Our Job Offers

Skills Required:

• English Profile A2
• Result Orientation
• Operational Awareness
• Building Network
• Customer Centricity
• Coaching & Mentoring 
• QA Focus

Must have a GSM background

Job Responsibilities: 

• Supervises/manages the 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.

itle: 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

Position: Property Advisor

Company Overview:

RayaCX is a leading property management company that specializes in providing exceptional services to both residential and commercial clients.

Our team of experienced professionals is dedicated to delivering top-notch solutions that meet the unique needs of our clients. We are committed to building long-term relationships with our clients by providing them with the highest level of customer service and satisfaction.

Job Overview:

As a Property advisor at RayaCX, you will be responsible for providing expert advice and guidance to clients on all aspects of property management. You will work closely with our clients to understand their needs and goals, and provide them with customized solutions that meet their specific requirements. You will also be responsible for building and maintaining relationships with clients, property owners, and other stakeholders to ensure the smooth operation of our properties.

Key Responsibilities:

- Provide expert advice and guidance to clients on all aspects of property management, including property valuation, marketing, leasing, and maintenance. - Conduct market research and analysis to identify potential investment opportunities for clients. - Develop and maintain relationships with clients, property owners, and other stakeholders to ensure the smooth operation of properties. - Prepare and present property reports and updates to clients, including financial statements, occupancy rates, and market trends. - Collaborate with our team of property managers to ensure that properties are well-maintained and in compliance with all regulations and standards. - Stay up-to-date with industry trends and changes in the real estate market to provide clients with the most current and relevant information. - Negotiate and finalize lease agreements and contracts on behalf of clients. - Act as a liaison between clients and property owners to resolve any issues or concerns that may arise.

Qualifications:

- Bachelor's degree in Real Estate, Business Administration, or a related field. - Minimum of 3 years of experience in property management or real estate. - Strong knowledge of property management principles, practices, and regulations. - Excellent communication, negotiation, and interpersonal skills. - Proven ability to build and maintain relationships with clients and stakeholders. - Highly organized and detail-oriented. - Proficient in MS Office and property management software. - Must have a valid real estate license.

We Offer:

- Competitive salary and benefits package. - Opportunities for career growth and development. - Dynamic and supportive work environment. - Training and resources to help you succeed in your role. - A chance to be a part of a leading property management company.

If you are passionate about real estate and have a strong desire to provide exceptional service to clients, then we want to hear from you! Apply now to join our team at RayaCX as a Property Advisor.

Job Description:

The Senior Accountant is responsible for providing organized and detail-oriented professional services to support full-cycle accounting within the Finance division of a growing financial company. The role also involves offering support to the Corporate Accounting department based in the USA. The primary focus of this position is on Divisions that offer Software as a Service (SaaS) products, and the related Revenue Recognition Accounting.

Responsibilities:

1. Provide support for G/L postings, fixed assets/depreciation, cost-center allocations, prepaid expenses, and accrued liabilities.

2. Conduct bank reconciliations.

3. Help with balance sheet reconciliations and transactional reviews.

4. Process corporate AR transactions, including invoicing and payment applications.

5. Generate daily, weekly, and monthly reports for GL, AR, and Cash.

6. Assist in the monthly close process and preparation of financial statements.

7. Aid in budgeting, financial statements, loan covenant, and variance analysis.

8. Monitor and maintain the integrity of the GL accounting system, specifically the chart of accounts and subaccount list.

9. Communicate with banks and other agencies to resolve issues and respond to inquiries in a professional manner.

10. Assist with audit preparation and responses.

11. Update and maintain policies and procedure documentation.

12. Meet client contractual commitments through timely and accurate reporting and issue resolution.

13. Perform other job-related duties as directed by the supervisor.

14. Assisting the Accounting Manager with the preparation and analysis of Monthly Revenue Recognition journal entries.

15. Completing monthly general ledger accounting reconciliations

16. Assisting with the preparation of Monthly Revenue Reporting and Analysis, including Revenue by Customer and Product.

Skills and Qualifications:

• Strong English language skills, both written and spoken
• Strong understanding and experience with accrual accounting
• Intermediate level of understanding and experience with Microsoft Excel, preferably with experience using pivot tables
• Communicates effectively in individual or group situations including demonstrating active listening skills
• Ability to communicate effectively orally and in writing, using accurate grammatical form, and able to read and interpret written information
• Ability to maintain confidentiality
• Ability to work effectively with other internal and external departments
• Ability to work independently and as a team player
• Problem-solving skills are mandatory as well as the ability to manage resources to complete team goals
• Excellent organizational and time management skills; strict attention to detail
• Excellent computer skills: Excel, Word, and E-mail (Sage Intacct & Prism HRP experience is a plus)
• US GAAP accounting experience preferred
• A degree in accounting or related field (or equivalent experience)
• At least 6 years of experience in full-cycle accounting.
• Experience with multi-company / divisional financials and job costing is highly desirable
• CPA preferred; Certified public accountants have an added advantage over the accountants who do not have the required certification.

Schedule 

Workdays from Monday till Friday / 4 PM till 12AM

Grade: 7

Location: MTZ

Department: Supporting Functions 

Reporting to:  Specialist 

Interpersonal Skills:  Continuous learning - Idea Presentation and taking initiative - Customer Centricity - Functional Skills - Ownership 

Technical Skills:  Analytical Skills

Language Needed: English A2 Males Only

Job Responsibilities

• Executes plans and ensures effective implementation of schedules. 
• Administers Call Center Agents’ scheduling. 
• Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns. 
• Reconciles daily attendance with agents' schedule and time in/time out reporting in coordination with the Team leader.
• Create and deliver daily, weekly, and monthly WFM reports. 
• Communicate changes to scheduling to ensure suitable daily resource coverage. 
• Maintain running reports of attendance incidents. 
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.  Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed. 
• Ability to facilitate Daily Operations updates. 
• Manage non-productive time request process, ensuring activities are planned without impacting SLAs 
• Reports the operational violations to HR to implement CC Code of Conduct. 
• Perform any additional related tasks.
  

grade: 8

Location: Crystal Plaza

Department: Operations

Reporting to:  Account Manager

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

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

Language Needed: English  A2, B1

Gender Required: Males ONLY

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/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 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 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

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

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 

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.

Location: Crystal Plaza

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 A2

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.