Telstra is a market leading Media and Communications Company and we offer the opportunity for talented and motivated people to grow outstanding careers. At Telstra we are passionate about our people; employees and customers. It is our goal to deliver exceptional customer service to the entire Telstra consumer base.
You have the opportunity right now to join Telstra by becoming the Performance Lead in one of our busy contact centres dealing with customer service. Working closely with and reporting directly to the Centre Manager you will be responsible for ensuring that the centre meets its operational targets.
As Performance Lead you will: - Provide recommendations to Centre Management regarding the centre's operations
- Develop and implement plans to improve operational performance and compliance to processes
- Drive KPI improvements, quality enhancements and the reduction in escalated complaints and time taken to resolve complaints
- Provide process improvement feedback and opportunities to relevant stakeholders to drive continuous improvement
- Conduct call observations
- Report/receive and interpret quality issues on complaint management
- Take a lead role in driving compliance to process within the centre.
Your outstanding communication skills and ability to drive performance will be pivotal in your success as Performance Lead. Superior analytical skills and the ability to plan and execute projects independently will see you highly rewarded in this role.
Having a passion for customer service and an in-depth understanding of contact centre operations is essential. You will have a proven track record as a high performer and the ability to confidently lead others. To be considered for the role you must have high proficiency in Microsoft Excel and PowerPoint. Experience in a similar role will be highly regarded but is not a prerequisite.
If you are a driven, self motivated and enthusiastic individual who thrives in a high paced and high performing environment please apply today.
