Technical Project Lead for Contact Centre Solutions
5 days ago
This is an exciting opportunity to join our dynamic team as a Senior Operations Officer – Technology. You will be responsible for designing and implementing efficient Contact Centre systems and processes to enhance customer satisfaction and loyalty.
Key Responsibilities Include:
- Designing and implementing business continuity plans to ensure minimal disruption to business operations.
- Collaborating with QR IT and vendors to identify and resolve technical issues.
- Preparing reports and operational guidelines to maintain accurate records of business system configurations.
- Leading the development and implementation of Business Continuity plans for each site.
About You
To succeed in this role, you must have:
- A High School Qualification/ Vocational Qualification with minimum 5 years of job-related experience or a Bachelor's Degree or Equivalent with minimum 4 years of job-related experience.
- Experience working with Contact Centre applications providers is preferred.
- 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, and Call, work-item and event distribution systems.
- Strong analytical skills and excellent written and spoken English.
About Qatar Airways Group
We are a rapidly growing airline with a strong commitment to innovation and customer satisfaction. Our team is passionate about delivering exceptional service and we're looking for talented individuals like you to join us.
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