Customer Experience – Operations Administrator (Contact Centre DOH)

Full Time @ Qatar Airways Sector: Customer Services
  • Doha, Qatar View on Map
  • Date Posted : January 12, 2022
  • Salary: Negotiable
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About the job

About The Role

We are recruiting for Operations Administrator to be based in Doha, Qatar.

The successful applicant will be responsible for ensuring efficient administrative operations of real-time management, scheduling and planning. You will ensure WFM tool is up to date to capture real-time data and stats. You will take ownership of the floor-to-manger site performance of deliverable KPI’s.

Your Specific Responsibilities Include

  • Create and maintain segments on each agent profile relating to attendance, shifts preferences, any planned training or meetings or breaks and update this segment entry in the WFM so that the official schedule is populated with the most current and accurate schedule exceptions.
  • Coordinate the distribution of the various weekly and monthly agents’ roasters and administer the shift trades workflows.
  • Keep track of agents’ attendance, agents’ annual leaves, breaks, sick leaves, etc and generate and/or verify agents’ productivity reports.
  • Real-time steering and skilling of Customer Service Agents (CSA) driven by the real-time trends to meet defined performance targets daily (Service levels, abandoned percentage, average handling time, Occupancy, Average speed of answer and queue accessibility) and achieve performance consistency based on business requirements.
  • Real-time resource for voice and non-voice tasks for efficient resource optimization and blending.
  • Manage non-voice queue maintaining productivity and service level goals.
  • Identify intraday trends as they develop and recommend the impact on resources and KPIs to the business units.
  • Balance service delivery along with site occupancy.
  • Acts as an interface between site internal departments as well as to other QR CCC locations and HO.
  • Break optimization and re-scheduling of daily exceptions to meet scheduling requirements.
  • Convert information provided by the management team about internal and external service impacting activities to utilize real-time resource adjustments.
  • Report and highlight aberration against any KPIs in real-time, through reporting and escalation matrix.
  • Tracking daily attendance for the center along with reporting late logins.
  • Maintain real-time management information dashboards.
  • Real-time and Adhoc report showcasing real-time performance, shrinkage and trends.
  • Regularly analyze data and provide insight to the scheduling and planning team to optimize performance and productivity.
  • Coordinate with IT related to any Contact centre application or call related incident.
  • Monitor overall office adherence to work schedule to improve availability to customers and alert supervisors of schedule non-adherence in real-time.
  • Handle agents daily break schedule, schedule swaps and during low-call volume work with supervisors to request agents to leave early or allocate resources to alternative tasks
  • ID creation, skill reconciliation, maintenance of skill matrix.
  • Act as a local operational representative for TEC (Telephonic Emergency Centre).
  • Perform other department duties related to his/her position as directed by the Head of the Department.

About You

To be successful in this role, you must have the following qualifications and skills.

Without a Degree

  • High School Qualification with Minimum 2 years of job-related experience

OR

With a Degree

  • Bachelor’s Degree or Equivalent with Minimum 1 years of job-related experience

Preferred

  • Knowledge in Customer Contact Centre Operations Management
  • Strong Ms-Office and reporting experience
  • Ability to analyze the performance data and statistics
  • Willing to work shifts
  • Multi-tasking is an often pressurized environment
  • Understanding of contact centre KPIs
  • Ability to influence leadership, work with people and drive towards common solutions and issue resolutions
  • Excellent written and spoken English
  • Highly organized and detail-oriented
  • Team player and work well with others.

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