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Language : English Job title : QR15899 - Senior Manager Customer Contact Centres | Qatar Airways | Doha
Company details : Qatar Airways
Country: Qatar
City: Doha, Qatar
Responsibilities: 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.
Required skills: QUALIFICATIONS: Essential * Bachelors Degree or equivalent Notes: 1. Resume / CV
QR15899 - Senior Manager Customer Contact Centres | Qatar Airways | Doha ,implementation
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QR15899 - Senior Manager Customer Contact Centres | Qatar Airways | Doha ,implem
implementation centre contact management objectives omni channel operational centres practices makes evaluate regularly appropriate changes sites
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Job title

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


Job language

English


Job details
Employment type: Not Specified

Salary range: Not Specified

Country: Qatar

City: Doha

Responsibilities:
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.

Required skills:
QUALIFICATIONS:

Essential

* Bachelors Degree or equivalent

Notes:

1. Resume / CV


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Qatar Airways
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Qatar Airways Not Specified
Address: Country:
P.O.Box 22550 Doha, Qatar, Qatar
Telephone Fax:
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Web page: Email address:
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Introduction
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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