Our Job Offers

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.

GRADE: 8 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: MIS 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Section Head

KEY RESPONSIBILITIES 

 Provide frequent CSAT related Analysis including CSAT drivers & EU feedbacks analysis Work on Improvement project for performance metrics (6 Sigma) according to the prioritization approach or Red flags 

 Analyzing & provide recommended improvement actions for operational KPIs and results on periodical basis to ensure availability of information to all levels 

 Studying positive or negative trends that determine the effectiveness of operations and effect on business productivity and profitability

 Responsible to identify any sort of weaknesses including dropped Table-F metrics and aims to eliminate them, ensuring documentation for proper action plan 

 Conduct improvement opportunity analysis in order to maximize Raya service offering and value added to its clients 

 Work closely with the Operations Manager & Program Manager to lead and drive improvement projects using structured improvement processes e.g. 6 Sigma 

 Align with all management levels in case of unexpected events, or potential crisis situations on ad-hoc basis to ensure actions take place for performance to be at the required status 

 Creating on-time reports, business scorecards and results management dashboards on periodical basis to support the decision-making process 

 Providing the necessary information as need arises to assist and support implementation of all new project scope, Including Process Maps/Documents + Designing IVRs + Customer Journey Maps 

 Analyze and measure staff KPIs and results on individual level on periodical basis to ensure all required information availability to all levels 

 Design CC staff KPIs based on Client focus, 6 Sigma Projects required controls or red flags 

 Align with all business owners that all business activities are benchmarked on Table - F on an ongoing basis & Identify Table F required metrics based on COPC exhibits for each service type / client required metrics according to SOW 

 Deliver results on time with the agreed quality benchmark. 

 Ensure staff awareness and adherence to RCC’s code of conduct and internal related policies and procedures.

INTERPERSONAL SKILLS 

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

TECHNICAL SKILLS

Analytical – Computer 

EDUCATIONAL BACKGROUND

- Bachelor Degree 

- Six Sigma Green Belt certificate or equivalent is required  

REPORTING TO Finance Director

REPORTING LINE TITLES DIRECT: Specialist – Sr. Accountants – Accountants

Technical Skills:  Communication skills – Decision Making – Finance Management – Analytical Skills

Professional Experience:  5+ years of experience

Management Experience:  2 years of experience

Educational Background:  - Bachelor's degree - Post-graduate certificate (CFA or CMA)

KEY RESPONSIBILITIES

• Conducts special studies to analyze complex financial actions and prepares recommendations for procedure, control, or action
• Analyzes financial information to determine present and future financial performance. 
• Identifies trends and recommends improvements accordingly 
• Evaluates complex profit plans, operating records, and financial statements. 
• Directs preparation of studies, reports, and analyses in areas such as budgets, forecasts, financial plans, governmental requirements, statistical reports, cash flow projections, and business forecasts. 
• Establishes databases of pertinent information for use in analyzing future plans and forecasts. 
• Coordinates with all levels of management to gather, analyze, summarize, and prepare recommendations regarding financial plans, acquisition activity, new business planning, and trended future requirements. 
• Provides assistance to LOBs in the development of the budget, planning, and other corporate financial requirements. 
• Responsible for preparing internal year- to - date reports for each department

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 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.

Location: Motamyez

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.
• 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 up to 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 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

Location: MTZ

Grade: 8

Skills Required:

• English Profile C1
• Result Orientation
• Operational Awareness
• Building Network
• Customer Centricity
• Coaching & Mentoring 
• QA Focus

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 first line of escalation 
• Coordinates, as needed with all supporting functions to eliminate any problems affecting the operations 
• Adheres to all schedules (Advisors/operations / Monitoring) 
• Carries out annual performance assessments 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 workforce 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 with 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.

Location: MTZ

Grade: 9

Shifts: Rotational: 24/7

Need Existing service delivery supervisor 

Eligible Applicants:

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

INTERPERSONAL SKILLS:  Result Orientation - Operational Awareness - Building Networks - Coaching & Mentoring - Customer Centricity

Language: English level B2

KEY RESPONSIBILITIES

• Take financial responsibility for assigned accounts, including forecasts, and assist with billing queues and invoice and account receivable issues. 
• Set and meet performance targets; participate with the upper management in designing performance key metrics and KPIs [All Lines]. 
• Plan to improve, develop, and drive achieving the financial and non-financial objectives and frequently follow up the achievements with staff. 
• Proactively monitor service delivery to prevent revenue erosion realized from penalties or other items. 
• Optimize service offerings and implement initiatives to drive consistent service delivery and portfolio growth throughout the assigned account meeting and exceeding objectives. 
• Follows the implementation approach for any new scope or change of scope required by the client 
• Maintaining updated practices of COPC approaches and standards and following up on the implementation to successfully meet the PST expectations. 
• Constantly update the service manual for assigned projects and present this to the client for approval
• Arrange for hiring calibration between the client and RCC HR then to ensure the profile agreed upon is maintained. 
• Set the operational objective for the assigned project (Account Advisors – Team Leaders & Account Managers) 
• Communicate with Call Center clients concerning the business / operational results 
• Applies operational, qualitative, and business analysis of project operational processes 
• Updates constantly service manual for assigned projects and presents this to the client for approval 
• Oversee all the activities of own team to ensure high-performance levels and efficient implementation. 
• Responsible for the professional development of my own team and ensuring it is aligned with the organizational career progression and succession plans. 
• Responsible for setting the team objectives in correlation with the department objectives, providing coaching and action plans required to achieve objectives

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.