Contact Center - Senior Operations Officer

Your specific responsibilities include: • Analyze as-is processed and perform gap analysis, subsequently derive the to-be processed and prepare business requirements for features and functionalities required in the IT software for improving user experience and processes. • Create functional and technical specification documents and ensure relevant and proper functions of the proposed solutions as per business requirements. • Manage in coordinate with QR IT the roll-out of Contact Center applications, including voice, non-voice and Customer Experience applications at all sites and actively support the administration process. Ensure system functionality through monitoring service level agreements with application providers. • Manage the design and undertakings of Functional Testing (FT), User Acceptance Testing (UAT) to verify software and telecom applications functionality, also build and analyze various test scenarios. • Collaborate with QR IT and Vendor to resolve technical problems by collecting and analyzing essential information, coordinating resolution actions and recommending solutions. • Prepare reports and operational guidelines, describe technical and testing methods and procedures. • Ensure operation of Customer Contact center applications by calibrating software equipment, conducting preventive drills requirements, raising service request for technical repairs as necessary. • In cooperation with QR IT, manager the service delivery to enhance the performance of Customer Contact Center Application by working closely with IT to ensure that projects are being delivered asper specifications and SLA. • Lead the development and implementation of Business Continuity plans for each site in cooperation with local site management, QR IT and Crisis Management Teams. • Acts as liaison between business stakeholders, such as management, end users or customers and the software development vendors and QR IT team to guide them on requirement. • Engage in system design, solution configurations, unit testing of systems and coordinate with team members and vendors as needed so as to maintain accurate records of all business system configurations in Contact Center for Voice and Digital channels. • Ensure smooth deployment of the application systems into all areas of business and provide technical support poste deployment of any issues of change requests. • Perform other department duties related to his/her position as direct by the Head of the Department. • Maintain close working relationships with contracted Contact Centre application providers and manage provider relationships. • Identify opportunities for improving CCC operations and using technology to eliminate problems that affect productivity, customer experience, output and ultimately, the bottom line. 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 the role, you must have the following qualification and skills: • High School Qualification/ Vocational Qualification with minimum 5 years of job- related experience OR • Bachelor’s Degree or Equivalent with minimum 4 years of job-related experience • Experience working with Contact Centre applications providers, is preferred • Bachelor’s degree in MIS • Excellent command of all Microsoft Office applications. • Excellent knowledge of administration and optimization of CC applications for, o Call and Digital Interaction routing o Work Force Management o Call Recording and Screen Capture systems o Management Information Systems • Excellent knowledge of, o Analysis of Contact Centre KPI’s o Call and non-call item volume forecasting o Contact Centre real time management and steering o Call, work-item and event distribution systems o Strong analytical skills o System provider management • Excellent written and spoken English • Management and Leadership skills 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.