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Talent Acquisition Senior Admin

unpublished
1 open position

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

--Raya CX WL--
RCX / Human Resources / Talent Acquisition & Recruitment / Talent Acquisition

Specialist (MIS/Business Intelligent)

unpublished
1 open position

Grade: 8

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

TECHNICAL SKILLS:  Analytical – My SQL – Microsoft Power BI – Python awareness.

PROFESSIONAL EXPERIENCE:  3-5  

KEY RESPONSIBILITIES:

1. Deploy transformations tools to improve the reports automations & the interactive dashboards with powerful business insights. 

2. Supervise and direct the operation of the performance for MIS-BI team & set the team unit objectives. 

3. Lead, Mentor, Coach, Develop, Evaluate and Train team members & Ensure Staff awareness and adherence to RCC’s code of conduct and internal related policies and procedures.

4. Manage BI tools & FTP’s folders to ensure tracking performance trends integrating multiple sources of data, and preparing business reviews and presentations 

5. Initiate Visual dashboards with an interactive insight to highlight the positive or negative trends that determine the effectiveness of operations and effect on business productivity and profitability

6. Conduct Automation opportunity analysis in order to maximize Raya CX service offering and value-added to its clients 

7. Communicate all Outcomes & agreed actions with the clients to improve project dashboards 

8. Creating automated on-time reports /PPT to support the decision-making process & Ensure audit the Client KPI’s Reporting related requirements are met across all projects 

9. Work cross-functionally as needed to enable data architecture and automations solutions that best meet the analytics and reporting needs of the business. 

10. Initiate a data-quality drivers to strategy used to improve processes for the most failed metric to Improve the performance, Develop, implement, & to be through the automation’s tools 

11. Providing the necessary information as the need arises to assist and support the implementation of all new project & Client KPI’s to the Customer Journey Maps comparing with VOC according to the prioritization approach

 12. Align with business owners that all business activities are benchmarked, and accurately measured on COPC benchmarking on an ongoing basis to maintain and improve performance to the required status.


 


--Raya CX WL--
RCX / Support Function & Control / MIS & Reporting

LC WAIKIKI Team Leader

unpublished
1 open position

Grade: 8

Location: Motamayez

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.


--Raya CX WL--
RCX / Call Center Operations

IT Software Development Specialist

unpublished
1 open position

GRADE: 9

BAND:  Senior Professionals & Professionals

DEPARTMENT:  Information Technology

REPORTING TO:  Manager


KEY RESPONSIBILITIES:

 Implement the functional and nonfunctional requirements for the automation, integration and digital transformation business requirements. 

 Implement on wide scale new digital technologies, Omni Channels, Social Media customer server platforms, analytics and robotics, self-services and IVR technologies. 

 Assure the quality of deliverables before submission to the production environment by executing the provided UAT plans. 

 Assists with troubleshooting and offer support to internal representatives. 

 Participate in building required Technical Documentation, Users Manuals, and Training Materials for any new/existing implementations. 

 Deliver on time all the assigned development and integration tasks as per the business plans. 

 Deliver a high quality code snippets with minimal defects based on the agreed naming conventions and code quality standard. 

 Provide ongoing maintenance, support and enhancements in existing systems and platforms.


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  

--Raya CX WL--
RCX / Information Technology / Software Development
About us

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