Jetstar Airways23 followers61 jobs

Senior Manager, Voice & Chat Experience

SeniorFull-timeOfficeSydney NSW, AustraliaPosted 2 months agoVerified 2 months ago
Pending fitX of Y criteria met

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

🚀

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

📊

10+ years in contact centre operations

Extensive experience in managing customer service channels.

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📈

Advanced analytical skills

Proven ability to interpret data and forecast trends.

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🤝

Exceptional stakeholder engagement

Demonstrated success in influencing and aligning teams.

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View more

Meet the team

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5 criteria for this job
10+ years in contact centre operations
Extensive experience in managing customer service channels.

View

Advanced analytical skills
Proven ability to interpret data and forecast trends.

View

Exceptional stakeholder engagement
Demonstrated success in influencing and aligning teams.

View

Tertiary qualifications in Business
Relevant degree in Business or Operations Management.

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Expertise in contact centre platforms
Experience with tools like Genesys and Salesforce.

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