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Sprache : Deutsch Job Titel : QR20792 - Workforce Planning Manager (Customer Contact Centre) | Qatar Airways| Fort Lauderdale
Firmendaten : Qatar Airways
Land: Qatar
Stadt: Doha, Qatar
Aufgaben: In this role you will responsible for the operational aspects of our Fort Lauderdale contact centre. This involves managing, supervising and coordinating the activities and schedules of Customer Service Agents and Team Leaders and administrates Contact Centre applications such as WFM, Monitoring, Call-recording and Real-Time-Steering systems. You will act as the interface with CCC for locally run applications. Focusing on continuous improvement and high levels of quality, performance and productivity you will implement new skills, processes and techniques aimed at operational excellence. Key responsibilities include: * forecasting volumes of calls/non-call activities and WFM requirements. * scheduling and use of scheduling tools, designing and implementing shift patterns and scheduling adjustments due to business requirements. * administering real time steering/management rules, monitoring systems and performance reports. * maintaining call/activity distribution system by configuring the telephone system (PBX) * generating reports for monitoring KPIs    
Erforderliche Fähigkeiten To join our 5-star team in this role you will need a Bachelor Degree as a minimum. You will have a minimum of 5 years experience in a contact centre environment of which 3 years will be at a management level managing the operations of an inbound call centre. You will have strong knowledge of contact centre information technology such as ACD and PBX systems and be able to navigate through the technical environment related to contact centres. You will need a proven track record of transition management and operational delivery. You are a self-starter with high energy levels and the ability to work in a high pressure environment. You will be a strong people manager with excellent communication skills in English. Notes: 1. Resume / CV 2. Copy of Passport 3. Copy of Highest Educational Certificate
QR20792 - Workforce Planning Manager (Customer Contact Centre) | Qatar Airways| Fort Lauderdale ,
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QR20792 - Workforce Planning Manager (Customer Contact Centre) | Qatar Airways|
contact centre call scheduling operational monitoring environment management levels real applications managing steering
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Job Titel

QR20792 - Workforce Planning Manager (Customer Contact Centre) | Qatar Airways| Fort Lauderdale


Sprache des Anzeigentextes

English


Job-Details
Beschäftigungsart: Nicht spezifiziert

Gehalt Nicht spezifiziert

Land: Nicht spezifiziert

Stadt: Fort Lauderdale

Aufgaben:
In this role you will responsible for the operational aspects of our Fort Lauderdale contact centre. This involves managing, supervising and coordinating the activities and schedules of Customer Service Agents and Team Leaders and administrates Contact Centre applications such as WFM, Monitoring, Call-recording and Real-Time-Steering systems. You will act as the interface with CCC for locally run applications.

Focusing on continuous improvement and high levels of quality, performance and productivity you will implement new skills, processes and techniques aimed at operational excellence.

Key responsibilities include:

* forecasting volumes of calls/non-call activities and WFM requirements.
* scheduling and use of scheduling tools, designing and implementing shift patterns and scheduling adjustments due to business requirements.
* administering real time steering/management rules, monitoring systems and performance reports.
* maintaining call/activity distribution system by configuring the telephone system (PBX)
* generating reports for monitoring KPIs

 

 

Erforderliche Fähigkeiten
To join our 5-star team in this role you will need a Bachelor Degree as a minimum. You will have a minimum of 5 years experience in a contact centre environment of which 3 years will be at a management level managing the operations of an inbound call centre. You will have strong knowledge of contact centre information technology such as ACD and PBX systems and be able to navigate through the technical environment related to contact centres.

You will need a proven track record of transition management and operational delivery. You are a self-starter with high energy levels and the ability to work in a high pressure environment. You will be a strong people manager with excellent communication skills in English.

Notes:

1. Resume / CV
2. Copy of Passport
3. Copy of Highest Educational Certificate


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Qatar Airways
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Firmenname Ansprechspartner
Qatar Airways Nicht spezifiziert
Anschrift Land:
P.O.Box 22550 Doha, Qatar, Qatar
Telefon Fax:
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Webseite: E-Mail-Adresse:
http://www.qatarairways.com -unsichtbar-


Firmenprofil
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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