Telstra is Australia’s leading telecommunications and technology company, with operations in more than 20 countries, including In India where we’re building a new Innovation and Capability Centre (ICC) in Bangalore.
We’re growing, fast, and for you that means many exciting opportunities to develop your career at Telstra. Join us on this exciting journey, and together, we’ll reimagine the future.
About the Role:
As a Workforce Planner, you will play a key role in operations providing resource forecasting and scheduling for Belongs India and Australian based contact centres. You will support the Ops lead with driving customer service targets including reporting and analysis on optimizing the workforce.
This role sits in Belong, which is a part of the Telstra family. Telstra is Australia's leading telecommunications and technology company with a rich heritage that’s been built over 100 years. We’re at the forefront of technology innovation, with the largest Internet of Things network in Australia and are leading the way in 5G. And this is just the beginning of what we’re hoping to achieve together. Belong, on the other hand, started in 2013 as a brand within Telstra with the purpose of giving Australians great value home internet and mobile plans.
Key Responsibilities:
- Forecast inbound/outbound demand, AHT and FTE requirements, Short-Term and Long-Term forecasts
- Create staff schedules in line with forecast requirements and scheduling processes and timelines
- Support the consistent achievement of grade of service & other performance targets for Belong queues
- Provide and/or support call centre partners (internal and external) with generating forecast staffing requirements according to volumes
- Realtime monitoring of queue volumes and backlogs
- Effectively manage internal & external customer relationships
- Provide subject matter expertise on WFM and contact centre operations
- Create new contact centre reporting and work with raw data to provide actionable insights
- Analyse performance data and make recommendations/introduce initiatives to improve Call Centre & Channel performance.
- Provide subject matter expertise on contact centre systems, call centre efficiency targets and resourcing opportunities
- Provide reporting and analytics to the broader operations team for key contact centre metrics
- Setup and administration of resource planning systems
- Assist with administrating IVR and customer ticketing systems
To be successful in the role, you must have:
- At least 5 years’ experience working in a contact centre WFM role
- Proven expertise in workforce methodology and principles
- Strong background in using contact & resource related systems
- Advanced Excel skills
- Experience in performance reporting and process improvement initiatives
- Excellent verbal & written communication skills
If you can help us add a positive impact to every Telstra customer’s experience, enjoy collaborating with different people and can handle challenge in any form, we want to hear from you!
We’re committed to building a diverse and inclusive workforce in all its forms. We encourage applicants from diverse gender, cultural and linguistic backgrounds and applicants who may be living with a disability. We also offer flexibility in all our roles, to ensure everyone can participate.
To learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process, visit tel.st/thrive.
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