Real Time Manager

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

Your opportunity:

The Real Time Manager will 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 RTM teams across multiple sites. The role will engage with 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:

• Identify and diagnose problems throughout the value chain to improve Service Level and budgetary goals.
• Make recommendations as needed to meet service level goals by skill, site, day of the week, and time of day; lead WFM review meetings with management and executives discussing historical and future results.
• Work closely with operations teams, reporting, skills, and training to understand upcoming changes in business operations; subsequently setting goals, implementing the initiatives, and monitoring feedback loops to ensure quick updates to stakeholders and to identify any further pivots in strategy.
• Identify and incorporate new technologies and operational processes into workstreams.
• Recommend and implement actions to assist customer experience.
• Coordinate the escalation of all technology faults and network outages according to Telecom TPG policy, and drive required outcomes.
• Real-time Intraday planning, balancing customer experience with operational objectives.
• Daily commentary on business performance, impacts and actions taken in conjunction with the RTM teams.

What you’ll bring:

• Ability to present analytics results and insights in a highly polished, succinct form.
• Desire for a high level of responsibility and ownership; flexible, self-starter, comfortable working in a rapidly changing environment; results-oriented mentality with a focus on efficiency, accuracy, and quality.
• Sharp attention to detail; high personal standards for integrity, quality, and thoroughness; ability to deliver results on projects with demanding deadlines as well as establishes personal and team deadlines and prioritisation of work with autonomy; capacity to influence and persuade to drive business results at the management level.
• Thorough understanding of Contact Centre metrics and how they relate to performance and customer experience.

Ideally, you will also have:

• Previous experience working Genesys suite of applications.
• Extensive experience with Microsoft suite of applications, focusing on Excel.

What's in it for you?

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free, high‑speed NBN plan (up to 500 Mbps)
• ‘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

Come join us and build a better future. Apply today.

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

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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