Customer Service / Call Center

Description:

Operations Analyst - Contact Centre (Job Number: 026757)




•Sydney based


•Excellent career opportunity


For nearly a century now, Qantas has been bringing travellers together with the people they love – both from around Australia and all over the globe. It’s just part of being the Spirit of Australia.

These days, we’re widely regarded as an airline people can count on – both on the ground and in the air. It’s a reputation that hasn’t just seen us become the world’s leading long distance airline – but an Australian icon, too. And we’d love for you to be a part of that.



Qantas is re-shaping how Australians experience insurance with our Qantas Assure business set to make the health insurance and wellness experience more motivating, engaging and rewarding. Qantas Assure brings interaction and integration between technology, rewards and wellness, to create a better customer experience. It’s a unique opportunity to bring to the market a digital first, engaging wellness program that rewards its customers every step of the way.


As the Operations Analyst (Contact Centre) you will play a pivotal role in providing senior stakeholders with, not only analytical data, but highly important insights and recommendations regarding Contact Centre performance to drive improvements in the customer experience.



Working closely with the Operations Manager, your key responsibilities will include:

•Conduct thorough analysis on performance and customer satisfaction and providing meaningful insights into trends and gaps


•Track and report on partner/third party supplier performance against SLAs


•Develop and customise dashboards to report back to senior stakeholders and contribute recommendations


•Manage and map out all Contact Centre processes and workflows across the customer journey


•Create and continually review scripts for contact centre channels


•Support the Operations Manager to implement new technology and with workforce operations

Requirements:

What you’ll bring to the role:

•Prior work experience gained in a Contact Centre operation and in-depth knowledge of Contact Centre processes and systems


•Prior experience developing and implementing best practice processes from scratch


•Experience in business analysis, reporting and providing insights and recommendations


•Strong attention to detail and analytical skills, including proficiency in modelling and cost/benefit analysis


•Display a high level of initiative, with the ability to drive meaningful and relevant insights from data and effectively communicate to senior leaders


We’ve worked hard to create a culture that will challenge and excite you – and give you the support you need to really go places. Here, everyone’s treated with the respect they deserve. And everyone has the potential to make the most of their skills.

Be a part of something special – get in touch today.

Apply