About the role:

We are recruiting for Operations Coordinator to be based in Wroclaw, Poland.

The successful applicant will be responsible for ensuring effective workforce management and managing specific Contact Centre applications. The role streamlines operations related process flows whilst gathering and analyzing data to support process enhancements. It is responsible in assessing and forecasting staffing requirements in relations to business requirements.

Your specific responsibilities include:

• Creates agent schedules and forecast both short and long-term staffing needs against volumes of calls/non-call activities.
• Forecast both short- and long-term staffing needs against volumes of calls/ non-call activities. Review historical trends/planned activities and adjust forecasts based on those trends.
• Monitors performance, agent productivity and schedule adherence. Makes necessary adjustment for adequate coverage and cost containment.
• Administer Contact Centre applications including functionalities of WFM and Real Time monitoring tools.
• Generates performance/ productivity reports. Analyses operational statistics to identify patterns and trends to improve existing operational processes and procedures.
• Develop and communicate user guidelines/manuals related to handling applications such as WFM or agent desktop applications once processes/procedures are updated.
• Analyse operational stats, evaluate schedules, identify patterns, trends and opportunities for improvement of existing operational processes and procedures.
• Update the WFM with exception entries related to agent attendance, shifts preference, any planned trainings or meetings or breaks so that the official schedule is populated with the most accurate info.
• Responds to internal inquiries regarding operations and investigates problems and discrepancies. Highlight resource risks to management and put forward contingency plans for resource staffing in case of system outage.
• Collaborate with the customer service management team to ensure understanding and agreement of published schedules.
• Perform other department duties related to his/her position as directed by the Head of the Department.

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

About you

• To be successful in this role, you must have the following qualifications and skills.
• For High School/ Vocational/ Diploma qualification, minimum of 3 years of job-related experience is required
• For Bachelor’s degree qualification, minimum of 2 years of job-related experience is require
• Strong knowledge of forecasting and scheduling using a WFM system
• Contact Centre experience
• Excellent written and spoken English
• Analytical – able to analyse data and draw insights
• Excellent computer skills, proficient in MS Word, Excel and ability to learn other applications as required.
• Strong understanding of performance service delivery for Contact Centre
• Highly organized and detail oriented
• Team player and work well with others.

About Qatar Airways Group

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.

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.

How to apply

If you have what it takes to be part of our 5-star team, please take the first step and apply now by uploading your CV and completing the online application.