HR Business Partner

Responsibilities:

  • Plan and design onboarding and induction programs to ensure that new hires experience a smooth onboarding to their roles and get a warm welcome. 
  • Develop and maintain HR policies and procedures as required; ensuring compliance with local & international regulations and standards. 
  • Partner with senior business managers to develop and implement Employee Relations and Engagement best practices and programs. 
  • Provide insights on market trends and opportunities to enhance employee experience. 
  • Handle employee complaints, managing grievance and disciplinary procedures; in addition to facilitating counseling in conjunction with other stakeholders. 
  • Investigate and resolve complex or critical employee relations issues in a timely and effective manner. 
  • Collate and analyze employee feedback across all levels on a regular basis and develop recommendations and strategies to generate more positive outcomes. 
  • Assist with the development and implementation of diversity, equity and inclusion programs 
  • Serve as the point of contact on fundamental HR issues and questions 
  • Maintain and execute employee reward and recognition programs 
  • Support in running the operational cycle of the annual performance management system to ensure that the process is adhered to all levels as per the HR policies and procedures. 
  • Show leadership and an attitude that will take the recruiting team to another level. 
  • Take initiative in implementing all facets of HR functions, including, but not limited to: HR Branding, Onboarding, Adaptation. 
  • Create and sustain an atmosphere of collaboration, personal growth and initiative. 
  • Report to the HR Director and provide decision support through HR metrics. 

Requirements:

  • Bachelor’s degree in business, human resources, or a related field, additional HR education and certification will be a plus. 
  • Minimum 8 years of HR experience, 3 years of which in a similar HR role; in a BPO industry. 
  • Demonstrable experience in developing and executing programs that measurably impact positive employee relations 
  • High proficiency in English  (oral and written). 
  • Proficient in MS Office; knowledge of SAP Success Factor is a plus. 
  • High sense of ownership, customer orientation and adaptive to change. 
  • Strong Business Acumen. 
  • Outstanding organizational and time-management abilities. 
  • Excellent communication and influencing skills; with the ability to build rapport at all levels 
  • Ability to think “out-of-the-box” with proven business cases. 
  • Strategic mindset. 
  • Proactiveness and responsibility. 
  • Strong problem-solving skills. 

Compensation:

very competitive package.

Talent Acquisition Manager

Responsibilities:

  • Lead and monitor the full life cycle of the talent acquisition process for a wide range of positions. (Using SAP Success Factors).
  • Forecast hiring needs based on business growth plans and develop the annual manpower plan.
  • Prepare and maintain the recruitment annual budget.
  • Develop innovative sourcing strategies and techniques to achieve qualitative staffing and satisfy company’s hiring appetite.
  • Create and support advertising campaigns, including, but not limited to online job-boards, social media, job fairs, university collaboration.
  • Participate in and host recruitment events to drive awareness of our company.
  • Develop a network of potential future hires (e.g., past applicants and referred candidates).
  • Oversee and improve all stages of candidate experience (including application, interviews and communication).
  • Measure key recruitment metrics, such as, hiring source and SLAs, etc.
  • Manage our external partnerships with the HR software vendors (TestGorilla, etc.)
  • Establish partnerships with hiring managers and provide full guidance to follow best practices in all stages of the talent acquisition life cycle.
  • Partner with business managers to create job descriptions for various positions and develop job designs accordingly to ensure fulfilling the organization’s objectives and employees’ satisfaction.
  • Show leadership and an attitude that will take the recruiting team to another level.
  • Take initiative in implementing all facets of HR functions, including, but not limited to: HR Branding, Onboarding, Adaptation.
  • Create and sustain an atmosphere of collaboration, personal growth and initiative.
  • Report to the HR Director and provide decision support through HR metrics.

Requirements:

  • Bachelor’s degree in Business Administration, Human Resources, or related field required.
  • Minimum 8 years of HR experience, 3 years of which in a similar HR role; preferable in a BPO industry
  • Fluent English (oral and written).
  • Proficient with Microsoft Office Suite.
  • Strong Communication Skills (both verbal and written) and presentation skills.
  • Excellent organizational and planning skills.
  • Business Acumen driven.
  • Strong Leadership Skills.
  • Strong Analytical Skills.
  • Strong Problem-Solving skills.
  • Ability to think “out-of-the-box” with proven business cases.
  • Strategic mindset.
  • Pro activeness and responsibility.
  • Self-motivation.

Compensation:

very competitive package.

Personnel and Payroll Manager

Responsibilities:

  • Responsible for all Personnel activities and dealing with government authorities.
  • Develop and maintain Personnel policy and procedure; in addition to introducing continuous improvement to the Personnel workflow process.
  • Manage all new hires related procedures and documents completion; e.g issuing employment contracts, processing social insurance forms and labor letters, opening bank accounts and issuing ID cards.
  • Create and maintain employee personnel files in adherence to the labor office requirements.
  • Ensure employee information and changes in employment status is up to date in the HR internal system (SAP Success Factor).
  • Administer all contract renewals and termination procedures.
  • Ensure the documentation of all related actions such as penalties, deductions, transfers, promotions…. etc.
  • Administer benefit programs such as health insurance program, social insurance and other benefits.
  • Control the vacation system and track the vacation balance of all employees; take necessary actions accordingly
  • Maintain records and compile statistical reports concerning personnel-related data such as hires, transfers, attrition, absenteeism rates …. etc.
  • Stay up-to-date and comply with changes in labor legislation and social insurance.
  • Respond to employees’ requests; including issuing documents/letters such as HR letter, experience letter …. etc.
  • Ensures accurate and timely processing of payroll monthly updates and transactions; . including new hires, terminations, deductions, allowances…etc.
  • Show leadership and an attitude that will take the Personnel team to another level.
  • Create and sustain an atmosphere of collaboration, personal growth and initiative.
  • Report to the HR Director and provide decision support through HR metrics.
  • Performs other duties as assigned.

Requirements:

  • Bachelor’s degree in Accounting, Business Administration, Human Resources, or related field required.
  • Minimum 8 years of HR experience, 3 years of which in a similar HR role; preferable in a BPO industry.
  • Proficiency in English and Arabic (oral and written).
  • Proficient in MS Office; knowledge of SAP Success Factor is a plus.
  • Solid understanding of labor laws and disciplinary procedures.
  • Strong knowledge of tax, wage laws and payroll procedure.
  • High sense of ownership and customer orientation.
  • Outstanding organizational and time-management abilities
  • Good communication and interpersonal skills
  • Strong attention to detail and problem-solving skills.

Compensation:

very competitive package.

Quality Assurance Specialist

Responsibilities:

  • Assist in optimizing business/agents’ productivity and performance through QA initiatives and programs.
  • Streamline QA processes and workflow which includes calls screening and workflow Audit of Agents.
  • Organize and conduct one to one coaching sessions with agents to increase performance and promote a work-friendly atmosphere.
  • Achieve operational efficiency through the utilization of QA resources to boost business potential/revenue.
  • Ensure sustainability/business continuity through proactive measures in loss prevention and productivity/performance/attendance control.
  • Partner and coordinate with supervisors and Operation Manager to ensure alignment for any major decisions and actions in specific cases.
  • Communicate and  report changes in the operations and business targets.
  • Translate AR calls to EN as per the global office request.
  • Prepare QA reports.
  • Provide feedback to agents about any quality issues noticed.
  • Perform other tasks as assigned.

Requirements:

  • 1-3 years in a BPO/Customer service position.
  • Fluent English.
  • Must possess effective verbal and written communication skills
  • Good presentation and interpersonal skills.
  • Excellent organizational and planning skills.
  • Strong attention to detail, superior listening skills.

Compensation:

very competitive package.

Trainer (BPO Industry)

Responsibilities:

  • Conduct training sessions for new recruits by delivering the training content as per company’s standards.
  • Conduct soft skills training sessions for new recruits during their on boarding program by delivering the training content as per company’s standards.
  • Conduct skills gap analyses as per the request of internal stakeholders (Quality Assurance, Operations etc) to identify the area of improvement and providing coaching plan to employees.
  • Coach call center agents on GDS system.
  • Organize and conduct ongoing / advanced training sessions for existing employees as part of their coaching plan.
  • Create training material in the form of digital media (e.g. presentations, training videos, Tests, case studies etc.
  • Take part in the recruitment and training process as per the request of internal stakeholders.
  • Work closely with Support Senior Manager to streamline the workflow of training and development of the department.
  • Work closely with Support Senior Manager to create trainings and development programs for supervisors and team leaders.

Requirements:

  • Fluent English Speaker.
  • Experience in Sales/Customer Service BPO is preferable.
  • Experience with GDS is a plus.
  • Excellent Organizational skills.
  • Solid communication and presentation abilities.
  • Additional certification in training is a plus.

Compensation:

very competitive package.

Employer Branding & Communications Senior Specialist

Responsibilities:

  • Support in turning Dyninno Egypt to a definitive Employer of Choice by creating and effectively communicating a market-leading EVP.
  • To build the Employer brand of Dyninno on the local market
  • Taking over all Company’s pages on Soc Med in order to create a compelling HR and PR brand, by posting creative content on a regular basis along with targeted ads.
  • Planning, designing, and organizing in-house and outside events for the engagement and retention of existing and potential employees, such as, but not limited to: corporate events, monthly engaging promos and events, job fairs, and sports-themed events participation.
  • Monitoring, analyzing, and communicating Employer branding and employee engagement results on a quarterly basis.
  • Ensure the implementation of the company values on the floor.
  • Preparing the text materials (social media, press release, emails, newsletter, internal communication announcements banners…etc.) in English.
  • Evaluating opportunities for partnerships, sponsorships, and advertising on an on-going basis.
  • Building relationships with local leaders to grow industry and labor market awareness.
  • Negotiate events prices with the vendors, hotels …etc.
  • Taking care about internal branding of Dyninno

Requirements:

  • Mastery of all global and country specific Soc Med platforms and communication channels.
  • Native/fluent English.
  • 2-3 years of experience
  • Employer branding experience
  • Confident communication (both verbal and written) and presentation skills.
  • Excellent organizational and planning skills.
  • Ability to think “out-of-the-box” with proven business cases.
  • Creative thinking
  • Planning and organizing.
  • Pro activeness and responsibility.
  • Self-motivation.

Compensation:

very competitive package.

Customer Service Agent-Fluent English Speakers

Responsibilities:

  • Maintaining a positive and professional attitude toward customers at all times.
  • Responding promptly to customer inquiries and according to company’s rules and regulations.
  • Handling customer requests through different channels and tools.
  • Acknowledging and resolving customer complaints.
  • Using the provided to keep records of the customer’s interactions and communications.
  • Communicating and coordinating with different departments efficiently as necessary.
  • Providing feedback on the efficiency of the customer service process.
  • Solve the customer’s problems in the most efficient and professional way, keeping into consideration saving the company from losses/payouts, including the needed follow-ups and interactions with another departments.
  • Ensure that the actions taken are being taken according to airlines rules/procedures as well as agency’s policies.
  • Ensure maximum revenue generation for the company from each transaction.
  • Ensure customer satisfaction and provide professional customer support.
  • Comply with the requirements of the department, including presence on the floor, breaks, dress codes, compliance rules.
  • Participate in the shift’s rotation, per the scheme provided by the manager.
  • Regularly follow-up on the cases he/she has taken, and provide the client with all the information along the way.
  • Communicate with the airlines/suppliers to get the needed waivers if applicable.
  • Action cases assigned by the Team Leader / Supervisor / Manager.

Requirements:

  • Bachelor degree, general education degree, or equivalent. (Must)
  • Ability to manage stressed or desperate customers or upset. (preferable)
  • Professional computer users or have an acceptable typing speed. (Must)
  • Experience working as customer support in travel industry. (preferable)
  • Fluent English speaker is a must.
  • GDS experience is preferable, (Amadeus, Galileo).
  • Shift flexibility. (preferable)
  • Good team-player. (preferable)
  • Receptive to feedback. (preferable)

Compensation:

7K Net Salary + KPIs

Customer Service Team Leader

Responsibilities:

  • Define tasks and set deadlines.
  • Manage day-to-day operations to ensure that everything is running in place.
  • Set KPIs and targets for teams.
  • Provide feedback and support to the Customer Care team to ensure that all issues are resolved within the agreed service levels.
  • Investigate and resolve customer complaints and queries – particularly the escalated ones.
  • Act as a subject matter expert for his team, support, deliver information, clarify concerns, etc.
  • Analyze and report training team needs.
  • Monitor team performance and report on metrics.
  • Deliver the weekly coaching for his/her team members.
  • Provide Direct Customer Support through various channels.
  • Listen to team members’ feedback and resolve any issues or conflicts.
  • Identify high performers and reward accomplishments.

Requirements:

  • Bachelor degree in Tourism or any related field.
  • Fluent English Speaker.
  • Proven work experience 4-6 years, including minimum of 2 years team leader or supervisor.
  • Experience in the travel industry is a plus.
  • Good PC skills, especially MS Excel, PowerPoint, Word.
  • Excellent communication Skills.
  • Leadership skills.
  • Organizational and time-management skills
  • Decision-making skills.
  • GDS experience is a plus.
  • Awareness of voice and non-voice KPIs is a plus.

Compensation:

Very competitive package.

Executive Search Recruiter

Responsibilities:

  • Searching passive and active candidates by using LinkedIn, job sites, networking, professional and social networks
  • Screening candidates, interviewing, and evaluating candidates.
  • Managing relations with candidates
  • Coordinating meetings and scheduling calls via Zoom, MS Teams, by phone
  • Reference checking.
  • Developing and updating job descriptions and job specifications.
  • Accurately keeping all the information/records regarding the recruitment process.
  • Follow-up candidates until the hiring process.
  • Newcomers’ onboarding support during their probation period and adaptation process.

Requirements:

  • Working in an Executive search company for at least 3 years
  • Fluent English
  • Experience with closing C-level to mid-Level positions.

Compensation:

Very competitive package.

GDS Expert

Responsibilities:

  • Process agents’ flights requests in a timely manner.
  • Assist operations department in GDS and reservations.
  • Provide agents with extra information related to any request.
  • Maintain a stable GDS knowledge in the team.
  • Monitor the sales made by the team and verify them on Price Drops.
  • Request feedback on processed requests and to report to the Advisor (if needed to take actions).
  • Process the requests according to the provided workflow guidelines and standards of processing assigned leads.
  • Attending ad hoc meetings/trainings scheduled in advance.
  • Keep up with the latest products/practices and any relevant information applicable for each office.

Requirements:

  • Understanding of Sales process, airlines policies, GDS “Preferable Sabre, Apollo, Galileo” regulations, fare rules and restrictions.
  • Team work
  • Learning Orientation
  • Decision-making skills.
  • Stress resilience.
  • 0-2 year of experience.
  • Customer Orientation.

Compensation:

very competitive package.