Scheduling & Delivery Analyst

**Work type**:
Full Time**Location**:
Brisbane**Job type**:
Administration, Customer Service**Applications close**:
**Scheduling & Delivery Analyst**:
**About Virgin Australia Group**

Hello. We’re Virgin Australia. We’re the airline that’s always done things a little different. Our way. The Virgin way. We’re on a mission to make flying better than ‘nice’. And to do that, it takes a team of talented people who are passionate about customer experience, doing the right thing always, with a focus on safety - in the air, on the ground and in our workplaces. A team who values real diversity and inclusion, in a big brand with big ambitions.

**The role**:
Based at our Brisbane HQ, the Scheduling and Delivery Analyst will oversee and manage real-time GCC performance, including agent rostering and day-of-operations communications. The role covers all onshore and offshore departments and lines of business under the Guest Contact Centers' 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 will 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, you will:

- Create and maintain GCC Agent schedules
- Monitor and manage all onshore and offshore agents and skill-based real-time call traffic.
- Manage inbound call answer speed based on performance targets
- Manage agent schedules and daily activity to ensure staffing patterns are aligned with inbound demand
- Ensure 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
- Manage agent overtime and additional hours to budget
- Identify opportunities to increase operational efficiency.

**What you need to be successful**:

- A solid understanding of contact Centre operations, system knowledge (telephony/systems) and call flows
- Strong analytical and problem-solving skills
- Ability to work under pressure and manage multiple tasks simultaneously
- Demonstrated understanding of Contact Centre principles and key metrics
- Experience working in a fast-paced contact centre 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
- The ability to manage multiple tasks and prioritise when required

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

- Discounted flights for you and your loved ones (including $1000 worth of travel credits per year)
- 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 (with a low membership fee) and South Bank Parklands just across the road
- 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.

**When everyone is included, everyone wins**

**Ready to apply?**

We’re ready to hear from you.