Customer Experience - Manager Customer Service Strategy | Contact Centre
Qatar Duty Free
Doha, Qatar
منذ 2 يوم

About the role

The Manager Customer Service Strategy is responsible for developing and implementing a Training & Development Strategy, a quality strategy and an Information & Content Management Strategy plan in line with the wider QR CCC objective of transitioning to Omni channel, revenue generating customer engagement centres.

The role is responsible for the successful implementation and execution of a Global Sales Strategy and its corresponding activities by directing and guiding the sales activity within the Customer Contact Centers.

Role Accountabilities

  • Establishes clear sales activity priorities and drives sales force actions, enabling Qatar Airways to deliver market share and revenue performance from the contact centres in line with wider business expectations in conjunction with the international leadership team and through a process of continuous communication with the in country sales force.
  • Provides strategic recommendations on how to optimize value from each customers.
  • Works closely with product and in country teams to set yearly sales targets that are in line with wider Commercial strategy.
  • Manages operations from a cost center into a revenue generating function by identifying monetization opportunities and ensures the Contact Centre operation is skilled appropriately.
  • Channels the voice of the customer at Head Office and champions the sales effort whilst challenges the business to recognize and adapt policies and practices in line with emerging market trends.
  • Looks into client needs and customer segmentation, product relevance and attractiveness, competitive threats and opportunities.

  • Organizes the contact centre sales force globally, analyzes trends in sales performance, defines and optimizes sales structures and channels, customer portfolios and selling practices, making recommendations for changes to selling methods and structures where appropriate.
  • Be part of an extraordinary story

    your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make.

    You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience.

    You have the chance to be a part of our future, and build the life you want while being part of an international community.

    Our best is here and still to come. To us, impossible is only a challenge.

    Join us as we dare to achieve what’s never been done before.

    About you

    The successful candidate must have the following skills and qualifications.

  • Relevant College or University qualification to minimum Bachelor's level.
  • Minimum 9 years relevant experience
  • Background in Sales Management / Sales Steering / Sales Strategy.
  • Understanding of skilling contact centre agents with the right training and methodologies for achieving KPls.
  • A good understanding of Sales planning and steering techniques to hit required financial targets.
  • Job Specific Skills

  • A good understanding of Contact Centre quality assurance and training requirements.
  • Excellent knowledge of booking, ticketing and payment processes.
  • Fluency in English language at native speaking level and in writing.
  • Excellent interpersonal and communication skills.
  • Project Management skills.
  • Experience in working with call recording systems for quality assurance.
  • Managerial skills - Ability to delegate work, set clear direction and manage workflow.
  • Strong mentoring and coaching skills. Ability to train and develop subordinate’s skills.
  • Ability to foster teamwork among team members.
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