Hybrid Aviation Workforce Optimisation Analyst

Virgin Australia; Brisbane; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Discounted flights

Flexible hybrid work style

South Bank head office location

Wellbeing app access

Dress for Your Day

Job summary

Virgin Australia is seeking an analyst to support accurate forecasting and practical workforce plans across Customer Operations Contact Centres. You will work with Genesys and workforce data to align capacity with demand, helping balance service levels, costs and sustainable workloads across onshore and offshore operations.

You will model how messaging growth and automation affect workload, collaborate with onshore and offshore planning teams, and support decision-making with data-driven

Qualifications

• Experience in contact centre forecasting and capacity planning across voice and digital channels.
• Hands-on Genesys workforce management experience, including forecasting and scheduling.
• Strong analytical skills with ability to turn data into clear recommendations.

Responsibilities

• Prepare and update short-, medium- and long-term forecasts for voice and messaging channels.
• Maintain capacity and skills models considering recruitment, leave and training.
• Use Genesys to prepare schedules and identify coverage risks; support operational teams.

Skills

Forecasting

Analytical thinking

Communication

Cross-team collaboration

Education

Secondary education

Tools

Genesys WFM

Power BI

Excel

Job description

Virgin Australia is seeking an analyst to support accurate forecasting and practical workforce plans across Customer Operations Contact Centres. You will work with Genesys and workforce data to align capacity with demand, helping balance service levels, costs and sustainable workloads across onshore and offshore operations.

You will model how messaging growth and automation affect workload, collaborate with onshore and offshore planning teams, and support decision-making with data-driven