Xceed Contact Center

 Develop and manage the information security program, including policies, standards and guidelines.  Develop and manage the information classification process.  Initiate, facilitate, and promote activities to foster information security awareness program in coordination with the training department via/using training sessions and all available communication ways.  Advise managers and technical personnel regarding the implementation of the specific programs within their areas.  Acting as an information security advisor to all the technical personnel.  Perform compliance activities to ensure the successful implementation of the program.  Serve as a member of the technical advisory committee to evaluate new technology resources for program compliance  Act as liaison with Human Resources regarding personnel issues related to information security  Work with internal and external auditors and consultants on information security- related audits, risks, and mitigation efforts. “either him or the administrator”  Making use of all available resources and tools to continuously manage the risks for devices connected to the firm’s networks.  Identify and review security breaches and vulnerability issues regularly.  Follow up on the review of all system-related information security plans throughout the organization’s network, and act as a liaison to the information security department.  Review and ensure the completeness of business continuity policies and procedures in addition to internal and external audits.  Suggest fine-tuning and improvements of the platform and architecture.  Checking the success of daily operations on servers. And resolving of daily  Audit IBM Q-Radar SIEM

Employment Type
Unspecified
Job Role / Function
Information Technology
Career Level
Mid Career / Senior
  • 3
  • 134
Xceed Contact Center

 Handle all customers inquires and solve product or service problems by clarifying the customer&complaint.  Keep records of customer interactions or transactions, recording details of inquiries, complaints,or comments, as well as actions are taken.  Refer unresolved customer grievances to designated departments for further investigation. Respond promptly to customer inquiries Handle and resolve customer complaints

Employment Type
Unspecified
Job Role / Function
Customer Service
Career Level
Entry Level
  • 8
  • 235
Xceed Contact Center

 Support the management with all necessary information, planning models and scenarios to facilitate the decision-making process.  Analyze the historical data to forecast and create staffing scenarios for inbound and outbound business functions.  Workforce planning and scheduling for all operational accounts, from long term plans to the minutes intraday level.  Ensure accurate planning and adequate staffing for operational accounts regarding all resourcing issues.  Track, maintain, and document attendance, leaves and absenteeism of Xceed CSRs.  Update HR and finance with attendance, absenteeism, and overtime.  Control leaves balance and reserve annual leaves for Xceed CSRs.  Maintain Operation headcount and headcount related issues.  Report absenteeism and attrition figures of Operation to the concerned parties.

Employment Type
Unspecified
Job Role / Function
Others
Career Level
Mid Career / Senior
  • 2
  • 117
Xceed Contact Center

System Administrator- Cairo / Maadi (Full Time)  Installing, configuring and managing windows server  Creating and troubleshooting published websites hosted on IIS servers  Managing domain users’ accounts by adding/deleting/modifying accounts  Provide support for end users through incident system or the daily mails and troubleshoot issues to provide Tier III/other support per request from various constituencies  Managing Microsoft infrastructure services (Active Directory, Exchange, DNS, DHCP, Print Server, SharePoint, Hyper-V, WSUS, TMG and System Center Suite)  SharePoint administration and site collections management  Install new/rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements  Implementations of fault tolerance and disaster plans for the managed services to repair and recover from hardware or software failures  Knowledge in Symantec products (AV Endpoint, DLP, PGP and Bluecoat) management servers  Configure / add new services if needed and apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities  Administrating Office 365 and managing hybrid environment  Daily follow up on the system activities, verifying the integrity and availability of all hardware, server resources, systems, reviewing system and application logs, and verifying completion of scheduled jobs  Contribute to and maintain system standards and engineering of SA-related solutions for various project and operational needs  Research and recommend innovative, and where possible automated approaches for system administration tasks.  Reviewing security alerts to identify any possible intrusions

Employment Type
Unspecified
Job Role / Function
Information Technology
Career Level
Mid Career / Senior
  • 2
  • 109
Xceed Contact Center

IT Help Desk Specialist - Cairo / Maadi (Full Time)  Respond to technical requests assistance in person, via phone or service desk application.  Diagnose and resolve technical hardware and software issues  Provide helpdesk support and resolve problems to the end users maintaining their satisfaction.  Research questions using available information resources (service desk knowledge base).  Advise user with appropriate action through troubleshooting steps.  Follow help desk procedures.  Log all help desk activates & incidents.  Redirect problems to appropriate team.  Identify and escalate situations requiring urgent attention.  Provide support physically in site whenever possible.

Employment Type
Unspecified
Job Role / Function
Information Technology
Career Level
Entry Level
  • 9
  • 152
Xceed Contact Center

Projects’ Engineer - Cairo / Maadi (Full Time)  Interface with customer (internal or external) and team to clearly define overall objectives, scope, project deliverable and milestones, and key risk areas.  Initiate and deliver projects to fulfill customers’ requirements  Review project proposal or plan to determine time frame, procedures for accomplishing project, staffing requirements, and allocation of available resources to various phases of project  Maintain a constant communication channel with the client to review project updates  Ensure that project plans are updated and signed off as needed.  Obtain sign-off from clients on project plans and periodically review project updates to ensure agreement between customer and Xceed.  Assign duties and responsibilities to project staff based on the work plan, and follows up the accurate implementation.  Establishes work plan for each phase of project, and arranges for recruitment or assignment of project personnel.  Organize and follow-up the activities and work of the project team to ensure that project activities are carried out and implemented in line with the agreed project plan.  Coordinate with the concerned departments to allocate project team members  Ensure projects achieves its intended outcomes through scope, time, quality, resource, and cost management  Ensure project deliverables adhere to quality standards.  Implement and execute project plans using appropriate resources ensuring that project objectives are achieved as laid out in the project plan and within the set quality standards.  Generate projects status reports.  Coordinate and act as the focal point with other functional areas as required by project.  Establish project communication plan across all involved functions and stakeholders and follow-up with them to ensure the achievement of project objectives.  Administer appropriate handover procedures to Operation Manager when the project reaches the stability phase ensuring the smooth transition from project to live phase.

Employment Type
Unspecified
Job Role / Function
Engineering
Career Level
Mid Career / Senior
  • 4
  • 137
Xceed Contact Center

 Maintains payroll information by collecting, calculating, and entering data.  Updates payroll records by entering changes in exemptions, insurance coverage and other benefits for employees.  Compile employee time, production, and payroll data from time sheets and other records.  Prepares reports by compiling summaries of earnings, taxes, deductions, leave, and other payroll effects.  Respond to client inquiries in a timely and professional manner.  Provides payroll information by answering questions and requests.  Maintains payroll operations by following policies and procedures; reporting needed changes.  Preparing ad hoc financial and operational reporting as needed.  Maintaining client records, ensuring active payroll hold the most up-to-date information  Escalation of client, internal & partner issues via a corrective action request.  Maintain employee details database for new and existing staff  Assist the payroll team in a variety of administrative and project-oriented tasks.  Serve as back-up for payroll processing; check payroll reports and payroll related entries as required.

Employment Type
Unspecified
Job Role / Function
Human Resources/Personnel
Career Level
Entry Level
  • 5
  • 137
Xceed Contact Center

•Prepare and process paperwork for new hires, and ensures the completion of all required new hire documentation.

Employment Type
Unspecified
Job Role / Function
Human Resources/Personnel
Career Level
Entry Level
  • 9
  • 148
Xceed Contact Center

 Responsible for the configuration and implementation of new requests  Troubleshoot and resolve PBX problems escalated from CCC  Analyze and ensure the reliability of the communications systems on the regular basis to provide highest level of performance, ability, and security  Monitor Xceed infrastructure  Track and analyze fault histories in the long term resolution of intermittent problems  Handles and follow-up on cases opened with equipment suppliers  Receive inquiries from different teams regarding current or planned projects and takes appropriates action to resolve problems or plan for upgrades, On-call in case of emergency.

Employment Type
Unspecified
Job Role / Function
Engineering
Career Level
Entry Level
  • 3
  • 123
Xceed Contact Center

 Develop the company’s annual training and development plan  Participate in the process of assessing training and development needs for company employees  Design and deliver in-house training programs  Apply the company’s criteria to the selection of all internal/external training providers  Ensure adherence to the training design/delivery/management process in terms of quality and timelines  Evaluate and asses the quality of training delivered by all internal/external training providers and make recommendation regarding their retention  Ensure all training & development related documentation such as training materials, trainer CVs, performance planning/appraisal documents, employee development plans are in order and the relevant data is inserted into the HRMS  Directly supervise the performance planning/appraisal process ensuring all departments are following the process  Provide training and coaching for Appraisers on the performance planning/appraisal process  Supervise and participate in the process of preparing/updating company new/current job descriptions  Participate in the process of preparing the Training & Development Function budget on an annual basis and ensure the alignment of all training & development related expenses versus the forecasted  Analyse and develop recommendations for process enhancements ensuring optimum delivery of training and development programs to the company  Plan, schedule, direct and manage the work of the Training & Development team and ensure the transfer of knowledge and experience among them

Employment Type
Unspecified
Job Role / Function
Administration & Support
Career Level
Mid Career / Senior
  • 4
  • 110
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