Scheduling and Delivery Coordinator

1 month 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 looking for talented individuals to join us on this journey.

The Role

We're seeking a highly skilled Scheduling and Delivery Analyst to join our Brisbane-based team. As a key member of our Guest Contact Center (GCC) operations team, you'll be responsible for overseeing and managing real-time GCC performance, including agent rostering and day-of-operations communications.

Key responsibilities will include:

  • Creating and maintaining GCC Agent schedules
  • Examining and acting on changes to agent schedules, leave, and shift swap applications
  • Monitoring and managing onshore and offshore agents and skill-based real-time call traffic
  • Managing inbound call answer speed based on performance targets
  • Ensuring 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
  • Managing agent overtime and additional hours to budget
  • Identifying opportunities to increase operational efficiency
What You'll Need

To succeed in this role, you'll need:

  • A solid understanding of contact center operations, system knowledge, and call flows
  • Strong analytical and problem-solving skills
  • Ability to work under pressure and manage multiple tasks simultaneously
  • Demonstrated understanding of contact center principles and key metrics
  • Experience working in a fast-paced contact center 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 skills
  • Ability to manage multiple tasks and prioritise when required
What We Offer

We're committed to looking after our employees, with a range of benefits and conditions that include:

  • Discounted flights for you and your loved ones
  • 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
  • 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
Join Our Team

We're an inclusive employer, committed to diversity and inclusion. 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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