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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)

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: 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

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

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 KPIs are met (daily/weekly/monthly) 
• Manages difficult calls by acting as the first line of escalation 
• Coordinates, as needed with all supporting functions 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 the Advisor's efficiency with required SLAs and occupancy targets 
• Logs and acts on client’s requests 
• Communicate 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 actions on time in accordance to the plan. 
• Conduct process improvement opportunities on all assigned teams 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 showing 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.

REPORTING TO Accounting Section Head

KEY RESPONSIBILITIES

• Carries out monthly analysis of AP and supplier’s down payments 
• Issues checks on due date. 
• Records all the companies’ liabilities. 
• Ensures that tax is deducted from suppliers. 
• Carries responsibility for transfer accounts payable and general ledger module. 
• Prepares the required data for internal and External Auditors 
• Prepares outstanding accounts payable balance 
• Compiles and analyzes financial information to prepare entries to accounts. 
• Compiles and sorts documents. 
• Installs and modifies documents and coordinates implementation of accounting system and accounting control procedures. 
• Checks and approves all vouchers for payments
• Performs the monthly bank reconciliation on timely basis 
• Checks vendor’s invoices vs. POs, goods /services receipts and processes vouchers for recording to the vendor account (3 Way matches). 
• Records and reconciles monthly payroll. 
• Stamps documents with paid stamp “invoices & payment request” to avoid duplication 
• Keeps documents properly filed for easy reference. 
• Reconciles the major vendor accounts on regular basis. 
• Controls Working Capital and overdraft balances at the budgeted level 
• Maintains zero variation between AP module and GL. 
• Coordinates with Banks to maintain the balance of facility lines.

Professional Experience:  3-5 years of experience in the same filed

EDUCATIONAL BACKGROUND - Bachelor degree (Preferably in Commerce or Business Administration) - CMA or equivalent is an added plus

TECHNICAL SKILLS Communication skills – Computer skills – Financial Skills – Analytical Skills

You are about to apply for a job in a certified Top Employer 2023! Ready to be part of one of the Market Leaders in Egypt? Apply Now! Raya CX; one of Raya's subsidiaries is hiring a Marketing Head.

What will you do ?

• Develop and implement comprehensive marketing strategies that align with company goals and objectives.
• Lead, mentor, and manage the marketing team to achieve high performance and foster professional growth.
• Enhance and maintain the company's brand identity across all channels and platforms.
•  Oversee digital marketing initiatives, including SEO, SEM, email marketing, social media, and online advertising campaigns.
•  Conduct market research to identify trends, customer needs, and competitive landscape. Use insights to drive marketing strategies and tactics.
• Collaborate with commercial teams to develop and execute go-to-market strategies for new services.
• Oversee the creation of engaging and relevant content for various marketing channels, including blogs, newsletters, and social media.
• Develop and manage the marketing budget, ensuring efficient allocation of resources to achieve maximum ROI.
• Manage public relations efforts, including media relations, press releases, and events, to enhance the company's public image.
• Monitor and analyze marketing performance metrics, prepare reports, and provide insights to senior management.

What will you need ?

• Interpersonal Skills: Strategic Thinking – Operations Development – Influencing Others – Developing Successors – Customer Centricity.
• Technical Skills: Knowledge of current performance metrics Functional knowledge of Oracle and other database environments Knowledge of policies and procedures Strong planning and organizational skills. Ability to tie and group goals and objectives to the strategic goals.
• Professional Skills: Minimum of 10 Years of overall business experience.
• COPC background is a must. ▪ Responsibility for corporate P&L.
• Management Skills: 7 years of relevant managerial work experience in large contact center enterprises.
• Educational Background: Bachelor Degree preferable in Business Administration. - MBA is an added plus - COPC Certificate is an added plus - Six Sigma Certificate is an added plus.

What is unique about Raya?

• Are you an eager learner? Raya believes in its employees, so we aim to continuously provide learning & development plans for all of our employees to ensure their personal and career development.
• Are you looking for career progression? Raya is an entity where you can grow whether horizontally or vertically as we offer internal transfer opportunities.
• Are you looking for a rewarding environment? Raya's top achievers are awarded annually with an international 5 days trip.
• Are you looking for an opportunity to give back to the community? Raya encourages their employees to give back to the community through different ongoing CSR programs and initiatives.
• Are you a foodie? Exclusive discounts for Raya employees at Raya’s Restaurants (Ovio, Jones The Grocer, The Lebanese Bakery, and Loris).

GRADE: 8 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: MIS 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Section Head

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 determine 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 benchmark. 

 Ensure staff awareness and adherence to RCC’s code of conduct and internal related policies and procedures.

INTERPERSONAL SKILLS 

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

TECHNICAL SKILLS

Analytical – Computer 

EDUCATIONAL BACKGROUND

- Bachelor Degree 

- Six Sigma Green Belt certificate or equivalent is required  

Job Description

Customer Service Advisor (Chat & Voice – Luxury Automotive Account)

Are you passionate about delivering premium customer experiences and representing a luxury brand?

We’re looking for a professional Customer Service Advisor to join our team for the Luxury Automotive account!

In this role, you will handle customer interactions Voice and Non Voice، ensuring a high-quality experience that reflects Luxury Automotive premium standards.

Here’s what you’ll be doing:

• Handling customer inquiries via chat and voice channels.
• Providing accurate information about products and services.
• Resolving customer issues efficiently and professionally.
• Ensuring customer satisfaction and maintaining brand standards.
• Documenting all interactions clearly on the system.

We offer:

• Gross Package: 20,000 EGP Gross.
• Location: Crystal Plaza
• A professional and supportive work environment.
• Opportunities for career growth and development.
• The chance to represent a premium global brand.
• Medical and Social Insurance.
• Discounts (Gym and Entertainment Platforms.. another benefits)  

Job Requirements

You’re the perfect fit if you have:

• Excellent command of English.
• Fluent Arabic (spoken & written).
• Strong communication and interpersonal skills.
• Ability to handle both chat and voice interactions professionally.
• Customer-oriented mindset with strong problem-solving skills.
• Ability to multitask and work under pressure.
• Previous experience in customer service is a plus.

Location: Maadi

Grade: 8

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 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: 12

BAND: Line Managers

DEPARTMENT: Operations 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Operations Director 

REPORTING LINE TITLES:

• DIRECT: Service Delivery Manager – Account Manager 
• INDIRECT: Team Leader – Account advisor 

KEY RESPONSIBILITIES 

• Defines and develops operating approaches to ensure call center standards and requirements are met. 
• Manages operations through performance metrics management tools that identify deviation from target and ensure that corrective action is taken based on the RCA approach
• Ensures that RCC end user privacy policy is properly and consistently implemented. 
• Provides Leadership to a large and diverse staff and ensures that everyone works towards a unified vision. 
• Ensures that department budget goals are met and maintained through: - Proper control of equipment and personnel costs - Maintaining existing account revenue levels 
• Maintains monthly operation reports reflecting all indication figures across all projects and presents to management. 
• Ensures that manpower succession plans are in place and implemented effectively 
• Meet call center financial objectives by estimating requirements in order to increase the GP based on a prior planned actions and managing the revenues and COGs; preparing an annual budget; scheduling expenditures; proper control of equipment and personnel costs; initiating corrective actions and avoiding the penalties. 
• Ensure the invoice generation; validating all terms; following up with the client on the cycle till receiving the confirmation on the invoice and the certification. 
• Negotiate and own all agreements with the client regarding the invoice roles or amendments required for better business experiences. 
• Maintain and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. 
• Maintaining updated practices of COPC approaches and standards and follow up on the implementation to successfully meet the PST expectations. 
• Oversee all the activities of own team to ensure high performance levels and efficient implementation. 
• Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans. 
• Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives
  

INTERPERSONAL SKILLS:

• Forward Thinking.
• Business Acumen.
• Internal & External Networking. 
• Team Empowerment & Development. 
• Customer Centricity.

TECHNICAL SKILLS:

• Analytical. 
• Financial.

PROFESSIONAL EXPERIENCE:  8 years.

MANAGEMENT EXPERIENCE:  4 years.

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