Head of Customer Contact Centre ( Qatari National)

Role PurposeLead the effective execution and continuous improvement of core functions within the Service and Customer Management Directorate, with a primary focus on the Customer Contact Center. Drive initiatives across Customer Experience, Management Systems, Operational and Process Excellence, and Service Excellence to enhance service delivery, optimize customer interactions, and ensure alignment with organizational standards. Key Accountabilities & Activities Customer Contact Center Establish, lead, and continuously improve the operations of the Customer Contact Center for Aspire Zone Foundation (AZF), ensuring efficient service delivery, high responsiveness, and consistent performance reporting.Manage relationships with external service providers, ensuring effective contract execution, adherence to service level agreements (SLAs), and alignment with organizational standards.Oversee the implementation and optimization of a robust ticket management system to ensure timely handling of customer inquiries, complaints, and service requests.Facilitate collaboration with service providers to ensure prompt ticket resolution, effective conflict management, and service recovery strategies.Customer Satisfaction Design and implement a comprehensive customer feedback framework to drive continuous service improvement and enhance satisfaction across Aspire Logistics (AL).Lead the operations of the AZF Centralized Call Center, including staff management, system oversight, and performance reporting.Plan and execute customer satisfaction initiatives such as surveys, focus groups, and workshops to gather insights on service quality and customer perceptions.Conduct process efficiency and satisfaction surveys to identify improvement opportunities in high-impact services and operations.Monitor and report on service enhancement initiatives from service providers, ensuring alignment with customer feedback and strategic priorities.Analyze customer feedback data and communicate actionable insights to internal stakeholders, service providers, and customers.Monitor internal customer expectations and proactively identify service delivery gaps.Develop and manage a structured complaints management system to ensure effective logging, analysis, and resolution of customer issues.Perform additional duties and responsibilities as assigned by the direct supervisor.Service Enhancement Strengthen and maintain strategic relationships between AZF customers and AL service providers to foster collaboration and improve customer experience.Lead customer engagement initiatives in partnership with service providers and the Business Excellence Team.Oversee the development and maintenance of a centralized customer database capturing key contact details, satisfaction levels, and service challenges.Service Level Collaborate with service providers and customers to develop and manage SLAs, define operational KPIs, and establish performance measurement and reporting frameworks.Monitor service provider performance against SLAs and customer expectations, identifying trends and opportunities for improvement.Analyze key business data to support performance optimization and service excellence.Policies and Procedures Provide training and guidance to staff on documentation standards, process improvement, change management, and business excellence tools.Review and approve policies and procedures to ensure clarity, compliance, and alignment with IMS requirements.Identify and support quality and service improvement initiatives across departments.Monitor process interactions between stakeholders to identify service gaps and improvement opportunities.Oversee the implementation of process changes and conduct benchmarking to inform continuous improvement.Conduct benchmarking exercises and research best practices for areas that require improvementGeneral ResponsibilitiesPrepare and present regular progress reports on all assigned functions and strategic initiatives.Assume additional responsibilities as directed by the direct supervisor.Exercise authorities as defined in the organizational Authority Matrix.Contribute to the development and achievement of departmental objectives.Ensure the implementation of approved departmental policies, processes, and procedures to maintain consistency, control, and world-class service delivery.Systems & ProcessesImplement approved departmental policies, procedures, and frameworks to ensure consistent, controlled, and high-quality execution of treasury operations, aligned with best-in-class service standards.Promote cost-effective utilization of financial and operational resources, minimizing waste and controlling unnecessary expenditures.Contribute to continuous improvement by sharing insights and recommendations to streamline treasury processes, enhance efficiency, and drive organizational performance.HSE & Risk ManagementAdhere to all relevant QHSSE procedures, instructions and controls so that AZF provides a safe, world class, secure and environmentally responsible service to customers, the public and its own peopleFollow all relevant safety, quality and environmental management policies, procedures and controls to guarantee employee safety, delivery of high-quality products/services and a responsible environmental attitudePeople ManagementAssist in the development plans and performance management of direct reports to meet the AZF objectivesPrinciples & ValuesAct consistently in accordance with clear ethics and values while utilizing diversity for the good of individuals and the organizationOther ResponsibilitiesAssume or accept any other responsibilities as assigned by the direct supervisor within the position role and responsibility. Qualifications/RequirementsExperience12 years of experience of which 3 years should be in a similar position / responsibility, preferably in similar industryEducation and CertificationBachelor’s degree in any business or quality related qualification( Preferably master’s degree in related field)Preferably with Professional Certification in similar fieldJob specific Technical SkillsExcellent customer service Skills-Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skillsExcellent problem-solving skills using quality tools and techniques.Excellent report and procedure writing skillsWorking knowledge of computer programsWorking under pressure and ability to work well within a team.Strong tolerance and able to work under pressured environmentBasic knowledge of applicable software to infer statistical data.Proficient in MS Office Applications.Hard working and outgoing with a dedicated mind set, customer focused with a team player mentalityLanguageRequired – English (Proficient)Required – Arabic (Proficient)