Our Job Offers

Location: Crystal Plaza

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

English Level: B2 English

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: 8

BAND: Senior Professionals & Professionals 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: Quality 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Specialist 

INTERPERSONAL SKILLS:

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

TECHNICAL SKILLS: 

Analytical – Computer 

 KEY RESPONSIBILITIES

•  Monitor either remotely or on a recorded basis and evaluates agents, team leaders & Trainers' performance (script, data, process consistency, product knowledge, and behavior) for all transactions to ensure quality service.
• Implement quality assurance standards, evaluate adequacy of quality assurance and standards
• Oversee all verification processes (Calibrations, Quizzes, tests, certifications & quality induction).
• Identify failures and potential failures to recommend action plans/preventive actions and communicate results with the concerned management.
• Identify quality variations from metrics and documents related to quality issues/cases.
• Validate and brief the investigations team when required, and ensure accurate, meaningful reports are prepared within previously agreed timescales, and support and advise the project’s stakeholders on all issues relating to quality compliance
• Carry out the responsibility of gauge scoring for quality executives, team leaders, and trainers.
• Analyzing and correlating C-sat and Quality Data to provide a root cause for the needed KPIs
• Meet with stakeholders to provide an effective action plan
• Following up on the action plan fulfillment, accuracy, and Impact  

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: 9

Reporting To: Supervisor

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

Customer Centricity

TECHNICAL SKILLS: Communication skill - Negotiation Skill – Relations Management

Responsibilities: 

• Review projects KPIs (WFM metrics).
• Assures that all plans and schedules are implemented with the agreed quality bench mark and with
• compliance with the WFM methodologies.
• Propose and participates in contingency plans whenever needed.
• Propose recommendations and action plans for any dropped metric such as service level, adherence,
• absenteeism, utilization, AHT, FTE, occupancy, tardiness and conformance.
• Owns and provide head count reports for each project model.
• Provide analytical support to operations
• Review and confirm modifications needed for the staffing plan to ensure meeting the respective targets
• Owns and review overall projects KPIs reports and deliver it to the management and clients on time.
• Responsible for the delivery of WFM reports on daily, weekly, monthly and quarterly basis
• Communicated with the concerned parties any changes of scheduling to ensure suitable resource
• coverage.
• Supervise managing non-productive time requests to enhance projects deliverables.
• Manages Senior Analysts and Analysts performance and objectives
• Ensure Staff awareness and adherence to RCC’s code of conduct and internal related policies and
• procedures.
• Set clear team goals.
• Delegate tasks and set deadlines
• Provide the team with a vision of the project objectives
• Handle all team escalations and feedback and work on resolving their issues
• Motivate team members and recognize high performance and reward accomplishments
• Create and environment oriented to trust, open communication, creative thinking and cohesive team
• efforts
• Provide any training that team members need.

• Responsible for performance appraisals of all direct reports

GRADE: 8

BAND:  Senior Professionals & Professionals

DEPARTMENT: Operations 

REPORTING TO:  Account Manager

REPORTING LINE TITLES:  Account advisor  

Sales Experience is required

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.

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

TECHNICAL SKILLS:  Team Management – Decision-Making – Analytical

GRADE: 7 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: MIS 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Specialist

INTERPERSONAL SKILLS

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

TECHNICAL SKILLS

Analytical - Computer - Excel - Power BI

KEY RESPONSIBILITIES 

• Creating and preparing business reviews and presentations in coordination with the Reporting Senior Analyst. 
• Creating on-time reports, business scorecards and results management dashboards on periodical basis to support the decision-making process both internally and externally.
• Provide Process Control Reports including (Bond Factor, VSF Reports and Cluster Management Reports). 
• Calculating the required templates as per project requirements to measure performance metrics on Table-F. 

GRADE: 7

BAND: Senior Professionals & Professionals

DEPARTMENT:  Operational Supporting Functions 

LINE OF BUSINESS:  Raya Customer Experience 

REPORTING TO:  Specialist 

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 for 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 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.

INTERPERSONAL SKILLS:

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

TECHNICAL SKILLS:

Analytical – Computer – Negotiation 

LANGUAGE SKILLS:

Arabic:  Proficient

English:  Proficient 

GRADE: 12 

BAND: Line Managers 

DEPARTMENT: Client Success Management 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Head of Account Management

KEY RESPONSIBILITIES 

• Maintain good relationships with clients so that the business can maximize the value of those relationships through penetrating B2B organization network. 
• Working with design, sales team, creative, advertising, logistics, managers, marketing, and team members from other departments dedicated to the same client account to ensure the highest quality of service is being produced, and all client needs met. 
• Meet with assigned clients and prospects daily/weekly to assess business needs, manage complex customer transactions, and resolve customer concerns. 
• Grow the business by identifying new sales and business development opportunities, by seeking opportunities to cross-sell or upsell to existing clients. 
• Monitor and assess the activities of our competitors to proactively satisfy and retain our clients, including researching the market industry trends 
• Set revenue targets and develop and execute a plan to meet them. 
• Responsible for accounts receivable collections in coordination with Finance Department. 
• Responsible for Invoice disputes as it relates to withholding taxes / Discounts / Non-contractual agreements. 
• Responsible for Contracts renewals / Annexes in terms of new service scopes, annual increases and Price Adjustments / negotiations on the account in coordination with Governance Department. 
• Responsible for salaries adjustment negotiations to fulfill Headcount Shortages in coordination with HR Department.

INTERPERSONAL SKILLS 

• Forward Thinking
• Business Acumen 
• Internal & External Networking
• Team Empowerment & Development 
• Customer Centricity

  TECHNICAL SKILLS 

• Market Research and Analysis 
• Performance Reporting 
• Financial Budgeting Processes 
• Commercial Awareness 
• Client Satisfaction Management

LANGUAGE SKILLS

• Arabic:  Proficient
• English:  Proficient

PROFESSIONAL EXPERIENCE 

• 7-10 

MANAGEMENT EXPERIENCE 

• 3-5 

EDUCATIONAL BACKGROUND

• Bachelor’s Degree 
• Post Degree in an added plus
  

GRADE: 11 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Commercial 

​LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Business Solutions Manager 

REPORTING LINE TITLES DIRECT: Specialist – Senior Admin.

KEY RESPONSIBILITIES 

• Assist sales teams and management to maximize revenue opportunities and ensure the highest levels of customer satisfaction. 

• Responsible for the delivery of workshops, presentations, demonstrations, proof of concepts utilizing the entire data management alongside partnering technologies. 

• Support the sales teams and partners, as well as marketing development efforts, by bringing domain, solution and technical expert credibility directly to ongoing sales cycles.

INTERPERSONAL SKILLS

• Result Orientation 
• Operational Awareness 
• Building Networks 
• Coaching & Mentoring 
• Customer Centricity

TECHNICAL SKILLS

• Communication skill  
• Decision-Making 
• Relations Management 

LANGUAGE SKILLS

• Arabic: Proficient
• English: Proficient

PROFESSIONAL EXPERIENCE 

• 5 –7

MANAGEMENT EXPERIENCE

• 1 –3

EDUCATIONAL BACKGROUND

• Bachelor degree 
• MBA is an added plus