Qureos Mentor

Foundever

<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><b>About the Role</b></div>
<div>
We are hiring a <b>Workforce Scheduler</b> responsible for building, maintaining, and optimizing agent schedules to ensure service levels are met across multiple call center programs. This role requires strong analytical skills, attention to detail, and the ability to work in a fast-paced BPO environment.</div>
<p></p>
<div><b>Key Responsibilities</b></div>
<div><b>1. Scheduling &amp; Planning</b></div>
<ul>
<li><div>Create and maintain agent schedules aligned with forecasted call volumes, shrinkage, and coverage requirements.</div>
</li>
<li><div>Ensure schedules meet business needs while staying fair and compliant with local labor laws.</div>
</li>
<li><div>Publish monthly/weekly schedules and communicate updates to Operations.</div>
</li>
</ul><div><b>2. Real-Time Support &amp; Adjustments</b></div>
<ul>
<li><div>Monitor intraday performance and adjust schedules when needed (breaks, lunches, OT, VTO).</div>
</li>
<li><div>Coordinate with Operations and WFM teams to ensure maximum coverage during high-volume periods.</div>
</li>
</ul><div><b>3. Shrinkage &amp; Time-Off Management</b></div>
<ul>
<li><div>Process PTO requests, shift swaps, and schedule exceptions.</div>
</li>
<li><div>Maintain accurate tracking of absenteeism, offline activities, coaching sessions, and training schedules.</div>
</li>
</ul><div><b>4. Reporting &amp; Data Tracking</b></div>
<ul>
<li><div>Provide daily, weekly, and monthly reports on schedule adherence, staffing levels, and coverage gaps.</div>
</li>
<li><div>Highlight risks, gaps, and opportunities for optimization.</div>
</li>
</ul><div><b>5. Optimization &amp; Collaboration</b></div>
<ul>
<li><div>Work closely with Forecasting, Real-Time Management, and Operations to improve staffing efficiency.</div>
</li>
<li><div>Recommend best practices for maximizing occupancy and achieving service-level goals.</div>
</li>
</ul><p></p><div><b>Required Qualifications</b></div>
<ul>
<li><div><b>1&ndash;3 years of experience</b> in Workforce Management, preferably in scheduling for a call center/BPO.</div>
</li>
<li><div>Strong understanding of scheduling principles, staffing models, and call center KPIs (SL, AHT, Occupancy, Load, etc.).</div>
</li>
<li><div>Experience with WFM tools (e.g., IEX, NICE, Verint, or similar).</div>
</li>
<li><div>Strong Excel skills and high attention to detail.</div>
</li>
<li><div><b>English Level: B2 (required).</b></div>
</li>
<li><div>Strong communication and problem-solving abilities.</div>
</li>
<li><div>Ability to work under pressure and manage multiple programs.</div>
</li>
</ul><p></p><div><b>Key Competencies</b></div>
<ul>
<li><div>Analytical thinking</div>
</li>
<li><div>Accuracy &amp; organization</div>
</li>
<li><div>Time management</div>
</li>
<li><div>Proactive communication</div>
</li>
<li><div>Fast learning</div>
</li>
<li><div>Ability to work in dynamic environments</div></li></ul></div></div></div></div></div><div></div>

Workforce Scheduler

<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><br>
<div>
</div><div>This role is responsible for managing and supporting the end-to-end onboarding process for new hires, ensuring compliance with company policies and GDPR. Key responsibilities include creating employee profiles in the HR system, coordinating relocation support for associates moving to Greece, organizing induction days, and serving as the primary point of contact for new employees. The position also involves cross-department coordination to ensure proper setup for both remote and onsite work environments, delivering HR presentations, activating employee benefits, and handling various HR administrative tasks. Continuous process evaluation and improvement through critical thinking are essential to enhance the onboarding experience.</div><br>
<div></div>
</div></div><div><div><div>
Primary Job Responsibilities</div>
</div><div><ul><li>Complete new hire onboarding / create their profiles on HR System<br>
Ensure all requested documentation is received and saved in compliance with company policies &amp; GDPR</li>
<li>Support new Associates according with Foundever Standard Operating Procedures</li>
<li>Support Associates relocating to Greece by coordinating the issuing of their documents</li>
<li>Being a main point of contact for new members to secure a smooth welcome process</li>
<li>Complete the Friday before calls to new hires</li>
<li>Coordinate induction day for new members</li>
<li>Ensure with Support departments (IT, Asset, Facilities, Learning, etc.) that Associate has necessary setup for a W@H or Brick &amp; Mortar environments</li>
<li>Deliver the HR part of the induction day presentation to new hires</li>
<li>Emphasize Foundever Benefits and Programs</li>
<li>Coordinate the activation of the Foundever Benefits for new hires</li>
<li>Support HR administrative tasks</li>
<li>Continuous Critical Thinking to evaluate current processes in place</li>
</ul></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>
<p><b>
People Shared Services Supervisor</b></p>
<p><b>
Location:</b> Egypt<br>
<b>Department:</b> Human Resources<br>
<b>Reports to:</b> People Shared Services Manager &ndash; Foundever Egypt</p>
<p><b>
About the Role</b></p>
<p>
We are hiring a <b>People Shared Services Supervisor</b> to oversee day-to-day HR operations, legal compliance, and social insurance processes for our fast-growing BPO workforce. The ideal candidate has strong experience in HR administration, excellent attention to detail, and the ability to manage high-volume employee documentation in a dynamic environment.</p><br>
<div></div>
<p><b>
Key Responsibilities</b></p>
<p><b>
1. HR Operations &amp; Documentation</b></p>
<ul>
<li>Supervise and execute all employee documentation processes, including hiring papers, contracts, renewals, probation confirmations, status changes, and offboarding files.</li>
<li>Ensure all employee records are complete, accurate, and audit-ready at all times.</li>
<li>Coordinate with Talent Acquisition, Payroll, and Operations to ensure smooth onboarding and lifecycle management.</li>
</ul>
<p><b>2. Legal Compliance</b></p>
<ul>
<li>Ensure full compliance with Egyptian labor laws across all employee documentation.</li>
<li>Track contract expiry, probation status, and legal requirements for renewals and terminations.</li>
<li>Participate in external or internal audits and ensure timely submission of required documents.</li>
</ul>
<p><b>3. Social Insurance Management</b></p>
<ul>
<li>Handle all <b>social insurance</b> activities including:</li>
<ul><li>Hiring and termination forms</li>
<li>Monthly updates and changes</li>
<li>Ensuring accurate reflection of employee status in the government system</li>
</ul><li>Maintain regular communication with social insurance offices and ensure full compliance.</li>
<li>Maintain a tracker of insured vs. non-insured employees and follow up on discrepancies.</li>
</ul>
<p><b>4. Process Supervision &amp; Quality Control</b></p>
<ul>
<li>Act as the point of contact for HR coordinators supporting documentation work.</li>
<li>Review daily tasks for accuracy, completeness, and alignment with internal standards.</li>
<li>Recommend improvements and support building standardized processes.</li>
</ul>
<p><b>5. Employee Support</b></p>
<ul>
<li>Serve as the first point of escalation for employee inquiries regarding documentation, contracts, and social insurance.</li>
<li>Ensure excellent service delivery and fast turnaround time.</li></ul><br>
<div></div>
<p><b>
Required Qualifications</b></p>
<ul>
<li><b>5&ndash;7 years of experience</b> in HR operations, HR administration, or People Shared Services.</li>
<li>Strong understanding of Egyptian <b>labor law</b> and <b>social insurance procedures</b>.</li>
<li>Experience handling large headcount or working in fast-paced environments (BPO, telecom, retail, tech, etc.).</li>
<li>Strong communication skills and <b>B2 English proficiency</b>.</li>
<li>High attention to detail and professionalism.</li>
<li>Strong documentation and organizational skills.</li></ul><br>
<div></div>
<p><b>
Key Competencies</b></p>
<ul>
<li>Accuracy &amp; attention to detail</li>
<li>Strong ownership and accountability</li>
<li>Ability to work with tight deadlines</li>
<li>Process orientation</li>
<li>Confidentiality and discretion</li>
<li>Problem-solving</li></ul><br>
<div></div>
<p><b>
Why Foundever?</b></p>
<p>
Join a global organization where HR operations are essential to our success. This role offers growth potential within our expanding HR function and exposure to high-volume, high-impact HR processes.</p></div></div></div></div></div><p></p>

People Shared Services Supervisor- HR Operations

<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><br>
<div>
</div><div>This role is responsible for managing and supporting the end-to-end onboarding process for new hires, ensuring compliance with company policies and GDPR. Key responsibilities include creating employee profiles in the HR system, coordinating relocation support for associates moving to Greece, organizing induction days, and serving as the primary point of contact for new employees. The position also involves cross-department coordination to ensure proper setup for both remote and onsite work environments, delivering HR presentations, activating employee benefits, and handling various HR administrative tasks. Continuous process evaluation and improvement through critical thinking are essential to enhance the onboarding experience.</div><br>
<div></div>
</div></div><div><div><div>
Primary Job Responsibilities</div>
</div><div><ul><li>Complete new hire onboarding / create their profiles on HR System<br>
Ensure all requested documentation is received and saved in compliance with company policies &amp; GDPR</li>
<li>Support new Associates according with Foundever Standard Operating Procedures</li>
<li>Support Associates relocating to Greece by coordinating the issuing of their documents</li>
<li>Being a main point of contact for new members to secure a smooth welcome process</li>
<li>Complete the Friday before calls to new hires</li>
<li>Coordinate induction day for new members</li>
<li>Ensure with Support departments (IT, Asset, Facilities, Learning, etc.) that Associate has necessary setup for a W@H or Brick &amp; Mortar environments</li>
<li>Deliver the HR part of the induction day presentation to new hires</li>
<li>Emphasize Foundever Benefits and Programs</li>
<li>Coordinate the activation of the Foundever Benefits for new hires</li>
<li>Support HR administrative tasks</li>
<li>Continuous Critical Thinking to evaluate current processes in place</li>
</ul></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>
<p><b>
People Shared Services Manager</b></p>
<p><b>
Location:</b> Egypt<br>
<b>Department:</b> Human Resources<br>
<b>Reports to:</b> HR Director &ndash; Foundever Egypt</p>
<p><b>
About the Role</b></p>
<p>
We are looking for a highly experienced <b>People Shared Services Manager</b> to lead our HR operational backbone at Foundever. This role oversees all essential employee lifecycle processes, compliance, documentation, and HR data integrity for a large, fast-paced BPO environment. If you excel in high-volume operations, accuracy, and cross-functional collaboration, this is your opportunity to drive impact in a global organization.</p><br>
<div></div>
<p><b>
Key Responsibilities</b></p>
<p><b>
1. HR Operations &amp; Compliance</b></p>
<ul>
<li>Oversee end-to-end <b>People Shared Services</b> processes, ensuring full compliance with Egyptian labor laws.</li>
<li>Manage employee files, hiring documentation, contracts, renewals, status changes, and offboarding documentation.</li>
<li>Maintain strict audit readiness and partner with Legal and Compliance teams to ensure adherence to policies and statutory requirements.</li>
</ul>
<p><b>2. Social &amp; Medical Insurance Management</b></p>
<ul>
<li>Ensure accurate enrollment, updates, and removals across <b>social insurance</b> and <b>private medical insurance</b>.</li>
<li>Manage relationships with insurance providers and ensure timely reporting and reconciliation.</li>
<li>Track employees' insurance eligibility, discrepancies, and cost controls.</li>
</ul>
<p><b>3. HR Data, Analytics &amp; Reporting</b></p>
<ul>
<li>Lead HR reporting including:</li>
<ul><li>Headcount &amp; workforce movement (who&rsquo;s in/out)</li>
<li>Insurance status reporting</li>
<li>Attrition dashboards</li>
<li>HR compliance audits</li>
<li>Monthly HR packs for leadership</li>
</ul><li>Partner with HRIS and Finance to maintain data accuracy and ensure alignment across systems.</li>
</ul>
<p><b>4. Employee Lifecycle Administration</b></p>
<ul>
<li>Manage onboarding documentation and operational readiness for new hires.</li>
<li>Coordinate with Talent Acquisition, Payroll, and Operations teams to ensure smooth employee integration.</li>
<li>Oversee contract management, probation status, and renewal cycles.</li>
</ul>
<p><b>5. Process Optimization &amp; Governance</b></p>
<ul>
<li>Build, refine, and standardize HR processes to support scalability for large BPO headcount.</li>
<li>Lead continuous improvement initiatives that enhance accuracy, efficiency, and turnaround time.</li>
<li>Support digital transformation within HR shared services.</li></ul><br>
<div></div>
<p><b>
Required Qualifications</b></p>
<ul>
<li><b>Solid experience (8&ndash;10+ years)</b> in HR operations, People Shared Services, or HR administration.</li>
<li>Proven background handling <b>large headcount</b> (preferably in BPO, telecom, technology, or similarly high-volume environments).</li>
<li>Strong knowledge of Egyptian <b>labor law</b>, <b>social insurance</b>, and HR compliance regulations.</li>
<li>Demonstrated capability in <b>data management</b>, HR reporting, and HR analytics.</li>
<li><b>Fluent English (Solid B2 level minimum); C1 is a plus</b>.</li>
<li>Experience working in fast-paced, dynamic, and customer-oriented environments.</li>
<li>Strong stakeholder communication and ability to collaborate with HR, Finance, Legal, Ops, and external vendors.</li></ul><br>
<p></p>
<p><b>
Key Competencies</b></p>
<ul>
<li>High attention to detail and accuracy</li>
<li>Process-driven mindset</li>
<li>Problem-solving and ownership</li>
<li>Strong analytical and numerical skills</li>
<li>Ability to manage deadlines and high workloads</li>
<li>Confidentiality and professionalism</li></ul><br>
<div></div>
<p><b>
Why Join Foundever?</b></p>
<p>
At Foundever, you&rsquo;ll be part of a global HR team that supports a dynamic workforce and continuously drives transformation. This role offers the chance to influence HR operations, improve processes at scale, and power growth in one of the world&rsquo;s largest customer experience organizations.</p></div></div></div></div></div><p></p>

People Shared Services Manager - HR Operations

<div>
 <strong>
  <strong>
   About Us
   <br/>
   <br/>
  </strong>
 </strong>
 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. 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.
 <br/>
 <br/>
 Join Foundever as We Expand in Luxor! 🚀
 <br/>
 <br/>
 <strong>
  #Foundever
 </strong>
 is continuing its growth journey in Egypt&mdash;and this time, we are bringing new opportunities to Luxor, one of the country&rsquo;s most vibrant and promising cities.
 <br/>
 <br/>
 As a global leader in customer experience,
 <strong>
  #Foundever
 </strong>
 is committed to creating meaningful careers, developing strong local talent, and building high-performing teams that drive long-term success.
 <br/>
 <br/>
 With our Luxor expansion, we&rsquo;re opening the door for passionate leaders to shape the future of Operations in a brand-new market. This is your opportunity to lead multiple accounts, build strong teams from the ground up, and represent Foundever&rsquo;s culture of excellence in a city rich with potential.
 <br/>
 <br/>
 We are looking for a Senior Operations Manager who is ready to step into a high-impact role&mdash;someone with the vision, leadership, and operational mastery to elevate performance, inspire teams, and support our growing client base.
 <br/>
 <br/>
 If you&rsquo;re driven, strategic, and excited to be part of a major milestone in Foundever Egypt&rsquo;s journey, then Luxor awaits you.
 <br/>
 <br/>
 Be the leader who sets the standard. Be part of our expansion!
 <br/>
 <br/>
 <strong>
  <strong>
   Primary Job Responsibilities
   <br/>
   <br/>
  </strong>
 </strong>
 <strong>
  <strong>
   Summary of Primary Job Responsibilities
  </strong>
 </strong>
 :
 <br/>
 <br/>
 <ul>
  <li>
   To lead teams to meet and exceed business objectives ensuring the consistent achievement of all financial and operational KPI&rsquo;s across the Client.
  </li>
  <li>
   Direct involvement in the recruitment, selection induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent.
  </li>
  <li>
   Line management responsibility for Client Operations Managers.
  </li>
  <li>
   Ensure CLOE metrics are consistently achieved and appropriate actions taken to address any shortfall.
  </li>
  <li>
   Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against KPI&rsquo;s.
  </li>
  <li>
   Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
  </li>
  <li>
   Management of any campaign migration or new business implementation for the Client.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  <strong>
   Long Description
   <br/>
   <br/>
  </strong>
 </strong>
 <ul>
  <li>
   Apply process for tracking of client satisfaction and complaints in terms of response and resolution.
  </li>
  <li>
   Ensure process audits are completed quarterly for each customer related transaction and improvement plans agreed.
  </li>
  <li>
   Preparing, analyzing and presenting data to the client as part of monthly performance reviews.
  </li>
  <li>
   Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tool.
  </li>
  <li>
   Ensure integrity and accuracy of financial reporting and analysis on client level
  </li>
  <li>
   Ensure budgeted revenue and EBITDA is achieved, by ensuring client is invoiced for all &rsquo;billed hours&rsquo;
  </li>
  <li>
   Ensure team members are recruited on time and with appropriate skills, and aligned with client forecast, ensuring absenteeism and attrition are managed to maximize EBITDA contribution.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  <strong>
   Long Description
   <br/>
   <br/>
  </strong>
 </strong>
 <ul>
  <li>
   To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
  </li>
  <li>
   Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
  </li>
  <li>
   Facilitate a culture of open and honest 2 way communication ensuring key messages are cascaded.
  </li>
  <li>
   Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
  </li>
  <li>
   Co-ordination of responses to any client change control requests.
  </li>
  <li>
   Ensure call monitoring is undertaken in line with CLOE and reported monthly across representative sample of all transaction types and appropriate action taken to correct any shortfall.
  </li>
  <li>
   Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
  </li>
  <li>
   Management of any client escalations relating to the Operational team&rsquo;s performance.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  <strong>
   Requirements:
   <br/>
   <br/>
  </strong>
 </strong>
 <strong>
  Short Description
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Work Location : Luxor
  </li>
  <li>
   English Proficiency of C1, with a second language being a plus.
  </li>
  <li>
   7 - 10 years of experience in the call center industry.
  </li>
  <li>
   Proven 3 -year experience as an operations Manager or equivalent title is a must
  </li>
  <li>
   US Account Experience &ndash; Strong background in handling U.S.-based clients, understanding cultural nuances, SLAs, and compliance requirements is a MUST
  </li>
  <li>
   Multi-Team Management &ndash; Experience managing multiple teams and operations managers (overseeing at least 300 to 500 FTEs).
  </li>
  <li>
   P&amp;L and Financial Acumen &ndash; Proven track record of managing budgets, revenue, and operational costs to maximize profitability.
  </li>
  <li>
   Client &amp; Stakeholder Management &ndash; Experience in client negotiations, QBRs, and strategic partnerships.
  </li>
  <li>
   Six Sigma (Green Belt or Black Belt)
  </li>
  <li>
   Lean Management
  </li>
  <li>
   Outliers Management Certification
  </li>
  <li>
   PMP (Project Management Professional)
  </li>
  <li>
   COPC Certification
  </li>
 </ul>
</div>


Senior Operations Manager - Luxor Based

<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. 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><br>
<div></div>
<div>
Join Foundever as We Expand in Luxor!   </div><br>
<div></div>
<div><b>
#Foundever</b> is continuing its growth journey in Egypt&mdash;and this time, we are bringing new opportunities to Luxor, one of the country&rsquo;s most vibrant and promising cities.</div>
<div>
As a global leader in customer experience, <b>#Foundever</b> is committed to creating meaningful careers, developing strong local talent, and building high-performing teams that drive long-term success.</div>
<div>
With our Luxor expansion, we&rsquo;re opening the door for passionate leaders to shape the future of Operations in a brand-new market. This is your opportunity to lead multiple accounts, build strong teams from the ground up, and represent Foundever&rsquo;s culture of excellence in a city rich with potential.</div>
<div>
We are looking for a Senior Operations Manager who is ready to step into a high-impact role&mdash;someone with the vision, leadership, and operational mastery to elevate performance, inspire teams, and support our growing client base.</div>
<div>
If you&rsquo;re driven, strategic, and excited to be part of a major milestone in Foundever Egypt&rsquo;s journey, then Luxor awaits you.</div>
<div>
Be the leader who sets the standard. Be part of our expansion!</div></div></div><div><div><div>
Primary Job Responsibilities</div>
</div><div><p><b>
Summary of Primary Job Responsibilities</b>:</p>
<ul>
<li>To lead teams to meet and exceed business objectives ensuring the consistent achievement of all financial and operational KPI&rsquo;s across the Client.
</li><li>Direct involvement in the recruitment, selection induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent.
</li><li>Line management responsibility for Client Operations Managers.</li>
<li>Ensure CLOE metrics are consistently achieved and appropriate actions taken to address any shortfall.</li>
<li>Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against KPI&rsquo;s.
</li><li>Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.</li>
<li>Management of any campaign migration or new business implementation for the Client.
</li></ul></div></div><div><div><div>Long Description</div>
</div><div><ul><li>Apply process for tracking of client satisfaction and complaints in terms of response and resolution.
</li><li>Ensure process audits are completed quarterly for each customer related transaction and improvement plans agreed.
</li><li>Preparing, analyzing and presenting data to the client as part of monthly performance reviews.
</li><li>Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tool.
</li><li>Ensure integrity and accuracy of financial reporting and analysis on client level</li>
<li>Ensure budgeted revenue and EBITDA is achieved, by ensuring client is invoiced for all &rsquo;billed hours&rsquo;</li>
<li>Ensure team members are recruited on time and with appropriate skills, and aligned with client forecast, ensuring absenteeism and attrition are managed to maximize EBITDA contribution.</li>
</ul></div></div><div><div><div>Long Description</div>
</div><div><ul><li>To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
</li><li>Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
</li><li>Facilitate a culture of open and honest 2 way communication ensuring key messages are cascaded.</li>
<li>Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
 </li><li>Co-ordination of responses to any client change control requests.
</li><li>Ensure call monitoring is undertaken in line with CLOE and reported monthly across representative sample of all transaction types and appropriate action taken to correct any shortfall.
</li><li>Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
</li><li>Management of any client escalations relating to the Operational team&rsquo;s performance.
</li></ul></div></div><div><div><div>Short Description</div>
</div><div><div><b>
Requirements:</b></div>
<ul>
<li><b>Work Location : Luxor</b></li>
<li><b>English Proficiency of C1, with a second language being a plus.</b></li>
<li><b>7 - 10 years of experience in the call center industry.</b></li>
<li><b>Proven 3 -year experience as an operations Manager or equivalent title is a must</b></li>
<li><b>US Account Experience</b> &ndash; <b>Strong background in handling U.S.-based clients, understanding cultural nuances, SLAs, and compliance requirements is a MUST</b></li>
<li><b>Multi-Team Management</b> &ndash; Experience managing <b>multiple teams and operations managers</b> (overseeing at least 300 to 500 FTEs).</li>
<li><b>P&amp;L and Financial Acumen</b> &ndash; Proven track record of managing budgets, revenue, and operational costs to maximize profitability.</li>
<li><b>Client &amp; Stakeholder Management</b> &ndash; Experience in <b>client negotiations, QBRs, and strategic partnerships</b>.</li>
<li><b>Six Sigma (Green Belt or Black Belt)</b></li>
<li><b>Lean Management</b></li>
<li><b>Outliers Management Certification</b></li>
<li><b>PMP (Project Management Professional)</b></li>
<li><b>COPC Certification</b></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>

<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>

Real Time Analyst

Join Foundever 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.

Foundever

ABOUT_COMPANY

Workforce Scheduler

People Shared Services Supervisor- HR Operations

People Shared Services Manager - HR Operations

Senior Operations Manager - Luxor Based

Senior Operations Manager - Luxor Based

Real Time Analyst