Hello. We’re Virgin Australia. And we’re back (in a big way). 

We’re the airline that’s always done things a little different. Our way. The Virgin way. For us, flying is so much more than simply taking off and landing (although we understand that is quite important). It’s about going the extra mile, in the air and on the ground, to create authentic experiences that put our guests firmly at the heart of everything we do.

The role

The objective of the GCC (Guest Contact Centre) Systems Advisor role is to offer subject matter expertise and coordination of GCC system change elements across a broad range of projects and improvement initiatives with a focus on business objectives. This includes all onshore and offshore departments and lines of business under the Guest Contact Centres remit.

Key Accountabilities

• Coordinate troubleshooting and maintenance of systems used by frontline agents and support in the GCC (Guest Contact Centre).
• Assess and act on agent feedback on system issues and performance.
• Identify system and related process improvement opportunities to increase Agent engagement.
• Communicate with front line team members (GCC Voice and chat agents) to maintain up to date knowledge of call drivers, product, process, and systems information.
• Ensure GCC systems and technology usage are aligned with Customer Experience objectives
• Ensure GCC Agent system usage practices are optimised/updated as new initiatives and products are introduced
• Create and maintain GCC system related processes and procedures to optimise operational efficiency
• Identify opportunities for improvement to systems that will result in efficiency gain without compromising customer experience and agent engagement 
• Identify opportunities to maximise revenue through systems

Key Requirements

• Experience working in Contact Centre or other large-scale operational environment 
• Process mapping and documentation experience
• Understanding of Contact Centre structure and key systems and technology
• Strong communication – verbal and written
• Ability to analyse and quantify improvement opportunities
• Accuracy/attention to detail
• Contact Centre operational and system knowledge (telephony/systems) 
• Experience in dealing with offshore providers/vendors
• Some Airline experience 

Ready to apply?

We’re ready to hear from you. Apply now.