Senior Manager Customer Contact Centre - Doha, Qatar

Qatar Airways; Doha; On-site; QAR 400,000 - 600,000; Full time

Job summary

A leading airline company is seeking a Senior Manager for their Customer Contact Centre based in Doha, Qatar. The role involves managing global Contact Centre operations, improving service efficiency, and developing strategies for cost reduction. Ideal candidates will have over 12 years of experience, with at least 10 years in senior management roles within the Contact Centre sector. Strong analytical and managerial skills are essential, alongside fluency in English. This challenging position offers the opportunity to contribute to a dynamic international environment.

Qualifications

• Minimum of 12 years of job-related experience.
• At least 10 years in senior management positions in the Contact Centre industry.
• Fluency in English, written and spoken.

Responsibilities

• Oversee Global Contact Centre network’s performance.
• Develop and implement business continuity strategies.
• Continuously improve and optimize CC processes.

Skills

Strong analytical skills

Managerial skills

Command of English language

Knowledge of AI

Excellent computer skills, including MS Office

Education

Bachelor’s degree or equivalent

Tools

Contact Centre technology tools

Workforce Management tools

Reporting tools

Job description

Senior Manager Customer Contact Centre – Doha, Qatar

We are currently recruiting for Senior Manager Customer Contact Centre, within Customer Contact Centers in Doha. As a Senior Manager Customer Contact Centre, you will oversee the Global Contact Centre network’s performance to ensure exceptional customer service. It includes developing and implementing strategies, identifying new opportunities, and driving key initiatives to enable change. You will focus on improving cost efficiency, enhancing productivity, maintaining quality, and positioning all Contact Centers as active distribution channels that support regional and country revenue goals.

Key Accountabilities

• Develop and implement business continuity strategies to respond to crisis situations and operational disruptions.
• Provide highly effective operations support to all sites in technology, reporting, workforce management and real‑time steering.
• Continuously improve and optimize Contact Centre processes and projects to optimize revenue, ensuring agreed service levels are delivered cost efficiently and facilitating consistent and timely information flow across the network.
• Identify opportunities for efficiency improvements through constant review of current network performance.
• Exploit opportunities for service enhancements and identify new markets to drive growth and strategic direction.
• Incorporate AI‑driven strategies to enhance customer interaction and service efficiency, including predictive analytics.
• Guide the CC Management team in delivering technical, operational and quality management solutions.
• Monitor CC productivity and performance, supervising corrective actions for sub‑standard performance.
• Oversee implementation of continuous improvement measures to increase sales, enhance customer experience, drive staff engagement and improve cost efficiencies.
• Prepare the budget and ensure adherence to approved budget framework at all CC sites and the central cost centre, reviewing performance with IT and Finance.
• Guide Contact Centre Managers in delivering operational excellence and achieving KPls such as Service Level, Lost Call Ratio, ASA, Sales conversation and Quality Scorecards.
• Collaborate on implementation of next‑generation Contact Centre Technology solutions and oversee recommended market and service expansion projects.
• Align customer experience strategies with the Customer Experience Department through regular site performance reviews.
• Perform other department duties as directed by the Head of the Department.

About the Opportunity

Be part of an extraordinary story. Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge.

Qualifications

• Bachelor’s degree or equivalent with a minimum of 12 years of job‑related experience.
• Minimum 10 years in senior management positions in the Contact Centre industry, managing large‑scale operations within multi‑sites handling more than 100 employees.
• Understanding of CRS (Amadeus) functionality is preferred.
• Detailed understanding of the utilization and implementation of Contact Centre technology, including Workforce Management and Reporting.
• Strong analytical skills.
• Command of English language.
• Knowledge of AI is essential.
• Excellent computer skills including MS Office suite.
• Fluency in English, written and spoken.
• Ability to negotiate and present at Executive Management level.
• Managerial skills – ability to delegate work, set clear direction, manage workflow, mentor and coach, train and develop subordinates, foster teamwork.

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before. So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.