Manager Customer Contact Centre, Ahmedabad at Qatar Airways

Ahmedabad, gujarat, India -

Full Time

Start Date

Immediate

Expiry Date

26 Aug, 26

Salary

0.0

Posted On

28 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Contact Centre Management, Stakeholder Management, Managerial Skills, Mentoring, Coaching, Resource Utilization, KPI Management, Business Continuity Planning, Staff Productivity, English Communication

Industry

Airlines and Aviation

Description

Qatar Airways is recruiting for the role of Manager Customer Contact Centre based at our office in Ahmedabad to oversee the Qatar Airways Contact Centre. The position will be responsible for daily running & management of Contact Centre through effective planning, resource utilization, achieving all Contact Centre KPIs in areas as outlined in KPI scorecard, providing leadership & guidance to staff. Responsibilities: Oversee & Supervise employees, direct daily activities, recruit, train, develop & discipline to ensure high standard service delivery, Identify cost efficiencies through staff productivity, economies of scale & improved performance. Develop & implement business continuity measures to ensure on-going service delivery to all markets & products. Ensure adequate staffing with qualified resources to deliver Customer Contact services. Providing direction to local direct reports to ensure roles & responsibilities are transparent & KPI’s are achieved. Work closely with central CCC dept. in Doha to analyse operational & qualitative performance & make recommendations for improving service delivery. Address sub-standard performance immediately & establish agreed corrective measures. Provide CCC HO management with regular reports & updates on monthly basis or ad-hoc. Apply appropriate disciplinary action in case of non-compliance & repetitive sub-standard behavior. Identify opportunities to maximise workforce utilization & reduce shrinkage to improve productivity. Monitor Contact Centre performance on daily basis & & implement corrective measures if required 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. Join us as we dare to achieve what’s never been done before. Together, everything is possible Bachelor's degree or equivalent with minimum 7 years job related experience Contact Centre management experience Managed team of minimum 200+ people. Job Specific Skills Excellent written & spoken English Multiple stakeholder management Managerial skills-Ability to delegate work, set clear direction & manage workflow, strong mentoring & coaching skills. 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.

Responsibilities

Oversee the daily operations and management of the Qatar Airways Contact Centre in Ahmedabad to ensure high service delivery standards. Responsible for resource planning, achieving KPI scorecards, and providing leadership and guidance to a large staff.