Our Job Offers

KEY RESPONSIBILITIES:

* Ensure incoming incidents are categorized, logged and resolved in a timely fashion and within the agreed SL to ensure meeting/exceeding the targets of the KPIs and aiming at the client satisfaction and avoid receiving any negative feedback.

  Resolve software and hardware inquires and install, maintain, troubleshoot, support and repair desktop/laptop hardware and software.

  Identify and publish internal solutions to solve problems and troubleshoot system and network problems and diagnose and solve network hardware/software faults and collect information/DB about nodes for future use; installing network devices. 

 Initiate/Manage user accounts across multiple systems including the email accounts and troubleshot/resolve profile issue for the operations agents only. 

 Work on the backup servers/recovery systems in order to restore any missing data when it is crucial and importantly required for continuing the business. 

 Assist users with wireless and remote access. 

 Handle all AVAYA issues including upgrading AVAYA firmware and configuring AVAYA [hardware/software] platforms to open the communication channel in between the client and the internal scope. 

 Assist in selecting and deploying new technology to support organizational goals and objectives. 

 Proactively monitor the performance of the machines and ensure that all of them are properly operating and ready for service; or should perform direct maintenance if failure was figured out. 

 Handle operating system installation and ensure the system is configured based the client requirement. 

 Support business needed applications and escalate issues to the second line resolver group if not fixed. 

 Monitor infrastructure and conducts frequent health check up on computer hardware/software and execute preventive maintenance plans. 

Responsibilities:

Support in writing Knowledge and Process Reference for CEC

Requirements:

• English (Writing): C1
• Writing Skill (writing structure, Grammar, spelling, punctuation, etc.)
• Accountable and hard worker 
• Top Quartile 

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
  

Title: Executive (Operational Training)- Task 

Grade: 6 

Department / Sub Department: Operational Training 

Reporting To: Operational Senior Executive

Job Purpose: Designs and delivers training courses in for employees working in the Call Center Operations aiming at leveraging their skills and improving their performance. 

Key Responsibilities: 

• Carrying out training needs analysis to identify the level of people's knowledge
• Design course materials and other documents such as handouts, manuals, and exercises 
• Organizes courses to meet the needs of learners and the demands of business 
• Evaluates the effectiveness of the training and course outcomes 
• Liaises with external course providers to be updated with the latest Training techniques & program 
• Abides to COPC approaches and requirements 
• Leverage function performance to meet training metrics targets.
• Communicates regularly with Operations to tailor and deliver refreshment sessions based on quality reports presented.
• Provides pre-operational feedback to HR and OP on new agents and their fitness for performing duties required in their respective projects 
• Evaluate agents' responsiveness to training and development.
• Logs in for a minimum of 3 hours per quarter in his/her respective projects.
• Ensures training evaluation form is used by Trainees. 
• Acts as a Reference for calibration sessions.
• Acts as a gauge for TL and QA monitoring process and accordingly monitors them side by side to assure they are adhering to the calibration process. 
• Login specific hours. 
• Performs other related duties