Manager Contact Centres Operations

Job description / Role

Manager Contact Centres Operations - Qatar Airways - Doha

As Manager Operations & Strategy you will ensure that all Contact Centre Operations at Qatar Airways is streamlined including developing the process and procedures from the business side in conjunction with the corporate IT & proven Contact Centre technology solutions across all Contact Centre sites. The role is critical to the ongoing and further development and success of the Global Contact Centre network.

You will take the lead in driving the development of strategic planning and execution of all Contact Centre Operations. You will assess departmental performance against international benchmarks by leading and designing measurement of key performance metrics so the department has actionable and robust metrics in place to drive business improvement and is at the forefront of good practice.

A major responsibility will be the ongoing monitoring of the daily activities, tracking performance and efficiency and identifying any areas for improvement. You will gather, evaluate, identify and communicate business requirements for Voice, Non-voice, Workforce Management, Quality Monitoring and Performance Management System.

Key elements of this role also include development and management of the team to reach their potential, including creating succession plans to allow business continuity. You will hold a Bachelor’s Degree or equivalent with at least 8 years of work experience in the Contact Centre Industry, including management experience. You will require proven knowledge of Contact Centre Technology, Workforce management, Reporting Systems and understanding of the commercial impacts of operations associated financial / budgetary work and motivations skills with the ability to thrive in a fast paced environment.

Requirements

You will need to have the ability to create and deliver solutions that meet corporate objectives and be comfortable operating in a wide range of platforms and environments. Importantly, you will uphold the highest personal and professional standard and have a positive and passionate attitude towards industry stakeholders and leadership skills combining delegation, setting clear directives and workflow, mentoring, coaching and building a strong teamwork mentality is very much needed.

A proven influential and consultative approach, being solution focused and excellent communication and analytical skills with proficiency in computer applications and Presentation skills are very much needed in this role. You are also expected to have experience in strategic development and planning and possess strong negotiation and interpersonal skills.

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.