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Customer Experience Management Specialist

1 week ago

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

We are seeking a highly experienced Technical Project Lead for Contact Centre Solutions to join our team in Doha. As a key member of our Customer Contact Centre, you will be responsible for leading the design and implementation of 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 value innovation and creativity and are looking for talented individuals like you to join our dynamic team.