Lead Real-Time Agent - Contact Centre Doha - Qatar Airways - Doha, Qatar

Lead Real-Time Agent - Contact Centre Doha - Qatar Airways - Doha, Qatar Position Overview Qatar Airways is hiring a Lead Real-Time Agent to join its world-class Contact Centre team in Doha. The role is responsible for optimizing workforce resources, monitoring live operations, and ensuring service-level performance across voice and non-voice channels. As the Lead Real-Time Agent, you will play a critical role in maintaining operational efficiency, achieving key performance indicators (KPIs), and supporting Qatar Airways' reputation for five-star customer service excellence. Job Details Country: Qatar City: Doha Industry: Airlines/Aviation Function: Customer Support Salary: 8000-11000 monthly (Market estimated) Gender: Any Candidate Nationality: Any Job Type: Full-time Key Responsibilities * Monitor and manage real-time contact centre performance, ensuring adherence to service-level goals and KPIs. * Adjust agent skilling and task assignments dynamically across voice and non-voice channels based on intraday performance trends. * Manage queue distribution, break schedules, and shift adjustments to maintain occupancy and productivity. * Analyze live operational data to identify potential service-impacting issues and coordinate timely corrective actions. * Communicate real-time performance insights to supervisors and planning teams to optimize staffing efficiency. * Produce daily and ad hoc reports on service levels, adherence, shrinkage, and performance trends. * Collaborate with IT teams to resolve application or system-related issues affecting call flow or customer access. * Track attendance, logins, and adherence, reporting non-compliance and performance irregularities promptly. * Support the Telephonic Emergency Centre (TEC) as the local operational representative when required. * Maintain skill matrices, ID setups, and agent profiles to ensure up-to-date operational readiness. * Drive a culture of responsiveness, accountability, and teamwork within the contact centre. Ideal Profile * Bachelor's degree or high school diploma with 2-3 years of relevant experience in a contact centre or customer operations environment. * Solid understanding of contact centre performance management and workforce optimization. * Strong analytical and reporting skills with proficiency in MS Excel and related tools. * Excellent communication and coordination skills in English (written and spoken). * Ability to multitask in a fast-paced, high-pressure environment. * Demonstrated ability to lead by example and influence team performance. * Willingness to work in rotating shifts. Skills Set * Contact centre operations and real-time management * Workforce optimization and scheduling * Data analysis and KPI tracking * Communication and problem-solving * Team leadership and cross-department coordination * MS Office and reporting proficiency Why Join Us * Be part of Qatar Airways' award-winning customer service operation in Doha. * Work in a collaborative, fast-paced environment where excellence is the standard. * Competitive tax-free salary with benefits including housing, transportation, and medical coverage. * Career progression opportunities across Qatar Airways Group's global network. * Comprehensive training programs designed to develop leadership and technical skills. About the Company Qatar Airways Group is a world leader in aviation, recognized for its commitment to innovation, service excellence, and operational quality. From its modest start with four aircraft, the airline has grown into one of the most awarded carriers globally, serving nearly 170 destinations. The Contact Centre in Doha plays a vital role in supporting the airline's five-star customer experience by ensuring responsive and efficient service delivery across all touchpoints. Joining Qatar Airways means becoming part of a dynamic, multicultural team dedicated to excellence and continuous improvement.

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