Urwah Admin

ECCO Gulf Majorel Qatar

<div>Key Activities

1. Experience selling regulated financial products via phone with adherence to scripts and compliance controls (industry banking practice)
2. Ability to work within governed telesales environments with call recording and quality assurance (Verification Needed)
3.Execute outbound and inbound telesales campaigns for credit card acquisition to achieve monthly card sales targets (+cards/month).
4.Convert bank-provided leads and prescreened/preapproved prospects to activated cards, improving lead-to-sale conversion rate (+pp).
6.Apply approved sales scripts and product propositions to ensure compliant selling and reduce mis-selling incidents ( incidents).
7.Prioritize outreach using provided propensity models and lead lists to improve productivity per agent (+cards/FTE).
8.Educate customers on card features, benefits, fees, and usage to improve activation rate within 30 days (+pp).
8.Capture accurate customer information and update CRM/sales systems to maintain data quality ( rework/errors).
9.Adhere to governance controls including call recording, quality checks, and policy compliance to meet audit standards (100% compliance).
KPIs

Monthly cards sold per agent (+cards/month)
Lead-to-sale conversion rate (+pp)
Card activation rate within 30 days (+pp)
Sales quality score from call monitoring (% compliant)
Productivity per agent (cards/FTE)
Script adherence and compliance incidents ( count)
Knowledge and Experience
1.Credit card acquisition lifecycle knowledge (lead sale activation)
2.Understanding of regulated sales environments and mis-selling prevention
3.Familiarity with contact-centre operations, call handling, and CRM usage
Nice-to-have:
1.Experience with pre-screened or preapproved card sales models
2.Exposure to cross-sell (debit-to-credit) or ETB reactivation campaigns
3.Familiarity with UAE/GCC retail banking products and customer expectation
Mandatory Skills
1. Phone-based consultative selling and objection handling
2. CRM and sales system data entry and hygiene
3. Scripted sales execution with compliance focus
4. Basic sales performance tracking (targets, productivity, conversion)</div>

Card Sales Acquisition Specialist (Teleagent)

<div>We are looking for a skilled IT Support Specialist (L1) to join our IT support team and ensure smooth day-to-day IT operations and user support.
Key Responsibilities<ul><li> Respond to and resolve L1 IT incidents (hardware, software, basic network, account access)</li><li> Log all tickets in the IT ticketing system (integration with Symphony per CL-03, CL-04, and integration sheet</li><li> Escalate unresolved issues to IT Helpdesk Supervisor</li><li> Assist agents with login issues, application errors, printer/peripheral problems</li><li> Perform basic troubleshooting of telephony/softphone issues</li><li>
Support onboarding of new users, including access provisioning and workstation setup in coordination with relevant teams</li></ul><h3 class="jobSectionHeader">
Requirements</h3>
Education:<ul><li>
Diploma or Bachelor&rsquo;s degree in IT, Computer Science, or a related field</li></ul>
Experience:<ul><li>
Minimum 2&ndash;3 years in IT Helpdesk or Technical Support roles</li></ul>
Certifications (Preferred):<ul><li>
ITIL Foundation</li><li>
CompTIA A+</li><li>
Microsoft 365 Fundamentals</li></ul>
Languages:<ul><li>
Fluent in Arabic and English (bilingual mandatory)</li></ul>
Technical Skills:<ul><li>
Windows OS troubleshooting</li><li>
Microsoft Office support</li><li>
Basic networking knowledge</li><li>
Active Directory user management</li><li>
Basic understanding of VoIP/telephony systems</li></ul></div>

IT Support Specialist (L1)

<div>We are looking for an experienced IT Helpdesk Supervisor to oversee daily Level 1 IT support operations and ensure smooth service delivery across shifts.<h2 class="jobSectionHeader">
Key Responsibilities</h2><ul><li>
Supervise L1 IT support team across shifts.</li><li>
Ensure adherence to ITIL-aligned incident management processes.</li><li>
Act as escalation point for unresolved L1 issues before routing to L2/L3 support teams.</li><li>
Generate weekly IT support performance reports including ticket volume, first-call resolution, response times, and resolution times.</li><li>
Coordinate with internal IT teams for system access and new agent onboarding/offboarding.</li><li>
Manage IT support schedule and shift handover.</li></ul><h2 class="jobSectionHeader">
Requirements</h2><ul><li>
Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field.</li><li>
Minimum 5&ndash;7 years of experience in IT support operations, including at least 2 years in a supervisory role.</li><li>
Mandatory certification in ITIL 4 Foundation (per CL-65 &ndash; required for IT Helpdesk Supervisor)</li><li>
Additional certifications such as CompTIA A+, Network+, or Microsoft 365 Certified are preferred.</li><li>
Fluency in both Arabic and English is mandatory.</li><li>
Hands-on experience with service desk tools and ticketing systems.</li><li>
Knowledge of Azure Cloud environment.</li><li>
Strong communication, coordination, problem-solving, and team management skills.</li></ul></div>

IT Helpdesk Supervisor

<div>We are looking for a Senior Business Analyst to join our team and support data-driven decision-making and operational performance improvement.<h4 class="jobSectionHeader">
Key Responsibilities:</h4><ul><li>
Analyze operational data (calls, leads, AHT, SLA, conversion, productivity) to identify trends, gaps, and improvement opportunities.</li><li>
Provide actionable insights to improve performance, efficiency, and customer experience.</li><li>
Monitor key KPIs and conduct root cause analysis (RCA) for performance deviations.</li><li>
Design and maintain daily, weekly, and monthly performance reports.</li><li>
Build and manage automated dashboards using Excel and Power BI for real-time reporting.</li><li>
Ensure accuracy, consistency, and alignment of reporting with business requirements.</li><li>
Identify inefficiencies in workflows, processes, and resource utilization.</li><li>
Recommend and implement data-driven solutions to improve productivity and reduce costs.</li><li>
Support workforce planning through forecasting, volume analysis, and staffing models.</li></ul><h4 class="jobSectionHeader">
Requirements:</h4><ul><li>
Experience in business analysis, data analysis, or operations reporting.</li><li>
Strong knowledge of KPIs, reporting, and performance analysis.</li><li>
Proficiency in Excel; Power BI is an advantage.</li><li>
Strong analytical and problem-solving skills.</li><li>
Experience in operations or contact center environment is preferred.</li></ul></div>

Senior Business Analyst – Call Centre Operations

<div>The International Relations Support Services Professional will play a key role in strengthening international cooperation, strategic partnerships, and diplomatic engagement efforts. The role involves supporting the planning, coordination, and execution of bilateral and multilateral relations, while providing high-level advisory support aligned with international policies, agreements, and organizational mandates.
The ideal candidate will bring strong expertise in international affairs, diplomacy, protocol, and stakeholder management within governmental, intergovernmental, or diplomatic environments. This position contributes directly to enhancing global positioning through effective foreign engagement strategies.<h3 class="jobSectionHeader">
Key Responsibilities</h3><h4 class="jobSectionHeader">
1. Strategic Engagement &amp; Partnership Development</h4><ul><li>
Support the development and positioning of international engagement strategies aligned with national and organizational objectives.</li><li>
Identify and pursue opportunities for bilateral and multilateral collaboration with international organizations and development partners.</li><li>
Build and maintain relationships with key international stakeholders to strengthen institutional partnerships.</li><li>
Lead and support international cooperation initiatives, including MoUs and bilateral/multilateral agreements.</li><li>
Coordinate joint projects with government entities, international institutions, and relevant stakeholders.</li></ul><h4 class="jobSectionHeader">
2. Policy &amp; Advisory Support</h4><ul><li>
Provide expert analysis and advisory support on international cooperation, global governance, regional integration, and relevant sector policies.</li><li>
Prepare high-level documentation including policy briefs, position papers, background notes, and recommendations.</li><li>
Ensure alignment between international engagements and national strategic priorities.</li></ul><h4 class="jobSectionHeader">
3. Protocol &amp; Diplomatic Liaison</h4><ul><li>
Advise on diplomatic protocol, international etiquette, and official procedures.</li><li>
Coordinate high-level visits, missions, meetings, and participation in international forums and summits.</li><li>
Serve as a liaison with embassies, consulates, diplomatic missions, and international organizations.</li></ul><h4 class="jobSectionHeader">
4. International Event Coordination</h4><ul><li>
Plan and manage participation in international conferences, negotiations, and exhibitions.</li><li>
Develop delegation materials including agendas, talking points, and briefing notes.</li><li>
Oversee logistics and protocol requirements for international engagements and hosted events.</li></ul><h4 class="jobSectionHeader">
5. Reporting &amp; Documentation</h4><ul><li>
Prepare analytical reports and recommendations based on international best practices.</li><li>
Maintain accurate records of international agreements, stakeholder engagements, and follow-up actions.</li></ul>
Required Skills &amp; Qualifications<ul><li>
7&ndash;10 years in international relations, diplomacy, or foreign affairs.</li><li>
Bachelor&rsquo;s degree in International Relations, Political Science, Public Policy, International Law, or a related field.</li><li>
Strong knowledge of international relations frameworks, diplomacy, and global governance.</li><li>
Proven experience in stakeholder engagement with governments, embassies, and international organizations.</li><li>
Expertise in preparing high-level briefings, policy documents, speeches, and official correspondence.</li><li>
Solid understanding of diplomatic protocol and official visit procedures.</li><li>
Ability to lead and manage international initiatives and cross-border collaborations.</li><li>
Excellent written and verbal communication skills.</li><li>
Strong organizational and coordination skills in complex, multicultural environments.</li></ul></div>

International Relations Support Services

<div>Job Description

1. Log incoming faults on our system (SCSM ITSM Tool), carry out initial diagnostics and look to resolve 70+% of all faults and requests.
2. Work within strict SLAs to provide our customers with a timely resolution
3. Provide 1st &amp; 2nd line support and monitors day to day operations of Network Operation Center
4. Assist in coordinating and managing end users&rsquo; escalations and other internal departments of NOC Sev1 and Sev2 issues.
5. Monitors all outages/issues through the return to normal services.
6. Responds to ServiceDesk telephone calls emails and personnel requests for technical support in a timely and courteous manner.
7. Provide initial triage of problems impacting services to determine problem source and provides resolutions if possible.
8. Identifies and escalate issues requiring urgent attention by other IT resources or 3rd party vendors to the appropriate resource for expeditious troubleshooting and resolution.
9. CMDB update/tracking.
10. Ensure all support requests are up to date and in hand at the end of each shift, handing over any outstanding issues to shift staff.
11. Control and ownership of all 1st line NOC activities
12.Monitor and look after all servers and networks infrastructure.
13. Take appropriate corrective action or escalation in the event of service (Exchange, Server, Messaging, Application or network) related incident and outage.
14. Engineers are required to maintain incident details, contact with users and all work performed on said incidents in the firm&rsquo;s incident management system.
15. Experience in a system monitoring group performing server level monitoring and troubleshooting
16. Understanding of monitoring tools, including but not limited to Microsoft SCOM, LiveMaps and other NOC related tools.
17.Knowledge of Windows Active Directory, Microsoft Exchange Server, common applications, and operating environments in an enterprise setting.
18.Solid understanding of network principles as well as basic network troubleshooting skills.
Other Responsibilities
1.Working knowledge of a wide range of datacenter, technologies including Local (LAN) and wide-area networks (WAN): NAS and/or SAN storage technologies. Oracle Technologies, Linux, Microsoft servers, firewalls, and VPN network protocols such as TCP/IP, WINS, DNS, DHCP, SNMP, FTP, HTTP, SMTP, etc.
2. Background in network security, intrusion detection and server monitoring.
3. Minimum of 3 years of experience supporting a 24/7 mission critical IT Infrastructure.
4.Active Directory &amp; Messaging
5. Knowledge / experience with Windows Server, Active Directory, Exchange, and IIS in a large-scale distributed environment.
6. Knowledge of DFA and dual authentication
7. Active Directory operations.
8. Server &amp; Application Support
9. In-depth Knowledge of current and pending Microsoft Windows operating systems.
10. In-depth Knowledge of current and pending Microsoft Windows operating systems.
11. Understand Sharp hardware platforms and surrounding Peripherals.
12. Knowledge of VMware and Microsoft Hyper-V
13. Knowledge of enterprise backup facilities and how they function.
14. Knowledge of Microsoft SharePoint, Azure, and cloud technologies.
15. Infrastructure/Networking troubleshooting
16. Thorough understanding of name resolution methods like DNS and WINS in a globally diverse environment.
17. Experience and knowledge of wide area / local area networks and with the tools used to monitor / trouble shoot issues.
18. Strong experience with monitoring tools like SCOM and LiveMaps and demonstrated ability making use of these tools resolving these issues in complex and globally diverse environments.
19. Experience supporting SIP and/or VoIP
20. Understanding of Local Area Networks and Cisco switching devices.
21. Experience working in an ITIL environment and adhering to strict SLA's
Job Requirements and Qualifications
1. Minimum bachelor&rsquo;s degree in IT, Computer Science or related field
2. ITIL Foundation.
3. Certification in Microsoft (MCITP/MCSE/MCTS) and Cloud Computing Technologies is preferred
4. Citrix, AIX, Storage or Server management Certification is preferred
5. Minimum 3 years&rsquo; professional experience in IT domain, IT Support, Systems or Networking in mid-to-large enterprise preferred.</div>

IT NOC Specialist/Engineer

Join ECCO Gulf Majorel Qatar 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.