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Lead Real-Time Operations Manager

2 months ago

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

We are seeking a highly skilled and experienced Lead Real-Time Agent to join our team at Qatar Airways Group. As a key member of our Contact Centre Operations team, you will play a critical role in ensuring the effective utilization of manpower resources to maximize efficiency and achieve predefined KPIs.

Your Key Responsibilities

  • Real-time steering and skilling of Customer Services Agents (CSAs) to meet defined performance targets daily, including service levels, abandoned percentage, average handling time, occupancy, average speed of answer, and queue accessibility.
  • Real-time resource allocation for voice and non-voice tasks to optimize resource utilization and blending.
  • Manage non-voice queues to maintain productive and service level goals.
  • Identify intraday trends and recommend resource adjustments to the business units.
  • Balance service delivery with site occupancy.
  • Act as an interface between site internal departments and other QR CCC locations and HO.
  • Break optimization and re-scheduling of daily exceptions to meet scheduling requirements.
  • Convert management team-provided information about internal and external service impacting activities into real-time resource adjustments.
  • Report and highlight aberrations against KPIs in real-time through reporting and escalation matrices.
  • Track daily attendance for the centre and report late logins.
  • Maintain real-time management information dashboards.
  • Produce real-time and ad-hoc reports showcasing performance, shrinkage, and trends.
  • Analyze data and provide insights to scheduling and planning teams to optimize performance and productivity.
  • Coordinate with IT on contact centre application or call-related incidents.
  • Monitor officer adherence to work schedules to improve availability to customers and alert supervisors of scheduled non-adherence in real-time.
  • Handle agents' daily break schedules, schedule swaps, and work with supervisors to request agents to leave early or allocate resources to alternative tasks.
  • ID creation, skill reconciliation, and maintenance of skill matrices.
  • Act as a local operational representative for TEC (Telephonic Emergency Centre).
  • Perform other department duties as directed by the Head of the department.

About You

The successful candidate will have:

  • Relevant high school qualification with minimum 3 years of job-related experience or Bachelor Degree with minimum 2 years of job-related experience.
  • Knowledge in Customer Contact Centre Operations Management.
  • Strong MS-Office and reporting experience.
  • Ability to analyze performance data and statistics.
  • Willingness to work in shifts.
  • Ability to multitask in an often-pressurized environment.
  • Ability to influence leadership, work with people, and drive toward common solutions and issue resolutions.
  • Strong communication skills (good written and spoken English).

About Qatar Airways Group

We are a global airline with a rich history of innovation and excellence. Our story started with four aircraft, and today we deliver excellence across 12 different businesses coming together as one. We've grown fast, broken records, and set trends that others follow. We don't slow down by the fear of failure. Instead, we dare to achieve what's never been done before.

So whether you're creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

Eligibility and Requirements

  • All internal candidates can only have three active applications at any point in time.
  • All internal candidates must have completed a minimum of 10 months in their current role in order to apply for a new role.
  • All internal candidates with an active final warning letter will be automatically disqualified from the recruitment process.
  • If you are a Deck Crew (Qatar Airways & Qatar Executive) or Qatar Executive Cabin Crew candidate, you would require a NOC to apply for this role.