Product Optimisation Lead: Contact Centre AI & Automation

Virgin Australia; Brisbane; Híbrido; AUD 130 000 - 170 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Discounted flights

Hybrid work

South Bank head office location

Travel discounts

Counselling and wellbeing app

Dress for Your Day

Resumo da oferta

Virgin Australia is looking for a Product Optimisation Lead to drive the optimisation of customer operations platforms across our contact centres, including offshore teams. You’ll translate priorities into a roadmap that supports messaging, AI-enabled service and automation, while improving experiences for guests, members and colleagues.

You’ll own requirements for queues, routing, IVR and messaging flows, using data to build business cases and partnering with Technology, Digital, Workforce

Qualificações

• Experience in optimizing contact centre tech in a high-volume service environment.
• Hands-on with Genesys Cloud and Salesforce; IVR and messaging flows.
• Proven track record delivering platform improvements with measurable benefits.
• Proficient using Excel/Power BI/SQL for data analysis.
• Ter tiary qualification in Business/IS/Engineering; Lean Six Sigma or Agile certifications valued.

Responsabilidades

• Lead the optimisation of customer operations platforms across contact centres and offshore teams.
• Translate operational problems into clear requirements and prioritised roadmaps.
• Drive data-informed opportunities and build business cases to improve customer effort and cost-to-serve.
• Collaborate with Operations, Technology, Digital, Workforce Planning and vendors to implement changes.

Conhecimentos

Contact centre optimization

Genesys Cloud

Salesforce

IVR design

Data analysis

Excel

Power BI

SQL

Stakeholder collaboration

Formação académica

Tertiary qualification in Business/IS/Engineering

Ferramentas

Genesys Cloud

Salesforce

Excel

Power BI

SQL

Descrição da oferta de emprego

Virgin Australia is looking for a Product Optimisation Lead to drive the optimisation of customer operations platforms across our contact centres, including offshore teams. You’ll translate priorities into a roadmap that supports messaging, AI-enabled service and automation, while improving experiences for guests, members and colleagues.

You’ll own requirements for queues, routing, IVR and messaging flows, using data to build business cases and partnering with Technology, Digital, Workforce