports (attendance, performance, executive reports, among others)• Daily update of the WFM reports (accuracy in the intraday forecast, incident report, among others)• Evaluate and detect deviations and propose continuous improvements• Perform graphical analysis of correlations, variables, Pareto, among othersForecasts, Schedules, and Service Level• Review the call inflow pattern and the required resource to comply with the demand, analyze trends and come up withsuggestions or recommendations such as schedule movement or others. Maintain the confidentiality of the information handled by our enterprise, the client, and the end-user, meaning that the information.must not be used for purposes other than those authorized by the company.

Calling all contact center agents that are willing to work night shift US hours. Requirements: Experience in Sales or Telemarketing. Collection experience in contact center (essential) Experience in Customer Service. Experience in Sales. Must have 6-12 months contact center experience or high-end retail. International BPO experience advantageous.   Job Description: Correctly manage time during contact without neglecting quality objectives (Doing the job correctly with Efficiency). Show in each contact active listening or reading, disposition, kindness, empathy, enthusiasm, patience and added value / extra mile (end user satisfaction). Achieve resolution in the first contact according to their empowerment and assertive escalation when required (sense of urgency). Use of common sense and critical mind. Comply with defined procedures and correct use of work tools. Commitment to continuous improvement and compliance with the improvement actions agreed with your superior in a timely manner. Comply with security and confidentiality policies defined by the company and our client. Report immediately to your immediate superior any incident or event that prevents you from performing your job duties. Report immediately to your immediate superior or management team any incident or event that exposes the safety of the staff, the client or the company. Perform any function or task at the request of your immediate supervisor.   Competencies:   Focused on Goals. Positive attitude. Self-confidence. Attention to detail. Strong sense of resilience.  

Job Description Workforce Supervisor The workforce management supervisor is responsible for the daily operational oversight of a workforce management team. The workforce management supervisor directs the work of the workforce management team to meet set service level goals. The workforce management team is primarily responsible for forecasting workloads, forecasting resources required to process workloads, scheduling resources, managing real-time adjustments to resources, and generation of reporting and analysis required to manage these processes efficiently. Responsibilities and Requirements Proven ability to oversee and facilitate complex forecasting, capacity planning, and scheduling in a call center and back-office work environment to achieve service level goals in a cost-effective manner. Provide management with necessary information to enable them to effectively manage their workgroups. Real-Time Communication (Outages, Service Level/Abandon Rates). Monitor Real-Time across the business to ensure SLAs met. Monitors attainment of objectives and adapts quickly to changing business conditions. Provide leadership, coaching and work direction to the WFM team. Through strong leadership, develops a collaborative work environment for employees. Identifies opportunities to streamline processes and incorporates these improvements to work procedures. Effectively supervise and mentor multiple employees. Participates in root cause analysis and recommends changes & improvements. Ensures that all policies and procedures are adhered to, and standards met. Monitor and ensure staff attendance and performance. Sets a leadership example with peers and staff. Provides corrective feedback, as necessary. Assists in resolving personnel issues and counselling. Proactively analyze data and make recommendations/decisions based on data regarding real time actions, meeting scheduling, and other offline requests. Communicate with WFM Team and Contact Center Leadership on exceptional events that anticipates impacting our service metrics and the actions taken to mitigate the impact of these events on key metrics. And any other assignments required.   Workforce Supervisor Qualifications Minimum of three years of experience working in a contact center environment with at least two years of WFM experience. High school diploma and bachelor's degree required. Emphasis in math, statistics, and analytical disciplines is a plus. Strong scheduling, and forecasting experience Demonstrated knowledge of computer basics including Microsoft Excel. Excellent organizational and analytical skills, the ability to perform and provide results in a fast paced, collaborative environment. Experience with statistical analysis a bonus. Demonstrated competency in resource and project management: organizing work, providing leadership to staff, establishing measures for success, and managing to deliverables. Advanced communication and interpersonal skill sets. Excellent negotiation skills required for this role due to the wide variety of lines of business that supported by this role. Must demonstrate the ability to achieve outcomes that aligned with business strategies and/or acceptable compromises. Knowledge of HR Policies & Procedures, Labor Laws, Comfortable using/accessing multiple systems, Effective use of tools and resources. Must be able to read, write, speak, and understand the English language and possess good oral and written communication skills. Ability and willingness to work as needed to meet the business needs. Experience with a commercial WFM software package desired (with experience on the tool used in this center an added factor).  

Calling all contact center agents that are willing to work night shift US hours. Requirements: Experience in Sales or Telemarketing. Experience in Customer Service. Experience in Sales. Must have 6-12 months contact center experience or high-end retail. International BPO experience advantageous.   Job Description: Correctly manage time during contact without neglecting quality objectives (Doing the job correctly with Efficiency). Show in each contact active listening or reading, disposition, kindness, empathy, enthusiasm, patience and added value / extra mile (end user satisfaction). Achieve resolution in the first contact according to their empowerment and assertive escalation when required (sense of urgency). Use of common sense and critical mind. Comply with defined procedures and correct use of work tools. Commitment to continuous improvement and compliance with the improvement actions agreed with your superior in a timely manner. Comply with security and confidentiality policies defined by the company and our client. Report immediately to your immediate superior any incident or event that prevents you from performing your job duties. Report immediately to your immediate superior or management team any incident or event that exposes the safety of the staff, the client or the company. Perform any function or task at the request of your immediate supervisor.   Competencies:   Focused on Goals. Positive attitude. Self-confidence. Attention to detail. Strong sense of resilience.

Job Summary: The Call Center Agent will be responsible for contacting recently discharged patients toschedule follow-up appointments with a Nurse Practitioner. This role plays a critical part inensuring continuity of care and improving patient outcomes by proactively managing post discharge follow-up scheduling. The agent will handle both inbound and outbound calls,provide accurate appointment details, and document all interactions within the system. Key Responsibilities: • Outbound Calls: Proactively reach out to discharged patients to schedule follow-upappointments with the assigned Nurse Practitioner.• Inbound Calls: Handle incoming calls from patients needing assistance withappointment scheduling, rescheduling, or general inquiries.• Appointment Coordination: Work with the clinical scheduling system to book,confirm, or modify appointments based on availability and patient preferences.• Patient Education: Provide clear and compassionate information regarding theimportance of follow-up care and address any initial concerns.• Documentation: Accurately record call details, patient preferences, andappointment confirmations in the electronic health records (EHR) system.• Compliance & Confidentiality: Adhere to HIPAA regulations and company policiesto maintain patient privacy and data security.• Escalation Management: Identify and escalate urgent medical concerns or patientdissatisfaction to the appropriate healthcare team.• Customer Service Excellence: Deliver a warm, empathetic, and professionalexperience to all patients, ensuring high levels of patient engagement andsatisfaction.• Collaboration: Coordinate with medical offices, Nurse Practitioners, andadministrative staff to ensure seamless scheduling. Required Qualifications: • Education: High School Diploma or GED required; Associate’s or Bachelor's degreein healthcare, business, or communication preferred.• Experience: 1-2 years of experience in a call center, healthcare, or customer servicerole (preferred but not mandatory).• Technical Skills: Experience with scheduling software and electronic health records(EHR) is a plus. Proficiency in Microsoft Office (Word, Excel, Outlook).• Communication Skills: Excellent verbal and written communication skills. Strongactive listening and problem-solving skills.• Soft Skills: Patient and empathetic demeanor, especially when speaking withrecently discharged patients. Ability to multitask in a fast-paced environment. Highattention to detail and accuracy in data entry. Preferred Qualifications: • Previous experience in healthcare call centers, patient engagement, or medicalscheduling.• Familiarity with HIPAA compliance and medical terminology

Job Summary: The IT Helpdesk Technician provides technical support and assistance to end-users regarding hardware, software, and network-related issues. This role is critical in ensuring the smooth operation of IT services, maintaining high levels of user satisfaction, and contributing to the overall efficiency of the organization’s technology infrastructure. Key Responsibilities: Technical Support: Provide first-level support to users via phone, email, and in-person for all IT-related issues. Diagnose and troubleshoot hardware, software, and network problems. Escalate complex issues to higher-level support or specialized technicians when necessary. Incident Management: Record, track, and document helpdesk requests, including all actions taken to resolve the issues. Follow up with users to ensure issues are resolved satisfactorily and in a timely manner. Maintain accurate records of incidents and resolutions in the helpdesk system. User Assistance and Training: Assist users with the installation, configuration, and ongoing usability of system hardware and software. Conduct basic user training and create documentation on common issues and resolutions. System Maintenance: Perform routine maintenance tasks on computer systems and other IT equipment. Assist in the deployment and setup of new hardware and software. Monitor and maintain network systems and ensure security protocols are followed. Collaboration and Communication: Collaborate with other IT team members to resolve issues and implement new technologies. Communicate effectively with users to understand their needs and provide clear instructions and updates. Stay updated on the latest technology trends and solutions to provide informed support. Requirements: Education: Associate degree in Information Technology, Computer Science, or related field. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus. Experience: Minimum of 1-2 years of experience in an IT support role. Technical Skills: Proficiency in Windows and Mac OS environments, basic networking, and common software applications. Experience with helpdesk software is preferred. Soft Skills: Excellent problem-solving skills, strong customer service orientation, effective communication abilities, and the ability to work both independently and as part of a team.  

Contact Centre Architect Job Description The Contact Centre Architect will lead the design, implementation, and optimization of contact center solutions, integrating CRM and telephony systems to deliver seamless customer experiences. This role includes troubleshooting, conducting gap analyses, and collaborating with clients to ensure alignment with business objectives. Key Responsibilities Architectural Design: Develop and implement end-to-end contact center solutions, incorporating telephony, IVR, routing, workforce management, and reporting. Conduct gap analyses to identify improvements in CRM and telephony systems. Scale CRM telephony systems and deploy new instances as needed. Collaboration: Collaborate with clients to gather and analyze business requirements for contact center solutions. Lead technical discussions to align designs with client objectives and address challenges. Technical Leadership: Develop detailed architectural designs, including system diagrams, data flows, and integration points. Provide training to project teams, including developers, engineers, and system administrators. Implementation & Testing: Guide implementation teams through technical specifications and designs. Conduct system testing to ensure reliability, scalability, and performance. Continuous Improvement: Troubleshoot CRM and telephonic systems to address issues proactively. Stay updated on industry trends, emerging technologies, and best practices. Qualifications Minimum Requirements: Certification in Telephony systems 8+ years of experience as a Contact Center Solution Architect, focusing on cloud or on-premise contact center solutions. 5+ years of experience as Senior Architect In-depth knowledge of contact center technologies, including telephony, IVR, ACD, routing, workforce management, and reporting. Strong understanding of CRM systems and their integration with contact center technologies. Excellent analytical and problem-solving skills, with the ability to translate business requirements into technical solutions. Exceptional communication skills to articulate technical concepts to non-technical stakeholders. Certification in CRM or contact center technologies. Familiarity with AI-driven contact center enhancements, such as chatbots and predictive analytics.

Real-Time Analyst As a Real-Time Analyst, you will collaborate closely with the Operations team to monitor incoming queue volumes, report daily attendance, address real-time deviations, and ensure compliance with service level goals to maintain consistent performance. Floor Management: Monitor key performance indicators (KPIs) and issue alerts if any metrics fall outside of target. Proactively address issues affecting KPIs by adjusting routing profiles or skills, reassigning tasks, rescheduling breaks or lunchtimes, and organizing coaching sessions. Inform supervisors of agents who are not adhering to their schedules, including issues like absenteeism, tardiness, or deviations in break times. Alert supervisors to unusual call volume patterns, such as significant increases or decreases. Track agent status and manage Average Handle Time (AHT) effectively. Ensure all operational and management tools are functioning correctly. Regularly test Interactive Voice Response (IVR) systems and Softphone functionality. Escalate and document any incidents involving tools or events that impact performance metrics. Reports: Develop, modify, update, analyze, and interpret reports. Provide daily updates on operational management reports, including attendance, performance, and executive summaries. Update Workforce Management (WFM) reports daily, including intraday forecast accuracy and incident reports. Identify deviations, suggest continuous improvements, and perform graphical analyses such as correlation, Pareto, and variable analysis. Forecasts, Schedules, and Service Level: Review call inflow patterns and assess resource requirements to meet demand. Analyze trends and make recommendations for schedule adjustments or other improvements. Confidentiality: Maintain the confidentiality of all information handled by the enterprise, clients, and end-users, ensuring that it is used solely for authorized purposes as defined by the company.

Dash BPO is seeking a proactive HR Compliance Officer to ensure compliance with South African statutory requirements and internal policies. This role involves handling key compliance processes and supporting organizational goals.   Key Responsibilities Ensure compliance with the South African Labor Law Manage COIDA annual submissions. Handle BBBEE (Broad-Based Black Economic Empowerment) reporting and compliance. Oversee WSP (Workplace Skills Plan) and ATR (Annual Training Report) submissions. Coordinate Employment Equity submissions. Facilitate GBS (Global Business Services) submissions. Administer DTI (Department of Trade and Industry) quarterly audits. Conduct internal audits of employee files. HR Audit compliance Facilitate compliance training and awareness programs. Advise on compliance matters across departments. Handle Other Compliance related maters   Educational Requirements Grade 12 (Matric) with relevant HR qualifications. A relevant Bachelor or BCom Degree in HR/ Industrial Psychology/ Business Management/ Financial Management or related field Proficiency in MS Office Suite.   Work Experience Requirements 3+ years of compliance experience, preferably in a BPO environment. Strong knowledge of HR principles and South African regulatory frameworks. Experience with WSPATR and EE Submissions advantageous Experience in submitting EEA2 and EEA4 Reports to the Department of Labour Experience in submitting WSP and ATR to any SETA Experience in understanding legislative requirements for B-BBEE Compliance   Behavioral Competencies People-Focused: Committed to employee support and fair practices. Time Management: Ability to meet deadlines effectively. Professional Communication: Clear communication at all levels. Attention to Detail: Accuracy in documentation and reporting. Organizational Skills: Effective planning and execution of tasks. Confidentiality: Handling sensitive information with discretion.

About the Role: We are looking for Customer Service Representatives to support our client operating as an MVNO (Mobile Virtual Network Operator), meaning we provide mobile services without owning the physical infrastructure. Our goal is to deliver exceptional, personalized mobile experiences to every customer, ensuring that each interaction is delightfully transactional. We are looking for an enthusiastic and tech-savvy Customer Service Representative to join our team. You’ll be the friendly, upbeat voice that assists customers with their inquiries, resolves issues, and helps them navigate their mobile services. If you love making people smile and enjoy solving problems, this role is for you!   Key Responsibilities: Provide exceptional service by addressing customer inquiries and resolving issues efficiently. Skillfully navigate customer information systems to assist with mobile plans, technical issues, and account details. Maintain a cheerful, upbeat, and professional tone during all interactions. Use light, non-controversial humor to build rapport and keep conversations engaging. Stay updated on products, services, and promotions to provide accurate information to customers. Assist customers with basic technical troubleshooting, ensuring they feel supported and confident in their mobile experience. Ensure every interaction is “delightfully transactional,” leaving customers satisfied and valued. Work closely with team members, clients and supervisors to ensure seamless service delivery and provide feedback to improve the service offering.   Skills & Qualifications: High School Diploma or Equivalent. Previous experience in customer service or a call center environment is a plus. Tech-savvy with the ability to troubleshoot mobile services and navigate systems efficiently. Strong verbal and written communication skills. Positive, happy attitude that can turn any situation into a pleasant experience for customers. Problem-solving skills with attention to detail. Ability to thrive in a fast-paced environment. A good sense of humor to keep conversations light and enjoyable while maintaining professionalism. Willingness to work flexible hours, including weekends or holidays as needed.   What We Offer: Competitive salary and benefits. Growth opportunities within a fast-growing company. A fun, collaborative work environment. Medical Insurance. Transportation incentives. A monthly performance bonus. Please note if you do not get any feedback within 2 weeks, please deem your application unsuccessful

The Analytics Customer Success Specialist is responsible for driving customer satisfaction and adoption of our analytics platform. This role requires a strong understanding of data analysis and a passion for helping clients achieve their business goals. The ideal candidate will be able to effectively communicate complex analytical concepts, identify opportunities for improvement, and build strong relationships with our clients. Responsibilities Customer relationship management: We build and maintain strong relationships with our clients, acting as their trusted advisors and partners. Data analysis: Analyze client data to identify trends, insights, and opportunities for improvement. Value proposition: Articulate the value of our analytics platform to clients, demonstrating how it can help them achieve their business objectives. Training and education: Provide training and education to clients on effectively using our platform to extract insights from their data. Customer success planning: Develop and execute plans to ensure client satisfaction and retention. Qualifications Bachelor's degree in Business Analytics, Statistics, or a related field. Strong understanding of data analysis concepts and tools like SQL, Excel, and data visualization software. Excellent communication and presentation skills. Ability to build strong relationships with clients. Strong customer service orientation. Previous experience in customer service between 1 -3 years of experience.

Calling all contact center agents that are willing to work night shift US hours. Requirements: Experience in Sales or Telemarketing. Experience in Customer Service. Experience in Sales. Must have 6-12 months contact center experience or high-end retail. International BPO experience advantageous.   Job Description: Correctly manage time during contact without neglecting quality objectives (Doing the job correctly with Efficiency). Show in each contact active listening or reading, disposition, kindness, empathy, enthusiasm, patience and added value / extra mile (end user satisfaction). Achieve resolution in the first contact according to their empowerment and assertive escalation when required (sense of urgency). Use of common sense and critical mind. Comply with defined procedures and correct use of work tools. Commitment to continuous improvement and compliance with the improvement actions agreed with your superior in a timely manner. Comply with security and confidentiality policies defined by the company and our client. Report immediately to your immediate superior any incident or event that prevents you from performing your job duties. Report immediately to your immediate superior or management team any incident or event that exposes the safety of the staff, the client or the company. Perform any function or task at the request of your immediate supervisor.   Competencies:   Focused on Goals. Positive attitude. Self-confidence. Attention to detail. Strong sense of resilience.

El agente de servicio al cliente se encargará de brindar una excelente asistencia personalizada a los clientes por llamadas y chats, resolviendo sus consultas de manera eficiente y manteniendo informados a sus superiores sobre cualquier incidencia relevante. Formación Académica: Estudios secundarios completados. Mínimo 1 año de estudios universitarios. Competencias requeridas: Indispensable: Excelente ortografía Capacidad analítica orientada a resolución de problemas y obtención de resultados. Habilidad de redacción con ortografía correcta. Experiencia previa en servicio al cliente demostrable mayor a 4 meses. Orientación al cliente y seguimiento de órdenes e instrucciones. Así como orientación al resultado y comunicación efectiva. Dicción clara y Tono de voz modulado a través del teléfono. Facilidad para hablar y determinar las necesidades y deseos de los clientes Habilidad para escribir mínimo 20 palabras por minuto en la computadora. Disponibilidad para trabajar turnos rotativos, fines de semanas y feriados.   Deseable Habilidades técnicas: digitación y conocimientos de informática a nivel de usuario. Alto nivel de tolerancia, capacidad de análisis, buen manejo de stress. Habilidad para generar y cultivar relaciones con el cliente. Conocimiento en el uso de Navegadores de Internet, sistemas operativos, configuración de correos, Microsoft Office (Outlook nivel medio).

Calling all team leaders & SME'S/2ICS or performance coaches with 12 months international BPO experience to check the below vacancy out.   Job Description     We are searching for a dedicated, supportive call center supervisor who can coach and motivate call center representatives as they field calls from clients. The call center supervisor will manage employees and assist in the training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act a resource to agents.   To succeed as a call center supervisor, you should be focused on helping your team build necessary skills and knowledge so they can better support customers. You should be supportive, communicative, and attentive.   Call Center Supervisor Responsibilities:   Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products. Ensuring agents understand and comply with all call center objectives, performance standards, and policies. Answering agent questions regarding best practices or difficult calls. Identifying operational issues and suggesting possible improvements. Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary. Preparing reports and analyzing data to assist management as they determine call center goals. Working with other supervisors and management team members to support agents and maximize customer satisfaction.   Call Center Supervisor Requirements:   High School Diploma or equivalent, but more education, especially in management, is preferred. Call center supervisory experience is required. 12 Month SME/2IC or performance coach experience with an international BPO Proficiency with technology, especially computers, software applications, and phone systems. Advanced English. Exceptional verbal and written communication skills. Strong understanding of company products, policies, and services. Ability to coach, train, and motivate employees and evaluate their performance. Excellent problem solving, leadership, and customer service skills. Analytical, efficient, and thorough. Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.    

Summary / Objective: We are seeking a training professional with BPO experience that wants to grow and join a winning team. Organize and facilitates Training staff to deliver and analyze DASH BPO approved.new hire and developmental training included but not limited to Systems, policies. and procedures and leadership standards, DASH and industry guidelines and Microsoft programs. Depending on programs and initiatives. Essential Functions: 1. Reasonable accommodation may be made to enable individuals withdisabilities to perform the essential functions.2. Lead the new hires during training and initial period of employment andensure all associates task and responsibilities are completed to meet DASH.and client standards and expectations.3. Submit productivity reports. New hire training surveys and new hireperformance.4. Deliver and facilitate training programs for areas of improvement based onbusiness needs.5. Participate in projects performed by the training departments.6. Perform other duties as assigned by management7. Understands and can apply principles of adult learning to training.development and delivery. Competencies: 1. Accountability2. Adaptability3. Communication4. Inclusiveness5. customer focus6. occupational knowledgetechnology orientation Qualifications: • Related degree or equivalent relevant work experience• Must be fluent in English, both oral and writtenlanguage skills• Proficient computer skills including MS Office.   Should you meet the above requirements do not hesitate to apply now.