Product Optimisation Lead, Contact Centre Ops (Hybrid)

Virgin Australia Group; Brisbane; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Discounted flights for you and your de

Flexible hybrid work style

Brisbane head office location near Sth

Discounts on travel insurance, lounge,

Wellbeing support and counselling

Dress for Your Day

Job summary

Virgin Australia Group is seeking a Product Optimisation Lead to drive platform and workflow improvements across our Customer Operations contact centres, including offshore teams. You will shape requirements for queues, routing, IVR and messaging, using data to identify opportunities and build business cases.

Working with Technology, Digital, Workforce Planning and vendors, you will deliver practical changes that enhance customer experience, reduce frontline effort and cost to serve, while

Qualifications

• Significant experience optimising contact centre technology and workflows in high-volume environments.
• Hands-on experience with contact centre platforms (Genesys Cloud, Salesforce) including queue, routing, IVR and messaging design.
• Proven track record delivering platform improvements with measurable business benefits.

Responsibilities

• Lead optimisation of platforms and servicing workflows across Customer Operations contact centres, including offshore teams, and translate priorities into a sequenced roadmap.
• Define operational requirements for queues, routing, voice menus and messaging flows; build business cases and track improvements in customer effort and cost to serve.

Skills

Contact centre optimisation

Genesys Cloud

Salesforce

IVR design

Data-driven improvements

Excel/Power BI/SQL

Roadmapping

Stakeholder collaboration

Education

Tertiary qualification in Business/Information Systems/Engineering or related discipline

Tools

Genesys Cloud

Salesforce

Power BI

SQL

Job description

Virgin Australia Group is seeking a Product Optimisation Lead to drive platform and workflow improvements across our Customer Operations contact centres, including offshore teams. You will shape requirements for queues, routing, IVR and messaging, using data to identify opportunities and build business cases.

Working with Technology, Digital, Workforce Planning and vendors, you will deliver practical changes that enhance customer experience, reduce frontline effort and cost to serve, while