Reporting Analyst

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

Benefits offered by this job

Discounted flights for you and your wh

Hybrid work style

Wellbeing support program

Job summary

Virgin Australia Group is seeking a data and reporting professional to support our Customer Operations Contact Centres. You will work with Genesys data, Power BI and Excel to provide accurate performance insights across onshore and offshore operations.

You’ll prepare daily to monthly reports, validate data definitions, and build dashboards to illustrate service levels, workload, and customer outcomes. A hybrid work style and travel discounts are offered.

Qualifications

• Experience in creating and maintaining frontline performance reports for contact centres.
• Experience extracting, validating and interpreting Genesys data.
• Proficiency with Power BI dashboards and Excel reporting.
• Understanding of service levels, handling time, occupancy, adherence, quality and customer satisfaction across channels.
• Attention to data definitions, calculations and stamping out discrepancies.

Responsibilities

• Prepare and maintain daily, weekly and monthly reports and scorecards for service, workforce and quality.
• Extract, reconcile and validate Genesys and other operational data; investigate discrepancies.
• Build and update Power BI dashboards and Excel reports to improve repeatability and reduce manual effort.
• Analyze trends and variances in service levels and workload; communicate findings to the CoE Lead.
• Track baselines, channel mix, transfers and customer outcomes; collaborate with Product Optimisation and Customer Advocacy.
• Collaborate with the Workforce Optimisation Analyst and other teams to clarify reporting needs.

Skills

Contact centre reporting

Analytical thinking

Attention to detail

Communication and storytelling

Education

Secondary education or equivalent

Tools

Power BI

Excel

Genesys

Job description

We’re the airline that dares to be different, bold, down-to-earth and built around giving our guests real choice. Safety is our backbone, service is our heartbeat, and our people are our superpower.

At Virgin Australia, we’re on a mission to be Australia’s most loved airline, for our people, our guests and our owners and we’re looking for passionate talent to help take us even higher.

We’re vibrant, authentic and unapologetically human. Here, you can bring your whole self, your Virgin Flair and your ambition to a team that champions individuality, innovation and a whole lot of heart. If you’re excited by meaningful work, real opportunities to grow, and a culture where you can genuinely make a difference, you’ll feel right at home with us

What you’ll be doing and your impact:

Our ambition is to be Australia’s most loved airline and loyalty program, creating experiences our guests, members and people love. Reporting to the Centre of Excellence (CoE) Lead, Workforce Optimisation, you’ll provide accurate reporting and practical performance insights across our Customer Operations Contact Centres.

In this new analyst role, you’ll use Genesys data, Power BI and Excel to help leaders understand service, workforce and customer outcomes across onshore and offshore operations. Your work will support consistent measures and show how changes to messaging, automation and AI-enabled service are affecting performance and the experience of our guests and members.

In this role, you’ll:

• Prepare and maintain daily, weekly and monthly reports and scorecards for service, workforce and quality performance, following agreed measures and reporting standards.
• Extract, reconcile and validate Genesys and other operational data, investigate discrepancies and document definitions so results can be trusted and compared.
• Build and update Power BI dashboards and Excel reports, improving repeatability and reducing manual effort through tested automation.
• Analyse trends and variances in service levels, workload and productivity, explaining drivers and highlighting risks and improvement opportunities to the CoE Lead.
• Help establish baselines and track channel mix, transfers, repeat contacts and customer outcomes, working with Product Optimisation and Customer Advocacy to assess service changes.
• Work alongside the Workforce Optimisation Analyst on workforce insights, and with operational and quality teams to clarify reporting needs and communicate findings in plain language.

You’ll be great in this role if you:

• Have practical contact centre reporting experience, creating and maintaining performance reports for operational teams.
• Bring hands‑on experience extracting, validating and interpreting Genesys contact centre data. This expertise is essential.
• Use Power BI and advanced Excel confidently to prepare data, build dashboards and produce accurate, repeatable reporting.
• Understand contact centre measures such as service level, handling time, occupancy, adherence, quality and customer satisfaction, and how these differ across voice and digital channels.
• Pay close attention to detail, investigate data discrepancies and document reporting definitions, calculations and assumptions.
• Can explain findings clearly, translate stakeholder needs into useful reports and manage recurring deadlines alongside requests for analysis.
• Have completed secondary education or equivalent. Further study in business or analytics, airline operations knowledge and experience with AI-enabled reporting tools are highly regarded.

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):

• Discounted flights for you and your loved ones (including $1000 worth of travel credits per year)
• A flexible, hybrid work style. Work from home or the office, adapt your location to suit your style and needs
• One of Brisbane’s most admired head office locations, with South Bank train station, a supermarket, pharmacy, and lunch options downstairs plus a 5-minute walk to the Busway, a rooftop restaurant and onsite gym (with a low membership fee) and South Bank Parklands just across the road
• Discounts on travel insurance, lounge membership, car hire, accommodation, and experiences worldwide
• Cheaper hospitality, retail, technology, beauty and wellness services
• Free counselling and access to a wellbeing app to support your physical, mental, social and financial health
• ‘Dress for Your Day’ – enjoy the freedom to wear whatever makes you feel great for the type of work you do and the day you have ahead of you.

When everyone is included, everyone wins:

We’re all individuals. And we love that. That’s why we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, our friends in the LGBTQI+ community, and anyone else who wants to join our family.