AddressAbout Virgin Australia Group
Hello. We’re Virgin Australia. We’re the airline that’s always done things a little different. Our way. The Virgin way. We’re on a mission to make flying better than ‘nice’. And to do that, it takes a team of talented people who are passionate about customer experience, doing the right thing always, with a focus on safety – in the air, on the ground and in our workplaces. A team who values real diversity and inclusion, in a big brand with big ambitions.
The role:
Based at our Brisbane HQ, the Scheduling and Delivery Analyst will oversee and manage real-time GCC performance, including agent rostering and day-of-operations communications. The role covers all onshore and offshore departments and lines of business under the Guest Contact Centers' remit.
The GCC operates from 6:00 am to 7:00 pm, Monday through Friday, and from 7:00 am to 6:00 pm on weekends. You will need to be flexible to work an 8-hour shift within these operational hours from Monday to Friday. Occasionally, weekend and extended hours may also be required.
In addition, you will:
- Create and maintain GCC Agent schedules
- Examine and action changes to agent schedules, leave and shift swap applications
- Monitor and manage all onshore and offshore agents and skill-based real-time call traffic.
- Manage inbound call answer speed based on performance targets
- Manage agent schedules and daily activity to ensure staffing patterns are aligned with inbound demand
- Ensure proactive and reactive management of recognised degradation to service level performance including prioritisation of off-phone activity, rebalancing of workforce to call demand and activation of IVR messaging when required
- Manage agent overtime and additional hours to budget
- Identify opportunities to increase operational efficiency.
What you need to be successful:
- A solid understanding of contact Centre operations, system knowledge (telephony/systems) and call flows
- Strong analytical and problem-solving skills
- Ability to work under pressure and manage multiple tasks simultaneously
- Demonstrated understanding of Contact Centre principles and key metrics
- Experience working in a fast-paced contact centre environment
- Strong verbal and written communication skills
- High attention to detail, with the ability to be accurate within a dynamic fast-paced environment
- Intermediate Excel
- The ability to manage multiple tasks and prioritise when required
We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):
- Discounted flights for you and your loved ones (including $1000 worth of travel credits per year)
- One of Brisbane’s most admired head office locations, with South Bank train station, a supermarket, pharmacy, and lunch options downstairs plus a 5-minute walk to the Busway, a rooftop restaurant and onsite gym (with a low membership fee) and South Bank Parklands just across the road
- Discounts on travel insurance, lounge membership, car hire, accommodation, and experiences worldwide
- Cheaper hospitality, retail, technology, beauty and wellness services
- A comprehensive Employee Assistance Program, which offers confidential coaching and support from qualified professionals for all aspects of life – physical, mental, social and financial
- ‘Dress for Your Day’ – enjoy the freedom to wear whatever makes you feel great for the type of work you do and the day you have ahead of you.
When everyone is included, everyone wins
We’re all individuals. And we love that. That’s why we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, our friends in the LGBTQI+ community, and anyone else who wants to join our family.
Ready to apply?
We’re ready to hear from you. Apply now.
