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Centre Operations Specialist
Telstra
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Centre Planning
Support development and execution of Centres plan alongside Centre Manager
Track progress to centre plan ensuring that it remains aligned to overall TCC Plan.
Escalate as required to Operations Manager where there are risks to centre and TCC plan.
Co-ordinate scheduling and communication of leave ballot periods and Company roadshows, balancing the needs of staff and business requirements
Performance Management
Drive and improve performance across the following areas at centre level including but not limited to:
- Responsiveness: Wait times (ASA, Abandonment Rate),
- Staffing: Attrition, Unplanned Absence, Leave Liability
- Productivity: Average Handle Time (AHT), Agent Occupancy, Overheads.
- Customer: First Call Resolution (FCR), Episode Net Promotor Score (eNPS)
Reduce variation across all key metrics by working with centre leadership and Strategy and Planning lead to understand core drivers and develop plans that local leadership can implement.
Scheduling
Plan off phone activity on schedules for Telstra India TCC agents and ensure that schedules and off phone activity support the achievement of service levels.
Operational Efficiency & Effectiveness
Manage the daily operations of resources
Support Telstra India Centres by monitoring the real time phone activity and implanting real time adjustments to maintain performance
Provide operational upskills as required to Team Leaders
Create and communicate BAU workforce process including but not limited to Leave, Flexible Working Arrangements, OH&S requirements according to applicable HR policy.
Manage the use of overtime within the centre
Communicate with centre performance and issues impacting on Centre.
Implement recommendations that will enhance performance.
Provide support for Training & Session Facilitators by way of tracking completion rates and coordinating sessions for compulsory content
Liaise with Building Management as required
System and Hardware Support
IT system access requests, maintenance, trouble shooting, PC upgrades and hardware lease, etc.
Manage staff access and the information accuracy within by required time frames for systems including NICE WFM, Workday, Teledex, Sentinel V3 & V4, AGS,
Configuration manager and any other Nonstandard systems required by a centre work type.
Complete level 1 trouble shooting and identify escalation points for an system issues experienced with any required systems
Asset Management: facilitate and maintain accurate records of returns, extension, maintenance of all hardware leased by the contact centre including but not limited to: TIPT Phones, Desktop PC s, Laptop, PC s, Printer and Conference room equipment.
Metric Reporting and Analytics
Provide access to accurate and timely data covering contact centre KPI s as required
Support coaches interpreting data to gain actionable insights
Ad-hoc Special Project planning and Co-Ordination
Leading and co-ordinating ad-hoc special projects with and on behalf of the centres as required
You re available to support our customers and teams 24/7, so you will need to be able to work on a rotating roster including scheduled days off.
The role will be 100% work from office with some capability to work from home considered in the future.
Qualifications/Experiences
Essential
- More than 5 years experience in contact centre roles including supporting operations.
- Demonstrated people management experience
- Contribution to developing strategy
- Engaging and influencing stakeholders
High desirable
- Experience with Industry Partner operations
- Experience with tools such as NICE, CME, Teledex, CCPulse, LivePerson
Employment Type: Full Time, Permanent
Functional Areas: Other
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People are getting interviews at Telstra through
People are getting interviews through
(based on 31 Telstra interviews)
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Company Website
36%
16%
16%
13%
19% candidates got the interview through other sources.
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Confidence
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What people at Telstra are saying
What Telstra employees are saying about work life
based on 209 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Telstra Benefits
Submitted by Company
Flexible working Global mobility Mindfulness resources Home office set up Study assistance
Submitted by Employees
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