Get to know us :

Here at Virgin Australia, we have the best talent, doing the best work of their lives with meaning. Our continuous focus on the guest experience is what unites us and sets us apart in our vision to be the world’s most rewarding travel experience.

We are unmistakeable. Unmissable. We are Virgin Australia. Join our team today.

them.

 

Get to know the role  :

The Member Services Contact Centre Specialist is a critical role in the Business Operations and Member Services function of Velocity, responsible for the service level performance and cost management of the Velocity Membership Contact Centre (MCC).  The role is accountable for management reporting and Velocity member insights across the department, as well coordinating the MCC telephony environment operation with internal and external service providers.

The role is also responsible for the day-to-day business relationship with the MCC outsourced business partner, including staff level planning, workload prioritisation, change requests, invoice approval and overall management of the contract deliverables.

This role will include but not be limited to :

• Liaise with various key stakeholders across the Velocity teams on business improvement and technology transformation initiatives ;
• Utilise data to provide insights to the business; “bringing to life” the MCC ;
• Coordination of recruitment and new employee set-up ;
• Coordination of telephony environment changes, including IVR menu design, marketing announcements and agent group design and prioritisation ;
• Provide critical oversight of workforce planning and real-time managemen t;
• Serve as a subject matter expert within the Member Services team to integrate new partners, new processes and new ideas into the MCC; and
• Assist the department head to develop and manage the annual operations plan and budget.

 

Let’s get to know you :

The successful candidate will be able to demonstrate :

• 5 years customer service operations / contact centre leadership experience ;
• Deep and demonstrated knowledge of workforce management frameworks utilised within a contact centre environment ;
• Experience implementing contact centre technology and service enhancements ;
• Commercial acumen with a proven track record of delivering business outcomes and successful vendor management (contracts, performance management, KPIs, etc.) ;
• Experience working in matrixed environments (multiple reporting lines); experience managing remote teams ;
• Prior experience managing outsourced, 3rd party service providers ;
• Knowledge of customer satisfaction / NPS measurement and demonstrated ability to lead improvements ;
• Experience supporting large-scale business transformation initiatives resulting in cost savings and/or customer experience improvements; and
• Ability to exercise good judgement under pressure and whilst building good relationships both internally and externally.

What you’ll get from us :

Let’s be honest – you skipped to the best part, didn’t you?! And why wouldn’t you with these benefits :

• Experience the Virgin Australia Culture which is unlike anything else you have experienced. Become part of an internationally recognised brand that feels like family ;
• See Australia and the world with access to heavily discounted flights for you, your family and friends on Virgin Australia and many of our interline partners. We are extremely proud of our Team Travel program and it won’t take long to realise why ;
• Take advantage of countless industry discounts – Lounge membership, hotels, travel insurance, car hire, tours, retail… the list goes on ;
• Work in an environment that encourages rewarding their team through various employee recognition programs ;
• The sky is the limit when it comes to career development, feel encouraged to diversify your skills and experience with access to internal vacancies ;
• Improve your Mind, Body and Soul with access to discounted fitness programs. We also offer discounted Corporate Health Insurance through multiple partners to suit your individual lifestyle ;
• Be one of Skytrax’s Best Airline and Airline Staff in Australia/Pacific for 2017 .

 

Ready to spread your wings :

Boarding for this opportunity won’t last long – register your interest today by submitting an application via the link below.

If you experience turbulence with the application form.

 

Diversity :

Virgin Australia is an equal opportunity employer and is committed to creating an inclusive culture and supportive environment for our people. We believe diversity in our workforce strengthens our business and we welcome applications from Indigenous Australians, people with disability, people from diverse cultural and linguistic backgrounds, mature age workers and lesbian, gay, bisexual, transgender and intersex (LGBTI) people.