Centre Operations Specialist

Employment Type

Closing Date

Job Title

Job Summary

Job Description

The purpose of the role is to lead the Telstra India Contact Centre operation for TCC Contact Centres and apply high-level skills and subject matter expertise to supporting the delivery of operational management within the centre.  

Telstra Contact Centres contribute a significant amount to both the company’s cost and revenue lines. Ensuring our estate is appropriately resourced and performing optimally can significantly determine the cost/revenue of the company. It also has a significant impact on how our customers perceive us, which flows into crucial items like complaints, corporate brand, media coverage and strategic NPS.  

Telstra India Planning – Assisting the Strategy and Planning Lead in supporting and tracking progress against the annual plan. 

Performance management and stakeholder comms - Central point of coordination for all performance reporting and communication across Telstra India. 

Scheduling – Contribute to the scheduling of agents and off phone activities within Telstra India to ensure performance objectives are met and individual staff requirements are accommodated.   

Identification of opportunities within Telstra India to improve performance

Key Accountabilities 

Include: 

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