Our Job Offers

GRADE: 8

BAND:  Senior Professionals & Professionals

DEPARTMENT: Operational Supporting Functions 

REPORTING TO:   Specialist

KEY RESPONSIBILITIES: 

• Responsible for delivering / moderating all soft skills initial trainings across all sites (on site / online).
• Responsible for delivering / moderating other skills trainings (Sales / Chat etiquette / Cross-culture / Business Writing) across all sites or at the client’s premises if needed (on site / online).
• Responsible for the E-learning committee, which aims to create new web-based learning ideas across sites.
• Documentation owner for any soft skills verification for advisors, and also the trainers’ soft skills refreshment and annual verification.
• Responsible for soft skills materials revamp according to each account’s needs and requirements.
• Following up on the soft skills training effectiveness across all accounts and apply the needed action(s) if required.
• Conduct soft skills gap analysis in order to design the required training content.

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

TECHNICAL SKILLS:   Analytical – Computer – Data visualization

Location: Motamyez

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.

INTERPERSONAL SKILLS: Result Orientation - Building Network - Customer Centricity - Coaching & Mentoring

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

Language: English level B1

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 KPIs are met (daily/weekly/monthly) 
• Manages difficult calls by acting as the first line of escalation 
• Coordinates, as needed with all supporting functions to eliminate any problems affecting the operations 
• Adheres to all schedules (Advisors/operation / 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 the Advisor's efficiency with required SLAs and occupancy targets 
• Logs and acts on client’s requests 
• Communicate 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 actions on time in accordance to the plan. 
• Conduct process improvement opportunities 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 showing 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

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 the 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

*Responsibilities:*

1. Support the annual budgeting and quarterly forecasting processes, including gathering input from various departments, consolidating financial data, and preparing budget and forecast models.

2. Perform financial analysis and provide insights into key business drivers, trends, and variances, highlighting areas of opportunity or concern to senior management.

3. Develop and maintain financial models to assess the impact of strategic initiatives, business decisions, and market trends on financial performance and profitability.

4. Prepare monthly, quarterly, and annual financial reports and presentations for internal stakeholders, including executive management, board of directors, and investors.

5. Collaborate with cross-functional teams to analyze and evaluate business performance, identify areas for improvement, and develop recommendations for optimizing financial results.

6. Assist in the preparation of business cases, investment proposals, and ad-hoc financial analyses to support strategic decision-making and capital allocation.

7. Monitor and track key performance indicators (KPIs) and financial metrics, providing insights and commentary on performance trends and deviations from targets.

8. Participate in financial planning and analysis projects, process improvements, and system enhancements to streamline workflows and enhance reporting capabilities.

9. Stay informed about industry trends, economic indicators, and regulatory changes that may impact the organization's financial performance and planning processes.

10. Support the finance team in ad-hoc analysis, special projects, and initiatives as needed.

*Requirements:*

1. Bachelor's degree in Finance, Accounting, Economics, or a related field. 

2. Proven experience working in financial planning and analysis roles, with a strong track record of financial modeling, analysis, and reporting.

3. Proficiency in financial modeling techniques and advanced Excel skills, with experience using financial planning software or enterprise performance management (EPM) systems.

4. Strong analytical and problem-solving skills, with the ability to interpret financial data, identify trends, and draw actionable insights to drive decision-making.

5. Excellent communication skills, with the ability to present complex financial information clearly and concisely to non-financial stakeholders.

6. Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines effectively.

7. Attention to detail and accuracy, with a commitment to producing high-quality work and delivering results.

8. Strong business acumen and understanding of corporate finance principles, financial statements, and valuation techniques.

9. Experience in the technology industry or a high-growth environment is preferred.

10. Proficiency in financial analysis tools and software (e.g., Tableau, Power BI) is a plus.

GRADE: 7

BAND: Senior Professionals & Professionals

DEPARTMENT:  Operational Supporting Functions 

LINE OF BUSINESS:  Raya Customer Experience 

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. 

• 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) 

• 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.

INTERPERSONAL SKILLS:

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

TECHNICAL SKILLS:

Analytical – Computer – Negotiation 

LANGUAGE SKILLS:

Arabic:  Proficient

English:  Proficient