Our Job Offers

GRADE: 12 

BAND: Line Managers 

DEPARTMENT: Commercial 

SUB-FUNCTION: Marketing 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Marketing Senior Manager

KEY RESPONSIBILITIES

1. Responsible for planning, developing and implementing the overall organization marketing and communication strategy 

2. Orchestrating content strategies across all online platforms to drive leads, subscribers and brand awareness 

3. Optimize our leads capturing mechanism in terms of website, web forms, chatbot (Ray), auto-responders, and the IVR 

4. Content Marketing management: creating various types of content such as case studies, white papers, infographics, guides, blogs, interviews, etc. Starting from the ideation, writing, visualizing and post publishing review 

5. Develop an editorial calendar highlighting our matrix of digital services, tailored to our target markets and our thought leadership 

6. Edit٫ proofread٫ improve٫ and deliver engaging content 

7. Generate ideas to increase engagement٫ while receiving and responding to feedback from the targeted audience 

8. Implementing SEO best practices 

9. Increase web traffic and brand awareness through the marketing of content online 

10. Ensure a diverse web presence by sharing content through a multiplicity of channels 

11. Promoting our brand at trade shows and major industry-related events, 

12. Overseeing branding, advertising, and promotional campaigns 

13. PR and corporate communications management, 

14. Events, awards and recognitions: planning and managing our participation and branding image 

15. Act as a brand guardian for the brand image across all corporate channels

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

TECHNICAL SKILLS:  Communication skills – Content/Copy Writing Skills.

Grade: 8

Location: Crystal Plaza

Department: Operations

Reporting to:  

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

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

Language Needed: English  A2/B1

At Least 1 Year experience in Automotive is a must

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: 8

Location: Raya Holding

Department: Operations

Reporting to:  PARAF Account Manager

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

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

Language Needed: English C1

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: MTZ

SUB-FUNCTION: AP 

RESPONSIBILITIES: 

•  Keeping track of all payments and expenditures, including payroll, purchase orders, invoices, statements, etc. 
• Reconciling processed work by verifying entries and comparing system reports to balances 
•  Maintaining historical records 
• Paying vendors by scheduling pay checks and ensuring payment is received for outstanding credit; generally responding to all vendor enquiries regarding finance 
• Preparing analyses of accounts and producing monthly reports 
• Continuing to improve the payment process 
• Ensuring that financial information complies with professional and regulatory standards. 
• Aligning general ledger accounting practices to support budgeting and forecasting. 
• Entering financial data such as accruals, deferrals, reclassifications, and interdepartmental entries into the ledger on a monthly basis, as well as preparing reports. 
• Review and record all the received invoices either on the ETA portal or internally on a daily basis and ensure the proper documentation. 
• Conduct fixed assets physical check 
• Assign tag numbers to fixed assets.

Location: MTZ

Grade: 7

Shifts: Rotational: 24/7

Eligible Applicants:

• Passed 6 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.
• Grads Only

INTERPERSONAL SKILLS: 

• Ownership
• Functional Skill
• Continuous Learning
• Customer Centricity
• Ideas presentation and Taking initiative
• Presentation skills
• Results-oriented 

Language: English level 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: 13 

BAND: Line Managers 

DEPARTMENT: Information Technology 

SUB-FUNCTION: Digital Transformation - Metaverse 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Sr Manager Digital Transformation

KEY RESPONSIBILITIES

1. Develop digital transformation strategies: Assess the organization's current digital capabilities and identify areas for improvement and transformation. Develop and implement comprehensive strategies to drive digital transformation aligned with business goals. 

2. Identify digital opportunities: Collaborate with stakeholders to identify digital opportunities that can enhance business processes, optimize operations, and improve customer experiences. Stay updated on industry trends, emerging technologies, and best practices related to digital transformation.

3. Project management: Lead and manage digital transformation projects from inception to completion. Develop project plans, define objectives, allocate resources, manage timelines, and ensure successful project execution.

4. Stakeholder engagement: Collaborate with cross-functional teams, business units, and external partners to gain buyin, alignment, and support for digital transformation initiatives. Engage stakeholders at various levels and communicate the vision, objectives, and benefits of digital transformation. \ 

5. Change management: Develop change management strategies and plans to drive organizational readiness and adoption of digital transformation initiatives. Facilitate training and communication efforts to ensure smooth transitions and minimize resistance.

6. Digital capability building: Assess the organization's digital skills and competencies. Identify skill gaps and develop training programs to build digital capabilities across the organization. Foster a culture of innovation, collaboration, and continuous learning.

7. Performance measurement and analysis: Establish metrics and key performance indicators (KPIs) to measure the effectiveness and impact of digital transformation initiatives. Monitor and analyze data to evaluate performance, identify areas for improvement, and make data-driven decisions.

8. Risk management: Identify potential risks and challenges associated with digital transformation initiatives. Develop risk mitigation strategies and ensure compliance with data privacy, security, and regulatory requirements.

9. Vendor and technology management: Evaluate and select digital tools, technologies, and vendors to support digital transformation initiatives. Manage relationships with technology partners, vendors, and service providers.

10. Stay informed about digital trends: Stay up to date with the latest digital trends, technologies, and industry developments. Continuously explore innovative ideas and opportunities for digital transformation within the organization.

INTERPERSONAL SKILLS:

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

EDUCATIONAL BACKGROUND:

• Bachelor's or Master's degree in Business Administration, Digital Transformation, Information Technology, or a related field. 
• Master's degree is a plus. 
  

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

BAND: Senior Professionals & Professionals 

DEPARTMENT: Information Technology 

SUB-FUNCTION: Help Desk 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Specialist 

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.

INTERPERSONAL SKILLS

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

TECHNICAL SKILLS

Communication skills – Computer skills 

LANGUAGE SKILLS 

Arabic:  Proficient

English:  Advanced 

PROFESSIONAL EXPERIENCE:  1 year of experience

EDUCATIONAL BACKGROUND:  Bachelor degree (Preferably in Engineering or Information Technology)