Senior Operations Officer – Doha – Qatar Airways
Qatar Recruitment
Doha
منذ 6 يوم
source : ExploreJobs

DohaWelcome to a world where ambitions fly highFrom experienced pilots to dynamic professionals embarking on new careers, Qatar Airways is searching for talented individuals to join our award-winning team.

We take pride in our people a dynamic and culturally diverse workforce is essential to why we are one of the finest and fastest growing airlines in the world.

We offer competitive compensation and benefit packages.About Your Job : Reporting to the Manager Contact Centre Operations, the role is 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 Center sites through your exceptional commitment and self-managed, pro-active approach.

This role is mainly about optimizing manpower plans according to business requirements, outlining actionable call and non-call item volume forecasts for all services of the Qatar Airways Customer Contact network based on historical data and business related assumptions whilst supporting the introduction and administration of existing and future WFM (Workforce Management) applications across all Contact Centre sites.

Key elements of the role includes : -Making every effort to develop and implement advanced scheduling dynamics, equity and work rules.

Maximise the utilization of existing resources for increased efficiencies of the department.Assist in developing and implementation of reports covering operational performance data, headcount reports, staff adherence and management information dashboards.

Recognize the changing needs of the service and make recommendations or improvements to ensure continued growth across all Contact Centre sites.

You will provide leadership, guidance within the shift while fostering a positive and effective team environment within the operations.

You will work to KPI’s as per the Contact Centre guidelines as well as providing exceptional Leadership in order to establish the unit as a quality service provider.

About You : To be successful in this role, you will be able to offer a Bachelor’s Degree and technically you must have minimum of 5 years of working experience preferably within an Airline or Tourism Industry.

Other essential skills & knowledge includes : -Comprehensive knowledge of administration and optimization of Contact Centre application for WFM & Forecasting including Erlang B+C calculation.

Good understanding of Contact Centre related subjects and have the ability to perform analysis of Contact Centre KPI’s, workforce management and event distribution system.

You should have proficiency in MS office & Presentation SkillsYou should possess excellent communication and analytical skills and experience of leading, managing, inspiring and engaging a large multi-cultural workforce.

You must have good interpersonal skill and strong customer service approach.Apply Online

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