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Job Title: Senior Performance Analytics Analyst

Location: Crystal Plaza

About the Role:

We are seeking a Senior Performance Analytics Analyst to lead the design, development, and delivery of performance measurement frameworks that drive strategic decision-making across the organization. This role is ideal for a seasoned analytics professional with strong business acumen and deep experience in analyzing complex datasets to uncover actionable insights.

As a senior member of the analytics team, you will collaborate with cross-functional stakeholders to measure key business KPIs, optimize performance, and influence strategy at the executive level.

Key Responsibilities:

• Lead the development and ongoing improvement of performance dashboards, scorecards, and reporting systems.
• Analyze and interpret large datasets to evaluate business performance, identify trends, and support strategic planning.
• Partner with business units (e.g., operations, finance, marketing, sales) to define KPIs and establish measurement frameworks.
• Deliver clear, actionable insights and recommendations to senior leadership.
• Build and maintain data models that support forecasting, scenario planning, and goal setting.
• Develop and implement performance benchmarking and ROI models.
• Mentor junior analysts and help shape best practices for data analysis and reporting.
• Ensure data quality and integrity in all reporting outputs.

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:  Proficient 

Grade: 6

Department / Sub Department: Operational Training

Line of Business: Contact Center

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
•  Designs course materials and other documents such as handouts, manuals and exercises
•  Organizes courses to meet the needs of learners and demands of business
• Evaluates the effectiveness of the training and course outcomes
• Liaises with external course providers to be updated with 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
• Evaluates agents' responsiveness to training and development.
• Logs in for 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 calibration process.
• Login specific hours.
• Performs other related duties

Required skills, expertise & Knowledge:

Functional Level:

• High Sense of quality and precision in fulfilling duties and tasks
• Striving to improve quality of Training through operational performance
• Excellent knowledge of all company applications

Business Level:

• Ability to understand specific Client requirement in relation to projects training needs
• Commitment to ensure client and end user satisfaction through communicated results

Interpersonal Level:

• Effective Communication Skills
• Have a proper level of emotional intelligence
• Excellent Presentation skills
• Problem Solving:
• Analytical Skills
• Ability to spot problems
• Use analysis for better understanding
• Ability to map out issue in a logical and consistent manner

GRADE: 12 

BAND: Line Managers 

DEPARTMENT: Client Success Management 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Head of Account Management

KEY RESPONSIBILITIES 

• Maintain good relationships with clients so that the business can maximize the value of those relationships through penetrating B2B organization network. 
• Working with design, sales team, creative, advertising, logistics, managers, marketing, and team members from other departments dedicated to the same client account to ensure the highest quality of service is being produced, and all client needs met. 
• Meet with assigned clients and prospects daily/weekly to assess business needs, manage complex customer transactions, and resolve customer concerns. 
• Grow the business by identifying new sales and business development opportunities, by seeking opportunities to cross-sell or upsell to existing clients. 
• Monitor and assess the activities of our competitors to proactively satisfy and retain our clients, including researching the market industry trends 
• Set revenue targets and develop and execute a plan to meet them. 
• Responsible for accounts receivable collections in coordination with Finance Department. 
• Responsible for Invoice disputes as it relates to withholding taxes / Discounts / Non-contractual agreements. 
• Responsible for Contracts renewals / Annexes in terms of new service scopes, annual increases and Price Adjustments / negotiations on the account in coordination with Governance Department. 
• Responsible for salaries adjustment negotiations to fulfill Headcount Shortages in coordination with HR Department.

INTERPERSONAL SKILLS 

• Forward Thinking
• Business Acumen 
• Internal & External Networking
• Team Empowerment & Development 
• Customer Centricity

  TECHNICAL SKILLS 

• Market Research and Analysis 
• Performance Reporting 
• Financial Budgeting Processes 
• Commercial Awareness 
• Client Satisfaction Management

LANGUAGE SKILLS

• Arabic:  Proficient
• English:  Proficient

PROFESSIONAL EXPERIENCE 

• 7-10 

MANAGEMENT EXPERIENCE 

• 3-5 

EDUCATIONAL BACKGROUND

• Bachelor’s Degree 
• Post Degree in an added plus
  

BAND: Supervisors & Team Leaders 

DEPARTMENT: Information Technology 

SUB-FUNCTION: Digital Services 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Digital Solutions Manager 

KEY RESPONSIBILITIES: 

1. Define, own and execute a high-level vision and product roadmaps. 

2. Create effective Customer Journey Maps 

3. Identify and create product use cases 

4. Translate the product roadmap features into well-defined product requirements and specifications. 

5. Prepare, update and present the product benefits features presentation/s per customer per segment per industry in cooperation with both sales & operations stakeholders. 

6. Brief and train solution designers team on our services 

7. Prototype solutions and show how it will work and test the viability of that proposed solution. 

8. Collaborate with business solution team to understand customer requirements and develop technical solutions that address customer needs and objectives. 

9. Architect solutions and design technical proposals that align with customer requirements, ensuring feasibility, scalability, and alignment with industry best practices. 

10. Serve as the primary technical point of contact for prospective customers, conducting technical presentations, demonstrations, and workshops to showcase product features and capabilities. 

11. Provide technical guidance and support to business solutions team throughout the sales cycle 

12. Respond to technical inquiries and RFP/RFI requests from prospective customers, leveraging technical knowledge and expertise to address customer concerns and objections. 13. Stay informed about industry trends, emerging technologies, and competitive landscape, providing insights and recommendations to sales and product teams. 

14. Document and maintain technical collateral, including solution architectures, technical whitepapers, Service Catalog and digital blueprint to support sales and marketing efforts. 15. Conduct market research, and present data analysis to the product organization and other executives within the business team. 

16. Track, analyze, and execute market trends. 17. Conduct technical assessments and evaluations of vendors identifying opportunities for product adoption and integration.

INTERPERSONAL SKILLS:

• Strong written, verbal, and presentation skills. 

• Outstanding oral and written communication skills. 

• Analytical mindset. • Strategic Thinking. 

• Excellent Negotiation Skills  

TECHNICAL SKILLS:

• Product Roadmap Development. 

• Prototyping abilities. 

• Product strategy creation skills. 

• Deep understanding of technical concepts related to software development, cloud computing, networking, and/or cybersecurity. 

• strong track record of supporting sales teams and driving successful technical sales engagements 

• Call Center industry background is plus.

LANGUAGE SKILLS:

Arabic:  Proficient

English:  Proficient

PROFESSIONAL EXPERIENCE:  3-5 prior experience in product management.

EDUCATIONAL BACKGROUND:   Bachelor's Degree in Computer Science, Information Systems, or related fields

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 Skills - Ideas presentation and taking initiative - Customer Centricity - Continuous Learning - Results Orientated - Presentation skills

Language: English level B1

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.

GRADE: 11

BAND: Supervisors & Team Leaders 

DEPARTMENT: Information Technology 

SUB-FUNCTION: Digital Services 

LINE OF BUSINESS: Raya Customer Experience

REPORTING TO: Digital Solutions Manager

KEY RESPONSIBILITIES:

1.     Lead the planning, execution, and delivery of complex technical projects from initiation to closure.

2.     Define project scope, objectives, deliverables and requirements in collaboration with stakeholders.

3.     Gather, analyze, and document business requirements using techniques such as interviews, workshops, and surveys.

4.     Develop and maintain detailed documentation, including business requirements documents (BRD), use cases, user stories, and process flows.

5.     Develop detailed project plans, schedules, and budgets to track progress and ensure project milestones are met.

6.     Coordinate resources, including personnel, equipment, and materials, to support project requirements.

7.     Identify and mitigate project risks, proactively addressing issues to minimize impact on project timelines and deliverables.

8.     Facilitate communication and collaboration among cross-functional teams, ensuring alignment on project goals and priorities.

9.     Provide technical guidance and support to team members, leveraging expertise to resolve technical challenges and drive innovation.

10.  Monitor project progress, track key performance indicators, and report on project status to stakeholders and management.

11.  Manage project budget and expenses, tracking expenditures and ensuring adherence to financial constraints.

12.  Provide training and support to end-users to ensure successful adoption of new systems or processes.

13.  Conduct user acceptance testing (UAT) to validate that solutions meet business needs and requirements.

14.  Conduct post-project reviews to evaluate outcomes, identify lessons learned, and make recommendations for process improvements.

INTERPERSONAL SKILLS:

·       Excellent leadership

·       Strong written, verbal, and presentation skills.

·       Outstanding oral and written communication skills.

·       Analytical mindset.

·       Strategic Thinking.

·       Excellent Negotiation Skills.

TECHNICAL SKILLS:

·       Proven experience in Technical Project Management, managing complex technical projects from initiation to closure.

·       Strong understanding of project management methodologies, tools, and techniques.

·       Solid technical background, with experience in software development, IT infrastructure, or related technical domains.

·       PMP and CBAP certifications are preferred.

·       Proficiency in project management software such as Microsoft Project

·       Call Center industry background is plus.

LANGUAGE SKILLS:

Arabic: Proficient

English: Proficient

PROFESSIONAL EXPERIENCE:

3-5 prior experience in technical project management.

EDUCATIONAL BACKGROUND:

Bachelor's Degree in Computer Science, Information Systems, or related fields

Position: Data Entry Operator

Company Overview:

RayaCX is a leading customer experience management company based in Nasr City, Egypt. We provide innovative solutions to help businesses enhance their customer interactions and improve overall satisfaction. Our team is dedicated to delivering exceptional services to our clients and creating a positive working environment for our employees.

Job Overview:

We are seeking a highly organized and detail-oriented Data Entry Operator to join our team in Nasr City. The ideal candidate will have exceptional typing skills, strong attention to detail, and the ability to work efficiently in a fast-paced environment. As a Data Entry Operator, you will be responsible for accurately inputting data into our systems and maintaining the integrity of our databases.

Key Responsibilities:

- Input data into various databases and maintain accurate records

- Verify data by comparing it to source documents

- Update and correct data as needed

- Sort and organize paperwork to be entered into databases

- Generate reports and perform data analysis as needed

- Ensure confidentiality and security of all data entered

- Communicate any discrepancies or issues with data to the appropriate team members

- Adhere to company policies and procedures

- Meet productivity and accuracy standards set by the company

Qualifications:

- Proven experience as a data entry operator or similar role

- Excellent typing skills and attention to detail

- Proficient in Microsoft Office and data entry software

- Ability to work independently and in a team environment

- Strong communication and organizational skills

- Ability to handle confidential information with discretion

- Familiarity with basic data entry procedures and techniques

Contract Details:

This is a full-time position located in Nasr City, Egypt. The working hours are Monday-Friday, 9am-5pm. We offer a competitive salary and benefits package, including health insurance and paid time off.

Join Our Team:

If you are a dedicated and detail-oriented individual with a passion for data entry, we would love to hear from you. Come join our team at RayaCX and be a part of a dynamic and growing company dedicated to providing exceptional customer experience solutions. Apply now to start your career with us!

Location: Maadi

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 Up to B2

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: 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:

•  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

Location: Crystal Plaza

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: 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.