Workforce Optimisation Analyst – Hybrid & AI-Driven

Virgin Australia Group; Brisbane; Hybrid; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Discount flights for you and family

Hybrid work style

Wellbeing resources and counselling

Dress for Your Day

Location: Brisbane head office access

Job summary

Virgin Australia Group is seeking an analyst to support accurate forecasting and practical workforce plans across our Customer Operations Contact Centres. You’ll use Genesys and workforce data to balance service, cost, and workload across onshore and offshore operations.

You’ll prepare schedules, model demand, and collaborate with teams to reflect changes in workforce plans. A strong Excel/Power BI skillset and aviation industry interest are valued.

Qualifications

• Experience in contact centre workforce planning and forecasting across voice and digital channels.
• Hands-on experience with Genesys workforce management tools for forecasting and scheduling.
• Strong understanding of service levels, occupancy and rostering requirements.

Responsibilities

• Prepare and update short-, medium- and long-term forecasts across channels.
• Maintain capacity and skills models including recruitment and leave.
• Use Genesys tools to prepare schedules and review coverage and adherence risks.
• Model impact of messaging growth, automation and AI on workload and staffing.
• Collaborate with onshore/offshore teams to reflect service changes in workforce plans.
• Track forecast accuracy and explain variances to leadership.

Skills

Forecasting

Capacity planning

Scheduling

Analytical thinking

Communication

Education

Secondary education or equivalent

Business or analytics studies

Airline operations knowledge (nice to have)

Tools

Genesys

Power BI

Excel

Job description

Virgin Australia Group is seeking an analyst to support accurate forecasting and practical workforce plans across our Customer Operations Contact Centres. You’ll use Genesys and workforce data to balance service, cost, and workload across onshore and offshore operations.

You’ll prepare schedules, model demand, and collaborate with teams to reflect changes in workforce plans. A strong Excel/Power BI skillset and aviation industry interest are valued.