Customer Contact Comms Senior Analyst-Voice

Skill required: Omnichannel - Customer Service


Designation: Customer Contact Comms Senior Analyst


Qualifications:Any Graduation


Years of Experience:5 to 8 years


What would you do The HR Service Delivery Senior Analyst operates within a contact center environment, delivering high-quality HR support to employees across the airline organization. The role focuses on managing high-volume HR queries, supporting employee lifecycle transactions, and ensuring compliance with local regulations. The individual ensures exceptional employee experience through efficient query resolution, adherence to SLAs, and continuous improvement within HR helpdesk supporting airline operations.


What are we looking for

Strong experience in HR contact center / shared services environment with understanding of SLA/KPI-driven delivery (AHT, FCR, CSAT)

Knowledge of Australian employment regulations (Fair Work Act, Awards, EBAs)

Familiarity with airline workforce dynamics (crew operations, shift patterns, fatigue management basics)

Experience with HRIS systems (Workday, SAP, SuccessFactors) and case management tools (ServiceNow, Zendesk, etc.)

Excellent communication and call handling skills with strong customer focus

Ability to manage high-volume, time-sensitive queries with accuracy and empathy

Strong stakeholder handling across contact center teams, HR, and airline operations

Analytical mindset to interpret query trends, escalation patterns, and service metrics

Understanding of data privacy and handling sensitive employee information in Australia

Graduate in any discipline
"

Relevant years of experience in HR Service Delivery / HR contact center / shared services

Experience in high-volume, SLA-driven environments

Exposure to airline, aviation, or large operations-driven industries preferred"


Roles and Responsibilities:

Handle high-volume HR queries via contact center channels (calls, chat, portal) for airline employees (crew, ground staff, engineering)

Deliver HR support aligned to strict SLAs and KPIs (AHT, FCR, CSAT) in a fast-paced environment

Manage employee lifecycle queries (onboarding, payroll, leave, contracts) in a shift-based, unionized workforce

Support HR operations during IRROPS (flight disruptions, delays, crew shortages) ensuring rapid query resolution

Ensure compliance with Australia Fair Work Act, Modern Awards, EBAs, and airline-specific HR policies

Maintain accuracy in HR systems and update cases within ticketing / case management tools

Collaborate with HRBPs and operations teams to resolve complex/escalated cases

Identify trends in employee queries and drive process improvements and knowledge base enhancements

Ensure adherence to contact center quality standards, call audits, and compliance checks

"Must be open to Australian shift timings:
(9 am to 5 pm) Australian time"


Qualification Any Graduation