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SalaryWe've only just begun, but what a beginning. In a once in a generation moment, we've brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and Felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.
Role Purpose & Environment
Maintain the business operational environment by managing in Real Time, service levels, customer and advisor experience and mitigating impacts working closely and in line with the processes of the Centralised offshore RTM team. Engage with local operational leaders and support staff to make recommendations and drive operational excellence through achievement of agreed goals, ensuring customer interactions are handled according to service levels.
Responsibilities
- Recommend and implement actions to assist customer experience.
- Escalate and communicate all technology faults according to Vodafone policy.
- Work with Tech Mahindra RTM team in providing feedback to Telephony Team on routing observations/opportunities.
- Participate in the maintenance and local support of the contact centre BCP in Hobart
- Daily service level achievement planning and execution of service level consistency
- Real-time Intraday planning balancing customer, business and employee needs
- Proactively planning shrinkage maximising operational productivity
- Daily commentary on local business performance, impacts and actions taken in conjunction with centralised RTM team.
- Actively monitor and manage through leader staff adherence real-time.
- Realtime exception entry to WFM system
- Ability to form and foster relationships across departments, sites and divisional boundaries.
- Autonomous worker with proven ability to balance and deliver a significant volume of work with minimal support.
- Proven methodical & efficient work management practices.
- Strong analytical & reporting skills.
- Clear and concise communications - in written, verbal and presentation formats.
- Ability to adapt quickly to change and be flexible in adapting to team and business requirements.
- Ability to identify problems and work within organisational structures to ensure resolution.
- Previous experience working Genesys suite of applications (preferred).
- Extensive experience with Microsoft suite of applications, focusing on Excel
- Thorough understanding of Contact Centre metrics and how they relate to performance and customer experience.
- Proven experience in managing relationships across multiple areas with multiple accountabilities.
- Flexible hybrid way of working (work from home and office)
- 'Stay Connected Mobile' - Access to a free mobile plan
- 'Stay Connected NBN' - Access to a free NBN 100 plan
- 'Your Leave' - an additional 4 days of leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts
Don't meet every single requirement? We're ok with that. Studies have shown that women and those of underrepresented groups are less likely to apply for roles unless they meet every single criteria. At TPG Telecom we recognise that what may make you different, makes the difference!
We're all about enabling every individual to be their authentic selves and creating a place where everybody belongs. If you are excited about this role, but your experience doesn't align perfectly with every qualification in the job description, we encourage you to APPLY NOW regardless. You may just be the right candidate for this or perhaps another similar role with us.
We are a 2024 Circle Back Initiative Employer - we commit to respond to every applicant.
Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.
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