Pega NBA Strategy Designer - Retention Lead

Ensuring a high quality of service is delivered by IT, Corporate Networks and other technology partners to enable Customer Operations to support customers. The team services over 5,700 customer facing and back-office staff within Consumer, Small Medium Business and Virgin Mobile groups, located in three countries providing support for 166 applications, IT platforms as well as local, national and international Networks.Key areas of focus:- Key escalation point for all major and critical Incidents that impact business operations and customers.- Management of operational issues and planned outages.- Representation on all major and minor IT releases and changes.- Manage IT teams for non-customer facing vendors.- Technical Project Management/Lead on business operations technology projects- Representation on Business and IT growth & remediation initiatives.- Best Practice guidance on Change Request lifecycle, and quality assurance for solution and design.- Identify technology solutions and IT roadmap planning.- Develop, investigate and manage a portfolio of ideas generated through business partners, management and front-line staff.

Manage the delivery of technology services to Optus’ Consumer, Small Business divisions and Virgin Mobile staff. I Support 180 application used by 5.5k users located in 10 sites across and 3 countries. Identify and deliver opportunities to promote continuous improvement in productivity, service quality and customer experience at an optimal cost. Responsibilities:- Facilitate discussion between the Business and IT to promote continual improvement.- Manage resources from the call centres when required to resolve major incidents.- Communicate complex technical situations in simple terms.- Manage communications to all levels of management, including external vendors.- Develop opportunities to increase customer experience and deliver benefit back to the business.

To develop and maintain business processes for frontline staff to assist customers. Represent the customer service business on projects to deliver increases in customer experience. Identify opportunities to increase productivity through refining processes. Responsibilities:- Maintain a working understanding of the customer service business.- Maintain subject matter expertise to assist with process development- Documenting and maintaining work instructions for publication on the internal intranet - Manage output and organisational skills across multiple projects- Creation of new business processes to support the delivery of new products or services

To assess and coach frontline agents towards improving customer experience. Maintain a consistent quality assurance program across 3 products with 15 quality assessors. Develop ongoing reporting and reviews to support the call centre manager.

Provide fast, effective and customer focused solutions to OptusNet Cable customers. Troubleshoot and correct customer computer and network faults.

Provide high quality support for Optus Mobile customers. Represent Optus in a professional manor while talking to customers about billing or plan related enquiries.