Qureos Mentor

IntouchCX

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
We’re looking for a skilled and passionate AI Specialist to join our team and play a pivotal role in enhancing our operations. You'll be instrumental in optimizing our AI-powered bots, refining our knowledge base, and driving improvements in our AI prompt engineering for superior customer and agent experiences.
 
As an AI Specialist, You Will…
 
<ul>
<li>Train, test, and fine-tune AI bots to improve their accuracy, understanding, and responsiveness.</li>
<li>Identify and resolve common bot escalation points and areas for improvement through ongoing analysis of bot interactions.</li>
<li>Collaborate with agents and supervisors to gather feedback and identify training gaps for the bots.</li>
<li>Develop, update, and maintain comprehensive knowledge base articles to ensure accuracy, clarity, and ease of access for both bots and human agents.</li>
<li>Work closely with subject matter experts to gather information and ensure the knowledge base reflects the latest policies, procedures, and product information.</li>
<li>Implement strategies for continuous improvement of knowledge base content based on usage patterns and feedback.</li>
<li>Design, develop, and refine AI prompts to enhance the quality and effectiveness of bot responses and agent assistance tools.</li>
<li>Experiment with different prompt structures and techniques to optimize AI performance for various contact centre scenarios.</li>
<li>Work with the QA team to integrate AI prompt quality metrics into existing contact centre QA rubrics.</li>
<li>Analyze AI-generated responses and bot interactions against defined quality standards, identifying areas for improvement and providing actionable feedback.</li>
<li>Contribute to the development and refinement of AI quality auditing processes and tools.</li>
<li>Partner with AI/ML engineers, data scientists, contact centre operations, and QA teams to implement AI solutions and improve overall system performance.</li>
<li>Communicate insights and recommendations effectively to both technical and non-technical stakeholders.</li>
</ul>
As an AI Specialist, You Need…
 
<ul>
<li>Bachelor’s degree in computer science, Linguistics, Data Science, or a related field.</li>
<li>Experience working in a contact centre environment or with contact centre technologies is a strong plus.</li>
<li>Familiarity with prompt engineering techniques and their application in conversational AI.</li>
<li>Strong understanding of knowledge management principles and experience in developing and maintaining knowledge bases.</li>
<li>Excellent analytical skills with the ability to interpret data and identify trends to drive improvements.</li>
<li>Exceptional communication skills, both written and verbal, with the ability to articulate complex technical concepts clearly.</li>
<li>Familiarity with AI quality assurance methodologies and auditing processes is a plus.</li>
</ul>

AI Specialist

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
We are changing the way people think about customer care, and we need your help!
 
We’re seeking a Training Manager to manage all aspects of training plans for one of our largest programs. This role will also be responsible for the direct supervision and leadership of the Training and Development team. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our team members.
 
As Training Manager, You Will…
 
<ul>
<li>Plan, develop and implement comprehensive professional development and training plans/programs</li>
<li>Promote an inclusive learning environment; enhance positive employee engagement and leadership development</li>
<li>Oversee the effective delivery of computer training and learning programs</li>
<li>Provide direction of new initiatives, opportunities and foster "best in practice" training and professional development</li>
<li>Develop cost-effective programs with a variety of measures</li>
<li>Provide coaching to staff to support superior performance by developing individual professional development plans</li>
<li>Lead orientation and onboarding activities for new managers and support staff</li>
<li>Develop training policies, manuals, multimedia visual aids, web-site pages and other educational materials to support learning and development initiatives</li>
<li>Select, develop, supervise, evaluate and train the staff development team</li>
<li>Manage the contractual relationships with external software providers, vendors and guest speakers</li>
<li>International Travel is required</li>
</ul>
As Training Manager, You Have…
 
<ul>
<li>3-year degree or equivalent from a recognized post-secondary institution in Human Resources or Organizational Development, or a directly related field is required</li>
<li>Call/Contact Centre management and training experience would be considered to be a great asset</li>
<li>Minimum 5-years of experience in a training and development environment including direct facilitation and delivery of training programs</li>
<li>Experience working with a team approach to employee and organizational development (required)</li>
<li>Demonstrated, progressive leadership and management skills, preferably in a related environment</li>
<li>Demonstrated ability to engage people in a training session, combined with solid understanding of the role of training and development</li>
<li>Superior written and verbal communication skills, conflict resolution and problem solving skills</li>
<li>Strong computer skills in all Microsoft Office programs and training and development software programs</li>
<li>Excellent customer service focus with strong time management, organizational and analytical skills</li>
<li>Ability to work in an environment where diversity of people and situations are encountered</li>
<li>Valid travel documents for international travel</li>
</ul>

Training Manager

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
We’re changing the way people think about customer care, and we need your help!
 
We’re looking for a Team Lead (Supervisor) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.
 
As Team Lead (Supervisor), You Will…
 <ul>
<li>Manage and supervise CSRs</li>
<li>Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees</li>
<li>Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements</li>
<li>Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas</li>
<li>Use critical thinking to develop solutions to improve business performance and partner success</li>
<li>Motivate teams through relationship building and real-time coaching</li>
<li>Develop incentive programs to motivate CSRs to achieve desired outcomes</li>
<li>Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team</li>
<li>Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues</li>
<li>Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings</li>
<li>Gain expert level knowledge on all partner products and promotions</li>
<li>Demonstrate a positive work ethic and commitment to achieve the best possible outcomes</li>
<li>Act as a role model and exemplify our 10 Things (cultural values)</li>
</ul>
As Team Lead (Supervisor), You Have…
 <ul>
<li>High school diploma or equivalent (required)</li>
<li>Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)</li>
<li>1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role</li>
<li>Experience dealing with escalated issues in a contact center capacity</li>
<li>The ability to type 30 WPM with accuracy</li>
<li>Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset</li>
<li>The ability to use spreadsheet applications to maintain and develop operational reporting</li>
<li>Exceptional time management, organizational and prioritization skills to complete work in a timely manner</li>
<li>Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment</li>
<li>The ability to work a variety of shifts, including days, evenings and holidays</li>
</ul>

Team Lead (Supervisor)

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
We are changing the way people think about customer service, and we need your help!
 We are seeking a Quality Assurance Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and success of our clients.
 
As Quality Assurance Manager, You Will…
 
<ul>
<li>Lead conversations, both written and verbal, with clients and team members of all levels</li>
<li>Ensure assigned Key Performance Indicators are achieved (Ex. Call Handle Time, Email Response Time, Quality and Customer Satisfaction Indices)</li>
<li>Identify trends and challenges, and develop plans to correct problem areas</li>
<li>Work closely with the Training team to ensure new-hires and tenured team members are receiving effective training</li>
<li>Ensure compliance operating processes and procedures, including all required security measures</li>
<li>Utilize essential soft skills to deliver guidance to team members of every level</li>
<li>Flex as needed to our fast-paced, fun, and exciting work environment that changes quickly to meet the needs of the business</li>
</ul>
As Quality Assurance Manager, You Have…
 
<ul>
<li>3-5 years of experience in a leadership role, preferably in the customer service industry</li>
<li>Bachelor Degree or other post-secondary degree in a relatable field</li>
<li>Excellent verbal & written communication skills and strong emotional intelligence</li>
<li>Leadership, decision-making and analytical skills</li>
<li>Ability to evaluate and synthesize data</li>
<li>Excellent attention to detail</li>
<li>Strong aptitude for process thinking</li>
<li>Strong knowledge of Word, Excel & Powerpoint</li>
<li>Some travel may be required</li>
</ul>

Quality Assurance Manager

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
We’re searching for an Operations Manager to direct and manage all operational activities for certain programs while contributing to the campus’s overall strategic direction. This role will execute day-to-day operational activities including managing Key Performance Indicators (KPIs), managing Service Levels and coaching and recruiting Team Leaders.
 
As Operations Manager, You Will…
 <ul>
<li>Ensure proper planning, staffing and direction of the operational functions</li>
<li>Manage and supervise teams</li>
<li>Ensure proficient training, professional development and employee engagement to prepare, grow and retain employees</li>
<li>Manage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service</li>
<li>Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas</li>
<li>Develop customized reporting to measure and track operational statistics, data and results</li>
<li>Develop solutions to improve business performance and partner success</li>
<li>Use analytics, investigation and reasoning to quickly develop solutions for ad hoc issues</li>
<li>Motivate teams through relationship building and real-time coaching</li>
<li>Develop and deploy incentive programs to motivate employees to achieve desired outcomes</li>
<li>Authorize and coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team</li>
<li>Collaborate with other departments within the organization (HR, IT, etc) to resolve issues</li>
<li>Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings</li>
</ul>
As Operations Manager, You Have…
 <ul>
<li>Completion of post-secondary education (a major in Business or Commerce will be considered an asset)</li>
<li>A minimum of 5 years of experience in the contact center industry</li>
<li>At least 3 years of experience in an Operations Management role overseeing front-line employees</li>
<li>Experience in client relationship management and employee development/coaching</li>
<li>Experience dealing with escalated issues in a contact center capacity</li>
<li>The ability to successfully work across cross-functional teams</li>
<li>A positive work ethic and commitment to achieve the best possible outcomes</li>
<li>The passion to be a role model that exemplifies our 10 Things (cultural values)</li>
<li>Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner</li>
<li>Excellent communication skills; listening, verbal and written</li>
<li>Ability to assess the “big picture” and draw connections between inputs and outputs</li>
<li>Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations</li>
<li>Ability to use spreadsheet applications to maintain and develop operational and financial data reporting</li>
<li>Ability to type 30 WPM with accuracy</li>
<li>Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment</li>
<li>Strong knowledge of Google Suite (Sheets, Slides, Docs, Drive) preferred</li>
</ul>

Operations Manager

French-English Account Representative Location: Maadi-Tech villageWhat We OfferCompetitive Salary: EGP 30,000 gross package.Transportation: Door-to-door service for female employees after 9 PM.Convenient Interview Process: Fully virtual.Shift DetailsRotational 24/7 coverage including an hour and half for break!RequirementProficiency in French-English (B2 level) or higher.Graduates and undergrads can apply.If you are interested send a message to this what's app number 01125657106Type d'emploi : Temps pleinR&eacute;mun&eacute;ration&nbsp;: E&pound;30&#8239;000,00 par mois

Bilingual French-English Customer service

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
Are you looking for an exciting new challenge? IntouchCX is looking for you!
 
As one of the world’s leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.
 
We’re hiring a Director of Operations to be involved in all facets of the contact center operations including hiring, training, quality control, reporting, performance optimization and partner services. Our ideal candidate is a fearless leader with a drive to deliver extraordinary results.
 
As Director of Operations, You Will…
 <ul>
<li>Drive “best practices” in all areas of responsibility</li>
<li>Ensure proper planning, staffing, training and development is achieved across all teams</li>
<li>Be responsible for ramp-up drives and goals</li>
<li>Create action plans for continuous growth and improvement, business development and client satisfaction</li>
<li>Drive results and performance optimization through client specific internal KPIs and financials, while ensuring Service Level Agreements are met with optimum quality and service</li>
<li>Direct and audit to ensure adherence to corporate policies and processes, while honoring client specific policies & processes</li>
<li>Support and drive the IntouchCX culture within teams and at our campuses, while also integrating partner culture</li>
<li>Motivate and inspire teams, while building trusting relationships throughout the organization</li>
<li>Develop and execute motivational incentives on the floor</li>
<li>Partner with stakeholders across the organization in a collaborative manner to ensure consistency within Operations</li>
<li>Maintain close auditing cadence through reporting, observations and personal contact</li>
<li>Work directly with Operations Workforce Optimization teams to deliver client staffing requirements</li>
</ul>
As Director of Operations, You Have…
 <ul>
<li>Post-secondary diploma or degree with a major in Business</li>
<li>7 - 9 years of experience in contact center leadership, including managing cross-functional teams</li>
<li>5 years of relevant experience in client relationship management</li>
<li>Experience in analyzing/influencing profit & loss statements and performing cost analysis</li>
<li>Experience with maintaining and developing operational statistics, financial management information and results reporting</li>
<li>Excellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departments</li>
<li>Excellent organizational and time management skills with the ability to work under tight deadlines</li>
<li>The ability and motivation to meet program and internal business KPIs</li>
<li>The ability to implement change and innovation throughout teams</li>
</ul>

Director of Operations

Join IntouchCX and explore 7   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.