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Pharma Support Adviser

Operations
About the Job


  • The main duty  is to respond to inquiries about the company's products or services by following standard scripts and procedures.

  • Responsible for giving phone approvals to our providers for eligible services. The incumbent is also responsible to ensure that all calls are answered within predetermined timescales and are dealt with the highest standards of customer service.

  • Document details of the transactions and actions taken, in order to make further follow-ups and corrective action as required through our CRM.

  • Answer inbound calls as well as assist customers who have specific inquiries

  • Location: Downtown

  • Working hours: from 8 AM till 12 PM rotational days & shifts


Job Requirements

  • Age up to 30

  • Good or Very Good Command of English

  • Education status: Only graduates

  • Flexible and ability to work in Rotational Shifts

  • Relevant education background


Benefits

  • Possibility to work from home after passing probation.

  •  Social and Medical Insurance

  • Paid Training


 

Account Manager

Operations
Job Description:

Managing account objectives through supervising the work of team leaders and liaising with supporting functions teams to improve the performance and working on client satisfaction.

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 an 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.


 

Job Qualifications:

  • English profile: Fluent

  • 3-5 years of work experience in the Call Center industry 2 of which would need to be in the management of people

  • Very good Operational Knowledge

  • Understanding of CRM (and other related software)

  • Understanding of client’s business areas at all levels

  • Knowledge of policies & procedures

  • Knowledge of current performance metrics

  • Knowledge of all COPC requirements


 

Business Level: 

 

  • Awareness of SOD

  • Awareness of Call Center Business

  • Awareness of Client related industries


 

Interpersonal Level:

 

  • Organizing and Time Management

  • Good Communication Skills

  • Dynamic

  • Ability to work under pressure

  • Client Orientation

  • Result Orientation

  • Quality Focus

Real Time Management Analyst

Operations
Job Description:

Responsible for ensuring that operations are performing according to key call center performance metrics such as service level, adherence, absenteeism, utilization, AHT, FTE, occupancy, Tardiness & conformance. Handling real time and historical data.

 

Key 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 report 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 CC Code of Conduct.

  • Perform any additional related tasks.


 

Job Qualifications:

  • English profile: Good

  • 1 Year of work Experience in the call center industry.

  • Proficiency in MS office software.

  • Good Business Writing Skills.

  • Good Presentation Skills.

  • Good Analytical Skills


 

Business Level: 

 

  • Understanding the nature of the call center industry.

  • Understanding Raya Culture and Values.

  • Basic knowledge of COPC Standards & Approaches.

  • Good understanding of workforce management methodologies.


 

Interpersonal Level:

 

  • Organizing and Time Management

  • Good Communication Skills

  • Dynamic

  • Ability to work under pressure

  • Team Player

  • Initiative

  • Attention to Details

  • Ability to handle Multiple Tasks.

  • Ability to handle ambiguity and change

Team Leader

Operations
Job Description:

Responsible for providing quality and efficient customer service to customers through the management of his team to include ensuring performance targets and objectives are met

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

  • Performs other related duties

  • 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.


 

Job Qualifications:

  • English profile: Fluent, Very Good, and Good ( as we have 15 head requested for different accounts)

  • 2-3 Years of related work experience Call Center background is a must

  • Operational Knowledge

  • Numerical Knowledge

  • Understanding of CRM (and other related software)

  • Understanding of client’s business

  • Knowledge of policies & procedures

  • Knowledge of current performance metrics


 

Business Level: 

  • Awareness of Company SOD

  • Awareness of Call Center Business

  • Awareness of Client related industries


 

Interpersonal Level:

  • Strong leadership skills

  • Dynamic

  • Influencing skills

  • Good time management skills

  • Result orientation

  • Quality focus

Quality Assurance Executive

Quality
Job Description:

Responsible for monitoring and advising on the performance of the quality management system; producing data and reporting on performance measuring against set standards for all knowledge owners and KCR jobs (Training/operations).

Key Responsibilities:

  • Implement quality monitoring standards, evaluate adequacy of quality assurance and standards

  • 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.

  • Conduct all verifications processes (Calibrations, Quizzes, tests or certifications & quality induction).

  • Identify quality variations from metrics and documents related to quality issues/cases.

  • Identify training needs/refreshment sessions to meet quality standards.

  • Support and advise project’s stakeholders in all issues relating to quality compliance.

  • Work with stakeholders in reviewing and updating quality policies and procedures and ensuring compliance.

  • Validate and brief investigations team when required and ensure accurate meaningful reports prepare within previously agreed timescales.

  • Handles all reporting related tasks; generating frequently figures reports that reflects the operational performance and consolidate all reports to be used by other concerned parties Ex. Table-F

  • Adhere to all communicated targets, monitoring targets, frequency and schedules.


 

Job Qualifications:

  • English profile: Good

  • 1-2 years of work experience in contact center industry

  • Operational Knowledge

  • Very good Knowledge of Microsoft office

  • Good Business Writing Skills.

  • Excellent Knowledge of project product.

  • Good Analytical Skills


 

Business Level: 

  • Awareness of Company SOD

  • Awareness of RCC policies & Procedures

  • Awareness of COPC Standards & Approaches


 

Interpersonal Level:

  • Quality Focus

  • Analytical Thinking

  • Communication Skills

  • Presentation Skills

  • Emotional Intelligence

  • Customer Focus


 

Procurement Specialist

Procurement
Job Description:

  • Conducting market survey in order to identify the potential vendors through pre selecting and evaluating vendors to meet sourcing functions needs.

  • Evaluates RCC procurement needs through analyzing specifications/Scope of Work (SOW) in terms of clarity to ensure the accurate and clear specifications associated with the proper management approval and budget availability.

  • Introduce new and alternative sources of supply to ensure quality and reliable supply of goods and services at the optimal total cost.

  • Assess supplier’s capabilities, evaluate and recommend proposals, as per supplier registration standards.

  • Procurement Specialist will be the single point of contact between internal stakeholders and vendor(s) for all procurement and RFQ aspects for E2E cycle.

  • Engagement across stakeholders for the delivery of products.

  • Prepare the full package of Request of Quotation (RFQ)’s including Items Descriptions, Specifications /SOW, Commercial Terms & Conditions.

  • Arrange & Attend site surveys (whenever needed), coordinate between the vendors and the internal stakeholders.

  • Conduct/negotiate each quotation against RCC’s Standard Terms and Conditions, in order to enhance the level of compliance for all vendor(s) to maximize RCC value.

  • Conduct the financial negotiations with the vendor(s) ensuring a fair level of equality amongst the various bidders.

  • Deliver saving and working towards cost optimization.

  • Verify/ monitor the procedures for Procurement activities and making sure it is in compliance with RCC Procurement policy and procedure.

  • Evaluate suppliers periodically to ensure sustainability of performance.

  • Introduce new suppliers if required in order to enhance suppliers’ database.

  • Enhance relationship with all vendor(s) through RCC Procurement Policy.

  • Control directing POs to suppliers based on their volume and performance.

  • Work on minimizing suppliers’ payment lead time. Handling procurement reports and data analysis whatever needed by Procurement Manager.

  • Report to the Procurement Manager on a weekly basis- projects updates and cost saving initiatives.


 

Job Qualifications:

  • Relevant University Degree (Business administration, Engineering & IT)

  • Min 4 years of Procurement & Supply Chain experience

  • Planning, prioritizing, and problem-solving

  • People Management

  • Strong communication skills


 

Operational Trainer Executive

Training
Job Description:

Responsible for delivering training courses for operational trainees targeting their skills improvement to meet staffing needs and ensure having competent staff.

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 for 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 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 Qualifications:

  • English profile: Proficiency, Arabic is Mandatory

  • 1-2 years of experience in the call center industry as a high performing agent

  • Bachelor Degree

  • Post graduate studies in training is an added plus

  • Very Good command of Microsoft office software

  • Excellent presentation skills and communication skill


 

Business Level: 

  • Awareness of Company SOD

  • Awareness of RCC policies and procedures.

  • Awareness of COPC standards & Approaches


 

Interpersonal Level:

  • Adaptability

  • Interpersonal Skills

  • Delivering Results

  • Continues Learning

  • Internal/External Focus

Senior Operational Trainer

Training
Job Description:

Responsible for the delivery of all training programs, courses and sessions for the assigned projects with the agreed due dates and bench marks through supervising a team of training executives

Key Responsibilities:

  • Deliver Training for assigned staff (new batches – verification & refreshment sessions – re calibration sessions) with the agreed benchmarks and due dates.

  • Oversee the performance of the assigned trainer’s team ensuring adherence to training plan/agenda.

  • Responsible for the headcount salary confirmation for newly hired and internally transferred trainees

  • 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

  • Work on the continuous improvement for 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 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)

  • Work on the continuous improvement for the training performance through setting and implementing actions plans according to the training evaluations and surveys

  • Communicates regularly with operations to tailor and deliver refreshment sessions based on quality reports represented to ensure client & end user satisfaction

  • Shares in the issuance of needed performance reports and follow ups on actions plans

  • Ensure class control and trainees managements in accordance to company policies and procedures

  • Provide pre operational feedback to HR and OP on new agents and their fitness for performing duties required.

  • Evaluates responsiveness to training and identify areas of improvement

  • Do all verification practices required and related to knowledge verification (Login – Calibration – Test) Ensure class control and trainees managements in accordance to company policies and procedures

  • Provide pre operational feedback to HR and OP on new agents and their fitness for performing duties required.

  • Evaluates responsiveness to training and identify areas of improvement

  • Do all verification practices required and related to knowledge verification (Login – Calibration – Test)


 

Job Qualifications:

  • English profile: Proficiency, Arabic is Mandatory

  • 1-2 years of experience in the call center industry as a high performing agent

  • Bachelor Degree

  • Post graduate studies in training is an added plus

  • Very Good command of Microsoft office software

  • Excellent presentation skills and communication skill

  • Excellent in conducting training and delivering knowledge


 

Business Level: 

  • Awareness of Company SOD

  • Awareness of RCC policies and procedures.

  • Awareness of COPC standards & Approaches


 

Interpersonal Level:

  • Good Communication Skills

  • Quality Focus

  • Team work

  • Results oriented

Banking Customer experience representative

Operations
Job Description:

Handle Customer requirements related to all banking transactions over the phone & can deal and handle customers face to face.

Job Qualifications:

  • English profile: Good & Very good English speaker

  • Slight random slips are acceptable

  • Able to sustain an Eng. conversation with partial Fluency, (i.e. frequent acceptable mistakes).


 

Skills:

  1. High communication skills very high one

  2. Presentabiltiy  is a Must


 

  • Gender: Males only

  • Age: Maximum 29 years old

  • Full time Job

  • Working hours: 24/7

  • Education: None governmental institutes is not allowed to apply for this vacancy.

Customer experience representative

Operations
Job Description:

Handle Customer requirements complaints & Order taker for Different nationalities across UAE cities.

Job Qualifications:

  • English profile: Very good English speaker

  • Slight random slips are acceptable

  • Able to sustain an Eng. conversation with partial Fluency, (i.e. frequent acceptable mistakes).


 

Skills:

  1. Good communication skills

  2. High Active listening.



  • Gender: Males only

  • Full time Job

  • Working hours: from 6 AM till 2 PM

  • Education: Undergraduate & Grades.

Customer experience representative

Operations
Job Description:

Handle Customer requirements complaints & Order taker for Different nationalities across Egypt through the phone.

Job Qualifications:

  • English profile: Fair English speaker

  • Slips are acceptable

  • Doesn't need to speak English but understands common expressions


 

Skills:

  1. Good communication skills

  2. High Active listening.



  • Gender: Males only

  • Full time Job

  • Working hours: 24/7

  • Education: Undergraduate & Grades.

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