Support Services Group

Role Description This position is responsible for working closely with Subject Matter Experts (SMEs) and the Training team to apply and develop learning strategies to build innovative, engaging, and interactive content for our Client Programs. Course deliverables include eLearning, virtual class content, and instructor-led courses produced using sound instructional design principles and standard methodologies. Hand-in-hand with controlling SSG's Learning Management System (LMS) mainly for all APAC members. - Conduct periodic needs analysis with business partners to identify course development needs within the organization. - Collaborate/consult with Subject Matter Experts to identify key knowledge, skills, and abilities associated with learning objectives. - Contribute to the innovation of learning products by contributing ideas for new training materials and improvement of existing training materials. - Build prototypes, storyboards, scripts, course content, simulations, scenarios, assessments, etc. for learning solutions. - Build learning materials using eLearning authoring tools. - Use interactive, online learning models, AICC and SCORM standards, and adult learning principles to design and deliver effective training. - Establish best practices surrounding e-learning development, including creating design templates and seeing opportunities to streamline the production process. - LMS admin duties (enrollment, reporting, course creation, etc). Qualifications - Working knowledge of Learning and Development (BPO Call Center is a plus). - Experience developing course curriculum including course maps (syllabus), content, quizzes and interactive exercises. - Experience controlling Learning Management Systems. - Proficiency on any design tool, such as Adobe Illustrator, Canva or other. - Ability to learn the business' products and processes quickly. - Fluency in English is required. - Excellent communication skills including written, verbal listening and presentation. - Excellent interpersonal skills including a professional and diplomatic demeanor. - Excellent consulting, problem solving and analytical skills with a detail orientation. - Ability to organize and prioritize tasks, while meeting deadlines in a fast-paced environment. - Proficiency using standard Microsoft Office software such as Word, PowerPoint, Excel, Outlook, SharePoint.

Role Description We are seeking an experienced and results-driven Workforce Management (WFM) Supervisor to lead intraday and workforce planning operations within a fast-paced contact center environment. The ideal candidate will possess strong analytical abilities, excellent communication skills, and advanced Excel knowledge to support operational performance, staffing optimization, and business objectives. This role is responsible for supervising WFM functions, driving efficiency, and partnering closely with operations leadership. - Supervise daily Workforce Management operations, including real-time monitoring, scheduling, and staffing optimization. - Lead and support a team of RTAs, schedulers, and/or workforce analysts. - Monitor service levels, staffing performance, adherence, occupancy, and forecast accuracy. - Analyze trends and provide recommendations to improve operational efficiency and resource utilization. - Develop and maintain reports, dashboards, and performance metrics using Excel and WFM tools. - Communicate staffing risks, operational impacts, and action plans to leadership teams. - Collaborate with Operations, Training, and HR to support hiring plans, attrition management, and staffing strategies. - Ensure schedules align with business needs while balancing employee experience and operational goals. - Conduct coaching, performance management, and development sessions with team members. - Identify process improvement opportunities and implement best practices within WFM operations. Qualifications - 2+ years of Workforce Management experience in a contact center environment. - Previous leadership or supervisory experience preferred. - Advanced Microsoft Excel skills, including formulas, pivot tables, charts, and reporting analysis. - Strong verbal and written communication skills. - Excellent analytical, organizational, and problem-solving abilities. - Ability to manage multiple priorities in a fast-paced environment. - Experience with workforce management systems and reporting tools preferred. - High attention to detail and ability to make data-driven decisions. Requirements - Experience with forecasting, scheduling, and real-time management. - Strong stakeholder management and cross-functional collaboration skills. - Ability to present operational insights and recommendations to leadership. - Proactive mindset with strong decision-making abilities.

Role Description This position is remote either in Santiago, Dominican Republic or Hermosillo, Mexico. This position requires intermediate - advanced spoken English level (B2+). If you're interested in the position, please apply with your resume in English. The WFM Capacity Planner plays a critical role within the Workforce Management team, responsible for analyzing staffing needs and developing data-driven scheduling recommendations to ensure optimal operational efficiency. This role leverages historical trends, forecasting models, and performance reports to accurately project staffing requirements, supporting both current and future business demands. Key Responsibilities: - Analyze and develop weekly scheduling recommendations to ensure optimal staffing levels. - Utilize trends and reports to accurately forecast staffing requirements. - Assume and perform various duties and responsibilities essential to the position's success. - Produce and process schedules and reports promptly as requested by clients. - Work closely with the operations team to analyze and enhance delivery processes. Qualifications - Must have 2-3 years in Capacity Planning within the Workforce Management department. - Background in Outbound and NonLive Planning is an advantage. - Attention to detail and a commitment to maintaining a high level of accuracy. - Ability to prioritize workload, meet deadlines, and manage multiple tasks effectively. - Working experience creating MS Excel reports and templates. - Strong organizational skills coupled with excellent analytical abilities. - Professional oral and written communication skills. - Organized with the ability to adapt to change quickly and effectively. - Excellent attendance record, demonstrating your commitment and reliability. Benefits - Impact: Shape the future of our operations and contribute to our organizational success. - Collaborative Environment: Work closely with a dynamic operations team dedicated to improvement and innovation. - Growth Opportunities: Expand your skills and expertise in a supportive and encouraging environment. - Competitive Benefits: Enjoy a comprehensive benefits package and competitive salary. #BetterWithSSG Physical Requirements The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to sit; use hands to manipulate objects, tools or controls; reach with hands and arms; and talk and hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. Noise level in the work environment is usually quiet.

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

About the Call Center Representative Position We’re seeking a personable, customer service oriented individual to join our team as a Call Center Representative. As the primary link between our company and both current and potential clients, you’ll be responsible for providing top-notch assistance to those reaching out to us over the phone. In addition to having excellent customer service skills, you’ll also need to be detail-oriented and able to find solutions in a timely, efficient manner. Call Center Representative Responsibilities - Handle inbound and outbound client calls in a timely manner - Follow company’s call center scripts - Respond to customer needs efficiently and accurately, whether troubleshooting a problem, fielding a complaint, or assisting with other issues - Work with the client to verify or clarify information - Diffuse angry or upset clients as needed - Build relationships with customers based on trust and reliability - Record all conversations in CRM software, leaving accurate notes in case the client calls back and needs further assistance - Make sales or recommend additional services and products to customers - Attend all necessary training as needed Call Center Representative Requirements - Must be able to speak French and English - Previous experience in a customer service role, preferably as a Call Center Representative - High school diploma/GED preferred - Exceptional customer service skills - Excellent organizational and multitasking skills - Superb verbal communication skills - Proficiency with computers, particularly CRM software and Microsoft Office Suite - Quick and accurate typing skills - Strong critical thinking and decision making skills - Bilingual speakers preferred

Role Description A highly experienced frontend developer with a strong UX mindset and deep expertise in building modern, component-based web applications using React, Webpack, and advanced JavaScript. Known for delivering intuitive, high-performance interfaces that align with business goals and user needs. Skilled in maintaining scalable frontend architecture, optimizing bundle performance, and building reusable UI components using modern tools and frameworks. Key Responsibilities - Convert UI/UX designs and wireframes into well-structured, standards-compliant HTML/CSS - Build and maintain responsive layouts that adapt seamlessly across devices and screen sizes - Ensure cross-browser and cross-platform compatibility for all UI components - Optimize front-end code for performance, accessibility, and maintainability - Collaborate with designers to refine UI/UX and maintain consistency across projects - Maintain and update design systems, reusable styles, and components - Troubleshoot UI-related issues and participate in QA and review processes - Ensure adherence to branding guidelines and visual standards Qualifications - 5+ years of professional experience in frontend development, with a focus on React - Expert-level proficiency in JavaScript (ES6+), including async/await, closures, and modular patterns - Strong experience with React.js, React Router, Context API, and custom hooks - Hands-on experience configuring and optimizing Webpack for production builds - Proficient in NPM package management, including creating and maintaining custom packages - Solid grasp of component design, state management, and application lifecycle - Deep understanding of frontend performance optimization, code splitting, and lazy loading - Experience working with RESTful APIs and handling asynchronous data flow - Strong knowledge of UX principles, responsive design, and cross-browser compatibility - Proficient with Git, CI/CD pipelines, and agile workflows - Familiar with testing tools (e.g., Jest, React Testing Library) - Basic knowledge of ASP.NET MVC - Experience working with design systems, style guides, and component libraries - Ability to work closely with designers and backend developers in an agile environment Good To Have - Exposure to Domain-Driven Design (DDD) and event-driven architectures - Familiarity with version control systems like Azure Devops Company Description Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.

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

• Oversee a network of ~3,000 agents across multiple outsourcing partners • Validate daily staffing vs. committed projections from each vendor • Monitor daily schedule adherence, shrinkage, or interval compliance • Authorize, deny, or ask vendors for OT or VTO • Conduct Weekly/Monthly Business Reviews (WBR/MBR) • Monitor billing to ensure zero financial wastage; audit invoices • Coordinate with Workforce Management (WFM) to ensure vendors are staffed correctly