Resourcing Planning Manager – Contact Centre Doha
Job Description
<strong><u>About The Role</u></strong><p><br></p>We are currently recruiting for Resource Planning Manager for Customer Contact Centre in Doha.<p><br></p>The role is responsible to lead the Contact Centre resource planning strategy to ensure optimal utilization of resources and efficient workforce planning to meet service level objectives and minimize resource gaps. You will oversee the planning, forecasting, and scheduling activities to optimize staffing levels, allocate resources effectively, and ensure a smooth and efficient operation of the contact centre. Your responsibilities include implementing strategies to enhance operational efficiency and customer satisfaction by administration of existing and future Contact Centre and WFM applications.<p><br></p><strong><u>Specific Responsibilities For The Role Include</u></strong><p><br></p><ul><li>Develop and execute workforce management strategies that support the contact centre’s service level targets, including managing agent schedules, forecasting call volumes, and optimizing staffing levels. </li><li>Create long-term staffing plans and effective headcount planning to deliver optimal and agile recruitment plans as per the demand trend to be the cost-effective Contact Centre. </li><li>Identify and leverage technology solutions and tools, such as WFM systems, to optimize resource allocation, scheduling processes and real-time management. </li><li>Conduct regular analysis and evaluation of resource planning performance metrics to identify areas for improvement and optimize resource utilization. </li><li>Collaborate with cross-functional teams, such as Customer Service, Training, and Quality, to ensure alignment of resource planning strategies with operational needs and performance goals. </li><li>Provide strategic guidance and recommendations to Manager Operations and Strategy and Senior management on resource planning initiatives, including budgeting, capacity planning, and performance forecasting. </li><li>Oversee workforce planning activities, including forecasting call volumes, leave management, analyzing historical data, and creating staffing schedules, resulting in optimal resource allocation and improved service levels. Lead workforce management teams to ensure schedule adherence and optimize resource utilization, including managing time-off requests, shift swaps, and other schedule modifications while maintaining service level objectives. </li><li>Develop and maintain accurate and reliable forecasting models for the Omni Channel platform for volumes, AHT, and other key performance indicators to ensure appropriate staffing levels and resource allocation. </li><li>Proactively monitor and analyze data to identify and address any deviations from forecasted volumes or service level targets, making necessary schedule adjustments and staffing on time. </li><li>Develop and maintain comprehensive reports and dashboards to track resource planning metrics, KPIs, and performance against targets, enabling data-driven decision-making and transparency. </li><li>Conduct regular performance analysis, reporting and presentation on critical metrics such as forecast variance, service levels, abandon rates, and agent productivity, providing insights and recommendations for continuous improvement. </li><li>Ensure full utilization of workforce management system, configuration and utilization of the available features and tools. Administer Contact Centre system and user management to ensure the availability of the right resources for the right services to provide enhanced customer experience. </li><li>Develop and maintain documentation, standard operating procedures (SOPs), and training materials related to resource planning processes and tools, ensuring consistency and knowledge sharing across the team. </li><li>Analyse industry trends to identify areas for process improvement, resulting in streamlined resource planning processes and enhanced operational effectiveness. </li><li>Foster a culture of continuous improvement within the contact centre, encouraging feedback and ideas from team members and leading or participating in process improvement initiatives to drive efficiency and enhance the overall customer experience. </li><li>Improve employee engagement by providing a flexible and supportive work environment, addressing concerns around scheduling, and recognizing and rewarding exceptional performance. </li><li>Perform other department duties related to their position as directed by the Head of the Department</li></ul><p><br></p><strong>Be part of an extraordinary story </strong><p><br></p>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.<p><br></p>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.<p><br></p>Together, everything is possible<p><br></p><strong><u>About You</u></strong><p><br></p>The successful candidate will have the following qualifications:<p><br></p><ul><li>High School Qualification/ Vocation or Diploma or Equivalent with Minimum 7 years of job-related experience.</li><li>OR</li><li>Bachelor’s Degree or Equivalent with Minimum 6 years of job- related experience.</li><li>Minimum of 7 years in Contact Centre workforce management or resource planning.</li><li>Minimum of 3 years as Resource Planning Manager or Workforce Management Manager in a Contact Centre operations. </li><li>Preferred, experience working with Avaya and Verint WFO, Omni Channel experience. </li><li>Preferred, relevant experience in an airline industry and/or consulting environment.</li></ul><p><br></p><strong><u>Job Specific Skills</u></strong><p><br></p><ul><li>Essential to have a strong analytical and problem-solving skills, with the ability to translate complex data analysis into actionable insights.</li><li>Proficient in Excel, Data analysis, and Statistical modeling</li><li>Working experience of contact centre WFM tools and configuration. </li><li>Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels of the organization.</li><li>Strong project management and organizational skills, with the ability to handle multiple projects and priorities simultaneously. </li><li>Managerial skills – Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate’s skills. Ability to foster teamwork among team members.</li></ul><p><br></p><strong><u>About Qatar Airways Group</u></strong><p><br></p>Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.<p><br></p>So whether you’re 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.<p><br></p><strong><u>How To Apply</u></strong><p><br></p>If you have the right experience and qualification for this role, please submit your application online attaching your most updated CV.
