Scheduling and Delivery Analyst

4 weeks ago

Brisbane, Queensland, Australia Virgin Australia Full time
About Virgin Australia

We're a dynamic airline that's always pushing the boundaries of customer experience. Our team is passionate about delivering exceptional service, and we're committed to making flying better than 'nice'. We're looking for talented individuals who share our values and are passionate about customer experience, safety, and diversity and inclusion.

The Role

We're seeking a Scheduling and Delivery Analyst to join our team at our Brisbane HQ. As a key member of our Guest Contact Centres team, you'll be responsible for overseeing and managing real-time GCC performance, including agent rostering and day-of-operations communications. You'll work closely with our onshore and offshore departments and lines of business to ensure seamless operations.

Key Responsibilities
  • 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 Succeed
  • 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
Why Join Us?

We're committed to looking after our people, with some of the best benefits and conditions in the industry. You'll enjoy:

  • 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

We're an inclusive employer, and we welcome 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.

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