Customer Service Operations Lead — Process & Performance

Virgin Australia; Geelong; On-site; AUD 110,000 - 140,000; Full time

Job summary

Virgin Australia in Melbourne is seeking a Customer Service Operations Process Lead to drive performance for the Pacific Blue Retail business, overseeing external customer service agents and KPIs.

The role also covers onboarding, training, recruitment of outsource partner agents, and ensuring the outsource partner represents the brand to customers.

In busy periods you may act as a senior agent, supporting calls and maintaining high service standards while managing costs and headcount.

Qualifications

• Minimum 3 years leading process or performance teams.
• Experience in contact centre service teams.
• Strong stakeholder engagement and influence across remote locations.
• Knowledge of regulatory reporting requirements.

Responsibilities

• Oversee outsourced service agents' performance and SLAs.
• Set KPIs and ensure achievement with partner.
• Manage budget and headcount with external partner.
• Onboard and train new agents in both internal and partner teams.
• Step in as a senior agent during busy periods (≈20% of time).
• Coordinate cross-functional communications within Retail Operations.
• Recruit and develop outsource partners' agents.
• Deliver service outcomes: cost, headcount, SLAs, NPS, call quality.
• Ensure compliance obligations are maintained.

Skills

Leadership by influence

Stakeholder engagement

Time management

Communication skills

Process improvement

Job description

Virgin Australia in Melbourne is seeking a Customer Service Operations Process Lead to drive performance for the Pacific Blue Retail business, overseeing external customer service agents and KPIs.

The role also covers onboarding, training, recruitment of outsource partner agents, and ensuring the outsource partner represents the brand to customers.

In busy periods you may act as a senior agent, supporting calls and maintaining high service standards while managing costs and headcount.