Contact Centre Platform and System Specialist

5 months ago

Melbourne, Australia GSB Full time

Contact Centre Platform and System Specialist

**Contact Centre Platform and System Specialist**

**Your team**

As the Contact Centre Platform and Systems Specialist, you will work closely with the Contact Centre teams along with stakeholders across the business including Product, Digital, Operations, Frontline Team Managers, and Frontline team members to provide efficient and effective support and management for systems and platforms and partners.

This is a full-time permanent position, based in South Yarra, reporting to the Platform and Workforce Manager.

**Your impact and contribution**
- Advise of known risks and issues when changes are suggested to the system.
- Respond to questions from the business on system limitations and potential enhancements.
- Mentor, train and develop team members in related systems, processes, and methodology.
- Provide guidance to the business around change management and IT processes. Provide advice to stakeholders and end users.
- Manage the backlog of initiatives and enhancements with a clear plan on delivery timeframes.

**Your responsibilities**
Relationship Management
- You lead a customer centric culture in all interactions and always have the customer front of mind in your work.
- You build relationships across the business and engage with stakeholders to understand, align and deliver solutions that meet agreed business requirements.
- You proactively communicate, share information, develop and maintain procedures/guide cards/FAQs and educate partners to ensure shared outcomes that meet our customer needs, business objectives and provide alignment to our strategic objectives.

Continuous Improvement
- You are responsible for the reporting, analysis and recommendations provided to the Platform and Systems Manager in order to maximise efficiencies and improve customer experience.

Business Analysis
- You identify business needs and obtain, analyse, define, communicate and validate requirements for agreed changes to our business processes, policies and technology based solutions.
- You conduct option analysis to determine optimum business process solutions aligned with our business and IT strategies, and provide recommendations to stakeholders.
- You work with business representatives to develop 'future state' business process models that meet specific business objectives and internally defined performance criteria.

**Your experience**
- Proven experience with supporting and maintaining Contact Centre systems and platforms (CX1, Workforce Management, Studio or similar)
- Experience with tools such as Microsoft Office 365, Power Apps and SharePoint.
- Experience with mentoring and training team members on use of systems, processes, and methodology.
- Excellent verbal and written communication skills coupled with strong stakeholder management skills.
- High level oral and written communication skills including excellent negotiation, conflict resolution and problem-solving skills and the capacity to build and maintain positive relationships.
- Excellent troubleshooting/problem solving skills
- Strong time management skills
- Basic understanding of the ITIL framework
- Exposure to Chatbot implementation

**Your attributes**
- Responsive, resilient and persistent, with the ability to work well under pressure
- Customer-centric and a strong communicator - you love helping others
- Proactive, organised, efficient, a fast-learner and results-driven
- Able to work with mínimal supervision, take initiative and make the most of existing resources to provide solutions

**A little bit about us...**
For over 75 years, we've been putting our customers first, and today we look after the financial needs of more than 380,000 Australians. We have recently changed our name from CUA to Great Southern Bank but we remain customer-owned and firmly focused on helping all Australians own their own homes.

We're ambitious and as we continue to grow, we are investing significantly in technology, products, and people. We have a culture that's fun, approachable, and supportive - allowing our team members to be their best every day, whether that's at work or at home.

We're hugely excited about the journey ahead and are looking for talented and enthusiastic people who want to be part of a winning customer team. If you are motivated, energetic, and dedicated to helping our customers achieve the great Australian dream, we want to hear from you

At Great Southern Bank, we're committed to building a strong, inclusive and diverse workplace, where people feel a sense of belonging, are valued, connected and respected. We value diverse backgrounds, cultures, abilities, ideas and experiences; recognising the benefits they bring to our work, our communities and the way we help our customers. We support and promote an inclusive culture through flexible ways of working, collaboration, fair and equitably decision making that empowers our people to be at their best every day.

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