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Език : Български Наименование на длъжността : QR15899 - Senior Manager Customer Contact Centres | Qatar Airways | Doha
Данни за фирмата : Qatar Airways
Държава: Qatar
Град: Doha, Qatar
Отговорности: Qatar Airways is looking for a Senior Manager Customer Contact Centres to lead out global network of Customer Contact Centres.  You will define the strategy for and manage the performance of the Global Contact Centre network. You will define and implement next-generation omni-channel contact centre strategy and supervise the implementation of continuous improvement measures, whilst ensuring BAU quality standards are met/exceeded. Your key accountabilities will include but not be limited to leading the Customer Contact Centre Managers and their team to drive and deliver exceptional customer & operational excellence. You will provide guidance and direction to the CC Management Team in delivering technical, operational and quality management solutions to the Contact centre network. You will be responsible for establishing the department or teams objectives and priorities to align with and support business objectives. You will work on a  3-5 year strategic road-map including: omni-channel support and evolution, technology assessment and adoption, service supplier selection, location selection, staffing, service type provision, change management, etc. KEY RESPONSIBILITIES: * Establish the department or teams objectives and priorities to align with and support business objectives. * Regularly evaluate the department or teams objectives, plans, procedures and practices, and makes appropriate changes if needed. * Works collaboratively with the senior leadership team and effectively represent global contact centres to the wider business * Transform the traditional Contact Centre function into an Omni-channel Customer Engagement Centre * Achieve qualitative and quantitative KPIs such as Accessibility, Service Level, Lost Call Ratio, FCR, ASA, Sales conversion, Quality Scorecards, etc. * Supervise implementation of continuous improvement measures to: increase sales, enhance customer experience, drive staff engagement, improve cost efficiencies as well as centre and network productivity. * Set objectives for the management team, deliver/receive feedback on performance and ensure their on-going development * Establishment of a highly effective Operations support structure, designed to provide efficient and timely operational support to all sites in the areas of technology, reporting, workforce management, quality management and real-time steering * Ensuring budget adherence within approved budget framework at all CC sites as well as central cost centre * Regularly evaluate the department or teams objectives, plans, procedures and practices, and makes appropriate changes if needed * Train and develop direct reports, for proper succession planning and risk management.
Нужни качества: QUALIFICATIONS: Essential * Bachelors Degree or equivalent Notes: 1. Resume / CV
QR15899 - Senior Manager Customer Contact Centres | Qatar Airways | Doha ,
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 Български
QR15899 - Senior Manager Customer Contact Centres | Qatar Airways | Doha ,
centre contact management objectives omni channel operational centres practices makes evaluate regularly appropriate changes sites
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Наименование на длъжността

QR15899 - Senior Manager Customer Contact Centres | Qatar Airways | Doha


Език на обявата

English


Данни за работата
Тип длъжност: Не е избрано

Предлагано заплащане: Не е избрано

Държава: Qatar

Град: Doha

Отговорности:
Qatar Airways is looking for a Senior Manager Customer Contact Centres to lead out global network of Customer Contact Centres.  You will define the strategy for and manage the performance of the Global Contact Centre network. You will define and implement next-generation omni-channel contact centre strategy and supervise the implementation of continuous improvement measures, whilst ensuring BAU quality standards are met/exceeded.

Your key accountabilities will include but not be limited to leading the Customer Contact Centre Managers and their team to drive and deliver exceptional customer & operational excellence. You will provide guidance and direction to the CC Management Team in delivering technical, operational and quality management solutions to the Contact centre network. You will be responsible for establishing the department or teams objectives and priorities to align with and support business objectives. You will work on a  3-5 year strategic road-map including: omni-channel support and evolution, technology assessment and adoption, service supplier selection, location selection, staffing, service type provision, change management, etc.

KEY RESPONSIBILITIES:

* Establish the department or teams objectives and priorities to align with and support business objectives.
* Regularly evaluate the department or teams objectives, plans, procedures and practices, and makes appropriate changes if needed.
* Works collaboratively with the senior leadership team and effectively represent global contact centres to the wider business
* Transform the traditional Contact Centre function into an Omni-channel Customer Engagement Centre
* Achieve qualitative and quantitative KPIs such as Accessibility, Service Level, Lost Call Ratio, FCR, ASA, Sales conversion, Quality Scorecards, etc.
* Supervise implementation of continuous improvement measures to: increase sales, enhance customer experience, drive staff engagement, improve cost efficiencies as well as centre and network productivity.
* Set objectives for the management team, deliver/receive feedback on performance and ensure their on-going development
* Establishment of a highly effective Operations support structure, designed to provide efficient and timely operational support to all sites in the areas of technology, reporting, workforce management, quality management and real-time steering
* Ensuring budget adherence within approved budget framework at all CC sites as well as central cost centre
* Regularly evaluate the department or teams objectives, plans, procedures and practices, and makes appropriate changes if needed
* Train and develop direct reports, for proper succession planning and risk management.

Нужни качества:
QUALIFICATIONS:

Essential

* Bachelors Degree or equivalent

Notes:

1. Resume / CV


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Работодател Лого на фирмата

Qatar Airways
Данни за фирмата
Име на фирмата: Лице за контакт:
Qatar Airways Не е избрано
Адрес: Държава:
P.O.Box 22550 Doha, Qatar, Qatar
Телефон Факс:
-скрит - -скрит -
Web страница: Email адрес:
http://www.qatarairways.com -скрит -


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About Qatar Airways
As the Middle East’s only 5-star airline and one of the world’s fastest growing carriers, Qatar Airways is dedicated to excellence in safety and customer service in the air and on the ground. We apply this same philosophy to our people, providing diverse career opportunities and continual development.
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