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Policies & Processes Specialist

Raya Contact Center

Posted on September 11, 2019

3 - 5 years Cairo - Egypt

Any Graduation. Any Nationality

Opening 01

Job Description

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Job Purpose:
• Responsible for the design, documentation and development of all company business processes and workflows and ongoing enhancement for maintaining process efficiency and effective outcome along with communication to all concerned parties.
Key Responsibilities:
• Responsible for design and documentation of all company business processes and workflows
• Develops clear process maps and business requirements
• Works closely with all business owners to identify and analyze all business processes and workflows for maintaining process efficiency
• Identifies process gaps and defects that needs to be addressed and reflects it accordingly in process improvement
• Ensures all company process are closely connected and compliant to certification/ global standards approaches
• Acts as the owner of certification/ global standards approaches documentation and updates when and if required
• Responsible for assigned continuous improvement projects and acts as the main moderator for the projects across the company
• Ensures that continuous improvement projects yield to enhancement of targeted metrics
• Conducts awareness sessions to ensure all company processes and their updates are circulated across the company
• Ensures that processes are being uploaded on the company internal portal in updated form and accessible to all concerned parties
job requirements
3 to 5 years
Not Specified at least
Outsourcing/Offshoring Telecommunications

Call Center / BPO / KPO / Outsourcing

HR / Human Relations / Industrial Relations

Desired Candidate Profile

Required skills, expertise & Knowledge:
Functional Level:
• Excellent Understanding of Company approaches
• Sense of quality and precision in fulfilling duties and tasks
• Business Level:
• Understanding business requirements
• Understanding Company Statement of Direction
• Awareness of Raya Culture and Values
• Interpersonal Level:
• Adaptability
Interpersonal Skills
• Delivering Results
• Continuous Learning
• Internal/ External Focus
Problem Solving:
• Identical situations requiring solution by simple choice of things learned
• Educational Background:
• University Degree
• Six Sigma Certification
Professional Experience:
• 3-5 years of Work experience in the Call Center industry
Language Skills:
• Fluency in English & Arabic


Policies & Processes Specialist


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Raya Contact Center

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