Operations Leader

7 days ago


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

Virgin Australia is seeking a highly skilled and experienced leader to join our team as an Operations Leader. This is a critical role that will be responsible for leading our Guest Contact Centres, driving customer experience, and ensuring the delivery of exceptional service to our customers.

Key Responsibilities
  • Lead and manage a high-performing team of customer service representatives, ensuring they have the skills and knowledge to deliver exceptional customer experiences.
  • Develop and implement strategies to drive customer satisfaction, loyalty, and retention.
  • Collaborate with cross-functional teams to ensure seamless customer interactions and resolve any issues that may arise.
  • Monitor and analyze customer feedback, identifying areas for improvement and implementing changes to enhance the customer experience.
  • Develop and maintain relationships with key stakeholders, including customers, colleagues, and partners.
  • Stay up-to-date with industry trends and best practices, applying this knowledge to continuously improve customer experience and service delivery.
Requirements
  • Proven experience in a leadership role, with a strong track record of delivering results and driving customer satisfaction.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues, and partners.
  • Strong analytical and problem-solving skills, with the ability to analyze complex data and develop effective solutions.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
  • Knowledge of customer service principles, practices, and standards.
  • Experience with customer relationship management (CRM) systems and other relevant technology.
What We Offer
  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.
  • Recognition and rewards for outstanding performance.

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