Manager Operations & Strategy - Customer Contact Centre
About the role
We are currently recruiting for a Manager Operations and Strategy - Customer Contact Centre based in Doha.
In this role, you will lead the strategic planning, operational excellence, workforce optimization, and performance management of the Customer Contact Centre. You will be responsible for ensuring operational strategies, workforce planning capabilities, governance frameworks, and supporting technologies are effectively aligned with business objectives to deliver an exceptional customer experience. You will also drive continuous improvement across all Customer channels through process optimization, resource utilization, manpower planning, capacity management and operational efficiency.
Key responsibilities include
Strategic
- In conjunction with Business leaders, Operations, Contact Centre Managers, and other team, define operational capability and enablement requirements that support the Contact Centre strategy, workforce planning objectives and service delivery goals.
- Develop and implement Business Continuity plans in coordination with IT and create and optimise staffing on demand plans for each site.
- Ensure a focus on benchmarking against best-in-class Contact Centre operational practices, workforce planning capabilities and enabling technologies.
Operational
- Direct the business implementation and operational adoption of Optimization strategy, WFM technology solutions in cooperation with CCC Product and QR IT, ensuring alignment with operational requirements and service objectives.
- Evaluate, identify, and communicate business requirements for all Contact Centre channels, language, Workforce Management, Quality monitoring and Performance Management systems.
- Design key performance indicator (KPI) metrics for all operational functions.
- Maintain and scale Contact Centre operations by ensuring optimised workforce management, monitoring performance; performing system/functionality audits, ensuring increased efficiency and consistent achievement of business and operational KPI goals.
- Perform budgeting responsibilities by estimating staffing/technical overhead requirements for all sites, analysing variances and identifying cost saving opportunities.
- Regularly develop and evaluate standard operating procedures, operating manuals, and make appropriate changes as necessary.
- Analyse overall site performance data and trends and put forward recommendations that aid senior management in making informed decisions.
- Regular process reviews with Contact Centre local site operations managers and process owners.
- Perform other department duties related to his / her position as directed by the Head of the Department
Stakeholder Management
- Manage relationships with external suppliers and vendors as required
- Act as the primary business stakeholder for workforce planning, analytics, and operational requirements, working closely with CCC Product, QR IT and other business teams to ensure solutions support operational objectives.
- Provide leadership and direction to operational staff. The direct/ cross-functional responsibilities include oversee daily activities, conduct performance reviews, coach, develop knowledge and operational skills, and discipline to ensure a high standard of service delivery.
- Establish the department or teams objectives and priorities to align with and support business objective.
- Regularly evaluate the department or teams objectives, plans, procedures and practices, and makes appropriate changes if needed.
- Oversee and supervise employees. Direct daily activities, recruit, train, develop and discipline to ensure a high standard of service delivery.
- Train and develop other employees, to ensure succession planning is in place.
- To be committed and contribute to the National talent development, by coaching the national developees, preparing them for a career with boundless potential. Leading to the program’s continued growth and success.
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. Join us as we dare to achieve what’s never been done before.
Together, everything is possible
About You
To be successful in the role, you must have the following qualification and skills:
Qualification
- High School, Vocational Qualification, Diploma, or equivalent qualification (as applicable to the role) with a minimum of 9 years of relevant job-related experience .
- Bachelor's Degree or equivalent qualification with a minimum of 8 years of relevant job-related experience .
Preferred
- Strong understanding of Contact Centre operational best practices.
- Experience in vendor evaluation and selection through RFI and RFP processes.
- Knowledge of developing technology and operational roadmaps.
- Proven experience in vendor and stakeholder management.
- Minimum of 5 years' experience in a managerial or supervisory role.
Job-Specific Skills
- Comprehensive understanding of Contact Centre operations, including Workforce Management (WFM), IVR call routing, and CRM systems.
- Strong knowledge of booking, ticketing, and payment processes.
- Excellent command of the English language, both written and spoken.
- Exceptional interpersonal, communication, and stakeholder management skills.
- Strong project management capabilities with the ability to manage multiple initiatives simultaneously.
- Experience working with call recording and quality assurance systems.
- Proven leadership skills with the ability to delegate effectively, provide clear direction, and manage operational workflows.
- Strong coaching, mentoring, and people development capabilities, with a demonstrated ability to foster collaboration, engagement, and high team performance.
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.
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