Qureos Mentor

Foundever

Foundever is a global leader in customer experience, providing customer service careers across various sectors. With a presence in 45 countries and partnerships with over 800 innovative brands, Foundever is dedicated to creating meaningful experiences for customers. The company emphasizes growth and development for its associates, offering opportunities in customer service, sales, operations, and more. Foundever aims to empower its employees to build exciting careers and make a significant impact in the customer experience industry.

<div></div><div><div><div><div><div><b>Job Description:
</b><div><div><div><div>About Us</div>
</div><div><div>
Foundever&trade; is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we&rsquo;re the team behind the best experiences for +800 of the world&rsquo;s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.</div>
<div>Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.</div>
</div></div><div><div><div>
Job Summary</div>
</div><div><p>
The Real Time Analyst monitors actual vs plan delivery at queue &amp; agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI.</p>
<ul><li>Need to work on multiple clients using a variety of tools to monitor &amp; report performance</li>
<li>Create and use standard templates to ensure consistent &amp; accurate reporting</li>
<li>Communicate actively with various groups to share call outs/deviations</li>
</ul>
<p>The Real Time Analyst (RTA) is part of the Workforce Management (WFM) team and is responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume.</p>
</div></div><div><div><div>
Primary Job Responsibilities</div>
</div><div><ul><li><b>Collect information for RTM</b>
<ul><li>Collect relevant program information about KPIs/BTP (Expectations)</li>
<li>Collect information about What if Scenarios/Alert mechanisms/Escalation guideline for the account</li>
</ul></li><li><b>Queue management (within the interval)</b>
<ul><li>Monitor queue</li>
<li>Manage skills</li>
<li>Situation management</li>
<li>BCP situations: Downtime, System issues, etc.</li>
<li>Routing issues (client side)</li>
<li>Volume allocation (Load balancing client side
</li></ul></li></ul></div></div><div><div><div>Long Description</div>
</div><div><ul><li><b>Intraday management (throughout the day)</b>
<ul><li>Planned to delivery governance (Service KPis, Handling capacity, Shrinkage, Handle time, Line adherence)</li>
<li>Send Staffing Outlook for present day +1 day at the start of shift to share projected plan</li>
<li>Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate
</li></ul></li></ul></div></div><div><div><div>Long Description</div>
</div><div><ul><li><b>Schedule Adherence (Agent level)</b>
<ul><li>Update shrinkage segments in WFM tool</li>
<li>Flagging agents out of adherence via Chat rooms/extns/radios</li>
</ul></li><li><b>Reporting</b>
<ul><li>Shrinkage reports</li>
<li>Skill/Account level Interval report</li>
<li>Agent level report</li>
<li>RCA report</li>
<li>Schedule adherence reports</li>
</ul></li></ul></div></div><div><div><div>Long Description</div>
</div><div><p><b>
Work Experience</b></p>
<ul><li>Previous call center experience required</li>
<li>Previous Work Force Management experience is amust</li>
</ul>
<div><b>Languages</b></div>
<ul><li>English B1+ - B2</li>
</ul>
<div><b>Tools and Applications</b></div>
<ul><li>Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint and Outlook.</li>
<li>VBA macros an asset</li>
<li>Experience with IEX, CMS, Avaya, other WFM tools is an asset</li>
</ul></div></div></div></div></div></div></div><div><div><div><div><div><p>Watch this video to get a sneak peak of the job in action</p></div></div></div></div></div></div><div></div>

German Real Time Analyst

<div>
 <strong>
  About Foundever
  <br/>
  <br/>
 </strong>
 Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we&rsquo;re the team behind the best experiences for +750 of the world&rsquo;s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
 <br/>
 <br/>
 <strong>
  Job Summary
  <br/>
  <br/>
 </strong>
 The Sr Learning Specialist will be responsible in implementing initiatives and influencing the learning strategies of the organization, in delivering and facilitating training programs that enhance the skills and knowledge of our employees. This role requires a proactive individual with excellent communication skills and a passion for facilitating training programs.
 <br/>
 <br/>
 <strong>
  Duties And Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Lead and oversee the development and implementation of training strategies and programs across the organization.
  </li>
  <li>
   Conduct advanced needs assessments and analyze training effectiveness metrics to drive continuous improvement.
  </li>
  <li>
   Mentor and guide junior Learning Specialists, providing support in program delivery and instructional design.
  </li>
  <li>
   Collaborate with leadership to align training initiatives with organizational goals.
  </li>
  <li>
   Design complex training solutions, including blended learning and e-learning modules.
  </li>
  <li>
   Facilitate high-level workshops and leadership training sessions.
  </li>
  <li>
   Stay updated on industry trends and best practices in learning and development.
  </li>
  <li>
   Perform other duties as assigned to meet departmental objectives.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications - Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Minimum 6 months of related experience in the Technical Support/Customer Service industry
  </li>
  <li>
   Minimum 6 month of experience in training, coaching and mentoring role.
  </li>
  <li>
   Strong understanding of adult learning principles and training processes.
  </li>
  <li>
   Extensive knowledge and experience in relevant subject matter.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  About Us
  <br/>
  <br/>
 </strong>
 A global customer experience leader, redefining the way brands speak with their customers.
 <br/>
 <br/>
 <strong>
  Job Summary
  <br/>
  <br/>
 </strong>
 <strong>
  Job Summary:
  <br/>
  <br/>
 </strong>
 Your role will be crucial in fostering a culture of continuous learning and development, ensuring our agents are equipped with the knowledge and skills to excel in their roles.
 <br/>
 <br/>
 Leads all operational training initiatives for the assigned programs/ accounts, ensuring KPI performance, enhanced learning curves and financial proficiency through operational goals attainment and attrition control via successful onboarding processes.
 <br/>
 <br/>
 Supervises, leads and develops the assigned team of Trainers, in a way that ensures the mentioned items are achieved while complying with
 <strong>
  Foundever
 </strong>
 operational and quality standards.
 <br/>
 <br/>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 <strong>
  Primary Job Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Develop and implement training plans that support all aspects of customer care center operations.
  </li>
  <li>
   Oversee training staff, ensuring they execute training plans according to both Foundever and Client guidelines. Assist in the creation of operational training programs as needed.
  </li>
  <li>
   Cultivate and maintain collaborative relationships with Operations to guarantee commitment to training programs.
  </li>
  <li>
   Identify needs and advise the management team on strategies to synergize operations and training resources for goal accomplishment.
  </li>
  <li>
   Set benchmarks for coaching and facilitation to maintain consistent standards in delivery and content.
  </li>
  <li>
   Formulate evaluation processes for all training staff and implement these processes consistently and fairly.
  </li>
  <li>
   Lead the hiring process for all Learning Specialists assigned to specific programs.
  </li>
  <li>
   Provide guidance and support to Learning Specialists through establishing timelines, setting goals, and facilitating ongoing coaching sessions. Foster instructional design and facilitation skills.
  </li>
  <li>
   Oversee the "Train the Trainer" processes, assess their effectiveness, make recommendations, and supervise implementation. Collaborate with Foundever and the Client stakeholders to ensure the achievement of these objectives.
  </li>
  <li>
   Design and implement tests to gauge the effectiveness of training programs and tools. Present findings to operational leaders and recommend strategies for implementation and continuous improvement.
  </li>
  <li>
   Create and enforce tracking processes. Collaborate with the Learning Specialist to collect and analyze quantitative training data. Generate training reports as necessary.
  </li>
  <li>
   Collaborate with operational leaders to determine training hours and staffing needs for Customer Service Representatives (CSRs).
  </li>
  <li>
   Assume the role of Supervisor to Learning Specialists, overseeing daily activities.
  </li>
  <li>
   Maintain comprehensive knowledge of all service tasks and programs, as well as system and telecommunication capabilities related to the assigned programs.
  </li>
  <li>
   Produce statistics on training and operational performance. Create reports integrating statistical analysis, and plan before and after actions.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   At least 3 years of experience in training or development roles is required. Prior experience in other roles within the BPO industry.
  </li>
  <li>
   Proven management experience.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Skills Required
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Should possess an in-depth understanding of the BPO industry and its key stakeholders.
  </li>
  <li>
   Excellent verbal and written communication in English (B2-C1)
  </li>
  <li>
   Must have superior presentation skills for both group and individual settings.
  </li>
  <li>
   Should be proficient in creating instructional materials.
  </li>
  <li>
   Exceptional interpersonal and communication skills are required.
  </li>
  <li>
   Strong leadership skills are necessary, including the ability to effectively manage groups of leaders.
  </li>
  <li>
   Should possess superior problem-solving skills and demonstrate creativity in resolution.
  </li>
  <li>
   Ability to adapt to changes in the work environment, including organizational and cultural shifts, is a must.
  </li>
  <li>
   Must demonstrate strong teamwork skills.
  </li>
  <li>
   Proficiency in MS Office software packages (Word, Excel, PowerPoint) is required.z
  </li>
 </ul>
</div>


Training Lead

<div></div><div><div><div><div><div><b>Job Description:
</b><div><div><div><div>About Us</div>
</div><div><div>
Foundever&trade; is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we&rsquo;re the team behind the best experiences for +800 of the world&rsquo;s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.</div>
<div>Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.</div>
</div></div></div><p>
Role Summary / Mission</p>
<p>
The Workforce Management Supervisor is responsible for overseeing Planning, Scheduling, and Real-Time functions to ensure optimal staffing, schedule efficiency, and intraday performance. The role manages a team of Planners, Schedulers, and RTAs to deliver forecast accuracy, staffing optimization, and real-time service level achievement aligned with contractual and financial KPIs.</p>
<p>
Key Responsibilities</p>
<p>1. Team Leadership &amp; Governance</p>
<ul><li>Lead WFM function across Planning, Scheduling, and Real-Time teams</li>
<li>Manage day-to-day performance of Planners, Schedulers, and RTAs</li>
<li>Define WFM operating cadence (forecast, schedule, intraday governance)</li>
<li>Set KPIs and monitor team performance</li>
<li>Coach and develop WFM analysts across functions</li>
<li>Ensure process standardization across accounts/programs</li>
<li>Stakeholder management with Operations, Clients, and Leadership</li>
</ul><p>2. Forecasting &amp; Capacity Planning Oversight</p>
<ul><li>Review and approve volume forecasts (short / mid / long term)</li>
<li>Validate planning assumptions (AHT, shrinkage, productivity, seasonality)</li>
<li>Oversee staffing requirement calculations</li>
<li>Approve hiring glidepaths and ramp plans</li>
<li>Lead scenario planning and 'what-if' modelling</li>
<li>Own budget inputs and capacity recommendations</li>
<li>Ensure forecast accuracy and plan adherence</li>
</ul><p>3. Scheduling Oversight</p>
<ul><li>Oversee schedule creation using approved staffing plans</li>
<li>Ensure timely schedule release and updates</li>
<li>Approve leave allocation, VTO, overtime recommendations</li>
<li>Monitor schedule efficiency and coverage optimization</li>
<li>Govern shift patterns, break optimization, and shrinkage allocation</li>
<li>Ensure WFM tool updates for new hires, transfers, and attrition</li>
<li>Partner with operations on schedule changes and off-phone activities</li>
</ul><p>4. Real-Time Management Oversight</p>
<ul><li>Supervise intraday performance management</li>
<li>Monitor service level vs plan and drive recovery actions</li>
<li>Oversee queue management and load balancing</li>
<li>Approve intraday reforecast and staffing adjustments</li>
<li>Govern schedule adherence management</li>
<li>Manage incident handling (system issues, volume spikes, outages)</li>
<li>Ensure real-time reporting and escalation discipline</li>
</ul><p>5. Performance &amp; Reporting</p>
<ul><li>Own WFM reporting framework (Daily / Weekly / Monthly)</li>
<li>Analyze forecast accuracy, schedule efficiency, and intraday performance</li>
<li>Present WFM insights to Operations leadership</li>
<li>Drive continuous improvement initiatives</li>
<li>Provide RCA for service level misses</li>
<li>Track productivity, utilization, shrinkage, and bill-to-pay</li>
</ul><p>6. Stakeholder Management</p>
<ul><li>Partner with Operations leaders on staffing strategy</li>
<li>Collaborate with Finance/FP&amp;A for budgeting</li>
<li>Interface with clients on forecast and staffing commitments</li>
<li>Support hiring plans with Recruitment &amp; HR</li>
<li>Align training plans with Learning team</li>
</ul><p>Key KPIs</p>
<p>Planning KPIs</p>
<ul><li>Forecast Accuracy</li>
<li>Staffing Plan Accuracy</li>
<li>Capacity vs Demand alignment</li>
</ul><p>Scheduling KPIs</p>
<ul><li>Schedule Efficiency</li>
<li>Schedule Release Timeliness</li>
<li>Coverage vs Requirement</li>
<li>Shrinkage Optimization</li>
</ul><p>Real-Time KPIs</p>
<ul><li>Service Level / ASA</li>
<li>Intraday Plan Adherence</li>
<li>Schedule Adherence</li>
<li>Staffing Compliance</li>
</ul><p>Financial KPIs</p>
<ul><li>Bill to Pay %</li>
<li>Overtime %</li>
<li>Utilization</li>
</ul><p>Direct Reports</p>
<ul><li>Workforce Planners</li>
<li>Senior Workforce Schedulers</li>
<li>Senior Real-Time Analysts (RTA)</li>
</ul><p>Stakeholders</p>
<p>Internal</p>
<ul><li>Operations Managers</li>
<li>Program Directors</li>
<li>Training / L&amp;D</li>
<li>HR / Recruitment</li>
<li>Finance</li>
</ul><p>External</p>
<ul><li>Client WFM Teams</li>
<li>Client Operations</li>
</ul><p>Required Skills &amp; Competencies</p>
<ul><li><b>Strong leadership and team management skills</b></li>
<li><b>Ability to work effectively under pressure and in high-stress environments</b></li>
<li><b>Excellent escalation management capability</b></li>
<li><b>Experience managing multi-site WFM operations</b></li>
<li><b>Strong cross-site stakeholder communication</b></li>
<li><b>Ability to manage multiple priorities simultaneously</b></li>
<li><b>Advanced analytical and problem-solving skills</b></li>
<li><b>Financial and workforce planning expertise</b></li>
<li><b>Strong presentation and executive communication skills</b></li>
<li><b>WFM tool expertise (IEX, Verint, Genesys, Calabrio, etc.. )</b></li>
</ul><p>Experience</p>
<ul><li>3&ndash;5 years WFM experience</li>
<li>Experience across Planning, Scheduling, and Real-Time</li>
<li>Prior team leadership is a must</li>
<li>Contact center environment required</li></ul></div></div></div></div></div><p></p>

Workforce Supervisor

<div></div><div><div><div><div><div><b>Job Description:
</b><div></div><div><div><div><b>Job Title:</b> Brand Champion</div>
</div>
<div><div><b>Location:</b><b> </b>CityStars Site (On-Site)</div>
</div>
<div><div><b>Employment Type:</b><b> </b>Full-Time</div>
</div>
<div><div><b>Working Hours:</b> 9 hours/day (including 1-hour break)</div>
</div>
<div><div><b>Days Off:</b> 2 days per week</div></div><div><br>
<div>
</div></div><div><div><b>Job Overview:</b></div>
</div>
<div><div>The Brand Champion&rsquo;s mission is to raise brand awareness, enhance team performance, and elevate the overall customer service experience. This role ensures that Customer Service Representatives (CSRs) fully understand and represent the telecom brand, its values, and offerings. Acting as a key focal point between operations and the client, the Brand Champion plays a vital role in driving engagement, communication, and performance alignment.</div></div><div><br>
<div>
</div></div><div><div><b>Key Responsibilities:</b></div>
</div>
<div><ul><li><div>Educate Customer Service teams on telecom products, services, and the brand&rsquo;s core values.</div>
</li>
</ul></div><div><ul><li><div>Build and reinforce brand recognition by clearly communicating why the telecom brand is the preferred choice.</div>
</li>
</ul></div><div><ul><li><div>Provide subject matter expertise and create excitement around new products, pricing, promotions, and incentives.</div>
</li>
</ul></div><div><ul><li><div>Inspire and support CSRs to deliver an exceptional customer experience aligned with brand standards.</div>
</li>
</ul></div><div><ul><li><div>Act as an on-site brand ambassador, ensuring consistent brand representation across all customer interactions.</div>
</li>
</ul></div><div><ul><li><div>Develop and manage monthly brand activity calendars to drive engagement and awareness.</div>
</li>
</ul></div><div><ul><li><div>Conduct uptraining sessions for Team Leaders and selected stakeholders on brand updates and initiatives.</div>
</li>
</ul></div><div><ul><li><div>Support performance improvement by energizing teams and rallying engagement around brand goals.</div>
</li>
</ul></div><div><ul><li><div>Act as a focal point for brand-related insights, collecting data and sharing relevant updates with the client.</div>
</li>
</ul></div></div><div><div><ul><li><div>Maintain strong and professional communication with the client, including participation in meetings when required.</div></li></ul><br>
</div>
<div></div><div><div><b>Requirements:</b></div>
</div>
<div><ul><li><div>Minimum 6 months of experience as a Customer Service Representative (CSR); SME or <b>CSR Level 2 is preferred.</b></div>
</li>
</ul></div><div><ul><li><div>Strong understanding of telecom products and services, or the ability to quickly build this knowledge.</div>
</li>
</ul></div><div><ul><li><div>Confident communicator, with the ability to represent the brand effectively in client-facing meetings.</div>
</li>
</ul></div><div><ul><li><div>Strong presentation, interpersonal, and influencing skills.</div>
</li>
</ul></div><div><ul><li><div>Energetic, enthusiastic, and passionate about customer experience and brand representation.</div>
</li>
</ul></div><div><ul><li><div>Creative mindset with the ability to develop engaging ideas and initiatives.</div>
</li>
</ul></div><div><ul><li><div>Ability to motivate teams and drive performance through engagement and communication.</div></li></ul></div></div></div></div></div></div></div><div></div>

Brand Champion

<div>
 <strong>
  About Us
  <br/>
  <br/>
 </strong>
 Foundever&reg; is a global leader in the #CustomerExperience (#CX) industry. Create Connection. Value Conversation.
 <br/>
 <br/>
 <strong>
  Job Summary
  <br/>
  <br/>
 </strong>
 <strong>
  Job Summary:
  <br/>
  <br/>
 </strong>
 The L&amp;D Specialist will support the continuous development of customer service teams within a fast-paced BPO environment. This role focuses on improving operational performance through targeted learning interventions, aligning training programs with KPIs such as CSAT, AHT, FCR, and Quality Scores. The role requires a strong focus on measurable business impact and ROI.
 <br/>
 <br/>
 <strong>
  Primary Job Responsibilities
  <br/>
  <br/>
 </strong>
 <strong>
  Key Responsibilities:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Design and develop training materials tailored to contact center operations (customer service, sales, technical support).
  </li>
  <li>
   Screen and evaluate learning content to ensure alignment with business goals and operational KPIs.
  </li>
  <li>
   Identify target audiences (new hires, tenured agents, team leaders) and customize training approaches accordingly.
  </li>
  <li>
   Partner with Operations, Quality, and Workforce Management teams on cross-functional projects.
  </li>
  <li>
   Support onboarding (new hire training), nesting, and continuous learning programs.
  </li>
  <li>
   Develop and implement competency frameworks for agents and team leaders.
  </li>
  <li>
   Analyze performance gaps using data (QA scores, CSAT, AHT, FCR) and recommend learning solutions.
  </li>
  <li>
   Measure training effectiveness beyond satisfaction, focusing on behavior change and business results.
  </li>
  <li>
   Track and report ROI of training initiatives, linking learning outcomes to operational improvements.
  </li>
  <li>
   Provide coaching support and upskilling initiatives to improve agent performance.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Job Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Minimum of 1 year of experience in Learning &amp; Development, preferably within a BPO or contact center environment.
  </li>
  <li>
   Previous training and facilitation experience is a must.Proficiency in English language at C1 level is a must.
  </li>
  <li>
   Experience in instructional design, training delivery, and content creation.
  </li>
  <li>
   Strong understanding of contact center KPIs (CSAT, AHT, FCR, QA).Experience in competency framework development.
  </li>
  <li>
   Proven experience working on cross-departmental projects (Operations, QA, WFM).
  </li>
  <li>
   Strong analytical mindset with the ability to measure training impact on business performance.
  </li>
  <li>
   Excellent communication, presentation, and stakeholder management skills.Ability to work in a fast-paced, performance-driven environment.
  </li>
  <li>
   Certifications such as TTT (Train the Trainer), PCT (Professional Certified Trainer), or TOT (Training of Trainers) are preferred.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  KPIs (Key Performance Indicators)
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Improvement in CSAT (Customer Satisfaction Score) post-training.Reduction in AHT (Average Handling Time) where applicable.
  </li>
  <li>
   Improvement in FCR (First Call Resolution).Increase in Quality Assurance (QA) scores.
  </li>
  <li>
   Training ROI (performance improvement vs. training cost).
  </li>
  <li>
   Speed to proficiency for new hires (time to go live / nesting success rate).Reduction in repeat errors or escalations.
  </li>
  <li>
   Stakeholder satisfaction (Operations &amp; Clients).
  </li>
 </ul>
</div>


L&D Specialist

<div></div><div><div><div><div><div><b>Job Description:
</b><div><div><div><div>About Us</div>
</div><div><div>
Foundever&reg; is a global leader in the #CustomerExperience (#CX) industry. Create Connection. Value Conversation.</div>
</div></div><div><div><div>
Job Summary</div>
</div><div><div><b>
Job Summary:</b></div>
<div>
The L&amp;D Specialist will support the continuous development of customer service teams within a fast-paced BPO environment. This role focuses on improving operational performance through targeted learning interventions, aligning training programs with KPIs such as CSAT, AHT, FCR, and Quality Scores. The role requires a strong focus on measurable business impact and ROI.</div></div></div><div><div><div>
Primary Job Responsibilities</div>
</div><div><div><b>
Key Responsibilities:</b></div>
<ul>
<li>Design and develop training materials tailored to contact center operations (customer service, sales, technical support).</li>
<li>Screen and evaluate learning content to ensure alignment with business goals and operational KPIs.</li>
<li>Identify target audiences (new hires, tenured agents, team leaders) and customize training approaches accordingly.</li>
<li>Partner with Operations, Quality, and Workforce Management teams on cross-functional projects.</li>
<li>Support onboarding (new hire training), nesting, and continuous learning programs.</li>
<li>Develop and implement competency frameworks for agents and team leaders.</li>
<li>Analyze performance gaps using data (QA scores, CSAT, AHT, FCR) and recommend learning solutions.</li>
<li>Measure training effectiveness beyond satisfaction, focusing on behavior change and business results.</li>
<li>Track and report ROI of training initiatives, linking learning outcomes to operational improvements.</li>
<li>Provide coaching support and upskilling initiatives to improve agent performance.</li>
</ul></div></div></div><div><b>
Job Requirements:</b></div>
<ul>
<li>Minimum of 1 year of experience in Learning &amp; Development, preferably within a BPO or contact center environment.</li>
<li>Previous training and facilitation experience is a must.Proficiency in English language at <b>C1 level</b> is a must.</li>
<li>Experience in instructional design, training delivery, and content creation.</li>
<li>Strong understanding of contact center KPIs (CSAT, AHT, FCR, QA).Experience in competency framework development.</li>
<li>Proven experience working on cross-departmental projects (Operations, QA, WFM).</li>
<li>Strong analytical mindset with the ability to measure training impact on business performance.</li>
<li>Excellent communication, presentation, and stakeholder management skills.Ability to work in a fast-paced, performance-driven environment.</li>
<li>Certifications such as <b>TTT (Train the Trainer), PCT (Professional Certified Trainer), or TOT (Training of Trainers)</b> are preferred.</li>
</ul>
<div><b>KPIs (Key Performance Indicators):</b></div>
<ul>
<li>Improvement in <b>CSAT (Customer Satisfaction Score)</b> post-training.Reduction in <b>AHT (Average Handling Time)</b> where applicable.</li>
<li>Improvement in <b>FCR (First Call Resolution)</b>.Increase in <b>Quality Assurance (QA) scores</b>.</li>
<li>Training ROI (performance improvement vs. training cost).</li>
<li>Speed to proficiency for new hires (time to go live / nesting success rate).Reduction in repeat errors or escalations.</li>
<li>Stakeholder satisfaction (Operations &amp; Clients).</li></ul></div></div></div></div></div><div></div>

<div>
 <strong>
  Job Title: Admin and Operations Officer
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 </strong>
 <strong>
  Job Overview
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 </strong>
 The Logistics Admin is responsible for coordinating travel arrangements and supporting logistics related to employees, client, and vendor travel. The role requires strong organizational and communication skills to ensure all travel activities and related arrangements are managed efficiently.
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  Key Responsibilities
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 </strong>
 <ul>
  <li>
   Arrange and manage travel bookings, including flights and other trip arrangements.
  </li>
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   Coordinate travel logistics to support employees during business trips.
  </li>
  <li>
   Handle both individual and group visa applications and related documentation.
  </li>
  <li>
   Provide general travel-related support and respond to travel inquiries when needed.
  </li>
  <li>
   Support the coordination of client and vendor visits, ensuring appropriate logistical arrangements are in place.
  </li>
  <li>
   Checking documents and applying file verification
  </li>
  <li>
   Coordinate with embassies and handle appointment issues
  </li>
  <li>
   Responding to inquiries
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   <br/>
  </li>
 </ul>
 <strong>
  Working Conditions
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  <br/>
 </strong>
 <ul>
  <li>
   Weekends (Saturday &amp; Sunday)
  </li>
  <li>
   9 hours (Including an hour as a break)
  </li>
  <li>
   The position may also require occasional on-call availability to support employees while traveling.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements
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  <br/>
 </strong>
 <ul>
  <li>
   2 Years of experience.
  </li>
  <li>
   Holding roles with visa support is a plus.
  </li>
  <li>
   Strong communication skills.
  </li>
  <li>
   Good English (B1&ndash;B2 minimum)
  </li>
  <li>
   Good knowledge of airlines and travel coordination processes.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  About Us
  <br/>
  <br/>
 </strong>
 <strong>
  Job Summary
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  <br/>
 </strong>
 <strong>
  Skills/Knowledge/Abilities
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 </strong>
 <strong>
  Primary Job Responsibilities
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 </strong>
 <strong>
  Education
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  <br/>
 </strong>
 <strong>
  Experience Target
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  <br/>
 </strong>
 <strong>
  Specialized Certifications
 </strong>
</div>


Admin and Operations Officer

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Admin and Operations Officer