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Role Description

This is a full-time on-site role as an Account Advisor (English Account) at RAYA CX located in Giza. The Account Advisor will be responsible for providing expert and comprehensive customer support by responding to inquiries related to billing, technical issues, product usage, and processing orders. The role also involves maintaining a high level of professionalism while working closely with customers in a fast-paced environment to provide them with the best possible service and technical support.

Qualifications

• Bachelor's or Master's degree in any discipline
• At least 6 Month of experience in customer service
• Excellent verbal and written communication skills in English
• Strong problem-solving skills and the ability to multitask in a fast-paced environment
• Ability to work effectively in a team environment
• Proficiency in Microsoft Office Suite and other relevant software applications
• Experience with customer relationship management (CRM) tools is preferred but not required
• Willingness to work flexible hours
• Keen attention to detail and ability to meet tight deadlines

Grade: 7

Location: MTZ

Department: Workforce Management 

Reporting to:   Workforce Supervisor 

Language Needed: English B2

Shifts: 24/7 Rotational

Job Responsibilities

• Perform Segregation of Duties (SOD) checks ensuring access requested does not have conflict with existing accesses and manual job responsibilities. Accuracy is of the essence. 
• Provisioning of system access based upon the approved Undertaking Request Forms 
•  Review weekly movement reports ensuring transfer employee's system access is up-to-date and terminated user's system access is revoked on time. 
•  Raise access termination requests and other requests pertaining to operations existing and incoming new tools
•  Extract the User Access data from the source systems ensuring the data is complete and accurate. 
•  Maintaining on time of user deletion. 
•  Administers Call Center Agents’ scheduling. 
•  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. 
•  Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.

Grade: 8

Location: MTZ

Department: Operations

Reporting to:  Service delivery 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: 9

Department: Operational Supporting Function

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

Technical Skills: 

• Proficiency in data analysis and reporting tools (e.g., Excel, Power BI, Tableau) 
• Knowledge of training effectiveness measurement and QA frameworks (KPIs, evaluation methods) 
• Ability to analyze data, identify trends, and generate actionable insights

• Measure training effectiveness using performance data.
• Correlate training outcomes with QA and operational KPIs.
• Identify skill gaps and improvement opportunities.
• Produce dashboards and insights for leadership.
• Recommend training enhancements based on data.
• Measure training effectiveness/efficiency using performance data and training agendas for strategic clients
• Correlate training outcomes with QA and operational KPIs.
• Identify skill gaps and improvement opportunities.
• Produce dashboards and insights for leadership.
• Recommend training enhancements based on data.
• Keeping track of team utilization and development calendar
• Acting as a POC for training reporting and dashboards (cost allocations, attrition analysis

Location: Maadi

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

Language: English level B2

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.

Job Description and Objectives of this role

• Handle a large volume of inbound and outbound calls promptly.
• Follow communication scripts and use knowledge of the company’s products and services to go off-script when necessary.
• Identify customer needs, research issues, resolve complaints, and provide solutions.
• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with the escalation team.
• Recommend improvements for systems and processes to boost organizational efficiency.
• Handling inquiries, Reservations, Complaints Management, and Follow-up calls.
• Keep records and information.
• Prepare and locate records and information for customers and colleagues.

Required skills and qualifications

• Bachelor's degree or equivalent.
• Experience working in a call center or customer support role.
• Excellent active listening and verbal communication skills.
• Proficiency in problem-solving.
• Ability to multitask and manage time effectively.

Responsibilities

• Memorize scripts for products and services, and refer to them during calls.
• Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately.
• Identify opportunities for driving sales and revenue of the company’s existing product suite, and seize opportunities to upsell when appropriate.
• Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality.
• Create and maintain a record of everyday problems and remedial actions taken, using a call-center database.
• Leverage data and insights gathered by the call center to recommend and influence process improvements.

Work Conditions and Benefits:

• Job Type: Full-time.
• Salaries up to 20,000 EGP based on your English level and experience that you have.
• Social, Medical, and Life insurance.
• Rotational Shifts.
• Rotational Days off.
• Transportation provided. "Meeting Points".

Grade: 8

Location:  Alexandria

Department: Operations

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

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

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.

Strategic Leadership & Team Management 

• Lead and oversee the Service Desk Supervisor(s), Senior Specialists, and Specialists. 

• Define team structure, objectives, KPIs, and service standards. 

• Mentor and develop team leaders and specialists, supporting career growth and succession planning. 

• Ensure alignment of Service Desk operations with IT strategy, enterprise standards, and business objectives. 

SLA, Incident, & Problem Management 

• Own overall SLA compliance, operational KPIs, and service quality metrics. 

• Oversee major incident management and escalations, coordinating with L2/L3 teams and IT leadership. 

• Identify recurring issues and trends; drive root cause analysis and preventive measures. 

• Ensure continuous improvement of incident and request handling processes, including ITIL practices. 

Governance & Operational Excellence 

• Develop, maintain, and enforce SOPs, knowledge management, and service desk policies. 

• Ensure accurate reporting, dashboards, and operational documentation for management review. 

• Drive process optimization initiatives, automation, and digital tools adoption. 

• Oversee minor delegated L2/L3 tasks within Service Desk scope to improve operational efficiency. 

Stakeholder & Cross-Functional Engagement 

• Act as senior point of contact for business and IT stakeholders regarding Service Desk operations. 

• Collaborate with IT teams (network, systems, security, cloud) to ensure seamless end-user support. 

• Provide executive-level reporting on operational performance, risks, and improvement initiatives. 

Grade: 8

Location: Across Sites

Department: Operational Support

Reporting to:   Supervisor

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

Technical Skills:   Analytical – Computer

English Level: 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