Call Center Manager (HRO)

GRADE: 12 

BAND: Line Managers 


LINE OF BUSINESS: Raya Customer Experience 


 Defines and develops operating approaches to ensure call center standards and requirements are met. 

 Manages operations through performance metrics management tools that identify deviation from target and ensure that corrective action is taken based on the RCA approach 

 Ensures that RCC end user privacy policy is properly and consistently implemented. 

 Provides Leadership to a large and diverse staff and ensures that everyone works towards unified vision. 

 Ensures that department budget goals are met and maintained through: - Proper control of equipment and personnel costs - Maintaining existing account revenue levels 

 Maintains monthly operation reports reflecting all indication figures across all projects and presents to management. 

 Ensures that manpower succession plans are in place and implemented effectively 

 Meet call center financial objectives by estimating requirements in order to increase the GP based on a prior planned actions and managing the revenues and COGs; preparing an annual budget; scheduling expenditures; proper control of equipment and personnel costs; initiating corrective actions and avoiding the penalties. 

 Ensure the invoice generation; validating all terms; following up with the client on the cycle till receiving the confirmation on the invoice and the certification. 

 Negotiate and own all agreements with the client regarding the invoice roles or amendments required for better business experiences. 

 Maintain and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. 

 Maintaining an updated practices of COPC approaches and standards and follow up on the implementation to successfully meet the PST expectations. 

 Oversee all the activities of own team to ensure high performance levels and efficient implementation. 

 Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans. 

 Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives

INTERPERSONAL SKILLS:  Forward Thinking - Business Acumen - Internal & External Networking - Team Empowerment & Development - Customer Centricity.

TECHNICAL SKILLS:  Analytical – Financial


Arabic:  Proficient

English:  Proficient




- Bachelor Degree.

- MBA is an added plus

Location: Smart Village 


As an employee of our company, you will collaborate with each department to create and deploy disruptive products. Come work at a growing company that offers great benefits with opportunities to moving forward and learn alongside accomplished leaders. We're seeking an experienced and outstanding member of staff.

This position is both creative and rigorous by nature you need to think outside the box. We expect the candidate to be proactive and have a "get it done" spirit. To be successful, you will have solid solving problem skills.

Customer Relationship
Personal Evolution
Administrative Work
Technical Expertise


  • Lead the entire sales cycle
  • Achieve monthly sales objectives
  • Qualify the customer needs
  • Negotiate and contract
  • Master demos of our software

Must Have

  • Bachelor Degree or Higher
  • Passion for software products
  • Perfect written English
  • Highly creative and autonomous
  • Valid work permit for Belgium

Nice to have

  • Experience in writing online content
  • Additional languages
  • Google Adwords experience
  • Strong analytical skills

What's great in the job?

  • Great team of smart people, in a friendly and open culture
  • No dumb managers, no stupid tools to use, no rigid working hours
  • No waste of time in enterprise processes, real responsibilities and autonomy
  • Expand your knowledge of various business industries
  • Create content that will help our users on a daily basis
  • Real responsibilities and challenges in a fast evolving company
Our Product

Discover our products.


What We Offer

Each employee has a chance to see the impact of his work. You can make a real contribution to the success of the company.
Several activities are often organized all over the year, such as weekly sports sessions, team building events, monthly drink, and much more


A full-time position
Attractive salary package.


12 days / year, including
6 of your choice.

Sport Activity

Play any sport with colleagues,
the bill is covered.

Eat & Drink

Fruit, coffee and
snacks provided.