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customer experience partner

Sanofi

<div>About Sanofi:
We&rsquo;re an R&amp;D-driven, AI-powered biopharma company committed to improving people&rsquo;s lives and delivering compelling growth. Our deep understanding of the immune system &ndash; and innovative pipeline &ndash; enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people&rsquo;s lives.
About the job<ul><li>
Autonomously accountable for territory level business performance</li><li>
Self-responsible for individual target, ensure achievement of sales objectives, deliver, and promote key messages about SANOFI&rsquo;s products to Customers through reaching them on the right channel, with the right message, at the right time to achieve overall business objective within defined Area/ Squad.</li><li>
Implementing the company&rsquo;s strategy, policies and demonstrating broaden Take the Lead mindset within teams.</li><li>
Cardiometabolic ( Diabetes - Hypertension - Dyslipidemia ) therapy area</li><li>
Geographic coverage: Heliopolis, Cairo</li></ul>
Key Accountabilities:<ul><li>
Manage great customer experience:</li></ul><ul><li>
Ensure the understanding and execution of the relevant Customer Journey &amp; undefined</li><li>
Support of key customers in the specialist /GP with the aim of increasing the prescription of Portfolio, to improve patient life&rsquo;s and needs.</li><li>
OCCP planning respecting customer persona individualization.</li><li>
Implementation and regular monitoring of the individual customer journey by leveraging the cross functional teamwork with HQ teams.</li><li>
Superpower: One CXP as digital, scientist, navigator, WoW &amp; Social Specialist per Area/Squad</li><li>
Performance and Business Acumen</li></ul><ul><li>
Self-responsible for individual target activities and sales performance.</li><li>
Hold the shared responsibility of Squad performance.</li><li>
Ensure the up-to-date market intelligence, account situation and competitive activities and rapid feedback to the HQ</li><li>
Support and Promote company&rsquo;s products value and image:</li></ul><ul><li>
Deliver/Customize the product message given from Customer support team and implement the product strategy. Effectively apply knowledge and skills into day-to-day professional activities.</li><li>
Differentiate value of SANOFI brands against competitors by understanding customer&rsquo;s medical diagnosis and utilizing digital tools as required by the company in a timely manner.</li><li>
Regularly conduct qualitative customer feedback, competitors&rsquo; activities, ongoing market trends and product&rsquo;s performance reports.</li><li>
Maintain good relationship with KOLs,DOLs to ensure their loyalty and their support to company&rsquo;s business.</li><li>
Facilitate &amp; Sustain access of Sanofi Products</li></ul><ul><li>
Expand SANOFI business with all lines &amp; functions.</li><li>
Anticipate future changes, risks &amp; opportunities affecting Sanofi&rsquo;s position &amp; communicate them across teams.</li><li>
Collaboration with GBUs &amp; functions e.g.: PHI/UHI/NHI/OSF to expand own business.</li><li>
Seek/expand new opportunity/new channels for the portfolio.</li><li>
Team Player</li></ul><ul><li>
Engage in the Squad performance and initiatives.</li><li>
Collaborative mindset to support the colleague CXPs improvement.</li><li>
Takes initiative &amp; leverages network, academics, digital or innovate ways outside his\her own area to create learning opportunities.</li><li>
Create networks outside of own team.</li><li>
Health Safety and Environment Responsibilities</li></ul><ul><li>
Comply with company procedures and current regulations on hygiene and safety.</li><li>
Safely use the work equipment, dangerous substances, and preparations as well as the supplied collective and personal protective equipment according to the instructions received.</li><li>
Promote and follow the HSE rules and &lsquo;Act responsibly&rsquo; to protect yourself and others from an injury and ill health conditions while at the work locations and/or while using road e.g., traffic rules, emergency evacuation procedure, medical surveillance, healthy lifestyle etc.</li><li>
Engage the HSE department in the related activities (where applicable) and be sure that the work performed follows the local HSE regulations, Corporate HSE Policy and key requirements. Follow the company&rsquo;s road safety program.</li><li>
Attend HSE training. Promptly report to your Manager any dangerous conditions of which you become aware.</li><li>
Reporting any occupational injury/ preventable car accident within 24hrs to the direct Manager and HSE manager.</li><li>
Maintain vehicle safety data UpToDate and submit reports to HSE as requested. Retain vehicle maintenance records and submit data as requested.</li><li>
Completion of assigned HSE trainings within the due date.</li><li>
Other responsibility</li></ul><ul><li>
Perform other duties as assigned in relevance to the role</li><li>
Respect of company&rsquo;s values, code of ethics and social charter.</li><li>
Respect of personal data protection charter.</li></ul>
About you
Education:<ul><li>
University Graduate with medical background.</li></ul>
Language skills:<ul><li>
High level of English proficiency and communication skill</li></ul>
Experience &amp; knowledge:<ul><li>
Proven track record in achieving sales results and account management.</li></ul><ul><li>
High level understanding of GTM operation and capability.</li><li>
Respect of personal data protection charter.</li></ul>
Capabilities in line with CFT (Customer Field Transformation) competency<ul><li>
Understanding of Advancing customer decision making process, Customer Performance Management, professional effectiveness &amp; how to differentiate Sanofi customer experience.</li><li>
Understanding and demonstrating value of products and services</li><li>
Orchestrating and executing customer Multi Channel Engagement strategy.</li><li>
Segmentation and Go-to-Market Strategy understanding.</li><li>
Utilising customer insights for planning and execution.</li><li>
Collecting customer insights</li><li>
Applying Digital Capabilities to Business Solutions.</li><li>
Facilitating and sustaining access to Sanofi products and services for planning and execution</li></ul>
Mindset &amp; attitude<ul><li>
Collaborative team player &amp; networker (entrepreneurial)</li><li>
thinking in the Squad while keeping the Squad dynamics in mind, seeks for Squad success rather than individual success</li><li>
Agile Mindset: Self-reflection, critical faculties, willingness to challenge the status-quo.</li><li>
Autonomous: Self-organized to develop new competency and capability for GTM transformation</li></ul>
Why choose us?<ul><li>
Help shape the future of care for chronic and complex conditions like diabetes and cardiovascular disease - and make a real impact at scale, with medicines that reach over 100 million people each year.</li><li>
Lead a high-impact portfolio with bold ambitions and significant upcoming launches.</li><li>
Drive meaningful change in a streamlined, AI-powered organization that values smart, modern ways of working.</li><li>
Expand your leadership impact through cross-functional collaboration and international career paths.</li></ul>
null</div>

Customer Experience Partner

<div>About Sanofi:
We&rsquo;re an R&amp;D-driven, AI-powered biopharma company committed to improving people&rsquo;s lives and delivering compelling growth. Our deep understanding of the immune system &ndash; and innovative pipeline &ndash; enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people&rsquo;s lives.
About the job
In this role, you'll serve as a trusted partner to healthcare providers, delivering clinical insights and therapeutic solutions that make a real difference in patient outcomes. You'll combine scientific knowledge with commercial acumen to achieve sales targets while maintaining the highest ethical standards.
Key Accountabilities
Manage great customer experience:<ul><li>
Ensure the understanding and execution of the relevant Customer Journey &amp;</li><li>
Support of key customers in the specialist /GP with the aim of increasing the prescription of Portfolio, to improve patient life&rsquo;s and needs,</li><li>
OCCP planning respecting customer persona individualization.</li><li>
Implementation and regular monitoring of the individual customer journey by leveraging the cross functional teamwork with HQ teams.</li><li>
Superpower: One CXP as digital, scientist, navigator, WoW &amp; Social Specialist per Area/Squad</li></ul>
Performance and Business Acumen<ul><li>
Self-responsible for individual target activities and sales performance.</li><li>
Hold the shared responsibility of Squad performance.</li><li>
Ensure the up-to-date market intelligence, account situation and competitive activities and rapid feedback to the HQ</li></ul>
Support and Promote company&rsquo;s products value and image:<ul><li>
Deliver/Customize the product message given from Customer support team and implement the product strategy. Effectively apply knowledge and skills into day-to-day professional activities.</li><li>
Differentiate value of SANOFI brands against competitors by understanding customer&rsquo;s medical diagnosis and utilizing digital tools as required by the company in a timely manner.</li><li>
Regularly conduct qualitative customer feedback, competitors&rsquo; activities, ongoing market trends and product&rsquo;s performance reports.</li><li>
Maintain good relationship with KOLs, DOLs to ensure their loyalty and their support to company&rsquo;s business.</li></ul>
Facilitate &amp; Sustain access of Sanofi Products<ul><li>
Expand SANOFI business with all lines &amp; functions.</li><li>
Anticipate future changes, risks &amp; opportunities affecting Sanofi&rsquo;s position &amp; communicate them across teams.</li><li>
Collaboration with GBUs &amp; functions e.g.: PHI/UHI/NHI/OSF to expand own business.</li><li>
Seek/expand new opportunity/new channels for the portfolio.</li></ul>
Team Player<ul><li>
Engage in the Squad performance and initiatives.</li><li>
Collaborative mindset to support the colleague CXPs improvement.</li><li>
Takes initiative &amp; leverages network, academics, digital or innovate ways outside his\her own area to create learning opportunities.</li><li>
Create networks outside of own team.</li></ul>
Health Safety and Environment Responsibilities<ul><li>
Comply with company procedures and current regulations on hygiene and safety.</li><li>
Safely use the work equipment, dangerous substances, and preparations as well as the supplied collective and personal protective equipment according to the instructions received.</li><li>
Promote and follow the HSE rules and &lsquo;Act responsibly&rsquo; to protect yourself and others from an injury and ill health conditions while at the work locations and/or while using road e.g., traffic rules, emergency evacuation procedure, medical surveillance, healthy lifestyle etc.</li><li>
Engage the HSE department in the related activities (where applicable) and be sure that the work performed follows the local HSE regulations, Corporate HSE Policy and key requirements.</li><li>
Follow the company&rsquo;s road safety program.</li><li>
Attend HSE training.</li><li>
Promptly report to your manager any dangerous conditions of which you become aware.</li><li>
Reporting any occupational injury/ preventable car accident within 24hrs to the direct Manager and HSE manager.</li><li>
Maintain vehicle safety data UpToDate and submit reports to HSE as requested.</li><li>
Retain vehicle maintenance records and submit data as requested.</li><li>
Completion of assigned HSE trainings within the due date.</li></ul>
Other responsibility<ul><li>
Perform other duties as assigned.</li><li>
Respect of company&rsquo;s values, code of ethics and social charter.</li><li>
Respect of personal data protection charter.</li></ul>
About you:
Education:<ul><li>
University Graduate with medical background.</li></ul>
Experience &amp; knowledge:<ul><li>
Minimum 2 Years Experience</li><li>
Proven track record in achieving sales results and account management.</li><li>
High level understanding of GTM operation and capability.</li><li>
Immunology Experience is a must.</li></ul>
Capabilities in line with CFT (Customer Field Transformation) competency<ul><li>
Understanding of Advancing customer decision making process, Customer Performance Management, professional effectiveness &amp; how to differentiate Sanofi customer experience.</li><li>
Understanding and demonstrating value of products and services</li><li>
Orchestrating and executing customer Multi Channel Engagement strategy.</li><li>
Segmentation and Go-to-Market Strategy understanding.</li><li>
Utilising customer insights for planning and execution.</li><li>
Collecting customer insights</li><li>
Applying Digital Capabilities to Business Solutions.</li><li>
Facilitating and sustaining access to Sanofi products and services for planning and execution</li></ul>
Mindset &amp; attitude<ul><li>
Collaborative team player &amp; networker (entrepreneurial)</li><li>
thinking in the Squad while keeping the Squad dynamics in mind, seeks for Squad success rather than individual success</li><li>
Agile Mindset: Self-reflection, critical faculties, willingness to challenge the status-quo.</li><li>
Autonomous: Self-organized to develop new competency and capability for GTM transformation.</li></ul>
null</div>

Customer Experience Partner (Medical Representative) (Delta)

Roche

<div>At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.<div>
The Position</div>
We are Roche
A healthier future. It&rsquo;s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come.
Creating a world where we all have more time with the people we love.
That&rsquo;s what makes us Roche.
Job Mission
As the Capability Building Partner for Roche Egypt, you will act as a strategic enabler and trusted learning advisor, partnering closely with cross-functional teams &mdash; including Customer Experience (Cx), Business Enablers, and Strategic Portfolio peers &mdash; to shape and deliver impactful capability-building initiatives.
You will design and implement development strategies that strengthen both people and business performance, ensuring that teams are future-ready to deliver meaningful outcomes for patients and customers.
Your influence may also extend beyond Egypt, supporting capability uplift across LMIC affiliates when required.
Your Impact
 Strategic Learning &amp; Development Planning:<ul><li>
Lead and co-create annual learning roadmaps across business, customer, and personal development areas.</li><li>
Translate business priorities and CX aspirations into learning strategies with measurable impact</li><li>
Partner with leaders to identify current and future skill gaps, ensuring continuous readiness for evolving business needs.</li></ul>
Business &amp; Customer Experience Partnership:<ul><li>
Serve as a trusted advisor to business and CX leaders on workforce capability and readiness.</li><li>
Integrate capability-building efforts into customer journey improvements and overall business performance goals.</li><li>
Influence teams to view learning as a strategic lever for growth and transformation.</li></ul>
Learning Program Design &amp; Execution:<ul><li>
Develop and deliver engaging, blended learning experiences (workshops, coaching, digital, and experiential learning).</li><li>
Continuously assess program effectiveness through data, insights, and feedback.</li><li>
Embed leadership development, self-awareness, and emotional intelligence principles where relevant.</li></ul>
Mentoring &amp; Role upliftment:<ul><li>
Serve as a capability mentor; ie: In-field or at the office, for the different Cx facing roles based on their roles&rsquo; mission &amp; purpose. &ldquo;PJPs, BVPs, DA Partners, HSPs..etc&rdquo;.</li><li>
Facilitate learning forums, peer learning circles or shadowing programs to foster best practice sharing.</li><li>
Help individuals connect their team outcomes &amp; individual goals to Roche&rsquo;s purpose &amp; the Cx centric experience &amp; continuously instilling the triple win concept.</li></ul>
Stakeholder Engagement &amp; Influence:<ul><li>
Build strong, trust-based relationships with senior leaders, P&amp;C function, relevant chapters &amp; Cx facing teams.</li><li>
Inspire commitment to capability building by showcasing its impact on employee engagement and customer loyalty.</li><li>
Advocate for a culture of continuous learning &amp; adaptability.</li></ul> 
Who You Are<ul><li>
You hold a bachelor&rsquo;s degree in Life Sciences, or Medical-related field. Your fluency for English is required; proficiency in Arabic or other languages is an advantage.</li><li>
You bring 7+ years of experience &amp; strong background in a customer facing senior role, with strong customer management abilities. Previous experience in capability development, workforce enablement is preferred.</li><li>
You are a strong communicator, &amp; mentor with exceptional facilitation skills; who will be able to engage diverse teams, fostering a culture of continuous learning.</li><li>
You master modern learning technologies, digital enablement platforms, and tools that enhance learning delivery and engagement.</li><li>
You have strong ability to build trusted partnerships, influence senior leaders &amp; peers without authority, so that you can build &amp; align cross-functional strategic capability roadmap.</li><li>
You have strong business acumen &amp; depth in the cx experience strategies; to strategically connect development initiatives to tangible business and patient outcomes.</li></ul><div>
Who we are</div>
A healthier future drives us to innovate. Together, more than 100&rsquo;000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact. 
Let&rsquo;s build a healthier future, together.
Roche is an Equal Opportunity Employer.</div>

Capability Building Partner

Tabby

<div><h3 class="jobSectionHeader">Description</h3><div> 
We are seeking a Partner Support Operations Manager to lead our contact center operations in Egypt. The role ensures smooth daily operations, achieves key performance metrics, and delivers exceptional partner experiences.</div><div>
You will manage a team of Team Leaders and agents, drive operational excellence, and work closely with the Head of Partner Support Operations to implement strategies that enhance performance, efficiency, and partner satisfaction.</div><div> 
</div> 
<h3 class="jobSectionHeader">Key Responsibilities</h3> 
<ul>
<li>
Lead and manage a team of Partner Support Team Leaders and agents, fostering a high-performance, results-driven culture. 
</li><li>Oversee daily operations across all communication channels (calls, emails, and live chat) to ensure service levels and KPIs are consistently met. 
</li><li>Monitor and analyze performance metrics, including productivity, full resolution time, and customer satisfaction (CSAT), and take proactive steps to improve results. 
</li><li>Collaborate cross-functionally with internal departments (Training, Quality, Product, and Technology) to ensure a seamless partner experience. 
</li><li>Develop and implement process improvements to enhance operational efficiency and partner satisfaction. 
</li><li>Drive coaching and development initiatives for Team Leaders and agents to ensure continuous skill growth and engagement. 
</li><li>Support workforce management activities, including scheduling, staffing, and resource planning, to meet partner demand and maintain optimal service levels. 
</li><li>Ensure compliance with internal policies, company standards, and local regulations. 
</li><li>Handle escalations and complex partner issues promptly and professionally, ensuring satisfactory resolution. 
</li><li>Leverage contact center technology and analytics tools (e.g., Tableau, Looker, Metabase) for data-driven decision-making and performance insights. 
</li><li>Stay current on industry trends and best practices, introducing innovative ideas to improve partner engagement and operational outcomes. 
</li><li>Report regularly to senior management on performance results, key insights, and improvement plans.</li></ul> 
<h3 class="jobSectionHeader">
Skills, Knowledge &amp; Expertise</h3> 
<ul>
<li>
Bachelor&rsquo;s degree in Business Administration, Operations Management, Customer Service, or a related field. 
</li><li>7&ndash;9 years of experience in contact center operations, including 3&ndash;5 years in a leadership role (Team Leader, Senior Team Leader, or (preferably) Operations Manager). 
</li><li>Strong understanding of customer service excellence, contact center performance management, and customer experience best practices. 
</li><li>Proven record of achieving KPI targets such as CSAT, productivity, and resolution time. 
</li><li>Excellent leadership, coaching, and people management skills with the ability to inspire and develop teams. 
</li><li>Proficient in English and Arabic (written and verbal). 
</li><li>Hands-on experience with CRM systems and data analytics platforms (Tableau, Looker, Metabase, or similar). 
</li><li>Strong analytical and problem-solving skills, with a partner-first approach. 
</li><li>Understanding of local regulations and cultural dynamics relevant to customer interactions in Egypt and the wider Middle East. 
</li><li>Adaptable and proactive, able to thrive in a fast-paced, evolving environment.</li></ul><div></div><h3 class="jobSectionHeader"> 
Job Benefits</h3> 
<ul>
<li>
Competitive salary and performance-based bonuses. 
</li><li>Comprehensive benefits package (medical, social insurance, etc.). 
</li><li>Professional development and training opportunities. 
</li><li>Clear career growth path toward senior operational or regional leadership roles. 
</li><li>Work in a collaborative, innovative, and multicultural environment.</li></ul> 
<h3 class="jobSectionHeader">
About Tabby</h3><div>
Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with money. 
 
The company&rsquo;s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores. 
 
Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region. 
 
Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.</div></div>

Partner Support Operations Manager II

Gameball

<div>
 This role is about shaping how Gameball shows up to the world. You&rsquo;ll develop and execute content strategies that strengthen our brand, support our partners, and engage our audiences throughout the entire customer journey. From thought leadership resources to partner events and podcast episodes, you&rsquo;ll own content end-to-end, serving as the voice of our brand across various customer touch points.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Content Strategy &amp; Execution: Plan, create, and manage engaging content across multiple formats (videos, social, articles, webinars, white papers, newsletter).
 </li>
 <li>
 Creative &amp; storytelling: Distill loyalty, gamification, and product stories into clear, engaging creative briefs that power high-performing campaigns
 </li>
 <li>
 Video &amp; Podcast: Create LinkedIn reels, videos, and existing podcasts, repurpose them into snackable content, and connect them to broader campaigns.
 </li>
 <li>
 Customer Marketing &amp; Storytelling: Conduct customer interviews, produce case studies, testimonial videos, and success story content
 </li>
 <li>
 Website Content Ownership: Collaborate on website content, and own resource center updates, and overall web content strategy
 </li>
 <li>
 Partner Marketing: Develop playbooks, templates, and campaigns that streamline and strengthen co-marketing with partners.
 </li>
 <li>
 Industry Expertise: Stay knowledgeable with loyalty/retention trends, produce industry reports, and establish Gameball's thought leadership position
 </li>
 <li>
 Events &amp; Activations: Create and repurpose content around webinars, panels, roundtables, and social events; participate in events to capture and produce content as needed.
 </li>
 <li>
 Content Calendar Management: Maintain a clear, organized content calendar that aligns with campaigns, product launches, and partner activities.
 </li>
 <li>
 Brand Perception: Ensure our messaging and tone consistently position Gameball as a trusted authority in loyalty and customer engagement.
 </li>
 <li>
 Resource Hub Development: Build and maintain evergreen content (e.g. research, best practices, comparisons) that drives lead conversion.
 </li>
 <li>
 Product Marketing &amp; Enablement Content: Collaborate with PMM on product newsletters, monthly update blogs, collateral, and release communication materials, including webinar hosting for major releases.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 4&ndash;5 years of experience in content creation, content marketing, or similar roles in B2B SaaS or tech.
 </li>
 <li>
 You&rsquo;re a LinkedIn content guru, or at least a power user who loves spending time learning how to master it.
 </li>
 <li>
 You love using AI and are familiar with new technologies that accelerate content creation.
 </li>
 <li>
 You love learning about all things loyalty, martech, and SaaS - We make sure our content creators really understand our product, customer and industry.
 </li>
 <li>
 You&rsquo;re an extrovert and enjoy being both in front of and behind the camera, with strong fluency in English communication.
 </li>
 <li>
 Strong writing, editing, and storytelling skills across formats.
 </li>
 <li>
 Project management tools (Notion, Trello, Clickup, Asana, or Monday, etc.)
 </li>
 <li>
 Experience with SEO-optimized content for organic traffic growth
 </li>
 <li>
 Experience conducting customer interviews and creating case studies
 </li>
 <li>
 Basic visual skills (Canva, CapCut video editing) for social and web content
 </li>
 <li>
 Experience in partner marketing or co-marketing campaigns is a plus.
 </li>
 <li>
 Experience with Content management systems
 </li>
 <li>
 Familiarity with HubSpot, content planning tools, and analytics.
 </li>
 <li>
 Ability to travel occasionally for events.
 </li>
 <li>
 Comfortable balancing creative direction with measurable business goals.
 </li>
 </ul>
</div>

Content Creator

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 changing the way people think about customer care, and we need your help!
 
We’re looking for a Team Lead 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 (French/English Bilingual), 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 (French/English Bilingual), 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>Must be fluent in French and English, written and oral</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 (French/English Bilingual)

Capgemini

<div>
 
 
 About Capgemini
 
 
 
 Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of &euro;22.1 billion.
 
 
 
 
 
 
 Job Description:
 
 
 
 As a Technical Support Engineer, you will resolve complex technical issues in a fast-paced, customer critical environment, working on improving processes, standards, and strategies to perfect our Support Services.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Resolve issues while working closely with multi-functional teams
 </li>
 <li>
 Provide with Senior Engineers and escalation points to engage Engineering resources and internal stakeholders.
 </li>
 <li>
 Determine priority levels while negotiating and setting expectations with customers
 </li>
 <li>
 Ensure the customer is communicated with in a timely manner and treated with the highest degree of respect
 </li>
 <li>
 Drive excellence through quality closures and proper escalation of issues
 </li>
 <li>
 Take ownership of customer success and satisfaction.
 </li>
 </ul>
 
 
 
 
 
 Qualifications:
 
 
 <ul>
 <li>
 A bachelor&rsquo;s degree in a relevant field.
 </li>
 <li>
 0 to 3 years of experience in a previous technical support role.
 </li>
 <li>
 Outstanding English communication, both verbal and non-verbal.
 </li>
 <li>
 Proficiency in an additional language (e.g., French, German) is an advantage.
 </li>
 <li>
 Certification as a Red Hat Certified System Administrator (RHCSA).
 </li>
 <li>
 First-rate interpersonal skills, phone etiquette and work ethic.
 </li>
 <li>
 Ability to work under pressure with calmness and composure.
 </li>
 <li>
 Strong problem-solving and trouble-shooting skills using operational and diagnostic procedures.
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Technical Support Engineer

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