Our Job Offers

• Assist the organization by protecting its internal controls by identifying weaknesses to prevent/mitigate risks by examine the organization processes to ensure sufficient controls are kept and provide additional recommendations with solutions to fix internal controls. 
• Create/Develops audit programs, Conduct the audit field work and procedures. 
• Participate in the updating audit universe of the company. 
• Participate with internal audit manager in monitor, assess and supervising the performance of internal audit team. 
• Participate with internal audit manager in creating audit documentations (manual, programs and other admin docs). 
• Supervising and conducts internal audits of specified areas of the business (as per audit plan, Audit committee and CEO special assignment/unplan audits). 
• Follows up on audit recommendations and prepare the monthly related reports to internal audit Manager and compliance manager/Deputy internal audit manager. 
• In liaison with the ERP and other experts, develops audit software to support audits. 
• Assists with the audits of various functions, and perform direct supervisor directions. 
• Helps to roll out/implement control procedures. 
• Assists the of internal audit team to anticipate internal control problems.

You are about to apply for a job in a certified Top Employer 2023! Ready to be part of one of the Market Leaders in Egypt? Apply Now! Raya CX; one of Raya's subsidiaries is hiring a Marketing Head.

What will you do ?

• Develop and implement comprehensive marketing strategies that align with company goals and objectives.
• Lead, mentor, and manage the marketing team to achieve high performance and foster professional growth.
• Enhance and maintain the company's brand identity across all channels and platforms.
•  Oversee digital marketing initiatives, including SEO, SEM, email marketing, social media, and online advertising campaigns.
•  Conduct market research to identify trends, customer needs, and competitive landscape. Use insights to drive marketing strategies and tactics.
• Collaborate with commercial teams to develop and execute go-to-market strategies for new services.
• Oversee the creation of engaging and relevant content for various marketing channels, including blogs, newsletters, and social media.
• Develop and manage the marketing budget, ensuring efficient allocation of resources to achieve maximum ROI.
• Manage public relations efforts, including media relations, press releases, and events, to enhance the company's public image.
• Monitor and analyze marketing performance metrics, prepare reports, and provide insights to senior management.

What will you need ?

• Interpersonal Skills: Strategic Thinking – Operations Development – Influencing Others – Developing Successors – Customer Centricity.
• Technical Skills: Knowledge of current performance metrics Functional knowledge of Oracle and other database environments Knowledge of policies and procedures Strong planning and organizational skills. Ability to tie and group goals and objectives to the strategic goals.
• Professional Skills: Minimum of 10 Years of overall business experience.
• COPC background is a must. ▪ Responsibility for corporate P&L.
• Management Skills: 7 years of relevant managerial work experience in large contact center enterprises.
• Educational Background: Bachelor Degree preferable in Business Administration. - MBA is an added plus - COPC Certificate is an added plus - Six Sigma Certificate is an added plus.

What is unique about Raya?

• Are you an eager learner? Raya believes in its employees, so we aim to continuously provide learning & development plans for all of our employees to ensure their personal and career development.
• Are you looking for career progression? Raya is an entity where you can grow whether horizontally or vertically as we offer internal transfer opportunities.
• Are you looking for a rewarding environment? Raya's top achievers are awarded annually with an international 5 days trip.
• Are you looking for an opportunity to give back to the community? Raya encourages their employees to give back to the community through different ongoing CSR programs and initiatives.
• Are you a foodie? Exclusive discounts for Raya employees at Raya’s Restaurants (Ovio, Jones The Grocer, The Lebanese Bakery, and Loris).

Grade: 8

Location: Crystal Plaza

Department: Operations

Reporting to:  Service Delivery Supervisor

Interpersonal Skills:  Result Orientation - Building Network - Customer Centricity - Coaching & Mentoring 

Technical Skills:  QA Focus - Operational Awareness - Coaching and Mentoring

Only Keeta Agents eligible to apply.

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.

grade: 8

Location: Crystal Plaza

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 - Only for Offshore Accounts.

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 the 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 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 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 to the plan. 
• Conduct process improvement opportunities on all assigned teams 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

Reporting To: Supervisor

INTERPERSONAL SKILLS :Result Orientation - Operational Awareness - Building Networks - Coaching & Mentoring -

Customer Centricity

TECHNICAL SKILLS: Communication skill - Negotiation Skill – Relations Management

Responsibilities: 

• Review projects KPIs (WFM metrics).
• Assures that all plans and schedules are implemented with the agreed quality bench mark and with
• compliance with the WFM methodologies.
• Propose and participates in contingency plans whenever needed.
• Propose recommendations and action plans for any dropped metric such as service level, adherence,
• absenteeism, utilization, AHT, FTE, occupancy, tardiness and conformance.
• Owns and provide head count reports for each project model.
• Provide analytical support to operations
• Review and confirm modifications needed for the staffing plan to ensure meeting the respective targets
• Owns and review overall projects KPIs reports and deliver it to the management and clients on time.
• Responsible for the delivery of WFM reports on daily, weekly, monthly and quarterly basis
• Communicated with the concerned parties any changes of scheduling to ensure suitable resource
• coverage.
• Supervise managing non-productive time requests to enhance projects deliverables.
• Manages Senior Analysts and Analysts performance and objectives
• Ensure Staff awareness and adherence to RCC’s code of conduct and internal related policies and
• procedures.
• Set clear team goals.
• Delegate tasks and set deadlines
• Provide the team with a vision of the project objectives
• Handle all team escalations and feedback and work on resolving their issues
• Motivate team members and recognize high performance and reward accomplishments
• Create and environment oriented to trust, open communication, creative thinking and cohesive team
• efforts
• Provide any training that team members need.
• Responsible for performance appraisals of all direct reports

Grade: 8

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.
  

Grade: 8

Location: MTZ

Department: Operational Support

Reporting to:   Supervisor

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

Technical Skills:   Analytical – Computer

Job Responsibilities

• Manages operations staffing plans for potential and existing projects. 
• Structures historical data to build a forecasting database. 
• Forecasts arrival volume and patterns based on historical data and future updates 
• Schedules the staff to meet the SLA with the maximum proper occupancy. 
• Organizing Team Leaders' schedules to manage attendance and meet any faced escalations, In addition to Account Managers in occasions only.
• Coordinates with all concerned parties to collect any required data for understanding the call volume curve. 
• Measures forecasting and scheduling accuracy. 
• Creates reports and dashboards on historical data and forecasting results from applicable systems. 
• Creates integrated data base tracking tools for staffing shrinkage pattern (Vacation, Sick, training, attrition etc.) 
• Maintain holiday pattern forecasts to ensure effective coverage for holidays. 
• Provide analysis and recommendations to improve staffing levels and efficiency.
• Analyze reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness. 
• Generate daily, weekly, monthly and annual forecast and reforecast when necessary. 
• Report hiring and attrition impact in short term and long term forecast. 
• Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments.
• Provide proactive solutions that support the call center management and workforce management for continuous improvement. 
• Schedule Training rooms utilization. 
• Plan & manage offline activities. 
• Perform other related tasks

GRADE: 8

BAND:  Senior Professionals & Professionals

DEPARTMENT: Operations 

REPORTING TO:  Account Manager

REPORTING LINE TITLES:  Account advisor  

Sales Experience is 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 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

Location: Crystal Plaza

Department: Operations 

Interpersonal Skills:  Result Orientation - Building Network - Customer Centricity - Coaching & Mentoring 

Technical Skills:  QA Focus - Operational Awareness - Coaching and Mentoring

Language Needed: B1

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.

Grade: 7

Location: Across

Department: Workforce Management 

Reporting to:   Workforce Supervisor 

Language Needed: English B1 

Gender: Grad Males Only.

Job Responsibilities

• Perform Segregation of Duties (SOD) checks ensuring access requested does not have conflict with existing accesses and manual job responsibilities. Accuracy is of the essence. 
• Provisioning of system access based upon the approved Undertaking Request Forms 
•  Review weekly movement reports ensuring transfer employee's system access is up-to-date and terminated user's system access is revoked on time. 
•  Raise access termination requests and other requests pertaining to operations existing and incoming new tools
•  Extract the User Access data from the source systems ensuring the data is complete and accurate. 
•  Maintaining on time of user deletion. 
•  Administers Call Center Agents’ scheduling. 
•  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. 
•  Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.

GRADE: 7  

BAND: Senior Professionals & Professionals 

DEPARTMENT: Human Resources 

SUB-FUNCTION: HRIS & Data management 

LINE OF BUSINESS: Raya Customer Experience

REPORTING TO: HRIS & Data management supervisor / Senior supervisor

 Must be advanced in Excel

       KEY RESPONSIBILITIES

• Creating & completing all exist & new hires profiles & HC Transactions on SNAP based on linked CVs.
• Collecting & Validating National IDs soft copies & archive it on shared folder received from Recruitment & share it back
• on monthly basis with Payroll to issue payroll cards.
•  Handling HRIS help desk tickets related to fulfill business needs raised from employees or any other stakeholders.
•  Maintain and update the HRIS with accurate and timely employee data, including new hires, terminations, promotions,
•  and transfers…. Etc. across all RCX sites.
•  Creating new hires HRID, following on users /work emails creation across all RCX sites.
•  Generating Reports & Dashboards to support stakeholders with needed business decisions (power BI or excel)
•  Data Cleaning for all employees across all systems monthly.
•  Sharing fact sheets analysis related to Recruitment & performance management functions according to COPC book.
•  Handling, validating & finalizing end to end cycle related to Internal transfer requests on Grade 6 with other stakeholder

• INTERPERSONAL SKILLS  
• 
  
• Result Orientation 
• Seeking Excellence 
• Business Acumen
• Ownership  
• Customer centricity  
• 
  

TECHNICAL SKILLS

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