Senior Manager, Voice & Chat Experience

Job description

Company Description Founded in the Queensland outback in 1920, Qantas has grown to be Australia’s largest regional, domestic, and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group’s main business is the transportation of customers and freight using two complementary airline brands — Qantas and Jetstar — operating regional, domestic, and international services. Job Description: 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. 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, 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. In this role,...