Manager - Customer Contact Center | Qatar Airways | Ahmedabad

Organisation: Qatar Airways

Job Function: Customer Contact Centre

Division: Customer Contact Centre

Employment Type: Full Time - Permanent

City: South Asia | India | Ahmedabad

Last date of application: 13-Sep-2017

 

Qatar Airways
Welcome to a world where ambitions fly high
From experienced pilots to dynamic professionals embarking on new careers, Qatar Airways is searching for talented individuals to join our award-winning team.
We take pride in our people—a dynamic and culturally diverse workforce is essential to why we are one of the finest and fastest growing airlines in the world.
We offer competitive compensation and benefit packages.

About Your Job: As a Manager Contact Centre you will be responsible for the daily running and management of a team size of 180+ which includes Customer Services/Quality/Operations/Admin within the Contact Centre, through effective planning and utilization of resources.  You will be responsible for achieving defined KPIs in areas of productivity, cost efficiency, quality and sales conversion.  You will Provide leadership and guidance to all staff, create and maintain a working environment of commitment and passion for excellent customer service, consistent with the 5-star brand of QR. 
Accountability :
             Operational 

• Ensure adequate staffing with qualified resources to deliver customer contact services in accordance with defined KPI’s
• Ensure full functionality of all operational systems and work closely with Corporate and local IT to safeguard against outages and disruptions
• Develop and – if required – implement business continuity measures to ensure on-going service delivery
• Identify opportunity to maximize workforce utilization and reduce shrinkage to improve productivity
• Monitor Contact Centre performance on a daily basis and implement corrective measures if required 

             Management 

• Maintain close relationships with stakeholders and especially with Country Managers to ensure that sale ability of QR product is maximized
• Work closely with central Customer Contact Center (CCC) department in Doha to analyze operational and qualitative performance and make recommendations on how to consistently improve service delivery
• Address sub-standard performance immediately and establish agreed corrective measures, which are to be recorded and signed off in all cases
• Provide VP Customer Contact Centre (CCC) and Manager Operations CCC with regular reports and updates on a monthly basis or ad-hoc if required.
  Leadership 
  
• Develop annual expenditure budget and ensure adherence to approved budget.
• Continuously seek to identify cost efficiencies through greater staff productivity, economies of scale and improved performance
• Proactively propose system/procedure enhancements to improve performance and efficiency

About You: The ideal candidate for this role must have demonstrated experience working in the same capacity. You must have at least 5 years experience in Contact Centre management position and be skilled to keep the agents motivated and encouraged while holding the team accountable to goals and deadlines.  You must have previous experience of managing team in excess of 150 people.
You must have excellent knowledge of multi-site Contact Centre Application and Systems with strong process mapping skills. You must have strong leadership ability combined with multiple stakeholder management skill.
You must have excellent IT skills, must be a good communicator, have basic accounting knowledge, problem solver, business planning skills, should be  good at people management, be a team player and good at decision making.

Note: you will be required to attach the following:
1. Resume / CV