Our Job Offers

GRADE: 7

Location: Across sites

DEPARTMENT: Information Technology 

SUB-FUNCTION: Technical Support

 KEY RESPONSIBILITIES: 

• Ensure incoming incidents are categorized, logged and resolved in a timely fashion and within the agreed SL to ensure meeting/exceeding the targets of the KPIs and aiming at the client satisfaction and avoid receiving any negative feedback. 
• Resolve software and hardware inquires and install, maintain, troubleshoot, support and repair desktop/laptop hardware and software. 
• Identify and publish internal solutions to solve problems and troubleshoot system and network problems and diagnose and solve network hardware/software faults and collect information/DB about nodes for future use; installing network devices. 
• Initiate/Manage user accounts across multiple systems including the email accounts and troubleshot/resolve profile issue for the operations agents only. 
• Work on the backup servers/recovery systems in order to restore any missing data when it is crucial and importantly required for continuing the business. 
• Assist users with wireless and remote access. 
• Handle all AVAYA issues including upgrading AVAYA firmware and configuring AVAYA [hardware/software] platforms to open the communication channel in between the client and the internal scope. 
• Assist in selecting and deploying new technology to support organizational goals and objectives.
• Proactively monitor the performance of the machines and ensure that all of them are properly operating and ready for service; or should perform direct maintenance if failure was figured out.  Handle operating system installation and ensure the system is configured based the client requirement. 
• Support business needed applications and escalate issues to the second line resolver group if not fixed. 
• Monitor infrastructure and conducts frequent health check up on computer hardware/software and execute preventive maintenance plans.

Recruitment:

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

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 B2

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: 8

Location: MTZ

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

Technical Experience: Must have a technical background

Language Needed: English C1 - Existing Team Leader- 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 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.

Title: Executive (Operational Training)- Task 

Grade: 6 

Department / Sub Department: Quality

Reporting To: Specialist

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 effectiveness of delivering the service; validating and justifying whenever any indicator is showing a wide variation or not meeting the benchmark 
• Flag issues and concerns that requires 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 projects action plan to ensure fulfilment is done accurately.

Vacancy Location: Abbasia Site

Skills Required:

• English Profile B1
• 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 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: 8

BAND:  Senior Professionals & Professionals

DEPARTMENT: Operations 

REPORTING TO:  Account Manager

REPORTING LINE TITLES:  Account advisor  

KEY 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.

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

TECHNICAL SKILLS:  Team Management – Decision Making – Analytical

LANGUAGE:  English: C1

- Transactions: Voice calls ,Email support & Social media moderation - Scope of support: Customer queries , Complaint handing & Follow up calls

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