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

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 support accurate forecasting and practical workforce plans across our Customer Operations Contact Centres.

In this new analyst role, you'll use Genesys and workforce data to help match capacity and skills to customer demand across onshore and offshore operations. As we expand messaging, automation and AI-enabled service, your analysis will help the CoE Lead and operational teams make informed resourcing decisions that balance service, cost and sustainable workloads.

In this role, you'll:

• Prepare and update short-, medium- and long-term forecasts across voice, messaging and other contact channels, using historical trends, seasonal patterns and planned changes.
• Maintain capacity and skills models, accounting for recruitment, leave, training and other time away from customer contacts to support resourcing recommendations.
• Use Genesys workforce management tools to prepare and review schedules, identify coverage and adherence risks, and support operational teams responding to changes in demand.
• Model how messaging growth, automation and AI affect workload and staffing needs, document assumptions and compare forecasts with actual results.
• Work with onshore leaders, offshore planning teams, Learning and Product Optimisation to reflect service changes, training needs and disruption scenarios in workforce plans.
• Work alongside the Reporting Analyst to track forecast accuracy and staffing variances, explain risks and recommend adjustments to the CoE Lead.

You'll be great in this role if you:

• Have practical contact centre workforce planning experience, preparing forecasts, capacity plans and schedules across voice and digital channels.
• Bring hands-on Genesys workforce management experience, including forecasting and scheduling. This expertise is essential.
• Understand service levels, shrinkage, occupancy, schedule adherence and rostering requirements, including how concurrent and asynchronous messaging affect workload.
• Have strong analytical skills, advanced Excel capability and experience using Power BI to check data, compare scenarios and explain planning assumptions.
• Can turn analysis into clear recommendations, manage competing deadlines and communicate effectively with operational and planning teams across locations.
• Work carefully with data, question unexpected results and seek guidance or elevate risks when assumptions or service requirements change.
• Have completed secondary education or equivalent. Further study in business or analytics, airline operations knowledge and experience with AI-enabled workforce 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.