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Hurghada Shared TL

1 open position

Grade: 8

Location: Hurghada

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: 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 
  • 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 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.
--Raya CX WL--

IT Network Specialist

1 open position

GRADE:

BAND: Senior Professionals & Professionals 

DEPARTMENT: Information Technology 

SUB-FUNCTION: Network 

LINE OF BUSINESS: Raya Customer Experience

REPORTING TO: Manager 


KEY RESPONSIBILITIES:

 Responsible for the implementation, maintenance, administration and integration of the corporate WAN, LAN and server architecture.

 Responsible for implementation and administration of network security hardware and software. 

 Enforcing the network security policy and complying with requirements of external security audits and recommendations. 

 Responsible about national and international providers for solving network connection issues. 

 Provide PRTG network performance report on weekly basis for all networking and security components. 

 Familiar with ACS, ISE, Prime, PRTG, Stealth Watch, ASA, Firepower and Fortigate. 

 Configure and maintaining Cisco Access controllers with Cisco Air Wireless devices plus Meraki Wireless solution. 

 Develop and instigated procedures for secure remote access, business continuity and disaster recovery. 

 Ensured the continuous availability of critical system functions at all times with 99 percent uptime SLA. 

 Identified and patched hundreds of security vulnerabilities in production servers and network hardware. 

 Minimized production power requirements and server/network loads on critical infrastructure.


KNOWLEDGE, SKILLS & PROFESSIONAL EXPERIENCE 

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

TECHNICAL SKILLS: Communication Skills – Critical thinking Skills – Analytical Skills – Coding Skills.

PROFESSIONAL EXPERIENCE:  

  1. 3-5 years of work experience. 
  2. CCNP R&S, CCNP Security is a must.
  3. ITIL Foundation is a must.

LANGUAGE SKILLS: 

Arabic: Proficient

English: Proficient

--Raya CX WL--

HRIS Executive

1 open position

GRADE: 7  

BAND: Senior Professionals & Professionals 

DEPARTMENT: Human Resources 

SUB-FUNCTION: HRIS & Data management 

LINE OF BUSINESS: Raya Customer Experience

REPORTING TO: HRIS & Data management supervisor / Senior supervisor


       KEY RESPONSIBILITIES

  • Creating & completing all exist & new hires profiles & HC Transactions on SNAP based on linked CVs.
  • Collecting & Validating National IDs soft copies & archive it on shared folder received from Recruitment & share it back
  • on monthly basis with Payroll to issue payroll cards.
  •  Handling HRIS help desk tickets related to fulfill business needs raised from employees or any other stakeholders.
  •  Maintain and update the HRIS with accurate and timely employee data, including new hires, terminations, promotions,
  •  and transfers…. Etc. across all RCX sites.
  •  Creating new hires HRID, following on users /work emails creation across all RCX sites.
  •  Generating Reports & Dashboards to support stakeholders with needed business decisions (power BI or excel)
  •  Data Cleaning for all employees across all systems monthly.
  •  Sharing fact sheets analysis related to Recruitment & performance management functions according to COPC book.
  •  Handling, validating & finalizing end to end cycle related to Internal transfer requests on Grade 6 with other stakeholder

  • INTERPERSONAL SKILLS  

  • Result Orientation 
  • Seeking Excellence 
  • Business Acumen
  • Ownership  
  • Customer centricity  

TECHNICAL SKILLS

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


--Raya CX WL--

Aman FC , Team Leader

1 open position

Grade: 8

Location: ABS

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 A2 and Arabic

Sales Experience 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 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.
--Raya CX WL--

Service Desk Engineer

Grade: 8

Location: Across Sites

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

Requirements: 

  • Computer science / Engineering graduate 
  • Males only due to shifts

Shifts: 24/7

Technical Skills: 

  • Ability to work in rotating shifts as needed as necessary
  • Ticketing and service desk tools
  • Windows OS, Chrome OS and basic macOS support
  • Microsoft 365 and email systems
  • Active Directory user administration (basic)
  • Remote support and deployment tools (SCCN, Intune, etc…)
  • Basic networking fundamentals (LAN/WAN/Wi-Fi connectivity, Switches, Routers)
  • Basic understanding of voice/softphone applications (VOIP knowledge, protocols, etc…)

Responsibilities:

Service Desk Operations & Ticket Management

  • Serve as the first point of contact for IT support requests via ticketing systems, email, phone, or chat.
  • Log, categorize, prioritize, and resolve incidents and service requests in line with ITIL practices and SLAs.
  • Ensure accurate ticket updates, resolution notes, and timely closure.
  • Escalate unresolved or complex issues to appropriate L2/L3 teams while maintaining ownership and follow-up.

End-User Support (Hardware & Software)

  • Provide troubleshooting and support for end-user hardware, including desktops, laptops, peripherals, and accessories.
  • Support operating systems and common business applications.
  • Assist with software installation, configuration, and basic troubleshooting.
  • Support remote and onsite users using approved remote support tools.

User Account & Access Administration

  • Create, modify, and deactivate user accounts in Active Directory and related systems.
  • Reset passwords, manage group memberships, and support basic identity and access management tasks.
  • Assist with onboarding and offboarding activities following security and HR procedures.

Collaboration & Productivity Tools

  • Support email services and Microsoft 365 tools, including Outlook, Teams, OneDrive, and SharePoint.
  • Assist users with mailbox configuration, access issues, and basic collaboration features.
  • Support soft phone and hard phone front-end user issues (basic voice client troubleshooting).

Systems Monitoring & Basic Administration

  • Monitor IT systems, endpoints, and services using approved monitoring tools.
  • Identify and report alerts, incidents, or performance issues to senior teams.
  • Perform basic system checks and health verification as per documented procedures.

Delegated L2 Support Activities

  • Perform delegated tasks from L2 teams in network, systems, and security areas under supervision.
  • Execute predefined scripts, standard changes, and routine administrative activities.
  • Support basic network connectivity troubleshooting (wired and wireless) at the user level.

Documentation & Knowledge Management

  • Maintain accurate documentation for resolved issues, procedures, and FAQs.
  • Contribute to the service desk knowledge base and operational runbooks.
  • Follow standard operating procedures and update documentation when changes occur.

Customer Experience & Continuous Improvement

  • Deliver professional, courteous, and customer-focused support at all times.
  • Ensure compliance with IT policies, security guidelines, and data handling standards.
--Raya CX WL--
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