Monday , August 2 2021

Telstra Jobs in Adelaide – Customer Sales and Service Team Lead

Website Telstra

Job Description:

As a leader, your role is to lead, motivate, develop, and coach a new team of customer sales and service specialists. You will provide high-quality customer service to support Telstra’s new suite of products. You will seek to understand constraints that stop your team from delivering on these outcomes and actively manage those barriers to meet core expectations. As this is a new market, you will be well versed in training and mentoring.

Job Responsibilities:

  • Create an environment where people are engaged and can perform at their best
  • Assist in managing resources across voice, messaging, complaints and BOH to ensure adequate coverage at all times
  • Identify opportunities to innovate and encourage others to share ideas which create greater efficiency and team effectiveness
  • Effectively manage order remediation and complaint volumes ensuring we are meeting our SLA’s
  • Help identify areas of opportunity and make recommendations for consideration to enable effective decision making
  • Build capability by identifying, nurturing, and sourcing talent (active participation in succession planning activities)
  • Ensure individuals have development plans in place to address areas of development and plan for career progression
  • Provide regular reports/feedback on fluctuations in workload/resources to input into business plan, goals, and measures
  • Monitor and report on systems to improve performance specifically to Telstra Energy markets
  • Identify opportunities around process improvement that have an impact on the customer, business and stakeholders, specifically to Telstra Energy.

Job Requirements:

  • Proven ability to determine priorities, manage operational activities & resources and make sound business judgements to best achieve the business objectives.
  • Ability to coach, inspire and develop teams
  • Solid knowledge of the energy industry in both gas and electricity retailing operations.
  • Excellent communication skills – written, auditory and oral.
  • Solid knowledge of the energy industry in both gas and electricity retailing operations.
  • Demonstrated capability to manage difficult conversations effectively

Qualification & Experience:

  • Previous experience in a service environment, specifically a target-driven environment rather than a soft service environment.
  • Minimum 2-3 years contact centre experience preferable
  • Previous experience as a Team Leader managing either Voice or Messaging in the Energy sector

Job Details:

Company: Telstra

Vacancy Type:  Full Time

Job Functions: Customer Service

Job Location: Adelaide, AU

Application Deadline: N/A

Apply Here