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WMC Subject Matter Expert
2 months ago
Service Stream's Telecommunications division is seeking a WMC Subject Matter Expert to join our team. The Subject Matter Expert will play a vital role in assisting Work Order Management Contact Centre (WMC) Team Leaders and managing to deliver timely, accurate and quality solutions to Service Stream's NBN Co. client and other internal Service Stream stakeholders, namely the Telecommunications business unit.
This role is responsible for:
- Supporting and guiding contact centre agents through in-house and client process-based questions and queries.
- Monitoring and resolving issues and escalating situations where appointment times/Service Level Agreements are at risk or not being met.
- Being the point of contact for escalations arising from relevant stakeholders and staff.
- Identifying improvement opportunities or performance issues that impact on the provision of excellent customer service and achievement of KPIs.
- Assisting with the implementation and roll-out of new and enhanced processes, systems and operational policies.
- Being available to work shifts crossing a 7-day 24-hour operation.
We are looking for a proactive and resilient candidate with excellent communication skills who is able to work with all relevant stakeholders. In addition to the above, we require an individual with:
- Experience working in Contact Centres, preferably in Team Leader or Senior agent roles.
- Solid knowledge of the telecommunications industry.
- Proven experience working within a scheduling team in a dynamic, high volume, fast-paced environment.
- Experience working on the National Broadband Network.
- Experience in coaching or training within contact centre environments.
- Knowledge of process development and mapping is desirable but not necessary.
Service Stream is a leading national service provider to develop and operate Australia's essential communications, energy and water networks in the telecommunications, utilities and transport industries. We specialise in the design, construction and maintenance of new and existing networks, and deliver end-to-end engineering and asset management solutions on behalf of our blue-chip client base.
Service Stream is an equal opportunity employer who believes diversity of thought, background and experience strengthens relationships and benefits our people, clients, and communities. We are committed to cultivating an inclusive and high-performing culture where our people thrive and are proud to bring their whole selves to work, inspiring a respectful and inclusive environment.
