Contact Centre Manager (Relocate to Qatar – Tax free salary)
Relocation jobs in Qatar
Vodafone Qatar Q.S.C
Digitally focused and providing a truly world class customer experience is a critical part of what Vodafone stands for.
From researching a product or service on our website to buying in a way that fits your daily life, to receiving instant help and solutions with customer queries, we want customers to have the most engaging and inspiring experience possible so that they want to join Vodafone and then stay with us because of the standard of service we provide.
With us you will manage a fast paced multi-channel off-shore contact centre. This key position will be responsible for working closely with the partner to constantly drive to keep cost to serve/operate as per or below budget, design and implementation of working processes and review/assess to ensure the Contact Centre is running at its best at all times.
In addition, you will investigate and implement improvements on productivity, profitability and customer experience. In this role, you will also need to work cross-functionally and with the partner to eradicate, automate & digitize call drivers.
Sound like the corporate function youâ€™d like to be part of?
Get on board today!
Apply if you haveâ€¦
- Minimum 5+ years of relevant experience of working in a Care/ Contact Centre Operations or Service Delivery role
- Comfortable in engaging senior leadership teams
- Strong knowledge of customer service functions and telecom industry
- 3rd party vendor management is mandatory
- Strong analytical and strategic insight
- Experience in leading an operations team of 400+ staff and above
- Responsible for all aspects of day-to-day operations of service delivery & WFM
- Drive continuous improvement in the process
- Strong leadership quality with high communication & people management skills a must
- Ensure the staffing model, resource plan and budgetary allocations are designed to achieve key service delivery metrics
- Experience in CRM tools
- Understanding on ACD & IVR call routing
- Strong Microsoft Excel and PowerPoint skills