Role overview
About this role
The Qatar Airways Global Contact Centre network is rapidly expanding and by the end of 2012 will be located in the Middle East, Asia, Europe and North America. <br />We are currently recruiting for an Officer - Workforce Management for our team in Doha, Qatar.<br />With responsibility to develop, analyse and maintain planning of manpower schedules for the global contact centre network. The successful candidate will be required to develop and interpret scenarios to optimise manpower planning, whilst supporting management with decision making and policy formulation in a innovative and cost effective manner. Specific Responsibilities include:<br />• Challenge where required to optimise the resource plans and allocation for increased efficiencies of the department.<br />• Outline optimised master rosters and schedules for all operative volume related resources of Contact Centre Services based on agreed roster rules and labour law factors due seasonal schedule change.<br />• Apply mathematical modelling & statistical analysis and other optimizing methods to develop and interpret so called what-if scenarios in multisite- and multi-skill environments on a global basis<br />• Conduct regular site visits to identify opportunities for optimisation of operational efficiencies.<br />• Continuously identify opportunities to improve operational performance and efficiencies and staff productivity. <br />The Individual:<br />• At least three years experience of Contact Centre operations in a similar role<br />• At least five years experience in the Contact Centre industry<br />• Experience in the airline or tourism industry would be an advantage<br />• Excellent knowledge of administration and optimization of CC applications for:<br />Forecasting<br />Workforce Management<br />• Excellent knowledge of<br />The analysis of Contact Centre KPIs<br />Call and non-call item volume forecasting including Erlang B+C calculation<br />Call, work-item and event distribution systems<br /> <b>About Qatar Airways<br /></b>As the Middle East's only 5-star airline and one of the world's fastest growing carriers, Qatar Airways is dedicated to excellence in safety and customer service in the air and on the ground. We apply this same philosophy to our people, providing diverse career opportunities and continual development. If you are looking for a challenging and high-flying career, which carries a competitive remuneration package and benefits associated with the industry, this is the place for you. How To Apply Please click on the Apply button below and create an account. To help us ensure we select the right candidates for interview please fill in the online application form, upload your CV and create a covering letter, focusing on why you are the right person for the job. For more information on Qatar Airways please visit www.qatarairways.com/careers <p></p>