Our Job Offers

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

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

Title: Executive (Operational Training)- Task 

Grade: 6 

Department / Sub-Department: Operational Training 

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: 

Nature of Impact: 

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

GRADE: 9 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Operational Supporting Functions 

SUB-FUNCTION: Training 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Supervisor 

REPORTING LINE TITLES DIRECT: Sr. Executive – Executive.

KEY RESPONSIBILITIES:

• Ensure the effective delivery of training courses, programs and sessions 

• Responsible for controlling all training performance targets and for improving failed metrics if any. 

• Responsible for the technical development for all training executives and senior executives. 

• Planning and implementing all training surveys to identify areas of improvement and provide trainees feedback. 

• Designing required training courses programs or sessions according to staff knowledge and skills 

• Liaises with external course providers to be updated with last training techniques and programs. 

• Selects appropriate instructional procedures or methods such as individual training, group instruction, self study, lectures, exercise, role play and computer based training. 

• Ensure that all training manuals, materials, references, library are always updated. 

• Maintain records/reports and prepare statistical reports to evaluate performance and monitor progress 

• Provides pre-operational feedback to HR and OP on new agents and their fitness for performing duties required in their respective projects. 

• Communicates regularly with operations to assess agents needing training and delivering required new and refresher classes personally or through available trainers 

• Review the performance of trainers and coaches in their results and gives them direction for ongoing performance improvement 

• Delivers training/coaching & OJ training for new/existing call center staff. 

• 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

INTERPERSONAL SKILLS

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

TECHNICAL SKILLS 

• Analytical 
• Computer
  

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:  B2

Executive (Operational Training) - Task

Grade: 6

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 an issue in a logical and consistent manner   

Location: Raya Holding

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 - Continous Learning - Results Orientated - Presentation skills

Language: English level C1

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.