Our Job Offers

Grade: 8

Location: CP 

Department: Operations 

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

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

Language Needed: B1+ up to 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.

Location: Down Town 

Shared QAE for

•  Jetour,
• Maneast
• Sabbour Properties

Grade: 7

Eligible Applicants:

• Passed 6 months in their last account/project.
• No Active Misconducts.
• 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 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

Role Description

This is a full-time on-site role as an Account Advisor (English Account) at RAYA CX located in Giza. The Account Advisor will be responsible for providing expert and comprehensive customer support by responding to inquiries related to billing, technical issues, product usage, and processing orders. The role also involves maintaining a high level of professionalism while working closely with customers in a fast-paced environment to provide them with the best possible service and technical support.

Qualifications

• Bachelor's or Master's degree in any discipline
• At least 6 Month of experience in customer service
• Excellent verbal and written communication skills in English
• Strong problem-solving skills and the ability to multitask in a fast-paced environment
• Ability to work effectively in a team environment
• Proficiency in Microsoft Office Suite and other relevant software applications
• Experience with customer relationship management (CRM) tools is preferred but not required
• Willingness to work flexible hours
• Keen attention to detail and ability to meet tight deadlines

Grade: 7

Location: MTZ

Department: Workforce Management 

Reporting to:   Workforce Supervisor 

Language Needed: English B2

Shifts: 24/7 Rotational

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: 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.

Title: Executive (Operational Training)- Task 

Grade: 6 

Department / Sub Department: Operational Training 

Reporting To: Operational Senior Executive

Job Purpose: Designs and delivers training courses in for employees working in the Call Center Operations aiming at leveraging their skills and improving their performance. 

Key Responsibilities: 

• Carrying out training needs analysis to identify the level of people's knowledge
• Design course materials and other documents such as handouts, manuals, and exercises 
• Organizes courses to meet the needs of learners and the demands of business 
• Evaluates the effectiveness of the training and course outcomes 
• Liaises with external course providers to be updated with the latest Training techniques & program 
• Abides to COPC approaches and requirements 
• Leverage function performance to meet training metrics targets.
• Communicates regularly with Operations to tailor and deliver refreshment sessions based on quality reports presented.
• Provides pre-operational feedback to HR and OP on new agents and their fitness for performing duties required in their respective projects 
• Evaluate agents' responsiveness to training and development.
• Logs in for a minimum of 3 hours per quarter in his/her respective projects.
• Ensures training evaluation form is used by Trainees. 
• Acts as a Reference for calibration sessions.
• Acts as a gauge for TL and QA monitoring process and accordingly monitors them side by side to assure they are adhering to the calibration process. 
• Login specific hours. 
• Performs other related duties

GRADE: 8

BAND: Senior Professionals & Professionals 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: Quality 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Specialist 

INTERPERSONAL SKILLS:

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

TECHNICAL SKILLS: 

Analytical – Computer 

 KEY RESPONSIBILITIES

•  Monitor either remotely or on a recorded basis and evaluates agents, team leaders & Trainers' performance (script, data, process consistency, product knowledge, and behavior) for all transactions to ensure quality service.
• Implement quality assurance standards, evaluate adequacy of quality assurance and standards
• Oversee all verification processes (Calibrations, Quizzes, tests, certifications & quality induction).
• Identify failures and potential failures to recommend action plans/preventive actions and communicate results with the concerned management.
• Identify quality variations from metrics and documents related to quality issues/cases.
• Validate and brief the investigations team when required, and ensure accurate, meaningful reports are prepared within previously agreed timescales, and support and advise the project’s stakeholders on all issues relating to quality compliance
• Carry out the responsibility of gauge scoring for quality executives, team leaders, and trainers.
• 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  

Location: Palm strip

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
• 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 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Information Technology 

SUB-FUNCTION: Network 

LINE OF BUSINESS: Raya Customer Experience

REPORTING TO: Manager 

KEY RESPONSIBILITIES:

 Responsible for the implementation, maintenance, administration and integration of the corporate WAN, LAN and server architecture.

 Responsible for implementation and administration of network security hardware and software. 

 Enforcing the network security policy and complying with requirements of external security audits and recommendations. 

 Responsible about national and international providers for solving network connection issues. 

 Provide PRTG network performance report on weekly basis for all networking and security components. 

 Familiar with ACS, ISE, Prime, PRTG, Stealth Watch, ASA, Firepower and Fortigate. 

 Configure and maintaining Cisco Access controllers with Cisco Air Wireless devices plus Meraki Wireless solution. 

 Develop and instigated procedures for secure remote access, business continuity and disaster recovery. 

 Ensured the continuous availability of critical system functions at all times with 99 percent uptime SLA. 

 Identified and patched hundreds of security vulnerabilities in production servers and network hardware. 

 Minimized production power requirements and server/network loads on critical infrastructure.

KNOWLEDGE, SKILLS & PROFESSIONAL EXPERIENCE 

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

TECHNICAL SKILLS: Communication Skills – Critical thinking Skills – Analytical Skills – Coding Skills.

PROFESSIONAL EXPERIENCE:  

1. CCNP R&S, CCNP Security is a must.
2. ITIL Foundation is a must.

LANGUAGE SKILLS:  

English: Proficient

Location: Across Sites

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.
• 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.