Our Job Offers

GRADE: 8

BAND:  Senior Professionals & Professionals

DEPARTMENT: Operations 

REPORTING TO:  Account Manager

REPORTING LINE TITLES:  Account advisor  

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 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.

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

TECHNICAL SKILLS:  Team Management – Decision-Making – Analytical

Location: Maadi

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 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: 7

Location: CP

Department: Workforce Management 

Reporting to:   Workforce Supervisor 

Language Needed: English B1 

Gender: Grad Males Only.

Job Responsibilities

• Perform Segregation of Duties (SOD) checks ensuring access requested does not have conflict with existing accesses and manual job responsibilities. Accuracy is of the essence. 
• Provisioning of system access based upon the approved Undertaking Request Forms 
•  Review weekly movement reports ensuring transfer employee's system access is up-to-date and terminated user's system access is revoked on time. 
•  Raise access termination requests and other requests pertaining to operations existing and incoming new tools
•  Extract the User Access data from the source systems ensuring the data is complete and accurate. 
•  Maintaining on time of user deletion. 
•  Administers Call Center Agents’ scheduling. 
•  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. 
•  Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.

GRADE: 12

BAND: Line Managers

DEPARTMENT: Operations 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Operations Director 

REPORTING LINE TITLES:

• DIRECT: Service Delivery Manager – Account Manager 
• INDIRECT: Team Leader – Account advisor 

KEY RESPONSIBILITIES 

• Defines and develops operating approaches to ensure call center standards and requirements are met. 
• Manages operations through performance metrics management tools that identify deviation from target and ensure that corrective action is taken based on the RCA approach
• Ensures that RCC end user privacy policy is properly and consistently implemented. 
• Provides Leadership to a large and diverse staff and ensures that everyone works towards a unified vision. 
• Ensures that department budget goals are met and maintained through: - Proper control of equipment and personnel costs - Maintaining existing account revenue levels 
• Maintains monthly operation reports reflecting all indication figures across all projects and presents to management. 
• Ensures that manpower succession plans are in place and implemented effectively 
• Meet call center financial objectives by estimating requirements in order to increase the GP based on a prior planned actions and managing the revenues and COGs; preparing an annual budget; scheduling expenditures; proper control of equipment and personnel costs; initiating corrective actions and avoiding the penalties. 
• Ensure the invoice generation; validating all terms; following up with the client on the cycle till receiving the confirmation on the invoice and the certification. 
• Negotiate and own all agreements with the client regarding the invoice roles or amendments required for better business experiences. 
• Maintain and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. 
• Maintaining updated practices of COPC approaches and standards and follow up on the implementation to successfully meet the PST expectations. 
• 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
  

INTERPERSONAL SKILLS:

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

TECHNICAL SKILLS:

• Analytical. 
• Financial.

PROFESSIONAL EXPERIENCE:  8 years.

MANAGEMENT EXPERIENCE:  4 years.

Grade: 8

Location: ABS

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 and Arabic

Sales Experience is a must

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 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Human Resources 

SUB-FUNCTION: OD & PM 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Senior Supervisor OD & PM

KEY RESPONSIBILITIES 

•Maintain updated versions of RCX organization charts and escalate any arising issues. 

• Handle job analysis activities and manage the outcomes (e.g., job descriptions, job titles, system updates). 

• Prepare and consolidate probation cases based on performance results, validating them according to internal policies. 

• Assist in developing and implementing organizational performance improvement plans. 

• Develop and maintain dashboards and performance metrics reporting, including trend analysis. 

• Provide guidance and support to managers and employees on performance management-related issues. 

• Conduct training sessions and workshops on performance appraisal techniques and goal setting. 

• Collaborate with HR partners to develop and implement competency frameworks and career development programs. 

• Design and implement performance management frameworks, analyze performance data, and provide insights for continuous improvement. 

• Assist in facilitating organizational change initiatives and support additional performance management and organizational development activities as needed to ensure alignment with organizational goals and objectives.

INTERPERSONAL SKILLS

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

TECHNICAL SKILLS

• Microsoft Visio 
• Statistical Analysis 
• Report Writing  
• Advanced Excel & Analytical 
• Creativity 
• Data visualization  
• Negotiation Skills

LANGUAGE SKILLS

• Arabic: proficient
• English: proficient

PROFESSIONAL EXPERIENCE

• 1-3 years of experience

EDUCATIONAL BACKGROUND

• Bachelor Degree in Business Administration or Human Resources
  

GRADE: 8

DEPARTMENT: Operational Supporting Functions.

REPORTING TO:  Section Head

REPORTING LINE TITLES:  Analyst

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.

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

TECHNICAL SKILLS:  Analytical – Computer.

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: CP 

Grade: 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 C1

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.

KEY 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: 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

Language Needed: English B1

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: 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