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 seeking a Workforce Supervisor to direct, manage, and supervise a team of Workforce Analysts and Specialists. The ideal candidate will be responsible for the team’s performance and development, and will ensure that team members are focused on the delivery of company goals and client operational expectations.
 
As Workforce Supervisor, You Will…
 
<ul>
<li>Evaluate forecasting and capacity models to give recommendations for long term staffing needs</li>
<li>Provide clear communication of the forecasted workload, changes, assumptions and inputs</li>
<li>Escalate discrepancies in data to management with recommendations for action</li>
<li>Work with business leadership to coordinate processes to meet the operational and strategic needs of the business</li>
<li>Advise on potential opportunities or hazards that affect the ability to meet strategic goals</li>
<li>Analyze proposals from WFM analysts’ related to staffing needs</li>
<li>Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained</li>
<li>Act as initial point of contact for all assigned projects on all scheduling concerns</li>
<li>Coordinate and collaborate with operations and other departments to ensure the production environment is running smoothly</li>
<li>Exercise sound judgment when identifying staffing requirements and implementing procedural changes, while ensuring compliance with company policies and procedures</li>
<li>Recommend procedural and operational guideline changes to improve communications and operational efficiency</li>
<li>Directly respond to client escalations/queries with regards to Workforce Management</li>
<li>Participate in daily and weekly meetings that requires workforce involvement</li>
<li>Perform other duties as assigned</li>
</ul>
As Workforce Supervisor, You Have…
 
<ul>
<li>A post-secondary degree in a related discipline (Computer Science, Marketing, Communications, Business)</li>
<li>Have at least 2 years of Workforce Team Lead experience in both Real Time and Planning</li>
<li>Have at least 2 years of Workforce Planning experience</li>
<li>Experience working with Aspect and Verint software (considered an asset)</li>
<li>Strong analytical, problem-solving, technical, information-management and decision-making skills</li>
<li>Demonstrated strong interpersonal and communication skills</li>
<li>Superior organizational skills and the ability to follow through</li>
<li>Ability to work in a fast-paced, hectic & changing environment</li>
<li>Ability to effectively interact with employees at all levels and people from diverse backgrounds</li>
<li>Ability to think strategically</li>
<li>Ability to plan and monitor for results</li>
</ul>

Workforce 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’re looking for a Scheduling Specialist to work in partnership with both our Operations and Workforce Management Team to align the accuracy of original schedules to forecasted work volume. Reporting to the Manager of Resource Planning, this role will also be responsible for ongoing analysis and continuous improvement.
 
As Scheduling Specialist, You Will…
 <ul>
<li>Assist with schedule and tracker management to ensure that all schedules are generated properly</li>
<li>Identify customer contact trends to ensure appropriate resources are utilized</li>
<li>Manage schedule information for new and existing employees in multiple locations using a workforce software program</li>
<li>Ensure employee information is accurately entered and maintained on an ongoing basis</li>
<li>Ensure trackers related to headcount, absenteeism, etc are constantly reviewed and updated</li>
<li>Update parameters within the Workforce Management System to ensure efficient scheduling of resources to meet service level and productivity goals</li>
<li>Work closely with the Operations Team to ensure availabilities are conducive to the business needs</li>
</ul>
As Scheduling Specialist, You Have…
 <ul>
<li>A post-secondary degree or certificate with a focus on Business Administration (a combination of work experience and education will be considered)</li>
<li>Experience with workforce management systems (asset)</li>
<li>Advanced knowledge of Microsoft Excel (asset)</li>
<li>Knowledge of contact center operations, functions and business processes</li>
<li>Strong technical, analytical and problem solving skills</li>
<li>Superior attention to detail with an eye for accuracy</li>
<li>The ability to adapt to change in an innovative and fast paced environment</li>
<li>Strong organizational skills and the ability to follow through on projects</li>
<li>Excellent written and verbal communication skills</li>
<li>The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment</li>
</ul>

Scheduling Specialist

Salary 20k grossTransportation provided door to door after 10PMsocial and medical insuranceTraining: 3 weeks Maadi siteWork: Zayed siteUSA marketRotational ShiftsInduction day 27/3Job Types: Full-time, New gradPay: E&pound;20,000.00 per month

English Customer Service Intouch CX Sheikh Zayed

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 looking for a Human Resources Specialist to join our team and monitor all Human Resource functions.
 
The HR Specialist’s responsibilities include preparing compensation and benefits packages, enforcing company policies, and maintaining updated employee records. To be successful in this role, you should have a good understanding of compensation and benefits, employee welfare, and solid knowledge of labor relations.
 
As Human Resources Specialist, You Will…
 
<ul>
<li>Prepare and review compensation and benefits packages</li>
<li>Administer health and life insurance programs</li>
<li>Plan and coordinate monthly sync sessions with Program leaders</li>
<li>Foster a healthy workplace by ensuring HR procedures run smoothly at all times</li>
<li>Inform employees about eligibility for additional benefits (e.g. extra overtime)</li>
<li>Update employee records with new hire information and/or changes in employee status</li>
<li>Maintain organizational charts with detailed job descriptions and salary records</li>
<li>Develop and implement HR policies throughout the organization</li>
<li>Process and respond to employee queries in a timely manner</li>
<li>Stay up-to-date and comply with changes in labor legislation</li>
<li>Perform other job related duties as required</li>
</ul>
As Human Resources Specialist, You Have…
 
<ul>
<li>Bachelor’s Degree in Human Resources or relevant field is required</li>
<li>Proven work experience as an HR specialist or HR Generalist</li>
<li>Hands-on experience with Human Resources Information Systems (HRIS)</li>
<li>Solid understanding of labor legislation and payroll process</li>
<li>Effective verbal and written communication skills</li>
<li>Strong analytical, problem solving, and decision-making skills</li>
<li>High attention to detail and accuracy</li>
<li>Exceptional organizational and time management skills – must be able to multitask and prioritize</li>
<li>Ability to adapt and implement change and innovation</li>
<li>Strong interpersonal relations skills; able to deal with people at all levels of the organization</li>
<li>Demonstrated expertise in developing and managing relationships with an ability to listen and maintain patience during difficult situations</li>
</ul>

Human Resources Specialist

<div>
 
 
 About the Job
 
 
 
 IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. 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 Role
 
 
 
 We&rsquo;re changing the way people think about customer service &mdash; and we need your help!
 
 
 We&rsquo;re looking for a
 
 French Subject Matter Expert (CSR2)
 
 to provide front-line direction to our Customer Service Representatives (CSRs) and ensure quality service is delivered in every customer interaction.
 
 
 
 
 
 
 As a French Subject Matter Expert (CSR2), You Will&hellip;
 
 
 
 
 
 
 Represent our client partners and maintain knowledge of client brands, philosophy, promotions, and processes
 
 
 Serve as a role model and advocate for CSRs
 
 
 Provide floor support and guidance to ensure operational excellence
 
 
 Deliver call evaluation feedback and identify training needs
 
 
 Support coaching initiatives and career development programs
 
 
 Assist in monitoring performance metrics and service quality standards
 
 
 Act as a liaison between CSRs and leadership for escalations and process clarifications
 
 
 Perform other duties as assigned
 
 
 
 
 
 
 As a French Subject Matter Expert (CSR2), You Have&hellip;
 
 
 
 
 
 
 High school diploma or equivalent (required)
 
 
 Fluent French (minimum B2 level &ndash; spoken and written)
 
 
 2+ years of experience in call center and/or customer service industry
 
 
 Experience in coaching and mentoring team members
 
 
 Knowledge of call center systems, ACD/IVR, and performance statistics
 
 
 Proficiency in MS Office (Word, Excel, PowerPoint)
 
 
 Ability to type 30 WPM with accuracy
 
 
 Strong listening, verbal, and written communication skills
 
 
 Leadership qualities including critical thinking and problem-solving
 
 
 Ability to build rapport with clients and collaborate across different levels
 
 
 Strong analytical and decision-making skills
 
 
 Comfort with technology and frequent system changes
 
 
 Excellent time management, organizational, and prioritization skills
 
 
 Flexibility to work a variety of shifts, including days, evenings, and holidays
 
</div>

French Subject Matter Expert

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 service, and we need your help!
 
We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.
 
As Quality Assurance Analyst (Spanish/English Bilingual), You Will…
 
<ul>
<li>Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed</li>
<li>Complete Quality Assurance and coaching session reports on a weekly basis</li>
<li>Attend and participate in meetings with supervisors and managers to review monitoring lists</li>
<li>Attend and participate in partner and internal calibration meetings</li>
<li>Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers</li>
<li>Report scripting problems or questions from callers to appropriate departments</li>
<li>Distribute partner and company related correspondence to all CSRs/Tier 2 team members</li>
<li>Perform other duties as assigned</li>
</ul>
As Quality Assurance Analyst (Spanish/English Bilingual), You Have…
 
<ul>
<li>High school diploma or equivalent (required)</li>
<li>Must be fluent in Spanish and English, written and oral</li>
<li>1 year of front-line contact center experience (preferred)</li>
<li>1-2 years of Quality Assurance experience (preferred)</li>
<li>Intermediate knowledge of MS Excel, MS Word and MS Office (required)</li>
<li>Ability to type 30 wpm minimum with accuracy</li>
<li>Strong verbal and written communication skills, including spelling and grammar</li>
<li>Excellent organizational and time management skills</li>
<li>Ability to make fair and consistent judgments and decisions</li>
<li>Ability to multi-task under high-pressure situations</li>
<li>Ability to solve problems and offer suggestions in a positive and developmental manner</li>
<li>Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls</li>
<li>Ability to perform basic mathematical functions to ensure scoring accuracy</li>
<li>Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds</li>
<li>Ability to work a variety of shifts including days, afternoons, evenings and holidays</li>
</ul>

Quality Assurance Analyst (Spanish/English Bilingual)

Join IntouchCX 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.