Operation Assistant (Customer Contact Centre)

Job description / Role

Operation Assistant - Customer Contact Centre - Qatar Airways - Doha

The Operation assistant will be responsible in ensuring efficient administrative operations. You will be responsible for scheduling and planning the work flow for WFM status changes of contact Centre staff. You will also Participate in proactive efforts to achieve contact Centre goals.

Your key accountabilities will include:
- Create and update segments on each employee profile relating to roster, shift preference etc.
- You will coordinate the distribution of various agents' rosters.
- You will be responsible to monitor queues on both voice and non-voice work in real time.
- You will be required to undertake analysis related to CCC KPIs and compile reports.
- You will act as a liaison between supervisors, the training department and other administrative department and the Contact Centre operations.
- Your support will be needed in implementing policies and procedures established by the contact Centre operations department

Requirements

To be successful in this role you must have a minimum of a High School leave certificate and a Trade or Vocational qualification. You will have a minimum of 2 years job related experience, with Scheduling & Planning background, preferably in a Contact Centre environment.

You will be fluent in written and spoken English with good organization skills, a high degree of attention to detail and flexibility in approach and ability to deal with demanding deadlines.

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.