Job Description

About the Opportunity
The purpose of this role is to map, evaluate, redesign and on-train processes used by the Global Contact Centre Teams for all supported regions.
Primary Responsibilities
Gather data to compile reporting across Customer Relations, Write Offs, QA, etc, providing insights on trends, opportunities and threats
Complete QA across all channels, attend weekly calibration with onshore and offshore QA and operational leads
Act as a Subject Matter Expert, ensuring 100% understanding of end-to-end Retail (Sales and Service) and Online post booking support processes and products to support all regions
Write process documentation – mapping, evaluation and redesign processes used by Contact Centre team for all supported regions
Roll-out new products and processes
Upskill leadership through coaching, including offshore operations leads
Create monthly “refresher” content for agents
Ensure all Standard Operating Procedures (SOP) are documented accurately
Increase efficiency, agent skills and overall service offering of the Contact Centre teams for all supported nation enquiries
Maintain Knowledge Management System of all supported regions’ processes
Liaise with key supported regional contacts to receive clear communication regarding any procedural or system updates
Update clue cards and resources for all supported nations’ processes and workflows
Ability to assist with Global Leisure Customer Care calls when required in order to remain updated with processes and systems
About You
Minimum 3 years’ experience in an operational role or customer care in Website or Retail environments
Minimum 3 years’ experience as Business Analyst and Training
Cert IV in Training and Assessment is desirable
Extensive operational and technical knowledge of Sabre and Amadeus
Detailed knowledge of complete end-to-end workflows for all Flight centre Travel Group processes of the supported nations
Thorough understanding of Global Airfare models and experience in UK Flight Centre markets
In reward for your commitment and performance you will receive:
Generous remuneration package of $75 k plus superannuation
Global career opportunities in a network of brands 
We embrace a hybrid workplace with work from home and office options available
Travel discounts on flights, hotels and insurance for you, your family and friends
Discounted financial and health services