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Language : Français Intitulé du poste : : QR20792 - Workforce Planning Manager (Customer Contact Centre) | Qatar Airways| Fort Lauderdale
Coordonnées de l`entreprise : Qatar Airways
Pays : Qatar
Ville: Doha, Qatar
Responsabilités: 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    
Expérience requise: 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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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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Intitulé du poste :

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


Langue requise pour l`emploi :

English


Détails sur poste
Type d`emploi : Not Specified

Éventail de salaire : Not Specified

Pays : Not Specified

Ville: Fort Lauderdale

Responsabilités:
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

 

 

Expérience requise:
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
Coordonnées de l`entreprise
Nom de l`entreprise: Personne à contacter
Qatar Airways Not Specified
Adresse : Pays :
P.O.Box 22550 Doha, Qatar, Qatar
Téléphone Fax :
caché caché
Page Web de l`entreprise: Adresse email :
http://www.qatarairways.com caché


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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