Job Description

We are recruiting for Operations Coordinator for Contact Centre to be based in Doha, Qatar.

The successful applicant will be responsible for ensuring effective workforce management and managing specific Contact Centre applications. The role streamlines operations related process flows whilst gathering and analyzing data to support process enhancements. It is responsible in assessing and forecasting staffing requirements in relations to business requirements.

Your specific responsibilities include:

• Creates agent schedules and forecast both short and long-term staffing needs against volumes of calls/non-call activities.
• Monitors performance, agent productivity and schedule adherence. Makes necessary adjustment for adequate coverage and cost containment.
• Administer Contact Centre applications including functionalities of WFM and Real Time monitoring tools.
• Generates performance/ productivity reports. Analyses operational statistics to identify patterns and trends to improve existing operational processes and procedures.
• Responds to internal inquiries regarding operations and investigates problems and discrepancies.

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

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

• For High School/ Vocational/ Diploma qualification, minimum of 3 years of job-related experience is required
• For Bachelor’s degree qualification, minimum of 2 years of job-related experience is required
• Strong knowledge of forecasting and scheduling using a WFM system
• Contact Centre experience
• Excellent written and spoken English
• Analytical – able to analyse data and draw insights
• Excellent computer skills, proficient in MS Word, Excel and ability to learn other applications as required.
• Strong understanding of performance service delivery for Contact Centre
• Highly organized and detail oriented
• Team player and work well with others.

Skills Required

• Team Player
• Microsoft Office
• Microsoft Excel