Job Summary
In the Process Support role, you’ll succeed by working collaboratively with stakeholders and process owners to assist in developing processes and procedures. Leveraging your high attention and process mapping skills, you will always be on the lookout for inefficiencies and opportunities to improve commercial, operational and customer metrics.About the team
At Belong we are committed to Acknowledging the First Nations Peoples of Australia, as Traditional Owners and Custodians of the land and waters. Australia’s First Peoples are the oldest continuous culture on the planet. We humbly pay respects to their Elders past and present.
We are building a community of people who are encouraged to bring their whole selves to work. In a market characterised by brutal levels of competitive intensity, sameness is the enemy, and difference is a source of competitive advantage. We don’t want you to join just to “fit in”, we want to you to bring your magnificent weirdness to work and Belong. One of the reasons we are interested in you is because we are excited by the impact you might have on our culture.
What you’ll do
As the Business Specialist, you will monitor and drive effective contact centre performance
across all queues and contact types in real time to deliver outstanding customer service and drive
advocacy
You’ll be empowered to implement initiatives to deliver on improved performance, and contribute
significantly to programs of work to drive improvements in contact centre efficiency, stakeholder
management, incident management and process development.
In this role, you will have to ensure that the Belong Contact Centres meet customer expectations through effective real time monitoring and strategies and empower them to deliver on driving customer advocacy through supporting tools and processes. Provide stakeholders accurate and immediate reporting around drivers behind queue performance challenges through regular forums and comprehensive reporting.
Please note: This role works a rotating roster, initially across seven days and will be rostered between the hours of 7am – 11pm AEST, subject to change with operational needs.
Key responsibilities
· Analyse intraday resourcing plans to identify gaps and customer experience risks.
· Ensure mitigation plans are actioned and successful.
· Ensure significant or recurring gaps are escalated to the appropriate stakeholders.
· Create and own daily real time reporting and service level reviews.
· Manage current day performance, drivers, impacts and actions from each channel function to mitigate
· and align performance to expected levels and escalate as required.
· Publish operational reporting to key stakeholders at regular intervals across 7 days/week.
· Identify customer experience risks and trends at high level business unit level and at queue level, and
· implement initiatives as required to deliver on improvements.
· Be agile and take a 'big picture' approach to assess key opportunities to deliver on superior customer service, across a number of complex groups, whilst supporting any specific requirements for each group.
· Own key programs of work and initiatives to deliver on the following streams: Incident Management,
· Business Continuity Management, Stakeholder Capability, Real Time Performance Management,
· Process Development and Governance.
· Propose tactical solutions, queue movements, etc, to drive intraday operational efficiency
· Effectively build networks and manage strong relationships with a broad and varied range of key stakeholders, to deliver on superior service for our customers and to implement initiatives and changes to support this.
· Work and collaborate with colleagues’ cross company to drive change and obtain information
· Excellent communication, external partner and stakeholder engagement
· Design, build and automate, reports and dashboards
What you’ll bring
· Must have leadership experience, effective stakeholder management, reports management
and openness to any sort of challenge.
· 3+ years in customer operations
· 3+ years in real-time management or similar reporting experience
We fully support flexibility and choice at Telstra and what we offer is as unique as you. Will you choose to work from home, in a Telstra workspace, or on the go? A regional location or the CBD? We want you to work where, when, and how you are most engaged, safe, and productive – wherever in Australia that may be. #WFH #Remote #Flexibility
If you're excited about the opportunity to be part of a team, committed to delivering amazing experiences to our customers – this could be the role for you!
If you are looking to take the next step in your career, we want to hear from you!
As part of your application with Telstra, you may receive communications from us on +61 440 135 548 (for job applications in Australia) and +1 (623) 400-7726 (for job applications in the Philippines and India).
When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and disabilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive.
As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application.
We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.
We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information or the application form, and require this in an alternate format, please contact our Talent Acquisition team on DisabilityandAccessibility@team.telstra.com or via the additional contact options found at www.telstra.com.au/careers/diversity-equity-and-inclusion/disability-employment
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