Our Job Offers

GRADE: 11 

BAND: Supervisors & Team Leaders 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: Quality LINE OF BUSINESS Raya Customer Experience 

REPORTING TO: Manager 

REPORTING LINE TITLES DIRECT: Specialist 

INDIRECT: Sr. Executive – Executive

KEY RESPONSIBILITIES

 Review QA sizing and takes action regarding over and understaffing 

 Assure that the monitoring approach and end user satisfaction approaches are implemented on compliance basis across the year 

 Implement required changes to the monitoring and end user satisfaction approaches,  Reviews sample size and precision per project and addresses required actions based on those reviews 

 Review monitoring results per program and across sites 

 Attends new implementation kick-offs, assigns QAE to the newly implemented project and review the new scoresheets 

 Review and approves change of project scoresheets 

 Review quality variations from metrics and tracks to ensure root causes have been identified and improvement has been sustained. 

 Enhance QA reports and presentations based on business and operations needs 

 Address new ideas to Quality data standard system 

 Automate QA required templates and reports 

 Attends monthly QA-operations presentations and sets proper action plans with the account managers 

 Responsible for all client engagement duties, acting as a focal point for any business review, highlighting all quality assurance issue and advise with the appropriate action plan

INTERPERSONAL SKILLS 

Result Orientation - Operational Awareness - Building Networks - Coaching & Mentoring - Customer Centricity.

TECHNICAL SKILLS 

Communication skill – Decision-Making – Relations Management.

Grade: 8

Location: Across Sites

Department: Operational Support

Reporting to:   Supervisor

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

Technical Skills:   Analytical – Computer

Language Needed: English B1

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

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.
• 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

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: 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: 6

Department / Sub Department: Operational Training

Line of Business: Contact Center

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.

Note: you should be at least 1 year inside the account

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

Please fill out the form with all your data ( HRID - National ID - Phone Number - Education - Work experience) ANY MISSING DATA YOU WILL BE EXCLUDED FROM THE VACANCY.

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: Human Resources 

SUB-FUNCTION: OD & PM 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Senior Supervisor OD & PM

KEY RESPONSIBILITIES 

•Maintain updated versions of RCX organization charts and escalate any arising issues. 

• Handle job analysis activities and manage the outcomes (e.g., job descriptions, job titles, system updates). 

• Prepare and consolidate probation cases based on performance results, validating them according to internal policies. 

• Assist in developing and implementing organizational performance improvement plans. 

• Develop and maintain dashboards and performance metrics reporting, including trend analysis. 

• Provide guidance and support to managers and employees on performance management-related issues. 

• Conduct training sessions and workshops on performance appraisal techniques and goal setting. 

• Collaborate with HR partners to develop and implement competency frameworks and career development programs. 

• Design and implement performance management frameworks, analyze performance data, and provide insights for continuous improvement. 

• Assist in facilitating organizational change initiatives and support additional performance management and organizational development activities as needed to ensure alignment with organizational goals and objectives.

INTERPERSONAL SKILLS

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

TECHNICAL SKILLS

• Microsoft Visio 
• Statistical Analysis 
• Report Writing  
• Advanced Excel & Analytical 
• Creativity 
• Data visualization  
• Negotiation Skills

LANGUAGE SKILLS

• Arabic: proficient
• English: proficient

PROFESSIONAL EXPERIENCE

• 1-3 years of experience

EDUCATIONAL BACKGROUND

• Bachelor Degree in Business Administration or Human Resources
  

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: 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

GRADE: 9 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Operations 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Service Delivery Manager 

REPORTING LINE TITLES DIRECT: Team Leaders 

INDIRECT: Account Advisor

KEY RESPONSIBILITIES 

 Leading, training and managing team leaders of the account and handling any issues that may arise. 

 Achieving account objectives and goals while motivating account staff.

 Communicates client needs and demands to team leaders 

 Forecasts and tracks account performance metrics 

 Ensure the timely and successful delivery of service according to client needs and objectives

 Set team leaders and account advisors monthly objectives 

 Applies operational, qualitative and business analysis of account performance 

 Conduct process improvement opportunity analysis on all assigned projects in order to improve the performance 

 Translate the yearly clients feedback to actions aiming at improving the level of satisfaction of the client and meeting the communicated objectives

 Acts on negative feedback received from the QA department on the monthly end user satisfaction survey to ensure better results for the following month 

 Perform weekly on floor audit to ensure consistency in delivering the service to the end user across all advisors of the project 

 Maintaining updated practices of COPC approaches and standards and follow up on the implementation to meet the PST targets

 Follow up in daily basis the performance indicators and share the feedback to his team enclosed with the corrective and preventive actions recommended for enhancement and progress in all business platforms with solid acknowledgement regarding the team understanding and awareness towards all actions and implementation and oversee the fulfillment. 

 Align with other support functions and ensure that all business requirements are considered and contribute the HR team of performing the technical interviews to select the targeted criteria. 

 Audit on teams actions, orders and procedures; frequently conduct skip level meetings to insure equal chances of support upon his assigned team members and encourage healthy environment which lead to better opportunity of achieving the targets and benchmarks. 

 Supervise and direct operation team leaders and provide support - within the process frame - in the unusual case of escalations if any, and coach the team actions. 

 Communicates with the client concerning the business reviews, operational results and participate in client’s meetings and align to the general strategies and actions aiming to improving the level of satisfaction of the client and meeting the set CSS benchmark. 

 Ensure the 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.

LANGUAGE SKILLS

Arabic: Proficient

English: Proficient