Our Job Offers

1. Identification of business continuity requirements and solutions.

 2. Identification of risks to business continuity, mitigation actions and implementation follow-up.

 3. Assess, communicate and develop mitigation plans for risks associated with IT investment and operation 

4. Plan and perform the annual business continuity test plans.

 5. Develop and maintain training and awareness sessions.

 6. Maintain all administration of the BCM System.

 7. Serves as point of contact for any identified resilience issues and risks within the business 

8. Apply periodical improvements to the BCM System: 

9. To maintain continued operations, asset protection, and loss mitigation in the event of a disruption, coordinating activities of technology resources with the company’s business units, as required. 10. Work with business unit management to enhance contingency plans, mitigating the effect of a technology system or application failure or problem.

11. Perform periodic reviews and tests of established Business Continuity Plans and procedures, reporting findings to management and making recommendations for improvements as needed

GRADE: 8 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: MIS 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Section Head

KEY RESPONSIBILITIES 

 Provide frequent CSAT related Analysis including CSAT drivers & EU feedbacks analysis Work on Improvement project for performance metrics (6 Sigma) according to the prioritization approach or Red flags 

 Analyzing & provide recommended improvement actions for operational KPIs and results on periodical basis to ensure availability of information to all levels 

 Studying positive or negative trends that determine the effectiveness of operations and effect on business productivity and profitability

 Responsible to identify any sort of weaknesses including dropped Table-F metrics and aims to eliminate them, ensuring documentation for proper action plan 

 Conduct improvement opportunity analysis in order to maximize Raya service offering and value added to its clients 

 Work closely with the Operations Manager & Program Manager to lead and drive improvement projects using structured improvement processes e.g. 6 Sigma 

 Align with all management levels in case of unexpected events, or potential crisis situations on ad-hoc basis to ensure actions take place for performance to be at the required status 

 Creating on-time reports, business scorecards and results management dashboards on periodical basis to support the decision-making process 

 Providing the necessary information as need arises to assist and support implementation of all new project scope, Including Process Maps/Documents + Designing IVRs + Customer Journey Maps 

 Analyze and measure staff KPIs and results on individual level on periodical basis to ensure all required information availability to all levels 

 Design CC staff KPIs based on Client focus, 6 Sigma Projects required controls or red flags 

 Align with all business owners that all business activities are benchmarked on Table - F on an ongoing basis & Identify Table F required metrics based on COPC exhibits for each service type / client required metrics according to SOW 

 Deliver results on time with the agreed quality benchmark. 

 Ensure staff awareness and adherence to RCC’s code of conduct and internal related policies and procedures.

INTERPERSONAL SKILLS 

Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity 

TECHNICAL SKILLS

Analytical – Computer 

EDUCATIONAL BACKGROUND

- Bachelor Degree 

- Six Sigma Green Belt certificate or equivalent is required  

GRADE: 9

BAND:  Senior Professionals & Professionals

DEPARTMENT:  Project Management

REPORTING TO: Project Management Manager

KEY RESPONSIBILITIES:

1. Develop project plan & identifies the required tasks to reach the desired output and objectives through identifying client’s requirements, setting authority matrix & preparing materials related to project’s technical details
2. Monitor & review project’s development activities and participate in the verification and validation process to ensure adherence to time plans
3. Analyze business cycles and requirements in accordance with the project scope of work and applies necessary actions to support all processes 
4. Conduct regular meetings with clients to review and discuss end results to ensure alignment and satisfaction 
5. Regularly apply analysis of project process and conduct improvement opportunity analysis in order to maximized profit and provide value added to clients 
6. Responsible for project’s financial files during the implementation phase

INTERPERSONAL SKILLS:

Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricit

TECHNICAL SKILLS:

Communication skills – Computer skills – Financial Skills

LANGUAGE SKILLS:

Arabic: Proficient

English: Proficient

PROFESSIONAL EXPERIENCE:

 2-4 years

EDUCATIONAL BACKGROUND:

• Bachelor's degree 
• PMP certificate is an added plus by

Grade: 8

Location: MTZ

Department: Operational Support

Reporting to:   Supervisor

Interpersonal Skills:   Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity

Technical Skills:   Analytical – Computer

Job Responsibilities

• Manages operations staffing plans for potential and existing projects. 
• Structures historical data to build a forecasting database. 
• Forecasts arrival volume and patterns based on historical data and future updates 
• Schedules the staff to meet the SLA with the maximum proper occupancy. 
• Organizing Team Leaders' schedules to manage attendance and meet any faced escalations, In addition to Account Managers in occasions only.
• Coordinates with all concerned parties to collect any required data for understanding the call volume curve. 
• Measures forecasting and scheduling accuracy. 
• Creates reports and dashboards on historical data and forecasting results from applicable systems. 
• Creates integrated data base tracking tools for staffing shrinkage pattern (Vacation, Sick, training, attrition etc.) 
• Maintain holiday pattern forecasts to ensure effective coverage for holidays. 
• Provide analysis and recommendations to improve staffing levels and efficiency.
• Analyze reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness. 
• Generate daily, weekly, monthly and annual forecast and reforecast when necessary. 
• Report hiring and attrition impact in short term and long term forecast. 
• Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments.
• Provide proactive solutions that support the call center management and workforce management for continuous improvement. 
• Schedule Training rooms utilization. 
• Plan & manage offline activities. 
• Perform other related tasks

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.
• Achieved quality Figures for their Accounts in the last 3 months.

INTERPERSONAL SKILLS: Ownership - Functional Skills - Ideas presentation and taking initiative - Customer Centricity - Continuous Learning - Results Orientated - Presentation skills

KEY RESPONSIBILITIES

• Deliver Training for assigned staff (new batches – verification & refreshment sessions – recalibration sessions) with the agreed benchmarks and due dates.
• Oversee the performance of the assigned trainer’s team ensuring adherence to training plan/agenda. 
• Work on the continuous improvement of the training materials, documents, and handouts. 
• Abides to COPC approaches and requirements.
• Provides pre-operational feedback to HR and OP on new agents and their fitness for performing the duties required. 
• Evaluate agent’s responsiveness to training and responsible for their training.
• Carrying out the responsibility of achieving all training performance targets (End to End – Certifications on time – Calibration – Verifications and Quality of training) .
• Do all verification practices required and related to knowledge verification (Login – Calibration – Test).
• Ensuring that the attendance sheets for both soft skills and product knowledge and are updated on time as per the due dates delivered by the training supervisors.
• Responsible for the headcount salary confirmation for newly hired and internally transferred trainees.

Grade: 10

Location: MTZ

Reporting To: Procurement Manager

INTERPERSONAL SKILLS: Result Orientation - Operational Awareness - Building Networks - Coaching & Mentoring - Customer Centricity

TECHNICAL SKILLS: Communication skills – Computer skills – Financial Skills

Responsibilities:

• Ensures employer obtains quality products for competitive prices in a timely manner
• Liaises with key company employees to determine their products and service needs
• Researches new products and services to meet company’s goals
• Devising and using fruitful procurement and sourcing strategies.
• Finalize purchase details of orders and delivers.
• Collaborate with key persons to ensure clarity of the specifications and expectations of the company.
• Comparing prices of goods from different suppliers, analyzing sales patterns and inventory levels of existing
• stock and staying up to date on market changes that can affect the supply and prices of good.
• Responsible for preparing and processing purchase orders in accordance with his organization’s policies and
• procedures.
• Partner with stakeholders to ensure clear requirements documentation.

• Perform cost and scenario analysis and benchmarking

Grade: 8

Location: Crystal Plaza

Department: Operations

Reporting to:  Account Manager

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

Technical Skills:  QA Focus - Operational Awareness - Coaching and Mentoring

Language Needed: English B2

Job 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.
  

GRADE: 12 

BAND: Line Managers 

DEPARTMENT: Commercial 

SUB-FUNCTION: Marketing 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Marketing Senior Manager

KEY RESPONSIBILITIES

1. Responsible for planning, developing and implementing the overall organization marketing and communication strategy 

2. Orchestrating content strategies across all online platforms to drive leads, subscribers and brand awareness 

3. Optimize our leads capturing mechanism in terms of website, web forms, chatbot (Ray), auto-responders, and the IVR 

4. Content Marketing management: creating various types of content such as case studies, white papers, infographics, guides, blogs, interviews, etc. Starting from the ideation, writing, visualizing and post publishing review 

5. Develop an editorial calendar highlighting our matrix of digital services, tailored to our target markets and our thought leadership 

6. Edit٫ proofread٫ improve٫ and deliver engaging content 

7. Generate ideas to increase engagement٫ while receiving and responding to feedback from the targeted audience 

8. Implementing SEO best practices 

9. Increase web traffic and brand awareness through the marketing of content online 

10. Ensure a diverse web presence by sharing content through a multiplicity of channels 

11. Promoting our brand at trade shows and major industry-related events, 

12. Overseeing branding, advertising, and promotional campaigns 

13. PR and corporate communications management, 

14. Events, awards and recognitions: planning and managing our participation and branding image 

15. Act as a brand guardian for the brand image across all corporate channels

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

TECHNICAL SKILLS:  Communication skills – Content/Copy Writing Skills.

Grade: 9

Eligible Applicants:

• Passed 6 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the last 3 months of their KPIs.
• Achieved quality Figures for their Accounts in the last 3 months.

INTERPERSONAL SKILLS: Ownership - Functional Skills - Ideas presentation and taking initiative - Customer Centricity - Continuous Learning - Results Orientated - Presentation skills

KEY RESPONSIBILITIES

1.Contract Management & Governance

• Manage the end-to-end contract lifecycle, including drafting, review, negotiation, execution, amendment, renewal, and termination of contracts.
• Ensure all contracts comply with applicable laws, regulatory requirements, and internal policies.
• Maintain standardized contract templates, clauses, and playbooks aligned with corporate governance and risk appetite.
• Monitor contractual obligations, milestones, SLAs, penalties, and renewal dates to ensure timely compliance and action.

2. Legal Risk & Compliance Management

• Identify, assess, and mitigate legal and contractual risks across all agreements.
• Escalate high-risk clauses or deviations to the Legal & Corporate Governance Senior Manager with clear recommendations.
• Ensure alignment with regulatory bodies’ requirements (e.g., CBE, NTRA, data protection law, labor law).
• Support internal and external audits by providing contract documentation, risk assessments, and compliance evidence.

3. Legal Operations & Department Management

• Support the Legal & Corporate Governance Senior Manager in managing day-to-day legal operations.
• Track legal requests, turnaround times, and workload prioritization to ensure service efficiency.
• Coordinate with external legal counsel when required and manage related documentation and follow-ups.
• Maintain an organized legal repository for contracts, legal opinions, approvals, and correspondence.

4. Stakeholder & Cross-Functional Management

• Act as a key point of contact between Legal and internal stakeholders (Account Management, Operations, Finance, Procurement, IT).
• ·Provide contractual guidance and legal support to business teams during negotiations and client discussions.
• ·Ensure clear communication of legal requirements, risks, and contractual obligations to non-legal stakeholders.

5. Policy, Process & Continuous Improvement

• Develop and enhance contract management processes, approval workflows, and governance controls.
• Recommend improvements to reduce cycle time, risk exposure, and operational inefficiencies.

6. Reporting & Management Updates

• Prepare periodic reports for management on contract status, risks, renewals, disputes, and compliance matters.
• Provide insights and recommendations to support informed decision-making at management level

Grade:11

Department: Governance

SUB-FUNCTION: IT compliance 

Reporting to: IT compliance Manager

INTERPERSONAL SKILLS 

Ability to analyze and evaluate planning materials, communicate effectively, and to supervise the work of others

Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning -Customer Centricity

TECHNICAL SKILLS 

• Experience in business continuity planning, disaster recovery, emergency management,
• Experience and BPO n may be substituted for one another.
• Experience in IT Governance farmwork (ISO27001 , ISO22301& PCI DSS)  

PROFESSIONAL EXPERIENCE:  3-5 years

EDUCATIONAL BACKGROUND:

• Bachelor’s Degree in Business Admin , Engineering  or Computer Science
• CISA certification is an added plus
• CISSP, CISM, or MCSE is an added plus
• Six Sigma is an added plus
  

KEY RESPONSIBILITIES 

1.     Contribute to the development and identification of emergency management plans for recovery decision-making and communications, ensuring the continuity of critical departmental processes and governance principles.

2.     Assist in the development, implementation, or evaluation of business continuity, crisis, and emergency management strategies, plans, and procedures.

3.     Monitor and track participation in business continuity plans and emergency management programs, providing support in matters related to the plans and programs.

4.     Assist in the review and evaluation of risk assessments, business impact analyses, and business continuity plans.

5.     Support activities related to emergency management plans and services.

6.     Aid in the development, implementation, or evaluation of current IT compliances, IT controls, disaster recovery plans, and procedures.

7.     Assist in elements of the audit cycle, including risk management and control management, with a focus on IT effectiveness and compliance with applicable directives and regulations.

8.     Assist in obtaining, analyzing, and evaluating reliable documentation, reports, data, and flow charts.

9.     Engage in continuous learning and development regarding rules, regulations, best practices, tools, techniques, and performance standards.

10.   Act as RCX SPOC/PM for all internal and external audits covering IT, leading to successful certification

11.   Monitor & control activities assigned for IT areas to ensure compliance with internal policies and procedures including monthly, quarterly, and annual account and activity reviews.

12.   Identify observations and manage remediation tasks through to closure while adhering to strict deadlines.

13.   Triage Change Management issues and provide recommendations

14.   Work collaboratively with Security Compliance and Legal teams to identify and manage privacy, data protection risks, and compliance requirements.

Make broad recommendations on improving compliance-related processes and/or procedures as they pertains to the IT department and Identify opportunities for IT security compliance control automation

Location: Maadi

Grade: 8

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 B1 Up to 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.