Role Description:
You will lead the onboarding process for multiple projects across our BPO operations, ensuring new clients are effectively integrated and ready to deliver high customer service standards. The role requires strong coordination, stakeholder management, and process improvement skills.
Responsibilities
- Manage the onboarding pipeline from offer acceptance to Day 30/60/90 follow-ups.
- Work with Recruitment to forecast onboarding needs and hiring classes.
- Oversee orientation delivery, including HR sessions, policies, security training, and client-specific requirements.
- Coordinate equipment provisioning, account setup, and workspace preparation.
- Track onboarding KPIs (attendance, completion rates, readiness scores).
- Conduct feedback surveys and implement continuous improvement actions.
- Train junior onboarding team members and support HR operations tasks.
- Ensure compliance with Jordanian labor regulations and company policies.
Requirements
- 3–5 years of experience in Onboarding or HR Operations, preferably in BPO/Call Center environments.
- Strong understanding of customer service workflows and training pipelines.
- Excellent stakeholder management across HR, IT, Training, and Operations.
- Strong problem-solving and decision-making abilities.
- Fluent in English and Arabic.
