people operations specialist Jobs in Cairo

people operations specialist

contracts team leader

telephone operator

training lead

ai product owner

bpo trainer

IGT Solutions

<div>
 
 
 Job Title: Trainer (Customer Service / Contact Center)
 
 
 
 
 Location:
 
 Maadi, Cairo
 
 
 
 Company:
 
 IGT Solutions
 
 
 
 Experience Required:
 
 Minimum 1 year
 
 
 
 Language Requirement:
 
 English Level C1 (Advanced)
 
 
 
 Job Summary
 
 
 
 IGT Solutions is looking for a dynamic and engaging Trainer
 
 with travel &amp; Airlines Experience
 
 to join our team. The ideal candidate will be responsible for delivering high-quality training sessions, enhancing employee performance, and ensuring that new hires and existing employees meet business standards in customer service and communication.
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Deliver onboarding training sessions for new hires (product, process, and communication skills).
 </li>
 <li>
 Conduct refresher trainings and upskilling sessions for existing employees.
 </li>
 <li>
 Develop and update training materials, manuals, and presentations.
 </li>
 <li>
 Assess trainee performance through evaluations, quizzes, and role-plays.
 </li>
 <li>
 Provide constructive feedback and coaching to improve performance.
 </li>
 <li>
 Track training effectiveness and report on KPIs (e.g., nesting performance, training success rate).
 </li>
 <li>
 Collaborate with Operations, Quality, and HR teams to identify training needs.
 </li>
 <li>
 Support employees during nesting and early production stages.
 </li>
 </ul>
 
 
 Requirements
 
 
 <ul>
 <li>
 Minimum
 
 1 year of experience
 
 as a Trainer
 
 in Travel or Airlines LOB
 
 in a contact center or customer service environment.
 </li>
 <li>
 
 English proficiency at C1 level
 
 (spoken and written).
 </li>
 <li>
 Strong presentation and facilitation skills.
 </li>
 <li>
 Excellent communication and interpersonal abilities.
 </li>
 <li>
 Ability to simplify complex information and engage different learning styles.
 </li>
 <li>
 Good knowledge of training methodologies and adult learning principles.
 </li>
 <li>
 Proficiency in MS Office (especially PowerPoint and Excel).
 </li>
 </ul>
 
 
 Preferred Qualifications
 
 
 <ul>
 <li>
 Experience in multinational or BPO environments.
 </li>
 <li>
 Familiarity with quality standards and KPIs in customer service.
 </li>
 <li>
 Basic coaching and mentoring skills.
 </li>
 </ul>
 
 
 Working Conditions
 
 
 <ul>
 <li>
 Rotational shifts (if applicable).
 </li>
 <li>
 Onsite role in Maadi.
 </li>
 </ul>
 
 
 What We Offer
 
 
 <ul>
 <li>
 Competitive salary package.
 </li>
 <li>
 Career growth opportunities.
 </li>
 <li>
 Dynamic and supportive work environment.
 </li>
 </ul>
 
 
</div>

BPO Trainer

Foundever

<div>
 
 About Us
 
 
 
 Foundever&reg; is a global leader in the #CustomerExperience (#CX) industry. Create Connection. Value Conversation.
 
 
 
 Job Summary
 
 
 
 
 Job Summary:
 
 
 
 The L&amp;D Specialist will support the continuous development of customer service teams within a fast-paced BPO environment. This role focuses on improving operational performance through targeted learning interventions, aligning training programs with KPIs such as CSAT, AHT, FCR, and Quality Scores. The role requires a strong focus on measurable business impact and ROI.
 
 
 
 Primary Job Responsibilities
 
 
 
 
 Key Responsibilities:
 
 
 
 <ul>
 <li>
 Design and develop training materials tailored to contact center operations (customer service, sales, technical support).
 </li>
 <li>
 Screen and evaluate learning content to ensure alignment with business goals and operational KPIs.
 </li>
 <li>
 Identify target audiences (new hires, tenured agents, team leaders) and customize training approaches accordingly.
 </li>
 <li>
 Partner with Operations, Quality, and Workforce Management teams on cross-functional projects.
 </li>
 <li>
 Support onboarding (new hire training), nesting, and continuous learning programs.
 </li>
 <li>
 Develop and implement competency frameworks for agents and team leaders.
 </li>
 <li>
 Analyze performance gaps using data (QA scores, CSAT, AHT, FCR) and recommend learning solutions.
 </li>
 <li>
 Measure training effectiveness beyond satisfaction, focusing on behavior change and business results.
 </li>
 <li>
 Track and report ROI of training initiatives, linking learning outcomes to operational improvements.
 </li>
 <li>
 Provide coaching support and upskilling initiatives to improve agent performance.
 
 
 </li>
 </ul>
 
 Job Requirements
 
 
 
 <ul>
 <li>
 Minimum of 1 year of experience in Learning &amp; Development, preferably within a BPO or contact center environment.
 </li>
 <li>
 Previous training and facilitation experience is a must.Proficiency in English language at C1 level is a must.
 </li>
 <li>
 Experience in instructional design, training delivery, and content creation.
 </li>
 <li>
 Strong understanding of contact center KPIs (CSAT, AHT, FCR, QA).Experience in competency framework development.
 </li>
 <li>
 Proven experience working on cross-departmental projects (Operations, QA, WFM).
 </li>
 <li>
 Strong analytical mindset with the ability to measure training impact on business performance.
 </li>
 <li>
 Excellent communication, presentation, and stakeholder management skills.Ability to work in a fast-paced, performance-driven environment.
 </li>
 <li>
 Certifications such as TTT (Train the Trainer), PCT (Professional Certified Trainer), or TOT (Training of Trainers) are preferred.
 
 
 </li>
 </ul>
 
 KPIs (Key Performance Indicators)
 
 
 
 <ul>
 <li>
 Improvement in CSAT (Customer Satisfaction Score) post-training.Reduction in AHT (Average Handling Time) where applicable.
 </li>
 <li>
 Improvement in FCR (First Call Resolution).Increase in Quality Assurance (QA) scores.
 </li>
 <li>
 Training ROI (performance improvement vs. training cost).
 </li>
 <li>
 Speed to proficiency for new hires (time to go live / nesting success rate).Reduction in repeat errors or escalations.
 </li>
 <li>
 Stakeholder satisfaction (Operations &amp; Clients).
 </li>
 </ul>
</div>

L&D Specialist

<div>
 
 About Foundever
 
 
 
 Foundever 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 +750 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.
 
 
 
 Job Summary
 
 
 
 The Sr Learning Specialist will be responsible in implementing initiatives and influencing the learning strategies of the organization, in delivering and facilitating training programs that enhance the skills and knowledge of our employees. This role requires a proactive individual with excellent communication skills and a passion for facilitating training programs.
 
 
 
 Duties And Responsibilities
 
 
 
 <ul>
 <li>
 Lead and oversee the development and implementation of training strategies and programs across the organization.
 </li>
 <li>
 Conduct advanced needs assessments and analyze training effectiveness metrics to drive continuous improvement.
 </li>
 <li>
 Mentor and guide junior Learning Specialists, providing support in program delivery and instructional design.
 </li>
 <li>
 Collaborate with leadership to align training initiatives with organizational goals.
 </li>
 <li>
 Design complex training solutions, including blended learning and e-learning modules.
 </li>
 <li>
 Facilitate high-level workshops and leadership training sessions.
 </li>
 <li>
 Stay updated on industry trends and best practices in learning and development.
 </li>
 <li>
 Perform other duties as assigned to meet departmental objectives.
 
 
 </li>
 </ul>
 
 Qualifications - Experience
 
 
 
 <ul>
 <li>
 Minimum 6 months of related experience in the Technical Support/Customer Service industry
 </li>
 <li>
 Minimum 6 month of experience in training, coaching and mentoring role.
 </li>
 <li>
 Strong understanding of adult learning principles and training processes.
 </li>
 <li>
 Extensive knowledge and experience in relevant subject matter.
 
 
 </li>
 </ul>
 
 About Us
 
 
 
 A global customer experience leader, redefining the way brands speak with their customers.
 
 
 
 Job Summary
 
 
 
 
 Job Summary:
 
 
 
 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.
 
 
 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.
 
 
 Supervises, leads and develops the assigned team of Trainers, in a way that ensures the mentioned items are achieved while complying with
 
 Foundever
 
 operational and quality standards.
 
 
 
 Responsibilities
 
 
 
 
 Primary Job Responsibilities
 
 
 
 <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 "Train the Trainer" 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>
 
 Experience
 
 
 
 <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>
 
 Skills Required
 
 
 
 <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>

Training Lead

Future Group Language Solutions

<div>
 
 Are you detail-oriented, professional, and passionate about supporting recruitment excellence in the BPO industry?
 
 
 
 Our global business process outsourcing company is seeking a diligent and reliable Screener to ensure the highest standards in our recruitment pipeline. If you thrive in a fast-paced, high-volume environment and are dedicated to delivering a positive experience for every candidate, join our forward-thinking talent acquisition team today.
 
 
 Shape Quality Recruitment as a Screener in the BPO Sector
 
 
 In this role, you will play a vital part in identifying exceptional talent by conducting initial candidate screening for a variety of BPO positions. You'll collaborate with Talent Acquisition Specialists and Hiring Managers to help build strong and diverse teams that drive the success of our organization.
 
 
 Key Responsibilities &ndash; Recruitment Screening and Candidate Evaluation
 
 
 <ul>
 <li>
 Perform initial applicant screening using established criteria to assess candidate suitability for BPO roles.
 </li>
 <li>
 Review CVs and application forms, verifying information and prioritising candidates for further evaluation.
 </li>
 <li>
 Conduct pre-screening phone calls and online assessments, ensuring a professional and engaging candidate experience.
 </li>
 <li>
 Collaborate closely with recruiters and hiring teams to understand role requirements and update on applicant progress.
 </li>
 <li>
 Maintain accurate and up-to-date records in the Applicant Tracking System (ATS).
 </li>
 <li>
 Support employer branding initiatives and engage with candidates using clear, inclusive, and compliant communications.
 </li>
 <li>
 Champion best practices in diversity, equity, and inclusion at every stage of the screening process.
 </li>
 <li>
 Uphold adherence to data protection regulations and company policies regarding candidate information.
 
 
 
 </li>
 </ul>
 
 Essential Skills, Experience &amp; Qualifications &ndash; Screener, BPO Recruitment
 
 
 
 <ul>
 <li>
 0 - 1 year of experience in a screening, recruitment, HR, or customer-facing role (preferably in the BPO sector).
 </li>
 <li>
 Proficient in using applicant tracking systems and digital screening tools.
 </li>
 <li>
 Excellent verbal and written communication skills with strong attention to detail.
 </li>
 <li>
 Ability to work both independently and as part of a high-performing, multicultural team.
 </li>
 <li>
 Capable of managing multiple tasks and priorities in a deadline-driven environment.
 </li>
 <li>
 Good understanding of recruitment processes, candidate care, and BPO industry requirements.
 </li>
 <li>
 High level of professionalism, integrity, and respect for confidential information.
 
 
 
 </li>
 </ul>
 What We Offer Screener Team Members
 
 
 <ul>
 <li>
 Competitive hourly rate and a benefits package designed to value your contribution.
 </li>
 <li>
 Opportunities for further training, development, and career advancement within our international BPO company.
 </li>
 <li>
 A dynamic, inclusive environment where your input and attention to detail will make a real difference.
 
 </li>
 </ul>
</div>

Screener

SamTech Middle East Fz LLC

<div>
 
 Title: Software
 
 
 
 
 Location
 
 : New Cairo Office
 
 
 
 Compensation
 
 : Base Salary + Commission
 
 
 
 Employment Type
 
 : On-site, Full-time
 
 
 
 We&rsquo;re Hiring | BPO Sales Manager.
 
 
 
 SMG is expanding, and we are looking for a highly driven
 
 BPO Sales Manager
 
 to lead and scale our sales operations across
 
 local, regional, and international markets
 
 . This is a strategic leadership role for a professional with deep experience in the
 
 contact center / BPO industry
 
 and a strong track record in closing and managing large accounts.
 
 
 
 About The Role
 
 
 
 As a BPO Sales Manager, you will be responsible for owning the full sales strategy, managing the sales pipeline, leading the sales team, and driving revenue growth. You will work closely with Operations, Finance, and Delivery teams to ensure smooth client onboarding and long-term account success.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Develop and execute BPO sales strategies aligned with company growth objectives.
 </li>
 <li>
 Lead, coach, and manage the sales team to achieve and exceed revenue targets.
 </li>
 <li>
 Identify new business opportunities across local, offshore, and international markets.
 </li>
 <li>
 Manage the full sales cycle from lead generation to contract closure.
 </li>
 <li>
 Build strong, long-term relationships with key clients and decision-makers.
 </li>
 <li>
 Prepare proposals, pricing models, and commercial offers.
 </li>
 <li>
 Participate in negotiations, contracts, and deal structuring.
 </li>
 <li>
 Collaborate with internal teams to ensure seamless service delivery and onboarding.
 </li>
 <li>
 Track sales performance, forecasts, and market trends.
 </li>
 <li>
 Represent Atheel CX in client meetings, presentations, and business discussions.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Proven experience as a Sales Manager in the BPO / Contact Center industry.
 </li>
 <li>
 Strong understanding of CX solutions, outsourcing models, and client needs.
 </li>
 <li>
 Demonstrated ability to close high-value deals and manage enterprise clients.
 </li>
 <li>
 Excellent leadership, communication, and negotiation skills.
 </li>
 <li>
 Strategic mindset with a strong results-driven approach.
 </li>
 <li>
 Ability to work under pressure and manage multiple opportunities simultaneously.
 </li>
 <li>
 Fluent English is required (additional languages are a plus).
 </li>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Marketing, or a related field.
 
 
 </li>
 </ul>
 
 Location:
 
 Egypt (On-site)
 
 
 
 Language Skills
 
 
 
 <ul>
 <li>
 Arabic | Proficient.
 </li>
 <li>
 English | Advanced.
 
 
 </li>
 </ul>
 
 Nature Of Impact
 
 
 
 <ul>
 <li>
 Works cross-functionally to support business initiatives and ensure client satisfaction: Functional level.
 </li>
 <li>
 PROFESSIONAL EXPERIENCE: Minimum of 2-4 years in business development or sales support roles.
 </li>
 <li>
 EDUCATIONAL BACKGROUND: Bachelor&rsquo;s degree in Business Administration, Marketing, or equivalent.
 </li>
 </ul>
</div>

BPO Sales Manager

VXI Global Solutions

<div>
 
 
 Procurement Specialist &ndash; VXI Egypt (BPO Industry)
 
 
 
 
 
 
 
 Location:
 
 Cairo, Egypt
 
 
 
 Industry:
 
 BPO / Contact Center
 
 
 
 
 
 
 Position Summary
 
 
 
 The Procurement Specialist is responsible for managing the end-to-end procurement process, ensuring the timely sourcing and purchasing of goods and services while maintaining cost efficiency, quality standards, and compliance with company policies. The role supports operational continuity by building strong vendor relationships and optimizing procurement activities within a fast-paced BPO environment.
 
 
 
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Manage the full procurement cycle including sourcing, vendor selection, purchase orders, and delivery follow-up
 </li>
 <li>
 Negotiate pricing, contracts, and service agreements with suppliers to achieve cost-effective solutions
 </li>
 <li>
 Build and maintain strong relationships with vendors and service providers
 </li>
 <li>
 Ensure timely procurement of operational and administrative requirements to support business needs
 </li>
 <li>
 Monitor supplier performance and resolve any procurement-related issues or delays
 </li>
 <li>
 Maintain accurate procurement records, documentation, and reports within ERP systems
 </li>
 <li>
 Coordinate with Finance and stakeholders to ensure smooth Procure-to-Pay (P2P) operations
 </li>
 <li>
 Ensure compliance with company procurement policies and procedures
 </li>
 <li>
 Conduct market research to identify new suppliers and cost-saving opportunities
 </li>
 <li>
 Support inventory monitoring and purchasing forecasts when required
 </li>
 </ul>
 
 
 
 
 
 Requirements
 
 
 <ul>
 <li>
 Minimum 3 years of experience in Procurement / Purchasing
 </li>
 <li>
 Strong hands-on experience in procurement operations and vendor management
 </li>
 <li>
 Solid knowledge of ERP systems
 </li>
 <li>
 Good understanding of the Procure-to-Pay (P2P) cycle
 </li>
 <li>
 Strong negotiation and communication skills
 </li>
 <li>
 Ability to work in a fast-paced and dynamic environment
 </li>
 <li>
 Good analytical and problem-solving skills
 </li>
 <li>
 English proficiency level of B1+ or higher
 </li>
 </ul>
 
 
 
 
 
 Preferred Qualifications
 
 
 <ul>
 <li>
 Experience within the BPO / Contact Center industry is a plus
 </li>
 <li>
 Strong knowledge of Microsoft Excel and reporting tools
 </li>
 <li>
 Ability to manage multiple vendors and priorities simultaneously
 </li>
 </ul>
 
 
 
 
 
 Working Conditions
 
 
 <ul>
 <li>
 Rotational shifts starting from 10:00 AM up to a maximum of 10:00 PM
 </li>
 <li>
 Onsite work environment
 </li>
 </ul>
 
 
 
 
 
 Key Competencies
 
 
 <ul>
 <li>
 Vendor Management
 </li>
 <li>
 Negotiation Skills
 </li>
 <li>
 Cost Optimization
 </li>
 <li>
 ERP Systems Knowledge
 </li>
 <li>
 Procurement Operations
 </li>
 <li>
 Stakeholder Management
 </li>
 <li>
 Attention To Detail
 </li>
 </ul>
 
 
</div>

Procurement Specialist

e& CX Solutions Egypt

<div>
 
 Job Description
 
 
 
 Position:
 
 Total Rewards Manager
 
 Company:
 
 e&amp; CX Solutions
 
 Location:
 
 Cairo, Egypt
 
 Employment Type:
 
 Full-time
 
 Seniority Level:
 
 Manager
 
 
 Role Overview
 
 
 The Total Rewards Manager will design, implement, and manage compensation, benefits, and recognition programs to attract, retain, and motivate employees. This role requires strong analytical skills, market benchmarking expertise, and the ability to align rewards strategies with organizational goals.
 
 Experience in the BPO industry is preferred
 
 , given the high-volume, fast-paced nature of workforce management in customer experience operations.
 
 
 Key Responsibilities
 
 <ul>
 <li>
 Develop and oversee compensation structures, benefits programs, and incentive plans.
 </li>
 <li>
 Conduct market research and benchmarking to ensure competitive pay practices.
 </li>
 <li>
 Partner with HR and business leaders to align rewards strategies with organizational objectives.
 </li>
 <li>
 Manage annual salary reviews, bonus cycles, and benefits enrollment.
 </li>
 <li>
 Ensure compliance with local labor laws and company policies.
 </li>
 <li>
 Provide guidance to managers and employees on compensation and benefits matters.
 </li>
 <li>
 Monitor effectiveness of rewards programs and recommend improvements.
 </li>
 <li>
 Support employee engagement initiatives through recognition and rewards programs.
 </li>
 </ul>
 
 Required Qualifications
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Human Resources, Business Administration, Finance, or related field (Master&rsquo;s preferred).
 </li>
 <li>
 5-7 years of experience in compensation and benefits, with at least 3 years in a managerial role.
 </li>
 <li>
 Strong knowledge of rewards frameworks, job evaluation, and market benchmarking.
 </li>
 <li>
 Analytical mindset with proficiency in HRIS and MS Excel.
 </li>
 <li>
 Excellent communication and stakeholder management skills.
 </li>
 <li>
 Fluency in English; Arabic is a plus.
 </li>
 </ul>
 
 Preferred Experience
 
 <ul>
 <li>
 Background in
 
 BPO or customer experience industries
 
 , with exposure to high-volume hiring and workforce management.
 </li>
 <li>
 Familiarity with global mobility, expatriate compensation, and multi-country benefits structures.
 </li>
 </ul>
 
 
</div>

Manager Total Rewards

Explore 15+ Bpo trainer in Cairo this May. Find roles across top companies and apply now to boost your career.