As a leader in telecommunications and information services and one of Australia's most iconic brands, Telstra is a company that offers competitive employee benefits, ongoing career progression and genuine rewards for achievement. In addition, working at Telstra means working at the forefront of technology in Australia. Telstra makes for a challenging and rewarding career choice.

Primary focus:

Drive centre operational performance  and compliance including KPI achievement and allocation of workflow and activity within the centre.

Operational Performance

• Work with Centre Manager to ensure that the centre meets operational targets.
• Identify and understand gaps in Centre customer delivery of complaint resolutions.
• Develop and implement plans to improve operational performance  and compliance to process as well as close gaps on complaint resolution processes. 

Operational Capability and Performance Improvement

• Identify operational opportunities and gaps by understanding and leveraging off the program of work being driven by SRG operations to drive KPI improvements, quality enhancements and the reduction in escalated complaints and time to resolve complaints.
• Develop and implement plans to improve operational performance and close operational gaps, liaising with other stakeholders as required to ensure effective implementation.
• In conjunction with Centre Manager, coach team leaders to enable them to embed and improve operational performance and compliance of their team.
• Provide process improvement feedback and opportunities to relevant stakeholders to drive continuous improvement.
• Input into Business Operations team to drive opportunities that will improve complaint resolution and reduce the time to resolve complaints.

Capacity management

• Manage resourcing to work requirements for the centre ensuring alignment and engagement with the Centre Manager, Centre Operations Lead and with Call& Resource
• Understand and provide recommendations to Centre Management regarding the centre's operations.
• Manage and implement capacity mitigation plans for the centre
• Ensure that defined staff ratios are maintained.

Complaint Resolution Improvements

• Conduct call observations to understand & benchmark complaint resolution capability within the centre
• Report/receive and interpret quality issues on complaint management to ensure relevant feedback provided to the case manager and process gaps identified.

Capabilities:

• The ability to drive centre operational targets.
• The ability to understand and leverage data from various sources in order to highlight operational issues/gaps and identify opportunities to benefit the business.
• Is able to coach end to end operational components to deliver premium customer experience.
• The ability to plan, schedule and manage resources to business requirements  
• Is able to champion the requirement to conduct business ethically / has demonstrated understanding of risk
• Can identify and understand issues and opportunities; compare data from different sources to draw conclusions that may benefit the business
• The ability to confidently lead successful group/team sessions
• Management information systems
• Numeric skills - understands the number and how the centre is tracking
• Conceptual skills - understands the strategic direction and how daily activity is achieving business plan
• Communication skills - an open and enthusiastic communicator.  Expresses ideas and concepts clearly.  In touch with what is happening inside and outside the centre
• Organisation skills - strong planning and execution

If you have what it takes, apply now