Shift and Operations Coordinator

2 weeks ago

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

At Virgin Australia, we're on a mission to make flying better than 'nice'. We believe that when everyone is included, everyone wins. We're committed to fostering a diverse and inclusive workplace culture that values real diversity and inclusion.

The Role

This role offers the perfect opportunity to join our team as a Shift and Operations Coordinator based at our Brisbane HQ. As a key member of our Guest Contact Centres (GCC) operations team, you'll be responsible for overseeing and managing real-time GCC performance, including agent rostering and day-of-operations communications.

You'll cover all onshore and offshore departments and lines of business under the GCC's 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'll 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, your 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 all 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
Your Skills and Qualifications

We're looking for someone with a solid understanding of contact centre operations, system knowledge, and call flows. You should have strong analytical and problem-solving skills, along with the ability to work under pressure and manage multiple tasks simultaneously.

Demonstrated experience working in a fast-paced contact centre environment is essential. You'll also need strong verbal and written communication skills, high attention to detail, and intermediate Excel skills. The ability to manage multiple tasks and prioritise when required is also crucial.

Benefits

We offer a comprehensive range of benefits and conditions, including:

  • Discounted flights for you and your loved ones (including $1000 worth of travel credits per year)
  • A fantastic head office location in Brisbane, with access to public transport, amenities, and entertainment options
  • 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

Estimated salary: $85,000 - $110,000 AUD per annum, depending on experience.

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