Business Support Manager
Qatar Airways
Total years of experience :23 years, 2 Months
● Oversee Cabin Crew's salary management, promotional career processes, absence management and documents services.
● Work closely with HR Payroll and Remuneration department for Cabin Crew salary revision and Annual performance review.
● Oversee the procurement for the cabin crew division to ensure competitive price, best quality and delivered on timely manner.
● Oversee the logistics and inventory of assets that are assigned under cabin services department.
● Manage all the procurement invoices approvals in the system received for different units under cabin service department.
● Work closely with internal departments and Corporate Facility Team for space requirements related activities as when required.
● Oversee the eDocs project for cabin crew active/inactive files and incineration of old important documents in timely manner.
● Assist in preparation of department budget and ensure that submission is within the agreed SLA's timeline.
● Lead and manage a team of 27 members (10 staff members and 17 office assistant).
Essential Job Functions (WFM)
Actively managing a Work force Management team through application and integration of a project management process (i.e. Initiating, Planning, Executing, Controlling and Closing).
Strategic Planning and Management
Planning in a Multi Site, Multi skill environment
Planning and Forecasting (Forecast Generation, Analysis and Correction)
Budgeting, Invoicing and Payroll Validation
Ramp up/ Ramp down Hiring plans
Seat planning and Seat requirement forecasting. Infrastructure requirement Analysis.
Site Performance Review with Clients/ Site Director
Analyse and advice on changes to improve scheduling efficiency, quality and profitability. Work closely with the Finance team and determine the financial implications of increase/ reduction in shrinkages.
Consult project managers and other key players to define scheduling / forecasting requirements to meet call center metrics and communicate workforce scheduling and intraday operations objectives.
Participate in the analysis, evaluation and implementation of existing and proposed systems and tools used.
Implementation of new processes and tracking UAT.
Provide ongoing operational analysis of call center operations, advance planning and scheduling while identifying and implementing changes necessary to improve the level of quality and efficiency as measured by client’s KPI’s (Key point indicator) such as (Service Levels, Abandoned Rate and AHT etc.)
Giving WFM Presentations to Prospective Clients and also walking them through the department.
Impart trainings on productivity and profitability to newly promoted SMEs, Team Leaders and QAPs.
Technical proficiency in development of spreadsheets and various reports for the process. Developing Performance Metrics and monitoring the project progress on a weekly and month to month basis
Key Responsibilities
Software development.
Tele-marketing and follow ups with cold calls.
Visiting different Client and giving live demo’s of our software products.
Installing our package as per our Client needs.
Building good customer relationship.
Achieving sales targets
Handling administration work.
Key Responsibilities
Day to day correspondence with buyers.
Interacting with the production team to create samples, get samples approved from the client.
Work out a cost and quote the client.
Co-ordinate with the in-house production, external suppliers etc., monitor completion of the order, and ensure timely delivery of the order.
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