Our Job Offers

GRADE: 8

BAND:  Senior Professionals & Professionals

DEPARTMENT: Operations

LINE OF BUSINESS:  Raya Contact Center

REPORTING TO:  Account Manager

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:  Result Orientation - Building network - Customer centricity - Coaching and monitoring  

TECHNICAL SKILLS:  Operational awareness -  Coaching and monitoring - Quality Focus

PROFESSIONAL EXPERIENCE:    6 months - Banking Experience

EDUCATIONAL BACKGROUND:  Bachelor Degree (Preferably in Banking or Business Administration)

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 KPIs 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

Location: Abbasia

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 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.

​

GRADE: 9 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Information Technology 

SUB-FUNCTION: Network 

LINE OF BUSINESS: Raya Customer Experience

REPORTING TO: Manager 

KEY RESPONSIBILITIES:

 Responsible for the implementation, maintenance, administration and integration of the corporate WAN, LAN and server architecture.

 Responsible for implementation and administration of network security hardware and software. 

 Enforcing the network security policy and complying with requirements of external security audits and recommendations. 

 Responsible about national and international providers for solving network connection issues. 

 Provide PRTG network performance report on weekly basis for all networking and security components. 

 Familiar with ACS, ISE, Prime, PRTG, Stealth Watch, ASA, Firepower and Fortigate. 

 Configure and maintaining Cisco Access controllers with Cisco Air Wireless devices plus Meraki Wireless solution. 

 Develop and instigated procedures for secure remote access, business continuity and disaster recovery. 

 Ensured the continuous availability of critical system functions at all times with 99 percent uptime SLA. 

 Identified and patched hundreds of security vulnerabilities in production servers and network hardware. 

 Minimized production power requirements and server/network loads on critical infrastructure.

KNOWLEDGE, SKILLS & PROFESSIONAL EXPERIENCE 

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

TECHNICAL SKILLS: Communication Skills – Critical thinking Skills – Analytical Skills – Coding Skills.

PROFESSIONAL EXPERIENCE:  

1. 3-5 years of work experience. 
2. CCNP R&S, CCNP Security is a must.
3. ITIL Foundation is a must.

LANGUAGE SKILLS: 

Arabic: Proficient

English: Proficient

Work Location: October

Job Description:

Support the department by clarifying payroll tax amounts of tax accounts and completing missed payment files for each account needed.

 Responsibilities: 

1.  Complete and submit with quality the information required by the Beanworks software following the data inside the invoices and Payment request forms. 
2. Review and analyze the particularities and the policies of the different Division Partners, Entity levels, and vendors. 
3. Process almost all the daily invoice volume that comes into Beanworks software. 
4. Report to the AP Leader the daily status of duties and responsibilities. 
5. Assist Accounting Supervisor and AP Leader with day-to-day assignments. 
6. Support any other tasks necessary within the AP department.

Skills and Qualifications:

• A degree in financial (or equivalent experience) 
• At least 6 months of experience in the Accounts Payable department. 
• Analytical skills. 
• Excellent computer skills are a must—Excel, Word, and E-mail. 
• Profession in English
• Excellent organizational and time management skills; strict attention to detail 
• Communicate 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. 
• Able to participate in solving problems and help make decisions based on the best information available by developing resolutions between parties. 
• Works well with other team members and departments in a professional and friendly manner to accomplish mutual goals and prepare assignments on time. 
• Able to ask for support and help as needed. 
• Ensures effectiveness in processes to achieve/seek best practices. 
• Provide feedback and suggestions for improved systems and efficiencies. 
• Excellent organizational and time management skills; strict attention to detail.

Working days: 

From Monday till Friday from 9 am till 6 pm

Grade: 9

Work Location: MTZ

English Level: B2

Interpersonal Skills: 

• Result Orientation, Operational Awareness, Building Network, Customer Centricity, Coaching & Monitoring, Strategic Thinking, Management Skills and Leadership skills.

Key Responsibilities:

• Leading, training and managing team leaders of the account and handling any issues that may arise. 
• Achieving account objectives and goals while motivating account staff. 
• Communicates client needs and demands to team leaders
• Forecasts and tracks account performance metrics
• Ensure the timely and successful delivery of service according to client needs and objectives
• Set team leaders and account advisors monthly objectives
• Applies operational, qualitative and business analysis of account performance
• Conduct process improvement opportunity analysis on all assigned projects in order to improve the performance 
• Translate the yearly clients feedback to actions aiming at improving the level of satisfaction of the client and meeting the communicated objectives
• Acts on negative feedback received from the QA department on the monthly end user satisfaction survey to ensure better results for the following month
• Perform weekly on floor audit to ensure consistency in delivering the service to the end user across all advisors of the project 
• Maintaining updated practices of COPC approaches and standards and follow up on the implementation to meet the PST targets
• Follow up in daily basis the performance indicators and share the feedback to his team enclosed with the corrective and preventive actions recommended for enhancement and progress in all business platforms with solid acknowledgement regarding the team understanding and awareness towards all actions and implementation and oversee the fulfillment.
• Align with other support functions and ensure that all business requirements are considered and contribute the HR team of performing the technical interviews to select the targeted criteria. 
• Audit on teams actions, orders and procedures; frequently conduct skip level meetings to insure equal chances of support upon his assigned team members and encourage healthy environment which lead to better opportunity of achieving the targets and benchmarks.
• Supervise and direct operation team leaders and provide support - within the process frame - in the unusual case escalations if any and coach the team actions. 
• Communicates with the client concerning the business reviews, operational results and participate in client’s meetings and align to the general strategies and actions aiming to improving the level of satisfaction of the client and meeting the set CSS benchmark.
• Ensure the non-disclosure agreement is completely running with no fail.

GRADE: 8

BAND:  Senior Professionals & Professionals

DEPARTMENT:  Human Resources

SUB-FUNCTION: Talent Acquisition

LINE OF BUSINESS:  Raya Customer Experience

REPORTING TO:  Supervisor

KEY RESPONSIBILITIES:

• Establish Recruiting requirements by studying and planning for the organization business plan and work proactively to fill vacant positions

• Identify all needs replacement positions or expansion requests and work on their hiring (Sourcing, Screening & Interviewing).

• Identify applicant requirements for each job by studying job descriptions and job qualifications. 

• Source and Screen candidates identifying their qualifications, for a specific job or for developing a pool of qualified candidates in advance if needed. 

• Builds applicant resources by researching and contacting community services. 

• Attract the target candidates by placing job advertisement, either internal or external. 

• Responsible for coordinating all management interviews, final interviews and external assessments. 

• Track and report all recruiting & hiring processes and follow continuous improvement targets 

• Lead the creation of a recruiting and interviewing plan for each vacant position including posting the job, coordinating all required tests & assessments, all interviews and the job offer in case of acceptance or feedback in case of rejection or pipeline.

• Evaluates applicants by discussing Job requirements and applicant with managers; interviewing applicants on consistent set of qualifications 

• Responsible for employee’s relocation and retention offers in coordination with concerned managers.

INTERPERSONAL SKILLS:

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

TECHNICAL SKILLS:

Analytical – Computer – Negotiation Skills

LANGUAGE SKILLS:

Arabic:  Proficient

English:  Proficient 

PROFESSIONAL EXPERIENCE:  3 – 5

EDUCATIONAL BACKGROUND:  Bachelor Degree in Business Administration or Human Resources