Lead Real Time Agent

3 weeks ago

Doha, Qatar Qatar Airways Full time

**About the role**:
We are recruiting for a Lead Real-Time Agent to be based in our Contact Centre Doha.

The successful applicant will ensure proper and effective utilization of manpower resources to maximize efficiency and achieve predefined KPI’s. You will coordinate with all departments to maintain Service Level and ensure targets are achieved. You possess strong responsibility to optimize cross-skilling for voice as well as non-voice tasks, activation of staffing on demand measures by anticipating market and service affecting influence. You will deliver outstanding service to all interfacing department, representing business needs and helping stakeholders achieve strategic goals aligned to Customer Centre Needs.

**Your specific responsibilities include**:

- Real time steering and skilling of Customer Services Agents (CSA) driven by the real time trends to meet defined performance targets daily (Service levels, abandoned percentage, average handling time, Occupancy, Average speed of answer and queue accessibility) and achieve performance consistency based on business requirements.
- Real-time resource for voice and non-voice tasks for efficient resource optimization and blending.
- Manage non-voice queue maintaining productive and service level goals.
- Identify intraday trends as they develop and recommend the impact on resources and KPI’s to the business units.
- Balance service delivery along with site occupancy.
- Acts as an interface between site internal departments as well as to other QR CCC locations and HO.
- Break optimization and re-scheduling of daily exceptions to meet scheduling requirements.
- Covert information provided by management team about internal and external service impacting activities to utilize real-time resource adjustments.
- Report and highlight abirritation against any KPIs on real time, through reporting and escalation matrix.
- Tracking daily attendance for the centre along with reporting late logins.
- Maintain real time management information dashboards.
- Real time and Adhoc report showcasing real time performance, shrinkage and trends.
- Regularly analyse data and provide insight to scheduling and planning team to optimize performance and productivity.
- Monitor overall officer adherence to work schedule to improve availability to customers and alert supervisors of scheduled non-adherance in real-time.
- Handle agents daily break schedule, schedule swaps and during low-call volume work with supervisor to request agents to leave early or allocate resources to alternative tasks.
- ID creation, skill reconciliation, maintenance of skill matrix.
- Act as a local operational representative for TEC (Telephonic Emergency Centre)
- Perform other department duties related to hir/her position as directed by the Head of the department.

**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.

Together, everything is possible

**About you**:

- Relevant High school qualification with minimum 3 years of job-related experience or Bachelor Degree with minimum 2 year of job-related experience
- Knowledge in Customer Contact Centre Operations Management
- Strong MS-Office and reporting experience
- Ability to analyze the performance data and statistics
- Willing to work in shifts
- Multi-task in an often-pressurized environment
- Ability to influence leadership, work with people and drive toward common solutions and issue resolutions.
- Strong communication skills (good written and spoken English)

**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

  • Real Estate Agent

    4 weeks ago

    Doha, Qatar ABH Real Estate Qatar Full time

    **Title**: Luxury Real Estate Agent **Location**: Qatar **Company**:ABH Real Estate **Company Description: A leading Real Estate agency based in Dubai & Qatar, focused on Luxury properties, awarded best luxury Real estate brokerage for 2022 & 2023 and most lead generated winner on Property Finder for 2021.**A leading Real Estate agency based in Dubai &...

  • Real Estate Agent

    3 weeks ago

    Doha, Qatar ABH Real Estate Qatar Full time

    **Title**: Luxury Real Estate Agent **Location**: Qatar **Company**:ABH Real Estate **Company Description: A leading Real Estate agency based in Dubai & Qatar, focused on Luxury properties, awarded best luxury Real estate brokerage for 2022 & 2023 and most lead generated winner on Property Finder for 2021.**A leading Real Estate agency based in Dubai &...

  • real estate agent

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar ABH Real Estate Qatar Full time

    Title: Luxury Real Estate AgentLocation: QatarCompany: ABH Real EstateCompany Description: A leading Real Estate agency based in Dubai & Qatar, focused on Luxury properties, awarded best luxury Real estate brokerage for 2022 & 2023 and most lead generated winner on Property Finder for 2021.A leading Real Estate agency based in Dubai & Qatar, focused on...

  • Real Estate Agent

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar ABH Real Estate Qatar Full time

    Title: Luxury Real Estate AgentLocation: QatarCompany:ABH Real EstateCompany Description: A leading Real Estate agency based in Dubai & Qatar, focused on Luxury properties, awarded best luxury Real estate brokerage for 2022 & 2023 and most lead generated winner on Property Finder for 2021.A leading Real Estate agency based in Dubai & Qatar, focused on Luxury...

  • Real Estate Agent

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar ABH Real Estate Qatar Full time

    Title: Luxury Real Estate AgentLocation: QatarCompany:ABH Real EstateCompany Description: A leading Real Estate agency based in Dubai & Qatar, focused on Luxury properties, awarded best luxury Real estate brokerage for 2022 & 2023 and most lead generated winner on Property Finder for 2021.A leading Real Estate agency based in Dubai & Qatar, focused on Luxury...

  • Real Estate Agent

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar ABH Real Estate Qatar Full time

    Job descriptionTitle: Luxury Real Estate Agent ( Comission Base )Location: QatarCompany:ABH Real EstateCompany Description: A leading Real Estate agency based in Dubai & Qatar, focused on Luxury properties, awarded best luxury Real estate brokerage for 2022 & 2023 and most lead generated winner on Property Finder for 2021.A leading Real Estate agency based...

  • Real Estate Agent

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar ABH Real Estate Qatar Full time

    Job descriptionTitle: Luxury Real Estate AgentLocation: QatarCompany:ABH Real EstateCompany Description: A leading Real Estate agency based in Dubai & Qatar, focused on Luxury properties, awarded best luxury Real estate brokerage for 2022 & 2023 and most lead generated winner on Property Finder for 2021.A leading Real Estate agency based in Dubai & Qatar,...

  • Real Estate Agent

    4 weeks ago

    Doha, Qatar Urban Capital Real Estate Full time

    Urban Capital Real Estate is looking for a Real Estate agent must be a skilled and experienced professional with a deep understanding of the real estate industry and its unique requirements for marketing, sourcing properties, and associating with real estate developers. Below are the key duties and responsibilities of this role: - Generating leads for...

  • Real Estate Agent

    2 weeks ago

    Doha, Qatar Urban Capital Real Estate Full time

    Urban Capital Real Estate is looking for a Real Estate agent must be a skilled and experienced professional with a deep understanding of the real estate industry and its unique requirements for marketing, sourcing properties, and associating with real estate developers. Below are the key duties and responsibilities of this role: - Generating leads for...

  • Real Estate Agent

    2 weeks ago

    Doha, Qatar Vera Real estate Full time

    We are currently seeking an experienced Sales Agent to join our dynamic team in Qatar. As a Sales Agent, you will play a crucial role in driving sales and promoting our real estate services to prospective clients. Your exceptional communication and negotiation skills will be essential in building strong relationships with customers and ensuring their real...

  • Real Estate Agent

    2 weeks ago

    Doha, Qatar AVENUE REAL ESTATE Full time

    We are seeking a motivated and results-driven Real Estate Agent to join our team. As a commission-based agent, responsible for facilitating real estate transactions, representing clients in both residential and commercial property sales. **Responsibilities**: - Property Marketing - Negotiation - Client Representation - Market Analysis **Requirements**: -...

  • Real Estate Agent

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Sarh real estate Full time

    Real estate agent with relevant experience in Qatar real estate field. Minimum of 5 years experience.**Job Types**: Full-time, Permanent**Salary**: From QAR10,000.00 per month

  • Real Estate Agent

    3 weeks ago

    Doha, Qatar ABH Real Estate Qatar Full time

    **Company Overview**: At ABH Real Estate, we're not just about selling and renting properties; we're about creating connections, building dreams, and turning aspirations into reality. in short period in the business, we have established ourselves as a leading real estate firm, renowned for our commitment to excellence, innovation, and integrity. Our company...

  • Real Estate Agent

    3 weeks ago

    Doha, Qatar ABH Real Estate Qatar Full time

    **Job description** **Title**: Luxury Real Estate Agent ( Comission Base ) **Location**: Qatar **Company**:ABH Real Estate **Company Description: A leading Real Estate agency based in Dubai & Qatar, focused on Luxury properties, awarded best luxury Real estate brokerage for 2022 & 2023 and most lead generated winner on Property Finder for 2021.**A...

  • Real Estate Agent

    3 weeks ago

    Doha, Qatar ABH Real Estate Qatar Full time

    **Job description** **Title**: Luxury Real Estate Agent **Location**: Qatar **Company**:ABH Real Estate **Company Description: A leading Real Estate agency based in Dubai & Qatar, focused on Luxury properties, awarded best luxury Real estate brokerage for 2022 & 2023 and most lead generated winner on Property Finder for 2021.**A leading Real Estate...

  • Real Estate Agent

    2 months ago

    Doha, Qatar AVENUE REAL ESTATE Full time

    We are seeking a motivated and results-driven Real Estate Agent to join our team. As a commission-based agent, responsible for facilitating real estate transactions, representing clients in both residential and commercial property sales. **Responsibilities**: - Property Marketing - Negotiation - Client Representation - Market Analysis **Requirements**: -...

  • Real Estate Agent

    3 weeks ago

    Doha, Qatar ABH Real Estate Qatar Full time

    **Company Overview**: At ABH Real Estate, we're not just about selling and renting properties; we're about creating connections, building dreams, and turning aspirations into reality. in short period in the business, we have established ourselves as a leading real estate firm, renowned for our commitment to excellence, innovation, and integrity. Our company...

  • Real Estate Agent

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Urban Capital Real Estate Full time

    Urban Capital Real Estate is looking for a Real Estate agent must be a skilled and experienced professional with a deep understanding of the real estate industry and its unique requirements for marketing, sourcing properties, and associating with real estate developers.Below are the key duties and responsibilities of this role: Generating leads for...

  • Real Estate Agent

    3 weeks ago

    Doha, Qatar ABH Real Estate Qatar Full time

    **Company Overview**: At ABH Real Estate, we're not just about selling and renting properties; we're about creating connections, building dreams, and turning aspirations into reality. in short period in the business, we have established ourselves as a leading real estate firm, renowned for our commitment to excellence, innovation, and integrity. Our company...

  • Real Estate Agent

    2 weeks ago

    Doha, Qatar UPO Real Estate Full time

    Real Estate Agent required ,to be involved in Leasing of properties or Sales. Any one with any work experience in the relevant field can apply. **Job Types**: Full-time, Part-time