Our Job Offers

Location: MTZ

Grade: 8

Department: Operations 

Interpersonal Skills: Result Orientation - Building Network - Customer Centricity - Coaching & Mentoring. 

Technical Skills: QA Focus - Operational Awareness - Coaching & Mentoring.

Eligible Applicants:

• Passed 9 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the previous 3 months of their KPIs.
• Achieved quality Figures for their Accounts in the previous 3 months.

Key Responsibilities:

 Supervises/manages activities and performance of the Account Advisors 

 Handles Account Advisors needed for on-job training and coaching 

 Monitors transactions to ensure that QA standards are met 

 Ensures the Advisor’s KPIs are met (daily/weekly/monthly) 

 Manages difficult calls by acting as first line of escalation 

 Coordinates, as needed, with all supporting function to eliminate any problems affecting the operations 

 Adheres to all schedules (Advisors / operations / Monitoring) 

 Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) 

 Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution 

 Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets 

 Logs and acts on client’s requests 

 Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes 

 Ensures that end-user privacy policies are properly implemented 

 Ensures that Team members adhere to RCC policies 

 Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan. 

 Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients. 

 Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. 

 Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.

Location: Maadi

Grade: 9

Department: Operations 

Interpersonal Skills: Result Orientation - Building Network - Customer Centricity - Coaching & Mentoring. 

Technical Skills: Strategic Thinking, Management Skills and Leadership skills.

Language: English level B2.

Eligible Applicants:

• Passed 9 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the previous 3 months of their KPIs.
• Achieved quality Figures for their Accounts in the previous 3 months.

Key Responsibilities:

• Leading, training and managing team leaders of the account and handling any issues that may arise. 
• Achieving account objectives and goals while motivating account staff. 
• Communicates client needs and demands to team leaders
• Forecasts and tracks account performance metrics
• Ensure the timely and successful delivery of service according to client needs and objectives
• Set team leaders and account advisors monthly objectives
• Applies operational, qualitative and business analysis of account performance
• Conduct process improvement opportunity analysis on all assigned projects in order to improve the performance 
• Translate the yearly clients feedback to actions aiming at improving the level of satisfaction of the client and meeting the communicated objectives
• Acts on negative feedback received from the QA department on the monthly end user satisfaction survey to ensure better results for the following month
• Perform weekly on floor audit to ensure consistency in delivering the service to the end user across all advisors of the project 
• Maintaining updated practices of COPC approaches and standards and follow up on the implementation to meet the PST targets
• Follow up in daily basis the performance indicators and share the feedback to his team enclosed with the corrective and preventive actions recommended for enhancement and progress in all business platforms with solid acknowledgement regarding the team understanding and awareness towards all actions and implementation and oversee the fulfillment.
• Align with other support functions and ensure that all business requirements are considered and contribute the HR team of performing the technical interviews to select the targeted criteria. 
• Audit on teams actions, orders and procedures; frequently conduct skip level meetings to insure equal chances of support upon his assigned team members and encourage healthy environment which lead to better opportunity of achieving the targets and benchmarks.
• Supervise and direct operation team leaders and provide support - within the process frame - in the unusual case escalations if any and coach the team actions. 
• Communicates with the client concerning the business reviews, operational results and participate in client’s meetings and align to the general strategies and actions aiming to improving the level of satisfaction of the client and meeting the set CSS benchmark.
• Ensure the non-disclosure agreement is completely running with no fail.

Grade: 11

Responsibilities:

Architectural Leadership & Strategy 

• Define and own the solution architecture standards, frameworks, and best practices for contact center and CX solutions. This is in addition to new IT wide solutions that need to follow architecture practices and methodologies. 

• Ensure architectural consistency, quality, and compliance across all proposed solutions. 

• Drive long-term architectural roadmap alignment with business strategy and market trends. 

• Act as the final technical authority for complex or strategic solution designs. 

Presales Leadership & BIDs/RFPs 

• Lead the technical presales function for strategic opportunities, including large-scale BIDs, RFPs, and RFIs. 

• Oversee solution design, technical proposals, architecture diagrams, and compliance matrices. 

• Ensure all proposed solutions balance customer requirements, technical feasibility, delivery readiness, and commercial viability. 

• Support pricing strategies by aligning architectural scope, assumptions, and dependencies with commercial models. 

Customer & Stakeholder Engagement 

• Serve as the senior technical point of contact for key customers, executive stakeholders, and partners. 

• Lead technical workshops, architecture deep dives, and solution validation sessions with customers. 

• Build long-term trusted advisor relationships by providing consultative, business-aligned technical guidance. 

Team Leadership & Capability Development 

• Lead, mentor, and develop the Solutions Architecture team, including Solutions Architects and junior architects. 

• Define roles, responsibilities, and development plans for architecture resources. 

• Conduct technical reviews, design validations, and knowledge-sharing sessions. 

• Foster a culture of architectural excellence, collaboration, and continuous learning. 

Governance, Quality & Risk Management 

• Ensure solutions are designed with scalability, security, reliability, performance, and cost-effectiveness in mind. 

• Identify technical risks, dependencies, and constraints early in the solutioning process and define mitigation strategies. 

• Ensure compliance with internal IT policies, security standards, and industry best practices. 

Knowledge Management & Market Awareness 

• Oversee the creation and maintenance of presales technical collateral, reference architectures, whitepapers, and best-practice guides. 

• Stay current with industry trends, emerging technologies, and competitor offerings in the contact center and CX space. 

Grade: 6 (Task)

DEPARTMENT: Operations 

INTERPERSONAL SKILLS:   Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity.

TECHNICAL SKILLS:  Team Management – Decision Making – Analytical

KEY RESPONSIBILITIES:

• Supervises/manages activities and performance of the Account Advisors 
• Handles Account Advisors needed for on-job training and coaching 
• Monitors transactions to ensure that QA standards are met 
• Ensures the Advisor’s KPI’s are met (daily/weekly/monthly) 
• Manages difficult calls by acting as first line of escalation 
• Coordinates, as needed with all supporting function to eliminate any problems affecting the operations 
• Adheres to all schedules (Advisors / operations / Monitoring) 
• Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) 
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution 
• Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets 
• Logs and acts on client’s requests 
• Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes 
• Ensures that end-user privacy policies are properly implemented 
• Ensures that Team members adhere to RCC policies 
• Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan. 
• Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients. 
• Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. 
• Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.

REPORTING TO Finance Director

REPORTING LINE TITLES DIRECT: Specialist – Sr. Accountants – Accountants

Technical Skills:  Communication skills – Decision Making – Finance Management – Analytical Skills

Professional Experience:  5+ years of experience

Management Experience:  2 years of experience

Educational Background:  - Bachelor's degree - Post-graduate certificate (CFA or CMA)

KEY RESPONSIBILITIES

• Conducts special studies to analyze complex financial actions and prepares recommendations for procedure, control, or action
• Analyzes financial information to determine present and future financial performance. 
• Identifies trends and recommends improvements accordingly 
• Evaluates complex profit plans, operating records, and financial statements. 
• Directs preparation of studies, reports, and analyses in areas such as budgets, forecasts, financial plans, governmental requirements, statistical reports, cash flow projections, and business forecasts. 
• Establishes databases of pertinent information for use in analyzing future plans and forecasts. 
• Coordinates with all levels of management to gather, analyze, summarize, and prepare recommendations regarding financial plans, acquisition activity, new business planning, and trended future requirements. 
• Provides assistance to LOBs in the development of the budget, planning, and other corporate financial requirements. 
• Responsible for preparing internal year- to - date reports for each department

Location: Motamyez

Grade: 7

Eligible Applicants:

• Passed 9 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the last 3 months of their KPIs.
• Archived Quality Figures of their Accounts in the last 3 months.

INTERPERSONAL SKILLS: 

• Ownership
• Functional Skill
• Continuous Learning
• Customer Centricity
• Ideas presentation and Taking initiative
• Presentation skills
• Results-oriented 

Language: English level B2

KEY RESPONSIBILITIES

• Carrying on the surveys needed to capture end-users feedback or any other different transactions required.
• Recommend enhancement of the tools used (sample size, questionnaire, applicable transactions.. et).
• Keep records of customer interactions, process customer accounts, and file documents.
• Accept responsibility for meeting conducted targets; and track daily indicators concerning the quality of service.
• Increase the effectiveness of delivering the service; validate and justify whenever any indicator is showing a wide variation or not meeting the benchmark.
• Flag issues and concerns that require escalation and share the validation regarding any solutions that might enhance the end user experiences.
• Validating C-sat and providing the reason of the D-sat / C-sat based on the calibration. 
• Following up on the project's action plan to ensure fulfillment is done accurately.

GRADE: 11 

BAND: Supervisors & Team Leaders 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: Quality LINE OF BUSINESS Raya Customer Experience 

REPORTING TO: Manager 

REPORTING LINE TITLES DIRECT: Specialist 

INDIRECT: Sr. Executive – Executive

KEY RESPONSIBILITIES

 Review QA sizing and takes action regarding over and understaffing 

 Assure that the monitoring approach and end user satisfaction approaches are implemented on compliance basis across the year 

 Implement required changes to the monitoring and end user satisfaction approaches,  Reviews sample size and precision per project and addresses required actions based on those reviews 

 Review monitoring results per program and across sites 

 Attends new implementation kick-offs, assigns QAE to the newly implemented project and review the new scoresheets 

 Review and approves change of project scoresheets 

 Review quality variations from metrics and tracks to ensure root causes have been identified and improvement has been sustained. 

 Enhance QA reports and presentations based on business and operations needs 

 Address new ideas to Quality data standard system 

 Automate QA required templates and reports 

 Attends monthly QA-operations presentations and sets proper action plans with the account managers 

 Responsible for all client engagement duties, acting as a focal point for any business review, highlighting all quality assurance issue and advise with the appropriate action plan

INTERPERSONAL SKILLS 

Result Orientation - Operational Awareness - Building Networks - Coaching & Mentoring - Customer Centricity.

TECHNICAL SKILLS 

Communication skill – Decision-Making – Relations Management.

The primary role of the Recruiter is to support Management in recruiting and placing applicants to fill open positions. 

Perform recruitment and selection functions through the development of recruiting plans; employing traditional sourcing strategies and resources as well as developing new, creative recruiting plans that ensure equitable and nondiscriminatory practices meeting Equal.

Play critical role in ensuring we are hiring the best possible talent.

Evaluate quarterly/annual turnover report and monitor turnover reasons; make recommendations for improved hiring/better longevity in order to help keep turnover within reasonable market trends.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Contribute to the success of the Credit Union by providing superior service according to Sound Credit Union’s Service Promise.

Develop and implement an effective recruiting program in order to recruit top talent; employ traditional sourcing strategies and resources as well as develop new, creative recruiting plans.

Work with managers on needs assessments.

Develop interview questions tailored to each position.

Participate in job fairs.