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GRADE: 7

BAND: Senior Professionals & Professionals

DEPARTMENT:  Operational Supporting Functions 

LINE OF BUSINESS:  Raya Customer Experience 

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. 

• 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) 

• 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 

• Responsible for the headcount salary confirmation for newly hired and internally transferred trainees.

INTERPERSONAL SKILLS:

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

TECHNICAL SKILLS:

Analytical – Computer – Negotiation 

LANGUAGE SKILLS:

Arabic:  Proficient

English:  B2

GRADE: 9 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Operational Supporting Functions 

SUB-FUNCTION: Training 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Supervisor 

REPORTING LINE TITLES DIRECT: Sr. Executive – Executive.

KEY RESPONSIBILITIES:

• Ensure the effective delivery of training courses, programs and sessions 

• Responsible for controlling all training performance targets and for improving failed metrics if any. 

• Responsible for the technical development for all training executives and senior executives. 

• Planning and implementing all training surveys to identify areas of improvement and provide trainees feedback. 

• Designing required training courses programs or sessions according to staff knowledge and skills 

• Liaises with external course providers to be updated with last training techniques and programs. 

• Selects appropriate instructional procedures or methods such as individual training, group instruction, self study, lectures, exercise, role play and computer based training. 

• Ensure that all training manuals, materials, references, library are always updated. 

• Maintain records/reports and prepare statistical reports to evaluate performance and monitor progress 

• Provides pre-operational feedback to HR and OP on new agents and their fitness for performing duties required in their respective projects. 

• Communicates regularly with operations to assess agents needing training and delivering required new and refresher classes personally or through available trainers 

• Review the performance of trainers and coaches in their results and gives them direction for ongoing performance improvement 

• Delivers training/coaching & OJ training for new/existing call center staff. 

• Oversee all the activities of own team to ensure high performance levels and efficient implementation. 

• Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans. 

• Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives

INTERPERSONAL SKILLS

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

TECHNICAL SKILLS 

• Analytical 
• Computer
  

Location: Hurghada

Grade: 7

Eligible Applicants:

• Passed 9 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the last 3 months of their KPIs.
• Archived Quality Figures of their Accounts in the last 3 months.

INTERPERSONAL SKILLS: 

• Ownership
• Functional Skill
• Continuous Learning
• Customer Centricity
• Ideas presentation and Taking initiative
• Presentation skills
• Results-oriented 

Language: English level B1

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 the effectiveness of delivering the service; validate and justify whenever any indicator is showing a wide variation or not meeting the benchmark.
• Flag issues and concerns that require 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 project's action plan to ensure fulfillment is done accurately.

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 Operations

Banking Experience Required

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.