Contact Centre Performance Manager

4 weeks ago

Melbourne, Australia Jetstar Full time

**Company Description** About Jetstar**

We’re Jetstar. You may know us for our famous low fares, but did you also know that we’ve flown more than 400 million customers since we launched in Australia in 2004? In fact, each week we operate around 3,000 flights to nearly 40 destinations across Australia, New Zealand, Asia and the Pacific. And we're not just an Australian airline either - the Jetstar Group also includes Jetstar Asia and Jetstar Japan, and is one of the largest low-cost airline groups in Asia Pacific by revenue. As a group, we operate a fleet of more than 115 aircraft, including the Airbus A320 family and Boeing 787-8s. Every day we enable more people to takeoff to more places, more often.
- ** Access to great employee benefits, including staff travel**:

- ** Exciting role with international exposure**:

- ** 12 month Fixed Term Contract based in Melbourne**

If you’ve ever thought about a career in aviation — now is the perfect time to take off with Jetstar We are undertaking one of the biggest recruitment campaigns in our 19-year-history. Join us during an exciting period as we welcome more state-of-the-art aircraft, launch new international routes and continue our mission to help more people take off through low fares.

The Customer team is responsible for the support and management of Jetstar’s customers flying in all our regions. The Contact Centre Operations team manages our Contact Centres and supporting and direct the handling of millions of enquiries a year.

We currently have an opportunity for a commercially driven individual to join our Customer Team as a **Manager - Sales, Revenue and Support**based at our office in Melbourne, Australia. In this role you will be responsible for outcomes in Jetstar’s Customer (Contact Centre) Operations team focussed on the performance of Jetstar’s Sales and Revenue generation call centre agents, project leadership/support, continuous improvement and budget/cost management.

You will lead teams to maximise revenue opportunities at appropriate touch points whilst ensuring an efficient cost per contact and lead/work on projects as well as innovating to develop continuous improvement in these environments. Additionally, you will work with the Customer Operations team to improve general performance whilst supporting the Senior Manager to control costs.

**Key responsibilities of this role include**:

- Communicate targets and performance progress with contact centre teams to ensure that there is clarity on the vision, strategies and buy-in to the direction
- Own and drive the performance of Sales and Revenue KPIs - Grade of Service, Agent Satisfaction, Revenue, Conversion
- Identify other key metrics to drive better commercial outcomes and customer outcomes.
- Ensure accurate reporting in place to measure and monitor Sales related KPIs. Lead a culture of customer centricity, continuous improvement and operational excellence
- Engage with other customer teams to drive new and innovative method to reach and exceed targets
- Supporting Jetstar colleagues to successfully deliver business improvement initiatives within our customer contact centres
- Working with business area/operational areas to drive continuous improvement with relevant teams using Customer feedback and contact centre data as a trigger
- Develop reports and deep dive into data to uncover trends, opportunities and decide on the best methods to exact the best performance
- Work with Training & Knowledge colleagues to ensure all staff are Sales trained and prepared for all relevant changes to Jetstar products and policies.
- Work with the Performance Managers, who own the overall relationships with the vendors to ensure that there is an agreed approach to managing the relationship to achieve share Customer goals

**To be considered for this role you will have**:

- 5+years demonstrated experience in successfully managing within a call centres/sales environment
- Proven experience in motivating high performing teams, influencing and collaborating across all levels of the organisation to achieve outcomes, underpinned by strong interpersonal and communication skills
- Experience working with Outsourced Contact Centres in a shared responsibility environment
- Excellent communication and teamwork skills
- Time management and organisational abilities
- Ability to work on multiple projects simultaneously and with mínimal supervision
- Available for occasional international duty travel

**Applications close: 11.59pm Sunday 12th January**

**_ About Jetstar_**
- The Jetstar Group has airlines in Australia, New Zealand, Singapore and Japan. Launch in 2004, we have grown from a team of 700 to 7,600 and have flown more than 250 million passengers. Collectively we now offer more than 5000 flights a week to more than 85 destinations in 17 countries and territories across the Asia Pacific region, with a fleet of more than 130 aircraft. _
**_Our Culture_**
- Jetstar is alive with a sense of adventure. Day

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