Manager Contact Centres Operations | Qatar Airways | Doha – Qatar Airways

About Your Job:
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.

Job Details

Date Posted: 2017-09-28
Job Location: Qatar
Job Role: Customer Service and Call Center
Company Industry: Customer Service

Preferred Candidate

Career Level: Management

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