Contact Centre Manager

Job description / 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

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

Qatar Airways is proud to be one of the youngest global airlines to serve all six continents, and thanks to our customers’ response to our offerings, we are also the world’s fastest-growing airline. We connect more than 150 destinations on the map every day, with a fleet of the latest-generation aircraft, and an unrivalled level of service from our home and hub, the Five-star airport, Hamad International Airport in Doha, the State of Qatar.

Travel today involves a mix of short, medium and long-haul segments, with more people travelling than ever before. With the breadth of network coverage today, virtually no destination is unreachable. This is why the commitment to service is paramount; as our guests are travelling farther and more frequently than ever before, the experience on board is an important part of the journey itself.

Since our launch in 1997, Qatar Airways has earned many awards and accolades, becoming one of an elite group of airlines worldwide to have earned a 5-star rating by Skytrax. Voted Airline of the Year by Skytrax in 2011, 2012, 2015 and most recently in 2017, Qatar Airways has won the confidence of the travelling public. We have accomplished these goals by focusing on the details – how we run the business, and how you experience our airline.