QR21970 - Manager Customer Contact Centre | Qatar Airways | Wroclaw

Qatar Airways - More jobs by this advertiser

Qatar Airways

Welcome to a world where ambitions fly high.

From experienced pilots to dynamic professionals embarking on new careers, Qatar Airways is searching for talented individuals to join our award-winning team.

We take pride in our people—a dynamic and culturally diverse workforce is essential to why we are one of the finest and fastest growing airlines in the world.

We offer competitive compensation and benefit packages.

About Your Job:

As a Manager Contact Centre you will be responsible for the daily running and management of the Contact Centre through the effective planning and utilization of resources.  You will be responsible for achieving defined KPIs in areas of productivity, cost efficiency, quality and sales conversion.  You will Provide leadership and guidance to all staff, create and maintain a working environment of commitment and passion for excellent customer service, consistent with the 5-star brand of Qatar Airways. 

Accountability :


  • Ensure adequate staffing with qualified resources to deliver customer contact services in accordance with defined KPI’s
  • Ensure full functionality of all operational systems and work closely with Corporate and local IT to safeguard against outages and disruptions
  • Develop and – if required – implement business continuity measures to ensure on-going service delivery
  • Identify opportunity to maximize workforce utilization and reduce shrinkage to improve productivity
  • Monitor Contact Centre performance on a daily basis and implement corrective measures if required 


  • Maintain close relationships with stakeholders and especially with Country Managers to ensure that sale ability of QR product is maximized
  • Work closely with central CCC department in DOH to analyze operational and qualitative performance and make recommendations on how to consistently improve service delivery
  • Address sub-standard performance immediately and establish agreed corrective measures, which are to be recorded and signed off in all cases
  • Provide VP Customer Contact Centre (CCC) and Manager Operations CCC with regular reports and updates on a monthly basis or ad-hoc if required.



  • Develop annual expenditure budget and ensure adherence to approved budget.
  • Continuously seek to identify cost efficiencies through greater staff productivity, economies of scale and improved performance
  • Proactively propose system/procedure enhancements to improve performance and efficiency


About You:

The ideal candidate for this role must have demonstrated experience working in the same capacity. You must have at least 7 years experience in Contact Centre management position. Airline or tourism industry experience is an advantage. You must have previous experience of managing team in excess of 50 people.

You must have excellent knowledge of multi-site Contact Centre Application and Systems with strong process mapping skills. You must have strong leadership ability combined with multiple stakeholder management skill.

Note: you will be required to attach the following:
1. Resume / CV

6 September 2019
Location: Poland Wrocław
Work type:
Full time
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

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