Qureos Mentor

Foundever

<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.
 <br/>
 <br/>
 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/>
 <strong>
  Position Overview
  <br/>
  <br/>
 </strong>
 The Training Manager is responsible for leading the end-to-end training function for a large US-based telecom program within the contact center. This role ensures that all new hires, existing staff, and leadership are equipped with the knowledge, skills, and tools needed to deliver an exceptional customer experience. The Training Manager will oversee training strategy, implementation of large-scale projects, curriculum development, and continuous performance improvement.
 <br/>
 <br/>
 <strong>
  Key Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Training Strategy &amp; Program Management
  </li>
  <li>
   Develop and implement training strategies aligned with client requirements and business goals.
  </li>
  <li>
   Lead large-scale training projects including new account implementations, pilot programs, client migrations, and wave launches.
  </li>
  <li>
   Conduct needs assessments to identify training gaps and propose actionable solutions.
  </li>
  <li>
   Create training plans, timelines, and resource allocation for large groups (new hire batches, cross-training, upskilling).
  </li>
  <li>
   Training Operations Management
  </li>
  <li>
   Oversee daily training operations across multiple classes (virtual or onsite).
  </li>
  <li>
   Ensure training delivery quality, classroom performance, and readiness metrics are met.
  </li>
  <li>
   Design and maintain training reports, dashboards, and performance trackers.
  </li>
  <li>
   Coordinate with Workforce, Operations, and Recruitment to align training schedules with staffing requirements.
  </li>
  <li>
   Curriculum Development &amp; Content Quality
  </li>
  <li>
   Develop, customize, and update training materials (modules, SOPs, e-learning, assessments).
  </li>
  <li>
   Ensure materials comply with US telecom processes, tools, and compliance requirements.
  </li>
  <li>
   Partner with Quality and Ops to align training with performance gaps and customer pain points.
  </li>
  <li>
   People Leadership
  </li>
  <li>
   Manage a team of Trainers, Training Supervisors/Leads, and SMEs.
  </li>
  <li>
   Provide coaching, performance reviews, and professional development plans.
  </li>
  <li>
   Ensure training teams adhere to instructional best practices and facilitation standards.
  </li>
  <li>
   Stakeholder Management
  </li>
  <li>
   Act as the main point of contact for US clients, internal leaders, and cross-functional partners.
  </li>
  <li>
   Participate in client calls, business reviews, calibration sessions, and implementation planning meetings.
  </li>
  <li>
   Present training results, insights, and recommendations to leadership.
  </li>
  <li>
   Performance &amp; Continuous Improvement
  </li>
  <li>
   Analyze training performance metrics (Knowledge checks, NPS, nesting performance, ramp KPIs).
  </li>
  <li>
   Translate insights into action plans to improve classroom effectiveness and post-training outcomes.
  </li>
  <li>
   Drive initiatives to improve first-call resolution, customer satisfaction, quality scores, and operational readiness.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Required Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Minimum 7&ndash;9 years of experience in BPO or Call Center training roles.
  </li>
  <li>
   At least 2&ndash;3 years leading training teams or managing training projects.
  </li>
  <li>
   US account experience is mandatory.
  </li>
  <li>
   Telecom experience is mandatory (wireless, broadband, mobility, or cable services preferred).
  </li>
  <li>
   Strong background in training delivery, adult learning principles, and instructional design.
  </li>
  <li>
   Proven expertise in managing large-scale training projects or new account launches.
  </li>
  <li>
   Excellent communication, presentation, and stakeholder management skills.
  </li>
  <li>
   Ability to work in fast-paced, high-volume environments.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Preferred Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Experience working with global clients.
  </li>
  <li>
   Certification in training, facilitation, or project management (e.g., COPC, Train-the-Trainer, PMP).
  </li>
  <li>
   Knowledge of LMS systems and digital learning tools.
  </li>
  <li>
   Strong analytical and reporting skills.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Work Location
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Based in Egypt (Nasr City / Maadi depending on your operations).
  </li>
  <li>
   Flexibility to work US hours
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  What Success Looks Like
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Smooth execution of training waves and implementations.
  </li>
  <li>
   High-quality training delivery and improved agent performance.
  </li>
  <li>
   Strong partnership with operations and clients.
  </li>
  <li>
   Ready and scalable training function that supports business growth.
  </li>
 </ul>
</div>


Training Manager - US & Telecom Exp

<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><div>
As a Maintenance Engineer at Foundever, you will play a vital role in ensuring the seamless operation of our expanding BPO contact center facilities. Your expertise will be crucial in maintaining and optimizing electromechanical systems, along with overseeing maintenance activities as we finish new site setups. You will ensure that all systems function efficiently, supporting our mission to deliver exceptional client services.</div>
</div></div><div><div><div>
Primary Job Responsibilities</div>
</div><div><ul><li>Design and implement electromechanical systems that enhance operational efficiency in our existing and new contact center locations.</li>
<li>Collaborate with project teams to plan and execute the setup and commissioning of new BPO sites, ensuring all electromechanical and facility systems are completed to specifications before launch.</li>
<li>Develop and implement preventive maintenance schedules for all equipment and facilities to minimize downtime across all sites.</li>
 <li>Conduct regular inspections, troubleshooting, and repairs of existing machinery and equipment to ensure their optimal performance.</li>
<li>Ensure that all engineering activities comply with health, safety, and environmental regulations. Supervise the compliance of systems and equipment with established safety standards during new site setups.</li>
 <li>Work closely with IT, operations to ensure seamless integration and functioning of systems in new and existing locations.</li>
<li>Maintain accurate records of maintenance activities, inspections, and repairs</li>
</ul></div></div></div><div><b>About Us</b></div>
<div>
Foundever&trade; is a global leader in the customer experience (CX) industry. With 170,000 associates worldwide, we support more than 800 global and digital-first brands. Operating in 45 countries and 60+ languages, we deliver over 9 million customer conversations daily through innovative CX solutions, technology, and operational excellence.</div>
<div><b>
Job Summary</b></div>
<div>
As a <b>Facilities &amp; Electro-Mechanical Manager</b>, you will be responsible for managing and supporting Foundever&rsquo;s contact center facilities from a <b>mechanical and electrical perspective</b>. The role focuses on <b>new site launches, construction finishing, and ongoing maintenance</b> of existing sites, ensuring operational readiness, safety, and continuity.</div>
<div>
This role suits a <b>hands-on facilities leader</b> with solid experience in <b>electro-mechanical systems, vendor management, and site readiness</b>, ready to take full ownership of facilities operations in a fast-growing environment.</div>
<div><b>
Key Responsibilities</b></div>
<div><b>New Site Launch &amp; Construction</b></div>
<ul>
<li><div>Manage electro-mechanical scope for new site setups including HVAC, electrical systems, power backup, fire-fighting, and plumbing.</div>
</li>
<li><div>Coordinate with contractors and vendors to deliver construction and fit-out activities according to specifications and timelines.</div>
</li>
<li><div>Oversee testing, commissioning, inspections, and site handover before operational launch.</div>
</li>
<li><div>Ensure compliance with local regulations, safety standards, and company requirements.</div>
</li>
</ul><div><b>Facilities &amp; Maintenance Operations</b></div>
<ul>
<li><div>Oversee preventive and corrective maintenance for all electro-mechanical systems.</div>
</li>
<li><div>Ensure high availability of critical infrastructure to support 24/7 contact center operations.</div>
</li>
<li><div>Troubleshoot major mechanical and electrical issues and drive root-cause resolution.</div>
</li>
<li><div>Monitor equipment performance and recommend improvements or upgrades.</div>
</li>
</ul><div><b>Stakeholder &amp; Vendor Management</b></div>
<ul>
<li><div>Act as the main technical point of contact for site-related matters.</div>
</li>
<li><div>Work closely with Operations, IT, Security, and Global Facilities teams.</div>
</li>
<li><div>Manage external service providers and maintenance contractors.</div>
</li>
<li><div>Support business continuity and emergency response planning.</div>
</li>
</ul><div><b>Compliance &amp; Reporting</b></div>
<ul>
<li><div>Ensure adherence to health, safety, fire, and environmental regulations.</div>
</li>
<li><div>Maintain accurate maintenance records, certifications, and reports.</div>
</li>
<li><div>Provide regular updates on site readiness, risks, and improvement actions.</div>
</li>
</ul><div><b>Qualifications &amp; Experience</b></div>
<div><b>Required</b></div>
<ul>
<li><div>Bachelor&rsquo;s degree in <b>Electro-Mechanical, Mechanical, or Electrical Engineering</b>.</div>
</li>
<li><div><b>6&ndash;7 years of experience</b> in facilities, electro-mechanical, or engineering roles.</div>
</li>
<li><div>Hands-on experience supporting <b>new site construction, fit-out, or expansion projects</b>.</div>
</li>
<li><div>Strong knowledge of <b>HVAC, electrical systems, generators, UPS, fire protection, and building infrastructure</b>.</div>
</li>
<li><div>Experience working with contractors, vendors, and service providers.</div>
</li>
<li><div>Strong problem-solving, organizational, and communication skills.</div>
</li>
</ul><div><b>Preferred / Advantage</b></div>
<ul>
<li><div>Experience in <b>BPO, contact center, or large corporate office environments</b>.</div>
</li>
<li><div>Exposure to <b>multi-site facilities management</b>.</div>
</li>
<li><div>Knowledge of HSE standards and audit requirements.</div>
</li>
<li><div>Facilities Management or Project Management certifications (advantage).</div>
</li>
</ul><div><b>What We Offer</b></div>
<ul>
<li><div>High-ownership role with exposure to new site launches.</div>
</li>
<li><div>Opportunity to grow into a broader facilities leadership position.</div>
</li>
<li><div>Work within a global organization with structured processes and scale.</div>
</li>
<li><div>Competitive compensation and development opportunities.</div></li></ul></div></div></div></div></div><div></div>

Maintenance Engineer

<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.
 <br/>
 <br/>
 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/>
 <strong>
  About The Role
  <br/>
  <br/>
 </strong>
 We are seeking a detail-oriented and analytical HRIS Specialist with 1&ndash;2 years of experience in HR Administration and/or HR Analysis. The ideal candidate has hands-on exposure to HR systems and has participated in at least one HRIS implementation or data migration project.
 <br/>
 <br/>
 This role requires excellent command of Microsoft Excel, including advanced functions and reporting tools, as it involves preparing HR dashboards, validating large datasets, and ensuring data accuracy across systems. Prior experience in the BPO industry is a plus.
 <br/>
 <br/>
 <strong>
  Primary Job Responsibilities
  <br/>
  <br/>
 </strong>
 <strong>
  Key Responsibilities:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Support the administration, maintenance, and overall accuracy of the company&rsquo;s HRIS.
  </li>
  <li>
   Participate in HR system implementation, upgrades, and migration of data between platforms.
  </li>
  <li>
   Perform data cleaning, data validation, and reconciliation to ensure data integrity.
  </li>
  <li>
   Manage employee data updates, ensuring timely, accurate, and secure information entry.
  </li>
  <li>
   Generate standard and custom HR reports, dashboards, and analytics using advanced Excel tools.
  </li>
  <li>
   Analyze HR data trends and provide insights to HR, Payroll, and Operations teams.
  </li>
  <li>
   Troubleshoot HRIS technical issues and coordinate with IT or vendors for systems support.
  </li>
  <li>
   Assist in documenting HRIS processes, workflows, and user manuals.
  </li>
  <li>
   Identify opportunities to automate manual tasks and improve efficiency of HR data processes.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications &amp; Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   1&ndash;2 years of experience as an HR Administrator, HR Analyst, or in a similar HR support/HRIS-focused role.
  </li>
  <li>
   Experience participating in HRIS implementation, system upgrades, or data migration projects.
  </li>
  <li>
   Excellent command of Microsoft Excel (Pivot Tables, Power Query, XLOOKUP/VLOOKUP, formulas, data validation, conditional formatting, and report automation).
  </li>
  <li>
   Familiarity with HRIS platforms and employee data management best practices.
  </li>
  <li>
   Strong analytical capabilities with a high attention to detail.
  </li>
  <li>
   Ability to handle highly confidential HR data with discretion and accuracy.
  </li>
  <li>
   Strong communication skills, both written and verbal.
  </li>
  <li>
   BPO experience is an advantage.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  About Us
  <br/>
  <br/>
 </strong>
 <strong>
  At Foundever, we make things simple
  <br/>
  <br/>
 </strong>
 Put simply, our mission is to be the solutions and the team behind the best experiences for the world&rsquo;s leading brands. Wherever and whenever needed.
 <br/>
 <br/>
 Of course, we know simple is rarely easy. That&rsquo;s why we invest in creating innovative and human-centric capabilities, designed to deliver competitive advantage for you in the moments that matter.
 <br/>
 <br/>
 zzz
</div>


HRIS

<div></div><div><div><div><div><div><b>Job Description:
</b><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><b>
Position Overview</b></div>
<div>
The Training Manager is responsible for leading the end-to-end training function for a large US-based telecom program within the contact center. This role ensures that all new hires, existing staff, and leadership are equipped with the knowledge, skills, and tools needed to deliver an exceptional customer experience. The Training Manager will oversee training strategy, implementation of large-scale projects, curriculum development, and continuous performance improvement.</div><br>
<div></div>
<div><b>
Key Responsibilities</b></div>
<div><b>
1. Training Strategy &amp; Program Management</b></div>
<ul>
<li>Develop and implement training strategies aligned with client requirements and business goals.</li>
<li>Lead large-scale training projects including <b>new account implementations, pilot programs, client migrations, and wave launches</b>.</li>
<li>Conduct needs assessments to identify training gaps and propose actionable solutions.</li>
<li>Create training plans, timelines, and resource allocation for large groups (new hire batches, cross-training, upskilling).</li>
</ul>
<div><b>2. Training Operations Management</b></div>
<ul>
<li>Oversee daily training operations across multiple classes (virtual or onsite).</li>
<li>Ensure training delivery quality, classroom performance, and readiness metrics are met.</li>
<li>Design and maintain training reports, dashboards, and performance trackers.</li>
<li>Coordinate with Workforce, Operations, and Recruitment to align training schedules with staffing requirements.</li>
</ul>
<div><b>3. Curriculum Development &amp; Content Quality</b></div>
<ul>
<li>Develop, customize, and update training materials (modules, SOPs, e-learning, assessments).</li>
<li>Ensure materials comply with US telecom processes, tools, and compliance requirements.</li>
<li>Partner with Quality and Ops to align training with performance gaps and customer pain points.</li>
</ul>
<div><b>4. People Leadership</b></div>
<ul>
<li>Manage a team of Trainers, Training Supervisors/Leads, and SMEs.</li>
<li>Provide coaching, performance reviews, and professional development plans.</li>
<li>Ensure training teams adhere to instructional best practices and facilitation standards.</li>
</ul>
<div><b>5. Stakeholder Management</b></div>
<ul>
<li>Act as the main point of contact for <b>US clients</b>, internal leaders, and cross-functional partners.</li>
<li>Participate in client calls, business reviews, calibration sessions, and implementation planning meetings.</li>
<li>Present training results, insights, and recommendations to leadership.</li>
</ul>
<div><b>6. Performance &amp; Continuous Improvement</b></div>
<ul>
<li>Analyze training performance metrics (Knowledge checks, NPS, nesting performance, ramp KPIs).</li>
<li>Translate insights into action plans to improve classroom effectiveness and post-training outcomes.</li>
<li>Drive initiatives to improve <b>first-call resolution, customer satisfaction, quality scores, and operational readiness</b>.</li></ul><br>
<div></div>
<div><b>
Required Qualifications</b></div>
<ul>
<li><b>Minimum 7&ndash;9 years of experience</b> in BPO or Call Center training roles.</li>
<li><b>At least 2&ndash;3 years leading training teams or managing training projects.</b></li>
<li><b>US account experience is mandatory.</b></li>
<li><b>Telecom experience is mandatory</b> (wireless, broadband, mobility, or cable services preferred).</li>
<li>Strong background in training delivery, adult learning principles, and instructional design.</li>
<li>Proven expertise in managing <b>large-scale training projects</b> or new account launches.</li>
<li>Excellent communication, presentation, and stakeholder management skills.</li>
<li>Ability to work in fast-paced, high-volume environments.</li>
</ul>
<div><b>Preferred Qualifications</b></div>
<ul>
<li>Experience working with global clients.</li>
<li>Certification in training, facilitation, or project management (e.g., COPC, Train-the-Trainer, PMP).</li>
<li>Knowledge of LMS systems and digital learning tools.</li>
<li>Strong analytical and reporting skills.</li>
</ul>
<div><b>Work Location</b></div>
<ul>
<li>Based in Egypt (Nasr City / Maadi depending on your operations).</li>
<li>Flexibility to work US hours</li>
</ul>
<div><b>What Success Looks Like</b></div>
<ul>
<li>Smooth execution of training waves and implementations.</li>
<li>High-quality training delivery and improved agent performance.</li>
<li>Strong partnership with operations and clients.</li>
<li>Ready and scalable training function that supports business growth.</li></ul></div></div></div></div></div><div></div>

<div></div><div><div><div><div><div><b>Job Description:
</b><div><div><div><div><div><div><b>Job Summary:</b></div>
<div>
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.</div>
<div>
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.</div>
<div>
Supervises, leads and develops the assigned team of Trainers, in a way that ensures the mentioned items are achieved while complying with <b>Foundever </b>operational and quality standards.</div></div><br>
</div>
</div></div></div><div></div><div><div><div><div><div><div><div>Primary Job Responsibilities</div></div></div><br>
<div>
<div></div><div><b>Responsibilities:</b></div>
<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 &quot;Train the Trainer&quot; 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.</li></ul><br>
<div></div>
<div><b>
Experience:</b></div>
<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.</li>
<li>US experince / time zone flexability is a must</li>
</ul>
<div><b>Skills Required:</b></div>
<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 (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.</li>
</ul></div></div></div></div></div><div><div><div><div>About Us</div>
</div><div><div>
A global customer experience leader, redefining the way brands speak with their customers.</div>
</div></div><div><div><div>
Job Summary</div>
</div><div><div><b>
Job Summary:</b></div><br>
<div></div>
<div>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.</div>
<div>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.</div>
<div>Supervises, leads and develops the assigned team of Trainers, in a way that ensures the mentioned items are achieved while complying with <b>Foundever </b>operational and quality standards.</div>
</div></div><div><div><div>
Primary Job Responsibilities</div></div><div></div><div><br>
<div><b>Responsibilities:</b></div>
<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 &quot;Train the Trainer&quot; 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.</li></ul><br>
<div>
</div><div><b>Experience:</b></div>
<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.</li>
</ul>
<div><b>Skills Required:</b></div>
<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></div></div></div></div></div></div></div><div></div>

Training Lead

<div></div><div><div><div><div><div><b>Job Description:
</b><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><b>
About the Role:</b></div>
<div>
We are seeking a detail-oriented and analytical HRIS Specialist with 1&ndash;2 years of experience in HR Administration and/or HR Analysis. The ideal candidate has hands-on exposure to HR systems and has participated in at least one HRIS implementation or data migration project.</div>
<div>
This role requires excellent command of Microsoft Excel, including advanced functions and reporting tools, as it involves preparing HR dashboards, validating large datasets, and ensuring data accuracy across systems. Prior experience in the BPO industry is a plus.</div>
<div><b>
Primary Job Responsibilities</b></div>
<div><b>
Key Responsibilities:</b></div>
<ul>
<li>Support the administration, maintenance, and overall accuracy of the company&rsquo;s HRIS.</li>
<li>Participate in HR system implementation, upgrades, and migration of data between platforms.</li>
<li>Perform data cleaning, data validation, and reconciliation to ensure data integrity.</li>
<li>Manage employee data updates, ensuring timely, accurate, and secure information entry.</li>
<li>Generate standard and custom HR reports, dashboards, and analytics using advanced Excel tools.</li>
<li>Analyze HR data trends and provide insights to HR, Payroll, and Operations teams.</li>
<li>Troubleshoot HRIS technical issues and coordinate with IT or vendors for systems support.</li>
<li>Assist in documenting HRIS processes, workflows, and user manuals.</li>
<li>Identify opportunities to automate manual tasks and improve efficiency of HR data processes.</li>
</ul>
<div><b>Qualifications &amp; Requirements</b></div>
<ul>
<li>1&ndash;2 years of experience as an HR Administrator, HR Analyst, or in a similar HR support/HRIS-focused role.</li>
<li>Experience participating in HRIS implementation, system upgrades, or data migration projects.</li>
<li>Excellent command of Microsoft Excel (Pivot Tables, Power Query, XLOOKUP/VLOOKUP, formulas, data validation, conditional formatting, and report automation).</li>
<li>Familiarity with HRIS platforms and employee data management best practices.</li>
<li>Strong analytical capabilities with a high attention to detail.</li>
<li>Ability to handle highly confidential HR data with discretion and accuracy.</li>
<li>Strong communication skills, both written and verbal.</li>
<li>BPO experience is an advantage.</li>
</ul><div><div><div><div>About Us</div>
</div><div></div><div>
<div>At Foundever, we make things simple</div>
<div>Put simply, our mission is to be the solutions and the team behind the best experiences for the world&rsquo;s leading brands. Wherever and whenever needed.</div>
<div>Of course, we know simple is rarely easy. That&rsquo;s why we invest in creating innovative and human-centric capabilities, designed to deliver competitive advantage for you in the moments that matter.</div><br>
<div></div>
</div></div></div><div>
zzz</div></div></div></div></div></div><div></div>

<div></div><div><div><div><div><div><b>Job Description:
</b><p><b>Role Overview</b></p>
<p>
The HR Generalist supports day-to-day HR operations, employee administration, and basic employee relations. This role focuses on transactional HR activities, ensuring accuracy and timeliness across documentation, leave validation, inductions, and first-level inquiries. The HR Generalist also supports the HRBP by escalating critical feedback, assisting with follow-ups, and providing administrative support where needed.</p>
<p></p>
<p><b>Key Responsibilities</b></p>
<p><b>
1. Core HR Operations</b></p>
<ul>
<li>Validate sick leaves and ensure compliance with documentation requirements.</li>
<li>Follow up with People Services on hiring documents, contract renewals, and signing status (non-decision-making role).</li>
<li>Process adherence-related deductions accurately and within timelines.</li>
<li>Conduct simple, first-level investigations and document findings for HRBP review.</li>
<li>Follow up on actioning preset disciplinary actions according to site process.</li>
</ul>
<p><b>2. Administrative Support</b></p>
<ul>
<li>Assist employees with payslip queries, HITS entries, and basic HR inquiries.</li>
<li>Facilitate the HR portion of weekly inductions for new joiners (agents).</li>
</ul>
<p><b>3. Leavers &amp; Offboarding</b></p>
<ul>
<li>Conduct leaver calls to gather feedback and ensure smooth offboarding.</li>
<li>Escalate critical or sensitive feedback immediately to the HRBP.</li>
<li>Ensure exit details and documentation are properly updated.</li>
</ul>
<p><b>4. HRBP Support</b></p>
<ul>
<li>Provide operational and administrative support to the HRBP as required.</li>
<li>Assist with trackers, follow-ups, and coordination of HR activities.</li>
<li>Support implementation of HR processes and initiatives as directed.</li>
</ul><div><div><div><div>About Us</div>
</div><div></div><div>
<div>At Foundever, we make things simple</div>
<div>Put simply, our mission is to be the solutions and the team behind the best experiences for the world&rsquo;s leading brands. Wherever and whenever needed.</div>
<div>Of course, we know simple is rarely easy. That&rsquo;s why we invest in creating innovative and human-centric capabilities, designed to deliver competitive advantage for you in the moments that matter.</div><br>
<div></div>
</div></div></div><div><b>
Job Description
</b></div>
<div></div><div>The ideal candidate will have experience in all areas related to the human resources field. They should be
</div><div>comfortable onboarding new candidates and collecting necessary background information as well as
</div><div>assisting employees while at work. This candidate should work closely with management to provide
</div><div>employee training and establish ways to increase employee engagement.
</div>
<div></div><ul><li>Act as a &lsquo;bridge&rsquo; between operations and all shared functions (Recruitment, Compensation and
</li></ul><div>benefits, Training, Facilities, IT, global teams).
</div><ul><li>Responsible for employee retention &amp; satisfaction strategies for the specific project.
</li></ul><ul><li>Participate in the development of HR objectives and systems, including metrics, queries, and
</li></ul><div>standard reports for ongoing company requirements.
</div><ul><li>Assist in administering benefits, compensation, and employee performance programs.
</li></ul><ul><li>Suggest new procedures and policies to continually improve the efficiency of the HR department
</li></ul><div>and organization as a whole, and to improve the employee experience.
</div><ul><li>Ensure legal compliance with HR state and labor regulations and applicable employment laws, and
</li></ul><div>update policies and/or procedures as required.
</div><ul><li>Gather and analyze data with useful HR metrics, like time to hire and employee turnover rates.
</li></ul><ul><li>Maintain employee files and records in electronic and paper form.
</li></ul><ul><li>Facilitate a culture of open and honest two-way communication, ensuring key messages are
</li></ul><div>cascaded to all team members, encouraging feedback and sharing of ideas and best practices.
</div><ul><li>Maintain an environment that embraces the Foundever values and culture, and reinforces the
</li></ul><div>spirit of teamwork, people commitment, and loyalty.
</div><ul><li>Encourage associates to actively participate in company and project initiatives.
</li></ul><ul><li>Follow up on a monthly basis actions identified from processes.
</li></ul><ul><li>Ensure accurate and timely communication of any client/campaign issues to the Operations
</li></ul><div>Manager.
</div><ul><li>Undertake formal semester focus groups with all team members to gather feedback.
</li></ul><ul><li>Follow-up on focus groups action with OPS &amp; shared functions ensuring a high action completion
</li></ul><div>rate.
</div><ul><li>Provide support to mid-management and OM in day-to-day team management.
</li></ul><ul><li>Be involved in performance improvement plans ensuring support actions and expectations are
</li></ul><div>clear.
</div><ul><li>Participate in the creation of project-specific training plans, by collaborating with Project
</li></ul><div>Management, trainers &amp; HR Learning function.
</div><ul><li>Provide support during any professional conflict.
</li></ul><ul><li>Present the project&rsquo;s monthly HR stats to the HR Manager, OM, and Site Director (Attrition, Active
</li></ul><div>HC, Project Recruitment, Challenges, etc.)
</div><ul><li>Participate in the organization of project events (team building, Foundever Egypt events, etc.)
</li></ul><ul><li>Participate in client meetings when requested (QBR, client visits, etc.)
</li></ul>
<div></div><div><b>Job Requirements
</b></div>
<div></div><ul><li>Bachelor's degree or equivalent experience in Business, Human Resources, or a related area.
</li></ul><ul><li>Advanced level of English (at least C1), both verbal and written.
</li></ul><ul><li>Experience in a BPO environment for at least 1 year.
</li></ul><ul><li>Experience as HR Business Partner/ HR Generalist for at least 3 years .
</li></ul><ul><li>Good understanding and experience in the office environment.
</li></ul><ul><li>Solid understanding and use of computer (Internet, e-mail, MS Office, Payroll platforms, and
</li></ul><div>systems).
</div><ul><li>Ability for problem-solving, conflict resolution, motivation, and negotiation.
</li></ul><ul><li>Effective interpersonal, coaching, and leadership skills.
</li></ul><ul><li>Excellent telephone, keyboard, verbal, and written communication skills.
</li></ul><ul><li>Effective time management.
</li></ul><ul><li>Ability to organize and prioritize, set priorities, and multi-task.
</li></ul><ul><li>Patience, empathy, and a unique ability to manage stress.
</li></ul><ul><li>People-oriented.
</li></ul><ul><li>Excellent communication, interpersonal, facilitation, and influencing skills.
</li></ul><ul><li>Dependable, reliable, and able to perform duties with minimum supervision.
</li></ul><ul><li>Ability to interact positively with staff at all levels.</li></ul></div></div></div></div></div><div></div>

HR Specialist

Join Foundever and explore 10   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

Training Manager - US & Telecom Exp

Maintenance Engineer

HRIS

Training Manager - US & Telecom Exp

Training Lead

HRIS

HR Specialist