Job Description
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.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Develop, communicate, maintain and update schedules to optimize
Monitor shrinkage, schedule adherence, variance reports of daily traffic volume, headcount analysis and real time performance.
Monitors, reviews, and provides recommendations for optimal intervals for non-phone activities(training, meetings, coaching, etc)
Prepares root cause analysis of Service Level performance, staffing and update reasons for aberrations for pervious days/ pervious week
Identifies course of action or makes recommendations relating to staffing deviations based on observations (Shift Extensions, Overtime offers, Schedule adjustments, skill changes)
Analyses forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levels
Ensure that optimum service levels and other KPIs are achieved on a monthly, daily and intraday basis to drive up service level consistency performance
Assumes and performs other duties and responsibilities as required
Job Details
Company: Qatar Airways
Employment Type: Full-time
Job Location: Doha, Qatar
Application Deadline: N/A
