Our Job Offers

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: 6

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

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 for the D-sat / C-sat based on the calibration. 
• Following up on the project's action plan to ensure fulfillment is done accurately.

Location: Hurghada

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.
• 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

Language: English level B1

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.

Job Title: Senior Performance Analytics Analyst

Location: Crystal Plaza

About the Role:

We are seeking a Senior Performance Analytics Analyst to lead the design, development, and delivery of performance measurement frameworks that drive strategic decision-making across the organization. This role is ideal for a seasoned analytics professional with strong business acumen and deep experience in analyzing complex datasets to uncover actionable insights.

As a senior member of the analytics team, you will collaborate with cross-functional stakeholders to measure key business KPIs, optimize performance, and influence strategy at the executive level.

Key Responsibilities:

• Lead the development and ongoing improvement of performance dashboards, scorecards, and reporting systems.
• Analyze and interpret large datasets to evaluate business performance, identify trends, and support strategic planning.
• Partner with business units (e.g., operations, finance, marketing, sales) to define KPIs and establish measurement frameworks.
• Deliver clear, actionable insights and recommendations to senior leadership.
• Build and maintain data models that support forecasting, scenario planning, and goal setting.
• Develop and implement performance benchmarking and ROI models.
• Mentor junior analysts and help shape best practices for data analysis and reporting.
• Ensure data quality and integrity in all reporting outputs.

You are about to apply for a job in a certified Top Employer 2023! Ready to be part of one of the Market Leaders in Egypt? Apply Now! Raya CX; one of Raya's subsidiaries is hiring a Marketing Head.

What will you do ?

• Develop and implement comprehensive marketing strategies that align with company goals and objectives.
• Lead, mentor, and manage the marketing team to achieve high performance and foster professional growth.
• Enhance and maintain the company's brand identity across all channels and platforms.
•  Oversee digital marketing initiatives, including SEO, SEM, email marketing, social media, and online advertising campaigns.
•  Conduct market research to identify trends, customer needs, and competitive landscape. Use insights to drive marketing strategies and tactics.
• Collaborate with commercial teams to develop and execute go-to-market strategies for new services.
• Oversee the creation of engaging and relevant content for various marketing channels, including blogs, newsletters, and social media.
• Develop and manage the marketing budget, ensuring efficient allocation of resources to achieve maximum ROI.
• Manage public relations efforts, including media relations, press releases, and events, to enhance the company's public image.
• Monitor and analyze marketing performance metrics, prepare reports, and provide insights to senior management.

What will you need ?

• Interpersonal Skills: Strategic Thinking – Operations Development – Influencing Others – Developing Successors – Customer Centricity.
• Technical Skills: Knowledge of current performance metrics Functional knowledge of Oracle and other database environments Knowledge of policies and procedures Strong planning and organizational skills. Ability to tie and group goals and objectives to the strategic goals.
• Professional Skills: Minimum of 10 Years of overall business experience.
• COPC background is a must. ▪ Responsibility for corporate P&L.
• Management Skills: 7 years of relevant managerial work experience in large contact center enterprises.
• Educational Background: Bachelor Degree preferable in Business Administration. - MBA is an added plus - COPC Certificate is an added plus - Six Sigma Certificate is an added plus.

What is unique about Raya?

• Are you an eager learner? Raya believes in its employees, so we aim to continuously provide learning & development plans for all of our employees to ensure their personal and career development.
• Are you looking for career progression? Raya is an entity where you can grow whether horizontally or vertically as we offer internal transfer opportunities.
• Are you looking for a rewarding environment? Raya's top achievers are awarded annually with an international 5 days trip.
• Are you looking for an opportunity to give back to the community? Raya encourages their employees to give back to the community through different ongoing CSR programs and initiatives.
• Are you a foodie? Exclusive discounts for Raya employees at Raya’s Restaurants (Ovio, Jones The Grocer, The Lebanese Bakery, and Loris).

Grade: 8

Location: Crystal Plaza

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 B1 - 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

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.

Banking Call Center 

-Onsite (Inside the Bank)

Job Location:( inside the bank)

Requirements:

-English Level (B1 ) 

- Presentable and communicative 

Duties and Responsibilities:

-Answering all the existing client's inquiries that related to

-Answer enquires about accounts

-Explain the products of the bank

-solving problems of accounts

Skills:

-Problem Solving

-Decision Making

-Communication skills

-Listing and handling skills

Details:

-Rotational shift ( 8 working hours including 1 hour break)

Staff opportunity 

-2 days off Rotational

-Location : :( inside the bank )

Transportation provided 

-Gross Salary :8200 EGP 

-Free medical insurance

-Social insurance

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. Define, own and execute a high-level vision and product roadmaps. 

2. Create effective Customer Journey Maps 

3. Identify and create product use cases 

4. Translate the product roadmap features into well-defined product requirements and specifications. 

5. Prepare, update and present the product benefits features presentation/s per customer per segment per industry in cooperation with both sales & operations stakeholders. 

6. Brief and train solution designers team on our services 

7. Prototype solutions and show how it will work and test the viability of that proposed solution. 

8. Collaborate with business solution team to understand customer requirements and develop technical solutions that address customer needs and objectives. 

9. Architect solutions and design technical proposals that align with customer requirements, ensuring feasibility, scalability, and alignment with industry best practices. 

10. Serve as the primary technical point of contact for prospective customers, conducting technical presentations, demonstrations, and workshops to showcase product features and capabilities. 

11. Provide technical guidance and support to business solutions team throughout the sales cycle 

12. Respond to technical inquiries and RFP/RFI requests from prospective customers, leveraging technical knowledge and expertise to address customer concerns and objections. 13. Stay informed about industry trends, emerging technologies, and competitive landscape, providing insights and recommendations to sales and product teams. 

14. Document and maintain technical collateral, including solution architectures, technical whitepapers, Service Catalog and digital blueprint to support sales and marketing efforts. 15. Conduct market research, and present data analysis to the product organization and other executives within the business team. 

16. Track, analyze, and execute market trends. 17. Conduct technical assessments and evaluations of vendors identifying opportunities for product adoption and integration.

INTERPERSONAL SKILLS:

• Strong written, verbal, and presentation skills. 

• Outstanding oral and written communication skills. 

• Analytical mindset. • Strategic Thinking. 

• Excellent Negotiation Skills  

TECHNICAL SKILLS:

• Product Roadmap Development. 

• Prototyping abilities. 

• Product strategy creation skills. 

• Deep understanding of technical concepts related to software development, cloud computing, networking, and/or cybersecurity. 

• strong track record of supporting sales teams and driving successful technical sales engagements 

• Call Center industry background is plus.

LANGUAGE SKILLS:

Arabic:  Proficient

English:  Proficient

PROFESSIONAL EXPERIENCE:  3-5 prior experience in product management.

EDUCATIONAL BACKGROUND:   Bachelor's Degree in Computer Science, Information Systems, or related fields