Our Job Offers

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: 7

Department / Sub Department: Human Resources / Employee Engagements

Reporting To: EE Specialist / EE Supervisor

Job Purpose:

Promoting a positive culture through providing first level contact for employees and convey resolutions to assigned areas, properly escalating unresolved queries to the next level of support, tracking, routing and redirecting problems to correct resources ensuring a fair and consistent approach to RCC policies and procedures, moreover will be responsible for the implementation of all events, internal communication & Recognition programs that meets the quality standards and its objectives

Key Responsibilities:

1. Responsible for administrating all staff feedback programs (ESS, Skip level, Stay interviews) as per the standard approaches as well as Reviewing EE Admin quality of Data.

2. Ensure proper recording, documentation and closure for all employees’ problems and work on future improvement and preventive action plans by recommending procedure/Process modifications or improvements.

3. Provide HR support to all departments as requested, including investigating employee relations complaints, answering human resources questions and following up on inquiries.

4. Administrates skip level program which includes launching, conducting skip level meetings, follow up on achievements, generating and presenting results analysis.

5. Administrates Stay interview program which includes conducting Stay interviews reporting\escalating special cases for concerned parties for quick actions and coordinating for retention in case any, generating and presenting Stay interview results.

6. Conduct HR orientation for all the newcomers on Raya Holding, Raya Customer Experience, RCX SOD, and all the recognition programs, Salaries & benefits and the code of conduct.

7. Bonding with employees to assure their wellness during the SS, PK and certification phase and get their requests and inquiries if any, and working on solving them and reporting them to concerned parties to take the appropriate action

8. Responsible for Employee Engagement Survey participation, recommending needed action plan(s) on a site level, as well as conducting feedback sessions.

9. Prepare required reports (Stay Interview, Attrition and Retention) and communicate it with concerned management related to owned site

10. Work closely with all departments to agree, review and create the requested internal communication content.

11. Support the direct manager for planning annual events agenda targeting high employee engagement and to increase the employee satisfaction trends.

Areas Job Impacts:

• Impacts on Employee Satisfaction level and attrition rates

• Managing one site

Required skills, expertise & Knowledge:

Functional Level:

- Good Knowledge of Human Resources Functions, Principles and practices.

- Basic Knowledge of the COPC approaches and areas of audit related to the Human Resources function.

Business Level:

- Understanding of RCC policies and procedures.

- Understanding of RCC Culture and values

- Understanding of RCC statement of direction

Interpersonal Level:

- Strong Communication Skills

- Time Management

- Initiative and Dynamic

- Customer Service Orientation

- Sense of confidentiality.

- Very good Communication & Negotiation Skills 

- Quality Focus

Problem-Solving:

1. Thinking Environment - Freedom to Think: Thinking within very detailed and precisely defined rules and instructions and/or continually present assistance
2. Thinking Challenge: Identical situations requiring solution by simple choice of things learned

Language Skills:

- Arabic is mandatory

- English: B2

Grade: 10

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.

KEY RESPONSIBILITIES

• Take the financial responsibility for assigned accounts, including forecasts, assist with billing queues and invoice and account receivable issues. 
• Set and meet performance targets; participate with the upper management in designing performance key metrics and KPIs [All Lines]. 
• Plan to improve, develop and drive achieving the financial and non-financial objectives and frequently follow up the achievements with staff. 
• Pro-actively monitor service delivery to prevent revenue erosion realized from penalties or other items. 
• Optimize service offerings and implement initiatives to drive to consistent service delivery and portfolio growth throughout the assigned account meeting and exceeding objectives. 
• Follows the implementation approach for any new scope or change of scope required by the client
•  Maintaining an updated practices of COPC approaches and standards and follow up on the implementation to successfully meet the PST expectations. 
• Constantly update the service manual for assigned project and present this to the client for approval 
• Arrange for hiring calibration between the client and RCC HR then to ensure the profile agreed is maintained. 
• Set the operational objective for the assigned project (Account Advisors – Team Leaders & Account Managers) 
• Communicates with Call Center clients concerning the business / operational results 
• Applies operational, qualitative and business analysis of project operational processes
• Updates constantly service manual for assigned project and presents this to the client for approval
• Oversee all the activities of own team to ensure high performance levels and efficient implementation. 
• Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans. 
• Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives

Executive (Operational Training) - Task

Grade: 6

Key Responsibilities:

• Carrying out training needs analysis to identify the level of people's knowledge
• Designs course materials and other documents such as handouts, manuals and exercises
• Organizes courses to meet the needs of learners and demands of business
• Evaluates the effectiveness of the training and course outcomes
• Liaises with external course providers to be updated with latest Training techniques & program
• Abides to COPC approaches and requirements
• Leverage function performance to meet training metrics targets.
• Communicates regularly with Operations to tailor and deliver refreshment sessions based on quality reports presented.
• Provides pre-operational feedback to HR and OP on new agents and their fitness for performing duties required in their respective projects
• Evaluates agents' responsiveness to training and development.
• Logs in for minimum of 3 hours per quarter in his/her respective projects.
• Ensures training evaluation form is used by Trainees. 
• Acts as a Reference for calibration sessions.
• Acts as a gauge for TL and QA monitoring process and accordingly monitors them side by side to assure they are adhering to calibration process.
• Login specific hours.
• Performs other related duties

Required skills, expertise & Knowledge:

Functional Level:

High Sense of quality and precision in fulfilling duties and tasks

Striving to improve quality of Training through operational performance

Excellent knowledge of all company applications

 Business Level:   

Ability to understand specific Client requirement in relation to projects training needs

Commitment to ensure client and end user satisfaction through communicated results

Interpersonal Level

Effective Communication Skills

Have a proper level of emotional intelligence

Excellent Presentation skills

Problem-Solving:

Analytical Skills

Ability to spot problems

Use analysis for better understanding

Ability to map out an issue in a logical and consistent manner   

Location: Palm Strip

Grade: 7

Department: Operational Supporting Functions 

Interpersonal Skills:  Continuous learning - Idea Presentation and taking initiative - Customer Centricity - Functional Skills - Ownership 

Technical Skills:  Analytical Skills

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.

Job Responsibilities

• Executes plans and ensures effective implementation of schedules. 
• Administers Call Center Agents’ scheduling. 
• Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns. 
• Reconciles daily attendance with agents' schedule and time in/time out reporting in coordination with the Team leader.
• Create and deliver daily, weekly, and monthly WFM reports. 
• Communicate changes to scheduling to ensure suitable daily resource coverage. 
• Maintain running reports of attendance incidents. 
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.  Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed. 
• Ability to facilitate Daily Operations updates. 
• Manage non-productive time request process, ensuring activities are planned without impacting SLAs 
• Reports the operational violations to HR to implement the CC Code of Conduct. 
• Perform any additional related tasks.

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

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

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.

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 

Location: MTZ

SUB-FUNCTION: AR 

Reporting To: Accounting Supervisor

RESPONSIBILITIES: 

• Maintain on time billing & receipts on system& resolve collection discrepancies. 
• Follow up on collection and allocate payments & send weekly aging. 
• Booking monthly accrued & unearned revenue & amortize them. 
• Maintain accounts receivable customer files and records. 
• Investigate and resolve customer queries & Communicate with customers via phone, email, mail or personally. 
• Process adjustments & record WHT on time follow up on receipts collection. 
• Monthly revenue Closing batch & Build up monthly AR provision. 
• Maintain all reports according to deadlines in month-end & year end closing. 
• Assist with tax audits & quarterly audit as well. - 
• Dealing with customers & solve any discrepancies in the SOA or collections or any disputes. - 
• Participate in year-end audit & any AR tax inspection. KNOWLEDGE, SKILLS & PRO

Interpersonal Skills: Customer Centricity - Continuous learning - Functional skills - Idea and presentation skills - ownership 

Job Description

Manage amounts of inbound, outbound and chat transactions in a timely manner

Follow communication “scripts” when handling different topics.

Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.

Build sustainable relationships and engage customers by taking the extra mile

Job Requirements

B2 Portuguese and B1 English.

No experience is needed.

Excellent phone etiquette and excellent verbal, written, and interpersonal skills.

Ability to multi-task, organize, and prioritize work.

Foreigners are welcome to apply.

Package 

Salary 29K Gross Package

Rotational shifts either from 9 AM to 5 PM or from 5 PM to 1 AM

No Transportation

Abou Rawash location "6 Of October City"

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.

GRADE: 8

BAND:  Senior Professionals & Professionals

DEPARTMENT: Operations 

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

Experience in Automotive field is a Must.