Our Job Offers

Grade: 8

Location: Crystal Plaza

Department: Operations

Reporting to:  Account Manager

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

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

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.

RAYA CX provides next-generation customer support on behalf of clients across verticals. Our end-to-end customer experience journey is supported by the latest technology and the most skilled and passionate people. RAYA has been the most preferred partner of customer service, technical support, and global services for Fortune 1000 companies across North America, Europe, the Middle East, and Africa since 2001. Delivering from the most competitive and highly skilled labor markets, RAYA provides an array of integrated business process outsourcing solutions supported by robust strategies, continuous improvement, and innovation.

Responsibilities:

• Manages an assigned geographic sales area or product line to maximize sales revenues and meet corporate objectives.
• Develop a growth plan focused both on financial gain and customer satisfaction through promoting the company’s products/services addressing or predicting clients’ objectives.
• Prepare sales contracts ensuring adherence to law-established rules and guidelines.
• Build long-term relationships with new and existing customers.
• Generate Sales in ITES / BPO / BPM / BPS / Contact Centre Services & IT Solutions selling.
• Meet or exceed quarterly and yearly sales targets mutually agreed upon.
• Develop strong, long-term relationships with C level executives, existing & new clients.
• Meet or exceed sales revenue, sales profitability, new customer acquisition, and customer satisfaction goals in assigned region.

Qualifications:

• Bachelor’s degree in business administration, Marketing, or a related field. MBA is a plus.
• Have minimally 3 years of experience in sales and business development.
• Proven track record of achieving sales targets and driving business growth.
• Excellent negotiation, communication, and presentation skills.
• Experience of selling on/offshore blended projects Services Offerings.
• Proven history of new account sales achievement & growing existing accounts across industries.

Key Competencies:

-Strategic thinking and planning.

-Strong business acumen and market insight.

-Excellent interpersonal and relationship-building skills.

-Results-oriented with a proactive approach.

-Ability to adapt to a fast-paced and dynamic environment.

Grade: 8

Location: ABS

INTERPERSONAL SKILLS: 

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

TECHNICAL SKILLS: 

Analytical – Computer.

LANGUAGE SKILLS:

English: B2

PROFESSIONAL EXPERIENCE:  2-3 years

KEY RESPONSIBILITIES:

• Monitor either remotely or on a recorded basis and evaluate agents, team leaders & Trainers' performance (script, data, process consistency, product knowledge, and behavior) for all transactions to ensure quality service.
• Implement quality assurance standards, evaluate the adequacy of quality assurance and standards
• Oversee all verification processes (Calibrations, Quizzes, tests or certifications & quality induction).
• Identify failures and potential failures to recommend action plans/preventive actions and communicate results with the concerned management.
• Identify quality variations from metrics and documents related to quality issues/cases.
• Validate and brief investigations team when required and ensure accurate meaningful reports are prepared within previously agreed timescales and support and advise project’s stakeholders in all issues relating to quality compliance
• Carry out the responsibility of gauge scoring for quality executives, team leaders, and trainers.
• Analyzing and correlating C-sat and Quality Data to provide a root cause for the needed KPIs
• Meet with stakeholders to provide an effective action plan 
• Following up on the action plan fulfillment, accuracy, and Impact

GRADE: 8

BAND:  Senior Professionals & Professionals

DEPARTMENT: Operational Supporting Functions 

REPORTING TO:   Specialist

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. 

• Responsible for the headcount salary confirmation for newly hired and internally transferred trainees 

• 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 

• Work on the continuous improvement for 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 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) 

• Work on the continuous improvement for the training performance through setting and implementing actions plans according to the training evaluations and surveys

• Communicates regularly with operations to tailor and deliver refreshment sessions based on quality reports represented to ensure client & end user satisfaction 

• Shares in the issuance of needed performance reports and follow ups on actions plans 

• Ensure class control and trainees managements in accordance to company policies and procedures 

• Provide pre operational feedback to HR and OP on new agents and their fitness for performing duties required. 

• Evaluates responsiveness to training and identify areas of improvement 

• Do all verification practices required and related to knowledge verification (Login – Calibration – Test) Ensure class control and trainees managements in accordance to company policies and procedures • Provide pre operational feedback to HR and OP on new agents and their fitness for performing duties required. 

• Evaluates responsiveness to training and identify areas of improvement 

• Do all verification practices required and related to knowledge verification (Login – Calibration – Test

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

TECHNICAL SKILLS:   Analytical – Computer – Data visualization

English: B2

GRADE: 8

BAND:  Senior Professionals & Professionals

DEPARTMENT: Operations 

REPORTING TO:  Account Manager

REPORTING LINE TITLES:  Account advisor  

KEY 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 KPIs 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.

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

TECHNICAL SKILLS:  Team Management – Decision-Making – Analytical

English: B2