Our Job Offers

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.

KEY RESPONSIBILITIES:

 Ensure incoming incidents are categorized, logged and resolved in a timely fashion and within the agreed SL to ensure meeting/exceeding the targets of the KPIs and aiming at the client satisfaction and avoid receiving any negative feedback. 

 Resolve software and hardware inquires and install, maintain, troubleshoot, support and repair desktop/laptop hardware and software. 

 Identify and publish internal solutions to solve problems and troubleshoot system and network problems and diagnose and solve network hardware/software faults and collect information/DB about nodes for future use; installing network devices. 

 Initiate/Manage user accounts across multiple systems including the email accounts and troubleshot/resolve profile issue for the operations agents only. 

 Work on the backup servers/recovery systems in order to restore any missing data when it is crucial and importantly required for continuing the business. 

 Assist users with wireless and remote access. 

 Handle all AVAYA issues including upgrading AVAYA firmware and configuring AVAYA [hardware/software] platforms to open the communication channel in between the client and the internal scope. 

 Assist in selecting and deploying new technology to support organizational goals and objectives. 

 Proactively monitor the performance of the machines and ensure that all of them are properly operating and ready for service; or should perform direct maintenance if failure was figured out.

 Handle operating system installation and ensure the system is configured based the client requirement. 

 Support business needed applications and escalate issues to the second line resolver group if not fixed. 

 Monitor infrastructure and conducts frequent health check up on computer hardware/software and execute preventive maintenance plans. 

 Apply the support for other team members and act as first guideline for various difficult and unusual technical issues. 

 Train and assist new joiners and contribute in tracking and reporting the performance till covering the learning curve and proactively learn and train other staff members on new technologies.

Grade: 8

Department: Operations 

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

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

Language Needed: B1

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 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: 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: 8

Location: MTZ

Shifts: Rotational 24/7

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 B2

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: 7 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: Quality 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Specialist 

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 effectiveness of delivering the service; validating and justifying 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. 

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

TECHNICAL SKILLS: Analytical – Computer

GRADE: 7

BAND: Senior Professionals & Professionals 

DEPARTMENT: Information Technology 

SUB-FUNCTION: Help Desk 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Specialist 

KEY RESPONSIBILITIES

 Ensure incoming incidents are categorized, logged and resolved in a timely fashion and within the agreed SL to ensure meeting/exceeding the targets of the KPIs and aiming at the client satisfaction and avoid receiving any negative feedback. 

 Resolve software and hardware inquires and install, maintain, troubleshoot, support and repair desktop/laptop hardware and software. 

 Identify and publish internal solutions to solve problems and troubleshoot system and network problems and diagnose and solve network hardware/software faults and collect information/DB about nodes for future use; installing network devices. 

 Initiate/Manage user accounts across multiple systems including the email accounts and troubleshot/resolve profile issue for the operations agents only. 

 Work on the backup servers/recovery systems in order to restore any missing data when it is crucial and importantly required for continuing the business. 

 Assist users with wireless and remote access. 

 Handle all AVAYA issues including upgrading AVAYA firmware and configuring AVAYA [hardware/software] platforms to open the communication channel in between the client and the internal scope. 

 Assist in selecting and deploying new technology to support organizational goals and objectives. 

 Proactively monitor the performance of the machines and ensure that all of them are properly operating and ready for service; or should perform direct maintenance if failure was figured out. 

 Handle operating system installation and ensure the system is configured based the client requirement. 

 Support business needed applications and escalate issues to the second line resolver group if not fixed. 

 Monitor infrastructure and conducts frequent health check up on computer hardware/software and execute preventive maintenance plans.

INTERPERSONAL SKILLS

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

TECHNICAL SKILLS

Communication skills – Computer skills 

LANGUAGE SKILLS 

Arabic:  Proficient

English:  Advanced 

PROFESSIONAL EXPERIENCE:  1 year of experience

EDUCATIONAL BACKGROUND:  Bachelor degree (Preferably in Engineering or Information Technology)

Location: Down Town

Grade: 7

English Level: A2

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.

Raya CX is currently hiring " Investments & Investor Relations Associate"

What will you do ?

• Prepare and present reports and presentations to senior executives and stakeholders, providing insights and recommendations on potential M&A opportunities.
• Develop financial models, valuation analysis, and investment memoranda to support decision-making processes.
• Collaborate with legal, finance, and other internal teams to structure and negotiate deal terms, including purchase agreements, financing arrangements, and other legal documents.
• Conduct thorough due diligence on potential targets, analyzing financial statements, market trends, competitive landscape, and other relevant factors.
• Support post-merger integration activities, working closely with cross-functional teams to ensure a smooth transition and achieve synergy targets.
• Stay informed about industry trends, competitive landscape, and regulatory changes that may impact M&A activities.
• Monitor the performance of portfolio investments, track market developments, and provide regular updates to the investment team. Investor Relations:
• Respond to requests for information from financial media, research analysts and investors.
• Develop an IR kit (annual report, quarterly earnings releases, and investor presentations) to be distributed in investor events and analysts’ meetings.
• Participate in planning and directing the development and communication of informational programs/events to maintain favorable public and stockholder perceptions of the group’s activities and performance.
• Manage expectations and keep a close eye on the financial and operational forecasts circulating in the marketplace
• Establish and maintain cooperative communication and relationships with regulatory authorities, brokerages companies, and other relevant financial institutions.
• Preparing the logistics and required material for Ordinary/Extra-ordinary shareholder general assembly meetings as well as the Board of Directors meetings.
• Participate in developing and constantly updating the Corporate Governance Code for the Group.
• Assist in maintaining the Investor Relations bilingual website, to be up-to-date with all relevant corporate disclosures.
• Analyze and summarize financial as well as operational information and KPIs developed internally and externally about industry and company.
• Support in the evaluation of market and peer data o Confer with other managers to identify market trends and key operational metrics to provide advice on business decisions.
• Provide daily reports on company’s trading activity as well as market developments.
• Support in the administration, archiving, and filling system of IR department

What will you need ?

• Proven track record in M&A, Equity Capital Markets and Debt Capital Markets transactions is a plus.
• Strong analytical and financial modelling skills - ability to prepare comprehensive reports and investment decks.
• Proficiency in Microsoft office, particularly in: Word, PowerPoint, and Excel
• 1-3 years of professional working experience in the fields of corporate finance, investment banking, private equity, or investor relations.
• Proven track record in M&A, Equity Capital Markets and Debt Capital Markets transactions is a plus.
• Certification in an investment related discipline such as the CFA is a plus

Industry

• Outsourcing/Offshoring

Employment Type

Full-time

Grade: 9

Work Location: Across Sites

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: 11

BAND: Supervisors & Team Leaders 

DEPARTMENT: Information Technology 

SUB-FUNCTION: Digital Services 

LINE OF BUSINESS: Raya Customer Experience

REPORTING TO: Digital Solutions Manager

KEY RESPONSIBILITIES:

1.     Lead the planning, execution, and delivery of complex technical projects from initiation to closure.

2.     Define project scope, objectives, deliverables and requirements in collaboration with stakeholders.

3.     Gather, analyze, and document business requirements using techniques such as interviews, workshops, and surveys.

4.     Develop and maintain detailed documentation, including business requirements documents (BRD), use cases, user stories, and process flows.

5.     Develop detailed project plans, schedules, and budgets to track progress and ensure project milestones are met.

6.     Coordinate resources, including personnel, equipment, and materials, to support project requirements.

7.     Identify and mitigate project risks, proactively addressing issues to minimize impact on project timelines and deliverables.

8.     Facilitate communication and collaboration among cross-functional teams, ensuring alignment on project goals and priorities.

9.     Provide technical guidance and support to team members, leveraging expertise to resolve technical challenges and drive innovation.

10.  Monitor project progress, track key performance indicators, and report on project status to stakeholders and management.

11.  Manage project budget and expenses, tracking expenditures and ensuring adherence to financial constraints.

12.  Provide training and support to end-users to ensure successful adoption of new systems or processes.

13.  Conduct user acceptance testing (UAT) to validate that solutions meet business needs and requirements.

14.  Conduct post-project reviews to evaluate outcomes, identify lessons learned, and make recommendations for process improvements.

INTERPERSONAL SKILLS:

·       Excellent leadership

·       Strong written, verbal, and presentation skills.

·       Outstanding oral and written communication skills.

·       Analytical mindset.

·       Strategic Thinking.

·       Excellent Negotiation Skills.

TECHNICAL SKILLS:

·       Proven experience in Technical Project Management, managing complex technical projects from initiation to closure.

·       Strong understanding of project management methodologies, tools, and techniques.

·       Solid technical background, with experience in software development, IT infrastructure, or related technical domains.

·       PMP and CBAP certifications are preferred.

·       Proficiency in project management software such as Microsoft Project

·       Call Center industry background is plus.

LANGUAGE SKILLS:

Arabic: Proficient

English: Proficient

PROFESSIONAL EXPERIENCE:

3-5 prior experience in technical project management.

EDUCATIONAL BACKGROUND:

Bachelor's Degree in Computer Science, Information Systems, or related fields