Qureos Mentor

eClerx

eClerx is a productized services company that integrates people, technology, and domain expertise to enhance business outcomes. With a mission to set industry benchmarks for client service and success, eClerx aims to be the preferred innovation partner in technology, data analytics, and process management services. The company operates in various sectors, including financial services, digital services, and eCommerce operations, and is committed to delivering exceptional value to its clients.

<div>
 
 Team Leader Job Description
 
 
 
 
 
 
 
 Job Title:
 
 Team Leader
 
 
 
 
 
 Department:
 
 Operations
 
 
 
 Reports to:
 
 Ops Manager or Team Manager
 
 
 
 Direct Reports:
 
 
 <ul>
 <li>
 Contact Center Agents
 </li>
 </ul>
 
 
 Hours:
 
 Full Time with shiftwork.
 
 
 
 Location:
 
 Cairo, Egypt
 
 
 
 
 
 Primary Responsibilities
 
 
 
 
 
 The Team Leader is responsible for achieving employee, customer, client satisfaction through effective people leadership and coaching.
 
 <ul>
 <li>
 The Team Leader will motivate and lead 15 &ndash; 17 Contact Center Agents. The primary objective of the TL is to meet and exceed set targets through managing the operational performance of his/her team.
 </li>
 <li>
 Ensure that all Agents are familiar with the business targets and monitor the KPI&rsquo;s assigned to them and provide constant feedback in order to assist Agents in attaining targets.
 </li>
 <li>
 Communicate clear expectations with each Agent to ensure that they have the tools, knowledge and coaching required to meet the business objectives.
 </li>
 <li>
 Review and assess performance reports. Advise Agents regarding their on-going professional development.
 </li>
 <li>
 Manage and keep up to date the applications, databases and documentation corresponding to the TL&rsquo;s areas of responsibility.
 </li>
 <li>
 Manage shrinkage to ensure the business is not impacted
 </li>
 <li>
 Take full responsibility and action on disciplinary matters as determined by and in consultation with the management team.
 </li>
 <li>
 Assist with any payroll matters to ensure ongoing accuracy of the Agents pay and supporting documentation.
 </li>
 <li>
 Manage the implementation and compliance of the company&rsquo;s policies and procedures.
 </li>
 <li>
 Coach for success. Complete no less than four (4) side-by-side coaching/monitoring sessions, with documentation per month per Agent.
 </li>
 </ul>
 
 
 
 
 
 
 
 Qualification, Experience &amp; Skills
 
 
 
 
 <ul>
 <li>
 Holds a university/college degree with 2+ years of team management experience in a Cable and/or Telecommunications Call Center.
 </li>
 <li>
 Proven and successful track record of effective people leadership within a customer relationship management (CRM) environment.
 </li>
 <li>
 Good understanding of CRM, Medallia and contact center best practices.
 </li>
 <li>
 Ability to set and focus on clear objectives and priorities.
 </li>
 <li>
 Previous experience in a performance driven environment.
 </li>
 <li>
 Excellent communications skills when writing, speaking and presenting to all stake holders.
 </li>
 <li>
 Strong negotiation, interpersonal, written and oral communications skills &ndash; including presentation skills.
 </li>
 <li>
 Additional responsibilities may be added as the needs of the business change and expand.
 </li>
 </ul>
 
 
 
 
 
 We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
 
 
</div>

Team Leader

<div>
 
 Company &ndash; eClerx
 
 
 Job Title &ndash; Operation Manager
 
 
 Job Location - Qesm El Maadi, Cairo, Egypt
 
 
 Employment Type &ndash; Full-Time
 
 
 Seniority Level &ndash; Mid Senior Level
 
 
 
 
 
 
 Job description :
 
 
 
 
 
 
 
 Primary Responsibilities :
 
 
 <ul>
 <li>
 Manages multiple teams and maintains &amp; improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing systems and process improvement and quality assurance programs
 </li>
 <li>
 Ensure Performance Metrics are achieved consistently and all client deliverables met within timelines
 </li>
 <li>
 Prepares performance reports by collecting, analyzing and summarizing data and trends
 </li>
 <li>
 Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
 </li>
 <li>
 Lead client/vendor reviews/calibrations and revert to client/vendor queries on routine issues
 </li>
 <li>
 Provide innovative ideas to optimize internal metrics &amp; ensure critical matrices are met timely
 </li>
 <li>
 Perform audits and quality checks on Team Leads &amp; Floor Supports and provide feedback to them periodically on their performance
 </li>
 <li>
 Ensure cross skilling, perform Training Need Identification for teams and Bottom Quartile Management
 </li>
 <li>
 Hold periodic meetings to discuss operational updates, discuss task delegation and review issues
 </li>
 <li>
 Focus on retention of staff through career mapping &amp; guiding team members
 </li>
 <li>
 Advocate and adhere to organizational policies and procedures and remediation of any major incident
 </li>
 <li>
 Accomplish human resource objectives by recruiting, selecting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures
 </li>
 </ul>
 
 
 Qualification, Experience &amp; Skills :
 
 
 <ul>
 <li>
 Overall experience of 12+ years and should be a graduate or post graduate
 </li>
 <li>
 Proven and successful track record of effective people leadership within a customer relationship management (CRM) environment.
 </li>
 <li>
 Good understanding of CRM, Medallia and contact center best practices.
 </li>
 <li>
 Previous experience in a performance driven environment.
 </li>
 <li>
 Excellent communications skills when writing, speaking and presenting to all stake holders.
 </li>
 <li>
 Strong negotiation, interpersonal, written and oral communications skills &ndash; including presentation skills.
 </li>
 <li>
 Experience in the cable and telephone industry is an asset.
 </li>
 <li>
 He/she must also possess an understanding of the repair process in Telecom and Cable industry
 </li>
 </ul>
 
 
 
 
 
 We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law
 
 
 
 
</div>

Operation Manager

<div>
 
 We are Happy to announce that we are hiring for a
 
 Customer Support Specialist position
 
 ! In
 
 Eclerx
 
 we Pride ourselves on creating a welcoming and nurturing environment for Young Talent, and those looking to start a Solid career, providing a
 
 Competitive salary
 
 !
 
 
 
 
 
 
 Job Details:
 
 
 
 
 
 <ul>
 <li>
 Language Requirement:
 
 English
 
 
 B1+ and B2
 
 </li>
 <li>
 Night Shifts and overnight (
 
 Transportation available
 
 , door to door)
 </li>
 <li>
 Entry level, no experience needed
 </li>
 <li>
 
 Graduates
 
 or drop outs only
 </li>
 <li>
 
 Egyptian
 
 Nationals
 </li>
 <li>
 
 Competitive salary:
 
 21K net plus KPIs (based on performance).
 </li>
 <li>
 Location: Maadi Technology Park
 </li>
 </ul>
 
 
 
 
 If you're Interested Apply directly here attaching an Updated CV.
 
</div>

Customer Service Specialist

<div>
 
 Job Description
 
 
 
 As a Customer Care Executive for the Inbound US Voice Process with a focus on Sales and Upselling, you will be responsible for delivering outstanding customer service to customers in the United States and also selling products and services to increase revenue. You will be the first point of contact for customers who call in with inquiries, and your primary goal will be to ensure that their needs are addressed, their questions are answered, and their interest in purchasing products and services is captured.
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Answering incoming calls from customers in a professional and courteous manner.
 </li>
 <li>
 Listening actively to customers and asking probing questions to fully understand their needs and concerns.
 </li>
 <li>
 Providing accurate and timely information to customers about products and services, pricing, and promotions, while actively seeking opportunities to upsell.
 </li>
 <li>
 Handling customer objections and concerns with empathy and professionalism, and working to address them to close the sale.
 </li>
 <li>
 Documenting all customer interactions and details of inquiries, issues, and sales in the company's CRM system.
 </li>
 <li>
 Meeting or exceeding individual and team sales targets.
 </li>
 <li>
 Maintaining a high level of knowledge about the company's products and services, as well as industry trends and best practices.
 
 
 </li>
 </ul>
 Requirements:
 
 
 <ul>
 <li>
 Excellent verbal and written communication skills in English.
 </li>
 <li>
 Previous experience in a customer service and sales role, preferably in a call center environment.
 </li>
 <li>
 Ability to multitask, prioritize, and manage time effectively.
 </li>
 <li>
 Strong problem-solving skills and the ability to think on your feet.
 </li>
 <li>
 Comfortable working in a fast-paced environment.
 </li>
 <li>
 Flexibility to work in rotational shifts, including evenings, weekends, and holidays.
 </li>
 <li>
 Familiarity with basic computer skills and knowledge of CRM systems.
 
 
 </li>
 </ul>
 Education:
 
 
 <ul>
 <li>
 Bachelor's degree in any field is preferred.
 
 
 </li>
 </ul>
 If you are a people-person with a passion for delivering outstanding customer service and have the necessary skills and experience to drive sales and upselling, we encourage you to apply for this exciting opportunity.
</div>

Analyst

<div><h1 class="jobSectionHeader">Operations Supervisor
</h1>Location: Cairo, Egypt (on-site) Employment type: Full-time
<h2 class="jobSectionHeader">About the role
</h2>We're hiring an Operations Supervisor to lead a team of customer service representatives in our contact-centre operations. You'll be responsible for your team's daily performance, coaching, and delivery against targets &mdash; keeping service quality high while supporting and developing your people.
<h2 class="jobSectionHeader">Responsibilities
</h2><ul><li>Lead, supervise, and motivate a team of customer service representatives.
</li><li>Monitor daily performance against KPIs and SLAs (quality, productivity, customer satisfaction, attendance/adherence).
</li><li>Coach and give regular feedback to help team members improve and grow.
</li><li>Manage shift schedules, attendance, and real-time coverage.
</li><li>Handle escalations and support agents on complex customer issues.
</li><li>Run team huddles and one-on-ones, and conduct performance reviews.
</li><li>Track and report team metrics to management.
</li><li>Ensure the team follows processes, quality standards, and company policies.
</li></ul><h2 class="jobSectionHeader">Requirements
</h2><ul><li>2+ years' experience in a contact-centre / BPO environment, including team-lead or supervisory experience.
</li><li>Strong English communication skills (CEFR B2 or above).
</li><li>Solid people-management and coaching skills.
</li><li>Good understanding of contact-centre KPIs and performance management.
</li><li>Comfortable working on-site in rotational shifts.
</li><li>Strong organisation, problem-solving, and reporting skills.
</li><li>Bachelor's degree preferred.
</li></ul><h2 class="jobSectionHeader">What we offer
</h2><ul><li>A leadership role with real impact on team performance and growth.
</li><li>Competitive salary plus performance incentives.
</li><li>Career-development and progression opportunities.
</li><li>A supportive, fast-paced work environment.
</li><li>(Add transportation, medical insurance, or other benefits as applicable.)</li></ul></div>

Associate Process Manager

<div>
 
 We're hiring a Sourcing &amp; Screening Specialist to power high-volume recruitment for our BPO operations. You'll sit at the front of the hiring funnel &mdash; finding candidates across multiple channels, screening them against clear quality standards, and keeping a healthy pipeline flowing to hit aggressive monthly intake targets. It's a fast-paced, target-driven role ideal for someone who enjoys the hunt for talent and thrives on numbers and deadlines.
 
 
 
 
 
 
 
 
 
 About the Role
 
 
 
 
 
 
 
 
 
 As a Sourcing &amp; Screening Specialist, you will be responsible for driving the recruitment process and ensuring a steady flow of qualified candidates.
 
 
 
 
 
 
 
 
 
 Responsibilities
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Source massively to find qualified candidates
 </li>
 <li>
 Maintain and develop pipeline of eligible candidates for future open positions
 </li>
 <li>
 Conduct interviews via phone or in-person
 </li>
 <li>
 Qualify or reject candidates based on interview feedback and resume reviews
 </li>
 <li>
 Serve as contact person for questions from candidates
 </li>
 <li>
 Meet weekly quotas related to calls and emails
 </li>
 </ul>
 
 
 
 
 
 Required Skills
 
 
 
 
 
 <ul>
 <li>
 Effective communication skills
 </li>
 <li>
 Strong organizational and interpersonal skills
 </li>
 <li>
 Experience working with Microsoft Office suite
 </li>
 <li>
 High-energy and passion
 </li>
 <li>
 Demonstrated ability to meet quotas
 </li>
 </ul>
 
 
 
</div>

Recruiter

Join eClerx and explore 6   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.