Job Description

We are currently recruiting for Customer Services Delivery Manager (Premium Services) for Customer Contact Centre in Doha. 

The role is responsible for the efficient and cost-effective management of all daily operational activities related to Doha Customer Services team.  It ensures the highest service level for all the customer interaction whilst adhering to the defined set standards. In addition, the role is responsible for establishing Department’s Key Performance Indicators (KPIs) aligned with the recommended Service Level Agreements (SLAs). It also provides innovative methods to channel service failure learning and corrective action plan for continuous improvement. 

Specific responsibilities for the role include:

• Manages Customer Service Delivery on all interactions coming into Doha Contact Centre.
  • Plans and optimizes work force at all times with qualified resources to deliver 5 star services in accordance with defined KPIs.
  • Monitors Contact Centre performance on a daily basis and implement corrective actions as required.
  • Maintains constant engagement with key stakeholders within Doha and Outstation and provides input about specific market intelligence based on customer feedback.
  • Analyses operational and qualitative performance and provides recommendations on service delivery improvement.
  • Contributes to the design and implementation of Change Programs and Projects which affects the Contact Centre.
  • Leads new technology and process rollout, policies updates and new commercial offers and products rollout.
  • Develops and implements business continuity measures.
  • Identifies cost efficiencies within the different activities in Contact Centre.
  • Establishes the department or teams objectives and priorities to align with and support business objectives.

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

About you

The successful candidate will have the following qualifications:

• Relevant High School / Vocation Qualification/ Diploma or Equivalent with Minimum 7 years of job-related experience ORCollege or Min Bachelor’s level or equivalent with Minimum 6 years of job- related experience
• Essential to have Contact Centre management experience
• Have managed a large and diverse team in excess of 100 people
• Preferably have managed Airline Contact Centre
• Strong multiple stakeholder management
• Excellent written and spoken English
• Strong experience in developing team strategy
• Strong leadership qualities including delegation of authority & taking initiatives

Skills Required

• Management