Our Job Offers

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 - Continous 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: 7

Location: Maadi

Department: Workforce Management 

Reporting to:   Workforce Supervisor 

Language Needed: English B1 

Job Responsibilities

• Perform Segregation of Duties (SOD) checks ensuring access requested does not have conflict with existing accesses and manual job responsibilities. Accuracy is of the essence. 
• Provisioning of system access based upon the approved Undertaking Request Forms 
•  Review weekly movement reports ensuring transfer employee's system access is up-to-date and terminated user's system access is revoked on time. 
•  Raise access termination requests and other requests pertaining to operations existing and incoming new tools
•  Extract the User Access data from the source systems ensuring the data is complete and accurate. 
•  Maintaining on time of user deletion. 
•  Administers Call Center Agents’ scheduling. 
•  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. 
•  Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.

grade: 8

Location: MTZ

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/B1 

Must have experience in Automotive.

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: 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.

Grade: 8

Location: Abbassya

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

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 - Continous Learning - Results Orientated - Presentation skills

Language: English level B2

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

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.