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Head of Operations, Guest Contact Centres: Lead the Way in Customer Experience

2 months ago

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

Virgin Australia is seeking a seasoned leader to drive the evolution of our Guest Contact Centres. As the Head of Operations, Guest Contact Centres, you will play a pivotal role in shaping the future of customer experience.

Key Responsibilities
  • Design and lead a high-performing team culture across Guest Contact Centres
  • Lead digital transformation and modernize operations to create exceptional guest experiences
  • Evaluate and evolve operating models to meet business objectives
  • Develop and implement strategies to drive customer satisfaction and loyalty
  • Collaborate with stakeholders to foster a one-team culture and drive business success
Requirements
  • Proven industry leadership experience with a track record of inspiring teams and driving results
  • Successful experience in leading digital transformation in operational or contact centre environments
  • Expertise in building and leading multi-channel contact centres
  • Strong leadership skills with the ability to execute and leverage the capabilities of direct reports
  • Strategic thinker with the ability to introduce innovative ideas and anticipate market changes
  • Deep understanding of commercial drivers for contact centres
About Virgin Australia

Virgin Australia is a dynamic company that values diversity, inclusion, and customer experience. We offer a range of benefits and conditions to support the well-being of our employees, including discounted flights, travel insurance, and access to a wellbeing app.

Why Join Us?

We're committed to creating a workplace that values and supports our employees. If you're a passionate and experienced leader who is dedicated to delivering exceptional customer experiences, we'd love to hear from you.