Manager, Contact Center Ops & Strategy

Qatar Airways

Doha

On-site

QAR 240,000 - 460,000

Full time

11 days ago

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Job summary

Qatar Airways in Doha is seeking a Manager Operations and Strategy for the Customer Contact Centre to lead strategic planning, workforce optimization, governance and performance management. You will drive continuous improvement across all contact channels and align staffing and technology with business objectives to deliver exceptional customer experience.

The role requires strong leadership, vendor management, and proven experience in managing contact centre operations, with accountability for

Qualifications

Comprehensive understanding of Contact Centre operations, including Workforce Management (WFM), IVR call routing, and CRM systems.
Strong leadership and people development capabilities with a proven ability to foster collaboration, engagement and high team performance.
Experience in vendor and stakeholder management and in developing technology and operational roadmaps.

Responsibilities

Lead strategic planning, operational excellence, workforce optimization and performance management for the Customer Contact Centre.
Define operational capability, enablement requirements, and staffing on demand for each site.
Design KPI metrics for all operational functions and ensure attainment of business and KPI goals.
Oversee budgeting for staffing and technical overheads and identify cost-saving opportunities.
Drive continuous improvement across all customer channels through process optimization and capacity management.