Our Job Offers

GRADE: 11 

BAND: Supervisors & Team Leaders 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: Quality LINE OF BUSINESS Raya Customer Experience 

REPORTING TO: Manager 

REPORTING LINE TITLES DIRECT: Specialist 

INDIRECT: Sr. Executive – Executive

KEY RESPONSIBILITIES

 Review QA sizing and takes action regarding over and understaffing 

 Assure that the monitoring approach and end user satisfaction approaches are implemented on compliance basis across the year 

 Implement required changes to the monitoring and end user satisfaction approaches,  Reviews sample size and precision per project and addresses required actions based on those reviews 

 Review monitoring results per program and across sites 

 Attends new implementation kick-offs, assigns QAE to the newly implemented project and review the new scoresheets 

 Review and approves change of project scoresheets 

 Review quality variations from metrics and tracks to ensure root causes have been identified and improvement has been sustained. 

 Enhance QA reports and presentations based on business and operations needs 

 Address new ideas to Quality data standard system 

 Automate QA required templates and reports 

 Attends monthly QA-operations presentations and sets proper action plans with the account managers 

 Responsible for all client engagement duties, acting as a focal point for any business review, highlighting all quality assurance issue and advise with the appropriate action plan

INTERPERSONAL SKILLS 

Result Orientation - Operational Awareness - Building Networks - Coaching & Mentoring - Customer Centricity.

TECHNICAL SKILLS 

Communication skill – Decision-Making – Relations Management.

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 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

Location: Across Sites

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 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 
  

Location: ABS

Grade: 8

Department: Operations 

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

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

Language: English level A2.

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: 9

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

TECHNICAL SKILLS:  Analytical – My SQL – Microsoft Power BI – Python awareness.

KEY RESPONSIBILITIES:

1. Deploy transformations tools to improve the reports automations & the interactive dashboards with powerful business insights. 

2. Supervise and direct the operation of the performance for MIS-BI team & set the team unit objectives. 

3. Lead, Mentor, Coach, Develop, Evaluate and Train team members & Ensure Staff awareness and adherence to RCC’s code of conduct and internal related policies and procedures.

4. Manage BI tools & FTP’s folders to ensure tracking performance trends integrating multiple sources of data, and preparing business reviews and presentations 

5. Initiate Visual dashboards with an interactive insight to highlight the positive or negative trends that determine the effectiveness of operations and effect on business productivity and profitability

6. Conduct Automation opportunity analysis in order to maximize Raya CX service offering and value-added to its clients 

7. Communicate all Outcomes & agreed actions with the clients to improve project dashboards 

8. Creating automated on-time reports /PPT to support the decision-making process & Ensure audit the Client KPI’s Reporting related requirements are met across all projects 

9. Work cross-functionally as needed to enable data architecture and automations solutions that best meet the analytics and reporting needs of the business. 

10. Initiate a data-quality drivers to strategy used to improve processes for the most failed metric to Improve the performance, Develop, implement, & to be through the automation’s tools 

11. Providing the necessary information as the need arises to assist and support the implementation of all new project & Client KPI’s to the Customer Journey Maps comparing with VOC according to the prioritization approach

 12. Align with business owners that all business activities are benchmarked, and accurately measured on COPC benchmarking on an ongoing basis to maintain and improve performance to the required status.

GRADE: 8

DEPARTMENT: Operational Supporting Functions.

REPORTING TO:  Section Head

REPORTING LINE TITLES:  Analyst

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

TECHNICAL SKILLS:  Analytical – Computer.

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.