About the role
Join us as a Customer Services Delivery Manager and drive the continued success of our Doha Customer Contact Centre (CCC).
In this role, you’ll lead daily operations across the Doha CCC Digital team, with a focus on driving operational efficiency, cost-effectiveness and exceptional customer experience. You will be responsible for leading a high-performing team, maintaining high service levels, establishing performance metrics (KPI’s), and implementing innovative solutions to ensure every customer interaction aligns with the brand’s world-class standards.
Specific responsibilities for the role include:
Operational:
- Ensure smooth and efficient customer service operations across all Digital channels and interactions.
- Ensure optimal manpower at all times, with skilled resources to deliver five-star service in accordance with defined KPI’s across the Global CCC.
- Monitor and review Doha CCC performance on a daily basis and implement corrective measures if required.
- Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.
- Collaborate closely with key stakeholders (especially Country Managers), to ensure that insights from trade and customer feedback are leveraged to maximise sales opportunities and enhance Qatar Aiways’ product.
- Work closely with the Central CCC team to analyse performance metrics, identify trends and implement data-driven improvements that enhance service delivery and operation efficiency.
- Contribute to the design and implementation of change projects which impact the CCC, by supporting new technology rollouts, new process rollouts, new and updated policies, new commercial offers and any new product rollouts.
- Identify opportunities for automation and process enhancements to streamline operations, improve efficiency and elevate the overall customer experience.
- Foster open and honest channels of communication at all levels across the business to encourage knowledge sharing and get to the root of issues effectively.
- Perform other department duties related to his/her position as directed by the Head of the Department.
- Develop and implement business continuity measures to ensure on-going service delivery to all spanets and all products.
- Continuously seek to identify cost efficiencies through greater staff productivity, economies of scale and improved performance by managing daily activities that can help reduce cost – including, but not limited to, reducing waivers, improving first call resolution rates, process improvements and automation.
- Reduce unit costs as agreed in annual performance reviews by implementing the above identified process improvement.
- Train and develop other employees, to ensure succession planning is in place.
Management & Leadership:
- Establish the department or teams objectives and priorities to align with and support business objectives.
- Regularly evaluate the department or teams objectives, plans, procedures and practices and makes appropriate changes if needed.
- Direct daily activities related to people management, including recruitment, training, development and performance feedback to build a high-performing team that consistently delivers exceptional service.
- Create a positive and engaging work culture by fostering employee motivation, recognition and development.
- Train and develop other employees, to ensure succession planning is in place.
- To be committed and contribute to national talent development, by coaching the national developees and preparing them for a career with boundless potential.
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.