Our Job Offers

Grade: 7

Location: Across

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: 6 (Task)

DEPARTMENT: Operations 

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

TECHNICAL SKILLS:  Team Management – Decision Making – Analytical

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.

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: 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: 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.

Grade: 8

Location: MTZ

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

Technical Experience: Must have a technical background

Language Needed: English C1

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.

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

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
• Researches new products and services to meet company’s goals
• Devising and using fruitful procurement and sourcing strategies.
• Finalize purchase details of orders and payments.
• Work with vendors to ensure clarity of the specifications and expectations of the company.
• Comparing prices of goods from different suppliers, analyzing sales patterns and inventory levels.
• Responsible for preparing and processing vendors evaluations and performance surveys

Location: Maadi

Grade: 9

Department: Operations 

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

Technical Skills: Strategic Thinking, Management Skills and Leadership skills.

Language: English level B2.

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:

• 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: MTZ

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 B2

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.