Our Job Offers

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

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.

Grade: 7

Location: MTZ

Department: Workforce Management 

Reporting to:   Workforce Supervisor 

Language Needed: English B2

Shifts: 24/7 Rotational

Existing RTMs 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.

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).

Account Advisor - Riyadh

Qualifications:

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 12 

BAND Line Managers

DEPARTMENT Finance 

SUB-FUNCTION Accounting 

LINE OF BUSINESS Raya Customer Experience 

REPORTING TO SR. Manager 

REPORTING LINE TITLES DIRECT:  Accounts payable /General ledger specialist 2 and 1 Accounts Payable accountant 

INDIRECT Accountant

KEY RESPONSIBILITIES 

1. Ensure an accurate and timely month end close by providing leadership and support to the accounting close process. 

2. Establish and enforce proper accounting policies and principles. 

3. Assist in development and implementation of new procedures to enhance the workflow of the department. 

4. Responds to inquiries from other departments regarding financial results, special reporting requests and the like. 

5. Managing annual/quarterly external audit. Coordinate with other auditors as needed. 

6. Manage Internal audit requirements for the accounting area. 

7. Special projects and other duties as assigned by Finance director and CEO. 

8. Manage taxation and tax inspection requirements with the tax consultant. 

9. Ensure an accurate and timely month end per project reports through supervising the task and facilitate the flow of the report preparation. 

10. Oversee all payment transactions such as ACH, wires, paper checks. 

11. Oversee data entry, validation, and processing of various types of invoices like general overhead, subcontractor, and employee travel reimbursements. 

12. Keep track of the status of all transactions taking place within the company and external vendors and contractors. 

13. Be active on the customer service side, communicating promptly and accurately with all stakeholders.

14. Manage functions like maintaining the general ledger, accounts payable and project accounting. 

INTERPERSONAL SKILLS

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

TECHNICAL SKILLS 

• Must have substantial ERP AP system experience. 
• Advance MS office and power BI
  

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: 8

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 -

Gender:   Males Grads Only

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.

Grade: 9

English Level: B2

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.

Grade: 8

Location: Crystal Plaza

Department: Operations 

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

Technical Skills:  QA Focus - Operational Awareness - Coaching and Mentoring

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: 9

Eligible Applicants:

• Passed 6 months in their last account/project.
• No Active Misconducts.
• Grades 8 & 9 are only eligible to apply

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

Technical Skills: Communication skills - Negotiation Skills – Relations Management

Language: English level B2 or higher

KEY RESPONSIBILITIES

• Track project’s adherence to target and process; escalate gaps as needed.
• Review all related metrics to enhance results and recommend solutions.
• Ensure all targets are being followed and evaluate the performance accordingly.
• Ensure failures and potential failures are reviewed and action plans are set.
• Ensure all quality-related metrics are being analyzed and variations are minimized.
• Oversee all activities of own team to ensure high-performance levels and efficient implementation of procedures.
• Responsible for all business reviews with clients and internal stakeholders to ensure all actions are in place.
• 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.