ATS

Hotel Reservations Call Center Manager Job Description

Summary

The Reservations Manager will supervise the general performance of the reservations team and will provide assistance and training as needed. They will have excellent verbal communication, conflict resolution, and computer skills. They will also need to have the ability to de-escalate and ensure a quality reservation service to all guests. Their areas of responsibility concentrate on both guest service and sales practices of the Hotel Reservations team members for a luxury spa resort complex.

Job Type:

Full time

Onsite: West Palm Beach, FL

Essential Duties and Responsibilities include the following. Other duties may be assigned.

1. Supervises the daily activity of reservations team by monitoring, coaching, and developing each team member to ensure call quality, sales techniques, and compliancy guidelines are being met.

2. Motivate a team to reach and exceed key performance indicators.

3. Maintain a complete, accurate, and up-to-date knowledge of guest rooms, resort facilities, activities, and local attractions.

4. Ensures all reservation inquiries by phone and e-mail are addressed promptly and efficiently. Partners with necessary departments to solve guest issues.

5. Determines work procedures, prepares staff schedules, and expedites workflow.

6. Responsible for production reports to each department concerned.

7. Knowledgeable in hotel and guest room facilities/services, and ensures reservations agents are equally knowledgeable.

8. Review/analyze call volume reports including abandonment rate, and take action as appropriate.

9. Issues written and oral instructions, and reprimands for schedule adherence, call quality, or any misconduct as outlined in employee handbook.

10. Displays excellent de-escalation skills, and effectively resolve conflicts.

11. Build strong relationships with peers and team members.

12. Remains open and responsive to coaching, and takes an active role in performance planning and goal setting.

13. Acts as a role model at all times and adheres to high ethical standards.

14. Displays flexibility in an environment by championing and embracing change.

Education and Experience:

-High school diploma or equivalent.

-At least 1 year of hotel reservations management experience.

-Experience with Synexis and/or Resort Suite software is preferred, but not required.

-Experience within a call center or customer service environment preferred.

Knowledge Of:

Company policies and procedures as outlined in Team Member Handbook; Computer functions including keyboarding; computer programs including Word, Excel, Power Point, and Outlook.

Language Skills:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Ability to read, write, and speak fluently in English.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Certificates, Licenses, Registrations:

Valid driver’s license or other Government issued photo ID.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control electronic devices such as a computer keyboard or mouse. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

SUMMARY

Recruits, researches, pre-screens, and refers job candidates for job openings by performing the following duties:

QUALIFICATIONS to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge of: Company policies and procedures as outlined in the employee handbook; applicable skills needed for all current sales campaigns; Computer programs including Word, Excel, Access, Power Point and Outlook; & Interviewing techniques.

**Must have the Ability to:

· Create and maintain professional work relationships with peers across departments

· Prioritize work

· Multi-task

· Communicate effectively in oral and written form

· Detailed oriented

· Time Management

· Observation Skills

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Ensures that all applications for assigned center are worked through completion in a timely manner

Coordinates communications with applicants. All applicants should be contacted within 1 business day of application

Reviews applications and initiates contact with quality applicants

Reviews automated pre-screens and/or initiates telephone prescreen and refers candidates for additional interviews with others in organization

Confers with Leader of Employment Coordinators on a daily/weekly basis to identify personnel needs, job specifications, job duties, qualifications, and skills.

Organizes agent interviews with leadership team

Maintains Applicant tracking systems (ATS) -Input and update applicant information in both internal and external systems. Ensure each file is properly documented with each attempt at contact

Responsible for properly maintaining and filing Recruiting paperwork such as interview guides, Typing Certificates, Written Samples, or other paperwork that pertains to qualifying an applicant, to the appropriate folder or system

Builds strong relationships with Team Leaders, and peers

Provides information on company facilities and job opportunities to potential applicants

Assists applicants with Pre-Hire paperwork and then provides as necessary to HR

Create class lists and New Employee Data forms prior to the start of training

Conduct social security verifications for all new hires

Assists other centers as necessary

Positively represents Etech at all times

Participate in Job Fairs and other recruiting events in the community as requested

Assist in posting jobs to Social Media and sharing local Etech posts within your network

Acts as a role model at all times, adhere to high ethical standards

Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development

Be flexible in an environment by championing and embracing change

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

EDUCATION and/or EXPERIENCE

Bachelor's degree from four-year College or university preferred; or one to two years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid driver’s license or other Government issued ID.

PHYSICAL DEMANDS the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk and hear. The employee frequently is required to stand. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, and ability to adjust focus.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.

SUMMARY:

Manages assigned programs and campaigns by performing the following duties personally or through subordinate supervisors working out of same location or other centers.

QUALIFICATIONS: Qualifications to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Reviews Etech Insight team performance daily and ensures production goals are attained

Primary responsibilities include acting as quality Subject Matter Expert (SME) and interventionist for Etech Insights/Operations

Maintains regular client contact, solves complex issues, and anticipates and plans for the challenges involved in the business. Direct involvement/communication with client and senior manager of the campaign.

Insure proper coordination between Operations and offshore EI team for new programs, dive into “code red” situations and work with every campaign at Etech to drive results through quality

Supervises, directs, coordinates and evaluates operational performance as well as coaches, mentors and develops leadership staff.

Plans, assigns and directs work as well as appraises performance; rewards and disciplines employees; addresses complaints and resolves issues. Defines work group goals and establishes priorities and staff performance expectations.

Must have strong analytical skills. Maintains, develops and reports pertinent operational statistics, financial management information, and results.

Constantly monitors processes and procedures for update and improvement opportunities.

Establishes clearly defined department and individual goals and objectives and communicates these to associates through department meetings, one on one meetings, and performance planning. Provides periodic performance feedback versus objectives and conducts annual.

Performance reviews for direct reports.

Assists in the development and implementation of policies and procedures.

Provides continual communications to enhance services effectiveness in dealing with critical issues

Oversees implementation of the necessary programs, forecasting and planning at a departmental level and communication of best practices to team.

Monitors, dispositions, scores and observe feedback on calls launched by sales teams.

Monitors script adherence, required elements of the call, and proper dispositions.

Attends calibration sessions when needed to ensure best practices.

Implements, evaluates and maintains all quality control standards defined for applicable campaigns

Demonstrates excellent customer service skills with an emphasis on soft skills, customer-focused proactive resolution, and de-escalation tactics.

Meets deadlines in a fast-paced work environment driven by software systems and processes

Performs ad hoc data analysis

Defines work group goals and establishes

Conducts periodic performance reviews for clients

Ability to provide Business Intelligence from data analytics

Ability to travel between centers at necessary

Ability to work USA business hours (CST) is a must

SUPERVISORY RESPONSIBILITIES:

Manages subordinate supervisors who supervise a total of 30-600 employees in the Etech Insights Department. Is responsible for the overall direction, coordination, and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and directing training of employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Knowledge of:

Campaign products and/or services being offered, customer operating systems, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, Power Point and Outlook. Experience in tracking data and functioning knowledge of Microsoft systems including: Word, Excel

Ability to:

Establish and maintain effective relationships with Data Scientists and Quality Analyst, effectively monitor, and evaluate job performance and coach and develop Data Scientists and Quality Analyst as needed; develop and maintain relationships with peers across departments; produce, collect, understand and present data derived from insights studies and measurement studies.

Be a self-starter who excels at working independently within a diverse team environment

Travel between onshore sites

EDUCATION and/or EXPERIENCE:

High School Diploma or GED required. Bachelor's degree from a four-year college or university preferred; Minimum 3-5 years in Operations.

Call center experience required 6 years Minimum

SUMMARY

Monitors calls from sales and/or customer service teams and provides feedback to drive quality across all Etech campaigns.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1	Monitors, dispositions, scores and provides QA feedback on calls and/or chats
2	Assesses quality adherence based on QA audit form per account
3	Prepare for and actively participate in Calibration session when needed.
4	Effectively communicate with internal and external clients
5	Works with a sense of urgency and meets all deadlines with proactive communication concerning timelines
6	Be open and responsive to consistent coaching.
7	Acts as a role model at all times, adhere to high ethical standards.
8	Takes responsibility and initiative to develop core skills and competencies being involved in every facet of personal development.
9	Be flexible in an environment by championing and embracing change.

SUPERVISORY RESPONSIBILITIES: None

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge of

Basic computer operations including keyboarding, proper English grammar and syntax, Company policies and procedures as outlined in Employee handbook.

Ability to

Communicate information to internal customers, peers, external clients/customers, and enter information into monitoring tool. Must be fluent and able to demonstrate skills in the following

MS Excel, MS PowerPoint, Impeccable grammar, spelling and reading skills. Ability to communicate in a professional manner, verbally and in writing.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED.) 2 years call center experience required as agent, reporting, leadership, or QA. Applicants with experience in speech analytics (Tethr, Call Miner, etc) are prime.

LANGUAGE SKILLS

Ability to effectively monitor team members by using the Etech Insights tools and provide summarized feedback to Leaders when required.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written form.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid drivers’ license or other Government issued photo ID.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

SUMMARY: The Reservation Sales Specialist answers all incoming hotel booking inquiries VIA phone, e-mail or provides chat support to guests visiting the website. They have a focus on providing quality experience to guests and upselling hotel guests to book Wellness Packages, longer stays and take advantage of the different outlets in the hotel. These agents are also cross trained to check availability for Spa Treatments/Fitness Services to not oversell the spa.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1	Ensure all incoming calls are answered with courtesy and ensure efficient resolution of all guests’ inquiries for various hotel services and operations.
2	Provide a friendly welcoming greeting with all client interactions.
3	Assist in booking and blocking any rooms according to required standards and manage all special reservations and monitor all reservation and discounts.
4	Ensure compliance for all security and safety standards on everyday basis and ensure optimal utilization of all resort software systems and maintain knowledge on all room types and its availability.
5	Provide excellent customer service for all hotel inquiries.
6	Features and benefits of the property are to be provided with enthusiasm and without prompting.
7	Staff customize the experience by determining preferences, offering a choice room/bed type etc.
8	Inquire about the any special requests for the client.
9	Make sure to fully explain guarantee and cancellation policies to guests.
10	Skillfully and knowledgeably address inquiries and request and speak clearly.
11	Ask for the correct spelling of caller’s name and recognize repeated guests.
12	Ask caller’s contact details like mobile number, e-mail etc. if they are first time visitor.
13	Make sure reservation details are reviewed including hotel location, arrival/departure, dates, time, the spelling of names, address and e-mail.
14	Rate and room /bed type preference is confirmed, along with special requests, confirmation number is provided.
15	Ask which e-mail address they would like to use to send the reservation confirmation.
16	Enquire for concierge services for airport transfers, pre-arrange entertainment, local transportation, or directions.
17	Standard check-in and check out times are provided to clients along with early check-in and check-out charges in case requested by guests

SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities.

Knowledge of: Basic computer operations including keyboarding, proper grammar and syntax, company policies and procedures as outlined in the Team Member Handbook.

Ability to: Follow directions, communicate information to customers, enter information into computer program, close a sale, and learn new products and services.

EDUCATION and/or EXPERIENCE:

A minimum of high school diploma or general education degree (GED). Strong customer service and/or sales experience preferred.

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence, and memos; ability to write simple correspondence; ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts and apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or other Government issued photo ID.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; frequently required to use their hands to handle or control electronic devices; and required to talk, hear and respond. The employee frequently is required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

SUMMARY

Plans and administers policies relating to all phases of human resources activity including onboarding new employees and records management; Successfully investigates and resolves employee relations issues; Coordinates center-wide and community activities; Oversees custodial responsibilities for the center; Coordinates work permit details. All of this is done by performing the following duties personally or through subordinates.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. Consults with management to prepare employee policies, procedures and practices.

2. Identifies legal requirements and government reporting regulations affecting human

resources functions and ensures policies, procedures, and reporting are in compliance.

3. Maintains a safe and secure working environment for all employees by working with the

crisis management team and the company and center leaders.

4. Responsible for making sure the crisis management team in the center meets on a regular

basis, undergoes annual training and is aware of all changes to safety processes and

procedures.

5. May assist with enforcement of safety procedures and promoting general workplace

safety.

6. Plans and conducts new employee orientation to foster knowledge, compliance and

positive attitude toward company goals; Prepares and uses required electronic and

printed materials.

7. Monitors and maintains employee records, including personnel files in soft and hard copy,

new hire paperwork and processes, and records correction using consistent and uniform

processes; Directs archival and retrieval of archived records including document

descriptions and reference aids; Directs disposition of worthless/outdated materials in

compliance with applicable laws.

8. Keeps records of promotions, performance reviews, and terminations, and employee

statistics for government reporting.

9. Handles employee relations concerns; Conducts investigations and mediation/arbitration;

Advises management on appropriate resolution; Conducts focus groups and oversees

employee engagement task force.

Job Title: Human Resources Manager – Montego Bay, Jamaica

Department: Human Resources

Reports To: Sr. Director of Human Resources

Location: Jamaica

FLSA Status: Salaried, Exempt

10. Administers criminal background policies and procedure, as well as drug screenings consistently and according to established procedures.

11. Coordinates management training in interviewing, hiring, terminations, promotions,

performance review, safety, and harassment prevention; Collaborates with the LD&E

team on programs such as Aspiring Leader and New Leader Assimilation

12. Reviews, advises, and follow up with management on performance management issues

and disciplinary documentation, insuring accuracy and compliance with company policy.

13. Responds to inquiries regarding policies, procedures, and programs

14. Administers performance review program to ensure effectiveness, compliance, and equity

within organization.

15. Prepares employee separation notices and related documentation, and conducts exit

interviews to determine reasons behind separations.

16. Coordinates local Corporate Social Responsibility plans including conducting center and

community service activities (publicity, logistical details, pictures, and newsletter articles)

17. Represents organization at personnel-related hearings and investigations

18. Builds strong relationships with HR Director, HR team, team leaders and senior

management.

19. Is open and responsive to consistent coaching, take an active role in performance

planning and goal setting.

20. Acts as a role model at all times, adhere to high ethical standards.

21. Takes responsibility and initiative to develop core skills and competencies by being

involved in every facet of personal development.

22. Is flexible in an environment by championing and embracing change.

23. Responsible for periodic training such as harassment prevention programs,

professionalism, winning culture meetings, and related programs.

24. Initiates and coordinates work permits and immigration details as needed for staff

traveling to/from Jamaica.

25. Oversees Facilities responsibilities including center cleaning & supplies as well as custodial

staff.

26. Plans and executes regular rewards and recognition celebration for center personnel

27. Coordinates recruiting and selection of leadership and administrative (non-agent) roles,

through sourcing, prescreening, scheduling interviews, reference checking and presenting

offer letters; Partners with appropriate hiring managers and various departments.

28. Regularly conducts exit interviews with all levels of employees and compiles data.

SUPERVISORY RESPONSIBILITIES

Directly supervises employees in the Human Resources Department based on center location. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Knowledge of:

Applicable federal and state employment laws; Computer programs including Word, Excel, Power Point, and Outlook; payroll/employee systems; telephone system and its' functions; copier/scanner/printer. Company policies and procedures as outlined in Employee Handbook and Leadership Manual; General

knowledge of Human Resources; Working knowledge of employment-related laws and practices; All company benefits; Trends in employee relations and benefit administration and human relations in order to communicate with all levels of employees.

Ability to:

Represent the company to all government agencies; Communicate about company benefits; Defuse volatile situations; Resolve conflict; Motivate employee; Take initiative; Demonstrate organizational skills, prioritize duties and re-prioritize as necessary in a changing environment; Develop and maintain effective working relationships with peers and across departments; Communicate effectively in both oral and written form; Clearly explain processes and policies; Perform detailed tasks with accuracy; Use discretion; Learn additional technology applications such as in-house payroll/employee system; Successfully interface with clients (internal/external); Understand and exhibit a customer service orientation;

EDUCATION and/or EXPERIENCE

Bachelor’s degree preferred; or four to ten years related experience and/or training, or equivalent combination of education and experience. Previous HR experience required. Current applicable HR certification strongly preferred or current enrollment in a study program for HR certification preferred.

LANGUAGE SKILLS

Ability to read, analyze, and interpret common industry and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to speak effectively and use proper grammar with groups to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS

Ability to apply advanced mathematical concepts. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license.

Certified in Employee Law, Professional Human Resources or Senior Professional Human Resources, or SHRM-CP preferred.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to

handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

SUMMARY:

Keeps call center in clean and orderly condition by performing the following duties

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1 Sweeps, mops, and vacuums hallways, office spaces, break rooms, and production flooring.

2 Regularly cleans and maintains kitchen/break room areas including refrigerators, microwaves, sinks, counter tops, and tables.

3 Regularly cleans and maintains supplies in restrooms.

4 Empties trash and cardboard boxes throughout the building and take to dumpster.

5 Regularly cleans and maintains all furniture, fixtures, and equipment as outlined in the cleaning schedule provided by Sr. Facilities Coordinator.

6 Maintains building, performing minor and routine painting, plumbing, and other related maintenance activities.

7 Replaces air conditioner filters.

8 Notifies management concerning needs for major repairs or additions to lighting, heating and ventilating equipment.

9 Cleans sidewalks and parking lots as needed.

10 Mows lawn, trims shrubbery, and cultivates flowers as required.

11 Maintains and waters all living plants inside call centers.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

Knowledge of: Policies and procedures as outlined in the Employee Handbook; Inventory control and ordering procedures; Proper use of cleaning supplies and chemicals;

Ability to: Speak and understand instructions in English.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of employees of organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid drivers license or other Government issued ID.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; frequently required to use their hands to handle or control electronic devices; and required to talk, hear and respond. The employee frequently is required to stoop, kneel, crouch, or crawl. The employee is occasionally required to sit and climb or balance. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 40 pounds, and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, peripheral vision, and depth perception.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles and frequently works in inside environmental conditions. The employee is occasionally

exposed to moving mechanical parts; high, precarious places; toxic or caustic chemicals; outside weather conditions; risk of electrical shock; and vibration. The noise level in the work environment is usually loud.

SUMMARY:

Facilitates many of the basic HR operations including administering HR policies and procedures related to the on boarding of employees, and archival of permanent records (employee, financial, and historically valuable documents) while insuring compliance with local laws. Participates in investigating and resolving employee relations issues; Coordinates center-wide and community activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following.

Other duties maybe assigned.

1. Coordinates airport pick-up, housing, welcome package and transportation for employees.

2. Coordinates monthly cleaning, extermination and maintenance of corporate houses.

3. Assist the Human Resources Manager with ensuring that all legal documents.

4. Maintains a tracker of arrival and departure dates of corporate house occupants.

5. Administers drug screenings consistently and according to established procedures.

6. Plans and conducts new employee orientation to foster knowledge, compliance and positive attitude toward company goals; Prepares and uses required electronic (PowerPoint) and printed (handouts) materials.

7. Reviews new hire paperwork for accuracy and enters information into computer systems and payroll applications creates new employee files.

8. Coordinates record corrections with various departments such as I.T., Training, Recruiting, HR, or team leaders as needed.

9. Monitors and maintains employee records, including personnel files in soft and hard copy.

10. Owns the Police Report acquisition and maintenance process. On occasion, as directed by the HR Manager.

11. Reviews disciplinary documents and internal ECFs for accuracy and compliance with company policy; Follows up when further action is required before filing.

12. Coordinates planning and conducting center and community service activities including publicity, logistical details, pictures, and newsletter articles and Give Back Initiative.

13. Evaluates and responds to employee inquiries regarding policies, procedures, and programs, and directs them to appropriate resources.

14. Completes special projects and other tasks as assigned consistent with skill set and knowledge to assist entire HR team. Examples may include conducting or compiling results of focus groups.

15. Prepares correspondence, flyers, spreadsheets, etc. as necessary.

16. Conducts exit interviews with employees and leaders.

17. Assists HR Manager/Director with administrative tasks for leadership development programs such as Aspiring Leader and New Leader Assimilation.

18. Maintains confidentiality with HR issues and uses good judgment regularly.

19. Acts as a role model at all times; adheres to high ethical standards.

20. Open and responsive to consistent coaching; takes an active role in performance planning and goal setting; participates in professional development and self-development activities.

21. Is consistently dependable in terms of work schedule and attendance, follow-through.

22. Projects self and company positively by communicating/presenting information clearly

and with a customer service focus both in person and via phone/email.

23. Takes responsibility and initiative to develop core skills and competencies by being

involved in every facet of personal development.

24. Builds strong relationships with HR Manager/Director, other managers, team members

and peers across departments.

25. Is flexible in an environment by championing and embracing change.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

Knowledge of: Company policies and procedures as outlined in Employee Handbook and

Leadership Manual; Advanced computer functions including keyboarding, computer programs

including Word, Excel, Power Point, and Outlook; payroll/employee systems; telephone system and its' functions; copier/scanner/printer.

Ability to:

Take initiative, demonstrate organizational skills, prioritize duties and re-prioritize as necessary in a changing environment, develop and maintain effective working relationships.

EDUCATION and/or EXPERIENCE:

Associate's degree (A. A.) from two-year college or technical school; or one year related

experience and/or HR training. Previous HR experience and/or current enrollment in study

program for HR certification preferred.

RECRUTING ASSISTANT

We are looking for a Recruitng Assistant with full-cycle recruiting experience, from talent sourcing and attracting candidates to interviewing and hiring great employees.

Screen candidates resumes and job applications
Conduct interviews using various reliable recruiting and selection tools/methods to filter candidates within schedule
Assess applicants’ relevant knowledge, skills, soft skills, experience and aptitudes
Onboard new employees in order to become fully integrated
Monitor and apply HR recruiting best practices.
Provide analytical and well documented recruiting reports to the rest of the team
Act as a point of contact and build influential candidate relationships during the selection process.
Promote company’s reputation as “best place to work”.

Requirements:

Proven work experience as a Recruiter (either an in-house recruiter or a staffing agency recruiter)
Solid ability to conduct different types of interviews (structured, competency-based, stress etc)
Hands on experience with various selection processes (phone interviewing, reference check etc)
Familiarity with HR databases, Applicant Tracking Systems (ATS) and Candidate Management Systems (CMS)
Hands-on experience with recruiting software, as well as Human Resource Information Systems (HRIS) or Human Resource Management Systems (HRMS)
Excellent communication and interpersonal skills
Strong decision-making skills

QULIFICATIONS:

Asc. Degree/ Diploma/ Certificate in Human Resources Management or Business Management.

SUMMARY:

Server Administrators perform installation, configuration and maintenance of stand-alone and clustered virtual servers and associated peripheral equipment such as SANs, switches, etc.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

· Specific experience with Microsoft server Operating Systems 2008R2, 2012 R2, 2016 R2, and Microsoft Office 365 management portal.

· Experience in windows patch management, vulnerability management and remediation.

· Experience with security scanning tools

· IT and Data Center infrastructure knowledge and experience.

· Knowledge of TCP/IP, BIND, LDAP and other core technologies such as NTP, TCP/IP, FCIP, iSCSI, SAN, NAS etc.

· Experience with Virtualization

· Working knowledge of server hardware from different vendors

· Deep Understanding of Windows Fundamentals and concepts.

· Excellent troubleshooting skills related to OS, Network and other performance issues

· Experience implementing, administering and creating custom dashboards for performance monitoring/Metrics

· Advanced knowledge of Windows Server (2003/2008) /desktop Operating Systems (XP/7/8.1/10).

· Knowledgeable with Active Directory, permissions, group policies.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

· Continually improve operations through routine monitoring of system performance metrics and proactive actions.

· Reviewing of system log files, trend analysis, configuration, incident and problem management processes.

· Recommend and work with the engineers or Solution Architect on system or architectural changes when needed to improve automation, performance, high availability and scalability. Update operational runbook documentation for any changes in the environment.

· Prevent infrastructure issues through analytic tools.

· Acquire, configure and maintain development, test and production servers. Support development, test and production servers including after-hours support and monitoring server usage and up-time.

· Interface with vendors to obtain required equipment and software in a timely manner while ensuring proper audit and budget controls are met.

· Provide technical and procedural direction to the company for the actual implementation of the network servers used, as well as interface with internal users, development personnel and other technical staff.

· Provide direction in complex problem-solving situations and participate in direct interaction with internal staff as required.

· Maintain documentation describing activity levels and possible next steps required for each server.

· Provide regular status reports

· Maintain access privileges and account groups

· Design, implement and maintain a consistent backup and disaster recovery plan.

· Collaborate with operations, QA and third-party data centers to provide technical direction on server configurations, hardware/software deployments, and other administrative tasks related to the staging and maintenance of company development, testing and production servers.

· Ensure timely and effective delivery of hardware upgrades

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

Personal Attributes

· Able to effectively prioritize tasks in a high-pressure environment.

· Highly self-motivated and directed, with keen attention to detail.

· Able to communicate effectively with external customers and partners.

· Proven analytical and problem-solving abilities.

· Experience working in team-orientated, collaborative environment.

Education and Experience

· Bachelor’s degree (BS/Computer Science or related area) preferred.

· Microsoft Certification (MCSE) or equivalent certification in relevant programs desired.

· Experience managing large scale Citrix/2X/Terminal Server installations.

· Experience managing server virtualization technologies like VMWare Server/ESX or Microsoft HyperV/Virtual Server.

· Experience with Microsoft IIS administration and configuration.

· Linux/UNIX administration.

· Active Directory/LDAP user and group administration.

· Strong communication and documentation skills.

· Flexible and able to adapt to a rapidly changing environment.

· Must be organized and can manage projects of varying length.

· Positive, self-motivated individual who can complete tasks independently.

· Strong change management and ITIL background.

LANGUAGE SKILLS:

Ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers. Ability to effectively present information to top management, Team Leaders, and/or boards of directors.

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and to understand both abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS:

Microsoft Certification (MCSE) or equivalent certification in relevant programs, Cisco Certified Network Associate or Professional -CCNA/ CCNP, and MCITP Server are preferred.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision,

color vision, peripheral vision, depth perception and ability to adjust focus. The employee will be required to lift a minimum of 50 pounds.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job generally operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The employee is occasionally exposed to a variety of extreme conditions at job sites. The noise level in the work environment and job sites can be loud.

Account Leader Requirements

Must be responsible for 10,000 or more hours and/or manage multiple programs (6 or more depending on the program complexity).

SUMMARY:

Manages sales activities of assigned programs and campaigns by performing the following duties personally or through subordinate supervisors.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1 Assigns Sales Coaches to work as leads for campaigns; oversees direction of all Sales Coaches, Assistant Sales Coaches respective campaigns and programs.

2 Develops and implements strategic sales plans to accommodate corporate goals.

3 Directs sales forecasting activities and sets performance goals accordingly.

4 Works closely with Vendor manager (client) to review market analyses in determining customer needs, price schedules, and discount rates.

5 Directs staffing, training, and performance evaluations to develop and control sales program.

6 Directs channel development activity and coordinates sales distribution by analyzing call distribution, hours/call commitments with customer, and current staffing.

7 Works as a Trusted Advisor to the client

8 Assigns sales campaigns to sales coaches.

9 Analyzes sales statistics to formulate policy and assist dealers in promoting sales.

10 Directs product simplification and standardization to eliminate unprofitable items from sales line.

11 May represent company at trade association meetings to promote product.

12 Delivers sales presentations to key clients in coordination with CEO, VP of Operations, or Program Implementation Director.

13 Meets with key clients, maintaining relationships and negotiating and closing deals.

14 Coordinates liaison between ops department and other internal units such as training, recruiting, HR, program implementation, and IT.

15 Analyzes and controls expenditures of division to conform to budgetary. requirements.

16 Assists other departments within organization to prepare manuals and technical publications.

17 Prepares periodic sales report showing sales volume, potential sales, and areas of proposed client base expansion.

18 Monitors and evaluates the activities and products of the competition.

19 Recommends or approves budget, expenditures, and appropriations for employee incentives and contests.

20 Build strong relationships with Sales Coaches and senior management staff.

21 Be open and responsive to consistent coaching; take an active role in performance planning and goal setting.

22 Act as a role model at all times, adhere to high ethical standards.

23 Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.

24 Be flexible in an environment by championing and embracing change.

SUPERVISORY RESPONSIBILITIES:

Manages subordinate supervisors who supervise a total of 30-600 employees in the Operations Department. Is responsible for the overall direction, coordination, and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and directing training of employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Knowledge of:

Campaign products and/or services being offered, customer operating systems, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, Power Point and Outlook.

Ability to:

Establish and maintain effective relationships with sales coaches and team members, effectively monitor, and evaluate job performance and coach and develop sales coaches and team members as needed; develop and maintain relationships with peers across departments.

EDUCATION and/or EXPERIENCE:

High School Diploma or GED required. Bachelor's degree from a four-year college or university preferred; or one to two years related experience and/or training.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret common industry and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued photo ID.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

SUMMARY:

Prepares new trainers to succeed in their jobs and ensures training classes run smoothly. Required to be available as needed per campaign/center and can be moved between campaigns/centers as needed.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

You enjoy the fast-paced nature of adapting on the fly to corporate changes. o Training Leaders have to change plans at a moments notice and still excel at assignments while keeping a “will-do” attitude. They should showcase this attitude so well, that others want to emulate it and strive to achieve the same flexibility.

You thrive in challenging others to be creative problem-solvers.

o Training is more than just knowledge transfer; it’s about equipping trainees to be self-

sufficient agents who will guide customers to solutions. An Training Leader should have

this skill mastered so well that they can teach their team of Trainers.

You desire a fun atmosphere that promotes interactive learning.

o Leading a successful training team is about inspiring trainers to engage and motivate

their classes in a way that allows learning to flourish.

You enjoy helping others succeed!

o Training Leaders want what is best for their employees and look for the best avenues

for them to grow and prosper in their careers.

There’s no I in Team.

o Training Leaders should consistently be on the lookout for ways to help not only their

trainers, but other leaders as well. This ensures Etech is successful as a whole while

embodying our goal for servant leadership.

Be a reason to stay.

o We believe that employees don’t leave their jobs; they leave their managers. As a

Training Leader, you should be on the lookout for potential attrition reasons on your

team and your campaigns, and be able to come up with ways to combat these issues.

Recap with style.

o Training Leaders are proficient at compiling information from their trainers and

summarizing it for clients, executives, and other leaders both within and outside the

company.

You can lead with humility.

o An Training Leader must be able to take charge and effectively pilot a class, but

should be able to admit mistakes and work well with different people and

personalities.

Coaching is second nature.

o Developing your trainers should be a passion that is shown everyday through the use of

the Coaching Tactics. Daily you promote this environment of coaching amongst your

team and work to cultivate it.

You aren’t afraid to ask the tough questions.

o It is up to the Trainer to ensure their class is grasping the material and close any

knowledge gaps as discovered. This is done through questioning techniques, hands-on

activities, and classroom discussions.

You can see it, write it, teach it.

o Training Leaders should have the keen ability to see when there are gaps in training,

write curriculum to address, and implement ongoing training to help the agents.

You let the student become the master.

o A strong leader trusts that their team is capable of being the experts and equips them

to master their campaigns.

You bring solutions, not problems.

o An Training Leader is consistently willing to offer and implement creative solutions.

Instead of focusing on the problem, they work to fix it!

You lead by example.

o Leaders at Etech should base all decisions and behaviors on the character

commitments even when it isn’t easy to do. Training Leaders take this to the next

level by teaching their team tips on how to epitomize these traits.

You take pride in your bench.

o Training Leader sees the value in developing future leaders and realizes their

leadership can leave a legacy. Because of this, Training Leaders work hard to teach

their team the art of being a trainer and a leader.

You compete with the mirror.

o Training Leaders understand that the person they need to beat is themselves. Whether

it be in their leadership capabilities, communication skills, or overall management of

their team; Training Leaders strive to consistently out-do their previous attempts.

You’re a leader among leaders.

o Training Leaders have to lead initiatives and projects across various departments in

the company. This takes a mix of humility and boldness that ignites others to act.

You communicate like a champ.

o Training Leaders not only need excellent verbal skills, but they also must be able to

write clearly, concisely, and professionally.

You recognize that money doesn’t grow on trees.

o Being an Training Leader means you can discern the costs of training and seek out ways

to limit spending through efficient processes and quality curriculum.

You’re a little bit psychic.

o Training Leaders are so in tune with the details, processes, and initiatives going on in

their department; they have the ability to foresee potential issues. Once identified

they proactively communicate with the necessary teams to fix before the predicament

even occurs!

SUPERVISORY RESPONSIBILITIES:

Directly supervises 1 to 15 trainers. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

Knowledge of:

Sales campaign products, features and benefits; Computer programs including Excel, Word, Power Point, Outlook; Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.

Ability to:

Train, supervise and evaluate class performance; evaluate trainee understanding and re-teach as necessary; Multi-task; Provide constructive feedback for the development of trainees and personnel; Establish and maintain effective relationship with peers across departments.

EDUCATION and/or EXPERIENCE:

Bachelor's degree from four-year College or University; or related experience and/or training; or equivalent combination of education and experience. Completion of Remarkable Coaching Certification.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret common business documents such as a project charter, financial reports (Agent payroll reports), and other applicable documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or government issued photo ID.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk, hear and respond. The employee frequently is required to stand; walk; sit; use their hands to handle or control electronic devices; and reach with hands and arms. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to focus.