Customer Service Operations Expert

4 days ago


Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time
About The Role

We are seeking a highly skilled and experienced 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 analyze as-is processes, perform gap analysis, derive to-be processes, and prepare business requirements for features and functionalities required in IT software for improving user experience and processes.

Your Key Responsibilities Include:

  • Analyzing existing processes and identifying areas for improvement;
  • Creating functional and technical specification documents to ensure relevant and proper functions of proposed solutions as per business requirements;
  • Managing the roll-out of Contact Center applications, including voice, non-voice, and Customer Experience applications at all sites;
  • Ensuring system functionality through monitoring service level agreements with application providers;
  • Collaborating with QR IT and Vendor to resolve technical problems by collecting and analyzing essential information, coordinating resolution actions, and recommending solutions;


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