Our Job Offers

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  

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     

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. Define, own and execute a high-level vision and product roadmaps. 

2. Create effective Customer Journey Maps 

3. Identify and create product use cases 

4. Translate the product roadmap features into well-defined product requirements and specifications. 

5. Prepare, update and present the product benefits features presentation/s per customer per segment per industry in cooperation with both sales & operations stakeholders. 

6. Brief and train solution designers team on our services 

7. Prototype solutions and show how it will work and test the viability of that proposed solution. 

8. Collaborate with business solution team to understand customer requirements and develop technical solutions that address customer needs and objectives. 

9. Architect solutions and design technical proposals that align with customer requirements, ensuring feasibility, scalability, and alignment with industry best practices. 

10. Serve as the primary technical point of contact for prospective customers, conducting technical presentations, demonstrations, and workshops to showcase product features and capabilities. 

11. Provide technical guidance and support to business solutions team throughout the sales cycle 

12. Respond to technical inquiries and RFP/RFI requests from prospective customers, leveraging technical knowledge and expertise to address customer concerns and objections. 13. Stay informed about industry trends, emerging technologies, and competitive landscape, providing insights and recommendations to sales and product teams. 

14. Document and maintain technical collateral, including solution architectures, technical whitepapers, Service Catalog and digital blueprint to support sales and marketing efforts. 15. Conduct market research, and present data analysis to the product organization and other executives within the business team. 

16. Track, analyze, and execute market trends. 17. Conduct technical assessments and evaluations of vendors identifying opportunities for product adoption and integration.

INTERPERSONAL SKILLS:

• Strong written, verbal, and presentation skills. 

• Outstanding oral and written communication skills. 

• Analytical mindset. • Strategic Thinking. 

• Excellent Negotiation Skills  

TECHNICAL SKILLS:

• Product Roadmap Development. 

• Prototyping abilities. 

• Product strategy creation skills. 

• Deep understanding of technical concepts related to software development, cloud computing, networking, and/or cybersecurity. 

• strong track record of supporting sales teams and driving successful technical sales engagements 

• Call Center industry background is plus.

LANGUAGE SKILLS:

Arabic:  Proficient

English:  Proficient

PROFESSIONAL EXPERIENCE:  3-5 prior experience in product management.

EDUCATIONAL BACKGROUND:   Bachelor's Degree in Computer Science, Information Systems, or related fields

المسمى الوظيفي

#الراتب 2900 جنيه 

تدريب غير مدفوع الأجر.

#المتطلبات:

-مستوى اللغة الانجليزية جيد.

-درجة البكالريوس.

- مهارات تواصل جيدة.

- القدرة على التكيف والمرونة.

-وخريجين فقط

- اقصي سن ٣٥

#الواجبات:

-الرد علي استفسارات العملاء

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

Technical Experience: Must have a technical background

Language Needed: English B2

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: 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.

RAYA Customer Experience provides next-generation BPO and customer experience management on behalf of clients across various industries. Since 2001, RAYA CX has been the preferred partner for customer service, technical support, and global services for Fortune 1000 companies across North America, Europe, the Middle East, and Africa. Delivering from competitive and highly skilled labor markets, RAYA CX offers integrated business process outsourcing solutions supported by advanced technology, robust strategies, continuous improvement, and innovation.

What will you do ?

• Conducts special studies to analyze complex financial actions and prepares recommendations for procedure, control, or action.
• Analyzes financial information to determine present and future financial performance.
• Identifies trends and recommends improvements accordingly.
• Evaluates complex profit plans, operating records, and financial statements. 
• Directs preparation of studies, reports, and analyses in areas such as budgets, forecasts, financial plans, governmental requirements, statistical reports, cash flow projections, and business forecasts.
• Establishes databases of pertinent information for use in analyzing future plans and forecasts.
• Coordinates with all levels of management to gather, analyze, summarize, and prepare recommendations regarding financial plans, acquisition activity, new business planning, trended future requirements.
• Provides assistance to LOBs in the development of the budget, planning, and other corporate financial requirements.
• Responsible for preparing internal year- to - date reports for each department.

What Will you need ?

• Interpersonal Skills: Result Orientation - Operational Awareness - Building Networks - Coaching & Mentoring - Customer Centricity.
• Technical Skills: Communication skill – Decision Making – Finance Management – Analytical Skill
• Professional Experience: +5 Years of Experience
• Language: Fluent in English