Senior Manager, Voice

vor 1 Tag

Council of the City of Sydney, Österreich Qantas Airlines Vollzeit

We’ve always been pioneers, and we’re proud to see that spirit in our people today. Our resilience has helped us through good and tough times, and it still drives us to keep pushing the challenging expectations today. Senior Manager, Voice & Chat Experience is a pivotal leadership role within the Customer Care & Recovery portfolio, responsible for optimising performance across voice, chat, email, and social channels within the Qantas contact centre network. Reporting to the Head of Customer Operations & Channel Optimisation, you’ll leverage insights on key engagement drivers (such as baggage, refunds, and booking changes) to improve channel mix, enhance the customer experience, and deliver cost efficiencies. Working closely with inhouse analytics teams, you’ll take ownership of Contact Propensity, a key metric designed to identify the root causes of customer contact. In this role, you’ll analyse data trends, interpret insights, and develop strategies that shape customer behaviour and improve service outcomes. Working within a matrixed environment, you’ll partner with Digital and Purchasing teams to enhance self-service capabilities and deliver innovative digital solutions for agent-assisted channels. To succeed, you’ll need exceptional analytical skills, strong commercial acumen, and the ability to influence stakeholders while balancing customer needs with operational efficiency and cost optimisation. Qualifications 10+ years’ experience in contact centre operations, channel management, or customer experience leadership roles. Tertiary qualifications in Business, Operations Management, or a related discipline. Proven ability to design and implement strategies for voice, chat, email, and social channels, balancing customer experience with cost efficiency. Advanced analytical capability to interpret data, forecast trends, and leverage insights from metrics such as Contact Propensity. Strong commercial acumen with experience in cost optimisation, budgeting, and linking channel performance to business outcomes. Exceptional stakeholder engagement and influence skills, with the ability to lead through a matrixed environment and drive alignment across teams. Expertise in contact centre platforms (e.g., Genesys), CRM systems (e.g., Salesforce), and analytics tools (e.g., Power BI, Tableau). Demonstrated success in leading transformation initiatives, embedding continuous improvement, and managing organisational change. #J-18808-Ljbffr

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