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client success manager

Visa

<div>
 
 Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose &ndash; to uplift everyone, everywhere by being the best way to pay and be paid.
 
 
 
 
 Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.
 
 
 
 
 
 
 Job Description
 
 
 
 
 The Consultant, Client Success is a client-facing, individual contributor role serving as a Commercial &amp; Money Movement Solutions such as (Visa Direct, Visa Commercial Solutions &amp; Visa Government Solutions) subject matter expert accountable for supporting a portfolio of Visa clients. Partners with Account Team members in Client Services, Sales and Product to drive optimization of client performance in alignment with Visa&rsquo;s business agenda per Sales Account Plans and Client Services Client Success Plans. Participates in client advisory engagements to enable new capabilities and facilitate clients&rsquo; geographic expansion and product adoption.
 
 
 
 
 This role reports to a Director and is an exciting opportunity to be at the forefront of Visa&rsquo;s Client Success transformation, closely partnering with more senior Client Success Managers to allow clients to maximize their benefits realization and value from Visa products.
 
 
 
 
 Responsibilities:
 
 
 
 <ul>
 <li>
 Provide Visa Commercial &amp; Money Movement Solutions subject matter expertise and consultation to Visa clients and share insights with other Client Success team members to continually enhance the Client experience.
 </li>
 <li>
 Foster and sustain trusted partnerships with internal Account Team members by aligning on the forward-looking relationship strategy and optimization opportunities and executing against Client Success Plans.
 </li>
 <li>
 Leverage an understanding of Client operational goals and success metrics for their overall Visa product landscape to generate new Sales leads to solve identified Client pain points.
 </li>
 <li>
 Support periodic operational reviews with Clients and Visa stakeholders, incorporating input, comparison and client progress against product metrics.
 </li>
 <li>
 Act as an advocate for Clients through showcasing operational excellence by incorporating automated solutions to achieve efficiency and productivity operational improvements.
 </li>
 <li>
 Support implementation of new Visa products purchased by Clients by collaborating with key Client and Visa teams to expedite implementation readiness activities.
 </li>
 <li>
 Maintain strong relationships with Client Services and other cross-functional teams within Visa to provide subject matter expertise consultation as needed to optimize client performance.
 </li>
 <li>
 Support communication of new Visa Rules, essential mandates, Visa Business Enhancement Releases, and upcoming product changes related to ensure Client readiness and service compliance through delivering Client educational training.
 </li>
 </ul>
 
 This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager. &ZeroWidthSpace;
 
 
 
 
 
 
 Qualifications
 
 
 
 
 Basic Qualifications:
 
 
 5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD
 
 
 
 
 Preferred Qualifications:
 
 
 6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
 
 
 Minimum of 5+ years experience in financial services, payment card, software or business consulting.
 
 
 Experience engaging with key stakeholders as clients.
 
 
 Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise.
 
 
 Technical proficiency in Visa Commercial Solutions.
 
 
 Technical aptitude with a proven ability to articulate technical terms or processes into business language.
 
 
 Interpersonal and consulting skills with proven abilities in influencing clients and stakeholders.
 
 
 Analytical aptitude and demonstrated track record of working with data to solve problems and provide recommendations.
 
 
 Ability to represent technical and business issues and solutions to key stakeholders.
 
 
 Self-starter with an ability to achieve results as part of an effective team (across countries), and to effectively prioritize and multi-task under deadlines.
 
 
 Experience in client relationship management, and able to set priorities, influence others, and manage client expectations.
 
 
 Proficiency with MS Office tools (e.g. MS Excel, PowerPoint, Word).
 
 
 
 
 
 
 Additional Information
 
 
 
 
 Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
 
 
 
</div>

Client Success Manager

<div>
 
 Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
 
 
 
 
 At Visa, you'll have the opportunity to create impact at scale &mdash; tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters &mdash; to you, to your community, and to the world.
 
 
 
 
 Progress starts with you.
 
 
 
 
 
 
 Job Description
 
 
 
 
 Responsibilities:
 
 
 
 <ul>
 <li>
 Accelerate adoption and improve performance of products for the assigned product family, by identifying optimization opportunities and leads for activation.
 </li>
 <li>
 Collaborate with cross-functional teams within Visa to deliver subject matter expertise consultation and operational best practices as needed to optimize client performance.
 </li>
 <li>
 Collect product feedback and prioritize the enhancement requests for the Global Product teams.
 </li>
 <li>
 Support and/or oversee the implementation of new Visa products purchased by Clients by coordinating with key Client and Visa teams to expedite implementation readiness activities and steer Client toward faster time to value and maximize adoption of deployed products.
 </li>
 <li>
 Foster and sustain trusted partnerships with other teams within Client Services, Product and Sales by aligning on the forward-looking relationship strategy and optimization opportunities and executing against Client Success Plans.
 </li>
 <li>
 Drive and deliver initiatives to improve client adoption of products and use of Visa&rsquo;s self-service tools.
 </li>
 <li>
 Leverage insights and understanding of their local market(s) and product needs to continually enhance Product Health in the region and Client experience.
 </li>
 <li>
 Support periodic operational reviews with Clients and Visa stakeholders, incorporating input, comparison and client progress against product metrics.
 </li>
 </ul>
 
 This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
 
 
 
 
 
 
 Qualifications
 
 
 
 <ul>
 <li>
 Bachelor degree or equivalent qualification
 </li>
 <li>
 3-8 years of success in a technology, financial or information services business or with experience in the Payments, Consulting or Banking industry preferred
 </li>
 <li>
 Commitment to learning and developing with a strong bias for action, with a passion to build, test, learn and iterate.
 </li>
 <li>
 Proficiency in data analytics, visualization and data driven decision making.
 </li>
 <li>
 Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at all levels
 </li>
 <li>
 Ability to articulate complex technical and business issues and solutions to multiple levels internally and externally to support strategic business plans
 </li>
 <li>
 Self-starter able to achieve results as part of an effective team across countries and time zones
 </li>
 <li>
 Able to effectively prioritize and multi-task under deadlines
 </li>
 <li>
 Experience representing technical and/or business issues and solutions to influence audiences at multiple levels of an organization, including executives, in support of strategic business plans
 </li>
 <li>
 Excellent presentation skills, including strong oral and written communications
 </li>
 <li>
 Solid influencing and negotiation skills
 </li>
 <li>
 Becoming customer centric, listening to and prioritizing customer needs to drive value realization and build trusted partnerships
 </li>
 <li>
 Success planning - Build measurable actions plans to help clients achieve their business goals and realize value from their products or solutions
 </li>
 <li>
 Client engagement - Communicate clearly and effectively with clients
 </li>
 <li>
 Proactiveness - Think ahead and act critical thinking - Take ownership over problems and find creative solutions to complex problems technical skills &ndash; continuous acquisition, application, and refinement of technical skills relevant to the role and payments
 
 
 </li>
 </ul>
 
 Additional Information
 
 
 
 
 Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
 
 
 
</div>

Client Success Analyst

Luciq

<div>
 
 Job Purpose
 
 
 
 Manage Customer Success team members to build long lasting relationships with customers and ensure that they are satisfied with the services they receive and to improve upon areas of dissatisfaction.
 
 
 Job Responsibilities
 
 
 <ul>
 <li>
 Manage Customer Success team consisting of 7-10 members within the company.
 </li>
 <li>
 Motivate the Customer Success team according to the defined strategies and ensure retention and defined team targets are met.
 </li>
 <li>
 Lead, develop and coach a team of employees in the Customer Success management team to their optimum performance levels.
 </li>
 <li>
 Build strong client relationships, develop account management strategies, coordinate with internal teams to deliver solutions that meet clients' needs, and identify opportunities to grow accounts.
 </li>
 <li>
 Develop and implement strategic plans to manage and grow accounts.
 </li>
 <li>
 Develop and maintain excellent knowledge and understanding of our business, offerings, competitors, and industry.
 </li>
 <li>
 Create engagement strategies with clients to develop a professional relationship through the provision of product and operational services, training, and customer services.
 </li>
 <li>
 Provide constructive feedback for team members on their performance and how to develop their communication strategy with customers.
 
 
 </li>
 </ul>
 Job Requirements
 
 
 <ul>
 <li>
 Bachelor's degree in Computer Science or any business-related field.
 </li>
 <li>
 11-15 years of relevant experience.
 </li>
 <li>
 Excellent communication, leadership, and interpersonal skills.
 </li>
 <li>
 An analytical mindset to decide actions based on productivity metrics.
 </li>
 <li>
 Solid technology background with knowledge of the mobile apps&rsquo; ecosystem.
 </li>
 <li>
 A proven track record of Technical Account Management or other relevant experience.
 </li>
 <li>
 Experience in managing multiple stakeholders and projects.
 </li>
 <li>
 A listener who is customer-oriented and attentive to their needs.
 </li>
 <li>
 Fluent in spoken and written English.
 </li>
 <li>
 Great communication skills.
 </li>
 <li>
 Communicate effectively in both business and technical contexts.
 </li>
 <li>
 Juggle multiple priorities with competing deadlines.
 </li>
 <li>
 Process-oriented with problem-solving skills.
 </li>
 </ul>
</div>

Senior Manager, Customer Success

TTEC

<div>
 Operations Manager - Call Center &ndash; Cairo
 
 
 At TTEC, we&rsquo;re all about the Human Experience. Elevated. As a Service Delivery Manager Cairo, Egypt you&rsquo;ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.
 
 
 What You&rsquo;ll be Doing
 
 
 Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to work closely with an iconic brand? In this role, you&rsquo;ll support and motivate your team to make sure they&rsquo;re on track to meet client and business goals.
 
 
 You&rsquo;ll have responsibility for the operational direction and financial performance of the business
 
 
 You&rsquo;ll manage, inspire, and motivate a number of junior managers to ensure operational excellence, service improvement and process refinement is realized, driving effective operating models to maximize revenue and performance.
 
 
 You&rsquo;ll report to the Senior Operations Manager. We&rsquo;re looking for a leader to Act as one, as you will encourage and motivate your team to resolve issues, accomplish goals and influence their career mobility.
 
 
 Your accountabilities and activities will include
 
 
 Supporting the Senior Operations Manager in defining the Operational strategy to ensure the long-term development and success of the business
 
 
 <ul>
 <li>
 Responsibility for the direct management and development of the junior management team
 </li>
 <li>
 Responsibility for the development of the operational talent pool by optimizing the skills of the existing team via effective succession planning to ensure key roles are filled and individual talent is recognized.
 </li>
 <li>
 The continuous identification and implementation of operational best practice and proactive solutions through interaction with the wider TTEC digital and TTEC Engage teams.
 </li>
 <li>
 Supporting the introduction of new business, ensuring long term success and maximum revenue generation for TTEC.
 </li>
 <li>
 Contributing to the operational elements for new bids and new services
 </li>
 <li>
 Responsibility and accountability for the operational performance of the Client Area(s) and for exceeding targets of all required metrics and Key Performance Indicators.
 
 
 
 </li>
 </ul>
 Responsibility to create an environment in which employees consider themselves as stakeholders.
 
 
 Effective Stakeholder management and client relationship building to ensure seamless partnership with the client(s) and build trust in our business.
 
 
 To over-see the forecasting, planning and real time delivery of our man-power &ndash; to meet client volume and profiles.
 
 
 Working with the Recruitment and Learning and Development teams to define specific recruitment and training needs.
 
 
 What You Bring to the Role
 
 
 <ul>
 <li>
 A minimum 4 year call center management or equivalent work experience
 </li>
 <li>
 Continuously promote a performance-driven culture and always work towards reaching for amazing
 </li>
 <li>
 Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
 </li>
 <li>
 Consistently mentor and inspire others
 </li>
 <li>
 Customer focused mindset
 </li>
 <li>
 Understanding, interpreting, and manipulating data for reporting
 </li>
 <li>
 You&rsquo;ll have good process and change management experience to aid your delivery of business needs and changing client requirements
 </li>
 <li>
 Strong people and client leadership and stakeholder management
 
 
 
 </li>
 </ul>
 What You Can Expect
 
 
 <ul>
 <li>
 Knowledgeable, encouraging, supporting and present leadership
 </li>
 <li>
 Diverse and community minded organization
 </li>
 <li>
 Career-growth and lots of learning opportunities for aspiring minds
 </li>
 <li>
 And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you
 
 
 
 </li>
 </ul>
 
 About TTEC
 
 
 
 Our business is about making customers happy. That&rsquo;s all we do. Since 1982, we&rsquo;ve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world&rsquo;s leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
 
 
 TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.
 
 
 
 Primary Location
 
 
 
 EG-Cairo-Cairo
</div>

Operations Manager Call Center

Magnet

<div>
 
 
 Employer Overview
 
 
 
 A pioneering accreditation body serving the vocational sector and the exclusive authorized representative of an international certification organization in Egypt. The organization is committed to promoting professional standards and supporting workforce development through strategic partnerships and high-quality services.
 
 
 
 
 
 
 Job Summary
 
 
 
 The Senior Business Development professional will drive the growth and success of the business development department by identifying and executing unique partnership opportunities, fostering strong sectoral networks, and maintaining key stakeholder relationships. This role is essential for presenting services effectively and ensuring continuous business expansion aligned with organizational goals.
 
 
 
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Lead and support the smooth growth of the business development department through strategic business partnering and relationship management.
 </li>
 <li>
 Develop and implement positioning strategies to target key market channels in coordination with marketing.
 </li>
 <li>
 Conduct thorough research and apply business development strategies to proactively engage potential customers, projects, and funding sources.
 </li>
 <li>
 Collaborate with Business Development Section Manager and Account Manager to understand client needs, project objectives, and create project plan drafts aligned with scope, budget, and timelines.
 </li>
 <li>
 Formulate and implement comprehensive methodologies to develop detailed technical and financial proposals, ensuring feasibility and alignment with policies.
 </li>
 <li>
 Draft customized sales strategies addressing diverse target segments and partner requirements.
 </li>
 <li>
 Prepare and manage sales contracts, ensuring compliance with organizational policies and legal guidelines.
 </li>
 <li>
 Monitor open bid applications, follow donor trends, and ensure timely, accurate submissions per international guidelines.
 </li>
 <li>
 Communicate terms and conditions clearly according to the nature of business relationships.
 </li>
 <li>
 Deliver assigned strategic initiatives and supervise team members to ensure successful project execution.
 </li>
 </ul>
 
 
 
 
 
 Qualifications:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration or a relevant field; additional certificates in related disciplines are a plus.
 </li>
 <li>
 5-7 years in business consultancy, business development, sales, and proposal writing.
 </li>
 <li>
 Proven success in B2B sales and negotiation, preferably within educational services.
 </li>
 <li>
 Integrated learning and quality focus
 </li>
 <li>
 Strong writing and reporting abilities
 </li>
 <li>
 Excellent communication and networking skills
 </li>
 <li>
 Strategic planning and result orientation
 </li>
 <li>
 Adaptability and ability to manage ambiguity
 </li>
 <li>
 Teamwork and interpersonal skills
 </li>
 <li>
 Research, analysis, and problem-solving capabilities
 </li>
 <li>
 Willingness to challenge and improve existing processes
 </li>
 <li>
 Proficient in data analysis, forecasting, and budgeting.
 </li>
 <li>
 Expertise in drafting technical and financial proposals.
 </li>
 <li>
 Advanced proficiency in MS Office Suite, especially Excel and PowerPoint.
 </li>
 <li>
 Excellent command of English and Arabic (written and spoken).
 </li>
 <li>
 Ability to build and maintain strong relationships with internal and external stakeholders.
 </li>
 <li>
 Capacity to manage multiple projects and deadlines effectively.
 </li>
 <li>
 Strong presentation and negotiation skills.
 </li>
 </ul>
 
 
</div>

Senior Business Developer

Accenture Middle East

<div>
 
 We are seeking an experienced
 
 SAP BASIS
 
 Associate Manager to support a major SAP transformation program. In this role, you will be responsible for managing SAP system administration, ensuring high availability, optimizing performance, and providing technical support for SAP landscapes across both on-premise and cloud environments. You will collaborate with cross-functional teams to deliver technical solutions that align with business objectives and ensure seamless SAP operations.
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 SAP System Administration
 
 :
 
 <ul>
 <li>
 Install, configure, and maintain SAP systems, including ECC, S/4HANA, BW, Fiori, and other SAP components.
 </li>
 <li>
 Manage SAP transports, system copies, and client administration.
 </li>
 </ul>
 
 
 Performance Monitoring and Troubleshooting
 
 :
 
 <ul>
 <li>
 Monitor system performance and proactively identify and resolve technical issues.
 </li>
 <li>
 Apply patches, updates, and hotfixes to ensure system stability and security.
 </li>
 </ul>
 
 
 Backup and Recovery
 
 :
 
 <ul>
 <li>
 Perform backup, recovery, and disaster recovery procedures to ensure data integrity and business continuity.
 </li>
 </ul>
 
 
 SAP Security and Authorizations
 
 :
 
 <ul>
 <li>
 Collaborate with the SAP Security team to implement and manage SAP security authorizations.
 </li>
 </ul>
 
 
 System Upgrades and Migrations
 
 :
 
 <ul>
 <li>
 Provide technical guidance and support for system upgrades, migrations, and landscape optimization.
 </li>
 <li>
 Ensure smooth integration of SAP systems with other enterprise applications.
 </li>
 </ul>
 
 
 Collaboration and Coordination
 
 :
 
 <ul>
 <li>
 Work closely with functional and development teams to support technical requirements and integration.
 </li>
 <li>
 Coordinate with onsite and offshore teams to ensure seamless project execution.
 </li>
 </ul>
 
 
 Technical Documentation
 
 :
 
 <ul>
 <li>
 Maintain comprehensive technical documentation for SAP landscapes, configurations, and procedures.
 </li>
 </ul>
 
 
 Education:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Computer Science, Information Technology, or a related field.
 </li>
 <li>
 SAP BASIS certification is a plus.
 </li>
 </ul>
 
 
 Experience:
 
 
 <ul>
 <li>
 8+ years of experience in SAP BASIS administration, with a focus on SAP HANA database and S/4HANA landscape management.
 </li>
 <li>
 Proven experience in managing SAP systems in both on-premise and cloud environments.
 </li>
 <li>
 Hands-on experience with system monitoring tools and performance optimization.
 </li>
 </ul>
 
 
 Technical Skills:
 
 
 <ul>
 <li>
 Expertise in SAP BASIS administration, including installation, configuration, and maintenance of SAP systems (ECC, S/4HANA, BW, Fiori, etc.).
 </li>
 <li>
 Strong knowledge of SAP HANA database administration and troubleshooting.
 </li>
 <li>
 Proficiency in SAP transport management, system copies, and client administration.
 </li>
 <li>
 Experience with backup, recovery, and disaster recovery procedures.
 </li>
 <li>
 Familiarity with SAP security and authorization concepts.
 </li>
 </ul>
 
 
 Soft Skills:
 
 
 <ul>
 <li>
 Excellent problem-solving and analytical skills.
 </li>
 <li>
 Strong coordination and communication skills to work effectively with onsite and offshore teams.
 </li>
 <li>
 Ability to manage multiple priorities in a fast-paced environment.
 </li>
 </ul>
 
 
 Preferred Qualifications:
 
 
 <ul>
 <li>
 Experience with SAP system upgrades, migrations, and landscape optimization.
 </li>
 <li>
 Knowledge of cloud platforms (e.g., AWS, Azure, or Google Cloud) for SAP hosting.
 </li>
 <li>
 Familiarity with SAP Solution Manager and other system monitoring tools.
 </li>
 </ul>
 
 
 
 
 Expectations for an Associate Manager Hire:
 
 
 <ul>
 <li>
 Take ownership of SAP BASIS operations and lead technical initiatives to ensure system reliability and performance.
 </li>
 <li>
 Act as a mentor to junior team members and provide technical guidance.
 </li>
 </ul>
 
 
 Strategic Thinking
 
 :
 
 <ul>
 <li>
 Align technical solutions with business objectives and contribute to the overall success of the SAP transformation program.
 </li>
 </ul>
 
 
 Collaboration
 
 :
 
 <ul>
 <li>
 Build strong relationships with stakeholders, including functional teams, development teams, and external vendors.
 </li>
 </ul>
 
 
 Results-Oriented
 
 :
 
 <ul>
 <li>
 Deliver high-quality technical solutions within defined timelines and budgets.
 </li>
 </ul>
 
 
 Adaptability
 
 :
 
 <ul>
 <li>
 Stay updated with the latest SAP technologies and best practices to drive continuous improvement.
 </li>
 </ul>
</div>

SAP BASIS– Associate Manager

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.
 
 
 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.
 
 
 
 Position Overview
 
 
 
 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.
 
 
 
 Key Responsibilities
 
 
 
 <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.
 
 
 </li>
 </ul>
 
 Required Qualifications
 
 
 
 <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.
 
 
 </li>
 </ul>
 
 Preferred Qualifications
 
 
 
 <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>
 
 Work Location
 
 
 
 <ul>
 <li>
 Based in Egypt (Nasr City / Maadi depending on your operations).
 </li>
 <li>
 Flexibility to work US hours
 
 
 </li>
 </ul>
 
 What Success Looks Like
 
 
 
 <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

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