Current Opportunities

QR16894 - Vice President Contact Centre | Qatar Airways | Doha

Organisation: Qatar Airways
Job Function: Commercial
Division: Commercial (Division)
Employment Type: Full Time - Permanent
City: Middle East | Qatar | Doha
Last date of application: 15-Apr-2018

Qatar Airways

Welcome to a world where ambitions fly high

From experienced pilots to dynamic professionals embarking on new careers, Qatar Airways is searching for talented individuals to join our award-winning team.

We take pride in our people—a dynamic and culturally diverse workforce is essential to why we are one of the finest and fastest growing airlines in the world.

We offer competitive compensation and benefit packages.

About your Job:  

The Vice President Contact Centre is responsible for developing, defining and implementing the QR Contact Centre Network Service Strategy and goals. In addition, it is responsible for standardizing the operational Performance Management across QR Contact Centre network.

In this role, you will oversee the performance of the Contact Centre network while delivering the highest level of customer services. You will ensure the delivery of outstanding customer service, continuous process improvement and attainment of company objectives. You will develop guidelines, processes and procedures and ensure that the quality standards are met. You will establish and grow the Contact Centre as active distribution channels.

Your key accountabilities includes:

Strategic

  • Develops customer service recovery policies and processes aiming to improve overall customer experience and customer retention.

  • Develops processes and procedure to ensure consistent and timely information flow of initiatives and new projects across entire Customer Contact Centre network.

  • Identifies opportunities for efficiency and productivity improvements through constant review of current network performance.

  • Develops plans to provide guidance for customer complaints with the aim to reduce/prevent issues.

  • Develops strategies for the execution of cost-effective, revenue-protecting customer complaint solutions and service recovery actions.

  • Establishes a highly effective operations support structure which is designed to provide efficient and timely operational support to all sites in the areas of technology, reporting, workforce management and real-time steering.

  • Identifies new opportunities and markets, drive key initiatives and priorities, continuous enhancements to drive growth and strategic direction of the Contact Centre network.

Operational

  • Oversees the specification, implementation and operation of comprehensive Contact Centre Technology solutions and oversees implementation of recommended market and service expansion projects.

  • Aligns the customer experience strategies and activities to the Customer Experience and Loyalty Department with regular site performance reviews.

  • Ensures that all operational performance metrics are met or exceeded.

  • Directs and manages annual and ongoing budget process to ensure a well thought out plan is able deliver expected results.

  • Oversees implementation of continuous improvement measures to increase sales, enhance customer experience, drive staff engagement, improves cost efficiencies as well as Centre and network productivity.

About you:

You have a Bachelor's degree or equivalent with 10 years of job-related experience in managing multi-site Contact Centre network. You have experience in creating and implementing call Centre performance improvement programs and has managed a large scale operations of more than 100 employees.

To be successful in this role, you must have detailed understanding on the utilization and implementation of Contact Centre technology, including Workforce Management and Reporting. You have strong analytical and critical thinking abilities to make timely decisions while functioning in a fast-paced changing work environment. You have strong business acumen and has strong background in developing metrics and benchmarks in Contact Centre. You have the ability to use strategic thinking and problem solving skills to create new strategies, build business cases and engage stakeholders. You understand the importance of the customer’s voice and experience.

You are able to challenge others to manage change creatively, implement new approaches and encourage continuous improvement within your area of assignment. You are able to work under pressure in a dynamic working environment, perform to tight deadlines and challenging issues.

You will be working in a multi-cultural environment and need to be able to delegate work, set clear direction for your team and manage workflow of both internal and external processes. You have an excellent command of written and spoken English with established ability to build and maintain relationships at all levels of the organization.

Note: you will be required to attach the following:
1. Resume / CV

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