Kia ora! After recently being voted as New Zealand's most attractive employer, Air New Zealand is continually capturing the world's attention for its great culture, outstanding customer service and innovations that are truly cutting edge. Grow your passion & reach your full potential, with the support of our whanau!About the roleThe purpose of a Customer Contact Optimisation Specialist is to support the smooth running of the Korulink (AWS) platform to meet the needs of end users including Team Leaders, Workforce teams and Consultants. You will actively contribute to the achievement of key results by overseeing and managing call and digital omni-channel contact flow design. This involves working with our digital partners and relevant business partners to ensure an efficient and effective seamless experience. Key Responsibilities:Use analytical and critical thinking skills to identify contact flow improvements to enhance the customer experience and improve efficiency.Maintain contact flow design across all customer channels, ensuring fit for purpose for strategic outcomesIdentify contact trends and opportunities for volume reduction, and solution enhancements to deflect volumeConsider change impacts for end users, ensuring change management meets their needsBe a key relationship holder between the Customer Care Delivery Units and technology vendorsSkills: Solid understanding of contact centre operations, including knowledge of industry best practices, metrics and key performanceAn understanding of contact centre operations, including call routing, IVR systems and customer service best practicesExperience in design, develop and implement solutions to business issues to facilitate improvements in efficiency, functionality, cost efficiency and performance of business systems and processesAbility to prioritize tasks and manage time effectively, especially in a fast-paced environment Understanding and empathizing with the needs and pain points of both the customers and the contact centre agents is essential for making improvementsMandatory Requirements: Minimum 5 years experience within a contact centre environment at a leadership levelMinimum 3 years experience working directly with technical contact centre systems, and telephony systems an advantage.Experience with digital customer support and the variances in work delivery and management.Why Air New Zealand?Unique staff travel benefits - Our people enjoy generous travel discounts on all Air New Zealand flights and can access standby travel on lots of other international airlines. Staff Travel can be shared with friends and family too. Growth and development opportunities - We want everyone to reach their full potential. The way we work means people learn and grow faster while making a greater impact for our customers and people. Health and wellbeing support - We care about the wellbeing of our people and aim to support the mental and physical wellbeing of everyone, no matter whether they're struggling and not at their best, just going ok or thriving. Our Wellbeing Hub is a great source of wellbeing information, tools and resources, and we also have our Employee Assistance Programme (EAP), Peer Support networks and other support offerings for our people D&I statement and Maori proverb At Air New Zealand, we are proudly committed to diversity, equity and inclusion and believe in creating a truly inclusive workplace where everyone can be themselves and thrive. Our people are our greatest asset – because while everything else we do in our operation can be replicated by our competitors, it is our people that truly set us apart. We are firm believers in celebrating the differences and diversity of thought our people bring to their roles. Whaia te pae tawhiti kia tata. Ko te pae tata whakamaua, kia tina. "Seek to bring distant horizons closer. Once near, seize them and make them your reality." At Air New Zealand, we are proudly committed to diversity, equity and inclusion and believe in creating a truly inclusive workplace where everyone can be themselves and thrive. Our people are our greatest asset – because while everything else we do in our operation can be replicated by our competitors, it is our people that truly set us apart. We are firm believers in celebrating the differences and diversity of thought our people bring to their roles. We encourage candidates from diverse backgrounds, including those with a disability, additional health and mental health needs, and/or are neurodiverse to apply for our roles. If you have encountered any accessibility barriers and require further information or reasonable accommodations to our recruitment process, please reach out to the recruiter listed on this job advert so they are able to support you to freely participate equitably in our recruitment and selection process. Whaia te pae tawhiti kia tata. Ko te pae tata whakamaua, kia tina. "Seek to bring distant horizons closer. Once near, seize them and make them your reality."
