Role Summary:

We are looking for a dynamic individual to supervise a pioneer team and assist in building a brand new Contact Centre. This new centre will be delivering a truly premium experience for our highest value consumer customers.

Oversee the overall performance of a team of consultants through coaching and performance feedback to ensure the successful resolution of disputes and queries, as well as leading to a high level of customer satisfaction.

This role reports to the Assistant Centre  Manager.

Key Responsibilities:

• Monitor agent/CET performance to ensue individual KPIs set by Telstra’s directive are achieved consistently.
• Manage the scheduling of agent/CET for effective manpower utilisation of the team.
• Observe and identify above average performers within the team with potential to take on senior positions and groom the select group for progression.
• Conduct weekly one-on-one sessions with agent/CET to track development progress and ensure that information rendered to customer is consistent and accurate.
• Provide performance feedback to consultants who are not delivering on their KPIs, and help them develop action plans to close the performance gaps.
• Monitor action plans to ensure consultants/CETs are delivering according to the agreed plan.
• Provide guidance to consultants who require in-call assistance.                                                                                                                                                                                                                 
• Create constant interaction to provide immediate resolution and corrective actions during and directly after calls to prevent knowledge gaps.
• Investigate prior to taking the call to understand reason for escalation from the agent to prevent repetitive questions.
• Ask appropriate probing/ clarification questions to uncover and understand underlying problems or root causes.
• Provide informative advice and make recommendations using advanced product knowledge and available information to educate and assist customers and resolve their complex needs and requests.
• Exercise discretionary actions to create customer satisfaction through the issuance of credits and waivers within limits of authority.
• Track agent/CET payout (E.g. no incorrect tagging) and ensure that agent/CET is issued the correct payout.
• Provide team with accurate and up-to-date information on Telstra system, product and plan updates and other changes that affect customers.
• Inform and explain new directives from the management about salary, incentives and other reward related information. 
• Report trends on team performance data to management on a daily, weekly and monthly basis

Qualifications:

• Open to TIPI employees.
• At least 3 years of experience working in a supervisory role as a manager/assistant manager in a call-centre environment.
• Passionate about building a call centre and developing new processes.
• Be willing to be “in-the-detail” to help build and develop new ways of working to establish a new standard of contact centre experience for a high value customer segment.
• Embrace working with an agile mindset – being willing to start small and, think big and push the boundaries to set a new standard for service from Telstra.
• Able to deal with ambiguity, and develop a structured approach to deal with it.
• Detail-oriented
• Experience in leadership of multiple teams and work and groups on various processes and procedures;
• Experience in leading and implementing Change Management  process in a high volume and fast paced environment;
• Knowledge of the Telecommunications industry preferable
• Tertiary Business qualifications preferable

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

Be part of something amazing.

We are looking for dynamic and results-driven individuals who can be part of a pioneer team. Help us build a brand new Contact Centre that aims to deliver  a premium and world-class experience to our highly-valued consumer customers.

As a Customer Service Consultant, your aim is to attain high levels of Customer Advocacy. Reporting to a Team Leader, you will be expected to (1) demonstrate high levels of communication to ensure we understand what matters to our customers, resolve their enquiries the first time, and create a connection with them, (2) take accountability by initiating and following up on any administrative procedures to ensure we achieve resolution for our Customers, (3) Comply with internal and external processes and Industry codes and (4) live and breathe the Telstra Purpose and Values

Key Accountabilities:

Understand your role to serve the customers:

• Always practices the customer language (English) in the Advocacy Operations Floor.
• Respond to initial demand accordingly and manage emotional state appropriately by empathizing.
• Ask relevant probing and follow-up questions to better understand issue.
• Conduct initial verification for security purposes appropriately.

Conceive the best solutions.

• Navigate through multiple systems to source relevant information and provide informative options to customers.
• Continue to ask relevant probing questions to provide customers with informed choices.
• Analyse and review customers account in our Telstra systems to help conceive solutions and anticipate future needs of customer based on patterns of usage, the services they have, and recommend suitable plans/products.
• Exhaust all resources to provide customer with best options (e.g. Knowhow, Intranet & SME Support).
• Evaluate the complexity of queries/complaints guided by the Complaint Management Process, and escalate calls to appropriate channels where own limits of authority or technical expertise are exceeded Ensure appropriate handover to person receiving the escalation.
• Upon evaluating the complexity, if we need to hand off to other Telstra areas, ensure it is ALWAYS warm voice transfer and that we hand off 100% clean

Execute solutions accordingly and efficiently:

• Apply appropriate procedures (e.g. Provision/Modification of connections and temporary internet connection, issuing of credits) to initiate response to customer requests/disputes, within limits of authority.
• Assist in processing plan/account modification and disconnection and suspension requests.
• Prepare and document accurate and relevant information of correspondence made during the call (e.g. note taking in relevant systems).
• Document and share best practices of methods with unique specifications and resolutions with the rest of the team to improve customer experience and productivity.
• We make sure that we complete and close off all tasks relevant to each demand and therefore – Taking Ownership.
• End every call by sending the Customer YHAN email/SMS.
• Initiate Monthly Performance Review in GEM to identify key areas of opportunity and help improve Performance.

Qualifications:

• Open to all applicants with at least one (1) year of customer service experience in a contact centre environment
• Strong customer focus and service orientation.
• Hold above all an ‘ask only once’ attitude to ensuring we deliver a truly premium experience for our highest value consumer customers
• Passionate about working in a world class, high performing contact centre environment 

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

Role Summary:

We are looking for a dynamic individual to manage a pioneer team in building a brand new Contact Centre. This new centre will be delivering a truly premium experience for our highest value consumer customers.

The primary purpose of the role is to manage teams and processes as well as ensuring that we provide excellent customer service. To support the organisation’s objective of profitable growth by developing and maintaining strong relationships with both internal and external customers and providing positive customer experiences which ensure customer advocacy. This is achieved by ensuring that teams are performing at optimum levels and skilled to provide quality solutions to customers. You will coach to and encourage a culture which focuses on Telstra Customers being advocates of the brand.

Key Accountabilities:

• Perform the role of ‘Master Coach’ by ensuring that Team Leaders in your centre are able to improve their team’s performance and meet set performance metrics which deliver an exceptional customer experience; You will coach to and encourage a culture which focuses on Telstra Customers being advocates of the brand.
• Deploy best practice and ensure delivery against productivity and customer performance targets,
• Take overall accountability for the key operational, customer and revenue metrics of the centre,

• • Driving performance through a coaching culture
  • Defining plans for improvement where required
  • Actively rewarding performance and management of under performance
• Contribute to the units Business Plan and deliver on associated business initiatives as required.
• Proactively identify innovations/ improvements to be made within the centre to provide a better customer experience and /or operating rhythms ;
• Manage performance variation in the centre via Team Leaders.  Provide consistent and sustainable performance reviews to achieve minimum performance standards, running the centre with a ‘own’ business mentality;

• Build and lead a customer centric organisation – ensure that the customer is at the centre of all decisions that are made within the centre, in line with the company’s policies and guidelines; Create a customer centric culture by delivering  on customer focused initiatives i.e T.A.G
• Communicate with and engage the Centre to build a high performance,  positive culture within the centre, positively impacting on employee engagement, the retention of talent and our customer’s experiences;
• Build capability by identifying, nurturing and sourcing talent (active participation in succession planning activities) and ensuring that there is sufficient bench strength for key centre roles;
• Apply sound commercial skills – ensuring that the centre’s budget is managed and all metrics meet business targets;

• Own customer issues that come into the centre - ensuring customer satisfaction and resolving complaints and keep management of issues in the centres, as appropriate;
• Manage change in processes, service accountabilities and new initiatives through the centre, feeding back on areas for improvement where appropriate;
• Manage key stakeholders – manage all relationships with key stakeholders/providers where their work impacts on the centre or they supply a service to the centre;
• Ensure adherence to all standard company policies including audits/credits, HS&E, EEO, security and leave planning;
• Ensure a safe and fair work environment in accordance with Telstra Policies and processes.

Qualifications:

• Open to TIPI employees.
• At least five years of experience working in a leadership role as a manager/assistant manager in a call-centre environment.
• Passionate about building a call centre and developing new processes.
• Be willing to be “in-the-detail” to help build and develop new ways of working to establish a new standard of contact centre experience for a high value customer segment.
• Embrace working with an agile mindset – being willing to start small and, think big and push the boundaries to set a new standard for service from Telstra.
• Able to deal with ambiguity, and develop a structured approach to deal with it.
• Detail-oriented
• Experience in leadership of multiple teams and work and groups on various processes and procedures;
• Experience in leading and implementing Change Management  process in a high volume and fast paced environment;
• Knowledge of the Telecommunications industry preferable;
• Tertiary Business qualifications preferable;

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

Key Accountabilities

• Receive and process HR operational delivery requests ensuring quality service delivery within agreed SLA’s
• Requests may include (but not limited to) development of paperwork to support organisationalchange (redundancy letters), data entry into core HRIS (SAP), processing out of cycle pay requests, development of paperwork to support employee enquiries (statement of service)
• Liaise with vendors as required to produce redundancy estimates as required
• Liaise with BUHR and/or Global HR functions where required to process requests from PeopleLeaders and Employees.
• Ensure process and policy are adhered to and assist with the quality review of service delivery so thatthey align to strategic objectives and quality assurance guidelines
• Communicate and ensure understanding of agreed requests with relevant parties
• Achieve the delivery of the defined requests, escalating unanticipated issues where necessary
• Develop effective and collaborative working relationship with key stakeholders
• Contribute to the continuous improvement of processes and procedures
• Ensure consistent application of general Telstra operating systems, policies and procedures
• Establish and maintain effective working relationships with peer groups and key internal stakeholders
• Utilises global process tools and templates for all work activity
• HSE Responsibility: Take reasonable care for your own safety and the safety of others, comply with and implement any reasonable Telstra HSE instruction, policy, standard, minimum requirement or procedure, and support Telstra to meet its duties under the relevant safety and environmental legislation.

Qualifications/experiences

• Relevant business and/or industry experience across administration
• Exposure to HR processes is highly desirable
• Proven experience in managing multiple tasks whilst maintaining attention to detail
• Demonstrated ability to work under time pressure and with competing priorities
• Ability to work with teams effectively and with stakeholders
• Written and oral communications and presentation skills resulting in the provision of qualityDocumentation
• Ability to work in a dynamic/fast paced environment
• Exposure to SAP is highly desirable
• Exposure to Workday is highly desirable

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit our Telstra Careers Website: tel.st/allrolesflex

About the Role

The Workforce Planning Specialist aims to support the Belong Operations in delivering to business plan and budget modelling and forecasting FTE and workload requirements and gaps.

Key Accountabilities

• Own and deliver modelling and forecasting of resource capacity within the different channels. 
• Modelling and forecasting of FTE and workload requirements and capacity gaps on a daily, weekly, monthly and quarterly basis.
• Provide timely and accurate forecast as required.
• Analyse resourcing capacity plans to identify gaps and customer experience risks. Provide strong recommendations around FTE gaps and work with key stakeholders to develop plans to mitigate longer term gaps in a timely and effective manner to mitigate performance impacts and maximise customer experience. Ensure mitigation plans are actioned and successful. Ensure significant or recurring gaps are escalated to the appropriate stakeholders.
• Monitor the real-time performance of the different channels and work with stakeholders to address reduced intra-day performance and understand root cause.
• Support of the consistent achievement of the Grade Service & Occupancy targets for channels.
• Manage and support any ‘fast track’ requests and ensure allocation of capacity has occurred with minimal impact to performance.  Negotiate with relevant stakeholder’s changes to allocation of capacity when required, to ensure the business adheres to budget and delivers the right customer experience.
• Identify customer experience risks and trends at a channel level that may be impacting capacity and/ or budget.  Work with the channel leads to provide analysis and implement initiatives, as required, to deliver on improvements.
• 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.
• Act as the leading subject matter expert in an area of skill and provide coaching as appropriate.
• Develop and maintain tracking and reporting frameworks
• Produce daily metrics for Sales and Service organisation, with ADHOC analyses and insights as required
• Lead cross-functional and/or virtual teams to design, develop and deploy programs of work including high level analysis to deliver business requirements maintaining a company-wide view.
• Deliver best practice process improvement based on Business Unit and Corporate models and industry standards/references

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex