Qatar Airways is recruiting for the role of Operations Co-Ordinator within Customer Contact Centre based in Ahmedabad, India.
As Operations Co-ordinator you will be responsible to streamline operations related process flow, gathering & analyzing operational data & staffing requirements.
Responsibilities:
Monitoring agents’ performance and productivity & schedule adherence and make real time staffing adjustment for cost containment,
Forecasting long-term & short-term staffing requirements against volume of calls/ non-call activities,
Generating performance/ productivity for monitoring key contact centre figures as per business requirements,
Administering contact centre applications.
Analysing operations Sats. evaluating schedules & identifying opportunities for existing operational process improvement,
Updating WFM with entries related to agents’ attendance, shift preferences and planned trainings/ meetings/ breaks to populate official schedule,
Collaborating with customer service management team to ensure understanding & agreement of published schedules,
Highlighting resource risk to management & & put forward contingency plan for resource planning.
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
Qualifications
HSC/ Diploma or Equivalent with minimum 3 years of job-related experience or Bachelor’s Degree or Equivalent with Minimum 2 years of job-related experience,
Forecasting & scheduling using WFM system,
Airline Contact Centre experience preferred.
Job specific Skills
Excellent written and spoken English,
Analytical-Able to analyze data & draw insight,
Excellent computer skills with proficiency in MS word & excel.
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.