Contact Centre Manager

Qatar Airways
Doha, Qatar

Ref: GP388-437
Qatar Airways

The Role


The Role


We are currently recruiting for an experienced Contact Centre Manager for our Contact Centre in Muscat, Oman.
Providing leadership and guidance to a team of up to 150, the Contact Centre Manager will ensure the reliability of the operation and consistent KPI achievement in areas of productivity, cost efficiency, quality and sales conversion.

Specific Responsibilities include:
•Ensure adequate staffing with qualified resources to deliver customer contact services in accordance with defined KPI’s.
•Ensure full functionality of all operational systems and work closely with Corporate and local IT to safeguard against outages and disruptions.
•Identify opportunities to maximise workforce utilisation and reduce shrinkage to improve productivity
•Monitor Centre performance on a daily basis and implement corrective measures if required.
•Develop annual expenditure budget and ensure adherence to approved budget
•Maintain close relationships with stakeholders and especially with Country Sales Managers to ensure that saleability of the Qatar Airways product is maximised
•Continuously seek to identify cost efficiencies through greater staff productivity and economies of scale

Requirements


Requirements


The Individual:
•At least three years experience of Contact Centre management in a similar role
•A proven track record of leading and developing multinational and multilingual teams
•Previous Experience in the Middle East would be an advantage
•Arabic language skills would be an advantage

About the Company


About the Company


Welcome to a world of growing opportunities.

Qatar Airways is the national carrier of the State of Qatar. Our global network now sees us flying to over 100 destinations worldwide and operating some of the youngest fleets in the sky. We are home to over 150 nationalities.

Our mission is to deliver Excellence in Everything We Do. For us, that means we focus on the customers who fly with us. We understand that our customers choose to fly with us because we care for them. We know that every time we fly, we carry the hopes and dreams of our customers. Similarly we consider the hopes and dreams of our people. Our success is due to our leadership and the employment of high quality people who will enjoy living and working in Doha, Qatar.

Qatar is a rising economic powerhouse and is fast establishing itself as one of the world’s newest and most vibrant hubs. Qatar prides itself on its technological advances as well as its educational and research facilities. It is rapidly becoming home to more expatriates and international businesses, as well as world-renowned 5-star hotels, spas and resorts. The city boasts the best in shopping, sports activities and has been host to many high profile international events.

As the Airline of the Year 2011 and the only 5-star airline in the Middle East, the opportunities for career diversity, professional development opportunities to further your careers within the organisation are almost limitless. We truly believe that life is a journey, not a destination; therefore we help our people to realise all that they can be.

Join one of the fastest growing airlines with an ever-expanding global network.

If you wish to find out more about the Qatar Airways Group of companies and what we have to offer, then please visit our website.
This Position is closed or expired