Manager, Member Contact Centre

**WORK TYPE**:
Full Time

**LOCATION**:
Sydney

**JOB TYPE**:
Velocity Frequent Flyer, Customer Experience & Product

**APPLICATIONS CLOSE**:
**Manager, Member Contact Centre**:
Hello. We’re Velocity Frequent Flyer, loyalty program of Virgin Australia. And we’re back (in a big way).

With a year of ups and downs behind us all, we’re now ramping things up. Looking for new, come-as-you-are team members to join our fast-growing squad, responsible for rebuilding Virgin Australia’s loyalty program, currently 11 million members strong, and counting. That’s half of Australia

If successful, you’ll be able to shout from the rooftops that millions of Australians have you and your team to thank for stacking up their Points and making getting back up in the air even more exciting.

No matter our role - we are united by our ambition to be the most loved airline in Australia, and always go one step further for our customers, colleagues and our wider community.

The Member Services Contact Centre Manager is a critical leadership role in the Business Operations and Member Services function of Velocity, responsible for the overall day-to-day management of the Velocity Membership Contact Centre (MCC), including service level performance and efficiency measures.

**Who we’re looking for**:
A high preforming Contact Centre Leader with a proven track record of successfully driving process improvement and efficiencies, starting with compiling a full program of work right through to execution.

**What you’ll be doing**:
This role is part of the overall Velocity Business Operations and Member Services leadership team and will be expected to effectively collaborate with colleagues and other Velocity and Virgin Australia team members to continue our transformation and business growth journey. A critical function of this leadership role is the ongoing support and development of team members (both on-shore and off-shore), capability and capacity management and the continued focus of developing a highly effective and engaged team.

**You’ll be great in this role if you**:

- Have 5+ years experience managing a large contact centre, including on-shore and off-shore operations
- Come with experience leading large business transformation initiatives, resulting in cost savings and/or customer service improvements f
- Have demonstrated experience implementing end-to-end service enhancements in a contact centre environment
- Highly developed people leadership skills and a proven ability to drive employee engagement
- Are confident, and have proven success, working with multiple internal and external stakeholder groups including Executive level
- Have a high level of commercial acumen with a proven track record of delivering successful business outcomes
- Ability to self-prioritise activities in a fast-paced environment
- Have demonstrated negotiation and influencing skills
- Demonstrated knowledge of workforce management frameworks utilised within a contact centre environment
- Possess knowledge of customer satisfaction and NPS measurement and demonstrated ability to lead improvements
- Have Executive level presentation skills (desirable)
- Come with previous experience writing investment requests, business case development and ROI analysis (desirable)
- Understanding of Loyalty programs and concepts, including CRM and loyalty management platforms (desirable)
- Current and future direction of contact centre technology platforms (desirable)

**What you’ll get from us**

We’re committed to looking after you, with some of the best benefits and conditions in the industry - including (but not limited to):

- Heavily discounted air travel for you and your loved ones (including $1000 worth of travel credits per year)
- Flexible working arrangements (including work hours and work from home)
- Discounts on travel insurance, car hire, accommodation and experiences worldwide
- Discounted Virgin Australia Lounge membership
- Hospitality, retail, technology, beauty services and wellness discounts
- Wellness support, including the _betterme_ digital wellbeing platform
- 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 is appropriate for the type of work you do and the day you have ahead of you

**Equality rules**

**COVID-19**

The safety and security of our people, guests and operations come first. Always. That’s why we’ve put together a comprehensive ‘Mandatory COVID-19 Vaccination Policy’. In a nutshell, to work with us, you’ll need to comply with our (and the airport’s) rules and regulations. And be fully vaxxed.

**Ready to apply? **We’re ready to hear from you.