Content Manger

MEET COMPASS

We are a Business Process Outsourcer (BPO) committed to fostering brand growth through outstanding customer experiences. Compass was founded by e-commerce pioneers who struggled to find an equally innovative customer service partner. Many companies view customer care as merely a cost center, but we believe it offers much more! If you enjoy delighting customers and leveraging data to provide valuable insights to clients, Compass could be your ideal workplace!

Director, IT Support ( Call Center Operations)

The Director, IT Support Operations serves as the subject matter expert for all IT support contact center solutions across Compass. This role provides strategic and operational leadership for multiple IT Support Operations Managers overseeing client programs within a high-volume, multi-channel BPO environment.

The Director is responsible for ensuring the delivery of high-quality, efficient, and cost-effective IT support services across voice (inbound/outbound), chat, email, ticketing, and other customer support channels. This role partners closely with clients and internal stakeholders to drive operational excellence, achieve contractual service level agreements (SLAs), optimize financial performance, and foster a strong employee culture.

Key responsibilities include incident management oversight, workforce and performance management, client relationship management, continuous process improvement, quality assurance, and operational scalability. The Director ensures consistent execution of support services across technical support, software support, infrastructure-related support functions, and other IT service offerings while maintaining a strong focus on customer experience, operational efficiency, and business results.

This is a remote, work-from-home position. Candidates must maintain a dedicated, professional workspace with a reliable high-speed internet connection capable of supporting voice, video, and system requirements. To ensure business continuity and operational reliability, candidates must also have access to backup power and internet connectivity solutions in the event of service interruptions. 

Key Responsibilities:

• Leadership & Strategy:
• Provide strategic direction and leadership for the organization's IT programs, ensuring operational alignment with client expectations and company goals are consistent with the organization’s global operating model..
• Serve as the senior subject matter expert contact for all things IT support.
• Oversee multiple Tech/IT support client programs
• Attend as needed new client demo/Sales discussions representing IT support
• Operational Oversight:
• Oversee a team of various operations managers that lead day-to-day operations across multiple clients supporting IT services, including helpdesk, tech support, infrastructure, or software-related accounts.
• Ensure direct reports meet service level agreements (SLAs), key performance indicators (KPIs), and quality metrics are consistently met or exceeded.
• Ensure execution of bridge plans for any KPIs that are not meeting target
• Process Improvement & Quality Assurance:
• Identify opportunities for process optimization, automation, and continuous improvement.
• Work closely with Quality, Training, and Workforce Management teams to enhance performance and operational efficiency.
• People Management:
• Oversee, support and develop a team of IT support operations managers.
• Conduct performance reviews, coach for career development, and foster a high-performance culture.
• Client Engagement & Relationship Management:
• Build strong and maintain relationships with client partners and maintain regular communication to ensure satisfaction and address IT concerns proactively.
• Financial & Resource Management:
• Monitor budget, efficiencies, and resource allocation to ensure profitability and optimal delivery.
• Experience in managing cost per transaction accounts is preferred. 
• Provide regular updates to the senior leadership team on program performance, financial health, and risk management.
• Compliance & Risk Mitigation:
• Ensure adherence to data privacy, security, and compliance standards relevant to IT service delivery.
• Mitigate risks through proactive incident management and business continuity planning.

Qualifications and Physical Requirements with or without reasonable accommodation:

• 10+ years of experience in BPO operations, with at least 6+ years in a senior leadership role managing IT or technical support programs.
• Strong understanding of ITIL, service management frameworks, or related methodologies - managing POS & Aloha systems is highly preferred
• Experience managing large teams and working with international clients, especially in tech industries.
• Proven track record of meeting/exceeding operational KPIs and client expectations.
• Exceptional leadership, communication, and stakeholder management skills.
• Analytical mindset with strong problem-solving abilities.
• Ability to operate a computer/laptop and a headset.
• Ability to perform all duties of the job while sitting for prolonged periods (i.e., for the duration of shift)
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Decisiveness and attention to detail.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

Availability:

Full-time position with weekdays, weekends, and nighttime availability. This position works Monday - Friday 9am EST - 6pm EST. 

 Your role as Business Development Executive:

 ● Buildandmanageaportfolio of partners by acquiring new and growing existing ones.

● Developadeepunderstanding of the industry, the respective market, and

 competitive analysis.

 ● MeetandexceedteamKPItargets and business objectives.

 ● Supportnewandexisting clients via email, phone or chat

 ● Negotiate the terms of each partnership based upon the existing rebate structures.

 ● Generateideas to increase lead generation and conversion.

 ● Identify business opportunities, potential clients and VIP customers and negotiate in

 order to create profitable accounts through identifying needs within the FX industry.

 ● Ensurepartner satisfaction by maintaining a professional relationship, handling and

 following-up on issue resolutions and catering to Partner needs.

 ● Directing partners to a specific outcome through company approved communication

 channels.

 ● Educatepartners on the Company’ platforms and websites, proactively offering new

 tools and features to partners.

 Requirements:

 1. Minimum2yearsof experience in account management, client relationship or any

 relevant client facing roles within the financial services industry.

 2. Sales-driven and motivated personality to achieve KPIs on a weekly / monthly /

 quarterly basis.

 3. Strong client-facing and communication skills.

 4. Ahunter &entrepreneur mindset with the ability to grow business sales;

 5. Strong business acumen, project management abilities, and negotiation skills.

 6. Proven ability to develop and implement a strategic business expansion plan.

 7. Excellent verbal and written communication skills, including facilitation of group

 presentations.

 8. Ability to work on own initiative, expand and generate business.

 9. Ability to work under pressure, face constant challenges, adapt to changes

Roles & Responsibilities:

Create an inspiring team environment with an open communication culture

Set clear team goals.

Delegate tasks and set deadlines.

Oversee day-to-day operations.

Monitor team performance and report on metrics.

Discover training needs and provide coaching.

Listen to team member feedback and resolve any issues or conflicts.

Recognize high performance and reward accomplishments

Encourage creativity and risk-taking.

Suggest and organize team-building activities.

Coordinating internally with different departments in order to give quick resolution to the seller.

Timely delivery of the goals and metrics.

Eligibility:

Good communication and writing skills are required.

Flexibility to work in the 6-day working environment.

Graduates can apply.

Minimum 2 years experience as TL.

•Hands on experience in Object oriented programming

•Hands on experience in Java, SpringBoot (min 2 years) or kafka or Cassandra or MongoDB

•Experience with developing/enhancing applications connecting to different Databases : Oracle/MySQL/Cassandra/MongoDB

•Strong knowledge of common Data structures and algorithms and when to use them.

•Experience in Xpath or XML or REST or JSON or protobuff

• Experience with software version control (such as git)

•Experience in working in an agile environment such as Scrum.

Preferable:

•Experience in public cloud PaaS (AWS, GCP, Azure)

•Real time stream data handling (Kafka, Kinesis

Job Description:

• Monitor entire field and DC network, ensure smooth operations for various NMS systems
• Ensure timely alerts in case of any events or parameters crossing threshold
• Ensure timely publishing of relevant reports and statistics
• Keep NMS database updated as per network evolution
• Plan and upgrade HW capacity, SW version, redundancy, connectivity with network elements and other applications as required
• Test and deploy bug fixes, new features/products related to NMS applications
• Quickly troubleshoot any issues with NMS systems and provide RCA, implement AIs
• Analyse and assist business and tech teams with new data analytics
• Vendor relationship management for issues, upgrade, new product evaluation etc.
• Manage connectivity, capacity and redundancy for all applications & network
• Prepare and Maintain SOPs of critical Process; perform Process Correction on requirement basis.

Requirements:

1. Should have years of work experience in Telco / ISP background
2. Must have hands on experience in network monitoring and managing corresponding systems/tools
3. Must have in depth understanding of SNMP and various parameters to be monitored for smooth network operations and troubleshooting
4. Should have good understanding of TCP/IP, networking, switching and routing
5. Should have good understanding of MSSQL, MySQL DB, Windows server, basic OS & virtualization concepts
6. Should be good in at least one scripting language like Python
7. Should have work experience on Solarwinds or similar leading NMS system
8. Should have experience in planning and operations of distributed L3 network
9. Should be available 24*7 for emergency situations
10. Should be able to work in very late night for planned activities
11. CCNA/CCNP Certification is Preferred.
12. Understanding of FTTH, GPON & Wifi concepts is an advantage
13. Must have done BE/B.Tech or equivalent in Computer Engineering/Electronics & Communication Engineering/Electronics & Electrical Engineering

• Proven experience as a Full Stack Developer or similar role with 2+ years of experience.
• Experience developing desktop and mobile applications
• Strong knowledge of at least one back-end languages (preferably Python/Ruby/ Node.js) and JavaScript frameworks (e.g. Angular, React)
• Familiarity with databases (e.g. MySQL, MongoDB), web servers (e.g. Apache) and UI/UX design
• Database design and management, including being up on the latest practices and associated versions
• For us, security is of utmost importance - You understand security concepts deeply and write code to protect us and our users.
• Should be able to architect robust Restful APIs
• Proactive, Strong Result orientation (propose solutions based on product capabilities) and Creativity.
• Good knowledge and understanding of the product development life cycles.
• Good verbal and written communication skills (Advanced English)
• Ability to work independently and as part of a team

We are looking for a seasoned Recruiter to support our staffing division. The right candidate must be able to successfully manage, prioritize and close searches against a timeline and have experience setting benchmarks, metrics, and understand how to prioritize to hit all client SLAs. They thrive in an innovative, fast-paced environment, can roll up their sleeves, work hard, have fun, and get the job done.  

Responsibilities

• Manage the full-cycle recruitment process -sourcing, interviewing & closing candidates
• Conduct phone interviews to screen and qualify candidates in a timely manner while always providing a positive candidate experience
• Help to maintain various recruitment tracking reports, and enhance existing reports where applicable
• Successful track-record of delivering on aggressive hiring goals and managing a high requisition count with multiple clients
• Proven experience and knowledge of sourcing and attracting top tier passive talent
• A drive to excel in a fast-paced, autonomous environment.

 Experience Required

•        1+ years of relevant recruiting experience 
• Experience in hiring technical profiles on a permanent / C2H basis
• Self-starter who can operate effectively in a fast-paced environment and navigate ambiguity independently
• Strong attention to detail and the ability to prioritize competing demands
• Strong problem-solving, data analytics, and reporting skills
• Excellent communication (both written and verbal, listening and questioning skills), organization and interpersonal skill, ability to work with diverse personalities

• If you are interested in creating a user-friendly environment by writing code and moving forward in your career, then this job is for you.
• Collaborate with back-end developers and web designers to improvenusability.
• Writing tested and idiomatic JavaScript, HTML and CSS.
• Present key milestone deliverables to peers and execute level stakeholders.
• Build reusable code and libraries for future use.
• Tech-savvy professional, who is curious about new digital technologies and aspires to combine usability with visual design.

1. Bachelor's Degree in Computer Science
2. 1-5 years of professional software development experience
3. Experience with ES2015+, React, Webpack/Rollup, CSS, Node.js, Object oriented JS, FP in JS, TDD/BDD, Git, CSS
4. Ability to write clean, effective code
5. Strong problem solving and troubleshooting skills
6. Ability to work independently in a fast-paced environment with frequent production releases
7. Understanding of performance and efficiency with a strong customer focus
8. Work cross functionally to collaborate with designers o iterate on the design and implementation of our product
9. Be empathetic towards customers and appreciate the user's experience