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MAF DBU - Co Trainer

1 open position

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
Remote

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--

RTM Executive Shared Onshore

1 open position

Grade: 7

Department: Supporting Functions 

Reporting to:  Specialist 

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

Technical Skills:  Analytical Skills

Language Needed: English A2

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 the CC Code of Conduct. 
  • Perform any additional related tasks.


--Raya CX WL--
RCX / Support Function & Control / Workforce Management / Real Time Management

Senior IT Network

1 open position

GRADE:  8 

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. CCNP R&S, CCNP Security is a must.
  2. ITIL Foundation is a must.

LANGUAGE SKILLS:  

English: Proficient

--Raya CX WL--
RCX / Information Technology / Infrastructure / Network

DSFH & FHHC Co-Trainer

1 open position

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


Remote
RCX / Support Function & Control / Operational Training

Senior Quality - Onshore

1 open position

GRADE: 8

BAND: Senior Professionals & Professionals 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: Quality 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Specialist 

INTERPERSONAL SKILLS:

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

TECHNICAL SKILLS: 

Analytical – Computer 

 KEY RESPONSIBILITIES

  •  Monitor either remotely or on a recorded basis and evaluates 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 adequacy of quality assurance and standards
  • Oversee all verification processes (Calibrations, Quizzes, tests, 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 the investigations team when required, and ensure accurate, meaningful reports are prepared within previously agreed timescales, and support and advise the project’s stakeholders on 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  


 


 

--Raya CX WL--
RCX / Support Function & Control / Quality Assurance

MAF Fintech - Co Trainer

1 open position

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


Remote
About us

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