Our Job Offers

GRADE: 9

BAND:  Senior Professionals & Professionals

DEPARTMENT:  Information Technology

REPORTING TO:  Information Technology Section Head

KEY RESPONSIBILITIES:

1. Take charge of Extract, Transform, Load stage, an ETL developer performs tasks connected with data analytics, testing, and system architecture.

2. Manage data sources connectivity with high performance smartly.                                                

3. Extracts the data and delivers it to the new system once the data warehouse is completed to manage the ETL process.

4. Building a Data Warehouse. After figuring out the needs, the ETL developers build a data warehouse tailored to an organization's needs.                    

5. Building reliable data pipelines: a sum of tools and processes that bring data to the user. Pipelines connect data between systems and transfer it from one format into another.                                                                                                                                                                                                     

6. Quality Assurance. After the warehouse gets off the ground, the ETL developers run tests to ensure its stability.       

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

TECHNICAL SKILLS: 

- Business Intelligence Concepts, Tools, and Applications

- Big Data Integration and Processing

Skills Required:

• English Profile B1
• Result Orientation
• Operational Awareness
• Building Network
• Customer Centricity
• Coaching & Mentoring 
• QA Focus

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.

Chatting Agent

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

GRADE: 7 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: WFM/RTM 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Specialist

KEY 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 report 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.

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

TECHNICAL SKILLS:  Analytical – Computer