Real-Time Operations Manager
2 weeks ago
We are seeking a highly skilled Lead Real-Time Agent to join our team at Qatar Airways' Contact Centre in Doha.
As a key member of our operations team, you will be responsible for ensuring the effective utilization of manpower resources to maximize efficiency and achieve predefined Key Performance Indicators (KPIs).
You will work closely with various departments to maintain Service Level and ensure targets are met. Your strong leadership skills will enable you to optimize cross-skilling for voice and non-voice tasks, as well as activate staffing on demand measures to anticipate market and service-affecting influences.
As a representative of Qatar Airways, you will deliver exceptional service to all interfacing departments, helping stakeholders achieve strategic goals aligned to our Customer Centre needs.
Key responsibilities:
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Coordinate with departments to maintain Service Level and achieve targets
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Optimize cross-skilling for voice and non-voice tasks
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Activate staffing on demand measures to anticipate market and service-affecting influences
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Deliver exceptional service to all interfacing departments
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Represent business needs and help stakeholders achieve strategic goals
Requirements:
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Strong leadership and communication skills
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Ability to optimize cross-skilling for voice and non-voice tasks
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Experience in contact centre operations
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Knowledge of Key Performance Indicators (KPIs) and Service Level
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Ability to work in a fast-paced environment
What we offer:
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Competitive salary and benefits package
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Opportunities for career growth and development
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Collaborative and dynamic work environment
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Recognition and rewards for outstanding performance
If you are a motivated and results-driven individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.
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