linkedin
Senior Operations Officer (WFM) - Contact Centre Doha
Qatar Airways
Baladiyat ad Dawhah, QAT
Full-time
Mid-Senior
Onsite
Discovered 1 weeks ago
Workforce Management (WFM)Real Time Adherence (RTA)Contact Centre Systems AdministrationForecasting and Capacity PlanningContact Centre KPI Analysis and ReportingWorkforce Planning and Management
Free
Job Fit Check
Base Career helps you apply smarter for this job.
?%
Ready to ScanKey skills for this role
Workforce Management (WFM)Real Time Adherence (RTA)Contact Centre Systems Administration
Role Overview
Qatar Airways is seeking a Senior Operations Officer specializing in Workforce Management for its Contact Centre team in Doha, Qatar.
The role supports global Contact Centre manpower planning, optimization, forecasting, WFM application administration, and operational efficiency.
Key Skills for This Role
Workforce Management (WFM)Real Time Adherence (RTA)Contact Centre Systems AdministrationForecasting and Capacity PlanningContact Centre KPI Analysis and ReportingWorkforce Planning and Management
Full Job Posting
About the Role
Qatar Airways is seeking a Senior Operations Officer specializing in Workforce Management for its Contact Centre team in Doha, Qatar.
The role supports global Contact Centre manpower planning, optimization, forecasting, WFM application administration, and operational efficiency.
Operational Responsibilities
- Support the design, development, implementation, and management of an integrated global Contact Centre manpower planning strategy.
- Create manpower optimization plans according to business requirements and strategic policy.
- Generate call and non-call volume forecasts using historical data and business assumptions.
- Administer, optimize, and implement standardized WFM software solutions across Contact Centre sites.
- Coordinate WFM application rollouts and support implementation and administration processes.
- Ensure system functionality through service-level agreements with application providers.
- Design WFM system structures and customize configurations for local labor law requirements.
Reporting and Systems
- Develop unified reporting for operational performance, headcount, staff adherence, attrition, and management information dashboards.
- Act as the subject matter expert for WFM, RTA, performance monitoring applications, and provider interfaces.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Qatar Airways
Bell Host - GS Hub Customer Services
, QAT
EntryFull-time
Qatar Airways is seeking a customer-focused Bell Host to welcome premium passengers and provide porter and check-in assistance at Hamad International Airport. The role requires at least one year of relevant experience, E
Discovered TodayView →
Bell Host - GS Hub Customer Services
, QAT
Entry
Qatar Airways is seeking a customer-focused Bell Host to welcome premium passengers at Hamad International Airport and provide porter and check-in assistance. The role requires basic literacy and numeracy, English profic
Discovered TodayView →
Technical Stores Supervisor | Supply Chain - MRO
, QAT
Manager
Qatar Airways is seeking a Technical Stores Supervisor to oversee shift operations for aircraft spares, tools, equipment, and technical materials. The role covers inventory accuracy, storage compliance, team supervision,
Discovered TodayView →
Assessment Manager
, QAT
ManagerFull-time
Qatar Airways is seeking an Assessment Manager to deliver talent assessment services across the group and support evidence-based selection and development. The role requires assessment design experience, organizational p
Discovered TodayView →
Technical Stores Supervisor | Supply Chain - MRO
, QAT
ManagerFull-time
Qatar Airways is seeking a Technical Stores Supervisor to lead shift-based aircraft spares, tools, equipment, and logistics activities. The role requires at least four years of relevant experience, inventory-system knowl
Discovered TodayView →
HR Generalist (Qatarization)
, QAT
Entry
The employer is seeking an HR Generalist to support line managers and deliver HR services across recruitment, employee relations, performance, reward, engagement, and organizational processes. The role requires a bachelo
Discovered TodayView →
Bell Host - GS Hub Customer Services
, QAT
Discovered TodayFull-time
Bell Host - GS Hub Customer Services
, QAT
Discovered Today
Technical Stores Supervisor | Supply Chain - MRO
, QAT
Discovered Today
Security Officer - Navi Mumbai, India
Navi Mumbai, IND
Discovered TodayFull-time
Assessment Manager
Doha, QAT
Discovered TodayFull-time
Assessment Manager
, QAT
Discovered TodayFull-time
Technical Stores Supervisor | Supply Chain - MRO
, QAT
Discovered TodayFull-time
HR Generalist (Qatarization)
, QAT
Discovered Today