Job Description: In this role you will be responsible for the operational aspects of our Fort Lauderdale contact centre. This involves managing, supervising and coordinating the activities and schedules of Customer Service Agents and Team Leaders and administrates Contact Centre applications such as WFM, Monitoring, Call-recording and Real-Time-Steering systems. You will act as the interface with CCC for locally run applications.Focusing on continuous improvement and high levels of quality, performance and productivity you will implement new skills, processes and techniques aimed at operational excellence. Job Responsibilities: administering real time steering/management rules, monitoring systems and performance reports. maintaining call/activity distribution system by configuring the telephone system (PBX). generating reports for monitoring KPIs. forecasting volumes of calls/non-call activities and WFM requirements. scheduling and use of scheduling tools, designing and implementing shift patterns and scheduling adjustments due to business requirements. Job Requirements: You will need a proven track record of transition management and operational delivery. You are a self-starter with high energy levels and the ability to work in a high pressure environment. You will have strong knowledge of contact centre information technology such as ACD and PBX systems and be able to navigate through the technical environment related to contact centres You will be a strong people manager with excellent communication skills in English. Qualification & Experience: You will have a minimum of 5 years experience in a contact centre / WFM environment of which 3 years will be at a management level managing the operations of an inbound call centre. Job Details: Company: Qatar Airways Vacancy Type: Full Time Job Location: Fort Lauderdale, Florida, United States Application Deadline: N/A Apply Here getyourvacancy.com
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