Our Job Offers

Location: Motamyez

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 B1 up to 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: 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: 6

Department / Sub Department: Operational Training

Line of Business: Contact Center

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
•  Designs course materials and other documents such as handouts, manuals and exercises
•  Organizes courses to meet the needs of learners and demands of business
• Evaluates the effectiveness of the training and course outcomes
• Liaises with external course providers to be updated with 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
• Evaluates agents' responsiveness to training and development.
• Logs in for 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 calibration process.
• Login specific hours.
• Performs other related duties

Required skills, expertise & Knowledge:

Functional Level:

• High Sense of quality and precision in fulfilling duties and tasks
• Striving to improve quality of Training through operational performance
• Excellent knowledge of all company applications

Business Level:

• Ability to understand specific Client requirement in relation to projects training needs
• Commitment to ensure client and end user satisfaction through communicated results

Interpersonal Level:

• Effective Communication Skills
• Have a proper level of emotional intelligence
• Excellent Presentation skills
• Problem Solving:
• Analytical Skills
• Ability to spot problems
• Use analysis for better understanding
• Ability to map out issue in a logical and consistent manner

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.

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 Skills - Ideas presentation and taking initiative - Customer Centricity - Continuous Learning - Results Orientated - Presentation skills

Language: English level B2

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.

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 requires 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 projects action plan to ensure fulfilment is done accurately

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: 8

DEPARTMENT: Operational Supporting Functions.

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

TECHNICAL SKILLS:  Analytical – Computer.

Technical Requirement:

• Strong skills in Excel (pivot tables, VLOOKUP/XLOOKUP, macros, formulas).
• MUST have experience in using Power Query
• Experience with data visualization tools using BI.
• Knowledge of DAX
• Knowledge of reporting and dashboard creation.
• Understanding of KPIs, metrics, and SLA tracking.

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.

GRADE: 7

Location: Across sites

DEPARTMENT: Information Technology 

SUB-FUNCTION: Help Desk

 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.

Recruitment:

•  Ownership skills
• Functional Skills 
• Ideas presentation skills
• Taking initiative skills
• Continuous Learning skills
• Customer Centricity skills
• Minimum Experience 1 year
  

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.