We are looking for a Lead Real Time Agent with a natural flair of delivering unforgettable service at our Qatar Airways Customer Contact Centres located in Fort Lauderdale, Miami.
As a Lead Real Time Agent you will need to ensure proper and effective utilization of manpower resources to maximize efficiency and achieve KPI’s. Your main duties will be to coordinate with all departments, to maintain the service level and ensure targets are achieved.
You will have strong responsibility to optimise cross-skilling for voice as well as non-voice tasks, activation of staffing on demand measures by anticipating market and service affecting influences. You will have to deliver an outstanding service to all interfacing departments, representing business needs and helping stakeholders achieve strategic goals aligned to Customer Contact Centre needs.