About the Company
Velocity Frequent Flyer is Virgin Australia's award-winning loyalty program, with over 13 million members and counting, offering fast and meaningful rewards from dream holidays and upgrades to retail, fuel and everyday perks.
About the Role
The Member Services Specialist plays a pivotal role within the Velocity Member Services team, supporting the smooth day-to-day operation of the Velocity Membership Contact Centre (MCC), partnering closely with the Leader, Member Services to help manage MCC resources, performance and workforce activity in real time.
Key Responsibilities
- Support real-time management of MCC resources, performance and workforce planning
- Act as a subject matter expert for Velocity program changes that impact the contact centre
- Drive operational efficiencies and continuous improvement to enhance member experience
- Monitor service levels, SLAs and productivity across calls, email and back office functions
- Partner closely with the offshore BPO to ensure performance, compliance and governance standards are met
- Provide insights and reporting to support data-led decision making
- Support change readiness initiatives and cascade updates to frontline teams
- Collaborate with teams across Contact Centres, Digital, IT, Operations and Velocity
Essential Requirements
- 3+ years' experience in a contact centre or customer service operations environment
- Solid understanding of contact centre performance metrics and workforce management principles
- Strong written and verbal communication skills, with the ability to influence a range of stakeholders
- A proactive, improvement-focused mindset with sound judgement under pressure
- Confidence working with third-party service providers
Desirable
- Experience in aviation, travel or loyalty programs
- Exposure to platforms such as Sabre, Amadeus, Salesforce or Genesys
- Experience in large, multi-site or offshore contact centre operations
Benefits
- Heavily discounted air travel, including $1,000 worth of travel credits per year
- Flexible working arrangements, including work hours and work from home
- Discounted Virgin Australia Lounge membership
- A comprehensive Employee Assistance Program
How to Apply
Ready to apply? Submit your application via the Apply button.