Senior Operations Officer (WFM) - Contact Centre Doha

About the role

We are currently seeking a Senior Operations Officer - Workforce Management (WFM) to join our Contact Centre team in Doha, Qatar.

As Senior Operations Officer WFM, you will be responsible for supporting the Manager Contact Centre Operations in the design, development, implementation, and management of an integrated global Contact Centre manpower planning strategy. You will be responsible for supporting management with the creation of manpower optimisation plans according to business requirements and the strategic policy. You will actively generates actionable call and non-call item volume forecasts for all services of the Qatar Airways Customer Contact network based on historical data and business-related assumptions. Additionally you will be responsible for supporting the introduction and administration of existing and future WFM (Workforce Management) applications across all Contact Centre sites.

Operational

• In cooperation with Manager CC Operations (MCCO), accountable for the administration, optimisation, and implementation of a standardised WFM Contact Centre software solution for all hosted solutions in QR Doha Headquarters and locally hosted QR Contact Centre sites.

• Coordinate and manage the roll-out of dedicated Contact Centre WFM applications across all sites and support implementation and administration processes.

• Ensure WFM system functionality through Service Level Agreements with application providers.

• Support MCCO in designing the setup of WFM system structures, including related applications individually for each Contact Centre site, and customise the setup where required to meet local labour law requirements.

• Support MCCO in developing and implementing unified reporting, including:

  • Operational performance data

  • Headcount reports

  • Staff adherence reports

  • Attrition reports

  • Management information dashboards

• Act as the subject matter expert for operational applications related to WFM/RTA (Real Time Adherence), performance monitoring applications, and interfaces between application providers and local operations.

• Develop and implement advanced scheduling dynamics, equity, and work rules to maximise utilisation of existing resources and increase department efficiency.

• Proactively administer the scheduling of discretionary activities such as training, meetings, coaching, and overtime to ensure efficient rostering of cross-functional job duties.

• Manage Workforce Management (WFM) and Real Time Adherence (RTA) software and ensure systems operate at full potential while liaising with system vendors on related issues.

• Provide coaching and support to Operations staff at CC sites to enable effective execution of duties.

• Support CC Management in developing and implementing Business Continuity and Staffing-on-Demand plans for each site in cooperation with site management, Corporate IT, and Crisis Management teams.

• Conduct training for Contact Centre Operations departments on designated WFM applications.

• Conduct regular site visits to identify opportunities for operational efficiency improvements.

• Perform other departmental duties related to the position as directed by the Head of Department.

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.