Senior Operations Officer WFM
1 day ago
We are seeking a highly skilled Senior Operations Officer to join our Customer Contact Centre team at Qatar Airways. As a key member of our operations team, you will be responsible for ensuring the continuous optimization of Contact Centre performance and productivity.
Key Responsibilities- Forecast volumes of voice and non-voice activities to ensure accurate staffing levels.
- Review and adjust forecasts regularly to identify opportunities for improvement and implement solutions.
- Manage and analyze real-time Contact Centre performance to make informed decisions about staffing and resource allocation.
- Schedule skilled staff based on forecasted volumes and anticipated workload.
- Review Key Performance Metrics and implement actions to improve forecasting and scheduling efficiency.
To be successful in this role, you will need to have excellent analytical and problem-solving skills, as well as the ability to communicate effectively with stakeholders. You will also need to have experience with workforce management tools and systems, such as AVAYA and VERINT WFM.
We offer a competitive salary and benefits package, as well as opportunities for career growth and development. If you are a motivated and experienced operations professional looking for a new challenge, please apply now.
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Senior Operations Officer WFM
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