Senior Manager Customer Contact Centre

We are currently recruiting for Senior Manager Customer Contact Centre, within Customer Contact Centers in Doha.

As a Senior Manager Customer Contact Centre, you will oversee the Global Contact Centre network's performance to ensure exceptional customer service. It includes developing and implementing strategies, identifying new opportunities, and driving key initiatives to enable change. You will focus on improving cost efficiency, enhancing productivity, maintaining quality, and positioning all Contact Centers as active distribution channels that support regional and country revenue goals.

Key Accountabilities: 

·       Develops and implements business continuity strategies to respond to crisis situations and operational disruptions.

·       Highly effective operations support, designed to provide efficient and timely operational support to all sites in the areas of technology, reporting, workforce management and real-time steering.

·       Continuously improvement and optimization of Contact Centre processes and projects to optimize revenue. Develops Contact Centre plans in order to ensure that agreed services level are delivered cost efficiently and to ensure consistent and timely information flow of initiatives and new projects across entire Customer Contract Centre network.

·       Identifies opportunities for efficiency improvements through constant review of current network performance.

·       Constantly exploits opportunities for service enhancements and identifies new markets and opportunities in order to drive growth and strategic direction of the Contact Centre network.

·       Incorporate AI-driven strategies to enhance customer interaction and service efficiency including predictive analytics to forecast customer needs and improve service delivery.

·       Guidance and direction to the CC Management team in delivering technical, operational and quality management solutions to the entire Contact center network.

·       Regularly monitors CC productivity and performance and supervises activities linked to corrective action in case of sub-standard performance on CC site level.

·       Oversee implementation of continuous improvement measures to: increase sales, enhance customer experience, drive staff engagement, improve cost efficiencies as well as center and network productivity.

·       Prepare the budget and ensures budget adherence within approved budget framework at all CC sites as well as central cost center. Regular reviews with IT and Finance on technical and financial/budget performance of CC network.

·       Guidance and direction to Contact Centre Managers in delivering operational excellence and achieving qualitative and quantitative KPls such as Service Level, Lost Call Ratio, ASA, Sales conversation, Quality Scorecards Providing guidance and direction to the CC Management Team in delivering technical, operational and quality management solutions to the Contact center network.

·       Collaborate on implementation and operation of comprehensive next generation of Contact Centre Technology solutions and oversees implementation of recommended market and service expansion projects.

·       Responsible for alignment of customer experience strategies and activities to the Customer Experience Department within Regular site performance reviews with internal clients.

· Perform other department duties related to his / her position as directed by the Head of the Department.

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You'll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge. 

• Bachelor's degree or equivalent with a minimum of 12 years of job-related experience .

·       Minimum 10 years in senior management positions in the Contact Centre industry, managing large scale operations within multi-sites handling more than 100 employees.

·       Understanding of CRS (Amadeus) functionality is preferred.

·       Detailed understanding in the utilization and implementation of Contact Centre technology, including Workforce Management and Reporting.

·       Strong analytical skills.

·       Command of English language.

·       Knowledge of AI is essential.

·       Excellent computer skills including MS Office suite.

·       Fluency in English language, written and spoken.

·       Ability to negotiate and present at Executive Management level.

·       Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring. and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members.

About Qatar Airways Group

Our story started with four aircraft. 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.