We are currently recruiting for Lead Process Officer for Customer Contact Centre based in Doha, Qatar.

The role is responsible to monitor commercial processes and procedures related to performance of projects and ensure the information and analysis is reported to Management. You will be responsible to generate the administrative framework that Contact Centre department needs to effectively handle large volume of valuable projects. You will closely work with external and internal stakeholders such as finance, contracts, IT, procurement and revenue management as well as with respective departments in outstations to ensure identification and extraction of contract centre relevant processes and procedures for achievement of timelines and milestones.

Specific responsibilities for the role include:

  • Coordinates, defines and align Contact Cetre related processes and procedures in cooperation with internal departments like Revenue Management, Finance, Contracts, Procurement, CCC Training and Quality.
  • Reviews, adjusts and aligns project related SOP’s for Contac Centre departments in coordination with relevant stakeholders and internal clients like ecommerce and privilege club to be complaint with company and departmental standards.
  • Together with relevant stakeholders defines and designs processes and procedures related use cases for projects and user acceptance tests for integrations and implementations within Contact Centres.
  • Identifies Contact Centre related processes and procedures to ensure compliance with QR policies.
  • Monitor assigned projects produce the required deliverables within the defined quality, time and cost constraint.
  • Lead the planning and monitoring of timelines, milestones and budget associated with selected projects handled by Customer Contact Centre department.
  • Prepare initial project documentation and research regarding the impact and relevance of existing and required processes and procedures. Those can be either based on policies or respective Contact Centre related workflows.
  • Compile and maintain reports on performance of projects to ensure project success.
  • Plan, organize and develop projects as well as work effectively within a team and to assist with minutes and reports.
  • Coordinate tasks between internal and external project related departments, vendors, suppliers and other third parties based on given priorities defined by the project owner.
  • Administrative required project steering applications such as Excel, MS Project or similar applications.
  • Responsible for generating business documentation, including but not limited to report writing, presentation creation and spreadsheet preparation and distribution.
  • Attend relevant meetings and workshops which are deemed relevant to fulfil role.
  • Ensure the use of best project practices on all projects handled by Customer Contact Centre deparment
  • Respond to requests for information and assistance, interpret and explain procedures and Policies pertaining to internal inquires of management and staff.
  • Ensure accurate, correct and relevant information is available and provided to Management as required.

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 the role, you must have the following qualification and skills:

  • Bachelor’s Degree or equivalent
  • Minimum 5 years of job-related experience required.
  • Experience in Project Management or Project Administration
  • Previous experience in Airlines
  • Involved in Processes, Procedures and Workflow
  • Excellent written and spoken English
  • Proven experience in demonstrating flexibility to meet the changing demands of business
  • Must be able to work independently with minimal instructions
  • Must have excellent problem solving and organizational skills
  • Ability to work within a multi-national and multi-cultural environment

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