Our Job Offers

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: 12

Reporting To:  HR director

Technical Skills:  Communication skill - Negotiation Skill – Relations Management

Interpersonal Skills:  Forward Thinking - Business Acumen - Internal & External Networking - Team Empowerment & Development - Customer Centricity

Responsibilities: 

• Frequently reporting and reviewing all recruitment metrics (time to fill// Cost per hire) to ensure effective recruitment cycle that meets the company objectives. 
• bullet points for the development of all sourcing methods and channels to ensure having an up to date data base. 
• Coordinate with the department managers to forecast future hiring needs and identify gaps. 
• Design Selection Matrix for choosing the optimum recruitment channel and recruitment source. 
• Explore the market best practice in the recruitment and staffing and implement appropriate best practices in the organization. 
• Monitors and constantly reduce the costs of the recruitment process. 
• Designs training recruitment for HR recruiters and line managers who are in charge of hiring to ensure following an efficient interviewing techniques. 
• Conduct regular follow up with managers to define the effectiveness of recruiting plans and implementation. 
• Responsible for the ongoing development of the sourcing, recruitment &talent acquisition processes & procedures and the implementation of all recruitment innovations 
• Conducts job interviews for the managerial job positions (or key jobs in the organization).  Builds a quality relationship with the internal customers and external recruitment agencies.

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

Location : MTZ

Grade: 6

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 an issue in a logical and consistent manner     

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 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: 6

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

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 for the D-sat / C-sat based on the calibration. 
• Following up on the project's action plan to ensure fulfillment is done accurately.

GRADE  10

DEPARTMENT    Hosting Management    

REPORTING TO Hosting Senior Manager

KEY RESPONSIBILITIES

Account Management & Client Service

•             Act as the primary point of contact for assigned hosting clients, managing day-to-day service delivery, client needs, requests, escalations, and complaints while ensuring high levels of satisfaction and service quality.

•             Accountable for managing the delivery of contracted outsourced hosting services, ensuring compliance with SLAs, agreements, and contractual commitments.

•             Coordinate and liaise with internal stakeholders and support functions (operations, finance, legal, IT, HR, recruitment, payroll, facilities, etc.) to ensure smooth service delivery, issue resolution, and effective communication.

•             Prepare and lead regular business review meetings, calibrations, and feedback sessions while maintaining a strong understanding of client business priorities, objectives, and pain points.

•             Resolve operational and service-related issues impacting account performance and recommend improvements to enhance service delivery and client experience.

      Revenue Growth & Farming

•             Identify upselling, cross-selling, and account expansion opportunities, develop account growth plans, and proactively address risks related to revenue, account continuity, and client satisfaction.

•             Build and maintain strong relationships with key client decision-makers through continuous engagement and proactive account management.

Lead Management & New Business Development

•             Handle incoming leads, conduct proactive lead generation, and coordinate proposals, pricing, agreements, and contracts with internal stakeholders to support business growth.

•             Work closely with marketing and sales teams to align on campaigns, events, outreach activities, and commercial initiatives.

Reporting, Governance & Continuous Improvement

•             Track and report on account performance, service metrics, pipeline, revenue, forecasts, and trends, ensuring commercial terms, renewals, and contractual obligations are implemented and adhered to.

•             Contribute to continuous improvement of service delivery, commercial processes, tools, and client-facing materials through recommendations and enhancement initiatives.

KNOWLEDGE, SKILLS & PROFESSIONAL EXPERIENCE

INTERPERSONAL SKILLS

Result Orientation - Operational Awareness - Building Networks - Coaching & Mentoring - Customer Centricity

TECHNICAL SKILLS

•             CRM & Pipeline Management

•             Commercial Proposal & Contract Management

•             Account Performance Reporting & Forecasting

LANGUAGE SKILLS: Proficient in English 

PROFESSIONAL EXPERIENCE

3–5+ years of experience in account management, commercial, or customer success roles (preferably in BPO, outsourcing, telecom, or hosting).

EDUCATIONAL BACKGROUND

Bachelor’s degree in Business, Commerce, Marketing, or related field.

GRADE: 7 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: MIS 

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 - Excel - Power BI

KEY RESPONSIBILITIES 

• Creating and preparing business reviews and presentations in coordination with the Reporting Senior Analyst. 
• Creating on-time reports, business scorecards and results management dashboards on periodical basis to support the decision-making process both internally and externally.
• Provide Process Control Reports including (Bond Factor, VSF Reports and Cluster Management Reports). 
• Calculating the required templates as per project requirements to measure performance metrics on Table-F. 

Location: Crystal Plaza

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

English Level: B2 English

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.

Location: Crystal Plaza

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: 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.