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Martin Vaupel

Manager Projects Customer Contact Centres


Senior Manager Customer Contact Centres with 18 years experience in Airline Customer Service Management. Currently managing a global multi-site Contact Centre network of 900+ budgeted FTE.

Work History

Manager Projects Customer Contact Centres

Qatar Airways

Senior Manager Customer Contact Centres

Qatar Airways
  • Definition, design and implementation of an enterprise Contact Centre Strategy
  • Manage the performance of the global Qatar Airways Contact Centre network
  • Establish Contact Centres as active distribution channels, contributing to regional and country revenue targets
  • Implementation of contemporary customer communication channels
  • Budget, revenue and cost of sale responsiveness
  • Definition and monitoring of KPIs for performance, revenue, cost and quality

Manager Contact Centre Operations

Qatar Airways
  • Implementation and management of the technical infrastructure of a global QR Contact Centre network
  • Design and optimization of a seamless multisite 24/7 call distribution strategy
  • Development and introduction of a business continuity and crisis management strategy
  • Network resource planning and budget calculations
  • Leadership and direction to subordinates as per approved organization structure

Workforce Manager GTS Group

Lufthansa Global Telesales
  • Implementation of centralized Real Time Management (RTM) for GTS Sites Berlin, Brno, Istanbul, Dublin, Cape Town, Melbourne and Peterborough
  • Responsibility for operational performance of Lufthansa key markets
  • Line management responsibility and functional management responsibility for Real-Time-Management teams in Berlin and Peterborough (Canada) for 24/7 Coverage
  • Productivity optimization
  • Redundancy Management and performance recovery
  • Utilization and application of call routing software (Genesys)
    • CCPulse (Real Time Management)
    • Hyperion (Performance Reporting)
    • Configuration Manager (Skilling)
    • Queue-Monitor (Agent Information System)
    • PBR (Percentage Based Routing) Optimization
  • ACD (Automated Call Distribution) System (Avaya)
    • VDN- and Vector-Design
  • Telephony-Provider Management
  • IT-Interface Coordination
  • Interface Management for external and internal Providers and Departments
  • Crisis Management
    • Outages
    • Irregularities

Real Time Manager

Lufthansa Global Telesales

BERLIN, GERMANY) Real Time Manager Implementation of centralized Real

  • Implementation of a centralized Real Time Steering Management for Lufthansa German Market Services handled in Berlin, Kassel, Istanbul, Cape Town and Melbourne
  • Line management responsibility and functional management responsibility for RTM team in Berlin
  • Implementation and design of new Steering and Performance software
  • Optimization of existing ACD (Automated Call Distribution) systems

Manager Lufthansa Special Services

Lufthansa Service Center Kassel, Germany
  • Management of the department “Lufthansa Special Products”
  • Responsibility for contact service delivery for Lufthansa Special and Premium Services:
    • Lufthansa Private Jet
    • Lufthansa Medical Services
    • Lufthansa Passage Charter
    • Lufthansa Round the World
  • Integration and implementation of new services
  • Development of new processes
    • Customer Interfaces, Serviceteam, Key Account Management, IT
  • Interface Optimization to Lufthansa Passage Departments
  • Flight Provider Management
  • VIP Provider Management
  • IT Implementation
  • Budget Responsibility

Team Leader Lufthansa Special Service Desk Medical Services

Lufthansa Service Center Kassel, Germany
  • Management of 24/7 service-team for “ Lufthansa Medical Services”

Operations Coordinator

Lufthansa Service Center Kassel, Germany
  • Project lead for the implementation of a flexible staff planning strategy
  • Optimization of Workforce Management Systems for multiple Contact Centre locations

Project Member Customer Relationship Management

Lufthansa AG, Frankfurt, Germany
  • Definition of workflow business rules
  • Development of a graphical use interface for a new CRM system

Telephone Sales Coordinator

Lufthansa Service Center Kassel, Germany

Telephone Sales Coordinator

Team-leader Telephone Sales

Specialist Telephone Sales



Education Travel Agent

Education Institute Dr. Köllner, Kassel

Chamber of Commerce Qualification


Study of Sports and German 

University Kassel

Study Sports Diploma    

Johann-Wolfgang-Goethe-University, Frankfurt

Study Sports and Biology

University Kassel

Highschool Degree

Goethe Gymnasium, Kassel

Systems / Applications

Workforce Management:

  • Genesys
  • Aspect
  • IEX

Time Management

  • Taris
  • Interflex

Call Routing / ACD

  • Genesys
  • Aspect
  • Avaya
  • Colt Routing Manager


Contact Centre Knowledge
Target Orientation
Organizational Skills
Interpersonal Skills
Problem Solving