Contact Center

3 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

About The Role

We are currently recruiting for Senior Operations Officer – Technology for Customer Contact Centre in Doha.

As Senior Operations Officer, you will be responsible for supporting the implementation, administration and management of integrated global Contact Center software applications. You will be responsible for the implementation of functional requirements, business continuity and optimization plan according to business requirements. As a technical expert, you will act as a liaison between Customer Contact Centers, QR IT department, QR Crisis management departments, QR site management and Vendor (Managed Service Partner) and other involved parties to tackle activities related to ensuring systems are operating as per business requirements.

Your Specific Responsibilities Include

  • Analyze as-is processes and perform gap analysis, subsequently derive the to-be processes and prepare business requirements for features and functionalities required in the IT software for improving user experience and processes.
  • Create functional and technical specification documents and ensure relevant and proper functions of the proposed solutions as per business requirements.
  • Manage in coordination with QR IT the roll-out of Contact Center applications, including voice, non-voice and Customer Experience applications at all sites and actively support the administration process. Ensure system functionality through monitoring service level agreements with application providers.
  • Manage the design and undertakings of Functional Testing (FT), User Acceptance Testing (UAT) to verify software and telecom applications functionality, also build and analyze various test scenarios.
  • Collaborate with QR IT and Vendor to resolve technical problems by collecting and analyzing essential information, coordinating resolution actions and recommending solutions.
  • Prepare reports and operational guidelines, describe technical and testing methods and procedures.
  • Ensure operation of Customer Contact Center applications by calibrating software equipment, conducting preventive drills requirements, raising service request for technical repairs as necessary.
  • In cooperation with QR IT, manage the service delivery to enhance the performance of Customer Contact Center Application by working closely with IT to ensure that projects are being delivered as per specifications and SLA.
  • Lead the development and implementation of Business Continuity plans for each site in cooperation with local site management, QR IT and Crisis Management Teams.
  • Act as a liaison between business stakeholders, such as management, end users or customers and the software development vendors and QR IT team to guide them on requirements.
  • Engage in system design, solution configurations, unit testing of systems and coordinate with team members and vendors as needed so as to maintain accurate records of all business system configurations in Contact Center for Voice and Digital channels.
  • Ensure smooth deployment of the application systems into all areas of business and provide technical support post-deployment of any issues of change requests.
  • Perform other department duties related to his/her position as directed by the Head of the Department.
  • Maintain close working relationships with contracted Contact Centre application providers and manage provider relationships.
  • Identify opportunities for improving CCC operations and using technology to eliminate problems that affect productivity, customer experience, output and ultimately, the bottom line.

About You

To be successful in the role, you must have the following qualifications and skills:

  • High School Qualification/ Vocational Qualification with minimum 5 years of job-related experience
  • OR
  • Bachelor's Degree or Equivalent with minimum 4 years of job-related experience
  • Experience working with Contact Centre applications providers, is preferred
  • Bachelor's degree in MIS
  • Excellent command of all Microsoft Office applications.
  • Excellent knowledge of administration and optimization of CC applications for:
    • Call and Digital Interaction routing
    • Work Force Management
    • Call Recording and Screen Capture systems
    • Management Information Systems
    • Analysis of Contact Centre KPI's
    • Call and non-call item volume forecasting
    • Contact Centre real-time management and steering
    • Call, work-item and event distribution systems
  • Strong analytical skills
  • System provider management
  • Excellent written and spoken English
  • Management and Leadership skills

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.

How To Apply

If you have what it takes to be part of our 5-star team, please take the first step and apply now by uploading your CV and completing the online application.

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