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Grade: C5

Eligible Applicants:

• Passed 6 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the last 3 months of their KPIs.
• Location CP

INTERPERSONAL SKILLS: 

• Dedication
• Quality of Work
• Continuous Learning
• Customer Centricity
• 
  

Language: English level A2

KEY RESPONSIBILITIES

• Responsible for implementing all facility standards (Cleanness & Maintenance) 
•  Responsible for controlling the company assets (Furniture, curtains, equipment, etc.) 
• Helps out any employee in copying documents and faxes, moving files, archiving and moving equipment from place to another. 
• Oversee the validity of the equipment’s performance (bathrooms, lightness, air conditioning, etc.) and immediately reports if any disorder occurred. 
• Ensure the cleanness and safety of offices, meeting & training rooms. 
• Assists the security in managing the reception area 
• Participates in the fire drain in case of fire 
• Performs other clerical duties as needed, such as filing, photocopying, and collating. 
•  Keeps a log of each day's visitors, noting arrival and departure times 
• Perform other related tasks as assigned

Location: MTZ

Grade: 9

Shifts: Rotational: 24/7

Need Existing service delivery supervisor 

Eligible Applicants:

• Passed 6 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the previous 3 months of their KPIs.

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

Language: English level B2

KEY RESPONSIBILITIES

• Take financial responsibility for assigned accounts, including forecasts, and assist with billing queues and invoice and account receivable issues. 
• Set and meet performance targets; participate with the upper management in designing performance key metrics and KPIs [All Lines]. 
• Plan to improve, develop, and drive achieving the financial and non-financial objectives and frequently follow up the achievements with staff. 
• Proactively monitor service delivery to prevent revenue erosion realized from penalties or other items. 
• Optimize service offerings and implement initiatives to drive consistent service delivery and portfolio growth throughout the assigned account meeting and exceeding objectives. 
• Follows the implementation approach for any new scope or change of scope required by the client 
• Maintaining updated practices of COPC approaches and standards and following up on the implementation to successfully meet the PST expectations. 
• Constantly update the service manual for assigned projects and present this to the client for approval
• Arrange for hiring calibration between the client and RCC HR then to ensure the profile agreed upon is maintained. 
• Set the operational objective for the assigned project (Account Advisors – Team Leaders & Account Managers) 
• Communicate with Call Center clients concerning the business / operational results 
• Applies operational, qualitative, and business analysis of project operational processes 
• Updates constantly service manual for assigned projects and presents this to the client for approval 
• Oversee all the activities of own team to ensure high-performance levels and efficient implementation. 
• Responsible for the professional development of my own team and ensuring it is aligned with the organizational career progression and succession plans. 
• Responsible for setting the team objectives in correlation with the department objectives, providing coaching and action plans required to achieve objectives

Requirements : 

Bachelor's degree 

Good Up to Very good in English 

Salary : 3500Gross to 4100 Gross 

Benefits:-

-Rotational shifts 

-Social insurance

-medical insurance after 3 months

Location : After Interview 

Grade: 9

Work Location: Hurghada

English Level: B1

Interpersonal Skills: 

• Result Orientation, Operational Awareness, Building Network, Customer Centricity, Coaching & Monitoring, Strategic Thinking, Management Skills and Leadership skills.

Key Responsibilities:

• Leading, training and managing team leaders of the account and handling any issues that may arise. 
• Achieving account objectives and goals while motivating account staff. 
• Communicates client needs and demands to team leaders
• Forecasts and tracks account performance metrics
• Ensure the timely and successful delivery of service according to client needs and objectives
• Set team leaders and account advisors monthly objectives
• Applies operational, qualitative and business analysis of account performance
• Conduct process improvement opportunity analysis on all assigned projects in order to improve the performance 
• Translate the yearly clients feedback to actions aiming at improving the level of satisfaction of the client and meeting the communicated objectives
• Acts on negative feedback received from the QA department on the monthly end user satisfaction survey to ensure better results for the following month
• Perform weekly on floor audit to ensure consistency in delivering the service to the end user across all advisors of the project 
• Maintaining updated practices of COPC approaches and standards and follow up on the implementation to meet the PST targets
• Follow up in daily basis the performance indicators and share the feedback to his team enclosed with the corrective and preventive actions recommended for enhancement and progress in all business platforms with solid acknowledgement regarding the team understanding and awareness towards all actions and implementation and oversee the fulfillment.
• Align with other support functions and ensure that all business requirements are considered and contribute the HR team of performing the technical interviews to select the targeted criteria. 
• Audit on teams actions, orders and procedures; frequently conduct skip level meetings to insure equal chances of support upon his assigned team members and encourage healthy environment which lead to better opportunity of achieving the targets and benchmarks.
• Supervise and direct operation team leaders and provide support - within the process frame - in the unusual case escalations if any and coach the team actions. 
• Communicates with the client concerning the business reviews, operational results and participate in client’s meetings and align to the general strategies and actions aiming to improving the level of satisfaction of the client and meeting the set CSS benchmark.
• Ensure the non-disclosure agreement is completely running with no fail.

Grade:11

Department: Governance

SUB-FUNCTION: IT compliance 

Reporting to: IT compliance Manager

INTERPERSONAL SKILLS 

Ability to analyze and evaluate planning materials, communicate effectively, and to supervise the work of others

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

TECHNICAL SKILLS 

• Experience in business continuity planning, disaster recovery, emergency management,
• Experience and BPO n may be substituted for one another.
• Experience in IT Governance farmwork (ISO27001 , ISO22301& PCI DSS)  

PROFESSIONAL EXPERIENCE:  3-5 years

EDUCATIONAL BACKGROUND:

• Bachelor’s Degree in Business Admin , Engineering  or Computer Science
• CISA certification is an added plus
• CISSP, CISM, or MCSE is an added plus
• Six Sigma is an added plus
  

KEY RESPONSIBILITIES 

1.     Contribute to the development and identification of emergency management plans for recovery decision-making and communications, ensuring the continuity of critical departmental processes and governance principles.

2.     Assist in the development, implementation, or evaluation of business continuity, crisis, and emergency management strategies, plans, and procedures.

3.     Monitor and track participation in business continuity plans and emergency management programs, providing support in matters related to the plans and programs.

4.     Assist in the review and evaluation of risk assessments, business impact analyses, and business continuity plans.

5.     Support activities related to emergency management plans and services.

6.     Aid in the development, implementation, or evaluation of current IT compliances, IT controls, disaster recovery plans, and procedures.

7.     Assist in elements of the audit cycle, including risk management and control management, with a focus on IT effectiveness and compliance with applicable directives and regulations.

8.     Assist in obtaining, analyzing, and evaluating reliable documentation, reports, data, and flow charts.

9.     Engage in continuous learning and development regarding rules, regulations, best practices, tools, techniques, and performance standards.

10.   Act as RCX SPOC/PM for all internal and external audits covering IT, leading to successful certification

11.   Monitor & control activities assigned for IT areas to ensure compliance with internal policies and procedures including monthly, quarterly, and annual account and activity reviews.

12.   Identify observations and manage remediation tasks through to closure while adhering to strict deadlines.

13.   Triage Change Management issues and provide recommendations

14.   Work collaboratively with Security Compliance and Legal teams to identify and manage privacy, data protection risks, and compliance requirements.

Make broad recommendations on improving compliance-related processes and/or procedures as they pertains to the IT department and Identify opportunities for IT security compliance control automation

Grade: 8

Location: Across Sites

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

Requirements: 

• Computer science / Engineering graduate 
• Males only due to shifts

Shifts: 24/7

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: 8

Location: Abbassya

Department: Operations 

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

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

Language Needed: B1

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.

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: 8

Location: MTZ

Shifts: Rotational 24/7

Department: Operational Support

Reporting to:   Supervisor

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

Technical Skills:   Analytical – Computer

Language Needed: English B2

Job Responsibilities

• Manages operations staffing plans for potential and existing projects. 
• Structures historical data to build a forecasting database. 
• Forecasts arrival volume and patterns based on historical data and future updates 
• Schedules the staff to meet the SLA with the maximum proper occupancy. 
• Organizing Team Leaders' schedules to manage attendance and meet any faced escalations, In addition to Account Managers in occasions only.
• Coordinates with all concerned parties to collect any required data for understanding the call volume curve. 
• Measures forecasting and scheduling accuracy. 
• Creates reports and dashboards on historical data and forecasting results from applicable systems. 
• Creates integrated data base tracking tools for staffing shrinkage pattern (Vacation, Sick, training, attrition etc.) 
• Maintain holiday pattern forecasts to ensure effective coverage for holidays. 
• Provide analysis and recommendations to improve staffing levels and efficiency.
• Analyze reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness. 
• Generate daily, weekly, monthly and annual forecast and reforecast when necessary. 
• Report hiring and attrition impact in short term and long term forecast. 
• Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments.
• Provide proactive solutions that support the call center management and workforce management for continuous improvement. 
• Schedule Training rooms utilization. 
• Plan & manage offline activities. 
• Perform other related tasks