وظائف MRSOOL Inc

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p><strong>About Us</strong></p><br><p>Tamara is the leading fintech platform to shop, pay, and bank in Saudi Arabia and the wider GCC region, and Saudi’s first fintech unicorn. Tamara’s mission is to empower people in their daily lives and revolutionize how they shop, pay, and bank. Tamara serves millions of users in KSA, UAE, and Kuwait, and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA, eXtra, and Farfetch, as well as thousands of SMEs. Tamara is backed by Sanabil Investments, SNB Capital, and Checkout.com, amongst others.</p><br><p><strong>About the Role</strong></p><br><p>&amp;nbsp;</p><br><p>The Customer Care Trainer is responsible for delivering training programs that equip Customer and Partner Care teams with the knowledge, skills, and confidence required to provide excellent service.</p><br><p>This role plays a key part in onboarding new hires, reinforcing operational knowledge, and supporting continuous learning across the Care organization. The trainer works closely with the Training Design team and Operations to ensure training delivery is effective, engaging, and aligned with operational needs.</p><br><p>&amp;nbsp;</p><br><p><strong>Responsibilities</strong></p><br><strong>Training Delivery</strong><ul><li>Deliver instructor-led training sessions for new hires and existing Customer Care teams.</li><li>Facilitate training on product knowledge, systems, workflows, customer/partner service skills, communication techniques, company policies, and new company launches for products/features.</li><li>Ensure sessions are engaging, interactive, and aligned with learning objectives.</li></ul><strong>Onboarding Support</strong><ul><li>Facilitate onboarding training for new Care representatives, ensuring they are equipped with the knowledge and operational understanding required to begin handling customer interactions.</li><li>Support the transition from training to the operational environment by reinforcing key processes and expectations.</li></ul><strong>Learning Reinforcement</strong><ul><li>Conduct refresher sessions and targeted training to address knowledge gaps or operational updates.</li><li>Reinforce key concepts through coaching, practical exercises, and scenario-based learning.</li></ul><strong>Training Effectiveness</strong><ul><li>Gather feedback from participants and stakeholders to evaluate training effectiveness.</li><li>Share observations and improvement opportunities with the Training Design team to enhance future training programs.</li></ul><strong>Training Content Maintenance</strong><ul><li>Ensure training materials from the Training Design team are used consistently and stay up to date during delivery.</li><li>Flag outdated or unclear materials to the Training Design team for review and updates.</li></ul><strong>Collaboration with Operations</strong><ul><li>Work closely with Operations leaders and SMEs to stay aligned with process updates, product changes, and operational priorities.</li><li>Ensure training delivery reflects current operational practices.</li></ul><strong>Quality &amp;amp; Coaching Support</strong><ul><li>Observe customer interactions where relevant to identify learning opportunities.</li><li>Provide feedback and reinforcement to support applying training in the live environment.</li></ul><strong>Continuous Learning</strong><ul><li>Stay informed about product updates, process changes, and service standards to ensure accurate training delivery.</li><li>Continuously improve facilitation techniques to enhance learner engagement and knowledge retention.</li></ul><p>&amp;nbsp;</p><br><p><strong>Your expertise</strong></p><br><p>.</p><br><ul><li><strong>Experience: </strong>2–3 years of experience in a full-time training role within customer support, partner support, customer service, or a related environment.<strong> TOT certification</strong> is a strong plus.</li><li><strong>Training and Development Skills:</strong> Strong training and development skills are essential. This includes the ability to deliver and implement effective training programs, assess training needs, and evaluate training effectiveness.&amp;nbsp;</li><li><strong>Communication Skills:</strong> Excellent communication skills, both verbal and written, are critical for a trainer. They must be able to effectively convey information and instructions to trainees, as well as communicate with colleagues and stakeholders.</li><li><strong>Customer/ Partner Care Skills:</strong> A deep understanding of customer service principles and best practices is essential. Care trainers should be able to coach trainees on how to handle various interactions, resolve issues efficiently, and maintain a positive customer/partner experience.</li><li><strong>Organizational Skills:</strong> Strong organizational skills are necessary to manage training schedules, materials, and resources effectively. Care trainers often juggle multiple tasks and responsibilities, so the ability to prioritize and manage time efficiently is crucial.</li><li><strong>Adaptability:</strong> The ability to adapt to changing priorities, technologies, and business processes is important in a fast-paced Care environment. Care trainers should be flexible and able to quickly adjust training programs as needed.</li></ul> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p><strong>About us</strong></p><br><p>Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in the region and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA and Amazon, as well as small and medium businesses.</p><br><p>Tamara is Saudi Arabia’s first fintech unicorn and is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, Checkout.com, amongst others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.</p><br><p><strong>About the role</strong></p><br><p>We are looking for a skilled and proactive Real-Time Analyst (RTA) to join our Workforce Management team. In this role, you will be responsible for monitoring real-time performance across all service channels (Phone, Chat, and Email) and ensuring optimal schedule adherence to meet service level agreements (SLAs). Your insights and quick decision-making will play a vital role in maintaining smooth daily operations and delivering excellent customer experience. <strong>This role will be based on-site in our Cairo office.</strong></p><br><p><strong>Your Responsibilities</strong></p><br><ul><li>Monitor real-time performance and queue health across all channels (voice, chat, and email).</li><li>Identify and escalate service level risks and any deviations from forecast in a timely manner.</li><li>Perform intraday adjustments (e.g., breaks, skilling, rescheduling) to optimize resource usage.</li><li>Communicate effectively with team leaders and operations regarding any updates, alerts, or risks.</li><li>Generate and share hourly, intraday, and daily performance reports with key stakeholders.</li><li>Track and report on schedule adherence, attendance, shrinkage, and related KPIs.</li><li>Support incident and outage management, ensuring appropriate routing and resource allocation</li><li>Utilize WFM tools and platforms (e.g., Calabrio, NICE, Verint, or similar) to execute real-time actions.</li><li>Collaborate closely with WFM Planners and Operations to ensure alignment on intraday execution.</li><li>Provide recommendations for continuous process improvement in real-time management.</li></ul><p><strong>Your Expertise</strong></p><br><ul><li>Minimum 1 year of experience in a Real-Time Analyst or similar WFM position.</li><li>Strong knowledge of call center metrics: AHT, ASA, SL, Occupancy, Adherence, etc.</li><li>Excellent analytical, communication, and multitasking skills.</li><li>Proficient in Excel / Google Sheets; experience with reporting or BI tools is a plus.</li><li>Ability to work under pressure and make fast, data-driven decisions in dynamic environments.</li></ul><p><strong>Preferred Skills:</strong></p><br><ul><li>Experience managing real-time operations in an&amp;nbsp;omnichannel support environment.</li><li>Familiarity with&amp;nbsp;international teams and multiple time zones.</li><li>Ability to drive performance improvements and deliver results in a high-pressure setting.</li><li>Strong stakeholder management and collaboration skills.</li></ul> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p><strong>About Us</strong><br>Tamara is the leading fintech platform to shop, pay and bank in Saudi Arabia and the wider GCC region, and Saudi’s first fintech unicorn. Tamara’s mission is to empower people in their daily lives and revolutionize how they shop, pay, and bank. Tamara serves millions of users in KSA, UAE, and Kuwait, and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA, eXtra, and Farfetch as well as thousands of SMEs. Tamara is backed by Sanabil Investments, SNB Capital, Checkout.com, amongst others.<br><strong>About the Role</strong><br>We are looking for a People Business Partner to act as a trusted advisor to managers and team leads on all people-related matters. This position sits at the intersection of business strategy and people strategy. You will partner with Managers to understand their team dynamics, talent gaps, and organizational challenges, and translate those into practical HR solutions that drive performance and engagement.<br>This is an ideal role for a junior-to-mid-level HR professional who has built a solid generalist foundation and is ready to step into a more business-facing capacity. You will work closely with the broader People team, including People Operations and Employee Relations, but your primary focus will be on coaching, supporting talent and performance cycles, enabling organizational effectiveness, and ensuring that people initiatives are aligned with business objectives. A working knowledge of Saudi labor law is expected.<br><strong>Responsibilities</strong><br>•&amp;nbsp;&amp;nbsp;&amp;nbsp;&amp;nbsp; Act as the dedicated People Business Partner for Care &amp;amp; Business Support, building strong relationships with managers and serving as their go-to advisor on people matters such as team structure, talent needs, and workforce planning.<br>•&amp;nbsp;&amp;nbsp; Coach and guide Team leads and managers on day-to-day people leadership topics including performance conversations, team development, role design, and managing underperformance, empowering them to lead their teams more effectively.<br>•&amp;nbsp;&amp;nbsp; Drive the end-to-end performance management cycle.<br>•&amp;nbsp;&amp;nbsp; Lead or support organizational change initiatives such as team restructures, role realignments, and headcount planning in collaboration with business leaders and the Head of People.<br>•&amp;nbsp;&amp;nbsp; Analyze people data and trends (e.g., turnover, engagement scores, headcount metrics) to provide actionable insights and recommendations to leadership.<br>•&amp;nbsp;&amp;nbsp; Collaborate with the Talent Acquisition team on workforce planning, ensuring role requirements are clearly defined and hiring decisions support the unit’s strategic direction.<br>•&amp;nbsp;&amp;nbsp; Coordinate with People Operations on the smooth execution of employee lifecycle processes (onboarding, transfers, promotions, offboarding) to ensure a seamless employee experience.<br>•&amp;nbsp;&amp;nbsp; Partner with the Employee Relations team by flagging and escalating complex ER cases, while independently handling routine manager-level advisory matters that do not require formal investigation.<br>•&amp;nbsp;&amp;nbsp; Support the design and rollout of people programs and initiatives such as engagement surveys, recognition frameworks, and learning and development activities.<br>•&amp;nbsp;&amp;nbsp; Ensure that people practices across Care remain compliant with Saudi Labor Law, MHRSD regulations, and internal policies, escalating legal or regulatory complexities to senior HR leadership or the ER team as appropriate.<br><strong>Your expertise</strong><br>•&amp;nbsp;&amp;nbsp; Bachelor’s degree in Human Resources, Business Administration, Organizational Psychology, or a related field.<br>•&amp;nbsp;&amp;nbsp; Minimum of 3 years of progressive experience in an HR generalist or HRBP role, with demonstrable experience partnering with business managers.<br><strong>Knowledge &amp;amp; Skills</strong><br>•&amp;nbsp;&amp;nbsp; Strong foundational knowledge of Egypt Labor Law, social insurance regulations,...etc.<br>•&amp;nbsp;&amp;nbsp; Excellent written and verbal communication skills in both Arabic and English.<br>•&amp;nbsp;&amp;nbsp; Strong attention to detail with the ability to handle sensitive and confidential information with discretion.<br>•&amp;nbsp;&amp;nbsp; Good interpersonal skills and the ability to build trust with employees at all levels.<br>•&amp;nbsp;&amp;nbsp; Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint); familiarity with HRIS systems is an advantage.<br>•&amp;nbsp;&amp;nbsp; Strong organizational and time-management skills with the ability to manage multiple tasks simultaneously.</p><br> </div>