Our Job Offers

Grade: 10

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.

KEY RESPONSIBILITIES

• Take the financial responsibility for assigned accounts, including forecasts, 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. 
• Pro-actively monitor service delivery to prevent revenue erosion realized from penalties or other items. 
• Optimize service offerings and implement initiatives to drive to 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 an updated practices of COPC approaches and standards and follow up on the implementation to successfully meet the PST expectations. 
• Constantly update the service manual for assigned project and present this to the client for approval 
• Arrange for hiring calibration between the client and RCC HR then to ensure the profile agreed is maintained. 
• Set the operational objective for the assigned project (Account Advisors – Team Leaders & Account Managers) 
• Communicates 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 project 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 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

KEY RESPONSIBILITIES:

• Keeping track of all payments and expenditures, including payroll, purchase orders, invoices, statements, etc. 

• Reconciling processed work by verifying entries and comparing system reports to balances 

• Maintaining historical records 

• Paying vendors by scheduling pay checks and ensuring payment is received for outstanding credit; generally responding to all vendor enquiries regarding finance • Preparing analyses of accounts and producing monthly reports 

• Continuing to improve the payment process 

• Ensuring that financial information complies with professional and regulatory standards. 

• Aligning general ledger accounting practices to support budgeting and forecasting. 

• Entering financial data such as accruals, deferrals, reclassifications, and interdepartmental entries into the ledger on a monthly basis, as well as preparing reports. 

• Review and record all the received invoices either on the ETA portal or internally on a daily basis and ensure the proper documentation. 

• Conduct fixed assets physical check 

• Assign tag numbers to fixed assets.

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.

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

Grade: 8

Location: ABS

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 and Arabic

Sales Experience is a must

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: Raya Holding

Department: Operations

Reporting to:  PARAF Account Manager

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

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

Language Needed: English C1

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

Department: Operational Support

Reporting to:   WFM Team Leader

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

Technical Skills:   Analytical – Computer

Language Needed: English B1

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

Grade: 9

Reporting To: Supervisor

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

Customer Centricity

TECHNICAL SKILLS: Communication skill - Negotiation Skill – Relations Management

Responsibilities: 

• Review projects KPIs (WFM metrics).
• Assures that all plans and schedules are implemented with the agreed quality bench mark and with
• compliance with the WFM methodologies.
• Propose and participates in contingency plans whenever needed.
• Propose recommendations and action plans for any dropped metric such as service level, adherence,
• absenteeism, utilization, AHT, FTE, occupancy, tardiness and conformance.
• Owns and provide head count reports for each project model.
• Provide analytical support to operations
• Review and confirm modifications needed for the staffing plan to ensure meeting the respective targets
• Owns and review overall projects KPIs reports and deliver it to the management and clients on time.
• Responsible for the delivery of WFM reports on daily, weekly, monthly and quarterly basis
• Communicated with the concerned parties any changes of scheduling to ensure suitable resource
• coverage.
• Supervise managing non-productive time requests to enhance projects deliverables.
• Manages Senior Analysts and Analysts performance and objectives
• Ensure Staff awareness and adherence to RCC’s code of conduct and internal related policies and
• procedures.
• Set clear team goals.
• Delegate tasks and set deadlines
• Provide the team with a vision of the project objectives
• Handle all team escalations and feedback and work on resolving their issues
• Motivate team members and recognize high performance and reward accomplishments
• Create and environment oriented to trust, open communication, creative thinking and cohesive team
• efforts
• Provide any training that team members need.
• Responsible for performance appraisals of all direct reports

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: 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.