Our successful candidate will be crucial in driving Flight Centre Brand's lead and channel strategy, connecting customers with the best experts for their needs. Your focus will be on enhancing the customer experience across telephony and web channels, leading to increased conversion opportunities.
As a Lead and Channeling Specialist, you will manage projects and support strategic initiatives to optimise customer experience and operational efficiency. Our ideal candidate will work closely with the Business to plan, document, and execute channel strategies that align with Flight Centre’s goals, aiming to boost conversion rates, improve handle times, and reduce response time.
Please note this is a parental leave cover role, and is a fixed term contract.
Your Responsibilities:
- Understand channeling principles and best practice to inform strategic decision-making assisting with the development of the global channeling strategy
- Monitor and identify strategies to optimise channel performance, reduce abandonment rates and increase customer retention and
conversion
- Analyse data and metrics to evaluate the effectiveness of past, current and proposed channel strategies
- Work with the team to design, standardise and coordinate customer channel experiences (individual telephony and/or web leads or
omnichannel)
- Promote and ensure compliance with telephony and voice communication regulations and standards
- Collaborate and support the team to implement new/adjusted call flow treatments
- Advocate for the adoption of innovative technology methods to maximise available technologies
- Implement best practices for scripting, enquiry handling and interaction design to enhance customer satisfaction
- Identify opportunities for internal process improvement and optimisation
- Promote a culture of continuous learning and improvement
- Support team’s workload of day-to-day operational requirements when required, including but not limited to Google My Business requests, store operating hour changes, staff movements, skilling and BAU reporting
Who you are:
- Genesys experience (desired)
- Tertiary level or equivalent in Project Management
- Proven experience in voice and/or enquiry management systems
- Excellent analytical and problem-solving skills, with the ability to interpret data and metrics to drive decision-making
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organisation
- Proficiency in enquiry channelling design and experience with voice analytics is a plus
- Experience with CRM systems, contact centre software, and integration tools is preferred
- Strong understanding of voice technologies, including IVR systems, voice analytics, voicebot, chatbot and telephony protocols
- Knowledge of industry trends and best practices
- Adaptability and flexibility to embrace new technologies and - Implement best practices for scripting, enquiry handling and interaction design to enhance customer satisfaction
- Identify opportunities for internal process improvement and optimisation
- Promote a culture of continuous learning and improvement
- Support team’s workload of day-to-day operational requirements when required, including but not limited to Google My Business requests, store operating hour changes, staff movements, skilling and BAU reporting
What you'll Enjoy:
🙋🏾♀️Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Lt
🎉Development: Individualised Learning & Development pathway options
🏆Exclusive Staff Discounts: Accessible via our employee-only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more
🌏Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance and more
💎Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within
🥦Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym
🌞Mental Health: Support and Employee Assistance Program for staff and family
🎉Social: Regular awards nights, social team-building and industry events, with the opportunity to attend global conferences (Los Angeles in 2025)
🙏🏼 Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave
💚Sustainability: The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment
Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies. Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes.
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