Our Job Offers

Grade: 10

Location: MTZ

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
• Liaises with key company employees to determine their products and service needs
• Researches new products and services to meet company’s goals
• Devising and using fruitful procurement and sourcing strategies.
• Finalize purchase details of orders and delivers.
• Collaborate with key persons to ensure clarity of the specifications and expectations of the company.
• Comparing prices of goods from different suppliers, analyzing sales patterns and inventory levels of existing
• stock and staying up to date on market changes that can affect the supply and prices of good.
• Responsible for preparing and processing purchase orders in accordance with his organization’s policies and
• procedures.
• Partner with stakeholders to ensure clear requirements documentation.

• Perform cost and scenario analysis and benchmarking

GRADE: 7 

BAND: Senior Professionals & Professionals

DEPARTMENT: Human Resources 

LINE OF BUSINESS: Raya Customer Experience 

Location: Maadi

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

TECHNICAL SKILLS : Negotiation Skills – Computer Skills

KEY RESPONSIBILITIES

• Establish recruiting requirements by studying and planning for the organization business plan, and work proactively to fulfill all vacant positions. 
• Identify all needs of replacement positions or expansion requests and work on their hiring.
• Identify applicant requirements for each job by studying job descriptions and job qualifications. 
• Track and report all recruiting & hiring processes and follow continuous improvement targets. 
• Lead the creation of a recruiting and interviewing plan for each vacant position including posting the job, coordinating all required tests & assessments, all interviews and the job offer in case of acceptance or feedback in case of rejection or pipeline.
• Evaluates applicants by discussing Job requirements and applicant with managers; interviewing applicants on consistent set of qualifications. 
• Develop a pool of qualified candidates in advance of need and prepare a pipeline for RCC operational sites from different Languages. 
• Research and recommend new sources for active and passive candidate recruiting.

Title: Executive (Operational Training)- Task 

Grade: 6 

Department / Sub Department: Operational Training 

Reporting To: Operational Senior Executive

Job Purpose: Designs and delivers training courses in for employees working in the Call Center Operations aiming at leveraging their skills and improving their performance. 

Key Responsibilities: 

• Carrying out training needs analysis to identify the level of people's knowledge
• Design course materials and other documents such as handouts, manuals, and exercises 
• Organizes courses to meet the needs of learners and the demands of business 
• Evaluates the effectiveness of the training and course outcomes 
• Liaises with external course providers to be updated with the 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 
• Evaluate agents' responsiveness to training and development.
• Logs in for a 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 the calibration process. 
• Login specific hours. 
• Performs other related duties

Grade: 7

Department: Supporting Functions 

Interpersonal Skills:  Continuous learning - Idea Presentation and taking initiative - Customer Centricity - Functional Skills - Ownership 

Technical Skills:  Analytical Skills

Language Needed: English B2

Job Responsibilities

• Executes plans and ensures effective implementation of schedules. 
• Administers Call Center Agents’ scheduling. 
• Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns. 
• Reconciles daily attendance with agents' schedule and time in/time out reporting in coordination with the Team leader.
• Create and deliver daily, weekly, and monthly WFM reports. 
• Communicate changes to scheduling to ensure suitable daily resource coverage. 
• Maintain running reports of attendance incidents. 
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.  Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed. 
• Ability to facilitate Daily Operations updates. 
• Manage non-productive time request process, ensuring activities are planned without impacting SLAs 
• Reports the operational violations to HR to implement CC Code of Conduct. 
• Perform any additional related tasks.

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.

Location: Across Sites

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 A2 - 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.

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: 7

Eligible Applicants:

• Passed 6 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 - Continous Learning - Results Orientated - Presentation skills

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.

Grade: 7

Reporting to: Team Leader

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

TECHNICAL SKILLS:  Communication Skills - Results Oriented - Quality Focus - Analytical Skills - Presentation Skill - Time Management - Motivational Thinking - Multitasking

Responsibilities 

• Obtain and analyze details of customer complaints and provide information as needed;
• Discuss result of investigation with Customer Drivers and Customer Passengers and any other related parties thru phone call or other required platform.
• Keep record of complaint details and interactions and correspondence with Customer Drivers and Customer Passengers which will be documented in Customer’s system per SOP requirements. It is noted that the Supplier may only act on the
• Customer’s prior instructions; in particular, the final customers shall be aware of the purposes of the recordings processed for the Customer controller.
• Liaise with different departments of the Customer to investigate and handle matters.
• Strict adherence to customer’s SOP policy and ensure all of process is under compliance and follow up customer’s QA standard and criteria.
• For the avoidance of doubt, the above list is not exhaustive and further duties may be discussed between the Parties thereafter.
• Proactively handle some complicated and urgent cases based on customer’s requirements or team leader’s instruction, such as media risk, high-severity level cases.
• Lead 3-4 agents to conduct continuous new/existing knowledge refresh about customer’s SOP knowledge, system and policy related thru side-by-side coach or bad/good case study or sharing, to ensure all new fresh have a full understanding of these and help low performer improved on their results
• Conduct pre-audit action for forthcoming close tickets from sub-team member and check if SOP adherence or not, rectify and coach all mistakes-maker before final closure to ensure qualified SOP pass rate is under control.
• Proactively work with team leader, trainer and QE to analyze current SOP, system or policy issue and provide constructive optimization advices with team leader to ensure all team should have been achieving high quality and efficiency results.

Grade: 8

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

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

Language Needed: English C1

Note: Only Existing Leaders eligible to apply.

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.