Customer Experience- Transformation
5 hours ago
**About the role**
We are recruiting for Transformation and Change Manager for Customer Contact Centre based in Doha, Qatar.
The Transformation and Change manager will be a key role and will be responsible for delivering the key transformational initiatives and focus on changes to business and customer experience processes, system and technology.
**Your specific responsibilities include**:
- Drive the transformation journey to implement the state of art technology solution (QASSIST) with features like Omni channel communication, automated processes, machine learning, voice analytics, intelligent routing.
- Streamlining the process via empowering contact centre leadership teams.
- Constantly manage business and operational changes more effectively to have a positive impact on the customer experience and to make the customer journey as effortless as possible.
- The primary focus will be creating and implementing change management plans that minimizes employee resistance and maximize employee engagement.
- Drive faster adoption, greater ultimate utilization and higher proficiency on the changes impacting employees in the Customer Contact Centre such that business results are achieved.
- Provide guidance, expertise and lead continuous improvement initiatives to manage and support business improvement, commercial opportunities and setting frameworks to obtain operational excellence across 4 sites.
**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 College or Min Bachelor’s level or equivalent
- Minimum of 7 years of Contact Centre experience
Essential
- Experience in managing implementation of new technology
- Experience in improving processes
- Experience in managing change in contact centre
- Should have worked in a multisite operation
Preferred
- Leadership position in Contact Centre
- Strong experience in leading change, managing vendors, implementation management
- Ability to work under pressure and achieve results with short lead times.
- Strong interpersonal and organization skills, ability to work within defined procedures.
- Strong leadership qualities including delegation of authority & taking initiatives
**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
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