Job closed
Ref: KP594-634
Job description / Role
• Customer Service Centre Process development.
• Interface with RKH, MSI and other internal and external stakeholders in relation to processes, systems and other elements relevant for the start up of the activities in line with the commencement date.
• Define of detailed requirements, support the integration with QR systems, Interface the future provider with MSI.
• CRM and Knowledge base systems design and deployment.
• Create the Content for the Knowledge base system and repository to be used by the Contact Centres Operators, the Website and the other touch points.
• Develop the integration with the future QR Website and App in terms of content and functionalities (i.e. web chat) and support the deployment.
• Project Management for the start up of the Customer Service Centre and the Customer Experience monitoring/surveys activities.
• Support the tendering process in order to identify and award the best Customer Service Centre tenderer and the best Customer Experience Surveys tenderer.
• Evaluate and present current benchmark best in class analysis for Contact Centre, CRM solutions/ functionalities and Customer Experience monitoring within the transportation industry and investigate applicable considerations appertaining to local culture and laws.
Requirements
• Proven experience in managing Contact Centre and CRM systems with a
minimum of 15 years and a proven track record of implementing Contact
Centre Processes and procedures.
• Multichannel contact discipline experience is essential specifically through
digital means.
• Experience in technical writing with a specific focus on Employer
Requirements and Contact Centre specifications.
• Project management.
• Strong communication and interpersonal skills with aptitude in building
relationships with professionals of all organizational levels.
• Highly self-motivated.
• Experience in GCC Countries.
• Experience in transportation industry.
About the Company
Qatar Project Management (QPM) is an independent subsidiary of Barwa Real Estate Development Company that provides expertise in Project Management, Design Management, Construction Management, and Contract Administration together with other associated Project Management functions. Established in 2008, QPM is centralized platform for provision of Project Management services to Barwa and Qatari Diar as well as local and international markets. QPM provides these services through an in-house team of highly-skilled, motivated, and qualified professionals supported by state-of-the-art information technology and highly-effective Project Management systems.