Our Job Offers

Location: Maadi

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.
• Achieved quality Figures for their Accounts in the last 3 months.

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

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: 10

BAND:  Senior Professionals & Professionals

DEPARTMENT:  Project Management

REPORTING TO: Project Management Manager

KEY RESPONSIBILITIES:

1. Develop project plan & identifies the required tasks to reach the desired output and objectives through identifying client’s requirements, setting authority matrix & preparing materials related to project’s technical details
2. Monitor & review project’s development activities and participate in the verification and validation process to ensure adherence to time plans
3. Analyze business cycles and requirements in accordance with the project scope of work and applies necessary actions to support all processes 
4. Conduct regular meetings with clients to review and discuss end results to ensure alignment and satisfaction 
5. Regularly apply analysis of project process and conduct improvement opportunity analysis in order to maximized profit and provide value added to clients 
6. Responsible for project’s financial files during the implementation phase

INTERPERSONAL SKILLS:

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

TECHNICAL SKILLS:

Communication skills – Computer skills – Financial Skills

LANGUAGE SKILLS:

Arabic: Proficient

English: Proficient

PROFESSIONAL EXPERIENCE:

 2-4 years

EDUCATIONAL BACKGROUND:

• Bachelor's degree 
• PMP certificate is an added plus by

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: 7

Location: Maadi

Department: Workforce Management 

Reporting to:   Workforce Supervisor 

Language Needed: English B1 

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: 12 

BAND: Line Managers 

DEPARTMENT: Commercial 

SUB-FUNCTION: Marketing 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Marketing Senior Manager

KEY RESPONSIBILITIES

1. Responsible for planning, developing and implementing the overall organization marketing and communication strategy 

2. Orchestrating content strategies across all online platforms to drive leads, subscribers and brand awareness 

3. Optimize our leads capturing mechanism in terms of website, web forms, chatbot (Ray), auto-responders, and the IVR 

4. Content Marketing management: creating various types of content such as case studies, white papers, infographics, guides, blogs, interviews, etc. Starting from the ideation, writing, visualizing and post publishing review 

5. Develop an editorial calendar highlighting our matrix of digital services, tailored to our target markets and our thought leadership 

6. Edit٫ proofread٫ improve٫ and deliver engaging content 

7. Generate ideas to increase engagement٫ while receiving and responding to feedback from the targeted audience 

8. Implementing SEO best practices 

9. Increase web traffic and brand awareness through the marketing of content online 

10. Ensure a diverse web presence by sharing content through a multiplicity of channels 

11. Promoting our brand at trade shows and major industry-related events, 

12. Overseeing branding, advertising, and promotional campaigns 

13. PR and corporate communications management, 

14. Events, awards and recognitions: planning and managing our participation and branding image 

15. Act as a brand guardian for the brand image across all corporate channels

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

TECHNICAL SKILLS:  Communication skills – Content/Copy Writing Skills.

Location: MTZ

Grade: 8

Department: Operations 

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

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

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: 8

Location: Across Sites

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

Technical Skills: 

• Ability to work in rotating shifts as needed as necessary
• Ticketing and service desk tools
• Windows OS, Chrome OS and basic macOS support
• Microsoft 365 and email systems
• Active Directory user administration (basic)
• Remote support and deployment tools (SCCN, Intune, etc…)
• Basic networking fundamentals (LAN/WAN/Wi-Fi connectivity, Switches, Routers)
• Basic understanding of voice/softphone applications (VOIP knowledge, protocols, etc…)

Responsibilities:

Service Desk Operations & Ticket Management

• Serve as the first point of contact for IT support requests via ticketing systems, email, phone, or chat.
• Log, categorize, prioritize, and resolve incidents and service requests in line with ITIL practices and SLAs.
• Ensure accurate ticket updates, resolution notes, and timely closure.
• Escalate unresolved or complex issues to appropriate L2/L3 teams while maintaining ownership and follow-up.

End-User Support (Hardware & Software)

• Provide troubleshooting and support for end-user hardware, including desktops, laptops, peripherals, and accessories.
• Support operating systems and common business applications.
• Assist with software installation, configuration, and basic troubleshooting.
• Support remote and onsite users using approved remote support tools.

User Account & Access Administration

• Create, modify, and deactivate user accounts in Active Directory and related systems.
• Reset passwords, manage group memberships, and support basic identity and access management tasks.
• Assist with onboarding and offboarding activities following security and HR procedures.

Collaboration & Productivity Tools

• Support email services and Microsoft 365 tools, including Outlook, Teams, OneDrive, and SharePoint.
• Assist users with mailbox configuration, access issues, and basic collaboration features.
• Support soft phone and hard phone front-end user issues (basic voice client troubleshooting).

Systems Monitoring & Basic Administration

• Monitor IT systems, endpoints, and services using approved monitoring tools.
• Identify and report alerts, incidents, or performance issues to senior teams.
• Perform basic system checks and health verification as per documented procedures.

Delegated L2 Support Activities

• Perform delegated tasks from L2 teams in network, systems, and security areas under supervision.
• Execute predefined scripts, standard changes, and routine administrative activities.
• Support basic network connectivity troubleshooting (wired and wireless) at the user level.

Documentation & Knowledge Management

• Maintain accurate documentation for resolved issues, procedures, and FAQs.
• Contribute to the service desk knowledge base and operational runbooks.
• Follow standard operating procedures and update documentation when changes occur.

Customer Experience & Continuous Improvement

• Deliver professional, courteous, and customer-focused support at all times.
• Ensure compliance with IT policies, security guidelines, and data handling standards.

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 
  

KEY RESPONSIBILITIES:

• Keeping track of all payments and expenditures, including payroll, purchase orders, invoices, statements, etc. 

• Reconciling processed work by verifying entries and comparing system reports to balances 

• Maintaining historical records 

• Paying vendors by scheduling pay checks and ensuring payment is received for outstanding credit; generally responding to all vendor enquiries regarding finance • Preparing analyses of accounts and producing monthly reports 

• Continuing to improve the payment process 

• Ensuring that financial information complies with professional and regulatory standards. 

• Aligning general ledger accounting practices to support budgeting and forecasting. 

• Entering financial data such as accruals, deferrals, reclassifications, and interdepartmental entries into the ledger on a monthly basis, as well as preparing reports. 

• Review and record all the received invoices either on the ETA portal or internally on a daily basis and ensure the proper documentation. 

• Conduct fixed assets physical check 

• Assign tag numbers to fixed assets.

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.