Senior Operations Officer

4 weeks ago


Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

About the role:

We are currently looking for a Senior Operations Officer for WFM in our Customer Contact Centre.

As Senior Operations Officer, you will be in charge of optimizing Contact Centre performance and productivity by managing, supervising, and coordinating the activities and schedules of Customer Service Agents and support staff. Your responsibilities will include overseeing capacity Planning, Scheduling, Forecasting, Real Time Management, Reporting, and administrating Contact Centre applications AVAYA and VERINT WFM.

Your specific responsibilities include:

  • Forecasting volumes of voice/non-voice activities both short-term and long-term.
  • Reviewing forecasts regularly for all workgroups, identifying areas for improvement, and implementing solutions.
  • Adjusting workforce requirements based on dynamic forecasts and managing real-time Contact Centre performance.
  • Scheduling staff based on forecasts and volume, designing shift patterns, and making schedule adjustments as needed.
  • Reviewing Key Performance Metrics, implementing improvement actions, and communicating variations in workload, KPIs, and resource availability.
  • Developing timely reporting, sharing critical operating data, delivering management analysis, and creating contingency plans for staffing disruptions.
  • Evaluating interfaces across departments and sites, collaborating with teams to manage absences, and administering VERINT WFM tools configuration.

Be part of an extraordinary journey where your skills and imagination are valued. Here, you have endless opportunities to grow, work on challenging tasks, and be part of a global community that encourages limitless potential.

Our commitment to excellence paves the way for remarkable achievements. Join us in pushing boundaries and striving for the extraordinary. Together, we can achieve the impossible.

Qualifications

About you

The ideal candidate should possess the following qualifications and skills:

  • Bachelor's Degree or equivalent
  • Minimum of 5 years of relevant experience, with at least 2 years in a leadership role for WFM
  • Proficiency in VERINT WFO and experience with other WFM tools
  • 5 years of forecasting and scheduling experience in a Contact Centre environment
  • Extensive knowledge of MS Excel and MS PowerPoint
  • Strong problem-solving and decision-making abilities
  • Outstanding communication skills with fluency in English


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