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Project Manager Contact Centre Technology and Transformation
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Location: Melbourne
Job type: Permanent
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Sector: IT & Communications
Job Role:
This unique Project Manager role is accountable for delivery of the contact centre footprint strategy, comprising labour, telephony and network solutions; and in supporting Customer Care’s transformation program over the next 3 years. This is a great opportunity for someone who has a contact centre technical or IT background to move to a commercially focused role.
Reporting to Senior Manager, Projects and Programs, your main accountabilities will include:
* Vendor management of Jetstar’s hosted telephony supplier
* Being the key liaison between customer care and IT teams, including PMO
* Lead the transition projects associated with Jetstar’s contact centre footprint
* Defining and delivering governance structure and reporting requirements for each Vendor which add value to Jetstar
* Identifying and recommending (via business case) optimisation opportunities with vendors that align with Jetstar’s transformation strategy
* Holding vendors to account against KPI’s and key deliverables
* Verifying all vendor monthly service costs including penalty application as applicable.
* End to end management of vendor project opportunities once approved from concept, scope, quote, SOW, implementation, UAT and monitoring and reporting
* Managing project budget, and ROI benefit reporting.
* Maintaining regular communications with customer care, customer and strategy, commercial and other airline groups as required around project initiatives and outcomes.
To be successful in this role, you will demonstrate the following skills & experience:
* Experience with contact centre technologies, specifically hosted telephony platforms, and network set up and delivery.
* Experience in transitioning large scale contact centre businesses.
* Experience working with digital touch points such as chat bots, webchat, social media is advantageous
* Ability to apply technology into a business context, educating and upskilling customer care stakeholders.
* Exposure to various project management delivery models such as agile and waterfall is preferred
* Lean Six Sigma Green Belt or above preferred
* Strong communication skills (verbal, written, presentations)
* Solid financial management skills including familiarity with ROI & NPV analysis
* Advanced Microsoft software skills particularly Powerpoint, Project and Excel
About Us
The Jetstar Group has airlines in Australia, New Zealand, Singapore, Japan and Vietnam. Since launch in 2004, we have grown from a team of 700 to 7,600 and have flown more than 200 million passengers. Collectively we now offer more than 4,200 flights a week to more than 80 destinations in 17 countries and territories across the Asia Pacific region, with a fleet of more than 120 aircraft.
Our Culture
Jetstar is alive with a sense of adventure. Day in and day out, our teams search for new places to fly, new ways to add value and new ideas to improve performance. If you love the road less travelled, you’ll love working here because ours is a team who innovate every day, thrive on delivery, support each other and celebrate our successes. You’ll be supported to challenge, anticipate and explore while you work will connect people and enrich lives. We encourage diversity and aim to create an environment where our employees feel valued, respected and enabled.
Our Benefits
Team members have access to heavily discounted fares to destinations all over the world – not only for team members, but for their favourite travel companions too. Our staff travel benefit includes discounts on airfares, accommodation, car hire and travel insurance for both domestic and international travel. Discounts can be used within the Jetstar Group airlines, Qantas and other partner airlines.
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