Our Job Offers

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.

GRADE 10 

BAND Supervisors & Team Leaders 

DEPARTMENT Hosting Management 

LINE OF BUSINESS Raya Customer Experience 

REPORTING TO Head of Hosting 

REPORTING LINE TITLES DIRECT Head of Hosting

KEY RESPONSIBILITIES 

• Accountable for managing the delivery of contracted outsourced services for HROs accounts including facility updates, information technology infrastructure, recruitment and payroll. 

• Primary point of contact regarding overall and day to day service delivery, acting as referral point for client issues, escalations and complaints. 

• Provide full support to HRO accounts in areas of agreements and contract, ensuring high level of service quality deliverables. 

• Resolve Daily issues of a complex scope that impact the business and overall business objectives. 

• Liaison with concerned teams/support teams to ensure smooth and immediate response and communication as needed. 

• Works with and drives forward improvements within the managed teams and produce recommendations for service improvements. 

• Builds and maintains strong client relationship keeping a running client engagement activities; meetings, calibrations and sharing client feedbacks 

• Ensure appropriate metrics and trends are collected, analyzed and delivered to management to ensure continuous improvement of service delivery. 

• Demonstrate and develop an understanding of customer and business needs in contract.

INTERPERSONAL SKILLS 

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

TECHNICAL SKILLS

• Communication skills 
• Computer skills 
• Financial Skills 
  

Grade: 10

Location: MTZ

Reporting To: Procurement Manager

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

TECHNICAL SKILLS: Communication skills – Computer skills – Financial Skills

Responsibilities:

• Ensures employer obtains quality products for competitive prices in a timely manner
• Liaises with key company employees to determine their products and service needs
• Researches new products and services to meet company’s goals
• Devising and using fruitful procurement and sourcing strategies.
• Finalize purchase details of orders and delivers.
• Collaborate with key persons to ensure clarity of the specifications and expectations of the company.
• Comparing prices of goods from different suppliers, analyzing sales patterns and inventory levels of existing
• stock and staying up to date on market changes that can affect the supply and prices of good.
• Responsible for preparing and processing purchase orders in accordance with his organization’s policies and
• procedures.
• Partner with stakeholders to ensure clear requirements documentation.

• Perform cost and scenario analysis and benchmarking

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 

BAND: Senior Professionals & Professionals

DEPARTMENT: Human Resources 

LINE OF BUSINESS: Raya Customer Experience 

Location: Hurghada

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

TECHNICAL SKILLS : Negotiation Skills – Computer Skills

KEY RESPONSIBILITIES

• Establish recruiting requirements by studying and planning for the organization business plan, and work proactively to fulfill all vacant positions. 
• Identify all needs of replacement positions or expansion requests and work on their hiring.
• Identify applicant requirements for each job by studying job descriptions and job qualifications. 
• Track and report all recruiting & hiring processes and follow continuous improvement targets. 
• Lead the creation of a recruiting and interviewing plan for each vacant position including posting the job, coordinating all required tests & assessments, all interviews and the job offer in case of acceptance or feedback in case of rejection or pipeline.
• Evaluates applicants by discussing Job requirements and applicant with managers; interviewing applicants on consistent set of qualifications. 
• Develop a pool of qualified candidates in advance of need and prepare a pipeline for RCC operational sites from different Languages. 
• Research and recommend new sources for active and passive candidate recruiting.

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 

GRADE:11

Location: MTZ

RESPONSIBILITIES:

• Assist in managing and supervising call center teams across shifts.
• Monitor call center metrics (AHT, FCR, CSAT, etc.) and take corrective actions when needed.
• Support hiring, training, and coaching of customer service agents.
• Handle escalated customer issues and ensure timely resolution.
• Collaborate with the Call Center Manager to implement process improvements.
• Conduct performance reviews and give regular feedback to team leaders.
• Ensure compliance with company policies and quality standards.
• Generate and analyze reports to assess efficiency and team performance.
• Step in for the Call Center Manager in their absence.

Qualifications:

• Experience: 3 up to 7 years in a call center environment, with at least 1 year in a supervisory or team lead role.
• Skills: Excellent communication, problem-solving, and conflict resolution skills.
• Technical Knowledge: Familiarity with CRM systems, call center software, and performance metrics.
• Leadership Abilities: Strong team management, coaching, and motivational skills.
• Education: Bachelor’s degree in Business, Communications, or a related field (preferred).

• Flexibility: Ability to work in shifts.

Location: MTZ

Grade: 8

Department: Operations 

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

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

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.

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.

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.

Location : MTZ

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     

Grade: 7

Location: Maadi

Department: Supporting Functions 

Reporting to:  Specialist 

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

Technical Skills:  Analytical Skills

Language Needed: English A2

Gender: Males

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 CC Code of Conduct. 
• Perform any additional related tasks.

Grade: 6

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

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 for the D-sat / C-sat based on the calibration. 
• Following up on the project's action plan to ensure fulfillment is done accurately.