Customer Service Operations Process Lead

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

Customer Service Operations Process Lead

Customer Service Operations Process Lead

Reports To:

Senior Customer Service Operations Manager

Function:

Retail

Location:

Melbourne

EC Job Classification

Critical Infrastructure role:

No

Approved By:

Approval Date:

01/2026

01/2026

Last review date:

01/2026

Position Description

Position:

Customer Service Operations Process Lead

Reports To:

Senior Customer Service Operations Manager

Function:

Retail

Location:

Melbourne

EC Job Classification

Team Leader/Specialist

Critical Infrastructure role:

No

Approved By:

General Manager Retail

Approval Date:

01/2026

Position creation date:

01/2026

Last review date:

01/2026

Purpose

The Customer Service Operations Process Lead works closely with the Senior Customer Service Operations Manager and has shared accountability for the delivery of the customer service performance of the Pacific Blue Retail business.

Specifically, the role has direct responsibility for the oversight of the external customer service agents, including cost and budget management, setting of KPIs, performance against KPIs, and ensuring that the outsource partner of the business is representing Pacific Blue in the same way as would be expected internally.

The Performance Lead role also has accountability for supporting the onboarding and training of any members of both the local and outsource service team. Further, the role has direct responsibility for recruitment, training and development of outsource partner agents, as well as monitoring the performance and progress of, and supporting any coaching or training that they may deliver themselves, or others to the internal team.

In busy times for the business, the role will also be expected to ‘step in’ as a senior agent and support the team by taking customer calls directly. It would be expected that this would account for about 20% of the overall time spent in role.

Key Duties and Responsibilities

• With the Team Leader, foster and lead a culture of teamwork and high performance across the internal and outsource partner service teams;
• Direct oversight, and management of the performance of the outsource service agents;
• KPI setting, embedding and delivery within the outsource service team;
• Setting and managing the budget (headcount) with the outsource service partner of Pacific Blue;
• Holding external partner to account on performance against KPIs and contractual obligations;
• Onboarding of all new Agents – internally and through the partner;
• Ongoing training of service Agents – internally and outsource partner;
• Setting and ensuring the delivery of the appropriate operating rhythm with the outsource service partner;
• Working across the Retail Operations team, ensure the appropriate business communications to outsource service team to ensure knowledge as the local teams;
• As required, act as a Senior Agent and take service customer calls;
• Deliver the expected Service performance outcomes of Pacific Blue, including but not limited to:
  • Cost Management
  • Headcount Management (outsource)
    • Call volumes
  • Service levels
  • Call handling time
  • Customer service metrics (such as NPS)
  • Call quality
• Ensure that the Company’s compliance obligations are actively maintained, managed and kept up to date with focus on the compliance obligations allocated to the position title as identified in the Company’s Register of Compliance Obligations

Challenges

• Managing conflicting priorities
• Requirements to manage through influence - and across different, remote locations
• Needing to work cross functionally, with a strong ability to influence
• Required to effectively balance the delivery of service and support to customers ensuring high quality, maintaining compliant operations and meeting the expected outcomes of the business
• Working in a small team, but with the need to recruit support from elsewhere in the business as required

Judgments

• Ability to engage stakeholders in the development and delivery of service outcomes
• Required to effectively balance the delivery of service and support to customers ensuring high quality, maintaining compliant operations and meeting the expected outcomes of the business
• Ability to resolve a range of customer related issues
• Understanding of the energy retail customer lifecycle
• Ability to manage the balance between business, customer and employee needs

Knowledge, experience (including qualification) and skill
Knowledge and Experience

• Minimum 3 years working in Retail energy
• 3 years+ experience in as a Process or Performance Leader or similar role
• Demonstrated experience working in, Contact Centre service teams;
• Willing to accept responsibility, foster accountability and lead by example
• Demonstrated experience in developing and implementing customer facing strategies and processes.
• Experience in managing service level agreements with external suppliers.
• Demonstrated ability to work constructively and collaboratively with internal teams/functions and have a sound understanding of customer service performance management
• Track record of performance against leadership and customer service related KPIs
• Campaign delivery expertise, including tactical and strategic execution of operational activities within all market segments
• Knowledge of regulatory reporting requirements

Skills

• Demonstrated ability to work in an agile and dynamic business culture
• Strong effective self and time management skills
• Exceptional verbal, written and interpersonal communication skills
• Leadership through influence
• Managing external partners
• Problem solving
• Planning & Project Management
• Report writing
• Commercial acumen
• Risk assessment and mitigation
• Excellent stakeholder engagement, and ability to manage via influence
• Ability to think laterally and analytically through complex issues and apply learned knowledge