Senior Manager, Voice & Chat Experience
About the job
The Senior Manager, Voice & Chat Experience is a pivotal leadership job within the Customer Care & Recovery portfolio at Qantas. This position focuses on optimising performance across various communication channels, enhancing customer experience, and delivering cost efficiencies. Collaboration with Digital and Purchasing teams is key to developing innovative solutions, and the team thrives on creativity and passion.
You'll be responsible for
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Driving customer servicing
Drive the future of customer servicing by shaping channel performance and influencing customer behaviour.🤝
Collaborative leadership
Work across Digital, Purchasing, and Data teams to deliver innovative self-service and digital solutions.📈
Optimising performance
Optimise performance across voice, chat, email, and social channels within the Qantas contact centre network.Key criteria
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10+ years in contact centre operations
Extensive experience in managing customer service channels.View
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Advanced analytical skills
Ability to interpret data and forecast trends effectively.View
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Exceptional stakeholder engagement
Proven skills in influencing and aligning teams.View
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