Qureos Mentor

Foundever

Foundever® is a leading service provider focused on reinventing customer experience (CX). With a workforce of 150,000 across over 45 countries, the company partners with top brands to deliver integrated CX, digital operations, and data solutions. Annually, Foundever powers 3.3 billion conversations in more than 60 languages, helping clients maintain their commitments during critical interactions. Their approach combines human expertise with technology and data to enhance both customer and agent experiences, addressing real business challenges effectively.

<div>
 <p>
  <strong>
   Operations Director
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  📍
  <strong>
   Location:
  </strong>
  Mecidiyek&ouml;y, Istanbul (On‑site)
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   About Foundever&trade;
  </strong>
 </p>
 <p>
  Foundever&trade; is a global leader in customer experience (CX). With 170,000 employees around the world, we deliver world-class customer experiences for more than 750 globally renowned brands and digital companies. We are committed to this with innovative CX solutions, modern technologies and comprehensive expertise. We support our customers' business needs and help them secure a strong market position.
 </p>
 <p>
  At
  <strong>
   Foundever
  </strong>
  , we are a global strategic partner delivering customer‑centric digital services for leading international brands. We are seeking an experienced
  <strong>
   Operations Director
  </strong>
  to lead and optimize our operations
  <strong>
   on‑site at our Mecidiyek&ouml;y office
  </strong>
  .
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <ul>
  <li>
   Lead, manage, and scale multi‑site operational teams to achieve business objectives
  </li>
  <li>
   Own operational performance including productivity, quality, client satisfaction, and financial results
  </li>
  <li>
   Drive continuous improvement initiatives aligned with Foundever standards
  </li>
  <li>
   Partner closely with clients and internal stakeholders to ensure service excellence
  </li>
  <li>
   Develop and monitor KPIs, dashboards, and operational action plans
  </li>
  <li>
   Ensure compliance with company policies, contractual requirements, and local regulations
  </li>
  <li>
   Coach, develop, and inspire senior operations leaders and managers
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Required Qualifications
  </strong>
 </p>
 <ul>
  <li>
   Proven experience in a senior operations leadership role, preferably in BPO, contact center, or service environments
  </li>
  <li>
   Strong leadership, stakeholder management, and decision‑making skills
  </li>
  <li>
   Advanced level of
   <strong>
    English
   </strong>
   (written and spoken)
  </li>
  <li>
   Solid understanding of operational KPIs, financial management, and performance optimization
  </li>
  <li>
   Ability to work on‑site in Mecidiyek&ouml;y
  </li>
  <li>
   Strategic mindset with hands‑on execution capability
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What We Offer
  </strong>
 </p>
 <ul>
  <li>
   Competitive executive compensation package
  </li>
  <li>
   Opportunity to lead high‑impact, international operations
  </li>
  <li>
   Career growth within a global organization
  </li>
  <li>
   Access to leadership development and continuous learning programs
  </li>
  <li>
   Inclusive, performance‑driven, and collaborative work culture
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  At
  <strong>
   Foundever
  </strong>
  , we believe operational excellence starts with empowered leaders. Join us to shape the future of customer experience at scale.
 </p>
</div>


Operasyon Direktörü

<div></div><div><div><div><div><div>Req ID#: 394063
</div></div></div></div><div><div><div><div>Cairo, Cairo, Egypt, EG
</div></div></div></div><div><div><div><div>Job Description:
<p><b>Job Summary:</b></p>
<p>
The Onsite Engineer is responsible for maintaining and supporting the local IT environment, managing<br>
ticket queues, providing 2nd/3rd line technical support, and ensuring system performance, security, and<br>
compliance with corporate standards such as SOX, ISO, and PCI. Acting as the key onsite IT contact, the<br>
role supports day-to-day operations, project implementations, and regional IT initiatives across EMEA<br>
while delivering high levels of customer service, managing incidents, and ensuring adherence to health,<br>
safety, and security policies in a fast-paced environment.</p>
<p><b>
Responsibilities:</b></p>
<ul><li>Effectively manage the Ticket Queue for the respective Country</li><li>Manage and oversee all IT compliance at sites, this should include Anti-Virus, MS Patching, all software</li></ul>
patching and any official compliance the site(s) adhere to e.g. SOX, ISO, PCI certifications.<br>
<ul><li>To be the &ldquo;Eyes and Ears&rdquo; for IT locally and remotely, manages all IT issues onsite accordingly.</li><li>Support and provide &ldquo;backup&rdquo; to other onsite engineers in EMEA when required to deliver projects</li></ul>
and new business implementations.<br>
<ul><li>Assist IT Leadership and Regional IT Service Delivery with any bespoke projects such as Asset</li></ul>
management and Global standardization / remediation tasks.<br>
<ul><li>Full responsibility for the operational maintenance of systems and services across the local Site IT</li></ul>
environment, providing day-to-day operational and technical support.<br>
<ul><li>Receiving escalations from the Service Desk and IT, providing remote 2nd/3rd line technical support</li></ul>
and assistance for all Foundever technologies located at the site, and w@H as well as client systems if<br>
approved and granted.<br>
<ul><li>Ensure formal procedures are followed, SLAs met and high levels of internal/external customer service</li></ul>
met with timely and appropriate communication<br>
<ul><li>Identify incident trends and methods of improvement and ensure availability, performance and</li></ul>
integrity of technology, producing appropriate support<br>
<ul><li>Adhere to Corporate and IT policy and ensure changes/incident resolutions are in line with policy</li></ul>
requirements<br>
<ul><li>Proactively manage and be responsible for all personal Health and Safety issues for the team, ensuring</li></ul>
a safe working environment for all agents. Adhering to the HR and corporate policies around H&amp;S<br>
<ul><li>Maybe expected to provide some out-of-hours support to react to major incidents or planned works</li></ul>
out of normal working hours. Work within a high-pressure environment. Thrive in a fast-paced<br>
environment undergoing rapid technological and business change. Carry out technical<br>
diagnosis/analysis.<br>
<ul><li>The position must take personal responsibility to understand and comply with all company and client</li></ul>
corporate and security requirements and policies.<br>
<ul><li>Also ensure the effective management of 3rd party technology providers and their compliance with</li></ul>
Foundever and Client security policies when working on Foundever systems.
<p><b>
Qualifications:</b></p>
<ul><li>Extensive technical support experience. Previous onsite engineering or similar experience would be</li></ul>
very advantageous (Essential for sole engineering roles).<br>
<ul><li>Experience in reporting and maintaining documentation to a high standard is required, as is technical</li></ul>
writing skills.<br>
<ul><li>ITIL &ndash; Experience of working to ITIL principles, preferably certified to at least foundation level. ITIL v3</li></ul>
preferred, however v2 is also beneficial.<br>
<ul><li>Security &ndash; Experience of migrating / maintaining IT operations in a compliant &amp; auditable state and</li></ul>
ensuring the IT environment is fit for purpose and supports corporate policies.
<ul><li>Communication: Very strong verbal and written communication skills in native and English</li></ul>
language (Mandatory). Must be able to communicate at all levels both internally and externally,<br>
including clients &amp; technical teams. Ability to communicate technological terms to the layman is<br>
considered essential.<br>
<ul><li>Process: Experience of working in a highly standardized process environment across diverse geographies &amp; languages. Understanding &amp; experience of the role of ITIL within IT is an absolute must. Experience of SOX, ISO and PCI standards are welcomed but not essential.</li><li>Organization: The role requires vision &amp; motivation to be able to be a key interface between the IT function and the operational business, including external clients. To manage ones time,</li></ul>
prioritize workload and ensure any updates regarding business changes are always communicated<br>
clearly and concisely.<br>
<ul><li>Technology: Proven IT skills within a desktop support (2nd level role) is very advantageous, as is</li></ul>
experience in a call center environment.<br>
<ul><li>Laptop and PC general support experience (Essential)</li><li>Windows - Active Directory administration (Essential)</li><li>Windows Operating system (Essential)</li><li>Managing Anti-Virus clients and Microsoft patches (WSUS) (Preferred)</li><li>Dell / HP Server hardware (Advantageous)</li><li>Microsoft Outlook support (Advantageous)</li><li>Building &amp; imaging Hardware (Preferred)</li><li>DNS, DHCP management (Advantageous)</li><li>Windows servers (Beneficial)</li><li>Working knowledge of WDS / Microsoft SCCM (Advantageous)</li><li>Internet Proxy (white- and blacklisting) knowledge (Advantageous)</li><li>Networked printer support (Beneficial)</li><li>Cisco and Avaya support experience (Advantageous)</li><li>Knowledge of the call center and BPO business is advantageous</li></ul><br>
<p></p>
<div><b>
Education and Language Proficiency:</b><br>
<ul><li>College degree or bachelor's degree finalist</li><li>MS qualifications such as MCSE are advantageous as are any ITIL qualifications. Any other vocational</li></ul>
training and qualifications in the Information Technology field will be considered advantageous</div>
<ul><li>English advanced level &ndash; mandatory</li></ul></div></div></div></div></div><div></div>

On Site engineer

<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>
  Job Title: Admin and Operations Officer
  <br/>
  <br/>
 </strong>
 <strong>
  Job Overview
  <br/>
  <br/>
 </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.
 <br/>
 <br/>
 <strong>
  Key Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Arrange and manage travel bookings, including flights and other trip arrangements.
  </li>
  <li>
   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
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Working Conditions
  <br/>
  <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
  <br/>
  <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
  <br/>
  <br/>
 </strong>
 <strong>
  Skills/Knowledge/Abilities
  <br/>
  <br/>
 </strong>
 <strong>
  Primary Job Responsibilities
  <br/>
  <br/>
 </strong>
 <strong>
  Education
  <br/>
  <br/>
 </strong>
 <strong>
  Experience Target
  <br/>
  <br/>
 </strong>
 <strong>
  Specialized Certifications
 </strong>
</div>


Admin and Operations Officer

Join Foundever and explore 4   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

Operasyon Direktörü

On Site engineer

Brand Champion

Admin and Operations Officer