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GRADE: 9 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Operations 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Service Delivery Manager 

REPORTING LINE TITLES DIRECT: Team Leaders 

INDIRECT: Account Advisor

KEY RESPONSIBILITIES 

 Leading, training and managing team leaders of the account and handling any issues that may arise. 

 Achieving account objectives and goals while motivating account staff.

 Communicates client needs and demands to team leaders 

 Forecasts and tracks account performance metrics 

 Ensure the timely and successful delivery of service according to client needs and objectives

 Set team leaders and account advisors monthly objectives 

 Applies operational, qualitative and business analysis of account performance 

 Conduct process improvement opportunity analysis on all assigned projects in order to improve the performance 

 Translate the yearly clients feedback to actions aiming at improving the level of satisfaction of the client and meeting the communicated objectives

 Acts on negative feedback received from the QA department on the monthly end user satisfaction survey to ensure better results for the following month 

 Perform weekly on floor audit to ensure consistency in delivering the service to the end user across all advisors of the project 

 Maintaining updated practices of COPC approaches and standards and follow up on the implementation to meet the PST targets

 Follow up in daily basis the performance indicators and share the feedback to his team enclosed with the corrective and preventive actions recommended for enhancement and progress in all business platforms with solid acknowledgement regarding the team understanding and awareness towards all actions and implementation and oversee the fulfillment. 

 Align with other support functions and ensure that all business requirements are considered and contribute the HR team of performing the technical interviews to select the targeted criteria. 

 Audit on teams actions, orders and procedures; frequently conduct skip level meetings to insure equal chances of support upon his assigned team members and encourage healthy environment which lead to better opportunity of achieving the targets and benchmarks. 

 Supervise and direct operation team leaders and provide support - within the process frame - in the unusual case of escalations if any, and coach the team actions. 

 Communicates with the client concerning the business reviews, operational results and participate in client’s meetings and align to the general strategies and actions aiming to improving the level of satisfaction of the client and meeting the set CSS benchmark. 

 Ensure the 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.

LANGUAGE SKILLS

Arabic: Proficient

English: B2 up to C1

GRADE: 9 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Operations 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Service Delivery Manager 

REPORTING LINE TITLES DIRECT: Team Leaders 

INDIRECT: Account Advisor

KEY RESPONSIBILITIES 

 Leading, training and managing team leaders of the account and handling any issues that may arise. 

 Achieving account objectives and goals while motivating account staff.

 Communicates client needs and demands to team leaders 

 Forecasts and tracks account performance metrics 

 Ensure the timely and successful delivery of service according to client needs and objectives

 Set team leaders and account advisors monthly objectives 

 Applies operational, qualitative and business analysis of account performance 

 Conduct process improvement opportunity analysis on all assigned projects in order to improve the performance 

 Translate the yearly clients feedback to actions aiming at improving the level of satisfaction of the client and meeting the communicated objectives

 Acts on negative feedback received from the QA department on the monthly end user satisfaction survey to ensure better results for the following month 

 Perform weekly on floor audit to ensure consistency in delivering the service to the end user across all advisors of the project 

 Maintaining updated practices of COPC approaches and standards and follow up on the implementation to meet the PST targets

 Follow up in daily basis the performance indicators and share the feedback to his team enclosed with the corrective and preventive actions recommended for enhancement and progress in all business platforms with solid acknowledgement regarding the team understanding and awareness towards all actions and implementation and oversee the fulfillment. 

 Align with other support functions and ensure that all business requirements are considered and contribute the HR team of performing the technical interviews to select the targeted criteria. 

 Audit on teams actions, orders and procedures; frequently conduct skip level meetings to insure equal chances of support upon his assigned team members and encourage healthy environment which lead to better opportunity of achieving the targets and benchmarks. 

 Supervise and direct operation team leaders and provide support - within the process frame - in the unusual case of escalations if any, and coach the team actions. 

 Communicates with the client concerning the business reviews, operational results and participate in client’s meetings and align to the general strategies and actions aiming to improving the level of satisfaction of the client and meeting the set CSS benchmark. 

 Ensure the 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.

LANGUAGE SKILLS

Arabic: Proficient

English: Proficient

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: 9

Work Location: Maadi

Interpersonal Skills: 

• Result Orientation, Operational Awareness, Building Network, Customer Centricity, Coaching & Monitoring, Strategic Thinking, Management Skills and Leadership skills.

Key Responsibilities:

• Leading, training and managing team leaders of the account and handling any issues that may arise. 
• Achieving account objectives and goals while motivating account staff. 
• Communicates client needs and demands to team leaders
• Forecasts and tracks account performance metrics
• Ensure the timely and successful delivery of service according to client needs and objectives
• Set team leaders and account advisors monthly objectives
• Applies operational, qualitative and business analysis of account performance
• Conduct process improvement opportunity analysis on all assigned projects in order to improve the performance 
• Translate the yearly clients feedback to actions aiming at improving the level of satisfaction of the client and meeting the communicated objectives
• Acts on negative feedback received from the QA department on the monthly end user satisfaction survey to ensure better results for the following month
• Perform weekly on floor audit to ensure consistency in delivering the service to the end user across all advisors of the project 
• Maintaining updated practices of COPC approaches and standards and follow up on the implementation to meet the PST targets
• Follow up in daily basis the performance indicators and share the feedback to his team enclosed with the corrective and preventive actions recommended for enhancement and progress in all business platforms with solid acknowledgement regarding the team understanding and awareness towards all actions and implementation and oversee the fulfillment.
• Align with other support functions and ensure that all business requirements are considered and contribute the HR team of performing the technical interviews to select the targeted criteria. 
• Audit on teams actions, orders and procedures; frequently conduct skip level meetings to insure equal chances of support upon his assigned team members and encourage healthy environment which lead to better opportunity of achieving the targets and benchmarks.
• Supervise and direct operation team leaders and provide support - within the process frame - in the unusual case escalations if any and coach the team actions. 
• Communicates with the client concerning the business reviews, operational results and participate in client’s meetings and align to the general strategies and actions aiming to improving the level of satisfaction of the client and meeting the set CSS benchmark.
• Ensure the non-disclosure agreement is completely running with no fail.

Location: Maadi

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

Grade: 8

Location: Hurghada

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: 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 
• 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 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.

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: 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.

Location: Motamyez

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 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.