Sme Bpo Operations

2 weeks ago

Melbourne, Australia Cicero Integrated Consult Enterprise Full time

Job Title: SME
Level: Subject Matter Expert
Hiring Location: Melbourne, Australia
Department/Group: Operations
Reporting: Team Leader/ Assistant Manager
Salary - 65K to 68K AUD including Super.

**Responsibilities**:

- Motivate, develop, counsel, and appraise team members so that their individual and team performance is of the required standard and meets the present and future needs of the business.
- Coaching and feedback to the agents.
- Helps staff develop and acquire skills and knowledge, providing support and guidance.
- Ability to be a passionate advocate for people development and customer experience - rather than be governed by process or rules.
- Confidence to challenge and feedback upwards.
- Ability to judge when it is right to lead or follow.
- Knows and uses methods of providing objective input to the appraisal process, discussing strengths and development needs as appropriate through both formal and informal channels.
- Effectively uses a range of techniques to motivate colleagues and generate active commitment towards the achievement of team objectives especially in times of change.
- Uses a range of presentation skills to present and convey information to team members and is able to facilitate team meetings in order to pass on and/or obtain information.
- High degree of fluency in reading, writing and speaking English. This includes a neutralization of language to improve the communication between the Supplier and Telstra.
- Absolute commitment to improve customer experience on behalf of Telstra.
- Ability to communicate effectively and possess sufficient soft skills to handle customers, personnel from other parts of the business, to quickly understand the nature of the issue and troubleshoot in a timely manner.
- Ability to work under pressure and handle difficult customers.
- General Microsoft Windows and excellent computer skills, and accurate data entry abilities
- Strong analytical and technical skills (e.g. database, telecommunication systems), technically appropriate communication skills, clear understanding of all processes / work instructions and an understanding of Telstra’s network and products
- Strong listening skills, being able to listen effectively and understand Telstra technical requirements.
- A strong and clear Business Acumen skill that facilitates efficient interpretation of information and decision making that will deliver the best possible balanced outcome for the customer and Telstra.
- Ability to develop relationships with stakeholders

Key Performance Indicators
- Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.
- Listens to calls and coaches the team to enhance performance.
- Monitors the Chats/ calls taken by the associates and provides them feedback.
- Interacts with the quality team to seek feedback on the team’s performance and team quality scores.
- Supports training program for the associates.
- Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies & Processes
- Supports Team Leader as required

Pay: $65,000.00 - $68,000.00 per year

Application Question(s):

- Are you willing to work on site?

**Experience**:

- BPO Operations: 2 years (required)
- Customer Call Center Subject Matter Expert: 1 year (required)
- Call center Customer service: 1 year (required)

Work Authorisation:

- Australia (required)

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