Our Job Offers

Grade: 8

Location: Crystal Plaza

Department: Operations 

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

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

Language Needed: 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 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: 7

Eligible Applicants:

• Passed 6 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

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: 8

Location: MTZ

Department: Operational Support

Reporting to:   Supervisor

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

Technical Skills:   Analytical – Computer

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: 11

Responsibilities:

Architectural Leadership & Strategy 

• Define and own the solution architecture standards, frameworks, and best practices for contact center and CX solutions. This is in addition to new IT wide solutions that need to follow architecture practices and methodologies. 

• Ensure architectural consistency, quality, and compliance across all proposed solutions. 

• Drive long-term architectural roadmap alignment with business strategy and market trends. 

• Act as the final technical authority for complex or strategic solution designs. 

Presales Leadership & BIDs/RFPs 

• Lead the technical presales function for strategic opportunities, including large-scale BIDs, RFPs, and RFIs. 

• Oversee solution design, technical proposals, architecture diagrams, and compliance matrices. 

• Ensure all proposed solutions balance customer requirements, technical feasibility, delivery readiness, and commercial viability. 

• Support pricing strategies by aligning architectural scope, assumptions, and dependencies with commercial models. 

Customer & Stakeholder Engagement 

• Serve as the senior technical point of contact for key customers, executive stakeholders, and partners. 

• Lead technical workshops, architecture deep dives, and solution validation sessions with customers. 

• Build long-term trusted advisor relationships by providing consultative, business-aligned technical guidance. 

Team Leadership & Capability Development 

• Lead, mentor, and develop the Solutions Architecture team, including Solutions Architects and junior architects. 

• Define roles, responsibilities, and development plans for architecture resources. 

• Conduct technical reviews, design validations, and knowledge-sharing sessions. 

• Foster a culture of architectural excellence, collaboration, and continuous learning. 

Governance, Quality & Risk Management 

• Ensure solutions are designed with scalability, security, reliability, performance, and cost-effectiveness in mind. 

• Identify technical risks, dependencies, and constraints early in the solutioning process and define mitigation strategies. 

• Ensure compliance with internal IT policies, security standards, and industry best practices. 

Knowledge Management & Market Awareness 

• Oversee the creation and maintenance of presales technical collateral, reference architectures, whitepapers, and best-practice guides. 

• Stay current with industry trends, emerging technologies, and competitor offerings in the contact center and CX space. 

Location: Crystal Plaza

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.
• 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 

Only Aman Cs Can Apply 

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: 6

Department / Sub Department: Operational Training

Line of Business: Contact Center

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

Required skills, expertise & Knowledge:

Functional Level:

• High Sense of quality and precision in fulfilling duties and tasks
• Striving to improve quality of Training through operational performance
• Excellent knowledge of all company applications

Business Level:

• Ability to understand specific Client requirement in relation to projects training needs
• Commitment to ensure client and end user satisfaction through communicated results

Interpersonal Level:

• Effective Communication Skills
• Have a proper level of emotional intelligence
• Excellent Presentation skills
• Problem Solving:
• Analytical Skills
• Ability to spot problems
• Use analysis for better understanding
• Ability to map out issue in a logical and consistent manner

Grade: C5

Eligible Applicants:

• Passed 6 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the last 3 months of their KPIs.
• Location CP

INTERPERSONAL SKILLS: 

• Dedication
• Quality of Work
• Continuous Learning
• Customer Centricity
• 
  

Language: English level A2

KEY RESPONSIBILITIES

• Responsible for implementing all facility standards (Cleanness & Maintenance) 
•  Responsible for controlling the company assets (Furniture, curtains, equipment, etc.) 
• Helps out any employee in copying documents and faxes, moving files, archiving and moving equipment from place to another. 
• Oversee the validity of the equipment’s performance (bathrooms, lightness, air conditioning, etc.) and immediately reports if any disorder occurred. 
• Ensure the cleanness and safety of offices, meeting & training rooms. 
• Assists the security in managing the reception area 
• Participates in the fire drain in case of fire 
• Performs other clerical duties as needed, such as filing, photocopying, and collating. 
•  Keeps a log of each day's visitors, noting arrival and departure times 
• Perform other related tasks as assigned

Grade: 6

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

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 for the D-sat / C-sat based on the calibration. 
• Following up on the project's action plan to ensure fulfillment is done accurately.

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.
• Achieved quality Figures for their Accounts in the last 3 months.

INTERPERSONAL SKILLS: Ownership - Functional Skills - Ideas presentation and taking initiative - Customer Centricity - Continuous Learning - Results Orientated - Presentation skills

English Language :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.

GRADE:11

Location: MTZ

RESPONSIBILITIES:

• Assist in managing and supervising call center teams across shifts.
• Monitor call center metrics (AHT, FCR, CSAT, etc.) and take corrective actions when needed.
• Support hiring, training, and coaching of customer service agents.
• Handle escalated customer issues and ensure timely resolution.
• Collaborate with the Call Center Manager to implement process improvements.
• Conduct performance reviews and give regular feedback to team leaders.
• Ensure compliance with company policies and quality standards.
• Generate and analyze reports to assess efficiency and team performance.
• Step in for the Call Center Manager in their absence.

Qualifications:

• Experience: 3 up to 7 years in a call center environment, with at least 1 year in a supervisory or team lead role.
• Skills: Excellent communication, problem-solving, and conflict resolution skills.
• Technical Knowledge: Familiarity with CRM systems, call center software, and performance metrics.
• Leadership Abilities: Strong team management, coaching, and motivational skills.
• Education: Bachelor’s degree in Business, Communications, or a related field (preferred).

• Flexibility: Ability to work in shifts.

GRADE: 7  

BAND: Senior Professionals & Professionals 

DEPARTMENT: Human Resources 

SUB-FUNCTION: HRIS & Data management 

LINE OF BUSINESS: Raya Customer Experience

REPORTING TO: HRIS & Data management supervisor / Senior supervisor

       KEY RESPONSIBILITIES

• Creating & completing all exist & new hires profiles & HC Transactions on SNAP based on linked CVs.
• Collecting & Validating National IDs soft copies & archive it on shared folder received from Recruitment & share it back
• on monthly basis with Payroll to issue payroll cards.
•  Handling HRIS help desk tickets related to fulfill business needs raised from employees or any other stakeholders.
•  Maintain and update the HRIS with accurate and timely employee data, including new hires, terminations, promotions,
•  and transfers…. Etc. across all RCX sites.
•  Creating new hires HRID, following on users /work emails creation across all RCX sites.
•  Generating Reports & Dashboards to support stakeholders with needed business decisions (power BI or excel)
•  Data Cleaning for all employees across all systems monthly.
•  Sharing fact sheets analysis related to Recruitment & performance management functions according to COPC book.
•  Handling, validating & finalizing end to end cycle related to Internal transfer requests on Grade 6 with other stakeholder

• INTERPERSONAL SKILLS  
• 
  
• Result Orientation 
• Seeking Excellence 
• Business Acumen
• Ownership  
• Customer centricity  
• 
  

TECHNICAL SKILLS

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