Our Job Offers

Grade: 7

English Level: B2

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

• 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.

Location: Across Sites

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 A2 - B1

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: 8

DEPARTMENT: Operational Supporting Functions.

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

TECHNICAL SKILLS:  Analytical – Computer.

Technical Requirement:

• Strong skills in Excel (pivot tables, VLOOKUP/XLOOKUP, macros, formulas).
• MUST have experience in using Power Query
• Experience with data visualization tools using BI.
• Knowledge of DAX
• Knowledge of reporting and dashboard creation.
• Understanding of KPIs, metrics, and SLA tracking.

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 determines 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 bench mark. 
• Ensure staff awareness and adherence to RCC’s code of conduct and internal related policies and procedures.

grade: 8

Location: MTZ

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

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 KPIs are met (daily/weekly/monthly) 
• Manages difficult calls by acting as the first line of escalation 
• Coordinates, as needed with all supporting functions 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 the Advisor's efficiency with required SLAs and occupancy targets 
• Logs and acts on client’s requests 
• Communicate 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 actions on time in accordance to the plan. 
• Conduct process improvement opportunities on all assigned teams 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 showing 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: 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: 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.

You are about to apply for a job in a certified Top Employer 2023! Ready to be part of one of the Market Leaders in Egypt? Apply Now! Raya CX; one of Raya's subsidiaries is hiring a Marketing Head.

What will you do ?

• Develop and implement comprehensive marketing strategies that align with company goals and objectives.
• Lead, mentor, and manage the marketing team to achieve high performance and foster professional growth.
• Enhance and maintain the company's brand identity across all channels and platforms.
•  Oversee digital marketing initiatives, including SEO, SEM, email marketing, social media, and online advertising campaigns.
•  Conduct market research to identify trends, customer needs, and competitive landscape. Use insights to drive marketing strategies and tactics.
• Collaborate with commercial teams to develop and execute go-to-market strategies for new services.
• Oversee the creation of engaging and relevant content for various marketing channels, including blogs, newsletters, and social media.
• Develop and manage the marketing budget, ensuring efficient allocation of resources to achieve maximum ROI.
• Manage public relations efforts, including media relations, press releases, and events, to enhance the company's public image.
• Monitor and analyze marketing performance metrics, prepare reports, and provide insights to senior management.

What will you need ?

• Interpersonal Skills: Strategic Thinking – Operations Development – Influencing Others – Developing Successors – Customer Centricity.
• Technical Skills: Knowledge of current performance metrics Functional knowledge of Oracle and other database environments Knowledge of policies and procedures Strong planning and organizational skills. Ability to tie and group goals and objectives to the strategic goals.
• Professional Skills: Minimum of 10 Years of overall business experience.
• COPC background is a must. ▪ Responsibility for corporate P&L.
• Management Skills: 7 years of relevant managerial work experience in large contact center enterprises.
• Educational Background: Bachelor Degree preferable in Business Administration. - MBA is an added plus - COPC Certificate is an added plus - Six Sigma Certificate is an added plus.

What is unique about Raya?

• Are you an eager learner? Raya believes in its employees, so we aim to continuously provide learning & development plans for all of our employees to ensure their personal and career development.
• Are you looking for career progression? Raya is an entity where you can grow whether horizontally or vertically as we offer internal transfer opportunities.
• Are you looking for a rewarding environment? Raya's top achievers are awarded annually with an international 5 days trip.
• Are you looking for an opportunity to give back to the community? Raya encourages their employees to give back to the community through different ongoing CSR programs and initiatives.
• Are you a foodie? Exclusive discounts for Raya employees at Raya’s Restaurants (Ovio, Jones The Grocer, The Lebanese Bakery, and Loris).

Location: MTZ

Grade: 7

Shifts: Rotational: 24/7

Eligible Applicants:

• Passed 6 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.
• Grads Only

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: 13 

BAND: Line Managers 

DEPARTMENT: Information Technology 

SUB-FUNCTION: Digital Transformation - Metaverse 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Sr Manager Digital Transformation

KEY RESPONSIBILITIES

1. Develop digital transformation strategies: Assess the organization's current digital capabilities and identify areas for improvement and transformation. Develop and implement comprehensive strategies to drive digital transformation aligned with business goals. 

2. Identify digital opportunities: Collaborate with stakeholders to identify digital opportunities that can enhance business processes, optimize operations, and improve customer experiences. Stay updated on industry trends, emerging technologies, and best practices related to digital transformation.

3. Project management: Lead and manage digital transformation projects from inception to completion. Develop project plans, define objectives, allocate resources, manage timelines, and ensure successful project execution.

4. Stakeholder engagement: Collaborate with cross-functional teams, business units, and external partners to gain buyin, alignment, and support for digital transformation initiatives. Engage stakeholders at various levels and communicate the vision, objectives, and benefits of digital transformation. \ 

5. Change management: Develop change management strategies and plans to drive organizational readiness and adoption of digital transformation initiatives. Facilitate training and communication efforts to ensure smooth transitions and minimize resistance.

6. Digital capability building: Assess the organization's digital skills and competencies. Identify skill gaps and develop training programs to build digital capabilities across the organization. Foster a culture of innovation, collaboration, and continuous learning.

7. Performance measurement and analysis: Establish metrics and key performance indicators (KPIs) to measure the effectiveness and impact of digital transformation initiatives. Monitor and analyze data to evaluate performance, identify areas for improvement, and make data-driven decisions.

8. Risk management: Identify potential risks and challenges associated with digital transformation initiatives. Develop risk mitigation strategies and ensure compliance with data privacy, security, and regulatory requirements.

9. Vendor and technology management: Evaluate and select digital tools, technologies, and vendors to support digital transformation initiatives. Manage relationships with technology partners, vendors, and service providers.

10. Stay informed about digital trends: Stay up to date with the latest digital trends, technologies, and industry developments. Continuously explore innovative ideas and opportunities for digital transformation within the organization.

INTERPERSONAL SKILLS:

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

EDUCATIONAL BACKGROUND:

• Bachelor's or Master's degree in Business Administration, Digital Transformation, Information Technology, or a related field. 
• Master's degree is a plus.