Our Job Offers

Grade: 9

Eligible Applicants:

• Passed 6 months in their last account/project.
• No Active Misconducts.
• Grades 8 & 9 are only eligible to apply

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

Technical Skills: Communication skills - Negotiation Skills – Relations Management

Language: English level B2 or higher

KEY RESPONSIBILITIES

• Track project’s adherence to target and process; escalate gaps as needed.
• Review all related metrics to enhance results and recommend solutions.
• Ensure all targets are being followed and evaluate the performance accordingly.
• Ensure failures and potential failures are reviewed and action plans are set.
• Ensure all quality-related metrics are being analyzed and variations are minimized.
• Oversee all activities of own team to ensure high-performance levels and efficient implementation of procedures.
• Responsible for all business reviews with clients and internal stakeholders to ensure all actions are in place.
• Analyzing and correlating C-sat and Quality Data to provide a root cause for the needed KPIs.
• Meet with stakeholders to provide an effective action plan.
• Following up on the action plan fulfillment, accuracy, and Impact.

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: 

Nature of Impact: 

• 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

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: 6 (Task)

DEPARTMENT: Operations 

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

TECHNICAL SKILLS:  Team Management – Decision Making – Analytical

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.

1. Documenting business processes, workflows, and SOPs in a clear and structured format

2. Gather process information through interviews, workshops, and coordination with department owners

3. Convert operational activities into standardized process documentation (flowcharts, SOPs, policies)

4. Maintain and update existing process documentation to reflect changes in operations

5. Support process mapping activities using tools such as Visio, PowerPoint, or similar

6. Ensure consistency in formatting, terminology, and documentation standards

7. Support process improvement initiatives by preparing documentation and reports

Grade: 7

Department: Supporting Functions 

Interpersonal Skills:  Continuous learning - Idea Presentation and taking initiative - Customer Centricity - Functional Skills - Ownership 

Technical Skills:  Analytical Skills

Language Needed: English B2

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: 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

Location: Palm Strip

INTERPERSONAL SKILLS: 

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

TECHNICAL SKILLS: 

Analytical – Computer.

LANGUAGE SKILLS:

English: B2

PROFESSIONAL EXPERIENCE:  2-3 years

KEY RESPONSIBILITIES:

• Monitor either remotely or on a recorded basis and evaluate agents, team leaders & Trainers' performance (script, data, process consistency, product knowledge, and behavior) for all transactions to ensure quality service.
• Implement quality assurance standards, evaluate the adequacy of quality assurance and standards
• Oversee all verification processes (Calibrations, Quizzes, tests or certifications & quality induction).
• Identify failures and potential failures to recommend action plans/preventive actions and communicate results with the concerned management.
• Identify quality variations from metrics and documents related to quality issues/cases.
• Validate and brief investigations team when required and ensure accurate meaningful reports are prepared within previously agreed timescales and support and advise project’s stakeholders in all issues relating to quality compliance
• Carry out the responsibility of gauge scoring for quality executives, team leaders, and trainers.
• Analyzing and correlating C-sat and Quality Data to provide a root cause for the needed KPIs
• Meet with stakeholders to provide an effective action plan 
• Following up on the action plan fulfillment, accuracy, and Impact

Grade: 7

Reporting to: Team Leader

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

TECHNICAL SKILLS:  Communication Skills - Results Oriented - Quality Focus - Analytical Skills - Presentation Skill - Time Management - Motivational Thinking - Multitasking

Responsibilities 

• Obtain and analyze details of customer complaints and provide information as needed;
• Discuss result of investigation with Customer Drivers and Customer Passengers and any other related parties thru phone call or other required platform.
• Keep record of complaint details and interactions and correspondence with Customer Drivers and Customer Passengers which will be documented in Customer’s system per SOP requirements. It is noted that the Supplier may only act on the
• Customer’s prior instructions; in particular, the final customers shall be aware of the purposes of the recordings processed for the Customer controller.
• Liaise with different departments of the Customer to investigate and handle matters.
• Strict adherence to customer’s SOP policy and ensure all of process is under compliance and follow up customer’s QA standard and criteria.
• For the avoidance of doubt, the above list is not exhaustive and further duties may be discussed between the Parties thereafter.
• Proactively handle some complicated and urgent cases based on customer’s requirements or team leader’s instruction, such as media risk, high-severity level cases.
• Lead 3-4 agents to conduct continuous new/existing knowledge refresh about customer’s SOP knowledge, system and policy related thru side-by-side coach or bad/good case study or sharing, to ensure all new fresh have a full understanding of these and help low performer improved on their results
• Conduct pre-audit action for forthcoming close tickets from sub-team member and check if SOP adherence or not, rectify and coach all mistakes-maker before final closure to ensure qualified SOP pass rate is under control.
• Proactively work with team leader, trainer and QE to analyze current SOP, system or policy issue and provide constructive optimization advices with team leader to ensure all team should have been achieving high quality and efficiency results.

Location: Across Sites

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 A2 - 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

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

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

Language Needed: English C1

Note: Only Existing Leaders 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.
  

Eligible Applicants:

• Passed 6 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the last 3 months of their KPIs.
• Achieved quality Figures for their Accounts in the last 3 months.

INTERPERSONAL SKILLS: Ownership - Functional Skills - Ideas presentation and taking initiative - Customer Centricity - Continuous Learning - Results Orientated - Presentation skills

English Language: B2

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 of 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 the 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.