Senior Manager, Voice & Chat Experience

•  
• 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.  
• Permanent role based at our Mascot Campus 

Weve always been pioneers and were 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.  

The 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 youll 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 youll take ownership of Contact Propensity a key metric designed to identify the root causes of customer this role youll analyse data trends interpret insights and develop strategies that shape customer behaviour and improve service outcomes. Working within a matrixed environment youll partner with Digital and Purchasing teams to enhance self-service capabilities and deliver innovative digital solutions for agent-assisted channels. To succeed youll need exceptional analytical skills strong commercial acumen and the ability to influence stakeholders while balancing customer needs with operational efficiency and cost optimisation.

Youll have  

• 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. 

Why Qantas  

Youll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully. 

There are many different opportunities across our team which means youll be able to grow both personally and professionally at Qantas. Your development is a priority for us so that you can maintain the high standards our customers have come to expect and can continue to develop over time. Youll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role weve got a great track record of supporting our people to take their career in so many different directions the destinations are endless.  

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.  

• We love to travel: Enjoy heavily discounted air travel within Australia and across the globe both for you and your family and friends as well as exclusive deals on accommodation and holidays. 
• We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees. 
• Well give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping food and wine insurance health and wellbeing leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles eligible portable electronic devices and professional memberships. 
• Well support your wellbeing: Whether its learning to better support your own and others mental health our interactive wellbeing app or your very own tailored nutrition plan. 

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We encourage Aboriginal and Torres Strait Islander and people of all backgrounds to apply. If you have any support or access requirements we encourage you to advise us at time of application. Your personal information will be kept confidential in compliance with relevant privacy legislation. 

Be a part of something special and play your part in the Qantas story get in touch today. 

Applications close Sunday 14th December  

Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship. 

Remote Work :

No

Employment Type :

Full-time