GCR BPO Operations Specialist

4 weeks ago

Melbourne, Victoria, Australia Singtel Group Full time
About the Role

We are seeking a highly skilled and experienced professional to join our team as a GCR BPO Support Specialist. As a key member of our Offshore Performance team, you will play a critical role in driving cash collection, payment support, and customer experience performance across our Collections and Hardship portfolios.

Key Responsibilities
  • Lead and drive adherence to quality and compliance across all Customer Payment Support, Collections Hardship BPO processes, policies, and contracts.
  • Develop and implement effective communications and training content to support frontline teams on and offshore.
  • Review and update policies and procedures as they relate to the BPO portfolio.
  • Work with providers to understand root cause and implement measures to improve.
  • Manage the BPO Quality Framework and work with QA Leads to monitor QA performance for BPO agents.
  • Identify opportunities for improvement through a data-led approach.
Requirements
  • Experience in high-volume transactional collections management operations and case management in Telco, Banking, or Utilities.
  • Experience in an analytical role.
  • Quality Assurance experience in a high-volume transactional collection/service environment.
  • Experience in developing end-to-end process quality and compliance frameworks.
  • Exceptional communication (verbal/written) and interpersonal skills.
About Us

At Optus, we are committed to creating a workplace that values diversity and inclusion. We believe that our differences are what make us stronger and more innovative. We are an equal opportunity employer and welcome applications from candidates from diverse backgrounds.

For more information on our diversity and inclusion initiatives, please visit our website.

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