Job Description

About the role:We're currently looking to hire a Customer Services Manager for our new office in Ahmedabad to oversee the Qatar Airways Contact Centre.As Customer Services Manager you will be responsible to manage service quality, service levels and revenue generation through teams by adhering to redefined set standards. You will develop, manage, coordinate, and implement policies and procedures through close monitoring of operations and sales results in order to establish the unit as a quality service provider, to enhance services and to generate income.Specific responsibilities for the role include:

• Managing Service Levels of all Customer Interactions within the Contact Centre.
• Implement new skills and new techniques geared towards operational and service excellence.
• Regularly interact with various stations to understand requirements and communicate feedback/solutions.
• Ensuring call quality and high level of customer service.
• Monitor adherence to all CC SOP to ensure compliance and productive operation.
• Assisting the training team in developing recurrent training modules.
• Act as focal point for Customer Care department to ensure through investigation of customer complaints.
• Highlight performance strength / weaknesses to CC Manager by preparing and analyzing performance reports to derive corrective measures.
• Communicating existing and new policies to all CC staff to avoid any misinformation and/or errors.
• Use the MIS reports to further analyse and improve on functioning.
• Ensure implementation of quality assurance system and maintain quality procedures in conjunction with Quality and Training Team.
• Ensure first call resolution, zero error and operational excellence.
• Establish the department or teams objectives and priorities to align with and support business objectives
• Prepare and analyse Performance Scorecards of direct reports to provide them with feedback and guidance on their strength and weaknesses and to agree on actions to improve or maintain results
• Provide Operations Team with input on leave planning and roster preferences to enable Operations team to prepare rosters that meet all operational requirements
• Driving process excellence through continuous improvement
• Contribute in developing and formulating the departmental strategy with Contact Centre Manager to drive business
• Managing all digital requests, Refunds, Audit review and management
• Managing Multimedia / back office Operations for all Contact Centrexe2x80x99s

Be part of an extraordinary storyYour skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. Youxe2x80x99ll 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 whatxe2x80x99s never been done before.Together, everything is possibleQualificationsAbout you:To be successful in the role, you must have the following qualification and skills:

• Bachelor's degree or equivalent
• Overall experience of 10 years with at least 5 years in management role
• Contact Centre background and experience managing Airline/ Travel industry operations
• Strong leadership quality having managed 120 or more team members
• Knowledge of airline reservation processes preferred.
• Previous experience of GDS, particularly Amadeus is preferred
• Able to manage performance and contact centre operations independently
• Flexible and adaptable to new process and working environment
• Excellent written and spoken English

About Qatar Airways GroupOur story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. Wexe2x80x99ve grown fast, broken records and set trends that others follow. We donxe2x80x99t slow down by the fear of failure. Instead, we dare to achieve whatxe2x80x99s never been done before.So whether youxe2x80x99re 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.How to applyIf you have the right experience and qualification for this role, please submit your application online attaching your most updated CV.

Qatar Airways