Our Job Offers

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

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:  Abbassya

Grade: 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.

INTERPERSONAL SKILLS: 

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

Language: English level A2

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: 8

Location: Palm Strip

Department: Operations

Reporting to:  Service Delivery Supervisor

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: 7 

Location: MTZ

BAND: Senior Professionals & Professionals 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: MIS 

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 - Excel - Power BI

English level: B2

Shifts: Rotational: 24/7

KEY RESPONSIBILITIES 

• Creating and preparing business reviews and presentations in coordination with the Reporting Senior Analyst. 
• Creating on-time reports, business scorecards and results management dashboards on periodical basis to support the decision-making process both internally and externally.
• Provide Process Control Reports including (Bond Factor, VSF Reports and Cluster Management Reports). 
• Calculating the required templates as per project requirements to measure performance metrics on Table-F. 

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

REPORTING TO Finance Director

REPORTING LINE TITLES DIRECT: Specialist – Sr. Accountants – Accountants

Technical Skills:  Communication skills – Decision Making – Finance Management – Analytical Skills

Professional Experience:  5+ years of experience

Management Experience:  2 years of experience

Educational Background:  - Bachelor's degree - Post-graduate certificate (CFA or CMA)

KEY RESPONSIBILITIES

• Conducts special studies to analyze complex financial actions and prepares recommendations for procedure, control, or action
• Analyzes financial information to determine present and future financial performance. 
• Identifies trends and recommends improvements accordingly 
• Evaluates complex profit plans, operating records, and financial statements. 
• Directs preparation of studies, reports, and analyses in areas such as budgets, forecasts, financial plans, governmental requirements, statistical reports, cash flow projections, and business forecasts. 
• Establishes databases of pertinent information for use in analyzing future plans and forecasts. 
• Coordinates with all levels of management to gather, analyze, summarize, and prepare recommendations regarding financial plans, acquisition activity, new business planning, and trended future requirements. 
• Provides assistance to LOBs in the development of the budget, planning, and other corporate financial requirements. 
• Responsible for preparing internal year- to - date reports for each department

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:

• 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

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

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: 12

BAND: Line Managers

DEPARTMENT: Operations 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Operations Director 

REPORTING LINE TITLES:

• DIRECT: Service Delivery Manager – Account Manager 
• INDIRECT: Team Leader – Account advisor 

KEY RESPONSIBILITIES 

• Defines and develops operating approaches to ensure call center standards and requirements are met. 
• Manages operations through performance metrics management tools that identify deviation from target and ensure that corrective action is taken based on the RCA approach
• Ensures that RCC end user privacy policy is properly and consistently implemented. 
• Provides Leadership to a large and diverse staff and ensures that everyone works towards a unified vision. 
• Ensures that department budget goals are met and maintained through: - Proper control of equipment and personnel costs - Maintaining existing account revenue levels 
• Maintains monthly operation reports reflecting all indication figures across all projects and presents to management. 
• Ensures that manpower succession plans are in place and implemented effectively 
• Meet call center financial objectives by estimating requirements in order to increase the GP based on a prior planned actions and managing the revenues and COGs; preparing an annual budget; scheduling expenditures; proper control of equipment and personnel costs; initiating corrective actions and avoiding the penalties. 
• Ensure the invoice generation; validating all terms; following up with the client on the cycle till receiving the confirmation on the invoice and the certification. 
• Negotiate and own all agreements with the client regarding the invoice roles or amendments required for better business experiences. 
• Maintain and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. 
• Maintaining updated practices of COPC approaches and standards and follow up on the implementation to successfully meet the PST expectations. 
• Oversee all the activities of own team to ensure high performance levels and efficient implementation. 
• Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans. 
• Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives
  

INTERPERSONAL SKILLS:

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

TECHNICAL SKILLS:

• Analytical. 
• Financial.

PROFESSIONAL EXPERIENCE:  8 years.

MANAGEMENT EXPERIENCE:  4 years.

Location: Maadi

Grade: 8

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: 9

Work Location: Hurghada

English Level: B2

Interpersonal Skills: 

• Result Orientation, Operational Awareness, Building Network, Customer Centricity, Coaching & Monitoring, Strategic Thinking, Management Skills and Leadership skills.

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 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.