Senior Operations Officer - Qatar, دولة قطر - Talent Pal

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Qatar, دولة قطر

منذ أسبوع

Aisha Al-Thani

تم النشر بواسطة:

Aisha Al-Thani

مسوّقة للمواهب لبيبي
وصف
We are currently recruiting for Senior Operations Officer - WFM within Qatar Airways Customer Contact Center.


Operational accountabilities include:

  • In cooperation with Manager Contact Centre Operations (MCCO), the role will be accountable for the administration, optimization and implementation of a standardized WFM Contact Centre software solution for the running of all hosted solutions in QR Doha headquarter and locally hosted in all QR Contact Centre sites.
  • Supporting MCCO in developing and implementation of unified reporting including operational performance data, headcount reports, staff adherence and attrition reports and management information dashboards.
  • Develop and implement advanced scheduling dynamics, equity and work rules.
  • Maximizes the utilization of existing resources for increased efficiencies of the department.
  • Proactive administration of scheduling of discretionary activities such as training, meetings, coaching and overtime in order to ensure efficient roistering of crossfunctional job duties.
  • Manage Workforce Management (WFM), Real Time Adherence (RTA) software and ensures system is at full potential; Works with WFM system vendor to solve related issues.
  • Provide coaching and support to Operations Staff at CC sites so they may effectively carry out their job duties.
  • Supports Contact Centre Management in development and implementation of Business Continuity and Staffing on Demand Plans for each site in cooperation with site management, corporate IT and Crisis Management Teams.
  • Perform other department duties related to his/her position as directed by the Head of the Department.
Qualifications

  • Bachelor's Degree or Equivalent with minimum of 4 years job related experience.
  • Or Highschool Qualification or Diploma related to the role with 5 years job related experience.
  • Minimum 3 years in Contact Centre operation.
  • Airline or tourism industry experience is a must.
  • Excellent knowledge of analysis in contact centre KPIs.
  • Strong analytical skills and system provider management.
About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We've grown fast, broken records and set trends that others follow. We don't slow down by the fear of failure. Instead, we dare to achieve what's never been done before.

So, whether you're creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story.

A story of spectacular growth and determination.


Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

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