Our Job Offers

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

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

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

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

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