Job closed
Ref: GP388-1262
Job description / Role
Senior Operations Officer (Customer Contact Centre) - Qatar Airways - Doha
In this role you will be responsible to ensure continuous optimisation of Doha Contact Centre performance and productivity through the management, supervision and coordination of the activities and schedules of Customer Service Agents and support staff. You will administer Contact centre applications such as WFM, Monitoring, Call-Recording and Real-Time-Steering systems and act as the interface with CCC management for locally run applications.
Requirements
You must be University graduate with minimum 5 years of job related experience in a Contact Centre with workforce forecasting and scheduling experience, ideally within the Aviation/ Travel industry.
You will have excellent English knowledge with extensive knowledge of WFM software, MS products, particularly Excel, preferably of Contact centre technology, ACD, PBX systems.
To be successful in this role you will have excellent problem solvnig and decision making 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.