Our Job Offers

Grade: 7 

Location: MTZ

SUB-FUNCTION: AP 

RESPONSIBILITIES: 

•  Keeping track of all payments and expenditures, including payroll, purchase orders, invoices, statements, etc. 
• Reconciling processed work by verifying entries and comparing system reports to balances 
•  Maintaining historical records 
• Paying vendors by scheduling pay checks and ensuring payment is received for outstanding credit; generally responding to all vendor enquiries regarding finance 
• Preparing analyses of accounts and producing monthly reports 
• Continuing to improve the payment process 
• Ensuring that financial information complies with professional and regulatory standards. 
• Aligning general ledger accounting practices to support budgeting and forecasting. 
• Entering financial data such as accruals, deferrals, reclassifications, and interdepartmental entries into the ledger on a monthly basis, as well as preparing reports. 
• Review and record all the received invoices either on the ETA portal or internally on a daily basis and ensure the proper documentation. 
• Conduct fixed assets physical check 
• Assign tag numbers to fixed assets.

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 B1

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: 8

Location: Palm Strip

INTERPERSONAL SKILLS: 

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

TECHNICAL SKILLS: 

Analytical – Computer.

LANGUAGE SKILLS:

English: B2

PROFESSIONAL EXPERIENCE:  2-3 years

KEY RESPONSIBILITIES:

• Monitor either remotely or on a recorded basis and evaluate 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 the adequacy of quality assurance and standards
• Oversee all verification processes (Calibrations, Quizzes, tests or 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 investigations team when required and ensure accurate meaningful reports are prepared within previously agreed timescales and support and advise project’s stakeholders in 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

GRADE: 7 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: Quality 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Specialist 

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 effectiveness of delivering the service; validating and justifying 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. 

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

TECHNICAL SKILLS: Analytical – Computer

Location: MTZ

Grade: 8

Department: Operations 

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

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

Language: English level B2.

Eligible Applicants:

• Passed 6 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.

Salay 8K

Responsibilities:

• To manage The customer service's inbox on a daily basis, prioritizing urgent emails, call and chats. Receiving and logging calls, emails and correspondence in a methodical and thorough manner using the customer service dedicated mailbox.
• Manage the customer service telephone line and assisting customers accordingly.
• To resolve all inquiries all inquiries, queries and complaints in line with company policy or referral to other appropriate staff within the Company when required and to promptly respond to these within set deadlines.
• Manage all Live Chat during business hours, for Gulf customers (where appropriate).
• To escalate when necessary any issues / problems to the appropriate member of staff / manager.

Experience and Skills Required:

• 6 Months previous luxury customer service experience.
• Computer savvy.
• Excellent verbal and written communication skills.
• Effective problem solving skills.
• A self- starter who is comfortable working independently and able to multitask.
• Able to accommodate occasional weekend work and long hours dependent on business needs.

Grade: 8

Location: Crystal Plaza

Department: Operations

Reporting to:  Account Manager

Interpersonal Skills:   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.

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: 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.
• 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.

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 an Offshore Operations Head.

What will you do?

• Plan, directs & oversee operational strategies (policies, rules, initiatives & goals) that works towards achieving the operational objectives and maintain control of diverse business operations that secure the functionality of business and drive extensive and sustainable growth.
• Plans and directs organization’s activities towards achieving set targets (financial, trading, quality and cultural whilst adhering to legislative provisions).
• Identifies, develops & directs business implementation to Ensure that processes, management methods and workflow are optimized.
• Ensures that a healthy organizational culture is maintained and reflected in the reputation of the company in the market.
• Responsible for all contractual agreements from an operational perspective and ensure realistic and practical commitments are made to clients.
• Provide strategic guidance to the operations managers to ensure service delivery.
• Manage multiple services across the organization and provide strategic direction and leadership to the teams so that they consistently meet and exceed performance metrics.
• Develop an organization structure that is in line with the business objectives and needs, ensure effective tools and mechanisms are provided to the teams to track the departmental performance.
• Ensure effective succession plans are in place and seek the development of direct reports up to and including moving them to different teams/services within the company in order to maximize potential.
• Ensure timely preparation and review of goals and development plans for direct reports.
• Approve resource planning, recruitment training and other development plans for the teams Mentor and guide direct reports and work closely with all Managers and intervene appropriately to create a competent and close-knit team.
• Ensure sharing of knowledge and best practices within the company and counsel managers to enhance performance and arrest attrition. Motivate and develop managers to include specific attention to individual development.

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).

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 - Only for Offshore Accounts.

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.