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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

GRA:DE: 12

BAND:  Line Managers

DEPARTMENT: Information Technology

REPORTING TO:  IT Director

KEY RESPONSIBILITIES:

1.     Lead the design team in developing digital solutions, including web applications, mobile apps, websites, and other digital products.

2.     Drive the creation of user-friendly, visually appealing, and intuitive user interfaces and experiences.

3.     Manage digital solution projects from inception to delivery, including defining project scopes, objectives, and timelines.

4.     Ensure projects are delivered on time and within budget

5.     Collaborate closely with cross-functional teams, including product managers, developers, marketers, and stakeholders, to gather requirements and align on project goals.

6.     Foster a collaborative environment to facilitate communication and the exchange of ideas

7.     Champion design thinking methodologies to identify user needs, pain points, and opportunities.

8.     Conduct user research, usability testing, and user feedback analysis to inform design decisions

9.     Create wireframes, prototypes, and mockups to visualize and iterate on design concepts.

10.  Ensure designs are responsive and compatible with various devices and screen sizes

11.  Proficiently use design tools such as Adobe Creative Suite, Sketch, Figma, or other relevant software to create design assets and documentation

12.  Develop user flows, information architecture, and UI design elements that enhance user engagement and satisfaction.

13.  Maintain consistency in design elements and brand guidelines

14.  Collaborate with developers to ensure the accurate implementation of design concepts.

15.  Conduct design reviews and provide feedback to maintain design quality.

16.  Stay updated with industry trends, emerging technologies, and design best practices to drive innovation and improvement in digital solutions

INTERPERSONAL SKILLS:

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

TECHNICAL SKILLS:

-       Proficiency in design and prototyping software tools, as well as a strong portfolio showcasing previous design work

-       A deep understanding of design thinking principles and methodologies to drive user-centered design processes  

LANGUAGE SKILLS:

Arabic:  Proficient

English:  Proficient

PROFESSIONAL EXPERIENCE:

7+ Years of experience in roles related to digital design, user experience, and project management 

MANAGEMENT EXPERIENCE: 5+ Years of experience.

EDUCATIONAL BACKGROUND:

-       bachelor's degree in graphic design, interaction design, user experience design, or a related field is typically required

-       master's degree or relevant certifications can be advantageous.

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 
  

Grade: 11

Responsibilities:

Architectural Leadership & Strategy 

• Define and own the solution architecture standards, frameworks, and best practices for contact center and CX solutions. This is in addition to new IT wide solutions that need to follow architecture practices and methodologies. 

• Ensure architectural consistency, quality, and compliance across all proposed solutions. 

• Drive long-term architectural roadmap alignment with business strategy and market trends. 

• Act as the final technical authority for complex or strategic solution designs. 

Presales Leadership & BIDs/RFPs 

• Lead the technical presales function for strategic opportunities, including large-scale BIDs, RFPs, and RFIs. 

• Oversee solution design, technical proposals, architecture diagrams, and compliance matrices. 

• Ensure all proposed solutions balance customer requirements, technical feasibility, delivery readiness, and commercial viability. 

• Support pricing strategies by aligning architectural scope, assumptions, and dependencies with commercial models. 

Customer & Stakeholder Engagement 

• Serve as the senior technical point of contact for key customers, executive stakeholders, and partners. 

• Lead technical workshops, architecture deep dives, and solution validation sessions with customers. 

• Build long-term trusted advisor relationships by providing consultative, business-aligned technical guidance. 

Team Leadership & Capability Development 

• Lead, mentor, and develop the Solutions Architecture team, including Solutions Architects and junior architects. 

• Define roles, responsibilities, and development plans for architecture resources. 

• Conduct technical reviews, design validations, and knowledge-sharing sessions. 

• Foster a culture of architectural excellence, collaboration, and continuous learning. 

Governance, Quality & Risk Management 

• Ensure solutions are designed with scalability, security, reliability, performance, and cost-effectiveness in mind. 

• Identify technical risks, dependencies, and constraints early in the solutioning process and define mitigation strategies. 

• Ensure compliance with internal IT policies, security standards, and industry best practices. 

Knowledge Management & Market Awareness 

• Oversee the creation and maintenance of presales technical collateral, reference architectures, whitepapers, and best-practice guides. 

• Stay current with industry trends, emerging technologies, and competitor offerings in the contact center and CX space. 

Location: Crystal Plaza

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.
• 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 A2 

Only Aman Cs Can Apply 

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: 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: 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: Hurghada

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

Language Needed: English A2

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.