Senior Manager, Voice & Chat Experience
About the job
The Senior Manager, Voice & Chat Experience at Qantas is a pivotal leadership job within the Customer Care & Recovery portfolio. This role focuses on optimising performance across various communication channels and enhancing the customer experience. Collaboration and innovation are key, as the team works together to drive improvements and deliver exceptional service.
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 workflow
Optimise the workflow, influence change and continuously improve the experience.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
Proven ability to interpret data and forecast trends.View
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Exceptional stakeholder engagement
Demonstrated success in influencing and aligning teams.View
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